This is a company with integrity. A company you can trust! Bob is experienced and hard-working and Sally is very communicative and sweet. They let me know what wouldn't be covered by the company before they even visited just to make sure my money and time wouldn't be wasted. How cool is that? With this freakishly hot summer, we were super appreciative to have our pump up and running after one visit. ***p.s. Seeing as how they work for a home warranty company (insurance), it makes sense that some people would be disgruntled with the results of their service call and feel the need to rant and rage... I don't feel that the only recommended review does this company justice. read more

I used these guys last summer to replace a burnt out pump motor on my pool and the fellow did a great job for me. He was real conscientious about expense and recommended a great, cost effective option for me with a 2 speed motor. He also turned me on to PoolRX, an additive to control pool algae that has made my pool beautiful and maintenance a breeze for the past year. I'll definitely give him a call next time without hesitation. 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

I have had this company 3 times for repairs to my pool system and each time they have been spot on, fixing things my pool service could not. I request them when I have a pool problem and call my home warranty service. read more

A terrible company to work with. Unfortunately they were assigned to me through my home warranty company. Terrible communication, lots of re scheduling and a mis diagnosis due to laziness and lack of communication. I was not able to get them on the phone to ask or answer any questions. RUN !!!!!! read more

Pools West completely ignored the service request from my home warranty company, completely ignored my voicemail asking for service, and now has a full voicemail box. Totally unprofessional. read more

My home warranty company sent them out after the first company they assigned me could not set an appointment within a week. I was contacted within 24 hours and had my appointment set for 2 days later. Robert met me at my house and cleared up all my issues within an hour or two. read more

What a joke. Not sure why warranty company picked this company to come and repair the pool. They came and did nothing. Just talk talk talk. Did not even tell me what the issue was. I tried explaining him the problem but they didn't want to hear that. They said it's a problem underground. I called someone else and they changed few things and my pool start to work. No thanks to this company. Stay away from this company and save your money. read more

I would give them less than a one star if I could. I had them cleaning my spool (a combination pool and spa) for about five months. During that time I had a algae bloom because someone forgot to cover for the pool boy that was on vacation. I also had a black algae problem that just kept on getting worse. I continually called them about it and said that the algae was spreading, the office gal said she would send some one out no one ever came out for this specific problem; this went on for six weeks and the algae problem just kept on getting worse. Whenever I mention the problem to the pool boy, he said that he was too busy to come out any more often than the once a week he was scheduled for. His explanation was that black out he was hard to get rid. After that comment I sent them a message saying that I no longer needed their service. I contracted with another pool outfit and they literally were able to take care of the algae problem within three days. It was obvious that they did not know how to take care of the algae problem. I also left many messages that were never answered read more

Robert came out to look an issue with our pool. He was very helpful, friendly and took care of the issue quickly.

Ok... after almost 2 weeks of waiting... I'm adding to the growing list of dissatisfied customers. My home warranty company set me up with the appointment. Robert came out to look at my spa, I paid the service fee. He was here for about 15 min., took the filters off my spa and told me to let them know if it started heating. I text them the next day to let him know it wasn't working. Then I started waiting. Like many others, I simply can not get them to call me or text me back. They eagerly took the service fee, but when the warranty company denied the claim, they broke off all communication. I was willing to have them do the work and pay them for service but they seem not to need the business. I guess they are simply happy to spend 15 min. at each appointment, collect the service fee and then disappear into the night. If you have a choice, (and most warranty companies have options if you tell them you DON'T WANT POOLS WEST, they will send another company), STAY AWAY!! read more

This company is the worst. Came out on September 23rd, said he was going to order a part, left the panel of our pool heater on the ground. Never heard from him again. After 6 messages to his company, the warranty company decided not to cover it. Of course this terrible person named Robert cashed our check and never called us back. I'm disgusted with both he and the warranty company "American Home Shield" read more

Horrible service. I filed a claim with my home warranty on 5/13. I got a text from Pools West the next day asking what type of equipment I had and saying they would call and schedule an appointment to come out. After a couple days I called several times but kept getting a voicemail saying the message box was full. I had to call the warranty company to get them to call me. I finally get a call on 5/21 and the technician came out on 5/24 and says the filter cartridge needed to be replaced and he would put in a claim to my warranty company. On 5/28 I get a call from the warranty company saying the technician says it's only needs to be cleaned, even though I did that and the jets and pool sweep still weren't working. I called 5 times over the past three days and still have not received a call back from Pools West. I had the same experience as many of the other reviews on Yelp. I replaced the filter, but the jets still aren't working. It's clearly something wrong with the equipment. I am requesting another company to come out now. read more

I love pools west!!! They are fast, efficient, and honest which is a biggie! Gary has been 2 my house twice now and gets the job done. He clearly knows what he is doing. Home warrenty? Gary is not afraid to say you need a new one if needed. They were so good on my first visit that I remembered them 2 years later and asked for them when my spa was kicking up. 5 stars!!!!!!!!!! read more

By far the absolute worst customer service I have ever dealt with. Called my home warranty to request service for my pool pump and pool/spa heater. I called my home warranty company on Saturday and was told that pools west will contact me within 24 business hours. No phone call on Monday, but a text asking me what model heater and any error codes I had around 12pm. I text them back in 7 minutes and get no reply. I try calling them 3 hours later and got no reply. Then on Tuesday I get yet another text, not a returned phone call in which they asked me the same information again. To me, a business should at least have the common courtesy to call you on the phone. I have never dealt with a company that just texts, extremely unprofessional. Finally, they dispatch a technician out to my house on Wednesday, when according to my home warranty company they were suppose to be an my house within 48 business hours. The technician was extremely rude. He tried to explain to me that the pressure switch was the only issue. When I tried to ask him if he tried my controller on my pool side, he started asking me a ton of questions like; are you questioning my technical abilities? I've been doing this over 30 years. When I tried asking him what was wrong with the heater, he told me he didn't have to explain anything to me that the part is on order. Finally I got out of him that he didn't check my pool side of my heater and that he only fixes one thing at a time and the part would come in about a week. So not only did he not troubleshoot the pool side of my heater, he didn't even look at my pool sweep pump! He didn't put the access panel back on the heater correctly. Left my valves unlocked, not supply water to my pool, but to my spa, and left a screw driver. After a very heated conversation with this so called 30 year expert, he had suggested I use a different contractor. I made that conclusion that I would do so even before we finished our conversation. It blows my mind that a company like this is still open or gets business from home warranty companies or anyone. I've got a complaint in with the contractors affairs departments of my warranty company and awaiting a different contractor to come out and finish the job. I wouldn't even trust this guy to cut my grass, completely incompetent. Stay far away from these guys. read more

I had a great experience my home warranty contracted with Pools West, I got a call the same day I submitted a claim they asked for some pics of my pool equipment I sent it over and they showed up the next morning 9:00am and fixed the capacitor they were friendly, on time, knowledgeable, helpful and very friendly, I do not know much about the pool equipment and I felt better and knew a bit more on how to run my system after they left. I give them a 10 out of 10, sorry you other folks didn't have the same experience but this company is wonderful, I would use them for your pool or Jacuzzi needs. read more

they have been great to work with and c ery helpful. good at scheduling keeps appointment time. very helpful when working with home Warranty company read more

Home warranty sent them out. They supposedly fixed the leak in our pump. That night it was still leaking, I sent a video and pics via text because that's the only way to get a response. They said the tech would come out to check. Their response was that he stood there for 20 minutes and there was no leak and it was "strange" yet I still have a leak. Only positive thing was the guy who came out initially was nice and had some good tips but other than that I would stay away! HORRIBLE!!! read more

The best pool service I have ever used. Smart, nice, and fixed my pool heater efficiently. I have used them twice and both experiences were top notch. Bob treated my pool like his own and shared some tips with me that have already saved me money. You have have got to like that! read more

Home warranty company sent these guys out. When I met them they seemed great, friendly and knowledgeable, the day after they came to fix a leaking pool pump my in ground spa was bone dry and a barrage of pool problems came from that. I was told by the home warranty company that the contractor told them it was my fault because the valves were set wrong....I have a pool guy who I ended up fixing the issues for me, but I have never touched the valves on the pool.....it was 100% the fault of this contractor and nothing was done to fix it, even went the extra mile to try and screw me over with the home warranty company. I would look else were these guys are just going to try to find the cheapest way to fix your problem and charge you top dollar. read more

Apparently they did have the wrong number for me for the first 48 hours, however I also left 2 voicemails with my correct phone number and still had to contact the home warranty company for a response. I was told by the home warranty company that they were able to reach Pools West while I was briefly on hold (I guess they pick up quickly for the warranty company even though I could only ever get a voicemail) and that I would be called in 20 minutes. Nothing. 24 hours later I got a text that said they would be in touch the following day to schedule. I said great. Nothing. After I called the home warranty to request a new provider and wrote my original review, I got a call from Pools West. I told the woman that I requested a new provider already. She said she didn't get back to me before because she had a migraine the previous day. Later I got a text with a photo of the wrong number on a work order and a request to remove my review. What Pools West fails to recognize is that there were far more communication issues than the initial 48 hours in which they had the wrong number. The period in which they had my correct number and me calling another company (that was fabulous by the way, check out my review of them) was over a week. I never got any apology until I wrote a bad review. I will raise my previous, "Too bad you can't leave zero stars," to a solid 1 star since they had the wrong number for me for the initial 48 hours. Not that my review will make or break their Yelp rating, they have plenty of other bad reviews. I wish companies would realize that a genuine "I'm sorry, we just messed this one up," would go much farther than lots of excuses. Also, I have never spoken to Robert B. or received the apology he claims unless you call his response to my negative review an apology. read more

I've read some of the reviews here and can't speak to the negative reviews but my experience was first rate. I had already been burned by previous contractor that the warranty company sent out but Pools West did a great job. Sally in the office was responsive and friendly and technician - forgot his name unfortunately - was efficient, personable and did a very good job correcting the problem. I wouldn't hesitate to use them or recommend them in the future. read more

In August last year I had a variable speed pump and two circuit boards installed by a different vendor my home warranty sent out, that money came out of my pocket because home warranty doesn't install energy efficient items. After weeks of service calls I had a Pentair and Aqua Link/Jandy reps come out, twice. My equipment is 21 yrs. old so it's expected to find the spa heater doesn't work now. On the day of service an older man arrived, he didn't introduce himself so I don't know who he was. My home warranty called Pools West so I have to assume it was them. I took him to my equipment and stood back on the other side of the pad. After having to go back to his truck twice (?) he tested the heater, all the while I stood there quietly. As soon as he started to open the control board side of the unit I asked him what he was going to do in there. He immediately said to me - 'when people stand over my shoulder asking questions it puts my life in jeopardy, something about his working with gas and electricity'. I tried to explain to him I just spent a few thousand dollars having things replaced and was told to ask ANYONE going into that box what they were going to do. I was very polite and tried to put him at ease but he snatched up his tool box and said he would tell the warranty company I wouldn't let him look at the equipment, and took off. Now, I'm willing to pay out of pocket again, for a new spa heater BUT not for another mother board. I reported this to my warranty company and they were very understanding, however, they turned around and wrote the lies Pools West told them in my file. So when the next girl called me she warned me if I turned away the next pool vendor they wouldn't be able to help me... ??? We assume when a truck with the markings of a service company shows up the professionals are here. As a retired service manager I can tell you not all service technicians know what they're doing. And once you let more than one person in your equipment the finger pointing starts and you're SOL, and they all know this. Needless to say I just cancelled my home warranty. What can I say; when you buy a house the warranty comes with it. read more

Terrible terrible terrible! We had to use this guy because home warranty company sent him. We had a leakage next to the pump. When he came he fixed it but broke another part while fixing the first issue. He told he had to order a special part for it and would be back within a week to complete his fix. After two weeks still not hearing from him I tried to reach him - tried calling/leaving messages - no answer. Eventually I had to call the insurance company and according to their answer he was expected to come over the same day - all that without any call to us, any scheduling with us! And surprise surprise - he didn't come! It took another half a week for him to come over and only after I called the insurance company once again. And of cause while installing the new part he once again broke something else!!! And once again he promised to be back and disappeared. This time he tried some kind of trick with the home warranty company trying to convince them it wasn't the same initial condition and required a new service request! All that after he initially tested our system and reported only one issue, and the pump wasn't working for almost a month due to his fixing/breaking! Eventually the home warranty company had to send a new guy who was wonderful and fixed everything within one visit! And also shared with us he gets at least 2 clients per week from insurance company forwarded to him due to dissatisfaction with received service from Pools West. So if you get this guy through your insurance/home warranty company, know you can request another one! And I very much recommend to do so in order to prevent the same devastation, frustration and waste of time and money (we had to buy a lot of chemicals in meanwhile) we experienced! read more

Very unprofessional company! They were contracted under a home warranty policy. Per home warranty they have 48 hours to contact customer to service request. Their first mistake was that they didn't contact me within this time frame. When they did contact me they asked for my assessment of the problem and ordered a pump to install based on that assessment. They scheduled an appointment and failed to show. I was unable to communicate with them on the phone. Their communication to me was via text messages. I would never refer them to a friend or family member! Very poor rating! Zero out of 5 stars for this company. read more

i give them a negative 5 stars. pools west is a joke. Sally and Robert are a joke. I called my warranty co. to have a leak fixed. Water was coming out of the front of the pump motor. After several texts(Sally only texts, does not call or return calls) she sends Robert out to replace a gasget on the pump shaft and text me and said it was fixed. when i got home and turned the pump on it made such a loud screeching noise that it scared the crap out of me and i shut it down. I called Sally to tell her about it and a day and half after calling and texting, she finally texted back to me and said that i must have ran the motor dry and it was not their fault. I called the warranty co. back and told them what Sally said (again in a text), and that i was not saticefied. The warranty co. called av hawiian pool service to give 2nd opinion. They found that water was coming out of the motor and fried the pump earrings. That is what i told the warranty co. and this stupid company in the 1st place. Then i noticed the power cords and the ground wires were not fastened. read more

The technician told me something completely different than his report to the insurance company. He completely lied on the report. He did not want to work on our hot tub because it's old and he told me how it would be sooo very difficult to work on it. The company does not return phone calls. Interestingly, when I wrote an email telling them about my conversation with the insurance company and that I was going to write a Yelp review, they emailed me back immediately. It appears that they are willing to fix your equipment if you are paying cash, but not when you are using a home warranty. A very frustrating and horrible experience working with this company. In response to the reply from the owner: (our complaint was the following: hot tub was not heating and it had a small leak.) The technician told us to run the heater for more than 16+ hours to see if if would start working. He also told me how to repair the leak since most insurance companies don't cover those types of leaks (his statement). He NEVER ever stated that it was unsafe to use the hot tub. If it was unsafe, why would he tell me how to repair the leak and why would he state that he did have the parts for the hot tub, but needed the OK from the insurance company to proceed. Our safety was never addressed--his only concern was how to write the report so that nothing would be covered and he wouldn't have to do the work on this old hot tub. read more

these people are scam artists. you might as well as well just burn your money as hire them. i had a problem with my spa, so i contacted my insurance co. turns out these weasels were the only place locally that would work on my spa. so right there, they had me over a barrel. i have been trying to get my spa fixed by these people since may of '17. the gentleman was rude from day one. he didn't like me standing around watching him work. he told me if i didn't like his attitude, he would pack up his tools and leave right now. real professional attitude. felt like smacking him and kicking him off my property. i left several voice mails with his voicemail, none of which were ever returned. not once. no common courtesy whatsoever. i guess they would only deal with the insurance co. i was actually on hold with the insurance co. while they called pools west. and guess what. they answered right away, once they knew it was the insurance co. the last time this meathead was here, on nov. 11th, he told me he had to order parts to complete the job. my heater and jets have not worked for over a year, the whole time i have contracted with this clown to fix my spa. that's the last i heard from him. what would you call somebody who took your money, but didn't do anything to earn it. i know what i would call him, and so does everybody else. he is an outright liar, and i would be happy to tell him that to his face. after reading all these other posts, i see alot of you people have had the same experience. i would be willing to bet that the few positive posts are all fake. i will be contacting the better business bureau, and whatever other local gov't. agencies i can find, to see what we can do about this weasel. he will learn the hard way that you cannot cheat the public and get away with it for long. be warned, this is a scam artist. save your money and contact somebody legitimate read more