Total Pool Care

I have been a customer of Total Pool Care for just over a year now. I have found their techs to be competent and friendly. My pool seems to be well cared for by Total.

Promises made that couldn’t be kept.
I used Total Pool Care (TPC) for ~year. I asked them to be proactive with my pool because it was a rental and I needed them to be my eyes and ears. Since I was out of state I told them this was important to me. They promised and under delivered.
They showed up weekly to work the pool and advised me from time to time, not as promised, when things had to be addressed (I was looking for proactive not reactive). I wasn’t impressed but there weren’t any immediate reasons to let them go, however their ability to alert me when a bill wasn’t paid was spot on.
In May, when the house was unoccupied, the pool level dropped off and the pumped seized turning the pool green leading me to believe it may have gone dry for me than 1 week but that cannot be proven since I wasn’t there. Maybe it was an old pump you say? Nope, the pump was ~1 year old when I upgraded the whole system, sans wiring.
I had the manufacturer rep out and the upgrading company to the house to confirm it was due to pump running dry. I had the pump replaced (by the company that upgraded it, heritage pools — which I would have used if they did weekly service but since I lived far away they could only do repairs of a certain size). I couldn’t get to the property until July at which time I asked the tech to meet me at the home. They never called.
I asked TPC to address the cost of the pump to which I was given a small credit. I only asked for cost of the pump, not labor. They told me that they cannot cover the cost of the pump, because they didn’t know why the pump seized. I asked them to reevaluate and they would not. I was perplexed, they gave me a credit which admits fault but then tell me no I cannot give you the cost of the pump as credit as they aren’t sure as to why it seized.
Needless to say I told them not to come to my property, their services weren’t needed.

Our general pool guy is a super nice guy, but the company is understaffed and weekly service and maintenance is always compromised because he has too many customers to service on his route. They are slow to respond to repair investigation with techs. We’ve been battling for weeks trying to get a salt cell repaired and replaced and they just keep putting it off saying waiting to get property management to approve, but found out that they haven’t even submitted. I would shop around.