Island Time Pool Service

Tried serveral times to make contact for a pool inspection. Was recommended by coworker. Never received a return call. 3 stars since my coworker raves about them and a 1 star seems unfair with out being able to mention any work preformed.

Awful, awful, awful!
I signed up with Island Time in June 2015 and was told by Stephanie that our total bill each month would be $ 91. When we signed up, I explained that we were renters and any repairs would need to be pre-​approved. On the first service, they «replaced» the backwash handle and o-​rings, bringing our first bill to $ 214. We called and emailed, and explained the situation again, and that all repairs would need to be pre-​approved.
Our next encounter was when a technician broke the timer and we had to contact them to come fix it. The day they said they could come out was a day we were out of town so we left the back gate unlocked. I got a voicemail from the manager, Brian, that the tech said the dogs were out in the backyard. Liar! I called back and told him there was no way they could be in the backyard when they were 4-​hours away in Pinetop. He left a second voicemail the next day that said, «well, I guess someone didn’t want to do their job today.» That’s the kind of employees they have? Seriously?
Next, when the service tech, Mike, came out yesterday, we happened to be home and had to literally show him how to empty the baskets and purge the water in the pump filter. He said, «I’m really a spa guy. I don’t know much about pools.» This is the same service tech they’ve been sending since June so does that mean he didn’t know what he was doing for the past 2-​months? We also asked him to check the pump, as we thought there may be a small leak. But when he opened the valve on the pump filter, it shot water all over the place so he couldn’t determine what water came from the leak and what came from the geyser he created by being impatient and opening the valve too soon.
So, we had to call and ask that a tech come out to asses the pump leak. We were told that he came out this morning at 9AM. Another lie. No one was at the house at 9AM, as we were both here waiting and watching for the tech.
We were finally passed off to the owner, Dan, who said he’d «go to bat» for his employees, and that they don’t lie, even after we told him that we had the voicemail to prove that Brian agreed the tech lied about the dogs being in the backyard when we were all in Pinetop. We also explained to Dan that we were very clear with Stephanie that all repairs needed to be pre-​approved. He told us that their policy is that any repairs under $ 50 are just completed and they do not seek approval first. Yet were charged for a backwash handle that cost $ 62.65 without prior approval. Per his made-​up-​on-​the-​fly policy, and the last time I was in 2^nd grade math class, $ 62 is higher than $ 50.
At this point, we are over the sub-​par service and unethical business practices of Island Time Pools.
Note — we did get a call back from the owner who said he’d refund us for one-​week of service and another $ 50 for our frustration. If they keep their promise, I’ll revise this review. If not, steer clear! There are more ethical companies in the valley for pool service.
Follow up (Sept 2, 2015). On the same day I wrote this review, I emailed the owner to let him know what was happening. He responded with this «I do not lie. I support my employees. No I am being called a liar and accused of making up policy on the fly. Unfair and uncalled for. With this temperament and these accusations, what incentive to I have to refund the money.
This matter is resolved. At this time I deserve an apology. I will take the weekend to think about this, but the refund may be dependent on an apology. Let’s move on and stop the childish bickering.
I will wait for your apology for your remarks. The check is written, signed and in an envelope. It will be mailed when the apology is given.»
So basically, 1) we have PROOF on a voicemail that the employees lied; 2) even though the owner said that we’d receive a refund, now it’s dependent on if I apologize to him?
I would stay far, far away from this company!

I have used Island Time weekly pool service for the last 10 years, they have never let me down! Recently the mechanics which holds together the pool filter broke and since my pool equipment is on a lower grade than the pool itself, the water was gushing out faster than I could fill it. I called them first thing in the morning and they had a tech out before noon, he fixed the problem and I was so grateful because it wouldn’t be long before the pool turned green in the heat!

Island Time is an amazing company. They have top notch customer service and are reliable. When I was looking at hiring pool companies I found them through Unilocal and the owner was actually the one who came out to do the initial assessment! He was knowledgeable, courteous and extremely professional. Since hiring them last year, I’ve referred three other families to them all who feel the exact same way. An added bonus is they have an online bill pay system for those who use them as a monthly service. I wouldn’t go anywhere else for my pool needs!

I meant to write a review on the good folks at Island Time earlier, but have just been too busy.
Long story short — I bought my home in May and it had a pool. I didn’t have a clue how to maintain a pool. I just heard from folks at my job at how complicated it was, how you needed to be a chemist to figure it all out, etc.
Well, I don’t even remember how I found these guys, but I’m glad I did. Scott came out the first time and met me and gave me pool 101 and explained to me what type of pool I had, how my filter system worked, etc. It turned out I had a salt water pool, but the prior owner had been operating it as a chlorine pool.
Over the course of a few months, and just a few visits, Scott had me running and taking care of my system and I am pretty confident in saying that I know how to take care of my pool, keep it maintained, and if by some chance I need to get the professionals — I’ll be calling Island Time Pools.
So now that summer is over, and the water is getting a little too cold — I can say with pride that I had zero issues with my water quality. No coming home and finding it turned green, no bacteria or molds… nothing. I just use test strips every couple of days and with Scott’s help I know how to treat the water if the colors aren’t quite where they need to be. I’m not a pro like them, but I have confidence that I know what I’m doing and that is what I REALLY needed from a pool service company — the ability for them to transfer their knowledge to me so I can feel good and confident about owning my pool.
Great, great company.

The absolute best service! They take care of everything, explain all work, give us great $olutions to our service issues. couldn’t be better! Thanks so much, Island Time!

I’ve used Island Time for the past eight years, and they have always done a stellar job! They look for economical fixes and call me to give me a list of suggestions before they do any work. My pool and spa are older, so I’m glad to have someone watching out for breakages.