I've been a customer fir 12 years. They are a great family-owned business. They just installed a second pool for us, and we love it.

On July 8, 2024, we ordered a Merlin Pool cover at Keystone Pools for $1,999.59. The required 50% deposit on the order, $999.59, was paid. We were told the order would take approximately six weeks to process. Six weeks later, on August 19, 2024, we called to inquire about the pool cover. Keystone Pools told us they were having trouble with the internet/phone, and orders were delayed in arriving. They told us to check back at the end of August. We called the week of September 2 (8 weeks after the order was placed/deposit paid). We were told the order was not yet in. After two weeks, we started calling again with no answer. On Friday, September 20, 2024, we drove to Keystone Pools to inquire about the order in person. The woman in the store said she had no information about the order, but the owner had a death in the family and the order might be delayed. She didn't have the phone number for Merlin to check on the order status, but she would leave a message for the owner. On Monday, September 23, 2024, we emailed Merlin Pools directly to see where the pool cover was. We received an email from Merlin Pools on Tuesday, September 24, 2024, that an order of 1 pool cover ($1,999.59) for us was placed on 9/23/2024. The next day, we received another email from Merlin Pools that the pool cover had been shipped to the distribution center in Harrisburg, PA. We began calling Keystone Pools to find out when we could pick up the pool cover/pay the balance. No one has answered the phone since September. We mailed them a letter asking for the pool cover or to return our deposit. We drove to Keystone Pools three more times, October, November, and today. No one is ever at the store. It is always closed even though the store hours posted indicate the store is open. Now the phone number is no longer in service, and the pool cover seems to be being held at the distribution center in Harrisburg. Last week, Merlin Pools encouraged us to contact the distributor in Harrisburg, but they haven't returned our calls. Now six months after we placed the order at Keystone Pools, we are out the $999.59 deposit, and we have no Merlin pool cover. We filed a complaint with the Better Business Bureau, and we are now pursuing a small claims court claim for breach of contract. read more

I ordered a pool liner through this company which i was assured would be installed by mid June before a kids pool party. Communication was non existent on their end but when I inquired about it as the date got closer I was told that it took until that day for the manufacturer to respond (I suspect this is bs) and the liner would be a couple more weeks. Now as the 4th of July approaches I was again assured that the liner would be in in time. I was also told that I would be contacted regarding a pump to drain the pool preemptively. Neither was true! They have not once called to update me on any of this of course, I have had to call and ask and each time I am met with excuses or outright hostility from the owner. Go look inside the showroom and you get an idea of the kind of organizational capacity going on at this business. Hard to imagine a worse experience, I urge anyone looking to look anywhere else. read more

We have used this pool company for many years and over the last 2 or 3 years the quality has consistently gone downhill - The last 2 years our scheduled pool openings were changed and this year had to wait four days from scheduled opening- This year I also scheduled a cleaning went past the date scheduled called the store told " you are on the list for tomorrow " 1 week later still not cleaned then when they dis show up in and out in 20 minutes leaves still in the pool, sides of the pool filthy and steps were a mess! I finally called another pool company (which I wanted to do 2 years ago but my husband believes in loyalty) they came out and cleaned the pool and it is now immaculate. Needless to say I am done with Keystone Pools and the horrible way they now do business. read more

Buyer beware. We placed an order for a Spa and they never submitted the order with the company. They had our money for 4 months before we found out by calling the spa company. read more