PoolWarehouseReviews 924

I have had a horrible experience with Pool Warehouse. First, they did not send enough hardware to install my pool. I followed the instructions to the letter and counted each piece according to the count sheet provided. As it turns out, the count sheet was wrong. I immediately called PH for help. No response. I sent an email, no response. I called again after 3 days and spoke to someone who could not help me and they told me that someone would call me back. They never called me back. I had to purchase the rest of the hardware from a local specialty company. Next, the pool pump does not work unless you jump start it with a drill... each time you shut it down, you have to jump start it. I called several times leaving several messages through the automated system and 2 messages with people regarding the pump issues and that the lights also did not work. This is a beautiful pool that was not cheap. I just want my pool to reflect what I was promised before purchase. Customer service before the purchase is always great, but beware of the service you receive after purchase. After 4.5 months of no response or resolution, I filed a complaint with the BBB. I did receive a call back and they replaced my lights. However, due to the length of time I've owned the pool they cannot help me with the pump. I will have to disconnect the pump and send it back to them so they can send it elsewhere for repair, but they cannot guarantee the outcome.
After sending me the lights, they seem more interested in having me reverse my negative review than actually helping me find resolution to all of the issues with the pool. I am very disappointed in the customer service I have received. I have requested to speak with ownership or supervisors, but again nobody will respond or call me back. Byers beware.

Ordered my IG Pool back on May 27th, 2020. Received 1st shipment with only 3 items that were not damaged. Please keep in mind that there are over 100 pieces to this kit. Almost 3 weeks later I received an email saying they had located the missing pieces. I received a shipment that included a pool pump, 2 1/2 bags of filter sand. 2 of the bags were busted and the 8' steps that lead down into the pool were all damaged. 4 emails and 3 phone calls later i still have no idea where the rest of my pool is and Pool Warehouse isn't doing anything to help locate them. I read the reviews on BBB website after I purchased my pool. Please visit and read before you buy it. My $7K investment has turned into a NIGHTMARE!

While I understand the pool business is busy right now, I would think when purchasing an inground pool kit, you would be able to get service if something goes wrong. My order was delivered two weeks ago in a Tuesday. We did not know that we needed to unpack and inspect all products before the driver left (this is on us). When we unpack on Thursday, there was a damaged panel. After multiple attempts, I still don't have a solution on my damaged panel and had to just put a thin piece of metal over it. Then we move on to the coping... there were pieces so damaged that they were unusable. I am not a pool specialist so I would have had no idea that this was going to be a problem. Now, we ordered a salt water system... it was not included in the order. I have reached out multiple times not being able to get through. Leaving message after message and no one calls back. When I did get someone on the phone, the needed information and promised resolution... still two weeks later... nothing. This is the worst service I have ever received.