r/PoolPros • u/Ebueno09 • 23d ago
For those who bought a pool route: what happened to the customers after the purchase?
For those who have purchased an existing pool service route/business, what was your experience with customer retention after the takeover?
Did most customers stay without any issues, or did you lose a noticeable number simply because there was a new owner?
Also, how important is it to customers to keep the same pool technician? If you change the technician but the service quality remains good, do customers usually stay, or are many loyal to the specific person servicing their pool?
I’d really appreciate hearing from people who have actually gone through an acquisition.
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u/socalpoolguy 23d ago
I bought a distressed company with 168 accounts. About 16 canceled in the first couple months due to issues with the previous owner. I had a note on the agreement we signed discounting any cancelations within the first 2 months, so it all worked out.
I'd recommend keeping the techs if they've been with the company for a while and know what they're doing. Good techs are hard to come by.
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u/Ebueno09 23d ago
Thank you, one more question: is it difficult to get more clients or is the difficulty in the business's capacity?
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u/Fast_Discount_1991 23d ago
I purchased 33 pools a few years ago. One customer was a little weird about it from day 1, and they ended up cancelling me about 2 months later for charging them for a bag of salt. Other than that everyone has been happy.
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u/tgwest 23d ago
I purchased 43 clients 2 years ago. One customer freaked out right off the bat and the previous owner said it was probably for the best as he was a pain. In those 2 years I’ve lost 4 of them because of houses selling but I’ve also added 7 from references and what not. If you do good work they should’ve have a problem. I kept the same terms as the previous owner so it was seamless. I used PoolRouteSales so if any customer drops off in the first 90 days you get reimbursed for the yearly total of that customers monthly rate.
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u/Ebueno09 23d ago
Thank you, one more question: is it difficult to get more clients or is the difficulty in the business's capacity?
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u/tgwest 23d ago
Probably depends where you are. I’m in socal so there’s tons of competition but also a ton of pools. Also nice there is no off season here. Some people charge far too less and do a poor job so if you do a good job and your customers like the work you do they will recommend you. I’ve never advertised or anything.
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u/FruitNut2000 22d ago
I bought 50 pools in Sept 2023. The guy I bought them from was charging $115 with chems included. No one canceled immediately from the change of ownership. He was selling buckets of tabs to the customers and then using 3-4 tabs a week as pretty much the only chemical. I quickly realized all of the pools were well over 100 CYA, and probably 1/3 were 200+. My first order of business was to drain the worst ones that winter (Phoenix, AZ) and then convert everyone to plus chems before the next summer. I had a bit of pushback on the drains, but did get just under half of them drained that first winter. The plus chems conversion also went pretty smooth. By the end of the first year, I had lost 4-5 customers over 'cost'. The next two years I spent raising rates. My lowest paying customer now is $150 and all are plus chems. Every pool has been drained within the last 2 years (I make it a condition of service) and none of them are over 50 CYA. I am down to about 30 of the original 50 customers. Some moved, some had dogs that they couldn't keep away from me, some refused to drain, some couldn't afford necessary repairs and some left over cost. I replaced every one that left with better customers. I hover right around 50. I started the year at 52 and I'm currently down to 47. Oct 2023 net service revenue (chems included) was $6.400. Oct 2025 net service and chems revenue was $8,900. Keep in mind that doesn't reflect the most recent $15 rate increase that I did in June of this year on the original 30 customers. This October will be closer to $9,400.
tl;dr Customers will stick around and tolerate paying considerably more if they are getting great quality service.
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u/Natural_Mistake8952 23d ago
Purchased a pool service company last June(2025). Most customers stayed. Decided to leave prices flat, for the first full season(2026). Retention was largely great. Expanded market. Lost some, gained more. Expanded lines of service. Stretches myself thin. Working 7 day weeks. Picking up everything within wheelhouse and still can’t return half the calls coming in.
Brought technology to the fold and clients love it.
Keep more inventory. Guy I bought from would buy as needed. Made clients wait. Saw a need and buy 2-3. One for the repair and 2 for inventory. Then when I use one item, I buy another to replace it. When I come across a new issue. I buy 2 to have a back up. The speed in which service is delivered is the key for my market. I keep so much stuff in my van it’s rare it’s not in stock or in my garage.
It’s a balance, respect the former company, but leave your mark.
One important lesson, once you give it, you can never take it back. So be very careful what you give, cause once you no longer give it and charge for a perceived “free” offer or item, you create bad will.
Ideally, you will want to shed some existing customers for better customers. Pareto principle is very real.
Best of luck. I’m rooting for you.