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My Pool Xpert

3.6(
7
)

Pool and Spa Service

About us

Additional web address: http://mypoolxpert.trustab.org

Business highlights

18 years of trusted experience
Emergency Services Offered

Services we offer

Licensed and insured weekly full service pool care, filter & salt cell cleaning, equipment installation and repair, warranty service, and pool inspections. Weekly service includes: test & balance the water, empty the cleaner bag, pump baskets, & skimmers, brush walls and horizontal surfaces, vacuum as needed, skim the water to remove debris, & inspect the equipment. Major repairs handled by licensed repair tech. Also provide vacation service (2 weeks min) and seasonal restarts.

Services we don't offer

We do not offer chem only service. We do not work on vinyl lined pools or above ground pools.

Amenities

Emergency Services
Yes

Accepted payment methods

Check
Discover
MasterCard
Visa

Photos of past projects

Reviews

3.67 Reviews
Write a review
Number of StarsImage of DistributionNumber of Ratings
5
57%
4
0%
3
14%
2
0%
1
29%
Rating CategoryRating out of 5
quality
3.5
value
3.1
professionalism
3.7
responsiveness
3.4
punctuality
3.7
Write a review
Showing 1-7 of 7 reviews
Rhonda M.
05/2015
1.0
pool cleaners
  + -1 more
unknown
Description of Work: Did not fix problem they were called out for and will not return my calls when work was questioned
Rating CategoryRating out of 5
quality
1.0
value
1.0
professionalism
1.0
responsiveness
1.0
punctuality
1.0
$850
Response from My Pool Xpert
When you originally contacted us your description of the issue was unclear so we arranged for our repair tech to diagnose your equipment when you could be there to speak with him. Based on his diagnostic testing, we determined the problem was a PC board inside the heater miscommunicating with the control system. After that initial meeting, you e-mailed us saying "Thank you for the great communication ... [the technician] did wait for me to get home and he was able to determine what the problems are and I will be waiting for his findings and the cost." We diagnosed the problem on a Friday and emailed you a repair quote the next business day, Monday. (For clarification, the quote was for multiple repairs; the heater repair being less than half of the $850 total.) You approved the new board, we installed it on August 22, and the heater worked. We tested the heater via the control system and your Jandy PDA remote. Using both methods the heater worked. Seven weeks later on October 10, you called to say the heater was not working again and suggested the control board was never the problem but the Jandy PDA was the real issue. We replied via e-mail that our tests showed the heater worked using the PDA and if it had been the issue, you would have had other problems controlling the pumps, lights, and cleaner. You also shared that you spoke with Jandy's tech support and they suggested the sensor in the heater may be the problem. Looking for clarification, we also called Jandy tech support and were told they do not advise on Raypak/Rheem heaters (which is what you have) so there may have been some confusion as to what piece of equipment they were trying to troubleshoot for you. In the seven weeks since we repaired the control board in the heater, it's possible another component failed. Your heater is older and parts fail. However, heaters operate in a linear sequence, that is, they work up to the point of a failed component. The sensor is the first component in the sequence. If it had failed when we first tested the heater on August 22 the heater would not have worked when our tech turned it on manually during diagnostic testing. But it did start manually. Additionally, if the sensor had failed, the heater would not have worked during the post repair testing with the new control board; but it did work. In short, we diagnosed a failed PC board inside the heater, you approved, we did the repair and the heater worked. If the heater stopped working seven weeks later it was likely a different issue, requiring another round of diagnostic testing. We said our repair tech could return to do that, but there would be a service call fee since the issue you paid to fix was resolved. You said you did not want to pay for another service call. We welcome and appreciate the opportunity to work with new customers. However, when a customer asks for multiple discounts, requests specific appointment times but isn't available when we arrive, wants to leave a cash payment outside unattended, and challenge our tech's competency seven weeks after a repair is done, it's hard to look at that experience as a positive one. We made special arrangements, returned phone calls, and wrote lengthy e-mails of explanation to you. We did our best to accommodate your requests, including the significant discounts you requested. You came to us through Angie's List and we wanted to honor that opportunity. It is unclear to us what more we could have done. The heater was repaired and functioning when we completed the job in August. To receive a negative review 9 months later, even on aspects you praised in your e-mails to us, is surprising.
Melanie B.
02/2015
3.0
pool cleaners
  + -1 more
The price they quoted me was way far and above more than what I knew the parts actually cost. I ended up using another company for the repairs with costs that were comparable.
Description of Work: only a service call was utilized
Rating CategoryRating out of 5
value
1.0
professionalism
4.0
responsiveness
3.0
punctuality
4.0
$55
Response from My Pool Xpert
Thank you for your feedback. We always appreciate the opportunity to work with new customers. When you spoke with us, you were in the process of selling your home and were looking for the least expensive way to install a new booster pump. You shared in an e-mail that you “checked through a friend and the best price found was $230.” We explained that price was lower than our distributor’s price. Since $230 is roughly the price for a pump sold online, we replied “If you can get a booster pump for $230 through a reputable business and they will install it for a reasonable labor rate - you should take the deal.” However, we cautioned that buying online had risks. One is the manufacturer warranty may be voided due to the uncertainty of the equipment's "chain of custody". (Stolen equipment sold online is not uncommon.) Another risk is damage to the equipment from improper storage or shipping. Most service companies will not install equipment purchased online for these reasons, but mostly because if the item doesn't work when installed, it cannot be returned to a local distributor for a timely replacement. A service company looking out for their customer's best interest will want to have all options available to provide great service. Great service also includes quick response. Within 48 hours of your initial phone call we did a thorough equipment inspection and diagnosis, and e-mailed a findings report and repair quote. With your approval, a new pump could have been installed the next morning. From start to finish the process would have been less than three days during the busy July swim season. Looking strictly at the price issue, a discount of $25 was offered to you if payment was by check on the day of service. The price we quoted for that specific pump was competitive (actually lower than) other well-known local service companies. By the end of our e-mail correspondence you thought you would “just give the (home) buyers a check for the cost of the booster pump and let them make the decisions.” We agreed with your thought since the warranty would then be under their name and they could pick the service company to use and with which to build a relationship. Since you ultimately had someone else replace the pump, we can only assume your offer was not acceptable to them. Our goal is to provide great service at a good price – before, during, and after. This is only possible if prices are fair to the customer and to the company. A company that discounts its prices too deeply will not be in business for long, and is highly unlikely to be there the next time you need help. Being a service provider customers can depend on is important to us. Having a service provider a customer can depend on is important to customers. Neither can over value this quality. Should you need pool service at your new home, I hope you will keep us in mind. We’ll be here.
Todd H.
09/2014
5.0
pool cleaners
  + -1 more
unknown
Description of Work: Pool drain and refill
Rating CategoryRating out of 5
quality
5.0
value
4.0
professionalism
5.0
responsiveness
5.0
punctuality
5.0
Yes, I recommend this pro
$150
Vickie P.
03/2014
5.0
pool cleaners
  + -1 more
.
Description of Work: Ongoing pool maint.
Rating CategoryRating out of 5
quality
4.0
value
3.0
professionalism
5.0
punctuality
5.0
Yes, I recommend this pro
$195
Greg C.
01/2014
1.0
pool cleaners
  + -1 more
Not well at all. When I signed up was suppose to have same day every week and same person doing the work. They eventually changed the day and we had over the time several changes in people coming to my house. I was not happy with the consistent level of pool cleaning. I found the quality of the technicians lacking as well. The last time I had an issue they come out because the pool had stopped running and it was to get below freezing that night. They told me it was a breaker that was bad and I needed to replace it.. I did that and it did not fix issue so I called back. They told me I needed to call a electrician to fix it . So I called another pool company and they came out and quickly discovered it was just a loose wire in the controller box. They quickly fixed it.. I will never use them again!!!
Description of Work: Full service pool service for most of 2013
Rating CategoryRating out of 5
quality
1.0
value
1.0
professionalism
1.0
responsiveness
1.0
punctuality
1.0
$160
Response from My Pool Xpert
We appreciate the feedback and are sorry you were so disappointed with the service received. Truthfully this was a particularly frustrating situation for both sides. As you recall you came to us upset with the quality of service provided by your previous company. Our initial inspection of your pool equipment confirmed that several issues had indeed been missed by them. Within a week of our diagnosis we repaired the heater (high limit switches and thermal regulator), replaced seals and o-rings on the waterfall pump, and repaired a filter leak. A week later the freeze protection on your pool malfunctioned. We diagnosed the problem as a failed temp sensor and recommended replacing it. You insisted the temp sensor only needed to be calibrated and that you had actually paid your previous company to do that. To get a second opinion we called Pentair’s technical support team. They confirmed our diagnosis and recommendation and further said the Compool control system only uses linear temp sensors and could not be calibrated. We knew your pool could potentially sustain more damage during the cold snap if the freeze protection wasn't working so we discounted the quote in an effort to encourage you to make the repair. You decided to wait. Nearly 10 months later when the weather turned cold again and the freeze protection still wasn't working, you called to have the sensor replaced. You felt you should get the discount offered earlier even though it was past the 30 day price guarantee on quotes. In a gesture of goodwill we honored the discount even though the cost from our distributor had increased. Two months later in December your filter pump stopped working. Our repair tech tested the system and determined one leg of the breaker had no voltage. Since working on breakers is not permitted within the scope of our RAI licensing we said you should call an electrician. You insisted you could do the repair yourself. When you called to say a new breaker didn't fix the issue we didn't know if you bought the right part, installed it incorrectly, or may have had a faulty part. Regardless, if the pool service company you called next was able to fix the issue it was because they worked on the breaker (outside the scope of their licensing) or they did a repair that did not meet code creating a potential fire hazard. Neither of these repairs is difficult, they are just not allowed under the RAI license. Rather than admit this to you, it is easier for them to say “it was a loose wire in the controller box.” During the 12 months we serviced your pool, you are correct that there were some changes in “the people coming to your house”. As much as possible we kept your pool tech and service day the same each week but there were times when a change had to be made to accommodate route realignments for staff changes, vacation days, sick days, or holidays. (No one wants a pool tech in their yard on Thanksgiving and Christmas.) It’s important to us that our customers know who is in their yard and when they are going to be there so whenever possible we sent e-mails to let you know of these changes. Our hope is this consistency combined with uniformed techs and marked company vehicles adds a level of comfort and security for all our customers. We firmly believe when someone chooses My Pool Xpert to care for their pool it is an honor and privilege and we deeply regret your experience did not meet your expectations.
Melissa B.
07/2013
5.0
pool cleaners
  + -1 more
My Pool Xpert has taken of my pool for years. They are a great family owned business. They also constructed my pool years ago. They communicate very well, always leaving a door tag detailing the work performed. If any work needs my attention, they notify me by email immediately and suggest a plan of action. My pool is very clean each and every week. Great people!
Description of Work: Weekly service and repairs for several years.
Rating CategoryRating out of 5
quality
5.0
value
5.0
professionalism
5.0
responsiveness
5.0
punctuality
5.0
Yes, I recommend this pro
$175
Response from My Pool Xpert
Thank you for the positive review of our company and services. We deeply appreciate that you chose My Pool Xpert to be your professional pool care team. One of our guiding principles is "excellence in service and customer communication." Whether face-to-face, via door tags, or through e-mails and phone calls, our office and field staff are committed to keeping customers updated on their pools. Providing timely, accurate, and helpful information is second only to keeping their pools clean and swim-ready year round. In an industry that has dozens of service companies in this area to choose from, keeping a customer happy for six years, as in this case, is evidence that principle works.
Brenda E.
06/2013
5.0
pool cleaners
  + -1 more
The pool is clean and they are flexible with their scheduling. I have been very happy with them. They actually installed my pool for me as well back in 2004 and I have used them for 9 years!
Description of Work: They clean my pool every week.
Rating CategoryRating out of 5
quality
5.0
value
5.0
professionalism
5.0
responsiveness
5.0
punctuality
5.0
Yes, I recommend this pro
$90
Response from My Pool Xpert
Thank you the great review and bringing us to the attention of Angie's List. Four years after we built the pool we were pleased when the owner called us to inquire about our newly launched service department. We have provided weekly service ever since and deeply appreciate that she has entrusted us with the care and upkeep of her pool.

    Contact information

    8707 West Lane, Magnolia, TX 77354

    www.mypoolxpert.com

    Service hours

    Sunday:
    Closed
    Monday:
    8:00 AM - 5:00 PM
    Tuesday:
    8:00 AM - 5:00 PM
    Wednesday:
    8:00 AM - 5:00 PM
    Thursday:
    8:00 AM - 5:00 PM
    Friday:
    8:00 AM - 5:00 PM
    Saturday:
    Closed

    Licensing

    Insured
    State Contractor License Requirements

    All statements concerning insurance, licenses, and bonds are informational only, and are self-reported. Since insurance, licenses and bonds can expire and can be cancelled, homeowners should always check such information for themselves. To find more licensing information for your state, visit our State Contractor License Requirements page.

    *Contact business to see additional licenses.

    Service Categories

    Pool and Spa Service

    FAQ

    My Pool Xpert is currently rated 3.7 overall out of 5.

    Sunday: Closed

    Monday: 8:00 AM - 5:00 PM

    Tuesday: 8:00 AM - 5:00 PM

    Wednesday: 8:00 AM - 5:00 PM

    Thursday: 8:00 AM - 5:00 PM

    Friday: 8:00 AM - 5:00 PM

    Saturday: Closed

    My Pool Xpert accepts the following forms of payment: Check,Discover,MasterCard,Visa
    No, My Pool Xpert does not offer free project estimates.
    No, My Pool Xpert does not offer eco-friendly accreditations.
    No, My Pool Xpert does not offer a senior discount.
    Yes, My Pool Xpert offers emergency services.
    No, My Pool Xpert does not offer warranties.
    My Pool Xpert offers the following services: Licensed and insured weekly full service pool care, filter & salt cell cleaning, equipment installation and repair, warranty service, and pool inspections. Weekly service includes: test & balance the water, empty the cleaner bag, pump baskets, & skimmers, brush walls and horizontal surfaces, vacuum as needed, skim the water to remove debris, & inspect the equipment. Major repairs handled by licensed repair tech. Also provide vacation service (2 weeks min) and seasonal restarts.
    We do not offer chem only service. We do not work on vinyl lined pools or above ground pools.

    Contact information

    8707 West Lane, Magnolia, TX 77354

    www.mypoolxpert.com

    Service hours

    Sunday:
    Closed
    Monday:
    8:00 AM - 5:00 PM
    Tuesday:
    8:00 AM - 5:00 PM
    Wednesday:
    8:00 AM - 5:00 PM
    Thursday:
    8:00 AM - 5:00 PM
    Friday:
    8:00 AM - 5:00 PM
    Saturday:
    Closed