Mr. D.R. Bryan,

We are writing to express our deep dissatisfaction with the current state of pool service and management at our community pool. Unfortunately, our experience has been consistently marred by poor customer service, limited pool access, and inadequate staffing.

Customer Service Concerns:

On multiple occasions, when raising legitimate issues with the Club at Sunset, we've been met with the dismissive response of canceling our membership. This approach is unacceptable and fails to address the core problems affecting residents. It has left us feeling like our hands are tied, while our membership benefits continue to be restricted as rates are raised.

Reduced Pool Access:

The recent changes to pool access hours are particularly frustrating. Previously, the pool was open from mid-April through the end of October, providing a longer season for residents to enjoy. The current schedule, running from mid-May to Labor Day, significantly restricts our ability to utilize this amenity.

Furthermore, closing the pool for "maintenance" on a dedicated day each week is concerning. However, the continued use of the pool during these closures for swim lessons and practice undermines the stated purpose. This inconsistency raises questions about true maintenance efforts and the overall transparency of pool management.

Staffing:

The lifeguards at the pool have expressed their own frustrations due to a lack of opportunity for sufficient working hours. We have been told by the club that the reduction in open hours is due to a lifeguard shortage, but this is contradicted by lifeguards in our community, who work at our pools. We have also continuously asked for unsupervised hours, with the proper signage in place, so that we are not barred from using the pool during periods of lifeguard shortages, but have been met with the same answer - that we can cancel our membership.

Call to Action:

The aforementioned issues paint a picture of declining management and a disregard for the concerns of residents. We, along with many other neighbors, are incredibly frustrated and disappointed.

Our neighborhood tolerates substantial traffic generated by the swim team throughout the year. In return, we simply request the ability to utilize the pool during a more reasonable timeframe.

We urge you to take immediate action to address these concerns. This includes:

• Improved customer service that fosters communication and problem-solving.
• Extension of the pool season to offer the previously established timeframe (mid-April to October).
• Regular day-time hours during the week, for the entirety of the season, to cater to those who are at home and able/interested in using the pool.
• Reassessment of the "maintenance" closures and a commitment to true maintenance during those dedicated days.
• Consideration to introduce the option for unsupervised (non-lifeguarded) hours.

Without prompt and significant improvements, we are prepared to cancel our memberships and explore further actions to limit off-season pool traffic impacting our neighborhood.

We value a positive relationship with your company and believe that these issues can be resolved. We look forward to your prompt response and a commitment to restoring the pool to a well-managed and enjoyable amenity for the community.

Sincerely,

The Sunset Residents