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"The service was great! No issues at all and the pool looks amazing"

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"I’ve never in my life worked with a company with such poor communication. I can’t count how many times in the past year I’ve called only to be met with “we’ll take your number and have Dean give you a call back.” Dean hasn’t returned a single call, and it seems no one else can provide any information. Don’t be stupid like us-TAKE YOUR BUSINESS ELSEWHERE. Spring of 2020, Jay-Kem came out to take a look at our liner and repairs that needed made to our liner track. They provided a verbal estimate, and we were told to get in touch toward the end of the season, and they would replace our liner before closing our pool. Around July 2020, I contacted Jay-Kem about scheduling the repairs and getting our liner ordered. I was told several times on several calls that they would have Dean give me a call, only to never receive one, and then finally we were told it was too late and it would have to be done the following year because they couldn’t get liners in due to COVID. No one had even been out to measure at this point. After several more calls and months to try and get measurements done we finally received liner cost estimates in November 2020. We responded to that email with our liner choice and asked how they preferred we pay. After no response for several days, I called and was told we would receive an invoice. Two months later at the end of January 2021, we still hadn’t received an invoice. I called and spoke to John who told us they required $1,000 to get it ordered and wouldn’t accept full payment until they came to install. We paid the down payment and never heard another word from them. We began calling again in the Spring of 2021 to ask if they ever received our liner or placed the order for it, and of course, we were told again “we don’t know, we’ll leave a message for Dean to call you back.” After no call back, I called a week later to ask the same question, and was told they had the liner, but couldn’t give an estimate on when it would be installed, but “THEY’D TAKE MY NUMBER DOWN FOR DEAN TO CALL ME.” What a joke. A month or so later we’re in June and we receive our first call ever FROM Jay-Kem to tell us they’d be out in a week to do our liner-I reminded them of the repairs that needed made as well. The date rolls around, and they sent one young man (this is a 33,000 gallon in ground that needed metal sheeting repairs) who worked a day and a half removing our liner, and no one has been back in 7 days. They’ve left us in the middle of summer with a drained pool, with no liner, repairs to be made, zero communication, and a steel/concrete in ground pool exposed to the elements. Furious doesn’t begin to cover it. On Friday when no one showed up to work, we called and were told they were having a metal piece fabricated that would be done the following Monday or Tuesday. When no one called or showed up by Tuesday, we called again and were told they would be out Wednesday. Guess who never showed up Wednesday? Seriously, don’t be stupid like us. Take your business elsewhere. We certainly will never work with the company again, and hope our unfortunate time with them is over soon. A little communication and professionalism would’ve gone a long way."