We were referred to Pools West by our home warranty and we had a great experience. They contacted us within hours of opening a claim, quickly determined what was needed, and one week later, our issue was fixed. They were friendly, professional and communicated clearly through out the entire process. We would recommend them to friends and family, any time. Thanks! read more

If 0 stars was an option, that would be my choice. I can't even write a review because despite many promises, we could not get these guys to respond to multiple requests for an appointment, after they were assigned to our service request by our Home Warranty company. The original service request was made in October 2023. Here we are in June 2024. My husband has made several calls to them and sent text messages, but it has been nothing but crickets... If you get assigned to this company by your Home Warranty, make sure to ask for a different vendor immediately. read more

It is disheartening reading the mixed reviews so I wanted to leave a positive review for a great experience with Pools West. They were assigned to me through my home warranty with Fidelity after the first company had no response. We approached the weekend (with me contacting them for the first time on a Friday). They were kind enough to arrange the appointment over the weekend and arrived Monday. I had sent videos of the pool pump leak so they knew in advance the problem. Robert was a very sweet gentleman who changed out the part quickly after diagnosing the problem and now my pump is working smoothly again without any leaks. read more

It's unfortunate that our experience with Pools West was so incredibly negative during this time. We wanted to give these guys the benefit of the doubt during tough times but were left completely disappointed. We filed our claim through our warranty (Fidelity National Home Warranty)on 5/11/20 because our spa needed a pump replaced. The hot tub was hot but the second set of jets weren't working. 5/12 we got the text from Sally. 5/13 the guys showed up, looked at the spa, said they needed to order the part then left. We weren't contacted again until 7/2 saying they would be at our house in 20 minutes. The men showed up and said they couldn't work because our spa wasn't drained- we had no notice other than the text we received 20 minutes prior to arrival. The men pulled the cap and started draining the spa. They opened up the back panel of our spa, exposing the internal hardware, then left. On 7/10, I called and left a message requesting a call back. No response. On 7/17, I text Sally's number stating our concerns and requesting information on when they would be back to fix the spa and included a picture of our exposed spa. 7/20, Sally texts back and says Robert can be there Wednesday (giving the excuse that his brother was in the hospital- unfortunate if this is true). 7/21, get a text saying postponed until Thursday. 7/23 guys show up and install new pump. I walked out, offered them water bottles and asked what the status was. During this time they were already filling the spa with water using our sprinkler attached to the hose. Without notice, the men left. A couple days later when my husband went to test the water. The spa was completely off. 8/6- Husband left a voice message for Sally's number. No response 8/10- Texted Sally. 8/11-Responded that they were out of town and Robert would get back to us. Never heard back. 8/23- Here we are now, 3.5 months later with no spa, no response, and paying entirely too much for a crappy home warranty with incompetent service providers. Considering taking this to small claims court. This customer service and repair is completely unacceptable. read more

Pools West - This is the condition our spa was left in from 7/2-7/23. - Pool & Hot Tub Service Near Me

I wish I could give this company 0 stars because they have horrible customer service, make fraudulent claims, and do not complete their work. We called our Home Warranty to have our pool pump fixed and they were dispatched to come out. After a week of submitting our claim we had to reach back out to our Home warranty to let them know that we have not heard from Pools West to schedule a visit. We even tried calling them and they did not answer. They finally came out a week later and said they fixed the problem. When they left our house they spoke to my 13 year stating they were completed and did not speak with any adult about what they had done. My husband texted Pools West to find out what was done during his visit. He stated that there was a clog in the impeller and he removed it. Our pump seemed to work for a second until the next day we noticed it still wasn't working correctly. We called our Home warranty company again stating the pump still wasn't working and they had said that a claim was submitted by Pools West for $800 to replace parts of the pump which was not done. At this point our pool is a green swamp. He was dispatched again and took almost a week to come back out. My husband watched him pull some levers and then told him that there was nothing he could do. Pools West claimed that it was the algae in the pool causing the issue and told my husband to shock the pool. We spent money on new filters, shock for the pool, and the pool is still not working. Contacted Home warranty again and they stated they haven't received a report from Pools West for the 2nd visit nor has he responded to their calls to come back out. We tried calling and texting and no response. If you are looking for a pool service company this is not the one. Horrible customer service and clearly are submitting some type of fraud billing with Home Warranty companies. Still waiting on them and this problem has been going on since mid April. Do not use them unless you don't want to use your pool. read more

I'm going to have to go with one star. I have Home Warranty of America, which is as equally a useless company, to set up a time for Pools West to come out an look at my pump. After some time (several days perhaps), I was able to get an appointment and a technician came out. He replaced my pool pump with something from his truck. I told him that my claim also included my filter's pressure value and after some back-and-forth, he gave me a new value to replace myself. All of that was $60, which is ok. An intake pipe connection started to leak and I called Home Warranty of America (because I must love punishment, I guess) and they sent these guys back out. The technician wouldn't do anything, since the pipe in question touched concrete. I can appreciate liability and related issues but the leak was clearly 9" above the concrete. This was evidenced by the pooling water all around the pipe and water streaming down the pipe. After some back-and-forth, he went back to his truck and gave me a replacement pipe. This PVC pipe was covered in dirt and grime, so lord help me I have no idea where he got this from. He said I could replace it if I wanted. All of that was $60, which made me sad. Now my pump isn't drawing in any water (yes, I cleaned the filter and inspected the pipes) and to disconnect the above pipe in question because of the leak. All in all, I would rather fill in my pool with sewage than ever use them again. Maybe they'll work better for you, I dunno. read more

We tried contacting them for service on our pool heater, but could NOT reach a live person nor receive a call back after leaving tons of voicemail. Unfortunately, this was the company our home warranty through HWA told us to contact. Don't even get me started on HWA.... I can't say this company provides terrible service since they don't provide ANY service! Don't bother trying to call. Cancel your home warranty and forget trying to get service! read more

Had these guys respond to a spa service which was covered under my home warranty. The spa was previously checked by another service for free. They told me it had an issue with the heater and a control valve. It was occasionally displaying an FS2 error code. The spa had also starting leaking, requiring me to put water in it every other day. Pools West came out when I was not home and "checked the spa". They left without doing anything at all and said the spa was hot and working fine. They couldn't even fix the spa although it was covered under warranty and paid for by my warranty company. Terrible non-service!! **DO NOT USE THIS COMPANY** read more

I have Fidelity National Home Warranty which is on par with Pools West when it comes to customer service. Pools West was my second assigned contractor, Turner Electric, was my first and they were unresponsive as well. Pools West was assigned to repair my spa. Never called and never answered the phone. Go elsewhere if you have a choice. read more

Warning: dont use this company. Worst cu stomer service ever to go along with horrible workmanship. Plenty of other options out there. read more

WORST EXPERIENCE I HAVE EVER HAD WITH A CONTRACTOR. WILL BE FILING COMPLAINT WITH BETTER BUSINESS BUREAU To start off I voiced my concerns to my home warranty about this company due to the other reviews I saw on yelp . THEY WERE ALL CORRECT , DONT LET THE GOOD ONES FOOLS YOU . This is not my normal pool company . I was using them for home warranty fix Lets start off with Robert , he was extremely rude from the get go . No introduction and just stormed around the property after ringing doorbell . I asked him not to adjust or touch any of the settings . His first smart decision was to flip all the breakers and reset the whole system . Mind you this is for a leak in the filter . Now I have pay my pool company to come out here and fix his mistakes . So he finally got our pump running which is a new Hayward ( literally push 1 button and its running ). He finally figured it out , stood there for 5min and said " no problems here " . Didn't even touch the filter housing , look at the system or really touch anything except my breakers and 1 button on the pump . DIDNT EVEN LOOK FOR THE PROBLEM . After I tell him EXACTLY what my pool company found . He got extremely defensive and irate . Said he didn't "feel comfortable " . What ????! Because my pool guy found a problem and actually touched my equipment ??? I'm sorry your ego was hurt and someone asked you to do some work . That was one of the issues Robert was here for , he didn't even attempt to look at my above ground spa . His incompetence was truly unreal . After explaining everything my pool company found , he said " welp looks like you know more than I do "and grabbed his stuff and stormed off my property. Essentially wasted 15min of my day with nothing to show for it I'm glad I was home , I would not feel comfortable having that guy around my wife or kids. His demeanor was hostile and rude AVOID AT ALL COST read more

We used them via our home warranty service. After a rocky start with communication between them, the warranty company, and us they straightened it all out and took care of the issue. read more

DON'T USE THEM! This is an awful company and should be run out of the pool service industry. My warranty company contracted them to fix my pool. They collected the initial payment and now will not call back. I have been trying to call them for two weeks now. They have done this once before and have a lame excuse of why they couldn't call back. Do not allow your warranty company to contract them. They take the money and never fix your problem. read more

This is the absolute worst pool company for repairs that I've ever encountered in the 30 years plus that I found a pool. They were contracted through my home warranty to do a very minor repair on a pool control system. I made initial contact and sent them all the information, including pictures of the system that needed to be repaired. From that point on, they disappeared. I left numerous messages both text and voicemail, and I never returned my calls. I called the home warranty company and reported their lack of responsiveness even though they have been paid for the repair work. Avoid this company it's awful! read more

Excellent!! Robert, a kind, experienced, older guy (I'm even older so I'M the older guy here!) inspected our pool filter, determined leak was due to aged system, filed w/ warranty co. (First American), they approved, he ordered it, came yesterday, installed it, works & no leak, whadayawant? Sally answered my calls but note: she uses text response not calls so plan accordingly (or tell her you still have your Princess phone). read more

I never post Yelp reviews bc I feel people can be very negative. I feel it is necessary to review this company in order to warn people- THIS COMPANY IS HORRIBLE. 1. They never answer their phone or return calls. They will only text you and have no follow through. 2. My home warranty company sent them a work order to fix my broken pool pump and they did an absolute garbage job. It sounds like it's screaming, way worse than it was before. 3. When they were told to come back out and fix it a SECOND time, they disappeared. No nothing. I'm left probably having to purchase a whole new pump. If your home warranty company assigns them to come to your house- RUN. Terrible business practices. Unprofessional. Rude. I get why people say "I wish I could give them zero stars" read more

Terrible company. If there was an option for zero stars, I would give them that. Our home warranty company put assigned them to us when our pool heater service light came on and the heater wouldn't function. They were supposed to contact us within 1 day. 5 days later I got a text. They came out and the guy just talked and talked about how we needed to program our setting different to increase flow. My husband asked him to show us and his response was "no, I don't do that". We then programmed the settings and increased the flow as recommended. The issue still remained, service light still came on, and heater wouldn't work for pool. We tried to contact them several times but received no responses back. Home warranty contacted them and they again said they would call within 1 day.. 3 days later and no response. These people are a joke. They do nothing to help fix the issue, and communication is awful. Unfortunately since the original claim got assigned to these scam artists, we are apparently stuck with them. Several weeks later, we are still waiting for someone to actually help fix the issue with our heater. Save your money, time, and efforts and go with a different company who actually cares about their customers and doesn't just want money to do nothing. Run from these guys!!!!! Update 6/7/17- after receiving a response from the company (see below), I felt I had to update the review as they obviously didn't read it. The pool settings had nothing to do with the issue. As I said in my original review, changing the settings as they recommended was not the issue. Thankfully a new company was dispatched who found the issue with the heater and replaced the necessary parts under warranty. This company doesn't seem to care and just wants the money from the warranty company for making the trip out. read more

We needed to have pool work done, and we were referred to Pools West by our good friends. They were very happy with the work Pools West did at their home. The were there as promised, all work was done on time, and we were extremely happy with all the work we had done. We would highly recommended pools west for all your pool needs. read more

My home warranty company connected Pools West with me after their first contractor never got back to me. The booster pump for the pool sweep went out so it should be a simple fix right? I was a little tentative when reading the reviews but I had a great experience. Professional and timely! Refreshing! Their service person showed up when they said they would, replaced the motor with a brand new (not refurb) motor, and put on a new conenctor hose. They also cleaned up a few other things at no adiditonal charge. I'm very happy with them so they are getting 5-stars. Boo-yah! read more

Left multiple messages. Only 1 call back. Tech showed up and he told me to drain the pool. He was supposed to come back two days ago. Never showed. Pool is now drained and the water that is left is turning green. read more

Did not have a good experience - Home Warranty contracted out this company and several days went by without anyone calling to schedule. I received a text message randomly and appointment was set for the next day. Pool Representative came out without calling prior to arrival; we rushed home after letting them know we were 10 minutes away to find him gone. After a quick inspection, nothing was diagnosed. I waited longer for him to come back than the time it took for him to look at the equipment. Filed a complaint with the Home Warranty Company. There are plenty of pool service contractors in Rocklin, do your research and if you happen to get this company assigned, ask for a transfer of service. When did texting to make appointments become a thing? Pick up the phone and call. read more

I'll give 2 stars (instead of 1) because the tech who came out was knowledgable and very clear on how he could NOT replace a water feature (waterfall) pump. But he told me they'd see what they can do and would get back to me. Crickets! So I started texting the initial number that asked me for pictures, prior to the tech showing up. Texts went unanswered for weeks. Never heard back. read more

This company is a FRAUD. Fidelity National Home Warranty contracts with them, and I will tell you that nothing was done at my house other than collecting the fees for the work. Even the warranty company can't tell me what was done, and even my own pool guy says nothing was done. My problems still exist and nothing was done to fix them. NOTHING! I can't believe a company like this exists and the people running this company are so unethical. There is no customer service. They won't even call me back to explain or call the warranty company either, so I think it's fair to say this company is a total fraud and should not be in business. RUN as fast as you can! read more

Pools West was assigned to us by our home warranty and they responded very promptly, I believe I even received a text message on a weekend scheduling for them to come out on Monday. They were quick to do the repairs. Tyler was professional, friendly and knowledgeable. I wouldn't hesitate to recommend them for pool/spa repairs. read more

DO NOT USE THIS COMPANY! RUN! Our home warranty company had us use Pools West. They didn't return calls or texts for 4 days after they came out to assess/estimate our filter when no one was home. It took pulling teeth to figure out what the tech did or find. Then they supposedly patched our filter without permission, paperwork, email or notifying us or the home warranty company. They turned off the power at the breaker and never turned it on. The patch leaked immediately! They lied to me and the home warranty company about the work they did. HORRIBLE COMMUNICATION!!!! POOR WORK! LIARS! NIGHTMARE COMPANY! read more

I read the reviews and I was really worried that they would not come back or fix my filter issue. I was so happy when she called to tell me they had the part and that they were putting it in right away. THEY DID! I have to give them kudos for taking care of me so quickly. I did read all the reviews and I know that wasn't always the case. I would have given them all 5 stars but they did leave the old pieces for me to discard. Other than that I was very happy read more

Pools west were assigned to us by our home warranty for a filter housing issue and they were absolutely horrible. I called at least three times and sent two text messages to get this scheduled and not one call back. I had to call the warranty company back to get this scheduled as time was essential with the hot weather and there was no circulation. When the tech arrived he never checked in with me and just entered my backyard without me knowing. Then, they reported false information to the warranty company. It's amazing that this company is still in business. I"ll be honest this was so bad that I had to write a review which is the first one ever. If you ever need someone to come out and work on your pool DO NOT CALL POOLS WEST! read more

What a sad, little company. Missed two appointments without warning, and won't answer the phone. No wonder they keep getting sad reviews.

Pools West excels in providing the best pool repair service. Several years ago our home warranty assigned us to Pools West. Robert came out & quickly diagnosed our sand filter's problem and due to his many years of professional experience was able to do the extensive repairs. Just this last week our pool timer, filter & pump stopped working and since Pools West had given us such good service in the past, we specifically requested them again. Within the same day, Sally from the office contacted us & quickly set up an appointment. Robert came out & after checking our pool equipment he explained that it was an electrical wire problem. He repaired it & everything was working properly again that same day. We were thankful to Robert & felt fortunate that he has such good insight & experience regarding all areas of pool repairs. Robert is an outstanding repair technician and in addition he takes the time to help us customers by explaining about pool care & equipment, chemicals, preventative measures, etc. Just his willingness to share this information speaks to his good character & work ethics. Also, and just as important is Sally, the heart of the office. She willingly returns phone calls, is responsive & gives good customer service. In addition to being helpful & congenial she is also very knowledgeable about the pool repair business. Robert & Sally are both professional, diligent & hard workers. They respond quickly & care about how they treat people. They both deserve credit because they go that extra mile for their customers. WE APPRECIATE YOU BOTH AND THANK YOU FOR DOING A GREAT JOB. read more

Sally and Robert provided excellent, timely service for us. We were referred to Pools West from our home warranty company for a pool pump repair. Sally texted and called the same day to get details about the repair and scheduled an appointment for 2 days later. Robert arrived at the beginning of the appointment window time, fully explained the problem and our options for fixing and quickly performed the repair. Robert went above and beyond to give me tips on how to cost effectively maintain our pool and showed me how to clean our filter. I would not hesitate to contact them again for our pool servicing needs. read more

I encountered excellent customer service by Sally. I had problems with another company and Sally made sure my spa would be fixed by their technician Robert whom fixed my spa. Robert knew right away what was wrong with it and within a day fixed the problem . I would totally call this company again and recommend them. read more

The lack of response from this company is very unprofessional. Robert had originally come out for a service call I had made through my home warranty company. He assured me the problem was fixed and said if there were any other issues I could call him directly. I really appreciated that and felt confident in his work. About two months later the problem returned. I have reached out via email, phone messages and multiple texts. No one ever responded! read more

STAY AWAY! Our Home Warranty company sent Pools West out to look at our pool / spa heater and we were told that our circuit board needed to be replaced and they said that the work was completed with additional work done outside our coverage. Now that the weather is getting warmer we decided to try and fire up the heater only to find that it was still not working. We had another company come out to take a look at what was going on and were told that the circuit board was not only ever replaced but the other piece we had replaced we were told was put in backwards and could have been very harmful to our pump. Your call but you have been warned and it looks like from some of the other Yelp reviews we definitely have a pattern going on. Response to Pools West: This review is not a Hoax my Home Warranty Company was told by your company the second time you came out to review what was going on with the heater that the circuit board was damaged due to spiders and would not be covered which was only one or two months from the original repair. Once the new company took a look at the heater they found that the board was never replaced and was old so they replaced it and it has now been fixed. read more

Our hot tub went on the fritz and I contacted our home warranty company on 11/27 (Fri), was contacted by Sally on 11/30 (Mon) scheduled appt for 12/1 (Tues) and was told the motor needed replacing, needed to order and would be 2-3 days, motor came in on 12/7, Pools West showed up that day and replaced! Only 5 whole business days to take of this and was very appreciative of their responsiveness, professionalism and experience. This is generally not the norm for most home warranty repairs, so I consider myself lucky and I'm happy to be back in for my late night soak and relaxing! Thank you Pools West! All we can hope for is that some Yelpers, also take the time to compliment a business when they actually do a good job, as a rule of thumb, some folks have a bad experience and tell 20 people, they have a good one and tell maybe 3-5... ;) read more

I've had Robert out twice to fix my pool. He is FANTASTIC! Gives great advice and works well with beginers like me! Can't recommend anyone better! read more

Pools West was sent by the home warranty to repair our pump motor. The attempted repair failed within a month. Thankfully it was quick, so it was still covered by the first service call. Then they replaced the motor, without consulting us, and installed an illegal unit under current California regulations. First I though of an honest mistake. But when I informed Sally about the problem, they denied and finally stopped responding to my requests to fix the legal issue. Dishonest. That's all I can say. read more

Pool west went above and beyond to fix my pool within 2 business days. Sally and Robert made it happen! If you need pool repair I would highly recommend! read more

We have had this company dispatched twice to our home now through our home warranty company. Both times Pools West did not fix anything and once they came to our house, they were literally impossible to get a hold of for further communication. My issue is not so much that they did not fix anything because it was not covered by our warranty so that is not their fault. My real issue is their communication or lack there of. Since our issues were not covered I was hoping to find out what was wrong and learn about possible solutions, we were even willing to pay to have Pools West fix the problems. However, there was zero communication, after multiple attempts, once they had come out to our house. Terrible service and communication. We will not be using this company now that our warranty is up. read more

Pools West was sent to me through my home warranty company so I can't take credit for finding them. But over three different visits (for different repairs) they have provided amazing service! Including realtime texts, willingness to come when I couldn't be home, excellent technical skill and prompt response. I haven't even met Robert who came all three times but he likes my dog, handled the issue and there's never been a call back. Sally in the office is courteous and responsive. Call these people! Two thumbs up read more

Home warranty company assigned them to my claim. Communication was great at first. Received a text they would be at my home between 3-6 pm. I took the day off from work to be here and they never showed. No call, text, or any form of communication. Completely unacceptable. read more