I don't normally write negative reviews. If you look at my Google reviews, you'll see that I…read moreusually go out of my way to praise businesses that provide great service. But after an entire summer dealing with Empire Pools, I've had enough.
My pool timer wasn't working properly, and Empire had me taking pictures of it every hour and sending them in. After all of that, I was quoted approximately $500 for a new timer.
Last weekend, friends recommended another pool professional. I sent him the exact same pictures. He immediately told me the timer wasn't broken. He showed me how to move the silver dial and position the ON/OFF trippers. That was it. The timer works perfectly.
Then there's the salt system. Empire told me I needed a new salt cell but would not install one unless I purchased it through them. I ordered and installed the cell myself, but the problem remained. I also spent approximately $500 on an acid cleaning/service, and the red warning light was still on.
Then I was told they were waiting for another part. Meanwhile, my pool continued turning green and I spent the summer repeatedly adding chlorine just to stay ahead of the algae.
The pool professional recommended by our friends came over, looked at everything and recommended replacing the salt system instead of continuing to throw money at individual parts. We ordered a new system on Amazon for about one-third of the price, and he's installing it for $200.
And then there's the customer service.
My interactions with Jenn have repeatedly been unpleasant, but my experience today was unbelievable. A man whose name I don't even know called me and yelled, screamed over me and, in my opinion, bullied me while I was trying to explain my concerns. I actually recorded the conversation because I couldn't believe the way I was being spoken to.
I also hired Empire for biweekly cleaning. Previously, when I didn't click their text to confirm an appointment, nobody came. This week I intentionally didn't confirm because I no longer wanted the service, yet the crew showed up anyway. The cleaning guys themselves were very nice, and I simply explained that I was no longer using the company and sent them away.
When I contacted Empire about it, the situation escalated into the phone call described above.
Equipment breaks and mistakes happen. I understand that. What I don't understand is months of conflicting information, money spent without resolving the problem, poor communication and being spoken to this way when I finally questioned it.
I have the texts, pictures, quotes, receipts, call history and documentation supporting my experience.
I just wanted my pool to work and to be treated with basic respect.
After an entire summer of this, I have zero confidence in Empire Pools. I will never use them again and, based on my experience, absolutely cannot recommend them.
