East Coast Leisure

We purchased a pool from this company in 2014 for over $6,000.00. We have experienced a great number of issues with the pool starting in last season, 2015, including mustard algae. We bought into the Simple Salt System that was supposed to save us time and money. So far it has been an abysmal money pit. Upon opening the pool we thought everything was fine, brought down our initial opening sample and was told our phosphates were too high. Upon hearing that, the mustard algae made sense. So we purchased $200 worth of phosphate remover as instructed, it turned our pool milky white. We were told it would filter itself out. After two weeks, it had not, so we had to floc. $$$ water bill. Told the young man there not sure if it's my imagination, but I swear I see a yellow hue near the bottom step. He assures me it is my imagination. Brought sample down after floc, was told phosphates acceptable, everything great. I cheered! Yes! Two days later, had family to the house, everyone in the pool, I find yellow mustard algae in the crevices of our stairs and on the floor of the pool next to the steps. (Do not have a sand filter, so not sand). I quickly brushed it with my foot so my family wouldn't see. The next day it was forming on the sides of the pool liner. I read online that super shocking it was the best way to kill it. So husband and I decided for the time being, we would use chlorine to get this algae under control. Purchased it all at EC Leisure and I told the kid, "remember when I said I thought I saw a yellow hue? Yeah, it wasn't my imagination!" I'm so frustrated that after buying everything they tell us to, and doing everything they tell us to, our pool is never right. Who wouldn't be frustrated? So husband and I shocked the pool twice, scrubbing every surface inside the pool prior to each shock. We soaked our filter cartridges in a barrel of bleach for 36 hours to kill anything that might be living on those. I brought a sample down today to see where the PH and alkalinity were after the chlorine shock, only to find our phosphates were higher than the last reading, again. I felt so defeated and upset. I knew the girl helping me had only been there for a few weeks, and by her own admission, didn't have experience with the pools. I asked if I could speak to someone about the pool and what we can do once and for all to get rid of these problems. A young man, who I will not call out by name, came out and and I was literally yelled at in front other customers. I'm frustrated because our pool is never right. I'm frustrated with the pool, never at anyone. I was trying to tell him what we had done in the last three days to get rid of mustard algae, he cut me off and barked at me, "who told you to do that?" I said we needed to get rid of the algae before... He cut me off again "but no one told you to do that!" Then very sharply he asked "is your water clear?" I said yes but I'm still worried about the... He cut me off again and said "use your pool!" I said "please let me finish! I told him I was still worried about the high phosphates, he told me it was fine! I said but it's not okay, high phosphates feed algae and we have spores in the pool. He responded with "okay now listen to me! If the water is clear and you don't see algae, go swim in your pool!" Then he stormed off. I looked at the little girl working there, my eyes were already filling up, I told her to please tell the owner that they just lost a good customer. The same young man yelled from the back of the store in front of customers, "I heard that! That's fine! That's fine!" So there is your customer service. I literally cannot step foot back in the Newport News store and from now on, I will tell everyone I talk to in regards to pools, to stay away from this place. If this is how they treat customers, that's horrible. I was so upset I couldn't breathe. I cried my eyes out. I didn't deserve that. I have always spoken so highly of the company. I know people who have purchased pools because I sent them there. The phosphates are still 2500 ppm. Not okay. But I will work with another pool company for my needs. What a shame this young man was representing this company today. Sincerely, a shame.