Amenity Pool Services — Attraction in Phoenix

I will edit this review if I see improved service, but for my very first service call since taking over Poolman, I'm not very impressed. I left voicemail on 6/30 and submitted a request to online website. Then this morning, (7/1), at 8:55 I was told that an "urgent ticket" was created for me and I should be receiving a phone call soon. I called back at 1:37pm since I had not heard anything and left a voicemail, stressing the urgency and requesting a return phone call. Nothing. So I called again at 2:54pm and waited for 17 minutes to get to speak with someone again. His report showed I had called this morning but nothing had yet been done so he created a "case" to send over to a manager. Amenity owns the salt creation system and I'm shelling out $120 per month. The salt system simply needs a new end cap because it has a serious crack that extends almost 50% of the circumference. So I cannot run the pump due to serious water loss. Anyone who's owned a pool knows that algae can pop up within hours if the water does not circulate daily. Poolman's service and response time was excellent. I'm now wondering if this is going to be a recurring theme with this organization that is more regional/national in scope. 7/2 Update - still no phone call. I called back this morning at 10:26 since I had not yet heard from anyone. This time I pressed "1" which the recording says someone will call back and I will not lose my place in line. After 34 minutes I figured that was a false statement. So I phoned again at 11:00. A young lady told me that 'someone looked at the case 5 hours ago'. What's that mean? Someone went online to see I need service? She then said that a manager has been assigned to it and I asked if the manager has a phone so the person could call me to let me know what's going on. I again stressed how great response time was with Poolman and am now wondering if I need to find another supplier. With that, she tried getting a supervisor (unsuccessful of course). It currently is 12:22pm and still no phone call. They're not making a very good first impression.

7/2 2:40 update - had to reach out to a couple of people in LinkedIn and finally received a phone call. Sounds like I might get a technician in tomorrow to plug the system until we can get a replacement.

7/3 1:40 update - no one yet but the day is not over. I sent email reminder around noon but after no response I picked up the phone again. I was told the work order was in a tech's hands and he should be out on calls now and that she'd ask him to phone me so I could get an ETA . No phone call, (of course), end of day and obvious that I was lied to. Such a shame - how easy would it be to just tell the truth? 'We're so sorry Mr Wyatt but we are terribly understaffed and can't get to your issue until Friday'. (Or whenever)

7/4 Update - ok, so since the cap of the salt system is toast anyway, we decided to try to apply a bandage with some Flexseal goop and tape. Maybe this will allow us to run the pump until Amenity can tell the truth and actually make repairs.

7/4 11:30 - nope, still have the serious leak. Back to phoning Amenity every few hours beginning tomorrow.

7/5 Update - OK, just now bumped up from 1 star to 2 stars and will bump up more as we progress through this repair issue. Tech showed up today to cap the system so now we wait for a replacement salt system. At least we can now run the pump again.

7/10 Update - looks like we now have the salt system replaced so I upped the stars to "3" which is middle of the road. I think I could have come up to a 4 had we been told the truth and had phone calls been returned without my having to track down people...

I have been a customer of Poolman for over 10 years, almost 10 at my current property and 2 years at a previous location. The service and communication was always great. Unfortunately since Amenity took over it has been completely downhill. I (as many others have commented) have had issues with a green pool that went untreated for weeks. I would call and be told that a manager “would get in touch” with me and 4-5 days would go by until someone responded. The technicians wouldn’t empty the baskets or even clean debris out of the pool. The final straw for me was a manager came out (a second time) to address my green pool and advised me that my filters needed to be cleaned. I was sent a work order to clean the filters for $140. I signed the work order and on 7/23 the technician came out. He was at my property for all of 5 minutes. I was busy and didn’t think anything of it, maybe he got called away for an emergency or something? Anyway, I wasn’t surprised the next morning to see a new work order for a $130 fee and stating that I need to replace my filters (with of course a 300% mark up on the filters, but hey you got to make $). What I was SHOCKED by was that I was charged the original $140. My filters were not cleaned, so what am I paying for?! I have called the number 3 times since 7/23 and when I am finally able to speak to a live person (which takes 5-10 minutes of sitting on hold) I am told that “someone” will call me back. Still haven’t heard from anyone. This was the last straw and when I spoke with customer service on 7/26 I just canceled my service all together. After that I STILL placed a call regarding the fraudulent charge and still cannot get anyone to assist me. In fact the last person I spoke to in the parts division actually yelled at me, saying there wasn’t anything he could do. The technician came to my property so they have to charge?! What? I signed a work order for the filter cleaning, not for someone to show up at the my property and assess my filters. Of course offered no other course of action, like who I am supposed to contact for this type of issue. Bottom line, I have spent more time chasing down responses and trying to get managers over to address my green pool than it would take to just deal with my pool myself. It’s very disappointing because Poolman was an amazing company! Now it’s completely unprofessional all the way around.

I also am going to have to call them again because they just invoiced me for August even though I canceled my service. How hard is it?! 😳🙄

Please note that I am giving you a readers digest version of one situation. I have at least 3 other situations like the above in the last 6 months. This one was just the final blow!

RUN DO NOT WALK AWAY FROM THIS COMPANY!!! NOTHING...

We live in Cave Creek and have been relying on Amenity Pool Service for about two years. Nico, our dedicated technician has been consistent, polite, and thorough. I interact with him regularly and consider him (and Amenity) an important part of "the team." I strive to find, and keep, great partners (whether its for a vehicle, my home, or even medical care), and keep them long-term. Nico and Amenity Pool Service have continue to earn that trust on a weekly basis. Thank you! Great job! UPDATE: September 2025: The wheels came off! Pool was turning green so I initiated a call to have a tech come by to investigate. The next day, I receive an email saying the pump was dead and that I needed a new one. A quote followed. My questions were avoided, and "Landon" was short and vague with his responses. I asked him to have a Manager call me and he indicated he passed my request along. I agreed to the replacement ($2,100) and then saw they had gone ahead and charged me 50%...a "Deposit," even though I told them NOT to charge me until satisfactory performance of replacement. After all, we don't pay to have our car repaired BEFORE they repair it. I don't pay a Doctor until after care has been provided...why would I pay 50% before any work was performed????? Bull-crappy!!! This morning, I called at approximately 7am and spoke with "Gina" and told her that I needed to hear from a Manager by 9:30 or we were "DONE." Well, as you might imagine, 9:30 came and went without a call, so I called back and informed Gina that we were parting ways. Cancelled! There is simply too much competition in Phoenix to have to tolerate lazy and rude customer service....