Jen S.
ZERO STARS
ZERO STARS — WORST POOL COMPANY WE HAVE EVER DEALT WITH. We had the same pool service for years without these kinds of problems. After the business changed ownership, what had previously been a simple and reliable service relationship turned into billing disputes, missed service visits, poor communication, and unnecessary stress. In April, we received an email regarding an additional yearly water-conditioning treatment and charge. My husband responded that we did not want the additional service because we were preparing to move. When I later called about the charge, I was told, “Oh, I didn’t see your husband’s email.” That was not our mistake. We had responded and clearly declined the additional service, yet we were still charged for it. Then came the repeated missed services. During June and July, he came only half of the scheduled visits, yet we paid the full monthly amount both months. Then, on August 24, 2026, we received an email stating: “We are making a small adjustment in your monthly bill starting SEPT 1.” That “small adjustment” was actually a 35% increase. Even more concerning, the email did not disclose what the new monthly price would be. I found that lack of transparency troubling. A price increase should be clearly stated so customers know exactly what they are being asked to pay. I responded by text that we were moving and would no longer need his pool service. During that conversation, he asked me to tell the new owners about his company so he would not lose the account. But why would I recommend a business after being treated this way? If keeping our business—or earning the business of the new homeowners—was important to him, I would have expected fairness, honesty, transparency, reliable service, and genuine customer care. Instead, by the end of our relationship with this company, I had no reason to feel comfortable recommending its services to anyone else. Even our final month of service was not completed. In August, he came only twice out of the four scheduled visits, yet we were still charged for the month—and the bill reflected the increased rate that, according to his own email, was not supposed to begin until September 1. There was also an outstanding bill that included the additional yearly charge we had already declined in writing. Because we had clearly told him we did not want that extra service, we reasonably believed the charge would be removed—or at the very least, the bill would be reduced. Instead, he threatened to send the account to collections. We tried to resolve the situation fairly. My husband had paid in full during months when all of the scheduled services were not completed, and we believed that should have been taken into consideration when resolving the disputed bill. Instead, the communication with my husband became increasingly unpleasant. In my experience, the repeated pressure began to feel bullying and harassing rather than like a genuine attempt to resolve a customer dispute. What was particularly strange was that his communication with me remained pleasant. He never addressed these problems with me in the same manner, even though I had personally spoken with him about the billing issues. We were never trying to avoid paying legitimate bills. We simply expected to be charged fairly for the services we actually agreed to and received. For me, this ultimately comes down to integrity and how you choose to treat people. A service business should be about more than collecting money. It should be about doing the work you were hired to do, communicating honestly and transparently, treating customers fairly, and genuinely caring about the service you provide. I also strongly believe in energy: what you put out into the world eventually comes back to you. What you give is what you receive. We gave this company the benefit of the doubt and tried to resolve the situation fairly. That same fairness was not returned to us. Whether in business or in life, the energy you put into how you treat other people matters. Integrity matters. Doing what you say you are going to do matters. Eventually, the way you conduct yourself speaks for itself. Based on our experience, Stillwater Pool Concierge demonstrated none of the qualities I look for in a service-oriented business. I would never use this company again and absolutely cannot recommend Stillwater Pool Concierge.