Never finished job; never contacted to explain numerous delays; overall communication abhorrent

I called the company and they were here as promised in about 3 days. Matt was the gentleman that was assigned. Matt was VERY personable and professional. It only took him about 1/2 hour to repair my Jacuzzi. It was a pleasure having him here. I would HIGHLY recommend Baker for your next project. It is a family owned and operated business and it was evident that they take a lot of pride in their work and reputation. read more

** DO NOT RECOMMEND FOR POOL OPENING/CLOSING SERVICES ** I would like to start by explaining my strong recommendation against using Baker Sales and Services is not because of the original issues I was dissatisfied with during our pool opening but their response to my complaint when contacted. Previous to contacting Baker Sales and Services we had used Alpine Pools for several openings so we were used to a certain level of service. There were a few items that may have been nitpicky like my husband was upset they appeared to just shove the safety cover in the bag vs. Alpine Pools rolling it up neatly and tightly giving it a smaller imprint in our shed. We were also used to Alpine Pools starting the process of balancing the pool by putting in the shock type chemicals as part of the opening. At the time of the opening I asked Baker Sales and Services if they put any chemicals in and they told me it was my responsibility because the process should be spread out over like three days. So, I went to the pool store and dealt with the balancing of the chemicals. They did hook our equipment back up and turn it on. There were two o-ring type items that were leaky that needed to be replaced. In the past that had been done the same day but they told me they would call me back with a quote for the parts I needed. When I went up to the pool to check things out I thought I smelled gas. My husband also noticed that two plastic pieces that label the drain pipes were broken off and just left on the ground next to the equipment. My husband urged me to call them up and let them know about the items he wasn't satisfied about because of course they can't fix something or do better next time if they aren't aware. The "service manager" I spoke with was very unprofessional. As I was listing off my items he was barely listening telling me there is no way his guy would have broke those things off.... He's surprised they told me they don't put any chemicals in.... Then, he stopped me and basically yelled at me because "all I was doing was being negative about his company. He was a single father... what did I want him to do stay up until 4am after he puts his little kid to bed to worry about my call and see what parts I needed ordered??" I calmly told him I was sorry he felt that was but it was the point of this call to make him aware of the things we were unsatisfied about. About the gas smell he agreed that was concerning and said they are working like crazy right now but obviously that was important enough that he would get someone back out there that night or the next day. He didn't really offer any other suggestions of how he would make us feel satisfied again. They didn't call me back about my opening issues or my parts. I contacted the gas company who took a reading and said the heater needed to be shutdown because it wasn't safe. I had to call Alpine Pools who despite being extremely busy themselves running about 7-10 days out for service calls sent someone out the next day to fix the issue and replace the parts the same day. About three weeks after opening my pool I received a voicemail from Baker Sales and Services telling me my parts were in even though I never received the quote call. I called them back and told the new person on the phone how we were left hanging about our other issues and never received a quote on the parts. He reacted the same way... defensive and barely listening. I started with the issue of smelling the gas. He told me there was no way someone from Baker Sales and Services would have told me they would have come back the next day to check it out, they wouldn't make a service call that quickly. That is about where I gave up and lost my patience. All companies will make mistakes or might not perform to your expected level of service but if a company reacts this way when provided criticism...DO NOT USE THEM! read more

This company should be out of business. Two months to get my pool pump fixed and nothing but rude people on the phone and excuse the whole time. They have zero communication skills and the should look up the definition of service. The woman on the phone should not be talking to customers. She acted like it should be a privilege that she even answered. This company will NEVER be on my property again. STAY AWAY from these unprofessional, excuses after excuse, rude people. Matt was my first contact and he seemed professional but that was the only time I saw him. If you hire these folks you will only be frustrated. STAY AWAY! read more

I use these guys for all my miscellaneous spa tub exercise equipment repairs and they do a good job. but I recently called them in to do repairs on my geothermal heating system. when the company who installed the system refused to do any repairs and only wanted to charge $15,000 to replace Chuck stepped up to the plate located the necessary parts and put the system back together for a couple of thousand. I would highly recommend them for your HvaC equipment service and repair read more

They have helped to fix both our hot tub and pool heater. Prompt service. Came out within 2-3 days of us calling each time. Very pleased.

Best Company! Treated me like I was valued from the first phone call! Matt was awesome and the owner was too! Will call any time I have a heater or pool need for sure! read more

Service Tech Matt was great, professional and friendly. Calling this company for service is a disaster, stopping in is worse. Customer Service Rep was rude , arrogant and condescending. (this was a recall from previous service). Charged $40 travel to go 3 miles plus service charge. read more

We have a home warranty on our pool filter and had to use Baker services to come out to look at our Pool filter that wasnt holding pressure. Baker services was able to come out when we were not home to look at the filter. When we came home there wasnt any notification as to what they did or what services were performed. When I called the next day to find out what was wrong I was told by Baker services that they dont report to the homeowner they report back to the home warranty company and couldnt give me any info. The manager sounded irritated that I called and anxious to get off the phone. So i called back and said I forgot to ask if I can run the filter. I was very rudely told that if i want to run it its up to me but they cant tell me what to do. I was merely wondering if the filter is ok to run and did the tech drain the diatomaceous earth (DE) and do i need to refill it. This is when the person on the line got VERY agitated and told me: SIR YOUR POOL FILTER IS CRACKED AND YOU ARE SHOOTING DE INTO THE POOL SO IF WANT TO SHOOT DE INTO YOUR POOL THAT IS UP TO YOU! I expressed that I am new to pool ownership and just need to know if i can continue to run the filter. The guy on the line got VERY agitated this time and said it wasn't his job to teach me about pool ownership and very insultingly told me that he would expect anyone who owns a pool would know the basic operation of a pool filter. When I asked if it is ok to run the filter with the crack. The manager hysterically laughed at me about this question and raising his voice told me that my FILTER IS CRACKED IT ISNT WORKING IF YOU WANT TO RUN IT AND SHOOT DE INTO YOUR POOL GO AHEAD completely annoyed that I was merely asking about the status of the filter and wether or not it can be run. I asked a couple times to speak to someone else during this call and he stated he is the manager here. I told him his customer service sucked and he began arguing with me about why I called and what I knew etc. I also got agitated on the phone and when I started back at him with the same treatment he had been giving me, He hung up on me! SO if I could give negative stars to Baker Sales and Services for their horrific customer service I would. I have never been spoken to by someone performing a service in this unprofessional manner before. It is a sad state that good customer service is so very rare in our country. The automatic defensiveness and antagonistic attitude of Baker Sales and Services has been very upsetting. I would not recommend Baker Sales and Service to skim my pool let alone fix something on it. I would also encourage anyone looking for quality pool service to look elsewhere. Treating customers like this in not only unprofessional but un-American. The "i'ts not my job" attitude conveyed by Baker Sales and Service is the worst phrase ever uttered in my opinion. read more