Used to like Stone Pools. I've been a costumer for 4 year. This year I had a horrible experience. They opened my pool mid-May while we were at work. When we came home, we saw that water was leaking out of the pool. They did not connect the heater and left with the pool full of leaves. This ment that since they had closed the pool in September, they closed it without cleaning it. I called and left a message- no return call. Called 6 more times, left 4 messages on the machine and 2 messages with a person who said both times, "I will have Susan call you." No call from Susan. So, as far as they know, they left me with water leaking and no heater but they don't care. In addition when I took a water sample to D and R they noted that no chlorine was added to the pool when they opened it. So I paid Stone Pools $208 for nothing! DO NOT USE STONE POOLS! Horrible! read more

not a company I would recommend they made promises they didn't keep I've called several times to try to get a response and have received no answers on anything. They left garbage and piles of sod in my backyard and refused to remove them. They told me there would be no wrinkles or stones under my liner, which I have both it's just not a company I would recommend in the future. I wish I wouldn't have paid them a dine until I was satisfied. read more

Excellent job with the installation of a used pool. Fast and efficient. Highly recommend

We had our pool closing today. When I got home from work and seen the receipt we were charged $250 and with no notice of price going up. last time I talk to the manager she said $200 and that was when I scheduled the closing a few weeks ago. When the steps were removed they spilt sand on my deck and did not clean it up. we just got our deck painted a few weeks ago. I went to call but no answer even though it's not even 5pm yet. read more

We called to have a pool liner installed and some uprights fixed. A guy came out to do an estimate back in March. He gave us paper and stated to call Susan and put us on ready to go list. That was done and now it is June and we have called several times to find out when we are scheduled Each time we call, Susan says she can't find our info until I state we had an estimate done in March. She then "finds" it and she says she has to text Dave and will call us back. We have called 3-4 times and get the same answer and no return call!! Poor customer service! read more

Where to start? Well, I was hung up on by the secretary for "Bob." That is, she answered the phone, and hung up immediately without saying anything. So I called back, and was told she didn't want to talk to me. Why, you ask? Simple. I was inquiring about why I was told my pool would be open by "Bob" on a Tuesday morning, and yet here I sit without an open pool. This happened a year ago as well, I believe. But, this year was different. This year, I called before and reminded them that last year I was told I was put on a schedule, and no one showed because I wasn't put on a schedule. This year I was assured someone would be out, in the morning between 9am and 12pm. Because "Bob" likes to go out to the farthest location and come back down towards Toledo. Great. It's 12:30pm, not here yet, just checking to make sure he's coming since my mother took off an entire day of work to sit around and wait so I could go to work. What a nice lady, my mom. Maybe you could hire her to hang up on customers? Anyway, I digress. "I'm sure he's on the way, he must be going a different route, but he'll be there this afternoon since you're on the schedule." Can you believe it?! "Bob" didn't show up. Well, maybe something happened, I'll wait for a phone call apologizing to see what's going on. 2pm the day after my no call no show, and nothing. So I call them and ask "What about Bob." Yes, I'm hilarious. Well they're not sure what's up, but they'll figure it out and call me back. All this to get overcharged $230 for $20 of chemicals and 30 minutes of connecting hoses. Well, I don't feel like doing it myself, so I'm sure they'll call me back. 4:55pm I decide I'll call again since they close in 5 minutes. Amazing, I get lectured that I was told they would call "Bob" and get back to me. My audacity. It's amazing how hard "Bob" is to get in touch with by his own wife. Anyway, this isn't about attacking anyone. This is about the customer service I received. Ok, you call me tomorrow then, and let me know what happened with "Bob." If you haven't noticed yet, I am using quotes because "Bob" is mysterious. I've never spoken to "Bob" myself, so I have no idea why he chose to schedule my pool to be open, and then didn't call me, didn't show up, and then ignored me for 2 days. But, I digress, again. So, I wait again. For those still reading and counting, it's day 3 now, all nice days to open a pool. This time I give them another 30 minutes and call them at 2:30pm, and we're back to the beginning, where I'm hung up on. I proceed to have a nice conversation with the other secretary, who is audibly distraught. It's brutal. "He's saying that we shouldn't be treating him like this... She says she'll tell 'Bob' to call you..." Just.. unbelievable. At any rate, "Bob" won't be calling me I'm sure. I explained I'd be leaving a review, they didn't care. I explained I'd be telling Inside Out about the service, they said I'd be wasting my breath. Pretty amazing really the complete disregard for their customer and their customer's time. In case you're wondering, no, they never apologized for any of this. This would've been year 4 of Stone Pools opening and closing my pool after they installed it. I've had issues with them EVERY YEAR. First Year - Installed the pump on uncompacted sand instead of a platform (as I suggested) and fought me about coming back to fix it tooth and nail. 2nd Year - no call no show. 3rd Year - ripped my cover while taking it off and charged me $120 to replace it for a $50 cover. 4th Year - no call no show. STAY AWAY, STAY FAR AWAY. THERE HAS TO BE SOMEONE ELSE YOU CAN HAVE SERVICE OR INSTALL YOUR POOL. TRUST ME. read more

I contacted the better business bureau. Here is a copy of what transpired. Promised twice to be here to open above ground pool. No show, and no phone call. I was scheduled for my pool to be opened on May 30th. I called the office that morning at 11:15, spoke to Susan, and was told they would be here by noon. The day came and went, no show, no call. I called and left a message that night on their answering machine. The machine stated that they were experiencing high call volumes, and to not repeatedly call, and to leave your name and number and they would get back to you. They never got back to me. I called again, and was told they would be out. Again, no show, no call. The last time I called, the office gal, it wasn't Susan told me maybe I should look for another company to open my pool. As she was completely in agreement that this was ridiculous. She asked if I wanted to speak to Susan, I said no, I would like Dave Stone to call me. He has never returned my call. I called again today, June 25th and left another message, asking if they were even working. My calls had not been returned, and that I would be contacting the Better Business Bureau, as their lack of professionalism and respect for a long time customer was inexcusable. I wouldn't recommend this company to an enemy. Steer clear. Find another company that actually respects you, and values your time. I am thoroughly disgusted. Stone Pools response Customer was informed that we would not be opening their pool due to the pools condition. 360 degree deck, copious amounts of water and debris on cover and filtration equipment scattered everywhere. It is our right to refuse service on jobs that take up more time than our schedule can afford. My final response The response from Stone Pools is an absolute LIE! I do not have a 360% deck! Here is their response verbatim "Customer was informed that we would not be opening their pool due to the pools condition. 360 degree deck, copious amounts of water and debris on cover and filtration equipment scattered everywhere. It is our right to refuse service on jobs that take up more time than our schedule can afford" I cannot believe this company continues to bold face lie! I was never informed that they would not open my pool. I was in fact told twice they would be out. Who the hell do they think they are dealing with? Clearly I am NOT the customer they are responding to. I am absolutely appalled at their lies. They need to better check their book keeping and records. This company is a disgrace. And the only reason I chose to use them, is because THEY are the company who put my pool up years ago. I will accept an apology anytime from them. I also enclosed two picture of my pool, one where it is opened. And the other when it is ready for the winter. Keep in mind, these clowns stored all the pool equipment in my shed. They are bold faced liars. Do NOT give them one dime! read more

Do not trust! Had stone pools install above ground pool in 2016. Lots of problems, crooked liner, crooked walls. Lots of phone calls trying to make things right, they never did. Owner stated if I had read my contract before signing I would have understood that he is not responsible for anything. He is a jerk, do not trust him. read more

This company recommended someone to replace my pool liner. The person they recommended I took my money and never completed the job and ended up having to take him to court. This company didn't take any responsibility for recommending someone who basically rob me. Never got my money back and had to pay someone else to come and do the pool liner so essentially cost me double. read more

They were recommended by Inside Out Pool where I purchased pool. When owner Dave came out for site evaluation and provided papers he gave a great talk about how experienced he was and that my liner would be smooth as a baby bottom. Since I'm writing a bad review you can guess it's not! There were several mix ups with appts between Susan and Alicia the office staff And that should have been my first clue. After finally getting pool installed in late July it's been nothing but excuses or unanswered emails and voice mails. The pool was filled 4 hours after install. When I went in pool and walked around bottom was not smooth. There were 6 sharp objects raised in liner. I immediately called and left message and email. Alicia returned my call and stated that Susan said it was hard sand and it would slowly work down as summer went on. It's 100 degrees today enjoy your pool. Call us 2 weeks before you need pool closing and we will look at it. So I called and they couldn't get to me for 1 month October 15. I called Sept 20 and said I couldn't wait for closing just come and take look at sharp objects because they didn't work down and 2 are about to puncture liner. Susan said give her 48hours and someone would call. If I wanted I could fold towel in fourths and use baseball bat to work objects down. Once I close the pool my warranty would be voided. I received 2 voice mails on 21 letting me know someone was coming to look at pool from Susan. I received a 2nd frantic call from Alicia because she couldn't get a hold of Susan and worker was at my house. I came home to find my solar cover off pool and all the leaves in my pool. The solar cover was folded and bound by my shed. The weight was taken off my ladder and sitting on deck. I called Susan and she stated worker had worked down objects and I was good to close pool. I asked if he did all 6 and she stated yes. I put on my bathing suit turned on filter and went in pool. Only 1 sharp object was down and it wasn't sand because now it's A rectangular object. After being in pool for 10 minutes I noticed filter sounded funny. They had shutoff both water valves to my Filter and left. I immediately called Susan and left message and sent email. Surprisingly she did not return call. Now I know why they collect payment in full before putting in water. I'm pretty sure they cut corners and did not put enough sand down. I would not recommend them for any pool work. It sounds like this is their mo after reading several other reviews. They have also had 4 similar complaints thru the BBB. Makes you wonder if Inside Out knows what happens after they sell you the pool. I would definitely NEVER recommend them. Mathe if Susan and Alicia were replaced with competent staff who actually cared and did their job it would filter down to the owner. Do not use Stone Pools. They suck! read more