CLEARENE POOL & SPA SERVICE INC

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Purchased a new house with a warranty from HSA (Home Security of America, Inc.) that has a pool and Clearene is the vendor that does the service work for this service. 8/5/2015: Filed a claim with HSA about the pool leaking, Furnace needs some work, and the skimmer line may be partially plugged. I also called Clearene and verified they got the claim and they said it would probably be a week before they could come do the work. 8/10/2015: Clearene called and said they looked over the fence at the pool and it has a leak (obviously I already knew this as I said it had a leak, that's the point of them fixing it). Clearene said they would need to schedule some kind of pressure test to find the leak and that would be $500. I told them I now knew where the leak was at; it is at the foot of one of the ladders where is rests against the side of the pool and where a previous patch came loose. I said I was open to scheduling the work pretty much at any point and to give me a call so I could let them in the fence to fix it (it is a law that you have to have your pool enclosed in a fence so some random person or kid can't come drown themselves without permission). 8/14?/2015: Called and left a message on their voicemail about when they were going to come out and fix the pool. 8/18/2015: Called HSA to find out anything/something and they said they would call Clearene to get them to submit a diagnosis (which is the first step in the warranty process). They said this should only take a few days. 8/21?/2015: Called HSA to find out that no progress has been made and that I needed to talk to someone in their approval department. Late in the day and already been on hold for 25+ minutes and the approval wait saying a similar wait, I just hung up and would try them another day. 8/24?/2015: Called HSA again to find out still nothing done 19 days later from initial claim. Earlier in the day so I waited through a couple different holds to talk to someone in the approval department. They said they needed to call Clearene and find out what was going on, Clearene needs to submit the diagnosis, and it would be a few minutes on hold. Something like 15+ minutes later she reports back that Clearene says the pool has a leak and they need to do a leak check. I tell HSA that the pool company Clearene is just trying to rip them off because I already told them where the leak was and there was no reason to do the leak check. Many questions later and discussions about the warranty and what was covered, the process, and this has been 19 days and still absolutely nothing has been done on fixing the pool; I find out what is really going on. Much of the language I was hearing from people like Clearene seeking "approval" for the work even back on 8/10/2015 was geared toward getting the homeowner to agree to the work whether it is or isn't covered by the warranty. Keep in mind both of these companies are in this business and they know what is and isn't covered. Both companies imply the warranty is going to cover the work and work to get your approval to do the work. It is pretty simple to see the way it should be done in that here is the diagnosis: The liner and any work done to it isn't covered per the warranty terms including any leak checking done on it and would cost $XXX.XX; The furnace is covered under the warranty and here is the charge estimate for it $XXX.XX where you would only have to pay the deductible of $100; also the skimmer clean-out isn't covered due to it being underground (despite any work on it not involving any digging) and would cost $XXX.XX. I refused service from Clearene and currently have it open to have my own pool service try to deal with the nightmare of HSA or just forget either of these exist and just get it all done on my own. By the way, the HSA home warranty is not cancel-able per the terms of the warranty.

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I have an in ground pool with two skimmer boxes. One was cracked and needed to be replaced. I started pricing this work back in April and found the majority of the pool companies to be either unresponsive, told me I would need a new pool, caulk it, or just leave it till it got worse. The level of expertise varied widely and after calling all of the pool companies that worked in the area I was down to two companies that spent time with me in a professional capacity and that I felt I could trust. One of them could not fit me in till fall. Mark came out to my house and was on time. He was very professional and took time to explain what and how he would do the repair. This type of repair requires a few trips due to the work and then all of the rain we were getting made it that much more difficult to get it done as well, but Mark's guy was great. Each day he was out he explained what he did that day and what he would do on the next trip. The job is complete and looks very good and the new skimmer is working perfectly. I will definitely be calling Clearene back next time I have a repair because I know I can trust them.

This was a warranty repair and from the moment they contacted us it was one excuse after another as to why the repair couldn't be done in a timely manner (they were too busy, they forgot to order the part, they got the wrong part, the insurance company was slow). The full repair took over two weeks and I made 6 different phone calls to understand where we were in the repair process only to hear time-and-time again that they would call back (which they never did, all actions had to be initiated by me). Just plain poor customer service and outright rudeness even from the owner. I would not recommend this company in any way as they just are completely clueless about customer service and communications.

I was not at all happy with them. They were not great. From January 2011 through October 2011, after 10 months, they determined that they weren't able to repair my hot tub. On November 15, 2011, they replaced the hot tub that they could not repair. Their billing was not very detailed. I was going through an insurance company, but when I requested detailed substantiation of what it was that they were billing for, they just said it was for the number of hours their people had been here, nothing about when it was. I wanted to know when they came, specific date and time and what they did. I never ever receive what I had asked even after multiple requests. There were many no shows and many postponed visits. What I was concerned was what they were billing for which they could not tell. The billing was through the insurance company. The insurance company had made the agreement with them. It worked out at the end for me as I have a brand new spa and the insurance paid for it. I am not unhappy. I had been a year without it, it was not fun. I was treated poorly. I didn't trust what was going on. They did not handle it the way I thought they would. They were not professional or good. Their people said they were going to pick the old spa and make money on it. This is not fair play. The pricing was high. I would not use them in the future.

The technician from Clearene quoted an estimate and indicated it might take 2-3 visits to fix the leaks and ensure he found them all. At each visit he would find another leak and told us he didn't have the particular part and would have to return. After 5-6 days of no word from him we would call the company and be told he was working on another high priority customer. This pattern went on for 3 months. We finally cut off the company from doing any more work.

Every aspect went great.

They came out the same day I called - very responsive & ounctual. Problem was corrected. They were a bit on the high side in regard to pricing - we discussed the possibility of having our cover replaced & they came in almost $400 more than a local competitor for the same product.

They are unbelievable. They did pump replacement, leak detection, acid washing for the concrete pool and heater repair. They are the best and well above the other companies we have dealt with.

They were quick to get us scheduled in. They quoted a reasonable fixed rate and stuck to it - no hidden fees for chemicals, etc. Easy to talk to and deal with. Very service oriented.

Fantastic! Everything well as I could of hoped. I would use them again without hesitation.

The owner made a courtesy call to see if I was satisfied with their service. I was very impressed with this, especially since my job was a very small one for the type of work they do.

THE DAY BEFORE WE WERE EXPECTING 100 GUESTS FOR OUR YEARLY WATERFALL PARTY, WE DISCOVERED THAT THE PUMP WAS OUT OF COMMISSION. IT WAS SATURDAY AFTERNOON AND WE WERE PANICKED. I CALLED EVERY SPA AND POOL BUSINESS AND PLUMBER I COULD THINK OF. I LEFT MESSAGES AND ALL BUT ONE FAILED TO RETURN MY CALL. MARK WYNKOOP WAS COMING HOME FROM A JOB AND PICKED UP IMMEDIATELY ON HIS CELL PHONE. WITHIN AN HOUR HIS ASSOCIATE, DOUG, SHOWED UP TO WORK ON THE PROBLEM AND NOT LONG AFTER MARK SHOWED UP WITH A TRUCK FULL OF REPLACEMENT PUMPS. NONE OF THOSE WERE THE RIGHT SIZE, BUT RATHER THAN GIVE UP, THE TWO SET TO WORK UNJAMMING THE OLD PUMP. THEY WORKED MORE THAN 3 HOURS AND FINALLY GOT THE SYSTEM WORKING SOMETIME AFTER 6 PM. WE WERE IMPRESSED BY THEIR RESPONSIVENESS, EFFICIENCY AND FOCUS ON THE JOB. MARK CALLED BACK THE FOLLOWING MONDAY TO SEE IF EVERYTHING WAS STILL WORKING AND NOW HAS THE INFORMATION ON THE NEW PUMP WE'LL PROBABLY NEED NEXT YEAR. THE PARTY WENT OFF WITHOUT A HITCH, THANKS TO HIM.

MARK WAS THE ONLY WHIRLPOOL SPA PROVIDER WE CONTACTED (WE USED 2 OTHERS) WHO RESPONDED TO OUR SERVICE CALL IMMEDIATELY AND THEN COMMUNICATED CLEARLY WHAT HIS REPAIR DIAGNOSIS WAS AND WHAT OUR REPAIR OPTIONS WERE. HE SHOWED UP (WHEN HE SAID HE WOULD) AND PROVIDED WHAT WE WOULD CONSIDER QUALITY SERVICE. HE WAS HONEST WITH US REGARDING THE REPAIRS THAT NEEDED TO BE DONE AND GAVE US OPTIONS TO REDUCE THE COST OF THE REPAIR (I.E., INSTRUCTION RE: HOW TO DO SOME TROUBLESHOOTING ON OUR SPA JETS ON OUR OWN) AND HE WAS TRULY A FAIR AND NICE GUY. WE WOULD DEFINITELY RECOMMEND HIM FOR POOL AND SPA REPAIR AND WILL CALL HIM IN THE FUTURE IF WE NEED FURTHER SERVICE.