GROVES SWIMMING POOL SERVICE, INC.

During scheduling of service I was in contact with Scott (service manager) and Jeff, who frequently answers the phone. I was looking to replace faulty water level sensor and asked about the cost and what is covered by $88 service call charge. Jeff advised to me that $88 service call includes diagnostic and no job will be performed after diagnostic until I will approve a quote provided by the tech. Prior to scheduling service I also communicated with Scott and explained to him that the wire to the sensor is already inside PVC pipe and to pull the new wire through and connecting it’s two contacts to the controller unit shouldn’t take long. Based on this information he quoted me the price of around $125 if the job will not require any additional work. On September 19th arriving over an hour late tech didn’t performed any type of diagnostic and only replaced provided by me sensor without even turning the power off to the controller unit during re-wiring. He didn’t answer my question about the cost of work and referred me to his office. After the replacement of sensor auto refill still didn’t work but the tech left the premises stating otherwise. I called Groves Pool Services again with complain and the same tech came back and “established” that I need a new Levelor K-1100 controller unit. This time he called his boss for the price and gave me a quote of over $850. I declined the repair. A few days later I received an Invoice for $183. I called Scott referring to his previous quote and if he had any doubts suggested listening to our recorded conversations (Groves recording all calls). Since I was unhappy with the results he offered me to pay only $88 service call. I thanked him and asked to e-mail me the new corrected invoice, so I can make on-line payment. I waited a few more days for the new Invoice and then made a few phone calls to Groves office with the reminder that the new Invoice hasn’t been sent to me. I also called a few local licensed pool repair companies and after explaining over the phone the refill issue was advised that most of the time only two elements fail and need to be replaced: sensor (which was already replaced) and/or solenoid, which cost around $62. After the replacement of solenoid (not by Groves Pool Services) my pool refill is working fine. During the next few days I kept calling Groves Pool about the new invoice and was finally connected to Scott. I told him about incorrect diagnostic by their tech and that his mistake would cost me over $850. Then I reminded him about the corrected Invoice and was told that I have to pay the full price because the owner didn’t approve the reduced charges. No attempts by Scott or any other employee of this company to inform me about the reverse decision by the owner has been made prior to my call. I mentioned the review I was planning to leave about my personal experience with Groves Pool and Scott told me to pay what I feel is fair. Since Scott, based on his previous undelivered promises, had no authority to make this offer I went ahead and made the full payment. With all the frustration, conflicting promises about reduce charges and more importantly offer to replace perfectly working unit for $850 I would expect them at least to keep the promise of reducing the cost to the service call fee. Their moto "Qualtiy <their spelling> service you can rely on ~ Professional technicians you can trust" doesn’t apply to my case.

I had been using this company since I came to naples for about 4 or 5 years, from the beginning excellent service and I never had to call the company, I only went to their offices when I moved to a new residence to install a heater and do a remodeling of the entire existing pool system which resulted in a total change because everything was in poor condition, so far everything is perfect, great. COVID came and they began to raise prices, from the 120 dollars that I paid I ended up paying 175 or something like that, even paying every three months, the service for which Jamar paid was given in its entirety because the employees NEVER VACCUMED the machine with the they did from my SKIMMER, but that's ok no problem because the pool is never used and usually appears to be clean. Until they sold or decided to join another company and change their name to GROVES OCEAN BLUE, everything here was a disaster in less than a month, so I ended my services with them. First they changed me to SONY, a person who always took the time to at least keep the levels and the walls and floor clean, then different ones began to arrive every week, they left a mess cleaning the pool filter, the pool suffered from dirt due to a deep cleaning that was done in their surroundings, these guys threw everything that the cleaning rod extracted right on top of the flowering plants around the pool, that's being pig, I don't want to see how they live in their houses. Then, even though I was pending for a month of service, they sent me an invoice for 175 dollars, I immediately called WHICH COST ME A LOT OF TIME AND DAYS TO BE ABLE TO COMMUNICATE, THEY NEVER PICK UP THE PHONE and explain that I did not owe them anything, they simply said that they do not have any My record in the system, rather the girl began to collect my information as if I did not exist in her systems, then I realized that it was already chaos, I immediately canceled them. AFTER THE CANCELLATION EVEN MORE CHAOS: I began to attend to my pool, the PH levels at 8.6, and then I realized that this had problems. Chlorine was almost at zero, I began to check cameras because I have 4 cameras in the 4K pool with audio, and I realize that the last 4 services barely put out any product, they only measured the water conditions twice, and the water starting to take on a green color. HORRIBLE EXPERIENCE. REALLY A FIASCO AND A MONETARY THEFT TO THOSE WHO PAY OR CONTINUE TO DO SO. THEY DO NOT RESPECT THEIR CUSTOMERS OR ANSWER THEIR CALLS AND THEIR SERVICE IS TERRIBLE.