POOL PRODUCTS DIRECT

No they are rude and insulting and stole my money

Horrible!!!! One of the crew yanked the pool cleaner out of the pool by the cord and swung it throwing it on the cement. When I approached him on it he told me that I didn't belong down there. Meaning that I didn't belong poolside......ON MY OWN PROPERTY?? Then when I asked the crew lead, he said that's the way we do it all of the time. They stripped two of the anchors and didn't attach 3 more. They were in too big of rush to do the job well. I believe they have developed bad habits due to most owners being at work when they are closing the pool. No One Ever sees how they handle the equipment.....Which was with no regard to not breaking it. I emailed the owner Todd: Good Afternoon, I had an issue with one of your staff today with the handling of my equipment and would like to discuss. He was also very rude and arrogant when I called him out on the lack of concern for my equipment. I really don’t appreciate being told to leave my own property (poolside). Your son was better, but still lacked the customer service skills to handle the situation appropriately. I also am putting you on notice that if my pool cleaner doesn’t work in the spring I will be sending you a bill to fix the damage or replace the unit. If I don’t receive a call, I will be stopping payment on my credit card. My expectation is that I receive a call this evening or tomorrow during working hours to discuss. Please call the home landline 651-XXXXXXX His reply (below) was uninformed/inaccurate of the facts and also down right rude. I wanted to discuss what happened and he basically went off on me with out even talking to me. His Google reviews are also not stellar, 2.7 rating. His Reply: Ms. Thode - Your email to me is a direct threat. Your threats towards me, confirm my employees version of what truthfully took place at the pool closing. *(My Email was not threatening) You have absolutely no legal right to withhold payment for services rendered due to a verbal confrontation with my employees that you initiated not once, not twice, but three times. *(I didn't approach his staff 3 times & I have contacted my credit card company to dispute the charges) Furthermore, we are not taking any liability for your pool cleaner because the pool cleaner should not have been in the pool for the pool closing appointment AND we removed the cleaner exactly in the manner that your owners manual details. I actually sense a "set-up" so I suggest you test your cleaner now and not wait until spring. *(We were never told to remove it, in fact they state that they will take out ladders & steps, I have no way of testing the cleaner now that the pool is closed. He Didn't remove the cleaner to manual instructions, the manual says to NEVER remove by the cord. You are supposed to remove by the handle. This is in no way a setup, we continued to run the cleaner to keep it as clean as possible before closing) We will no longer provide any services for your pool as a result of your attack on my employees. (LIKE I WOULD EVER HAVE THEM BACK!!!!!) I definitely would not use this company ever again.

Great - very professional and really know what they are doing. They can spot the problem that I've requested service on, they fix it right the first time, and give me options that cost less money to solve the issue. They also have great prices on supplies that I need with no shipping charges.

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Fast and efficient good communication about work being done

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We use them every year. He seems like an honest guy. He’s efficient. He gets here pretty quickly like our pool pump broke and he fixed it within 24 hours. He seems to be reasonably priced. We’ve been using him for the last 6 years and we don’t even look at other companies.

The pool opening went well, except that some screws were removed without getting my consent. The owner provided new deck screws after we went through the complaint process.

I was extremely happy with them.

I am so disappointed with reading some bad reviews about Pool Products Direct. I am extremely high maintenance when it comes to services I use. One review I read was that Todd wasn't very friendly and that is why they won't use PPD. If you would like, please contact me and I will direct you to some contractors I have used in the past that were super friendly, but did a horrible job. I personally care more about A+ work rather than being friendly. It is very hard to get an A rating out of me, but Pool Products Direct gets an A+++ from me.
I agree Todd doesn't sit and chat and isn't very personable and him and his crew rarely come to the door or chat with me when I am outside (unless I say something), BUT he and his crew does a fantastic job with everything they do for my pool. This year, they installed our new pool liner. I watched his crew work and was so impressed. There is so much that goes into putting in a liner and those guys seemed to know exactly what to do. They worked everyday and long hours this year to get most of their customer's liners in by Memorial Day Weekend,(because of a winter dragged on this year, they were very behind) but that didn't seem to affect the work. His crew seems very dedicated to their work and I couldn't be more impressed. No, they didn't stop to talk to me when I was out there, but Bret (head of the team) did answer all of our questions when we approached him at the end.
His prices are very reasonable as well. The more well known companies charge double for new liners (talked to a couple companies at a Home and Garden expo)
Sadly, this August, our pool pump motor went out. After emailing Todd in the evening, Bret was out the very next morning putting a new one in. Thank goodness too, because it was the last full week of warmth we had to enjoy the pool!
They do open and close pools very quickly, but I imagine doing so many they have the system down to a science. I have never had a problem with how quickly they do it and no they don't position the jets always, but so? My husband is very particular on how they are positioned so he would much rather do it himself anyways. That is also something so simple to do, I am not sure why someone would complain of that.
The first year we owned our pool, we had a not so good company servicing it that way over charged us for very little work done. After having many bad contractors work on other parts of our home, I know that if you find a good one, stick with them! That's why Pool Products Direct will be the ONLY company to service my pool as long as I own it!

The solar cover was not the size ordered and not installed according to the solar cover reel manufacturer's instructions causing damage. Pool Products Direct refuses to let me return the solar cover for a refund. Replacement of the sand wasn't done until their third visit. Pool chemicals were delivered and left in front of my garage door on a day when I asked them not to deliver because I was not home. Pool Products Direct does not return phone calls and communicates only with email, some of which are belligerant and unprofessional.

My email to Mr. Wilsonand quot;I was disappointed with the pool opening this year. My wife was home and said the people were rushed and looked like they just wanted to get it done and not necessarily right.I found that the jets were just put in and not aimed to promote circulation and only 2 screws per jet were used. There were enough in the bag to use the 4 per jet that should be used.and quot;
His responseand quot;Scott - I personally opened the pool and rushed we always are but this has NEVER caused us to cut corners on the work we do. We also went above and beyond what we charge for by carrying and placing the cover exactly where your wife wanted it placed. Truth be told, I was a little miffed at her for expecting us to do this. I made the decision to install only two screws per jet as this is all that is required to hold them in place and the water temperature made it difficult for my helper to keep his hands underwater. As far as how you prefer the jets to be positioned, every person is different and it's impossible to know what you want unless you leave us a note. Maybe I need to start charging $50 more to open a concrete pool as it takes twice as long to open in comparison to vinyl lined pools. If you want the extra screws installed let me know and I will send someone out to do this. For the record, When I'm on the job I do put pressure on my employees to rush as I do not believe in walking at the jobsite. If a 20 something kid can't keep up with a 50 year old man that has had 2 back surgeries, a neck fusion, and an elbow surgery then I do not need them working for me. and quot;
Mistakes can be made. It how the company handles the mistakes that matters. Pool Products Direct closed the pool last fall and removed removed 4 screws from each jet. My wife was in the yard when they were done and Mr. Wilson didn't even take the time to let her know he was done. His response was very unprofessional.Very poor customer service. Will not do business with Pool Products Direct again.

I use them for everything. They are very responsive, and they are great. Their opening and closing service is considerably lower than anybody else is in the area. They actually put a whole bunch of chemicals in it. Both the open and close of the pool looks great during spring and fall.

Todd is fantastic. He is very responsive and the prices beat everyone else. Other companies close pools, but he provides free chemicals to keep the water healthy over the winter and also puts his own pucks in the skimmers after the opening shock. His chemical prices beat the competition, too, if you need chemicals. When my liner leaked, or when my heater didn't start, he set up an immediate appointment and quickly resolved the issues.

Well, they have been the people who serviced the pool before we got the house, and they have been wonderful. The owner is always on site and he is very nice. I can email him and get an answer with in 12 hours. He is always on time and very reliable.

They are great and they always call you back when you leave a message. The worker is always here when he says he is going to be there. I have never owned a pool and he is very helpful whenever I have questions or need any type of service.