Absolutely the worst customer service! We used them and at first they were great with assisting us using our escrow for a pool cover. But it is clear it was simply bc they wanted the sale bc the services have nothing been short of terrible! They forgot to come clean, charged us for a cleaning we never had and then forgot to order our pool cover! We ordered the cover in MARCH and in AUG the cover was still not ordered! Not only was it not ordered but we were told for weeks it was and that someone would be out to install and finally I called on behalf of my husband to find out it was never ordered! The cover was FINALLY installed Sept 29th!!! They promised us a pool cleaning and they of course didn't clean it prior to covering it and they also left the pumps uncovered Trying to call and speak with Mr Gordy but he continently never available and they never call us back. My husband called 4x and got no answer I called from my number and got answer second ring! The women who answers the calls is very condescending and rude making you feel like you business isn't valued. I am currently waiting on a call back but won't hold my breathe will update review once I speak w Mr Gordy again and see if he does the right to maintain our business or will for sure be switching to a new company of our business isn't valued Response to owner: There was cleaning 4/3/25 that was missed or that weekend also if the order is in Aug why were told it was being installed within two weeks and then when I finally called to follow up I was told it was ordered. SHErry confirmed as she stated "wow I've had plenty of orders come in after this" so clearly it was missed on pool scouts end but sherry conveniently blamed the cover company. (And then FINALLY) placed the order. Long story short is there is no accountability or consistency if there are solely 2ppl maybe it's time to hire more staff to properly run and operate your store. Also a conversation should be w had with Sherry and her attitude and how she speaks to customers. The install should be included in the cover price read these responses says it all don't waste ur money read more

Pool Scouts of Virginia Beach and Norfolk - How they left the pool once they covered it - Pool Cleaners Near Me - Virginia Beach, Idaho

I asked pool scouts to open the pool and clean it. After opening it and 3x green pool services (@+$150 ea), they told me in reports that the pool was clean and ready to swim. It is not. There is still waterline and below waterline algae. There is debris on the bottom. I was communicating withe the office via txt and after sending pics they have gone radio silent. Do Not Use. read more

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The lady in the office is rude and arrogant. They kept coming to our home -and stating one more visit every time.They came out and left without vacuuming the pool.They do a half ass job charging 150 every visit. Then tried to blame us for the equipment coming on-we do not touch the pool-so if it was on a timer wouldn't the staff look at that and adjust it or is that asking too much! The lady said I was screaming at her as if someone was in the office and she was validating I was wrong- however I was not screaming- this business is on it for franchise opportunities not the true pool customer-please dont waste your money with norfolk/va beach pool scouts ! Save your pocket and avoid the headache! We feel ripped off! read more

Would never use this company again. They sent out 2 techs to do our pool opening (one slept in the car the whole time) and the other tech left without making anyone aware. We realized they were gone when we got an invoice for over $500 sent to our email- the pool opening WASN'T EVEN COMPLETE. Come to find out the tech snapped our automatic chlorinator and then just left. The earliest they could even replace the part was almost 1 week later- we were able to get one delivered from Amazon the next day. Did they credit us the cost? NOPE. The best they could do was $150 (cost us $200). But they were about to charge us $375 to come out and replace what they broke (sent us a proposal for the part they broke). A joke. Oh and did they come back and finish the pool opening? Also no. They left the pool deck a mess, and the pool off. We finished the pool opening and had to backwash/scrub. Save your money and pay a small business who actually takes pride in their work and isn't out to rob you blind and break your equipment. read more

Pool scouts are fantastic. Fast response and communication. Had a pool hand rail installed. Great price. Highly recommend for any pool repairs installs etc. Will installed my hand rail and he is fantastic!! Very polite and Friendly. Did an amazing Job. Will define use their services again. Five stars. read more

Pool Scouts of Virginia Beach and Norfolk - Pool hand rail install - Pool Cleaners Near Me - Virginia Beach, Idaho

Extremely disappointed. Horrible service and lack of communication. They come and go as they please and charge whatever they want. Never use this service. read more

They are very dishonest! We had our pool opened and they wanted to charge us 100 more dollars for doing absolutely nothing. All they did was lift the cover. They didn't put any chemicals in it. They didn't clean anything. All they did was take the cover off the biggest Scam in the world! Will never use them again. They are a complete absolute scam! read more

Two "professionals" came to my house to open my pool and the only thing they did was turn the filters on and remove my pool cover. They had to ask me for chemicals because they did not have enough. They wouldn't vacuum my pool because they couldn't see the bottom of the pool. They were very unprepared and the customer service representative who called me was extremely unhelpful. This company doesn't care about their customers and charged me over $400 for nothing. read more

Pool Scouts of Virginia Beach and Norfolk - Pool Cleaners Near Me - Virginia Beach, Idaho

We are very dissatisfied with the service we received from Pool Scouts. This company is very unprofessional. We hired them to open our pool and ended up paying them $631.91 for terrible service. On the first day, they sent two guys who didn't even know how to change a dummy cell and replace it with a real one. My husband left the real cell right in front of the pool pump inside a see-through bag, but they seemed clueless about what to do with it, as seen on my Ring camera. After a while, they put the dummy cell back and turned the pump on instead of replacing it with the real one. Then they sat on our outdoor furniture and vaped. I kept watching to see how long they would sit there and charge us for work they didn't perform. Eventually, I decided to talk to them through my Ring camera, and when I did, they got up quickly. We called the office several times and left messages, but they never responded. The lady at the office, who claims to be the manager, was not helpful at all. They came back on a second date to supposedly due a green pool service for an extra fee, but the reports they sent stated that they vacuumed and scrubbed the walls of our pool, which they never did. After complaining to the same manager, she told my husband that we needed another green pool service for an additional $125. I informed her that I didn't want them to come back to my house and that I wanted some kind of refund for the poor job they did. I believe we should get a full refund since they didn't do anything. My husband worked all day Saturday cleaning our pool. It is sad that companies like this take advantage of customers like us. read more

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Pool Scouts only give you a date and no specific time frame. I request to have technicians give me a 15-30 mins notice to meet on site. The response I received is what ever the the technician showed up, if there is no access, they will leave. Either wait there all day or unlock the gate. Its my first pool, I don't have much knowledge about it. I thought I only need vacuum service and that's what I told the lady who set up my appointment. But later they send me the bill with lots of chemical charges. The bill doubled compared to original amount I received. It would be nice to inform people what need to be done and the additional charges will be. read more

They always do an excellent job on my openings and closings and weekly cleaning. They always show up on the scheduled days. They even send me before and after pictures each week so I know exactly what's been done to the pool. Would recommend! read more

I had commented previously regarding our pool opening appointment being cancelled/rescheduled twice. Once again, they were supposed to be here this past Saturday. No call (again), just an e-mail stating that the technician was ill, but no reschedule date. I called their office and got the answering service to relay a message. read more

I called Pool Scouts to have my filter checked and cleaned. The "professional" knocked open a valve that caused water to leak behind the liner and 4 hours after he left, the liner was completely separated from the interior of the pool. I tried to get them to resolve the issue, but they refused to take ownership of the issue, as no one saw the tech open the valve, so there was no way to prove he did it. In the end, it cost me over $1000 to get fixed, and the manager I spoke with, I believe her name was Victoria, hung up on me multiple times ("bad cell service"). Bottom line, if you have simple work you just don't feel like doing, like adding chemicals or vacuuming, they should be able to handle that. Anything more and you're screwed. read more

Closed my pool last fall, all was fine. Opening this year scheduled for 5/14, and have had repeated issues and service failures. Multiple no shows. 2 weeks in and pool is still a mess. They left hoses lying around, left my pool cover on my lawn, and non responsive to emails and voicemails. Nothing but excuses when someone does finally contact me. About 4-5 visits in the past two weeks and pool is cloudy. Not sure they really know what they're doing. read more

STAY AWAY from this pool company. They were contracted to complete a pool opening and never completed the job and filed a fraudulent work order and used my credit card without authorization. DO NOT GIVE them your credit card info as they will run up fraudulent charges. Like other recent reviews clearly something has gone wrong with this company and its values. read more

In the 21 years that I've had my pool, I've never had such a positive experience than what I've had the last two seasons with Pool Scouts. With Jennifer's management and Gabe's technical knowledge as well as the professionalism of all the techs, I have not been disappointed in the least! Would and have recommended Pool Scouts for any pool needs. read more

Even though they were closed when I called, I had a response almost immediately! Great customer service Pool Scouts! read more

I used Pool Scouts for the first time to open my pool. We are now at appointment number 4 to attempt to open my "green pool" with still no hope of it being open. This appointment I was finally home for to see them clean it. During this cleaning they kept smacking my string lights with the pole used to clean the pool and now they are pulled down. They are supposed to be "cleaning" the pool for 30 minutes but instead they sat in my front yard for 20 minutes in their van. They have used my hose and just left it laying in my pool after using it. During this cleaning both technicians went to the side of my gate in front of my camera and peed on my house. The second one was atleast smart enough to notice the camera before he started and say I think she can still see us. I am just so frustrated and disappointed at this point. I have contacted the company and the explanations I have been given by the "manager" Sherri is this isn't magic its not just going to be clean. That is correct it is a business and its actually science. Let's keep in mind my pool is a year old and was professionally closed last year. Then when I reached out about the issues that happened at this appointment and was told that the technicians have been warned and at this point it is what it is. I have never been spoken to as a customer in such an unprofessional manner especially considering how much money I have already paid this company for the terrible service I have received since day one. read more

They came out last year and did a good job. Came out this year and took our cover off and messed up our pump and left. Never came back to finish the job and charged us full price! We were shocked to be treated this way and never got a call. We hired them because we aren't able to do it ourselves. We had to hire someone else to finish the job! read more

Been a customer since they opened shop in Va. Bch. Even recommended to my next-door neighbor. But this year's quality has hit rock bottom. Frist Pool Scouts was one day late for their appointment. When they did arrive, they removed the cover, as advertised but didn't hose it off, as advertised. They put it away dirty. Pool Scouts didn't blow off the deck, brush down the sides, vacuum the pool, or start pump, all as advertised. Tech said he couldn't find one of the pump plugs but it was in basket with the other items where Pool Scouts had put it at closing last fall. Also, what professional pool service doesn't carry a variety of pump plugs on the truck. Pool Scouts said they would be back in 48 hours to finish. Came back almost a week later. Second crew did a decent job but said they needed to come back one more time to finish. Waited 3 days then did the work myself. As for the neighbor: he had the same problems as I did this year and Pool Scouts has even charged his credit card, without completing the service. I did pay all their invoices but told them not to come back. I would not recommend this company to even empty pool filters. Work is way below standard. read more

We had them come to clean our pool monthly throughout the winter. The last cleaning, our pool looked as bad as before they cleaned. We even paid them to come clean our filter which still didn't solve the problem. I reached out to them twice addressing the issue with no response. I now have to pay another company to come do the job. read more

Worst pool cleaning company ever. I simply asked only for vacuuming my pool from dust particles, they did a terrible job and sent them photos of the dust every where in the pool and they refused to refund me or to come back and clean the pool in a better way read more

Came to open my pool. Took off the cover poured in some chemicals and installed a handrail. Was told they couldn't get my pump to turn on. They advised they would be back in a couple of days to finish. I took my pool pump to Caddell Electric for repair and was advised it was locked up and I needed a new pump. I ordered a new one that day and paid extra to ensure it would be here the next day in time for my follow-up appt. Was given a window of 8-5 for Pool Scouts to come on Friday 5/18 and called for ETA and phone rang off the hook. I finally reached the answering service at 2:30pm and they took a message for call back. No call back, no technicians at my house. This was Friday. Closed on Saturday Terrible Customer Service. read more

The WORST pool cleaning company I've ever used!!! I called Pool Scouts to open and clean my pool for the summer only because of their lower cost compared with the previous company used. Female I talked to said "you don't have to do a thing!" So I hired them. First two people came and took off the cover and rolled it without cleaning and drying it. Then they just left without blowing debris (which I ended up sweeping myself) around pool and leaving pool accessories scattered around the yard. I even received their invoice on the same day and with it came a statement that they "blew debris" off the side of the pool! Second visit, they came and left without talking to me (AGAIN) about whether they were done or not. The pool looked very cloudy at this point and water returning to pool had very low pressure. So I called them again and one person came out the third time, did some work, dropped some chemicals, and again, left without even to say "I'm done!" At this point the pool water pressure coming back was still very low and pool slightly cloudy. So I finally called my old pool maintainer up (pricier) and in two visits got my pool to work the way it had before and in two days the water looked sparkling clean. Good job Atlantic Pool Service!!! I WILL NEVER USE POOL SCOUTS AGAIN!!! read more

Great consistent service! Very professional. I am no longer being let down by "The Pool Guy" who cleans pools but has another job. No old vans leaking oil in my driveway. No shirtless beer bellies vacuuming my pool. No switching services mid season because you can no longer reach "The Pool Guy". Best of all ... the prices are reasonable and they show up when scheduled. Thanks Pool Scouts! read more

do not use dishonest, unprofessional made everything worse, then never contacted us again! beware read more

We had scheduled for them to come between the hours of like 12-1 or 12-2 and so I Made sure I'd be home at that time but instead they showed up at 8am without an announcement and they didn't even vacuum the pool or be able to show us how to use it which was the whole reason we needed them. We called and complained and scheduled for them to come on Friday in which they said they couldn't due to Inclement weather which is completely understandable so they reached out and said they would come Saturday morning. We woke up early and after some time we called to see what time they would be coming and they had them changed their time to coming in the evening. Then around 11am we got a text saying the tech that was coming hurt his back and we'd have to reschedule for next week. There was a lack of communication as they should've have just came at the time they said the first time and none of this would have been an issue. Truly should not be this hard to get a pool vacuumed, honestly couldn't even care less if they did vacuum it I just needed someone to show me how to use the pump because the owner of my rental property is overseas and was not able to. read more

I used pool scouts last year to close my pool- they did a good job, no issues so I called them in early March to schedule my pool opening for the week of 5/7/18-5/11/18. I called them on 5/4 to find out what my opening day was only to be told they could not come out until the following week. They came out on 5/15 and took cover off and added chemicals. They were supposed to return within a couple of days to turn on pump and clean. They did not come out until 5/21. On 5/22 the entire pool bottom was covered in sand. (Obviously an issue with our filter.). When I called the office they told me they were too busy to service. If they would of opened the pool on time or even a few days late...not weeks late we would have known about any filter or other issues in time to be fixed by the holiday weekend. This is the first time in the 15 years since we installed the pool that we will not be able to use with our guests for the Holiday weekend. They offered no help and honestly could care less about servicing one of their customers. Very disappointed and will never use them again. read more

Don't EVER let them in your house anywhere close to your pool! I made the mistake to hire them to open my pool this year and so far I already paid them over $2,500 and my pool liner, chlorination and solar cells are destroyed! Grossly incompetent and malicious personnel. Not sure how exactly they got the franchise but it should be taken from them as they are a disgrace for the "Pool scouts guarantee" The only guarantee is that you will pay them thousands and spend your summer calling and trying to reach them instead of enjoying your pool. My pool was in perfect condition prior of their "service". They never opened it correctly, never cleaned it correctly and destroyed the liner of the pool by dumping the chemicals directly instead of in the skimmers! We had to change multiple parts of our pool equipment because they suddenly started braking after their "technicians" started coming to the house without even notifying us!!! We never got to use the pool, waisted our summer and nerves with dealing with their ignorance and on top of all they are trying to blame the destruction of my pool on us! We are totally going to court and it's not that much about the money but SOMEONE needs to stop those people and prevent them from ruining other people's pools!!! Very bitter and frustrating! Iva Angelova read more

Set up my first appointment with them to open my pool yesterday. They went into the backyard, and I returned to the house. Immediately there is a knock on the front door, and it's one of the techs. He advises me that they don't do above ground pools, because their equipment is only made for in ground, solid bottom pools. What kind of business is this? I know they do above ground pools. Crazy. read more

No. No. No. Their scheduled closing for our pool did not go well with weather, missed appointments, and the call staff stating that Pool Scouts could drill anchors into concrete to install a new cover. They can't. This resulted in a difficult opening this spring with lots of algae, leaves, and debris under the cover. When I scheduled the opening, I told the receptionist about the pool also needing to be cleaned. The crew came over, took off the cover, saw the task ahead and left. They never called me. Never reached out. Nothing. (I left my number and email with each call) But they did send a bill the next day for $300+ and another "late notice" ten days later. No one returned my calls despite promises by the receptionist to do so. This all delayed putting the house on the market because a house with a green pool can't sell. I hired a friend to take care of cleaning and now weekly chem checks instead of what I would've paid Pool Scouts. read more

Pool Scouts of Virginia Beach and Norfolk - Pool Cleaners Near Me - Virginia Beach, Idaho

Absolutely horrible service paid this company to clean out our pool and they came out but never finished the job almost a month later and the job still is not done. read more

If I could give zero stars I would. This "company" seems to be operating as if a middle school aged little girl were at the helm. My father wanted to try pool scouts out due to their affiliation to mosquito Joe's and they have flat out failed to deliver on all fronts. The one thing they have done right was refund my father his money and told him they would still get the pool cleaned up..okay fantastic! That's how customer service is done...only...its still green. Pool scouts have been to my parents house more than five times..three of which they pulled into the driveway...Sat in the truck for fifteen minutes and then drove away...no knock on the door...no phone call...didn't even go out back to look at the pool. Weirdest experience ever. So last week they apologize up and down...say they're gonna get it right all that good stuff..my dad thought maybe things were gonna be cool..they came...did what they do...pool started to clear up...now here we are...pools green again..now they're not even emailing my father back. Its a bad idea to have pool scouts perform any sort of pool service at your home. They either don't know what theyre doing or theyre only interested in being the "fly by night" company that wants to grab some cash and never be seen from or heard from again. Booo pool scouts...boooo read more

"Very punctual and professional. Straight to the point and got busy resolving issues and providing recommendations.

If I could give them a -0 stars I would. They are unreliable, unprofessional and ignore your phone call. They came out and opened my pool and in the process of dragging the cover over the plants on the side of the pool they broke one of the night lights. They didn't bother to tell me about it, didn't clean the cover before rolling it up and bagging it as promised. When the pump motor was turned on I had a problem with it and it needed to be replaced. I used their tech to do it assuming I would have it repaired quickly. They do not carry any spare parts and have to order them from God knows where when there are suppliers in the area that would have allowed for it to be fixed in a day instead of 5. First you have to schedule someone to come out and appraise it when it is obvious to anyone that the motor was bad. 2 days waisted, pool turning green. The tech arrives to verify the motor is bad when you can hear it a block away. He also says "I need to replace a valve because it is leaking". I told him it was just an O-ring, he say's "no you have to replace the whole valve". Come to find out they cannot get the O-ring so they buy and charge you for the whole valve that comes with an O-ring. Major rip off. I went to Leslies bought an O-ring myself for $2.85 and replaced it and it is working fine. Back to the motor, they had to order the motor, will take another 2-3 days, water is getting greener. Day two I tried to remove the motor myself. Last bolt was rusted and I could not get it out, so I am stuck. Day 4 motor arrives and tech arrives with motor and says "great , you've already done half my job" tries to remove the bolts from the motor to the pump faceplate. Used an impact driver and the bolts sheered off. Now I need to replace the faceplate. Tech says "he'll have to order it". I say no we can run up to Leslies and get a new one, "he say's he can't do that". I convince him he can and we go to Leslies. I buy the faceplate for $140.00 and he puts it back together in a few minutes and is done. If you are still here, this is the real kicker, Pool Scouts sends me an e-mail telling me the service crew will be out the next day to do their follow up and finish cleaning the Pool and balancing the water. This is the Friday before Memorial Day. They never show up. I called the office 6 times and never received a response. Then they had the audacity to send me another e-mail congratulating me on having my pool done by them. Bottom line, use them at your own risk. They may be good in your area, but they sure suck here. read more

Pool Scouts of Virginia Beach is NOT the company to call for pool opening. The guys that showed up were quite friendly, but their work was sloppy at best. In a hurry contributed, I believe. The pool ladder was placed into the receptacles in the concrete, but not bolted down. The bolts were sitting lose and the bolt covers were laying on the ladder steps. The pool cover was not cleaned and sloppily folded. Two feet of the cover still hangs out of the storage bag, making the whole thing 6 feet high. The deck was not cleaned. Need I go on. The guy that came 2 days later to top off the chemistry rectified none of the above either. I attempted to contact them a few times and the phone just switches over a few times, and if you hold long enough, you get an answering service. Left my number twice and no call back. After the first guys were here, one of my calls prompted an email from Denise at buzzfranchisebrands.com (a clue) telling me someone would be out tomorrow. I immediately responded and asked for a callback but it never came. The guy did come the next day as I previously described. They somehow think an email or text message is customer service. I beg to differ. Bottom line, the work was sloppy, no customer service, and an email is the best you can hope for. Oh, least I mention, their invoice arrived electronically before the guys got a block down the street...... read more

Zero stars. Not worth the time or money. We had services from pool scouts for two and a half months with promises that our pool would be clear. The pool stayed cloudy and green. When we were hopeful it was starting to turn blue, it would be emerald green again after the next week of service.They are very inconsistent. Most times we would not even know they came by. No note on the door or email. We were getting charged weekly, sometimes twice a week for a green pool that they spent about 15 minutes on at each service. If I would call and complain, they would come out twice but also charge us twice. Sometimes they would credit the second service of the week. It didn't matter that they would come twice because they were not vacuuming.They would claim they could not vacuum the deep end because they couldn't see the bottom of the pool. After two months there's not excuse! We were very patient with this company...too patient. After canceling our services, we never got an apology or assurance that they would make things right. We did, however, get a bill in the mail one month later saying we owed for two weeks of service. We are very dissatisfied and fed up with this company. read more

BEWARE! I have contracted with several legitimate pool companies for years. I feel this is the worst company this area have experienced. My pool opening was 6/5/2017 and my family still cannot utilize my pool as of 6/22/2017/. It is worse now than before. $389.00 invoice for a pool that is still not clean, water leaking from pump that where technician changed valves and my saltwater beeping "no flow". Before they came to my home pump and saltwater tank were working fine. I contacted the company several times only to be told that it would be additional charged. They do not provide their own tools (pump) to adequate clean the debris. As pool owners may know, all legitimate pool companies use there own pump for sufficient power and to save time. There own technician felt concern because he didn't have the time to complete cleaning and assured me he would come back the next week. That was a lie. Never returned. After contacting company again, I was informed addition charges. Thanks, but no thanks. On 6/22, after speaking with owner, Jennifer of my concerns, the only solution told to me is that she hope I would consider her company in the future. NEVER. My only regret is I wish this forum would allow photos to be attached so that I can reveal the awful pictures of the condition of my pool, saltwater tank cell beeping and water all around my pump. Now I have to contract another pool company to finish the end result of Pool Scouts expertise. read more