O'Larkins Pool Service

unknown

They Replaced/Installed an above ground pool pump system and it failed in less than a year. My husband was deployed and so it was barely operated during those months (just enough to keep pool clean). When I contacted O'Larkin's regarding the non-working pump, Joe (the Owner) originally said, no problem, it is less than 1 year old, I will come out and pick it up and get the warranty going on it..... On the appt. day he was a "no show". Then when I called, he was unavailable, yet Tim claimed they never did a replacement, only minor repairs... (funny, since I still have the old unit in my possession). I also called the manufacturer of the motor he installed, and was told if I had purchase information (which I don't since O'Larkin's purchased it) - the manufacturer would have worked with me to get it replaced. After some research by the manufacturer, he found that the pump he put in hasn't been made in over 2 years, thus a possible reason O'Larkin's can't submit it for warranty work. My guess is they replaced my pump with a used one (unbeknownst to me) and now that it has failed, will not acknowledge their part in it, will not replace it, or repair what they installed. I have been going rounds with this for 2 months now, and am ready to pursue further actions........

I was told that everything was included in this service (brushing, skimming, empty skim basket, check pump, back washing etc.) except vacuuming and that they try to spend no less than 30 minutes (with 2 guys) on each pool. That sounded pretty good to me for the price. 2 months later i am very dissatisfied. Reasons: Poor communication:Left several messages without return phone calls. Company stated that they would always leave a note on my front door detailing the state of my pool/what was done that service. Many times this note was not left and i had no idea if they shocked the pool and we if need to stay out or not (especially considering our pool was very cloudy). Poor Quality of work: First week service was fine. Second week not enough chemicals put in so pool turned cloudy. Then no one showed up that week so pool got worse. It turned out to be 2 weeks before someone came out again. By this point, the pool was in bad shape. They did manage to get the water clear again and it stayed clear, but algae remained on the sides and on the grout in between tiles. I tried to be patient (I didn't call for 2 weeks) and give them time to get rid of what they created (I never have had algae before I started using this company). I left messages, but no one returned my calls and when the phone was answered, I was told by Tyler, " that the owner was getting very frustrated with me because I am never happy. We have over 70 clients that are happy and you are the one that is not." If you want to cancel service, that would be fine with us. " Let me first say i was not rude in any way...I just wanted my issues addressed. I started off by asking what process needs to be done to remove the algae? Tyler said, "the only way is for you to brush it everyday." I do not have time for this...this is why i hired them. There would be much more I could say about this conversation that is definitely not good customers service, but i will not harp on that. Quality: After calling the owner (who also does some of the pool cleaning) several times and receiving no return phone calls, I was able to intercept him while cleaning my pool. I asked him about the algae and he said, "he didn't notice it the last few time he was out. It was there... We discussed how he could fixed it at no additional charge to me since they allowed the pool to lapse. He said some times it just takes them a while to become familiar with a pool. Ok, understandable. Mistakes happen. All I want is for it to be fixed. I told him that we were going on vacation for 2 weeks and that he could do whatever he needed to do to the pool. His plan was to put tons of chemicals in it . He assured me it would be healthy upon our return. It is not. I believe he has good intentions, but the experience/knowledge may possibly not be. Overall, The concept is good, but the execution is very poor. Customer's service is horrible mainly due to Tyler. He makes a good sale , but he/company does not follow through. The cleaners were usually out of there within 15 minutes and I was told they could not add water if the pool was low because they just do not have time for that. Turning on the water for 30 minutes (the time Tyler said the cleaners would usually spend on my pool) would be more helpful than turning the pump off in my opinion. I had American Pools in Killeen, previously and was very satisfied with them. I would highly recommend choosing them instead of O'Larkins Pool. I will most likely go with them as well. However, i am attempting to still have O'Larkin's fix the problem they created. If things turn around and the folly of mistakes (many i have not mentioned) made by them improve, then maybe we can have a long happy relationship. I still like the concept. I just want to see better follow through. **I will update this review to let you know the final outcome. Thanks for reading and I hope you find this helpful.

Joe Larkin is the owner/operator of O'Larkins pool. I have used him for over a year now. He does an excellent job. He is courteous and professional. I would recommend him to anyone. We have an above ground pool. But he works on all pools.