Crystal Clear Pools

Pool cleaner located in Ajax. Family owned

We responded to a flyer from Crystal Clear Pools about opening, closing pools and service. Steve McNee the owner responded we set a date for the opening. Steve’s crew arrived on time and were very professional. His crew removed the cover, vacuumed, etc. He told us to wait until the pool was full, then just turn on the pump and we were good to go.
This is where it turns ugly. When the pool was full, we turned the pump on and it wasn’t properly primed. Unfortunately it was allowed to run for several hours which I believe caused some damage to the pump. I was away, but when I returned home I called Steve right away. He told me that despite what I said everything was fine with our pool and that the instructions were correct. He said he’d check with his crew and call me back.
When Steve didn’t call me back, I called again. It took some 10 days for him to return my call, and it was just to «confirm everything was fine with our pool».
In the meantime, we’d had a couple of other pool technicians look at our system. Two of them confirmed that the pump was damaged from running «empty» or without a proper prime. Furthermore, they showed us that our filter had an unusually low level of sand (about ¹⁄₃ of what it should) and clogged with debris.
In response to Steve’s follow up voice mail I wrote the following email indicating my unhappiness with the service — that they hadn’t got the pool system up and running properly and had ignored my requests for help when I called. His response was shocking and included personal shots at me (who he has never met) and an overseas visitor who was there.
I’ll only include Steve’s first response because he got really ugly after that UPDATED — THIS CEO INSISTS ON THE LAST WORD — I asked this guy a question about his service and his response was to call me an idiot.
See the following:
Steve
Thanks for you voice mail the other day. I’ve been meaning to get back to you. Unfortunately, our experience with your services leaves a lot to be desired, but if you don’t hear from your unhappy customers, you won’t know why you’ve lost them.
So, our pool remains non-​functional despite your assurance that all we needed to do was flip the pump switch on and we were «good to go».
Despite your team’s assessment that everything was in fine shape and working, we’ve had problems with the pump (which may have been exacerbated by your assurance that we just need to «flip the switch» — it was run for several hours without a proper prime based on that instruction) which has now been replaced, problems with the filter which was down about 60 – 70 lbs of sand (you only needed to touch the filter to realize it was far lighter than it should be), and problems with the heater (which are still not resolved). I really question whether the person that looked at this equipment has ever done it before.
Compounding our unhappiness is the fact that I called you personally and you assured me you would check with your crew and get back to me that night. When I didn’t hear from you, I called back and left a message that same day, and it still took well over a week to get any response from you. I realize it is busy season, but that was ridiculous and inexcusable.
At this point, I think you should refund the fee we paid your company and be done with your marketing efforts in Richmond Hill because we will be quite vocal about the poor service you’ve provided.
Regards
David
David
I can’t deal with customers like you.
Why would you replace the pump when it didn’t need replacing? Waste of money.
Your filter comment is simply ridiculous.
Having a heater issue, has nothing to do with the opening.
Your pool was vacuumed using your pump right in front of of the father in law.
Money back for what? We did the job in its entirety!
Maybe you will get a new heater too, even though you don’t need one. Filter too!
Good luck, you’re going to need it.
Steve
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Fortunately, the firm opening my neighbours pool have been helpful getting us through the issues we’ve had and 2.5 weeks after our experience with Crystal Clear Pools, we are able to swim
CEO’s Last email to me –he took great pleasure when I misspoke and said there was a code on the filter — the error code was on the heater and the filter was in fact so empty it moved with no effort:
Einstein
You are such a dunce! You could tell the sand filter was down in sand by touching it! Suuuuuuuure you idiot!
Keep reading those codes on the filter!
I let you have last email but you STILL wanted to chirp some more.
Great thing about never coming to your area is, it’s too far anyway.
Also, dealing with customers with double digit IQ’s, is ever fun, so, I pity the next company that you stumble into.
Hey, I counted to ten before typing this and you are STILL an idiot.
Keep reading those filter codes.
Ya’ know, when you are trying to be condescening, you should at least come across as semi knowledgable.
P