Last summer 2013 I replaced the liner and switched from chlorine to a salt water pool. It took The Pool Store the entire summer to to it's best to complete the work and to this day June 2014 the job is still not completed. I had to use another pool store Leslie Pools to close my pool and open in in a timely fashion. When I went back begrudgingly to The Pool Store for maintenance issues under warranty they told me it wasn't covered now due to me having someone else open my pool. My pool still isn't finished! Some of the people working there are rude, they blame you and not themselves for any pool issue. I would not recommend them for anything related to my pool not even a bag of Shock. They only Shock you will get, is from there unprofessional attitudes. Good Luck! read more

Let me start by saying I am not the easiest person to deal with when it comes to work being done at my home. With that said I can't say enough great things about the entire pool store staff. The owner Toni was involved from the minute we walked into the store through the entire process. Toni, Cindy,Cheryl, Pat and everyone else involved was courteous, knowledgeable and professional. The pool was done on time without any major issues or hidden costs. We have always dreamed of having our own in ground pool and the pool store helped make that dream come true with a truly wonderful experience. I would highly recommend The Pool Store. read more

I give this company 1 star because I was not able to give them 0 stars. They promise way more than they deliver. You can never get someone on the phone. If you actually ever do, one person tells you one thing and the next person tells you something else. I was charged for a service that they told me would be included when I purchased my pool cover from them. The owner, Tony is extremely rude and, except for Sam her daughter, most of the employees are rude. I could go on but honestly they are not worth my time. I would not recommend using them for anything!! Not even to get your water tested. They convince you that you have "things" in your pool that don't exist. Hence, having to spend lots of money at their store to fix the problem. STAY AWAY!!!!! read more

I can't say enough about the The Pool Store, Toni and her staff have been amazing to deal with over the past two years. They turned a horrible situation we were in with another company into an incredible experience. The staff has been attentive to any of our needs and have handled every situation in a manner that has always put the customer first. Thank You to Toni and her staff for an incredible experience. read more

Worst experience ever, These people never do what they promise. You can never get anyone to return calls. They schedule a day to come out, never show up and never call. When you call them no one knows what your talking about. I even went there in person 3 weeks after I gave them $1000.00 deposit to see what was going on and was told "I don't see you on the board to be scheduled", we will call you Monday with an update, of course no call. I had to call them over and over again. Toni, the owner was to call me to address my issues, never heard from her either. My fault for not checking them out first. This company is a joke, terrible customer service. read more

Beware!! Unprofessional business. I called the store looking to get a quote for a new above ground pool liner and install. All of the employees were clueless. I was told " the liner is $379 and the install is $525." About $900 she told me. She then told me to go to the Williamstown branch to pick out a liner print. I waited for a half hour for the sales manager but she was busy with a customer. They said they would have her call me when she was done. She never called. Finally when I called the next day the quote changed from $900 to $1000. To sum it up, they were unorganized, unprofessional. I would beware of doing any business with them. read more

We needed a new liner for our pool and we have used them for openings and closings so we just went to them. I told the guy we are having a barbecue in three weeks and he assured me that it was "plenty" of time. The lies and miscommunication start from the top and work their way down. They didn't come the day they were supposed to so they could pump the pool out. Fortunately, we had a commercial pump and did it ourselves. After they took out our liner they were coming back first thing next day. No show. The next day they finally came out around 3:00 and said we needed more extensive repair around the drain and they didn't have all the material. We will be back first thing Monday morning..No show. The next day..they show up around 3:00 again and say it needs more repair than they can do in a day and we will be back 8:00 sharp tomorrow morning...no show..no calls..next day no show. Finally yesterday they show up and put in the liner. Unfortunately, the pool will not be completely filled and probably the same temperature as ice cubes for our party. We had to cancel the party. Never again. read more

Went in today because it was the only store in the area that sales the chemicals that I use for my pool and I am new to the town. I accidentally bought a 5lb bucket instead of a 10lb bucket. I walked out of to store and drove home. 30 mins go by and I get home and realize that I bought the wrong size. So I try to do an exchange for the larger bucket and I'm told all sales are final and I'm out of luck! Even though I literally just made the purchase 30 mins ago. This is not how you potentially keep customers in an area where there are many different pool stores. I learned my lesson with this company that they could care less about their customers and they are only worried about $$$. The savings on buying two 5lb buckets compared to the 10lb is about $30. I will be taking my business elsewhere. Their loss because I am looking to find a company to use exclusively every week to maintenance my pool. I would not recommend. read more

Not only did we experience rude and insulting behavior from the technicians that came to our house, but despite repeated attempts to get them to do what we needed and despite multiple mistakes on their part (including ordering and charging us for incorrect parts) they were in capable of doing so. On top of that, when we called to complain about the lack of service that we were receiving, the owner got mad and essentially told us that she didn't want our business anymore. It was the worst customer service encounter I have ever had in my life. And this is coming from someone who does not go out of their way to complain. read more

I will never use this company ever again. The men closing the pool didn't listen to me when they were closing the pool. When I opened the pool it was green and slimy. I've had this pool since 1992 we've closed and opened it ourselves and it was always clear. I did tell them what we used and what they put in was not enough 1 gallon for an 18000 gallon pool. They also remove my clips from the pool after I told them not to and how to secure the cover. I called the main office and asked to speak to Tony the manager and I presume owner. They asked what was the reason for my call and promptly said she wasn't in. I asked for her to give me a call I called three times with no response. Is this how you run a business? At this point in time Weeks Later I am more upset that I did not get a phone call back. I know there are people who have had a good experience but it only takes one bad experience and no concern for the customer. Maybe Tony should read proper etiquette for business owners and managers. As far as I'm concerned this company gets no stars read more

Last year I had my above ground pool taken down and then had the pool store come to install a pool. Toni the owner was nice to get my business and then would never communicate with us. I would talk to builder PAT and then he stopped responding to me. The cement was chipped that they put in the liner after a month started to come out and it was like they didn't even care after they got paid. I had a knock at my door one day and another customer of the pool store came and told me there Horror story about the poor store messing up there pool and how they didn't care until after they were told that we would sue them. I still would never tell anyone to use to pool Store. They're only nice until you pay them and then they don't care about the job they do. I had my lawn that they destroyed reseeded but since the pool store backfilled with all rocks instead of dirt I won't get grass had to have it soiled and more seed added. Don't be fooled but them. Get another place. Work is terrible. read more

Buyers beware!!!! You have got to be crazy to do business with this owner....Had nothing but problems from the very beginning.... didn't do a good job. They used a concrete guy that was fired right after my pool was put in. I have 2 cracks in my concrete... Pool was leaking from the beginning... They blame me but after several arguments they agreed to fix. Did a sloppy lazy job to fix. They ran new lines and they are only 6 inches under the ground. Now I can't landscape around the pool. The owner is always blaming you for everything. make sure you read your contract. she tells you alot up front and then the contract says something different. do your self a favor and stay away... read more

Just bought a house. Never had a pool. Had them open it for 215.00. They folded the cover, threw some chemicals in and put the ladder on. Didn't skim or vacuum....Apparently that's extra 125.00 and hour. Now call me crazy but if you pay to open a pool they should have explained........Now out 200 and and have to do it ourselves.....Waste of money!!! They lost a new customer.......... read more

The Pool Store installed our beautiful pool for a great price when compared to ALL the local big name places. They were extremely patient and walked us through this process. The owner even guided us to the most cost effective and energy efficient system for our family, even when it meant less money for her! Family place that makes it a point to be concerned for your family as well as a lot of time was spent on concern for our kids. They were all nice and friendly and did everything in a timely manner. They even came out to check up on us after all was complete. When we had issues as new pool owners do, they helped us to independently fix issues without charging us for the TONS of education they still continue to help us with even now. The liner was great as well as the high quality cover that was fantastic throughout the winter. Owner Toni and her daughter Sam go above and beyond to make sure everyone is happy. If looking for a pool, this is the place! read more

I called for info on a filter. I spoke with a lady explained what I needed and she pass me to a Gentleman who I guess was in charge of Service and Parts. He explained he was very busy and I understood due to the time of the year. I explained what I needed which was cartridge filter for an above ground pool. He said he would need to call his supplier who was near and it wouldn't take long. He would call them and call me back with a price. He calls me back about 30 minutes later which wasn't a problem. He gave me the info on a DE filter which was not was I asked for. He apologized and said he would call them back and call me back. I never received a call back. When I called back 2 days later the lady that picked up I'm guessing at the front desk had some attitude and was cutting me off. She cuts me off and said let me pass you own. I got a voicemail and left a message again and no response. Not very good customer service. I went with Niagara pools. They didn't answer on the first call and I did not leave a message due to being annoyed with the Pool Store. Less than 5 minutes later they called me back apologizing they missed my call and saw I had called. They had the Cartridge filter in stock and I picked it up. Great Job. read more

Worst pool store around, make an appt , never show up call u right before appt time ended and say cant make it , see u tomorrow, wasted my whole day, give no incentives, come next day , don't do exactly what u want , was here not even 20min to close up pool and for $164, waste of money!!!, Please go somewhere else for your buisness, because I spent money there and WILL NEVER AGAIN!!! read more

If you're looking for a decent pool at a fair price, but not concerned with the continuous missed appointments, this company is for you. They consistently miss appointments, fail to call, and require relentless follow ups. The staff is friendly and courteous, but lack even basic customer service skills. You may eventually get what you paid for, but will suffer through extensive delays and frustration. Find another pool store and you'll be far more satisfied. read more

Good sales speech and bad service! They build our pool in November and opened in May. We discovered a few problems when the pool was opened. They will not come and fix it. All their promises are good only when they are trying to sell. read more

I would absolutely not recommend The Pool Store to anyone. I signed my contract in September of 2013 for a March 2014 install. Toni is very knowledgeable and she is very good at convincing you that they care about the customer, they only do a small amount of pools each year, and they do not move on to the next job until your job is complete. While they were relatively on time in regards to have the pool completed, they had some issues during the process that they are now blaming me and other contractors, regardless of proof that I have showing otherwise. They chipped the 3 day old concrete in multiple places as well as ruptured a return line while installing a ground water pump that should have been installed long before. This caused me to have to cancel my other concrete contractor because they needed to run a completely new line and dig again under the concrete in 2 places. While the line was leaking it caused the sidewall to wash out and place dirt under the liner as well as it caused a wrinkle in the shallow end. They promised again and again they were going to come and fix the issues but never did. I had to cancel the install of a safety fence after 3 weeks of being told someone was going to come out and measure, but never did. During the orientation they brought out the wrong skimmer attachment for the vacuum, I still have not seen the correct one after multiple requests. It is obvious that they don't care once you finish paying and the water is in the pool. Toni lies and does not take accountability for her mistakes, she blames everyone else and makes it look like she is doing you a favor if she actually does fix it. I have active complaints with the BBB as well as the Division of Consumer Affairs. Please feel free to contact me at IHateThePoolStoreSewell@comcast.net read more

Every year when the time comes to open the pool, we have a problem with this pool store. This year, 2016, I got somebody to open my pool and then after he finished removing the cover, and placing chemicals in the pool water, he called me over and told me, "the pool store when they closed our pool before the winter, they left the timer and the switch for the motor on for the ENTIRE winter". Since the motor was on the entire winter, it overheated and the basket inside the motor melted and warped into a completely new shape. The motor keeps tripping the circuit breaker. So we called the owner, she came and took a look after we threatened going to court. And then she said, "the pipes leaking, that's why the motor keeps tripping". And she promised she would send in her guy, which in fact I haven't seen yet. And then I got an expert's opinion and he said, "the motor burned because of overheating". I have to replace the motor now and it's going to cost me 2,200 dollars. I have pictures of the timer being on during the entirety of the winter. I showed it to the owner, and she completely denied it being their fault. Terrible customer service, I don't know how they're still open and in business. I really do not know how. read more

We had a bad experience with this company. We went there to purchase supplies to open our pool and everything the girl rang up came up a higher price than shown on the shelves. The staff was not very knowledgeable or helpful. The girl at the register did not know any answers to the questions I asked. We were so aggravated with our experience that we ended up cancelling our entire order after she rung it up. One of the items we had purchased was 2 5 gallon jugs of liquid chlorine. While the girl was ringing us up, a guy loaded it into our truck. When we left the store after cancelling our order, my husband opened the tailgate of the truck to return the 2 jugs of liquid chlorine and there was only ONE jug in there. So IF we had went through with the order and driven all the way back home, we would have discovered only ONE jug in the back of the truck. BAD EXPERIENCE all the way around with these people and we will never go back. read more

Only gave 1 star because there is no way to give a big fat ZERO, the pool store is the worst, it's one of the biggest mistakes I made. I bought a new liner and the salt system after well over 20 calls with false promises being told I'll call you back or someone will be out. Well no one called or came out to do the job they were paid for. They still owe me a weekly maintence with water test that now they say that they already did. I brought new grids for my filter which they said I needed well still having DE blow back into my pool. Still waiting for a call, so Toni you have my number can't wait to talk to you. They are the most unprofessional pool place that I have dealt with. Not to mention that after the liner install and salt system was done I had to go there and pick up 8 bags of 40 lbs of salt and put it in, NOT my job so I paid them for what ? A job still not complete and I did their work for them, I guess I should be on the pay roll. I won't even take a water sample to that place. read more