I called for info on a filter. I spoke with a lady explained what I needed and she pass me to a Gentleman who I guess was in charge of Service and Parts. He explained he was very busy and I understood due to the time of the year. I explained what I needed which was cartridge filter for an above ground pool. He said he would need to call his supplier who was near and it wouldn’t take long. He would call them and call me back with a price. He calls me back about 30 minutes later which wasn't a problem. He gave me the info on a DE filter which was not was I asked for. He apologized and said he would call them back and call me back. I never received a call back. When I called back 2 days later the lady that picked up I'm guessing at the front desk had some attitude and was cutting me off. She cuts me off and said let me pass you own. I got a voicemail and left a message again and no response. Not very good customer service. I went with Niagara pools. They didn't answer on the first call and I did not leave a message due to being annoyed with the Pool Store. Less than 5 minutes later they called me back apologizing they missed my call and saw I had called. They had the Cartridge filter in stock and I picked it up. Great Job.
I prepaid for service and when no one arrived by 1:30 I telephoned the store; I was told they would be there shortly and at 5:30 I called again because they were a no show and no call! They closed at 6:00 pm and no one bother to call me to inform me of the circumstances. This was a total waste of my day; very inconsiderate and unprofessional. I am contacting the owner tomorrow.
Toni the owner is wonderful she goes on her duty to help out love her they open and closed our pool for the last 7 years have NO PROBLEM
We wanted to install and inground pool and did much research on who to choose for installation. After hearing some horror stories of other companies and their installation and many many contractors that were at their home, we chose to go with The Pool Store! For starters, Toni the owner INSTANTLY made us feel comfortable in designing our pool and this was not about money or dollar amount. At one point she even told us we can always install things at a later date (heater and salt water) instead of us stressing out over budgets. She guided in the right direction and assured us the pool would be perfect. Well she was not lying because we truly could not be happier with our experience and outcome of our pool. Secondly, all of the contractors that came to our home worked for and with Toni/ The Pool Store and EVERYONE was on the same page during the entire process. The office called me multiple time to always inform me of the next process and steps to expect including who would be at our home and why. Communication is key for us and I couldn't boast more about it. The office sent us photos of pools so we could give it to our children for Christmas because this pool was a surprise. They worked with us every step of the way! All of my many questions were answered and my worries subsided because of the ladies in the office and Toni's reassurance that we will have an amazing summer of 2017! Overall, our pool was completed in 3 1/2 weeks, start to finish, and add in a little snow to that time frame too! I can't thank the pool store enough and Toni for her amazing team she has!