Reviews

Joe Harman
Joe Harman
02:19 11 Jun 24
Terrible Customer Service.I set up a service appointment. Now, mind you, just setting the appointment isn't straightforward; I had to send an email and wait for a response. It took a couple back-and-forths, but I was okay with that because it was an important issue (leak in at my pool's filter) and I needed the help. I set the date for a Friday about two weeks out, which was fine considering the time of year. So far, no problem.About 10 days before the appointment, I got a message asking me if the date was still good. I responded in the affirmative. On the Monday prior I got an email from the store's automated system asking me to confirm the appointment. I opened the message immediately and clicked the "confirm" button in the email, I didn't want anything to happen to my appointment.On the morning of the appointment I called the store to confirm what time to expect the technician. I was politely told I could expect them in the late afternoon. I was still on the list for that day. All good. I left the side gate unlocked, went about my day, and came home early hoping to get there before the service crew.4:30 came and went, no sign. 5:00 passed, 5:30 went by and still no sign of the pool tech and no call or email about the status of the service appoint that I confirmed THREE times. At about 6:00 I gave up and sent an email to the address I used to set up the appointment. I expressed my disappointment about the lack of service and -- more importantly -- the lack of respect shown to me of not even giving me the courtesy of a call/text that the service would not be completed. I didn't hear back that night.The following day, Saturday, I got a response. Mind you, it was not first thing in the morning, it was not even late morning -- it was about 3:20 pm when this operation decided it was time to respond to a customer that had been disrespected and ignored. And -- here's the kicker! -- the response passed the blame to someone else!! "It's the other guy's job to call you," read the message. I do NOT care whose job it is in your company to do what. I do NOT care about your internal organizational chart. When I emailed the company, I emailed the ENTIRE company. When you respond to me, you're not responding as an individual, you are representing the ENTIRE company. You don't pass the blame. You ARE the company, you TAKE the blame.Oh, and there's more -- there was no apology in the message. None. NO APOLOGY. No, "we're very sorry that we didn't . . .," nothing like that. It was just "That other guy should have let you know, and someone will reach out to you," basically.And did anyone else reach out to me? NO! I am writing this on Monday night after the Friday that nothing happened. Late Monday night. No one from this store, this company, the owner, the technician who didn't show, the guy who responds to emails, or anyone else has bothered to check in with me to see if my issue has been resolved, if I am taken care of, or if I still have an inground pool in my backyard. Nothing. Nada. Zero. Zip Zilch. Not a word.And, yes, there's still a leak at my filter.
jeff kirkland
jeff kirkland
20:20 06 Jun 24
J S
J S
13:30 02 Jun 24
Very helpful and knowledgeable staff. Wish you were open on Sundays during pool season.
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