Joel and Moab from Leslie's Pool Supplies just installed a new pool pump and solar controller for me, and they were awesome to work with. They really went above and beyond to make sure everything was done right, and I appreciated that they took the time to walk me through how everything works instead of just installing it and heading out. Super smooth experience all around. This is exactly why I keep using Leslie's for my pool stuff. Thanks again, guys--really appreciate it. See you on the next one! read more

The store had a great selection of pool supplies, for a great price. And Brandon's customer service was outstanding! So kind, helpful, patient, and had a great attitude. read more

I had some problems with my pool sweep. I brought it in and was helped by Wallace. He located the parts I needed and found a "0" ring that was installed backwards from a previous pool service company. All good and no labor charge. Thanks Wallace for your help and expertise. read more

We just had Leslie's update our 20 year old pool equipment (filter and pump). The variable pump will use so much less energy to run and it's so quiet now! We were able to get an evaluation within a week and install within a couple of weeks. Other places had long wait times and bad customer service. We were very pleased with Leslie's. read more

Leslie's Pool Supplies - Brian was our tech (not the guy on the truck) who was knowledgeable as well as friendly. - Hot Tub & Pool Near Me - Novato, California

UNSKILLED, UNHELPFUL & UNCONCERNED. Possible the worst customer service experience in years. One sales persons in the store... really didn't have any technical knowledge and couldn't stop watching his phone to help me. When I found what I thought I needed, he couldn't figure out how to apply the sale price, which didn't match up to the scanned price. He simply stated: "I don't know... I can't do anything about that." read more

BEWARE RIP OFF! They are trying to charge $479 for 50lbs of pool shock. Exact same product is $264 on Amazon. We just bought 60 lb of shock at Costco right across the parking lot for $240. I don't know what these guys are trying to pull but they're not going to rip me off. read more

This is not the store for beginners, while they seem helpful and knowledgeable it is very deceiving, as they will sell you more than you need and will be inconsistent between staff as to what you need. Managing your own pool is not difficult but like anything new you usually make mistakes in the beginning and with Leslie's in Novato those mistakes will cost you money. read more

This is a great store with very knowledgable staff! In particular, Neasha, the store manager, is fantastic. She really knows what she's talking about, she's patient, helpful, and all around dependable for answers to any of our questions. This is our first time owning a pool and every time we come to this store, we get solid tips and support with managing our pool ourselves. The prices are a tad high but it's worth it for the great customer service. Keep it up, guys - you are a valuable resource to Novato pool owners!! read more

Two separate reviews. Service Technician, Mark Harlan is a 9/10! Even having to provide a 5 hour window, waiting 3 1/2 I can't blame Mark for the delay. He does good job, is very friendly & offers good suggestions on maintaining the pool. read more

It took me many calls to finally get an appointment for a pool cover quote. I talked to the manager who said they do safety pool covers but, when I called back, the guy who answered the phone didn't know anything about pool covers. I would leave messages and no one would call back. I would be kept on hold forever. No one knew who handled pool covers. Finally they sent a guy out who didn't know I was looking for a safety cover and left saying they only drill into concrete which is what my pool is surrounded by! I called to complain but the District manager never called back. Do NOT use this company!!! read more

Leslie's pool service has been our go to for years. Working with Neasha on many occasions has been extremely helpful. She recently helped me turn my green pool into a clear, blue pool in a matter of 24 hours. Every time I go to this store I have received efficient and informative service. Thank you! read more

Worst customer service. Salesman cursed on the telephone saying he did not want to hear about the f@#*ing problem.

My name is Connie Jeffers and I live in Novato California and I have just adopted a pool about a year and a half ago I just want Leslie's Pool service to know that Christopher THEVENOT at your Novato store at 189 to 20 Vintage Way is absolutely amazing !!!!he knows his equipment like nobody else ..he fixed my equipment.. he gave me advice.. he tested my water and he helped me get rid of algae ... he's a fabulous guy and very much deserves too be acknowledged!!he serving me well with every visit.. I just want again to let you know that Christopher the store manager in Novato store is absolutely fabulous .I know you have a five star but you should have a 10 thank you so much. Connie Jeffers read more

Well this is an example of what I would want in an employee to behave like in my company I bought a piece of equipment from a different location don't need to disclose. It was kind of pricey for a pool sweep but it had four wheel drive and I thought that was cool about a month after it was experiencing some problems so I brought it to the store where I purchased it. He told me there's nothing wrong with it but he'd look at it brought it back to the pool same thing brought it back to the store he then said nothing wrong with it but I'll look at it The third time I don't think I was quite so nice he did a repair lasted 2 days.Now I'm headed back something told me to keep driving and try Novato . I was greeted by a young lady name Nisha she was on it not only did she fix the old one at no charge she gave me step by step instructions on how to execute my warranty I did get a brand new unit and I have a $1,200 spare at no cost thank you so much Nisha hope I spelled that right read more

I'm a first time pool owner. Chris and Trey are always extremely helpful and knowledgeable with keeping my pool in excellent condition. This is my go to place for all my pool needs. read more

Got a call day of service to cancel even though service was scheduled and paid for for an emergency repair a week ago. Was offered nothing except another week for repair this service is pathetic. Same parts online were 40% cheaper I only bought theirs as they could install parts quickly what a con!!!! read more

I walked into this store this weekend to buy a vacuum and some cleaning supplies for my pool. I had an Iced tea(closed with a lid) in My hand as it was 90 out. I was greeted by an employee who asked me to take my beverage outside and return when it was finished. I would understand if I was a kid with an iced cream cone but im in my mid 30's and it was sweltering out. Maybe this is not such a big deal but I did not like being treated like a child so I left and we wont be back. Found everything I needed at target anyways cheap. read more

My husband and I stopped in here a few weeks ago because I was in desperate need of a floaty on a hot day and the big box stores didn't have any in stock. We had done some shopping at a couple other stores so my husband asked if we could bring our cart in so we wouldn't have to leave all our purchased merchandise unattended outside. The woman behind the counter said no, we have a no cart policy. I got the feeling she thought we were kids and the middle aged couple she was helping at the time would not have received the same treatment. I understand not wanting carts pushed around the store but Really?? We couldn't just put it out of the way just inside the door? I should have left then and there but desperate times call for desperate measures. 2 stars because I got a kinda cool floaty at a reasonable price but nada for customer service. I won't be back. read more

I went to Leslie's to get a new booster pump (and installed) for my Polaris pool sweep. They scheduled an apt to install the pump and/or timer (if it was broken). The service person came out (I was not home) and left a report that I need a new booster pump. (No foolin! That is why he was sent there). He set a date the following week to install the pump. I had already paid for the call and specifically asked the person to install the pump that day when the person came out. Fortunately, Kyle, the manager agreed not to charge me another site call fee ($115) and I prepaid for the pump and installation. Then (the following week) a technician came to install the pump. He didn't, however. His response was that I wasn't there at the house, so he left. If he had read his instructions, he would know that the pump was paid for and he was allowed access to the back yard. Anyways - it has been very frustrating and after two weeks I still have no pump. Decided to go to another pool supply place to take care of this. I would give 0 stars for the company. The manager in the store, Kyle, was helpful so I give 2 stars for that. I recommend find a different pool supply place to get anything that requires service read more

I've had really helpful advice from everyone at Leslie's. Chris calls me the question lady and never runs out of patience. Mark gave me pool school and when I had a follow up problem he returned and fixed it with a friendly, helpful attitude. I really appreciate their standing behind their work and helping me through a rough patch as I am new to pools and have had some real strange issues that all worked out under their expert guidance. Thank you Chris, Mark, Wally and Rachael!! read more

I had no idea how to care for a hot tub - you just keep adding chlorine to keep it clean, right? No! The helpful guys at Leslie's gave it to me straight. They told me what I needed, what I didn't and what to avoid. I've been caring for my hot tub for 2 years now and have Leslie's to thank for the clear, ph-balanced, non-smelly water. read more

We're having problems with our pool sweep and went to Leslie's to shop for a new one. We experienced a level of customer service that just "Blew us away". The mananger , Kyle Menig, not only helped us choose a new sweep but actually came to our house to check the pool out and determine if the sweep we had picked out would be a good choice. He also tested out the pool water and added clarifier for us. I might add that Kyle is in his early 20's. He shared his plans with us and said he will be working his way up in this succesful company of 900 stores by the time he's 25. We wish him the best . With his attitude and ability I'm sure he has a brilliant future. Tom and June Pasquin read more

Went there yesterday to buy a blue-bubble pool cover; although the clerk said they had three in stock at the size we desired, he couldn't find one so we took the next size down (bought 15x30 instead of 16x32, no big deal.) When we got home and unwrapped the cover, there were five holes in the cover (the bag was also damaged) so we decided to make another trip to Novato to take it back this morning. When I arrived there this morning, the clerk (different person from yesterday) was willing to credit the purchase but didn't offer any kind of apology for the hassle that I went through to make another trip there. When I told him about the holes, his response was "I can order you another one but they all have holes" -- only when I questioned why every product would be defective in this way did he walk back his comments. He didn't seem to recognize that I really *needed* a cover -- that is why we came in yesterday -- and I virtually had to walk him through the thought process of determining whether there were other covers in stock that could meet my needs. Not only was that frustrating but it turns out that the only one they had in stock was a 18x36, which is significantly larger than we need or want to pay for. When I asked him if he could offer me the new cover for the same price as I paid for the previous cover -- as recognition for my lost time -- he simply said "I can't do that" and, when asked *who* could actually authorize that request he said 'I don't know, someone from corporate in Arizona." To say the least, I was not impressed and I left the store without a pool cover. I came back home and realized that the same pool cover on the Leslie's website was 33% less than I paid in the store ($169 in store vs. $114 online); furthermore, some simple googling showed me the same size pool cover at another vendor for $96 with free shipping. I went with the other vendor. The first thing you'll notice when you go to the Leslie's store in Novato is that it is almost always empty. The second thing you'll notice is overpriced plastic stuff ($75 for a floatie that would be destroyed in my pool in a matter of minutes by our teenagers) that creates a 'gauntlet of impulse buys' that cater to kids coming in with their parents. For me, the final thing I noticed was the less-than-helpful folks I encountered there and that is what prompted me to share my experience. With a little planning, I'm confident that I'll never need to go to Leslie's again and I'll buy everything online. Sure, the convenience of getting something for your pool RIGHT NOW when you need it comes with a price and if you're willing to pay that price regardless of the service, you'll really enjoy this store. read more

I went there again and got better advice. I still think there no return policy is ridiculous, especially for items that are sealed so it's clear that it's not been used. read more

The past month I have needed service for the heater and now the pump. Both times Leslie's "rescheduled" my service without notification. And of course I was not home. Yesterday the technician showed up and my appointment is supposed to be today. I called this morning to try and straighten it out. First I was told I'd need to reschedule. When I said no, I made this appointment a week ago, I was told "oh yes, you are down for today". So here it is almost the end of the work day and I called them and was told the technician doesn't have time to come out. I took the day off of work to be here and let them know. This is the worst service ever. I will never call them again. They are beyond disorganized and I suspect I was lied to this morning. I wish I had read the other bad reviews before I even started with them. read more

Highly recommend Leslie's. The lady that works there (I think the Manager) is extremely friendly and knows her stuff. I hope the Company knows how lucky they are to have her. She took a lot of time with me to explain how to maintain my new Hot Tub! Great service! read more

Everyone there is very knowledgeable about their products, what they do, and how to use them. We are Hot Tub people and we needed help figuring out how to keep the water clean on a regular basis. We are very grateful to Chris in particular who listened, and patiently explained everything. They made us feel like they wanted us to remain loyal customers, and we will! read more

Last week when the weather was in the 90's, I went to Leslie's and found a young man named Kyle running the store by himself, with five customers in the store and a register that kept going on the fritz. Yet Kyle somehow managed to stay very calm, collected, sweet and efficient the entire time I was in the store. I was amazed and very grateful, as was the woman behind me in line. This young man has a future, and, by the way, it's a terrific store. Anne Lamott read more

With a company as big as Leslie's, you would not expect to find someone working alone, on a holiday weekend. I went in to purchase some new pool filters on Monday 5/25, Memorial day. I was surprised but pleased to see the store open at all. Upon entering, there was a woman with a small child running all over the place. Another couple waiting to be assisted, and then , of course me. Kyle Menig, the store manager, was the only one working that day. In the next 20 minutes, I witnessed as he helped everyone in a timely manner with a smile. Testing our water sample took awhile so he helped others waiting, and others who kept coming in. This would've sent most people into a frenzy, as multiple customers showed their impatience with a breathy exasperation. Kyle never lost his smile or demeanor. So first off, give Kyle a raise! Second, a sole employee on a holiday weekend is never a good thing, so hire more people. Or at least schedule more people. I have been coming to Leslie's in Rowland Park for over 12 years, and Kyle has done the best job of serving me and my pool needs, as well as keeping the store looking great! His knowledge of pool supplies is unsurpassed and bonus, he had the exact 4 filters I needed right there on the shelf. I am happy to say, my pool is now clean and wonderfully ready for summer. Thank you, Kyle. You deserve a raise and a promotion! Keep up the great work! read more

Every time I've been to the Novato store, I've received great customer service from friendly and knowledgeable staff. Furthermore, Kyle (store manager), not only helped me find the right part but took the time to help install the apparatus in which I would have had much difficulty doing myself. He took the extra steps to help and it made a big difference in making an unknown and burdensome task simple. read more

Recommending that you DO NOT use Leslie's pool service for pool repair. My ordeal with them lasted 3 months before I took my business elsewhere. Shame on me for giving them 3 chances! Their store here in Novato is great, but their technicians who come to your house are not consistent with what you'd think with pool "repair". I used Leslie's in the past with a certain tech with good results over the years, so this experience left me shaking my head in disbelief. I made an appointment, where the soonest was 4 weeks out, so I had to wait that long. (Remember I was a fan of Leslie's before). I told them the spa pump was broken and I wanted a new one installed. The tech came out, looked at my stuff and said you have a broken spa pump. That cost me $125 to have him tell me what I already knew. Then he also said my electrical system was messed up and he told me to get an electrician out because Leslie's doesn't do electricity and wouldn't install the pump until the electricity was working again to the pump. He was here about 25 minutes. After he left I realized that now the waterfall pump also didn't work though it had before. So I got an electrician (with a 2 week wait). The LICENSED electrician came out and showed me (yep, he showed me) all pumps were receiving electricity; there was nothing wrong. He reconnected a set of wires that looked like they had been disconnected. Thankfully he didn't charge for that verification. I called Leslie's back. They hadn't ordered any pump yet. Then they asked me what kind of pump I had already, and what kind of pump did I want. I told them but after a week no call back; no nothing. I called the store who had to look into it, per the gal on the phone. No call back from the store, as promised. Then I went to the store to complain- here they were pretty good; that is, they seemed to want to improve. But I had to wait another 2 weeks for the pump to arrive and another appointment. Then a different tech came out. ... After an hour-and-a-half on-site, he said there was no electricity to any of the pumps and said the pool relay circuit had failed. He said he wouldn't install the pump until electricity flowed to the system because he couldn't test it. When I told him an electrician came out and showed me that current flowed to the pumps, he questioned what I saw with that electrician. I told him to leave. Then I called a competitor- Marin Pool, who sent a tech out pretty quick considering the circumstances, who checked the electricity (it worked), checked the relay circuit (it worked), re-connected the waterfall pump that "somehow" had been disconnected, and installed the replacement pump. I escorted the Marin Pool tech to my pool equipment. He showed me the equipment and area and noticed that instead of removing the pump via the threaded collars, Leslie's had cut the pipes! So Marin Pool rebuilt the pipes into the pump. Everything works fine now. Sorry for the long story but I would not want anyone to go through what I went through. read more

My pool filters top screw down knob became stripped so I phoned Leslie's Pool Supplies to order a replacement since it was a Hayward and they were a dealer. So the sales person told me what part I needed and the I told him I would like to pay with a credit card, he told me the company cannot accept a credit card over the phone and that I would have to drive 30 miles back and forth to the nearest store to pay for it. I drive there with the old part I needed replaced and showed them exactly what I needed to replace so I pay for the part and asked to have it shipped, well they can't do that. I have to drive back to the store to pick it up and it will be there within 7-10 business days . I call to find out if my part has arrived and they said it was there for how long I don't know. Now I drive back to the store and I look at the new part and it's missing the nylon washers and o-ring which now he tells me is all sold separate, so I said so I'm suppose install a new knob with an old seal and worn washers and they didn't figure I need these other items? Does that mean I have to come back again? So he said he would check another store, meanwhile the old knob is next to the new one on the counter and it looked a little different so I took it out of the bag and noticed it was shorter than the old one. The salesman told me that's the replacement knob and it might fit and if it didn't fit I probably would have to buy a new filter unit since he thought my filter was too small for my size pool. I told him that Leslie 's sold and installed my heater, filter and pump and I'm not buying another filter, at least not at Leslie's. I took the knob to see if it would work even though I knew better and of course it didn't fit and now I had to go back and return it for credit. For the heck of it I looked on line and found a company who sells replacement parts for Hayward, and I called them and explained what I just went through with Leslie and he said he had the exact part I needed and that they still make the part . I got the complete set of all the rubber and nylon seals and washers cheaper than the one large o-ring I got a Leslie's. The moral is ,I got the right parts and everything else to make my filter close to new, charged with credit card, cheaper prices, free shipping, and 5 min on the phone verses 3 trips to Leslie's and all the hassles for one item. read more

I recently went to Leslie's to replace a broken filter basket. Chris offered his help in finding the correct one right away and then asked me if I needed anything else. Since I was in the market for a new pool sweep, I started picking his brain about the different options. Chris was very knowledgeable about the technology and highly recommended a Dolphin DX5+S as being the best robotic pool sweep on the market. While they had quite a variety of different models on the floor, this particular one they didn't have, but Chris offered to get it to me by the next day. Since I had already done some research on the different models available and had set my mind on one, Chris convinced me this one was the best choice and so somewhat reluctantly I ordered the sweep, despite the fact it has to be removed from the pool and turned over in order to take out the debris instead of it being removed from the top, which I thought was a big inconvenience. The next day I picked up the sweep and put it in my pool and the cleaning was outstanding! The sweep got every single leaf out of my pool and is very energy efficient too. However, I very soon noticed that the 2 receptacles for the leaves are rather small and a single cleaning, even without the pool being very dirty, would fill up the receptacle making it necessary to pull it out and clean them. With a little more leaves in the pool it wouldn't even do an entire cleaning and the "obstruction" indicator light would come on. After a few days of trying it out I called Chris and told him about the issue and said that it sort of defeated the purpose of a cleaner if then requires daily maintenance in the sense of needing to be emptied and cleaned daily. What if you go away for a week or two? Chris said he himself was somewhat surprised at the small size of the receptacles and he offered to see if there was a larger bag available instead of the 2 receptacles. After a few days he called me and said the company does make a bag, but it was over $100 to get the required unit. Having spent nearly $1,200 already on this cleaner, I found this to be a little excessive. Chris said he would ask his regional manager what they could do and within the hour he called me back saying they would get the unit to me for free, because they wanted me to be happy. I very much appreciated this gesture on their part. I think they were very customer-oriented and Chris has an outstanding knowledge about the technology and features of the products they sell at Leslie's. I definitely recommend them! read more

I meant to write this yesterday, but I just signed up today for the sole purpose of this review. Me and my wife made the decision to cut our pool cleaning service, so I stopped into Leslies and spoke to Chris. I asked him what the basics were to pool cleaning, making sure to add that we didn't know anything. I came out of the store about twenty minutes later with the confidence needed, knowing that our pool would live because of him! They can even test our water for free and give us amazing rewards! He showed me some examples and got us signed up effortlessly! We were afraid to even attempt to maintain this on our own, but Chris relieved all of my fears with that. He took the time to know us on a personal level, and answer all of the questions I had. They even fix pool cleaners free of any labor charges, only for parts! I will be returning shortly with a water sample and my pool cleaner, that doesn't seem to be doing much cleaning despite the name. For how young he was, he seemed to be extremely knowledgeable. Because of Leslies, we now don't have to rely on a lousy pool service that came for roughly ten minutes once a week. Thank you! read more