Two fellows came, Matty O'Brien and Nick Tavino, the sweetest, nicest people you could ever meet! My pool has been leaking and they diagnosed the problem, found the leak, patched it up and were done in less than 30mins! They even fixed a priming problem my pump was having, even though I had not called that in when I scheduled my appointment! I highly recommend this company! Judy Maligno read more

We've been loyal customers of The Big Splash for many, many years. Recently we had an issue with being billed for services that weren't rendered. I called and spoke to Sally and tried to be respectful and hopeful that she would rectify the issue. She got so enraged and she yelled at me, "You're FIRED! I'm canceling your contract!" I tried to stay calm throughout the encounter, but she was just so incredibly rude and abusive The manager, Robert came to the house to check the pool and he was equally arrogant and abusive. Needless to say, we will not be using their services any longer and look forward to a better relationship with our new pool partners who know how to treat loyal customers with the respect they deserve. if you're looking for honesty, integrity and decency in a business you won't find it at The Big Solash. read more

Worst Customer Service! Worst Field Service! Person answering the phone was rude, loud, argumentative...pretty much ran the gamut of what NOT to do...the network of people I know will all know about this company very quickly and hopefully they feel it...i cannot believe how they are even still in business.... read more

I have used The Big Splash since moving into my current house 5 years ago. They renovated my pool at that time and did a good job. I have used this company to open and close my pool since that time. I completely agree with the previous reviewer when he stated that the owner does't seem to care about customer service. They came to open my pool this year and told me that there was a problem with my pump. It displayed a message that stated "over current". They called me the next day and told me I needed to hire a electrician to determine the problem. After I spent some time googling and posting on community forums, I found out that the problem is the pump and not electrical. I removed my pump and found the motor to be seized. My wife went to their office to see if she could have it replaced. She was told that the pump needed to be ordered and they were not sure when they could get a replacement. My son was having a birthday pool party in 10 days and we were about getting a replacement pump ASAP. She told the women working there (Sarah Romanoff) that she owuld call back if she wanted to proceed with a replacement. My nanny was with my wife as a witness. IN the interim, I was able to source a brand new pump for $1800 and had it shipped overnight to my house. I replaced the pump myself and my pool was back up and running 2 days later. Imagine my surprise when I received a $2600 bill 5 days later. I called the office and was told by Sarah that my wife had authorized The Big Splash to replace our broken pump. I reviewed my security cameras and saw that they came the day before and removed my new pump and replaced it with another new pump. I was quite upset. However, Sarah kept insisting that my wife had authorized the work. Unfortunately, they had our credit card on file (from our payment for opening the pool) and were able to charge it. They had no signed authorization for this purchase. I requested to speak to the manager and she refused to give me his contact information. I subsequently called the owner of the company and he told me he would look into the issue and call me back. I told him I wanted the pump that they had removed form my house back and to take their pump back. Two days later, I still had not heard form him, so I called him back. He stated that the pump they had removed was already in the town dump. He asked me what I thought was fair and I asked him to reverse the $2600 charge. I asked him if he thought if this was fair and he responded "I don't know". I asked him what he thought a fair resolution would be and he responded" I don't know". Ultimately, he agreed to reverse the charge and leave the new pump they installed in place. I waited for 5 days to check if the charge had been reversed. It had not. So I called the office and Sarah told me she had not been told to reverse the charge. She would look into it and call me back. At this point, I lost all faith in this company and disputed the charge with my credit card company. She called back 2 days later and told me the charge had been reversed. She then also stated in a rude fashion that she didn't understand why I disputed the charge with my credit card company. I asked her to please understand that my position. She kept saying she didnt and started screaming at me saying that I got a $2600 pool pump for free. She then hung up on me. To review: -They gave me wrong advice about my "electrical problem" and were unable to diagnose a problem with my pool pump -They installed a new pump without authorization -Charge me $2600 without authorization -took my brand new pump that I had installed -didn't recognize that they were removing a working pool pump -didn't return calls as promised -the front office was extremely rude I have tried to support small business in the Stony Brook-Setauket area. However, this is where I draw the line. Please avoid this company at all costs! read more

Absolutely HORRIBLE service. The 2 office personnel were arrogant, rude and disrespectful. Literally mocked me on the phone and when I went there in person to try and resolve an issue I was told get out of the store by a 300lb. woman who shut the shade to her office. The field personnel are all inexperienced and on thier cell phones the entire time I'm paying for an hourly rate . WORST IN THE BUSINESS. read more

I am not surprised at all 10 1star reviews. I would give zero. They ruined my 3 year old pool liner by adding 5 cases of pool shock in one week, refused to take ownership of messing up. Had I not discovered what they had done they would have continued adding shock. The "technicians " don't know what they are doing and the owner does not have knowledge of basic pool chemistry. I do not know how they are still in business. read more

I would not give them 1 star. The used to be the best when their owner actually cared about customer service. The office staff is a disgrace they talk down to you and do not follow up as planned. I was dealing with them for almost 20 years and fired them. There are many other people that will be firing them in the news future if their poor service continues. They talk to you as if they are doing you a favor and reAlize it's a small world and what goes around comes around. STAY AWAY, Caution!!!! read more

The worst customer service I have ever experienced... they hide from your phone calls charge you when they dont complete the job ... then even hide from you when you goto the store to complain when they dont pick up your call DONT EVER HIRE THEM ..and Scott the owner avoids trying to resolve issues at all costs read more

WORST CUSTOMER SERVICE EVER!!!!!! Horrible support, unprofessional and not trustworthy

I used this company for 14 years and used to be satisfied. Recently, they've become unreliable. They've now missed appointments or come when we weren't home and didn't even inform us they'd been there or what needed to be done. While receptionists are nice, they did not convey accurate information to their supervisor Rob. He is aloof and unfriendly. In response to my recent concern he told me to, "take my business elsewhere. Well, I will. I do not recommend this company anymore. If you use them, do so at your own risk. read more

Stay away. All foreigners come to your. Not reliable as for appointment times. Very quick to obtain your cc info. Owner has an awful attitude. Quite nasty actually. Once was enough for me. read more

Terrible customer service! We paid 700.00 dollars to have our pool opened and cleaned. It was expensive but looked great until they left our filter unhooked for five days. Despite multiple calls and attempts no one came to correct it. During that time A huge black stain developed in the pool. They gave us free chemicals to treat it to no avail. We had to ask several times for someone to come out a take a look at it. They finally came once and said it was black algae. Still no improvement. They told us to try a metal stain remover. No improvement. Their final answer was I don't know what it is but its not our fault. Our pool was open on May 18th. We have been more than patient. Rob just told me to take my business elsewhere....believe me I will. Shame on you Big Splash! read more

Stay away!! They are quick to make you sign an agreement and get your credit card number on file but they cannot be counted on to arrive on time or even on the day they committed to. The receptionist is very nice and I feel bad for the complaints she must have to hear. There are many other pool places that appreciate their customers and believe in keeping their word, it's just not this place. After two days of no-shows I ended up telling them not to come, not that I thought they would ever show up anyway. Stay away!!! read more

it should be no stars!! i read another review and the mgr rob told us the same thing..."take your business elsewhere" so besides a million other problems (ex. the liner they replaced was defective and they did such a terrible job you could see footprints everywhere)so they replaced it the following summer and still did a terrible job. plus they filled it with our hot water!! the customer service is awful. scott the owner is never there (nor does he care anyway) and the manager rob is not at all helpful. in his eyes the customer is always wrong!! now they closed our pool and never winterized the heater.......so it cracked......and im sure i will not get a call back from rob or anyone bc they will not take responsibility for it im sure. i waited on hold for 13 min (after giving my name) and they make it seem as if we are the problem!! such a shame they used to be a small great company. read more