Avoid this pool company at all costs. They need customer service and communication skills training.
I will preface this review by stating I have never owned a pool and this was my first pool company to deal with. I say that because I informed Debbie of this fact and she answers the cell phone on their website. And I reminded the pool tech person that came to install my salt system at the beginning of the appointment.
I bought a house a few months ago that had a pool built last year from Riverbend Sandler pools. Hindsight is 20/20, I should have just had Riverbend handle the salt water conversion.
To try and get a straight answer about any thing out of Debbie was a struggle. She would tend to go around in circles and I never got a straight answer. She was rude and a bit demeaning with some of her responses.
Debbie told me the only store they will warranty the installation was 1 stop pool store. Now obviously they have a money benefit to send you to that store, but dealing with that store was a bad experience and I won't be giving them anymore business. But we will save that for another time.
The most frustrating part of this experience was the person Pool Tech sent out install the salt system. Debbie gave me a window of 8 am to 12 pm on a Thursday. I didn't get a text from the tech till 12:37 pm to let me know he is on the way. She told me I could leave work towards the end of that window to have the tech show me how the new salt system works and what important items I need to know. Granted I am not asking for a pool school, just how the salt system works, and what I need to know. You have to pay an extra $150 for the "pool school." I think that should be included if you are paying for work done on your pool, but whatever.
I show up at the house and the tech is in my backyard standing next to my pool equipment. I bring the both boxes that the salt system and cell came in. I reminded him that I am completely new to pools and need him to show me what are the important parts of the salt system and maintenance. Since I know a salt pool is different than a regular chlorine pool. He said "sure no problem." I asked how long would he need to install everything and what time I need to be back and he said 2:30 pm.
As I am pulling up to my house as I get a text at 2:29 pm stating "Work with Pool tech has finished."
That's strange, the pool guy is gone. I call his cell and to ask where is he at. He said oh I left 15 minutes ago...what?
I asked him why he would leave already if he hasn't explained to me how the salt system works? He said "I don't need to explain it to you, the system is pretty self explanatory.You just add the salt." I was shocked by his arrogance and how rude he was.
I told him that Debbie told me he would show me what I need to know about the salt system. He verbatim says "Debbie works our phone, she doesn't work in the field." lol what?
Then guess what, he shows back up at my house 10 minutes later completely annoyed. Like I am making him do his job or something...
Then I ask him why didn't he add the salt to the pool? He says Debbie should have told me to add the salt the night before to the pool, that is not something he does. I had several conversations with Debbie and she never told me that I need to add the salt. But I thought Debbie just answers your phones?
I had Riverbend come and give me the pool school prior to this interaction and that pool person that came to my house was 100 times better to work with than the person Pool Tech sent out.
If I had not already bought the salt system from 1 stop pool store, I would have returned it. And had Riverbend handle the installation.
There are several pool companies out there, I would steer away from using Pool Tech. read more
