Altra Pools

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We spoke only on the phone but I am quite satisfied with results.

After a very rushed consultation, we decided to go ahead with the project. The team was on time and moved quickly on the removal of the old equipment and relocation and installation of the new equipment. We should have been tipped off to a possible problem frmo the get go when they asked for 50% of the invoice immediately and the remaining 50% before they would start the project. Once the sub-contracted company arrived to install the new solar heating equipment, we discovered that Altra Pools had not properly communicated the needs of the recessed patio roofing for the water to flow through the solar tubing properly.The solar contractor, Sol-Tek out of Fresno was very kind in trying to remedy the situation and returned in a few days with the necessary lumber to fix the problem and said that it would discuss the extra labor and materials with Altra Pools since they were hired by them.

Once the solar was up and running, I called and asked Altra Pools to please return to educate us on how the new control panel worked and to paint the pipes to prevent corrosion by the sun (I believe this a city code).

After never being able to reach the office and no return calls, I realized that I was completely off their books, done and over with, and turned to Sol-Tek for assistance.Sol-Tek did return and teach me the and quot;ropes: with our new system, and told me that they were also very upset because their calls to Altra Pools had also been avoided and not returned and that they had sent several invoices and had yet to be paid for their services and materials.

I still continued to call Altra because I also found that the pool sweeper was not connected to the correct pump and was not running properly and the remote control was not programmed properly and the pipes had still not been painted. We were long forgotten. I managed to track down a company representative from the pool equipment manufacturer and he was kind enough to reprogram the remote and rewire the control panel for the equipment to be running properly and educate me on the control panel usage several months after trying to reach Altra Pools.

Suddenly in March of 2011, Gary from Altra Pools, magically reappeared and called like he had installed everything the week before and said that he wanted to come by and be sure that Sol-Tek had done their job properly! Six months later after dozens and dozens of un-returned calls to him. I never saw him, so I cannot be sure he did come by but he did send a worked to paint the pipes.

Long story short, I would never go back to Altra Pools, clearly they have zero follow-through and no customer service skills. No customer should have to beg for a job to be completed and correct. This a large financial investment in our home and it was just as large of a project to get Altra's attention once they had our money. I suspect that their sub-contractors have to work very hard to get paid.