Crystal Clear Pools

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In order to get any action I had to initiate the contact every time. They took half my money right away. After several weeks of no contact I called them to see what the status was. The order was delayed but no one bothered to let me know. When the cover finally arrived from the manufacturer and they came to install it, it was the wrong cover! But they went ahead and closed the pool. Which means I had a pool filling up with leaves and dirt and had to manually keep it clean until they got the correct cover in and could come back and install it. Once again I had to be the one to follow up and find out where they were and get an install date for the cover. This company was extremely unreliable and placed all the burden on the customer. I would not recommend using them.

I called and asked for help with my pool. he was very pleasant and informative and said he would come by on Friday. my wife waited for him to call or come by. this never happened. we contacted him by email to find out what happened. I don't recall exactly but am pretty sure I called and left a message on his phone too. he didn't respond. I know everybody was trying to start up their pools at the same time and he can't be in more than one place at a time. but it doesn't appear that he even tried to get back to us. we waited for him for a week or so but gave up and found another to help us. so he may be good but we didn't get a chance to find that out.

To explain my experience with Crystal Clear Pools, on or about the last week of September 2012, my wife had contacted Tim Graham for a price to start and fix our spa. The spa had been not running for about a year with a bad pump. We knew that there would be additional repairs due to the cover needing replaced, thus allowing water into the tub without it running. Mr. Graham sent his crew ?subcontractor Doug?s Pool & Hot Tub Service? to evaluate this repair. He then contacted my wife with a price to replace the pump, cover, and various broken pipes. Although after the fact, I feel that the price was very high for the various parts and labor, I am not a spa repair person nor do I know the details of the repairs. We agreed on the price to fix the spa and put a 50% deposit ($732.37) down for Mr. Graham to order the parts on about 10-2-12. After ?waiting for parts? for over a month I had to contact Mr. Graham to request that his crew ?subcontractor, Doug?s Pool & Hot Tub Service? which consists of 1 person get started on the repairs so that we could get this running before the winter set in. He explained to me that he had other jobs to complete, before he could begin mine. Although it was my impression that my repair was already on the books with the parts being ordered and deposit collected, as he required, we were still being asked to patiently wait. It was amazing that the crew ?Doug?s Pool & Hot Tub Service? began the repair a couple of days after I had to ?remind? Mr. Graham that my repair had not been addressed yet. On or about 11-9-12 the crew ?Doug?s Pool & Hot Tub Service? made the repairs to the spa and told my wife that she needed to clean the spa and fill it up over the weekend, but not to turn it on so that the crew ?Doug?s Pool & Hot Tub Service? may check for leaks on Monday and start it up. Not only did the service company make no offer to clean the tub, they did not leave the new cover for my wife to cover the spa once cleaned. She cleaned the spa, filled it, and then left it to sit for a night with no cover, leaves and debris blowing in. Immediately upon filling up the spa there were leaks. The crew ?Doug?s Pool & Hot Tub Service? came out on Monday 11-12-12 to tighten up pipes and fitting that were causing the leaks and started the spa running. At this time everything seemed to be running fine and in order. Mr. Graham calls me and requested that the remainder of the balance ($736.56) be paid immediately. We stopped in to pay the balance, with cash, on Tuesday 11-13-12 per his request without question. After a couple of days, we noticed that the spa was losing water (approximately three inches over the course of several days) and immediately contacted Mr. Graham to notify him of the problem. He sent the crew ?Doug?s Pool & Hot Tub Service? out to address the issue 6-7 days later, again after contacting him multiple times requesting that he give us a day and estimated times that his crew ?Doug?s Pool & Hot Tub Service? would be out. He was not able to give us a definite time, as he did not know the schedule of his subcontracted crew ?Doug?s Pool & Hot Tub Service.? When they arrived, they found that the leak was a broken cover for the light that would be an additional $179.23 for this repair. We agreed on the repair, and the price which was replaced and paid on 11-27-12. The bill was paid over the phone, before the company would even come out to fix it. Again on or about 11-30-12, we noticed that the spa was again loosing water due to a leak and contacted Mr. Graham with no response. I contacted the store on 11-7-12 to find out that Mr. Graham was on vacation and not returning calls, until he returns. However the person at the store (Cheyenne) said that she was instructed to not send the crew ?Doug?s Pool & Hot Tub Service? out until a service charge of $125.00 was collected. After disputing this with Cheyenne, she told me that she didn?t have to listen to me and hung up the phone. After spending $1648.16 on repairs to a spa that still is leaking and not knowing if the repairs that were made were necessary and or correct, Mr. Graham is refusing to complete his commitment to repair the spa and with his arrogant attitude. It is obvious that he does not care about service, but about the bottom line. It appears that his bottom line is more profit, as this was an existing repair/job, which should not require an additional service fee, in order to complete the service call. We feel that this has spiraled out of control, and Crystal Clear Pools now wants to wipe their hands of it and leave the mess for me to clean up. I would not recommend doing business with this company, as the service is unacceptable, and unless you are writing a check.

Crystal Clear Pools service techs were polite, prompt, and happy to answer all my questions. I would definitely recommend.

I called early in the morning and left a message. I got a call back within an hour and described the problem. The technician went to my house immediately and called me within the next hour to tell me what he thought the problem was. He had to take the motor back to his shop to work on it. Fortunately the part was salvageable. He was back later in the afternoon and had it reinstalled.