Diamond Certified Company Report

The Pool Doctor

Diamond Certified Company Report

The Pool Doctor

Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i
Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
  • Legal & Finance
Phone SURVEY RESPONSES FROM 406 VERIFIED CUSTOMERS i

Heather S.

VERIFIED The Pool Doctor CUSTOMER

1 of 406

Quality 10
10 10
Loyalty Yes
CRITIQUE

I'd recommend them. In fact, I have already recommended them to a friend who has used them and has been very happy.

They're very nice and very professional.

Jack A.

VERIFIED The Pool Doctor CUSTOMER

2 of 406

Quality 10
10 10
Loyalty Yes
CRITIQUE

I generally don't take surveys, but we've had the best luck with The Pool Doctor.

I have been pleased with their work.

B.T.C.

VERIFIED The Pool Doctor CUSTOMER

3 of 406

Quality 10
10 10
Loyalty Yes
CRITIQUE

They're knowledgeable, timely, and they provide fair pricing.

I like their problem solving abilities. They're good at that.

Read All 406 Survey Responses at Ratings View
Diamond certified VIDEO PROFILE
Diamond certified company PROFILE

The Pool Doctor has been servicing and repairing Bay Area pools and spas since 1956. The company provides full maintenance and upkeep, including cleaning, consultation and chemical treatment. Each pool is visited on a schedule that’s customized to meet the client’s needs.

Owners Gary and Kelly Heath are dedicated to keeping The Pool Doctor’s long-standing reputation intact by providing the highest level of customer service and satisfaction in the pool and spa service industry. This commitment to excellence is shared by the company’s staff, which has more than 119 years of combined experience. The Heaths provide continuous training throughout the year on new products and best practices to make sure their staff members and repair technicians continue to be the most knowledgeable in the field.

The Pool Doctor specializes in pool and spa automation and integration services, including automated chemical control, new iPhone applications and energy-efficient equipment that can reduce pool energy costs by up to 90 percent. As a licensed contractor, the company also offers VGB compliance and provides underwater repairs by utilizing a team of SSI (Scuba School International) Certified divers.

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Diamond Certified Companies are Rated Highest in Quality and Helpful Expertise.

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DIAMOND CERTIFIED RESEARCHED CAPABILITIES ON The Pool Doctor

Service AREA

The Bay Area

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SERVICES PERFORMED

Pool & Spa Service
Pool & Spa Equipment Installation & Repair 

DIAMOND CERTIFIED RESEARCHED ARTICLES ON The Pool Doctor

Company Profile

The Pool Doctor has been servicing and repairing Bay Area pools and spas since 1956. The company provides full maintenance and upkeep, including cleaning, consultation and chemical treatment. Each pool is visited on a schedule that’s customized to meet the client’s needs.

Owners Gary and Kelly Heath are dedicated to keeping The Pool Doctor’s long-standing reputation intact by providing the highest level of customer service and satisfaction in the pool and spa service industry. This commitment to excellence is shared by the company’s staff, which has more than 119 years of combined experience. The Heaths provide continuous training throughout the year on new products and best practices to make sure their staff members and repair technicians continue to be the most knowledgeable in the field.

The Pool Doctor specializes in pool and spa automation and integration services, including automated chemical control, new iPhone applications and energy-efficient equipment that can reduce pool energy costs by up to 90 percent. As a licensed contractor, the company also offers VGB compliance and provides underwater repairs by utilizing a team of SSI (Scuba School International) Certified divers.

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Company Philosophy

"We strive to operate as the most dependable, reliable and knowledgeable business in our field. Our customers appreciate that we're a family-owned and operated business–we do our best to keep them happy, and if there's ever a problem, we work together to find solutions. Our employees have positive attitudes and a sense of pride in their work, and that's reflected by our customers, many of whom have been coming to us for decades."

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Comparative Summary

Before hiring a pool contractor, it’s a simple thing to check their licensing with the California State Licensing Board–but many homeowners don’t. This can be a problem in a state whose pool and spa industry has no shortage of unlicensed contractors. By law, no unlicensed contractor is allowed to perform work whose value exceeds $500.

If you’re a commercial customer, hiring unlicensed contractors could cost you more than just headaches. Safety regulations are constantly tightening, and facilities like public pools or apartment complexes that are found out of compliance could face criminal charges. More important, the consequences for their patrons could be life threatening.

A good contractor will also be adept at quickly identifying root problems and fixing them–and them alone. Be leery of companies that always seem as though they’re trying to sell you more of everything. If you need a new seal, they shouldn’t be quoting you a price for a new motor. If you suspect products or services are being forced on you that you don’t really need, hold off on making a decision until you can get a second opinion.

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Industry Info

Illegitimate operators create huge problems for the industry – and for you. Before hiring a pool contractor, it’s a simple thing to check their licensing with the California State Licensing Board—but many homeowners don’t. This can be a problem in a state whose pool and spa industry has no shortage of unlicensed contractors, according to Sharon Hiebing, owner of The Pool Doctor. By law, no unlicensed contractor is allowed to perform work whose value exceeds $500.

“You have these people coming in who aren’t licensed and doing work they shouldn’t be doing. They’re not legally allowed to, and there’s a good chance they haven’t got the skills or experience,” says Hiebing.

If you’re a commercial customer, hiring unlicensed contractors could cost you more than just headaches. Safety regulations are constantly tightening, and facilities like public pools or apartment complexes that are found out of compliance could face criminal charges. More important, the consequences for their patrons could be life threatening.

A good contractor will also be adept at quickly identifying root problems and fixing them—and them alone. Be leery of companies that always seem as though they’re trying to sell you more of everything. If you need a new seal, they shouldn’t be quoting you a price for a new motor. If you suspect products or services are being forced on you that you don’t really need, hold off on making a decision until you can get a second opinion.

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Frequently Asked Questions

Q: Should my pool cleaner be licensed?

A: Under California law, anyone performing more than $500 worth of work needs to be licensed. Regardless, it’s a very good idea to hire a licensed contractor. You have better assurance of quality work, and better recourse if you don’t get it. Hiring unlicensed contractors also hurts legitimate businesses that play by the rules.

Q: Are some pool cleaners unreliable?

A: It is a serious problem in this industry, especially with all the unlicensed operators out there. The Pool Doctor shows up when it promises to and does the job right. Always.

Q: Should I worry about the hazards that pool drain covers pose for young children?

A: You should be vigilant. Fortunately, a recently passed federal law mandates strict safety requirements for all public pool and spa drain covers available for purchase in the U.S. The Pool Doctor strictly complies with the new regulations, but recommends (even though not mandated by law yet) that residential pool and spa owners consider having the changes made as well for the safety of their swimmers.

Q: What if my pool or spa already has a cover?

A: The Pool Doctor has three people on staff that are certified to evaluate your existing cover and install approved anti-vortex/anti-hair entrapment style covers.

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SELECTED PHOTOS FROM The Pool Doctor

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DIAMOND CERTIFIED EXPERT CONTRIBUTOR ADVICE & TIPS FROM Gary Heath

Expert CONTRIBUTOR PROFILE
  • Gary Heath is a veteran of the swimming pool and spa industry and owner of The Pool Doctor, a Diamond Certified company. He can be reached at (510) 223-7537 or by email.

Gary Heath: Diving into a New Business

By James Florence, Senior Writer

EL SOBRANTE — Gary Heath was selling construction and mining equipment when the Great Recession hit in the late 2000s. “It was my fourth time going through a major building dip, and I realized I didn’t want to keep working in a sector that was going up or down 80 percent every few years,” he says. Gary decided to step away from the rollercoaster of heavy equipment sales and started searching for a service-oriented company to purchase, which would have a more regular revenue stream. In 2010, he bought The Pool Doctor, which he currently runs with his wife, Kelly.
Gary says his background in sales gives him a unique perspective on how he operates his business. “Kelly spent years working in pharmaceutical sales, so we both have a lot of experience in professional sales and customer service. Compared to the average person who comes and cleans your pool, we’re much more focused on customer satisfaction.” Gary takes pride in helping his clients make the most of their outdoor spaces, and he also enjoys developing strong relationships with his employees. “It’s been great watching the growth and cohesion of my team over the years and seeing the strides they’ve made both personally and professionally.”
Gary grew up in Pinole and currently lives in Danville with Kelly and their daughter, Ashlan. “After going away to college, I never thought in a million years I’d be living and working back here in the East Bay, but my office is actually only a few miles from my childhood home,” he says. “It’s been like a homecoming. I’ll run into people I grew up with and now they’re our clients.” Outside of work, Gary enjoys spending time with his family, coaching his daughter’s softball team and traveling to his vacation home in the Sierra Nevada foothills.
Gary and his team treat each pool they care for as if it were part of their own home. “That’s our business philosophy,” he affirms. “Taking this approach means we’re providing the same advice and level of service that we’d give to our own families.”
Dedicating so much time to his business and family has had one negative consequence for Gary. “I can never find time to play golf anymore!” he says. “I used to play competitively in high school. Now, I’m lucky if I can play four times a year.” If he could retire tomorrow, Gary says the first thing he would do is book a tee time.
Ask Me Anything!
Q: What’s your favorite local restaurant?
A: Sakura Japanese Cuisine in San Ramon.
Q: Are you an early bird or a night owl?
A: An early bird.

Q: Do you prefer the city or the country?
A: The country.
Q: Do you collect anything?
A: Wine. My favorite winery is Merryvale Vineyards in St. Helena.

Q: What’s your favorite thing to do on a rainy day?
A: When the sun shines, I’m usually not in the office, so on rainy days I finally get to clean my desk and catch up with office work.

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Expert articles
  • The Dangers of Letting an Unlicensed Contractor Work on Your Pool

    EL SOBRANTE — I strongly urge homeowners to hire licensed companies to work on their pools or hot tubs—the safety of your family is at stake. Modern pools incorporate a variety of heating and lighting systems for our enjoyment and comfort. When these systems are installed or repaired, the work must adhere to the specific codes of the pool and spa industry to ensure swimmers’ safety. The individual working on your pool should have a license attesting to their ability to understand and meet these unique regulations.

    California doesn’t require a license to maintain or repair pools, despite the depth of knowledge required to safely work on electrical systems that are in such close proximity to water. This lack of regulation is unfortunately not uncommon in the United States. Every year there are reports of individuals who are electrocuted by a pool’s faulty wiring or who suffer carbon monoxide poisoning from the improper ventilation of indoor pools. Don’t risk your family’s safety—choose a licensed pool and spa professional.

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Expert video tip
  • Video: Hiring a Licensed Pool Professional

    Complete Video Transcription:

    EL SOBRANTE — Host, Sarah Rutan: When it comes to servicing a pool or spa, it’s always best to hire a licensed professional. Today we’re in El Sobrante with Diamond Certified Expert Contributor Gary Heath of The Pool Doctor to learn why.

    Diamond Certified Expert Contributor, Gary Heath:The one thing I would tell the average consumer is when it comes to electrical, lighting, and heating of a swimming pool, or a spa, you definitely want to hire a licensed pool and spa professional. There are codes specific to the pool and spa industry that need to be followed for your safety. Unfortunately, there’s tragedies in the news every year having to do with heaters that aren’t vented correctly and pool lights that are installed incorrectly and not bonded. And, we don’t ever want to have any tragedy like that associated with ourselves, or our clients, or anyone for that matter. So please remember, hire a licensed pool and spa professional if it has anything to do with your heater, your electrical, or your lighting.

    Host, Sarah Rutan: To learn more from local, top rated companies, visit our Diamond Certified Expert Reports at experts.diamondcertified.org.

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The Pool Doctor WEBSITE AND EXTERNAL FEED
  • The Pool Doctor SOCIAL MEDIA FEEDS
COMPANY WEBSITE
www.thepooldoctors.com
Diamond Certified RATINGS ON The Pool Doctor
Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i

Each surveyed customer was asked, “If you needed any helpful expertise, did this company provide that expertise?” To calculate this score, total “Yes” responses were divided by total responses (excluding those that stated they hadn’t needed any expertise).

Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
  • Legal & Finance
Phone SURVEY RESPONSES FROM 406 VERIFIED CUSTOMERS i
The Pool Doctor : Average 9.1 out of 10 based on 406 unique customer surveys of customer satisfaction.

Heather S.

VERIFIED The Pool Doctor CUSTOMER

1 of 406

Quality 10
10 10
Loyalty Yes
CRITIQUE

I'd recommend them. In fact, I have already recommended them to a friend who has used them and has been very happy.

They're very nice and very professional.

Jack A.

VERIFIED The Pool Doctor CUSTOMER

2 of 406

Quality 10
10 10
Loyalty Yes
CRITIQUE

I generally don't take surveys, but we've had the best luck with The Pool Doctor.

I have been pleased with their work.

B.T.C.

VERIFIED The Pool Doctor CUSTOMER

3 of 406

Quality 10
10 10
Loyalty Yes
CRITIQUE

They're knowledgeable, timely, and they provide fair pricing.

I like their problem solving abilities. They're good at that.

Andre G.

VERIFIED The Pool Doctor CUSTOMER

4 of 406

Quality 10
10 10
Loyalty Yes
CRITIQUE

I retain them for a monthly service, and they come out weekly. I'm under contract with them. I love the Pool Doctor. I'm not dealing with any other pool company, because these people are the best in the business.

They were prompt and knowledgeable.

Barbara E.

VERIFIED The Pool Doctor CUSTOMER

5 of 406

Quality 10
10 10
Loyalty Yes
CRITIQUE

They provided a very personal service, and they took care of the business in a good way.

They took care of things and did the job. My parents passed away, so I was selling their house. I needed someone to update the hot tub in order to sell the house, since no one used it regularly, and they did that.

Beverly B.

VERIFIED The Pool Doctor CUSTOMER

6 of 406

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would tell a friend that they're really good, and I trust them.

I thought they knew what they were talking about, and they fixed my problem.

Carol C.

VERIFIED The Pool Doctor CUSTOMER

7 of 406

Quality 10
10 10
Loyalty Yes
CRITIQUE

I'd recommend them. They're responsive. When stuff happens that shouldn't, they always fix it.

I thought they were helpful, supportive, and I liked them.

Chris H.

VERIFIED The Pool Doctor CUSTOMER

8 of 406

Quality 10
10 10
Loyalty Yes
CRITIQUE

They're reliable, punctual, and do what they say they're going to do at a reasonable price.

I liked the convenience and that they're a locally owned company in my area.

Kyle F.

VERIFIED The Pool Doctor CUSTOMER

9 of 406

Quality 10
10 10
Loyalty Yes
CRITIQUE

My spot is unusual, so they have been able to understand and evaluate the situation, unlike other pool companies. They're professional, and they do a good job.

They solved the problem. They pretty much do what they say they're going to do and show up when the say they will.

Lisa F.

VERIFIED The Pool Doctor CUSTOMER

10 of 406

Quality 10
10 10
Loyalty Yes
CRITIQUE

I'd recommend them.

They did good work, and they're honest.

Lynda B.

VERIFIED The Pool Doctor CUSTOMER

11 of 406

Quality 10
10 10
Loyalty Yes
CRITIQUE

You can count on them to show up for their scheduled maintenance appointments. They're courteous, they do a good job, and I never have to worry about my pool, because they always fix it.

I liked their service. They do a good job.

Mark A.

VERIFIED The Pool Doctor CUSTOMER

12 of 406

Quality 10
10 10
Loyalty Yes
CRITIQUE

They seem to be reliable and honest.

They do a good job.

Mark R.

VERIFIED The Pool Doctor CUSTOMER

13 of 406

Quality 10
10 10
Loyalty Yes
CRITIQUE

They give you exactly what you want them to. They're very good. They go overboard on solving the problem.

They do what they say they're going to do, and they go above and beyond to solve the problem. If something has to be solved, and you need new parts to fix it, they just repair it without charging you. They're expensive, but I'd rather have to pay a higher price for better work.

Virginia H.

VERIFIED The Pool Doctor CUSTOMER

14 of 406

Quality 10
10 10
Loyalty Yes
CRITIQUE

They're professional and reasonably priced.

They're professional, priced reasonably, and they completed the job within the span of time that they said they would. They were thorough, they called before they came over, said when they would be here, did the work, and cleaned up after themselves.

Charles L.

VERIFIED The Pool Doctor CUSTOMER

15 of 406

Quality 10
10 10
Loyalty Yes
CRITIQUE

They're a mom and pop shop" and very trustworthy."

I like that they're knowledgeable about the equipment, attentive, and they go above and beyond what they need to do.

Amy L.

VERIFIED The Pool Doctor CUSTOMER

16 of 406

Quality 10
10 10
Loyalty Yes
CRITIQUE

I'd recommend them.

They're very helpful.

Anne K.

VERIFIED The Pool Doctor CUSTOMER

17 of 406

Quality 10
10 10
Loyalty Yes
CRITIQUE

They're professional, honest, and they respond quickly.

I like their honesty in dealing with the client.

Bob D.

VERIFIED The Pool Doctor CUSTOMER

18 of 406

Quality 10
10 10
Loyalty Yes
CRITIQUE

They do what they say they're going to do.

I never have a problem with my pool anymore.

Daniel C.

VERIFIED The Pool Doctor CUSTOMER

19 of 406

Quality 10
10 10
Loyalty Yes
CRITIQUE

Shop around for pool repair prices.

Gracie is honest and very hardworking. They have a good staff.

Diane W.

VERIFIED The Pool Doctor CUSTOMER

20 of 406

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would recommend them to others.

I like that they do a good job and that I don't have to worry about my pool.

Read All 406 Survey Responses at Ratings View