PoolWarehouseReviews 921

Recently bought a pool from this company and it's been one let down after the next. Originally we were buying from another National pool company but decided to shop for a "2nd opinion" the price was amazing but buyer beware, you get what you pay for! Amongst numerous issues, PW has the worst customer service I've ever had the misfortune of being victim to. I'm still stuck with a step system that since day 1 we have had safety issues in regard to but are stuck with bc "they've been opened and assembled" mind you, they never sent instructions and since the box contained no hardware or instructions and we were told by their CS they "snap together", that's what we did... snapped them together. After numerous emails of complaining they didn't stay together, they finally sent instructions (weeks later) the instructions indicated the steps had braces in the backs to help keep them together and screws! We never got the braces or the screws! When we asked for them to be sent, we were sent a bag of screws, nothing else. After another call/email about the braces, we were told they were no longer " needed" we must have gotten "old instructions". This is only one of many examples of the level of customer service that exists with this company. When we asked for replacing or refunding we were denied. Trust me, Take your money elsewhere!

Beware when dealing with this company. We ordered a pool kit from them two years ago and the liner is already discolored. The customer service rep claimed that the warranty only covers tears at the seams but he would pass the information on to the manufacturer. They kept telling me that it was likely due to a chemical imbalance so if this happens to you they will expect you to have kept a record of all your chemicals to prove that it wasn't your fault. It wasn't enough that we use the in-line chlorinator that they sold to us as part of the kit. You would think that they would stand behind the products they sell, both in the chlorinator and liner, but they don't. After requesting pictures the representative stopped emailing me back and even a phone call went ignored. When I finally threatened to report them to BBB I was able to get through to a supposed supervisor, Jonathan, who said his father has had the same issue. This is obviously a common problem that they make no effort to inform customers of. Before spending $10k+ ask yourself if you want to deal with this kind of customer service WHEN something goes wrong!