Pool TownReviews of pooltown1.com

Thinking about having a pool installed? I would strongly caution against using Pool Town. The sales team was wonderful — in the beginning. So good, in fact, that we followed every recommendation they made and installed everything suggested. We even trusted them to handle the opening and closing of our pool. Now onto customer service, which has been an entirely different experience. While they are selling and upselling you, you would think there would be some explanation about the proper use and maintenance of the systems they install. You'd be wrong. That was issue number one. Now, heading into only our second season, we are dealing with creases in the liner and cracking in the stamped concrete in multiple sections. That is issue number two. I have spoken with customer service more than 20 times, and we still have no acceptable resolution. To make matters worse, the general manager will not even return our calls. Being ignored over issues they should absolutely stand behind is the foundation of bad customer service — especially when the design and systems were entirely their doing. Their refusal to take accountability says a lot about the quality of their work. That is the biggest red flag of all, and issue number three. For the amount of money invested, this level of service and lack of accountability is beyond frustrating. I would seriously think twice before choosing this company. Unfortunately, it now appears we will have to pursue legal action.

If I could put negative stars, warn every potential customer or put up flyers I would. Consumers need to be aware of who they are dealing with. The experience with pool town from start to finish was absolutely horrific. I have never worked with, communicated with or experienced such disorganized and unprofessional individuals. Our permits were approved and completed June 2021 and our pool was completed finally by June 2022 an ENTIRE year later (which was blamed on covid even though their contract says they refund $ for every week delayed after permitting). We basically paid 45k for a vinyl liner and hole in the yard. All the other labor and costs were on us. We do live on a hill and hit rock and they immediately charged us an additional 10k without a manager on site to even explain. The 10k didn’t even cover removal of the rock, which they added until we brought in our own machine which finished the job in 1 ½ days. Their staff rarely answers the phone unless its to receive a payment and the general manager only came to our site 2 times during the entire year span since the project started, always with an attitude and never replying to our calls, instead sending nasty and unprofessional text messages. Every phone call was ignored or rudely answered. We agreed to pay the additional fee due to the rock and soil considerations for our location however they continued to nickel and dime throughout the remainder of the project. Trash was left on the property for over 6 months and I made several attempts to ask them to clean it up. In the end we had to remove the debris ourselves, yet every time they came they had time to put up a pool town sign on our property. Trying to get them to install the final railing and show us how to even set up and use the pool was also painful. Note to anyone who is looking for a good pool company, this isn’t it!

We signed our contract July of 2020. We were told construction on pool would start spring 2021. Excavators dug the whole for the pool, June 2, 2021. We have given Pooltown $39,000 so far, It is now August 15, 2021 and still no pool. Communication is poor, customer service is poor.

If I could put ZERO stars I would. I signed a contract Sept. 2019. 2 years later July 21 I fired them. Probably the worst company I ever dealt with. I am not sure how they are in business. My pool still not done they have all the excuses in the world and they have no clue what's going on. There own employees are fed up with them. Every time they were supposed to show something happened.... NOT only that they wouldn't even call to reschedule. Plus they tell you one price and when they come they hit you with crazy CHANGE ORDERS. I can write pages long with proof but they are not worth it. DISASTER LIARS FAILED INSPECTIONS (they called for inspections for plumbing not only we didn't pass but the inspector said why am I here). Also their property manager JOHN he needs to go to school and learn how to speak to people. They will probably respond to my REVIEW with lies and bs cause that's what they are about. STAY AWAY

Pool Town installed my pool in 2003. Pool Town just replaced my liner. After a week of installation the liner separated from the wall in two places. They came right down and fixed it. A week later the liner separated from the wall in 10 places. I called several times and emailed them, but received no response. After two weeks I called again and did receive a call back. Kristen from Pool Town told me that they could fix the problem at a cost of $400.00 to me. This would require and installation of shims that would hold the liner into the copping. They then said they could reduce the price to about $225.00. I could understand if the liner separated again in the same two spots but not 10 spots. To me this is poor installation on the part of Pool Town. They did offer to come back and fix the problem by just putting the liner back into the copping, but advised this would be a temporary fix. I know two people who just had their liners replaced by a different company with no issue with the liner ever separating from the wall. It should be Pool Town's responsibility to have installed the liner right the first time, and if not fix the problem no coast to me.

Update of my review from 5/23: Just as we thought the management of this project couldn’t get any worst! It can! After 3 weeks left with a wrecked yard because of their delays and subpar service (and weather has nothing to do with it) We were told we need dirt to finish the backfill that was scheduled today. Its not just some dirt, its a few truck loads. They should’ve figured this out prior to the work schedule so we have had the dirt ready on site.Total amateurs! Let me also mention, liner installation was almost cancelled because I refused to take down my review last week. The nerve to try to blackmail us! I said I will update if they put together their acts. They will take your money and wouldn’t care any less of your business once you’re stuck in a contract. Don’t be the next victim! DO NOT INVEST your hard earned money with Pool Town. You will have constant frustration with the poor planning and coordination of the handling of your business by the project manager Maria. Regardless of repeated instances and escalation to Alex the general manager and Leesa the customer care manager, nothing will be done and addressed and instead will continuously refuse accountability for the delays and blame it on their sub contractors and to your lack of patience to accept lousy excuses. Disregard as well the sales pitch of 35 days guarantee as we have repeatedly ask when the counting begins and they won’t give you a day because again they refuse of any accountability. Every time we want to go back to the sales rep Ron, we will just get a text Im driving call the office. I have all supporting communication to this review, too much to share in detail. My hope is to help other customers avoid the same experience. Don’t get stuck with a wrecked yard like us. Take your business some place else.

Horrible company to deal with. Poor quality work and even worse costumer service. All phases of work are subbed out and pool town could care less about how things r going. Our renovation was a three month nightmare. Problems with every stage and had to drain out a 30,000 gallon pool multiple times to fix problems. No communication from the company. Will never use or recommend pool town to anyone ever!

Horrible company to work with took me forever to finally have someone come over for a liner issue , which clearly is not correct, but they seam to find no problem with it even though when they came the first time and told my wife , " there clearly was a problem" . The patio people they work with and the "free" waterfall are all scams . They come to your house and try to sell you a bigger waterfall , and to get some extra concrete around the 3' that they give you , will cost you an arm and a leg ! All I can say is go elsewhere