DesRochers Backyard Pools

"DesRochers Backyard Pools is a 30 year old company. A family owned business we are very customer service oriented.Our employees are CPO certified, APSP trained technicians and An APSP Certified Building Professional We are confused about customers complaint.We were contacted in the 3rd week of June by the customer to repair the bottom runway of his slide. The manufacturer warranty had expired. These are not stocking parts and we had to special order the runway piece. Our polcies have always been to collect 1/2 down for any special orders which is standard practice in most service industries. He secured the order with a 350.00 depost. The piece arrived at our warehouse in 3 weeks and was installed on July 10th. The technicians that performed the installation both over 35 years old, trained, 10 years experience with our company and college graduates. customer paid the balance including labor costs and never contacted our company about any dissatisfaction. In regards to the opening and closing policies of DesRochers Backyard Pools we never collect monies before the actual work is performed, except when discounted specials are run. Our customers are scheduled a date and the work is performed on that day, then we require payment. However, customer has never used our opening and closing service, except the first year after installation which there was no charge and we arrived on the date scheduled. We have not serviced customers pool in 6 years until the slide runway had to be replaced this July 2012. Customers fiberglass pool was installed in 2006. The installer is an APSP Certified Building Professional with a bachelors degree from Purdue University in Civil Engineering. The pool was installed according to the manufacturers specifications and APSP standards. There has never been any issue since installation that the customer has ever discussed with us. In the 6 years that the customer has owned the pool he has visited our retail location and has received computerized water testing services at no charge. Our CPO certified staff has been able to answer any questions about pool maintaince he might have had. Any issues or concerns customer might have we would like him to contact Mr. DesRochers at DesRochers Backyard Pools phone: 815-476-2975 X 3."