Anonymous

After many years, calls you a liar.

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This is my long overdue review of Bay Area Pools and Spa, Home of the Pool Troopers. First let me tell you that I had been a customer for well over 8 years, with zero complaints. Every single payment of my premium service during those 8 years was on time, so when Patrick Kratzberg comes in with his accounts of my "hysterics and lies" and talks about how they have over 12,000 happy customers, review some of the other Yelp stories to see there is a pattern. I put my house for sale in May 2017. I have had a salt generator since BAP (Bay Area Pools) first starting servicing my pool in 2009. I have never signed a contract with them, but I'm well aware the equipment belongs to BAP. When I listed my house, my realtor stated I had a salt pool in the description. Fast forward to October, my house has now been for sale for MONTHS. I receive a phone call from Samantha, she apparently is vying for the position of worst customer service award at BAP. (Spoiler! She may win!) who says to me, "We had a guy servicing your pool while your house was being viewed with an agent and our guy overheard that realtor say you have a salt pool." Me, "and?" Samantha, "well, that salt generator is OURS and doesn't belong to you." Me, "okay". Samantha, "well, what are you going to do about it?" Me, "Ummm, I'll talk to my realtor, I guess it's her problem at this point." Samantha, "No, actually it's YOUR problem, and you are a liar. I have your Zillow listing pulled up on my computer right now, and you are lying on it! You better change your ad! You are a liar!" Me, "Umm, okay, not sure how that is YOUR problem Samantha". And I hang up. Please note the following: 1. Samantha, queen of customer service never ONCE mentions the so called policy I was told about days later that when a house goes up for sale, they put you on chlorine service. If this was indeed the policy, why wasn't the generator taken from my house in May? 2. Upon calling my realtor, I was told that in the MLS under realtor notes, it states the generator does not convey. Which really isn't the point as I was not trying to "steal" or "lie" or do anything except sell my house and take care of my pool. So back to my story. A couple weeks after the charming Samantha called my home, my contractor was at the side of my house and asked where the salt generator was, because it was gone. Silly contractor must not know what he is talking about because I pay for the premium salt service with BAP. No, no you don't says contractor. So I call BAP and ask if there was a change of service. Lucky for me, the charming Samantha answered again! She says, "well, I'm not sure why you no longer have salt.....". I say, "please, don't bother, I know why..." and explained how someone called me to berate me about being a liar. Good news, Samantha remembers me, because she was very quick to point out several times that I had the audacity to hang up on her. Never mind I was working and she wanted to argue about something I couldn't possibly muster the feelings to care about or waste one more minute on. I was paying my bill, and I was getting service, that's all that mattered, right? Well, Samantha precedes to call me a liar again, and uses her work time to once again look up my listing on Zillow like some kind of stalker. She then proceeds to read the ad to me in a sing song voice much like my kids used to do when the argued as little, small, immature children, while calling me a liar for about the 10th time. She then tells me about the policy that no one had enforced in months and she failed to mention the first time she called me. Listen, had she just called up and said, "Ma'am, we became aware your house is for sale, and this is what we are gonna do...." I would have said thank you and went on with my life. Instead BAP wants to accuse me of the common crime of pool equipment theft with people who know exactly who I am. Clearly, I'm not a smart criminal. So, anyway, I ask to speak to a supervisor, and she continues to read my Zillow ad. I ask again, and I keep asking until she screams at me, "you had your time to talk, and now it's MY TIME". Again, I demand a supervisor until she finally just hangs up. I never called her a name. I never cursed. You know, just for the record. Who knows, maybe the recorded me and didn't tell me. When my pool tech shows up the next day, I tell him to get off my property. He nicely wants to know where my salt generator is, and I laugh and explain the whole thing to him. He's apologetic and swears someone will call me, but not Patrick or Samantha. Well, that didn't happen. I call to cancel and get a nice man in accounting who promises they will put the salt generator back and says Samantha must of been having a bad day or something. He noted what a good customer I am and would make this right. Funny, he didn't know about the policy with a house being for sale either! After thinking about it, I call back a few days later to cancel my service completely and they put Patrick Kratzberg on the phone who talks to me about how Yelp reviews and social media are only for people who want to cause issues and aren't legit reviews, how BAP has so many happy customers he can't quite contain himself and how I was a liar and "had a contract". I said, "oh Patrick, I do not and if I do, I dare you to produce a signed contract" to which he said, "well you have a contract, I can't control it if you won't sign it." Hahahahahah....Patrick doesn't understand that if I haven't signed anything we don't have a contract. In fact, I have three emails from the last three weeks from BAP begging me to sign a contract. I'm not even a customer, but they are determined to get me to sign this contract! And really, that is NOT the point! The point is, that had this been handled the CORRECT way from the beginning, I would still be happy with BAP. I would not have convinced two friends already to cancel service with them, I would not be writing horrible reviews on every site I can manage, I wouldn't be contacting the BBB, and I wouldn't be telling anyone who will listen not to use their service. Including everyone in Pinch a Penny, who by the way, are a heck of a lot cheaper and pretty cool. Don't waste your time with these jokers. They don't know how to manage problems, and they like to call customers names when they get flustered. Customer service will make or break you, my friend. Please, for the love of all that is good, you best tell Samantha.
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Cons:
  • Samantha or patrick
Reason of review:
Poor customer service

Preferred solution: I want nothing.

Anonymous
map-marker Santa Clara, California

Terrible Company

In June 2016 I contracted with BAP (Bay Area Pools) to service my open pool every week. They came out and accessed my pool and equipment. They forced me to put in a brand new filter $325 which was done immediately upon their request. Then BAP did now show up for weeks. My pool accumulated so many leafs and debris it went green with alge. The debris stained my pool. When I called they stated they made a mistake and only had me scheduled for once a month. Then they came out and pushed so much debris through my brand new filter it clogged causing high filter pressure 30 psi. This in turn damages my pool pump. They continued to try and fix the high psi in my filter that they created but with no success. They have now somehow clogged 4 of my 8 pool jets. I have had 2 seperate pool repair companies bid to replace my pool and both stated the filter psi was not acceptable. That it should range between 10 to 15 psi. I have now spent $700 with BAP and they have damaged my pool and filter system. The cost to drain and clean the stains is into the thousands.
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Reason of review:
Bad quality
Anonymous
map-marker Clearwater, Florida

Poor low quality service

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Bay Area Pool Service - Poor low quality service
They don't care about your pool. We were with them 5+ years and service deteriorated sharply. My experience: We changed to salt on their recommendation and it was good for the first year. We would have a service tech visit 2x per week (one clean, one chemicals). Eventually they began leaving our gates open, quick clean and get out. The pool began to experience small black spot and we requested help on this. They got worse. We had visitors coming to town and requested service since the pool was beginning to turn green. Our visitors came and the pool was green (attached photo), embarrassing to say the least, NOBODY showed up for 2 weeks. Its like they were ducking us. We called several times for the supervisor, and emailed and never received a call back. We did receive email response that someone would call but never happened. We soon there after disassociated their services, only then did we receive a call from a supervisor. I do not recommend them. I would go with a smaller pool company that cares or, do it yourself. Avoid these guys.
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Loss:
$375
Pros:
  • Personable technicians
Cons:
  • Poor results of salt system
  • No return calls
  • Dirty pools are embarassing
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

Anonymous
map-marker Silver Springs, Florida

Horrible company

Communication with personnal at first was great, but I guess that can be decieving. First off in the first two weeks of service there was five different people walking in the back of my house at any point ofnthe day! I asked to knock first but I guess that didn't go through or maybe or it was because no one really spoke english. I tried to talk to one of them but they did not understand me! When I finally did get to speak to someone they didn't seem very happy and started to complain about the other guys that were at my house. And after first bill I got, I was charged for two items that I never even got. It said family owned and operated but this is corporate ***. You never see the same person twice. Ill stick to the local guy and help the economy!
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Loss:
$85
1 comment
Guest

So, how did the pool look. Most people never even see the pool guy there to service their pool. :cry

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