Called the morning of 3/31/2025 to enquire about a price for a pool liner and approximate timeline. Was told the price and 2-3 weeks by Mackenzie. Went in two hours later to choose one, at which time I was told that it would take a few days to measure, then 2-3 weeks to get the liner in and they would install it promptly when it arrived. That person who said that was Turner. Took 2 or 3 days for someone to come measure despite being told it would definitely e the next day. They then had to come back and confirm a measurement. So it took around a week to order the liner. Well, I waited two more weeks and called in, to be told that the liner would be there the last week of April/first week of May (April 28-May 2) and they would install it immediately at that time. I reminded them that I would be out of the country until May 7, and that I really needed it to be done before I returned. This would be 38 days after I was told 2-3 weeks by Mackenzie on the phone. I was told by Turner that "absolutely, no problem, we can do that". Some delays are to be expected, being a couple of weeks out isn't that big a deal, but we went with this company because of the timeline. Another company was cheaper but had a six week timeline. I got home on May 7 to the pool they had emptied when they measured it and our current liner shredded to bits. They emailed me that evening they would be out on May 8 to install it. May 8 the install team leader told me that it was a one day installation. They were here a while (yesterday), and then I called today (May 9) for some kind of information. Mackenzie told me to fill it to the bottom step and they would come out Monday or Tuesday to finish the install. Then I said that wasn't acceptable so then she told me just to fill it all the way up and they would come cut in the holes later. I said "but it's really wrinkled" and then it was "oh well we can't fix the wrinkles until it's at the top of the bottom step and/ or it's all the way full" (I was told two different things by Mackenzie and Turner). It is wrinkled around the steps, there is a vacuum thing attached to it that I guess I'm supposed to run all weekend, and none of the return line holes are cut in. When I expressed annoyance, that there had been delays after delay, they told me they didn't ever say 2-3 weeks - that they would have said 3-4. And it was the pool liner company's fault it wasn't there on time. I didn't pay the liner company, I paid PoolRx. A little communication and not blowing smoke about timelines would have gone a long way. Even just a phone call and an apology about shipping delays. Well, Monday is 6 weeks, so even if they did say 3-4 it was still going to be a full six weeks. I should have gone with the other company that told me 6 weeks to begin with. Finally Turner said to me "I can tell by your voice that you aren't happy" and I said, "No, I'm not happy." This entire process has been delay after delay. Then he said "we will just finish the job up and then you can pay in full and we will wash our hands of each other". Fair warning to all: Company will over promise, under deliver, blame you when you are unhappy, and then act like they are doing you a favor when they "wash their hands" of you. Then as soon as I got off the phone - mind you, the pool isn't even done yet - they billed me for the 50% of the price that is not yet paid with a due date of today. Avoid giving money to them at all costs, especially if Turner is involved. Don't believe a word anyone at this company says. read more
