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Rising Sun Pools & Spas

Founded 1972 • With Angi since June 2006

3.8

(35) Verified Reviews

Business Details

Phone Number

Address

5608 Hillsborough St

Raleigh, NC 27606

Description

Building Backyard Dreams Since 1972

Verified Reviews

A few reviews for this pro...
1.0

05/17/2022


Tom M.

We bought an above ground salt pool in 1/2021. We signed an Installation questionnaire which did not say we needed to mount the salt box. Never during the purchase was this mount mentioned, was not mentioned during the review of the purchase, and when we were getting ready for installation, we were only told to get an underground electrical set up near the pool (which we did). Rising Sun installed the salt box on the ground without any mention of it. When we went to turn on our pool in 4/2022, the pool was not working. The team came to look and said it should not have been installed on the ground, and when we opened the box, it was filled with water. After the team left, we noticed our electrical box post was now broken as well. A manager would not address the broken electrical unit other than saying, "it was not mentioned in the teams report that they broke it.". Regarding the installation of the salt box on the ground, they pointed to small verbiage in the contract that said it would need to be mounted, but this was not pointed out or mentioned during the entire process. It seems unreasonable that no other guidance was given and should have been caught by the consumer from a document in January and installed in May. It has been a very frustrating experience for us. This is my first time ever complaining about a company on a review so hopefully this shows I do not make this post lightly.

Description of Work
Bought and installed an above ground salt pool

Category pool cleaners, swimming pools

1.0

06/29/2020


Steve M.

Wish I could give them a complete review, however we never got to that point. I've called several times over 3 weeks about putting in a pool, spoken with their very nice assistant Skylar on 2 if not 3 occasions. Was told their designer Chip, would be in contact each time. Well after three+ weeks, He still hasn't been. I don't mind if a company is busy and can't get to a project, heck I had one company flat out tell me they were looking at completions for next June, a year out. And I was in no rush either. But at the very least have the courtesy of calling me back and telling me when we can sit down to have a discussion. Selecting a contractor 101, if you can't get a hold of them in the beginning, how do you think it will go once they have your money?? Best of luck to the rest of you.

Description of Work
Install a pool

Category swimming pools

3.0

01/30/2018


Anthony R.

The service guy was fine and he gave us several tips on cleaning and maintaining our pool that was extra and has turned out to be good advice. Trying to schedule them to come out to our home was a nightmare. We could never get anybody to answer the phone and when we left a message they didn't return our calls. The cost of the cleaning materials seemed very high and they charged us an extra travel fee just to come to our home - no other company has ever charged us this fee. Will not be using them in the future.

Description of Work
Cleaned the pool and installed a backwash hose.

Category pool cleaners

Service Provider Response

I am sorry you weren't happy with your service in 2014; we have had more staff in the service department for years in order to help with call backs and scheduling so if you give us another try it should go smoother :). Travel charges from our location in Raleigh to Zebulon (along with areas that are outside of the immediate Triangle area) are a standard fee; I am sorry you were not happy with the charge. Please let me know if I can assist you again in the future.
2.0

05/24/2017


Mark L.

Still dealing with them. Getting nowhere.

Description of Work
Still ongoing.

Category pool cleaners

4.0

06/28/2012


Carol L.

Rising Sun Pools and Spas Inc are okay, I guess. We have used them for years. They have always been prompt and responsible. This year when they put the pump in, they put the ladder in wrong. They came out again, and it still is not right. They left some debris. We were supposed to get a discount, and we did not get the discounted we wanted. After the last time they came out, we told them to not bother coming out again, we would just fix the ladder ourselves. Over all through the years they have been pretty good, just had a bad year with them. We will use them again.

Description of Work
They serviced our pool, and installed a new filter pump.

Category pool cleaners

5.0

06/15/2012


Mary S.

I trust them and respect them They do great work.

Description of Work
I use Rising Sun Pools & Spas Inc for maintenance on my pool. This year they put in a new liner.

Category pool cleaners

Service Provider Response

Thank you Member, you are a pelasure to work with yourself and we always enjoy having you in the store! thank you for your continued support as we celebrate 40 years in business!! Tara
4.0

04/25/2012


Shauna E.

Overall, seems to be going well. Salt system install went fine. Will update when they replace the heater part.

Description of Work
They came out to install a salt system and find a leak in the heater. Unfortunately, the person they sent one week before was able to install the salt sytem, but didn't know how to find the leak, so then I had to wait another week for someone else to come out. That person found the leak and put in a request for the part. Four days later, someone called with an estimate. They ordered it. When it comes in, they will call me.everytime they call and say we will be out next Friday. Always at the end of the week So two weeks later, I'm still waiting for the part. When it comes in, I will have to wait at least another week to get on the schedule for the part to be installed. I'm sure they will do a great job, and they are always courteous, but it's frustrating that everything takes so long.

Category pool cleaners

Service Provider Response

Member, Thank you very much for your feedback and please let me know if the job was completed to your expectations and satisfaction. I want to thank you personally for your business and continued support and am here to assist you anyway you need should you find the need for our services again. Thank you, Tara
5.0

04/02/2012


Sousan K.

Generally, any problems, they come out to fix. We take equipment to them as well. Very reliable and have been in business for a long time. Even though they have become quite busy and take longer to respond, we can trust them.

Description of Work
We have used their services for over 16 years. They open and close our pool. When we initially purchased our house, they did more, but now we know how to take care of the items. Two years ago, they installed a heat pump for us.

Category pool cleaners

Service Provider Response

Member, thank you very much for your feedback and positive review. We strive to provide great customer service and quality products and are pleased you have been satisfied with both! Thank you for your continued support as we celebrate 40 years in business and we look forward to serving you for years to come!
3.0

03/30/2012


Steven L.

I have used Rising Sun Pools since I purchased my home in 2009. Rising Sun was the original installers and had been the go-to place for the previous homeowner for the 9 or so years the pool had been in. They provide free water testing and the service technicians that come to the house are always fabulous. It's why I have continued to use them despite my aggravations. They schedule their service by week, they call and tell you Friday the week before what day they will come out. It could be they will arrive the next Monday. I marked higher for punctuality b/c their techs do arrive on the day they tell you. That's great if your schedule permits short notice to be at home or off. Where for me I have loose animals in the backyard and prefer keeping my property locked to prevent kids or anyone from accessing my property. I also prefer to be around when any service is done around my house. Every opening or closing I have asked for them to try and provide more specifics earlier, so i can coordinate with work and other contractors. I typically attempt to coordinate other contractors around their schedule to minimize the time I have to take off from work. Amazingly, I can get 3 other contractors lined up and ready for me to pick a day - which is the day I wait for Rising Sun to tell me, however courtesy would be to give them more notice. I called again earlier in the week asked if they could give me a day. I was told no but they would speak with someone and get back to me. They didn't call. I called again next day, provided specifics on my pool filter and asked again for a day, said they would pull and have someone call back. In the meantime, i called other providers on Angie's List. This morning I was irritated as I need to give other contractors notice for their schedules, I called a competitor from Angie's List, they were thrilled to schedule me on my desired day next week. I hope they do well, i will rate them after service. I call Rising Sun, which I don't understand their call tree when you dial for service you always get a floor person who just transfers you anyway, got the service department and gave them my name and number. She asked if i was calling to get my scheduled day and I said and quot;no, i am calling to cancel, I have someone else who scheduled me.and quot; Their response was, and quot;Sure we will pull your order for youand quot; and that was end of the call. Honestly, I guess they are so busy they aren't worried if they can't schedule a day for me. I guess they weren't interested in retaining me. I am not sure. I figured they would apologize for not being able to meet my needs - i can understand that. I can say I don't feel my business is valued. I hope the other provider does well and appreciates my business. I appreciate that they will schedule in advance on a particular day. The thing is I know the pool is going to need a new liner and some other work in a year or two. I will give my business to those who do well, have time for me, and APPRECIATE my business. I will likely give rising sun other chances, they are knowledgeable and have good techs - i just wish they would offer some alternative. The thing is I would pay a premium if they would meet my needs to schedule a particular day. This schedule method they use must work fine for most of their customers. But for me, not so much. Maybe other members will find this helpful.

Description of Work
I asked for a pool opening, replacement valves by the pump, and a sand change. More importantly i was asking for them to tell me a day for service.

Category pool cleaners

Service Provider Response

Member, I wanted to let you know that I am looking into your complaint and will discuss all the comments you made with the service manager. I know our policies on scheduling can be a bit frustrating but because our schedule can be so adversely affected my weather and emergency calls the day to day schedule can change. Our day-to-day scheduling is typically finalized daily after 2pm so majority of the time the service staff is not aware of the schedule until 4-5pm the evening. This reason is why we call the night before the technicians are scheduled come; this helps to eliminate the last minute changes that can inconvenience our customers as well. Most companies in our area are not as staffed or as busy as we are so many times their service calls are much easier to schedule - we pride ourselves in the number of highly trained staff we employ but this can also make scheduling a little trickier at times – I would like to hope we are little better than other contractor services that supply you only with 4-6 hours windows, that drives me bonkers too. We do take this feedback and learn from it, we incorporate it into our trainings and it's the only way we can improve our procedures and our customer service so thank you. I will have the service manager contact you to discuss the issues you had and we hope you can possibly give us a chance to earn your business back. Even though I can’t guarantee you we will be able to offer you service the exact time and date you need it we will make every effort to accommodate your request to the best of our ability. I did want to make you aware as well that we are the best vinyl liner replacement service center in the area and we offer over 25 liners to choose from that are not only THICKER but also carry extended warranties up to 5.5 years at NO additional charge. I would be happy to help you personally when the time comes to replace your vinyl liner or for any other service needs you may have. Thank you, Tara Onthank Rising Sun Pools
3.0

02/28/2012


David V.

My experience with them was fairly good. They were prompt the last time. I have had bad experiences with them in the past. I didn't pay anything because it was a warranty service. I would suggest others to get everything in writing and to read the contract. I don't buy my products from them. But I use them for water testing because it is a free service.

Description of Work
I used Rising Sun Pools & Spas Inc for pool service last year. They were here about six to eight months ago for a warranty service.

Category pool cleaners

Service Provider Response

Member, thank you very much for taking the time to supply feedback. I reviewed your account and noticed that you have continued to purchase your supplies here after your new pool installation in 2010, thank you. Because of customer purchases like yours we can offer our FREE water testing so we appreciate your continued support. We supply copies of our warranties with your new pool information as well as your pool contract, but if you would like another copy please let me know, I will be happy to email you anything you would like to have in writing. I am pleased your service has been covered under those warranties and it appears you have received everything you paid for, and that is exactly our goal. If you need anything in the future please do not hesitate to let me know and thank you again for your business. Thank you, Tara Onthank Rising Sun Pools & Spas 919-851-9700x226
5.0

01/04/2012


DEBORAH D.

I think they are excellent! They are honest, they have excellent integrity, and they are very good at what they do. I highly recommend Rising Sun to others!

Description of Work
Rising Sun helps us with repairs and maintenance.

Category pool cleaners

Service Provider Response

Member, Thank you for the great recommendation! We truly appreciate the feedback and if you need anything in the future please let me know. Have a wonderful summer and thank you again!
5.0

07/14/2011


Emily P.

The guys they sent out really went above and beyond. They took a look at my other pool equipment and saw other things that I needed. Our pool was actually a foreclosure property that had been setting for two years. They did a fantastic job of cleaning everything up. They were just super, super great. There was a table and lounge chairs at the bottom of the pool; it was really gross. They were helpful with my budget. I couldn't pay all the costs up front but they did 3 months same as cash. It took them a month to bill it, so it was really like 4 months, which was really helpful in kind of starting a new house from scratch. It helped to have that leeway in paying. I shopped around a little bit. It was a big job and I thought it was worth every penny. They were really busy but I had tried to call them right when they were closing. They were fantastic.

Description of Work
I used Rising Sun Pools to drain my pool and clean it.

Category pool cleaners

Service Provider Response

Thank you very much for your positive feedback, we appreciate you taking the time to inform other members of your experience. If you need anything again please don't hesitate to contact us. Thank you for your business and we look forward to working with you again in the future! Tara Onthank
2.0

04/27/2010


Cindy G.

They kept changing our scheduled time to install the spa. We were able to accommodate them. Then, they ended up having to drain our pool and move it because they did not have the cover installed. They were having a plumber coming one day, an installer the next. We called and asked them if we could fill it up with water before the cover was installed. They assured us we could. When the installer came out to install the cover, he said he couldn't do it because it had water in it. We drained the pool again. He called in and told the woman at the store the situation and she was very rude to me on the phone, even though we had been changing our appoint times to accommodate them. They told the electrician what size the pool was going to be, he dug a trench into our patio where he put the grounding wire. He assured us that the trench would be covered by the pool, but it shows all the way around. They never showed us in a clear way how to take care of it - there was no book or manual provided for the first week. The first guy came out and just dumped some chlorine in, he never checked the filters. The water was really dirty and warm. I was paying them $45 a week to clean it. They finally came out last Friday and drained and cleaned the pool, making us feel as if this whole mess was our fault. When I first called in and told her about our problems, she was very irritated with us. They are not very customer friendly.

Description of Work
They put in a spa for us.

Category pool cleaners

Service Provider Response

This customer has been extremely satisfied since this report was posted, even though it hasn't been amended. We have continued to service their spa weekly for them since this post and have had no complaints since. The electrical work they are referring to was done by a sub contractor they hired and paid independently so I can not attest to their work, but the members are happy with Rising Sun. We will strive to keep them satisfied and we look forward to serving them for many years to come.
5.0

02/03/2010


Wesley W.

The experience was very nice from start to finish. From our salesman "Skip" to the guys who actually installed and did all the hard work we say thank you. They took the time when doing the rough grade to go the extra mile in putting the backfill dirt where I wanted it. Unfortunately once the pool was complete and ready to swim in it got COLD. I was in in once! We went back and had them install a cover and winterize it in November so once April gets here we will have them come back out to start it up for the summer. Great people to work with. Now if we can only get them to give us a great deal on the slide we want....

Description of Work
Installed in ground 44X22 Mountain Lake In Ground pool. Laid out pool plan, dug appropriate ditches and pool diameter using backhoe, Installed pool sides, water lines, drain lines, return lines, pool siding ( Metal ) installed pool liner ( 5 yr warranty ), pump, salt water system, filter.

Category pool cleaners

Service Provider Response

Thank you for your feedback and more importantly, thank you for your business. I am thrilled to hear that we lived up to your expectations and were able to provide you with a wonderful end product, I have no doubt this summer will be a great one with your new pool! Please contact me directly with what slide you want and the turn (left or right) and color choice, if applicable; I am confident I can work you up a great deal! tara@risingsunpools.com - I look forward to working with you! Tara
5.0

01/05/2010


Linda O.

They always check on the progress of the work and make sure it is completed on time. They do quality work and sell quality products. They are very helpful and friendly in the store as well.

Description of Work
They put in my swimming pool.

Category pool cleaners

Service Provider Response

Thank you very much for your positive feedback. I am happy to hear that our company has lived up to your expectations. Thank you for your business and we look forward to working with you more in the future. Tara Onthank Co-Owner Rising Sun Pools
1.0

08/10/2009


Paul G.

I was looking for someone to install a resort type pool because I am disabled and knew it was going to be my last pool. Since it was going to be my last pool I wanted it to be a cement pool, with the options I wanted they cost too much. I decided to go back to the liner type pool and checked with several companies. Rising Sun told me they could give me some of the options I wanted. They were going to install 8 fountains at $500 a piece. Once they installed the plumbing they said it would be $1500 a piece. I received a quote from them stating it would be $500. The quality of their work was terrible. When they installed the wall, to back fill it, they crushed one of the walls. Instead of taking it out and replacing it, they used Bondo to straighten it out. They told me I could pay to have the pool filled or I could use my water hose, I decided to use my hose, water got behind the liner and the liner started floating. They should have known this. A worker came out, pulled the liner away from the wall and crawled under it and dug the cement/vermiculite that was around the drains and when he was thru, he put it beside the pool and left it. We went out with hoes and picks and couldn't get it straighted around. Our neighbor came with a rototiller and got it up. They wanted to know if they could put their trucks by the pool and I told them they could but they couldn't drive across my front lawn because of water lines. They filled in part of my ditch. The first they did was drive across my front lawn. They were supposed to remove the dirt from the ditch when they left. I had to rent a backhoe to grate all the cement myself. They put in tile on the top portion of the pool and they didn't do it properly. They were supposed to put an expansion joint between the coping and the grout, they didn't and since the grout is softer the grout crumbled away. I told them about it and they came out, he used a screw driver to get the grout out. He filled the grout in by leaning over the pool. By the time he was finished my pool looked like chocolate milk because it was brown grout. It took me three weeks to fix that. They still haven't fixed the problem, the grout is cracking and falling out again. They didn't put in the expansion joint again. They recommended contractors, but there was only 1 contractor for cement work. I tried calling the cement contractor and they never returned my call. When I called Rising Sun Pools, they gave me JW Concrete and said he was experienced. When I contacted JW, he told me he wasn't experienced but was getting a free pool from doing it. Rising Sun denies that they had anything to do with JW Concrete. I made the concrete contractor stop because it was a bad job and called Rising Sun. THey told me they would have any problems corrected. They have yet to correct the problems. You have to watch what they write and say because they don't stand by any of it. I want people to beaware of this company because they will come out and act like they know what they're doing. They want to get the job for the money and don't care about the quality.

Description of Work
They installed a 20' by 40' swimming pool.

Category pool cleaners

Service Provider Response

The first complaint he made to Angie's List was against the concrete company & Angie's List withdrew the complaint because we were not paid to do his concrete, nor are we a concrete contractor. He chose this contractor because he wanted his job done quickly & they were available. To save our reputation we made several offers to him & he has declined all of them. The following is his own email to us stating his mission is to slander our name. I only post this so other members can see what we have been dealing with. We have tried to work with this member but have been unsuccessful at our attempts to rectify the situation. The issues listed here have not been documented until Angie's list withdrew his original complaint because it didn't have anything to do with the pool, it's construction or operation - he is only filing this complaint with the intent of damaging our reputation. I will list the previous complaint below for any member to review. We just don't know what to do anymore. Please contact us if you want more information on this case. email from him dated 5-27-09 "As I told you I was going to get the word out about rising sun pools. I think that you know I am telling the truth & I am just getting started. However, I know you said the deals were off the table but I will give you one more chance. I have found a company Carolina Concrete Coating that says they think they can fix the appearance of the concrete. I am not sure of that but I am willing to take a chance. If it does not work I will replace the concrete at a later date. C.C.C wants $1850.00 plus the coating will have to come from Dan at Quality Construction Products to FIX the concrete. Here is the deal you pay for this and I will stop what I am doing. If it doesn't work I will pay to replace the concrete later & I will stop what I am doing. If not I am just beginning. Member In response to this email – we offered the $1850 requested because we just want to be done with this; he AGAIN declined our offer. All such offers are off the table now & any previous offers are no longer available." From the BBB -"The case is closed as Beyond Purview, meaning it is not a case the BBB will handle." The NC Attorney Generals office also dismissed his complaint. Member's Original Angie's List Complaint- Description Of Work: I hired them to put in a pool. They gave me a "list" of electrical contractors and cement contractors. The cement contractor list had one name on it. When I called them, they didn't call back. When I called Rising Sun Pools back, they said to call JW concrete. JW wasn't sure how to do it, when he informed me this. I called Mike back with Rising Sun Pools to ask about this. He told me that the guy wanted more money, and that he knew what he was doing. As he started it was clear he didn't know what he was doing. I called Mike back before he was done, he informed me to not worry about it. Member Comments: He said he would take care of it by grinding the bad spots off & resurface, coat it. A gentleman came out to try to grind out and re-finish the pool and deck. Within the first six months the concrete started to break up and crumble away. I called Mike & he sent out another concrete man to look at it, & the guy referred to it as a hot pour. He said that this means it was poured too dry, & would continue to crumble. He informed me that it would need to be replaced. As I got back to Mike to let him know this, he said that it wasn't his problem. I got back to JW Concrete, they said they won't be doing it since they are bankrupt. I was advised by my attorney to not go to court, as my health probably would not tolerate this. In their contract they clarify that they are not liable for the work, though verbally he committed to it. Fountains also changed in price from $500 to $1500 per fountain.(this had never been brought up until everyone involved denied his complaints b/c they were on the concrete company & not us).I have it written documentation to show all of my claims in this matter. Desired Resolution: I want the the concrete fixed so that it will not continue to fall apart. When I ask the concrete person Mike sent out he said that concrete should last forever not just a few months. I also want the grout fixed so that it will last and does not continue to fall into the pool. (this had never been brought up until everyone involved denied his complaints b/c they were on the concrete company & not us).
5.0

12/02/2008


edward M.

They were very good, the owner came out and surveyed where we wanted to put the pool. He took all the measurements, and he took care of all the issues, including the paper work and the installation itself.

Description of Work
They came to my home, and they installed a swimming pool.

Category pool cleaners

5.0

10/24/2008


KIMBERLY L S.

We were referred to them by a friend and since this was the first time we have owned a pool, our friend thought Rising Sun would be the best in regards to advice and the types of chemicals and tools we might need. She was exactly right. We came to them with a pool that was so green, it looked like a swamp and the neighbors joked that they had seen alligators in it. We brought them a sample of the water and within about 5 days it had cleared up and they advised us on keeping it clean the whole summer. I approximate that we spent about $300-$400 for all the chemicals and tools that we needed all summer. They gave us exact directions on how to put in the chemicals and in what order and never made us feel stupid. They let us know that if we weren t happy with anything, we could return it.

Description of Work
Got advice from the people at the satellite location off Old Wake Forest Rd and purchased our pool supplies over the summer.

Category pool cleaners

4.0

08/05/2008


Lori D.

I have a salt-water pool and filter system which I purchased from Rising Sun. Love the pool and they did a good set up. I called them to clean the cell. When removing the unit, a pipe was cracked and the o-ring was loosened, causing the unit to leak "heavily". I called them back. Problem is, you can't get an appointment with Rising Sun. You get put on a waiting list for service, it usually takes 4-6 days before you get called and get someone out. By then, my leak was even worse. I could not wait and called another company to come and fix the issue. The other company found that Rising Sun had cracked the pipe, and loosed the o-ring by removing it incorrectly. This other company (Hammerhead) to their credit, said if I called Rising Sun, they should fix it at no cost as it was still under warranty and was their fault. I called Rising Sun again, still 4-5 day wait. I had Hammerhead fix it, since I was already afraid of the work that Rising Sun would do, or worse, they'd simply do another shoddy repair job and lie about how the leak occurred in the first place. If you can't fix it right the first time, why would I believe you would fix it right the 2nd??? And, the thing was leaking like crazy. Hammerhead did a great repair (right the first time). I called Rising Sun to ask for reimbursement for this, they refused. Again, Rising Sun is great for the sale and setup, very happy there, but for service; NO WAY. Call an independent company like Hammerhead pool service.

Description of Work
I needed the cell cleaned on the salt water system for my pool. I have a 21' round, above ground pool.

Category pool cleaners

Service Provider Response

THIS MEMBER DID IN FACT CALL US OUT FOR A PROBLEM WITH HER SALT SYSTEM ON JUNE 9. OUR TECHNICIAN CAME OUT ON JUNE 19TH AFTER THE CUSTOMER HAD TO RESCHEDULE THE APPOINTMENT BECAUSE SHE WOULDN'T BE HOME. MY TECHNICIAN NOTICED THAT THE BOX UNIT, NOT JUST THE CELL, WAS NOT WORKING PROPERLY CONTACTED THE MANUFACTURER AND GOT APPROVAL TO REPLACE THE ENTIRE UNIT COMPLETELY SINCE IT WAS UNDER A YEAR OLD. TYPICAL PROTOCOL IS TO REPLACE COMPONENTS ONLY ON UNITS AFTER 90 DAYS OLD BUT WE DECIDED TO REPLACE THE WHOLE UNIT FOR GOOD CUSTOMER RELATIONS. MY TECHNICIAN DID CLEAN THE CELL AS WELL THAT DAY. THIS VISIT WAS A BILLABLE CHARGE SINCE WE WERE REQUESTED TO COME OUT AND JUST CLEAN THE CELL, THE REPLACEMENT OF THE UNIT ON THE NEXT VISIT WAS ALL DONE AT NO CHARGE. ON THIS VISIT MY TECHNICIAN DID MEET WITH THE CUSTOMER AND REVIEWED OPERATIONS WITH HER AND THERE WERE NO PROBLEMS REPORTED. MY NEXT TECHNICIANS' VISIT WAS ON JUNE 28, AFTER HAVING TO BE RESCHEDULED AGAIN BECAUSE THE CUSTOMER WANTED TO BE HOME AND WOULD NOT BE AT THE TIME OF OUR SCHEDULED VISIT. WE CAME OUT AND REPLACED THE THE COMPLETE CONTROL UNIT AND AGAIN OUR TECHNICIAN MET WITH MEMBER AND ANSWERED HER QUESTIONS AT THE SYSTEM. THE MEMBER DID NOT CALL US AGAIN UNTIL JULY 23, ALMOST A MONTH LATER, THAT THERE WAS A "DRIP" AT THE CELL WHEN THE PUMP RUNS. SCHEDULING FYI: WHEN CUSTOMERS POOL SYSTEMS ARE NONOPERATIONAL THEY GET PRIORITY, NON-VITAL CALLS (SMALL LEAKS, NOISES ETC.) USUALLY TAKE ABOUT 4-5 BUSINESS DAYS TO SCHEDULE AND SINCE IT TOOK THE MEMBER A MONTH TO LET US KNOW THERE WAS A DRIP WE DIDN'T LIST IT AS AN EMERGENCY CALL. WE SCHEDULED THE CALL FOR JULY 30, BUT THE CUSTOMER AGAIN ASKED TO BE RESCHEDULED. WE RESCHEDULED FOR AUGUST 5 AND AT THAT POINT THE CUSTOMER CANCELED THE SERVICE CALL. IT IS UNFORTUNATE THAT AFTER THE BUSINESS RELATIONSHIP WE HAD DEVELOPED WITH THIS MEMBER SHE FELT THE NEED THE NEED TO CALL ANOTHER COMPANY TO HAVE WHAT WOULD HAVE BEEN A WARRANTY CALL ADDRESSED. THERE ARE MANAGERS AND OWNERS IN THE STORE EVERY DAY TO HANDLE MATTERS OF THIS SORT SO WE DON'T LOOSE CUSTOMERS BUSINESS AND TRUST. IF THERE ARE ANY OTHER ISSUES WE WILL BE ABLE TO HANDLE THEM AND ALL WARRANTY CALLS FOR HER POOL AND EQUIPMENT. MY ONLY WORD OF ADVICE FOR MEMBERS IS IF THERE IS A PROBLEM WITH WORK PERFORMED PLEASE LET THE SERVICER KNOW IMMEDIATELY SO WORK CAN BE RESCHEDULED AND PERFORMED IN A TIMELY FASHION.
2.0

06/11/2008


jody M.

Installation of the pool was very good. The sales staff and construction crew were very helpful and courteous and the pool was finished on schedule. Dealing with the service department after completion of the pool, however, was another matter. On our first service bill there was a $50 "transportation fee" because we live in Durham. No one ever mentioned this, either during installation of the pool or when I made the service appointment. When I called to inquire about the fee their response was "you would have been told about that," (implying that I forgot or didn't pay attention?) On 2 different occasions, we called several weeks in advance to schedule maintenance and they never showed up. When we called Rising Sun we were told that we weren't on the schedule. Twice. On another occasion we had to change a scheduled appointment time. We called and spoke with an employee at Rising Sun to cancel the appointment, however a technician showed up anyway, leaving a note saying they'd "missed us". When we called to reschedule, the service manager told us that we needed "to pick a time when we could actually be there when we said we would" - incredibly rude. We initially wanted Rising Sun to do the maintenance on our pool because they installed it, it was under warranty, etc., however we've given up and are now using another company.

Description of Work
Rising Sun installed an in-ground pool and "opened/closed" the pool for 2 seasons.

Category pool cleaners

Service Provider Response

FIRST OF ALL I HAVE TO SAY THAT WE NEVER LIKE TO LOSE A CUSTOMER AND I HAVE DEALT WITH THE MEMBER MYSELF ON SEVERAL OCCASIONS SO I AM DISAPPOINTED THAT SHE FEELS OUR COMPANY LET HER DOWN. I HAVE RESEARCHED THIS REPORT AND AM A LITTLE CONFUSED AS TO WHY THE REPORT WAS MADE ON JUNE 11, YET WE CAME OUT ON JULY 11TH AND DID THE REPAIRS ON THE SCHEDULED DATE AND AT THE SCHEDULED TIME. WITH THAT BEING SAID, I DO SEE WHERE WE HAVE MADE 2 WARRANTY CALLS TO HER HOUSE AT ABSOLUTELY NO CHARGE BECAUSE IT WAS WARRANTY. WE DO NOT CHARGE "TRANSPORTATION FEES" ON NEW POOL WARRANTY CALLS FOR A PERIOD OF 3 YEARS. THIS FEE SHE IS REFERRING TO (FOR NON-WARRANTY CALLS) IS A TRAVEL CHARGE THAT WE CHARGE FOR ACCOUNTS OUT OF A CERTAIN AREA SO WE DO NOT HAVE TO INCREASE OUR SERVICE FEES OVERALL BUT SPECIFICALLY WHERE IT COSTS MORE FOR MILEAGE AND FUEL. SHE PAID THIS "TRAVEL CHARGE" ON BOTH HER POOL OPENING AND CLOSING OVER THE LAST YEAR WITHOUT DISPUTE. AS FAR AS THE MISSED APPOINTMENTS, I'M NOT SURE WHAT HAPPENED AND I KNOW THAT TWO OF THE OWNERS, INCLUDING MYSELF, HAVE SPOKEN SEVERAL TIMES WITH THE MEMBER AND WE HAVE NOT LISTED ANY CONCERNS UNDER HER ACCOUNT. HER SERVICE CALL WAS PLACED IN THE SYSTEM ON JULY 9TH, WITH A NOTE FOR THE WORK TO BE DONE ON JULY 11TH, FIRST STOP (WHICH MEANS 9 OR 9:30AM). OUR TECHNICIAN SHOWED UP ON JULY 11TH AT 9:15 AND LEFT AT 10:35. IF WE COME AND THE CUSTOMER IS NOT HOME WE LEAVE A NOTE SO THEY KNOW WE WERE THERE, NOT THAT WE DIDN'T PERFORM SERVICE. THE FIRST STOP IS THE ONLY TIME OF THE DAY WE CAN GUARANTEE A TIME AND NOT HAVE TO GIVE CUSTOMERS A WINDOW OF TIME (LIKE CABLE COMPANIES) THAT IS FOR EXAMPLE LIKE BETWEEN 12 AND 5. WE ARE VERY UPFRONT THAT CUSTOMERS DO NOT NEED TO BE HOME FOR THESE TYPES OF REPAIRS (ESPECIALLY A CUSTOMER WHO WE'VE DONE SEVERAL CALLS ON THEIR PROPERTY PREVIOUSLY THEY HADN'T NEEDED TO BE HOME). THE CALL I BELIEVE SHE IS SPEAKING ABOUT WAS TO SUCK WATER OUT FROM BEHIND THE LINER BECAUSE OF ALL THE RAIN WE HAD HAD AND DUE TO DRAINAGE ISSUES ON HER LOT. DRAINAGE ISSUES ARE THE ONLY REASON FOR THIS TO OCCUR BESIDES EXCESSIVE, FLOODING RAINS. NEITHER CAN WE DETERMINE NOR PREDICT. WE QUOTED HER APPROXIMATELY $200 FOR THIS REPAIR AND IT HAS YET TO BE BILLED OUT AND SENT TO HER. I AGAIN REGRET TO LOOSE A GOOD CUSTOMER BUT NO ONE EITHER IN MY SERVICE DEPARTMENT OR MANAGERIAL STAFF HAVE ANY RECORDS OF ISSUES THAT SHOULD WARRANT SUCH POOR GRADES AS THE MEMBER ISSUED US HERE. THANK YOU.
2.0

01/12/2008


Heather M.

The spa heating element shorted out and the water drained out of the tub. We called Rising Sun. The technician arrived when scheduled and diagnosed the problem saying the part would have to be ordered. When the part arrived, the technician repaired the unit but did not test it because it needed to dry out. After allowing it to dry, we filled the spa, but it emitted a very loud buzzing noise. So we called to see what they had to say. They said they would come out and take a look at it. A technician arrived promptly the next day and told us that the noise is normal and that it would eventually go away, which it did. However, after receiving our bill, we were charged for the service call ($91) to diagnose the noise problem. Rising Sun said that because the unit was working fine, we would have to pay. We disputed the charge, arguing that we were not told that we would be charged, but were told that the manager would have to call us. Service B-, business practice F.

Description of Work
Rising Sun Pools diagnosed, repaired and replaced the heating element to our spa.

Category pool cleaners

Service Provider Response

UNFORTUNATELY IN THIS BUSINESS WE HAVE TO HAVE A TUB FILLED IN ORDER TO TEST IT AFTER IT IS EMPTIED FOR REPAIRS, MAJORITY OF CUSTOMERS DO NOT TO PAY US HOURLY TO STAND THERE AND WATCH THERE TUB FILL UP. AFTER THE REPAIRS ARE COMPLETED AND THE TUB IS ABLE TO BE TESTED WE HAVE TO TAKE THE CUSTOMERS WORD THAT THERE IS IS STILL A PROBLEM. HOWEVER, IF THERE IS NO PROBLEM WE HAVE TO COVER OUR COST TO DIAGNOSE IT. IF WE DIDN'T DO THIS WE COULDN'T PROTECT OURSELVES FROM HAVING OUR TECHNICIANS RUN NOTHING BUT WRONGFUL SERVICE CALLS BECAUSE THERE WOULD BE NO LIABILITY ON THE CUSTOMER TO ENSURE THERE IS ACTUALLY A PROBLEM. WE WARRANTY OUR WORK AND IF THERE IS STILL A PROBLEM AND IT IS RELATED TO THE WORK ALREADY PERFORMED WE WILL COVER IT. I APOLOGIZE THAT THIS CUSTOMER HAD A BAD EXPERIENCE.
5.0

09/21/2007


DREW D.

We love our pool. We felt the price was fair, the guys that installed it were polite and the pool runs just as it should. The appointment times were kept and the job was finished when they said it would be.

Description of Work
Rising Sun Pools & Spas installed a 24 foot above ground pool in our backyard.

Category pool cleaners

1.0

07/12/2007


BARBARA L.

A re-schedule was set and again no one showed. I was told that the pressure cleaning equipment was broken. I re-scheduled and Angel came around 10 am and discovered that the sand filter had to be replaced, the workers on site expressed concerns about the pool surface. Mike visited after another week during which time debris and water fell into my unfinished pool. The men then returned and replaced the sand filter and removed leaf debris from the pool. The surface dirt that had accumulated since the wash was not removed. The pool was not filled, mechanical parts were not tested or run, and the promise to be set up was not fulfilled. The skimmers are not operating. I was told additional charges would apply to check the skimmers. In summary, I contracted with Rising Sun Pools to have my pool repaired and set up for the estimate of $1100. Six weeks later without a functioning pool and a bloated bill was received two days ago.

Description of Work
Pool was out of service for a few years and needed an evaluation of pool interior surface and mechanical parts. The pump was found to be working but the sand filter needed repair (it was eventually was replaced and filled with new sand). The interior surface of the pool was cleaned and acid washed. The old heater was hauled away. No one showed up and no call. I was told that I was not on the schedule.

Category pool cleaners

1.0

06/09/2007


Keith C.

The Raleigh Judge asked them to reduce the charge and then I paid in full that day.

Description of Work
Four years ago they installed a safety cover that I purchased from a friend. The installer told my wife that it was junk and was very rude. Also, when the bill arrived, they over charged me. I tried to resolve the situation, but they did not communicate with me and sent it to small claims. Once the judge found out the situation, he asked them to reduce the bill and I agreed to pay. The major issue is, that even though the issue was resolved, the fact that they sent me to court shows a negative on my credit report that I can't seem to remove even though they said they removed the bad mark. Yes, they're the biggest in Raleigh, but beware of their customer service and follow up.

Category pool cleaners

Service Provider Response

UNFORTUNATELY WHEN WE HAVE TO TAKE SOMEONE TO SMALL CLAIMS COURT IN ORDER TO COLLECT MONEY DUE THERE'S NOT ALWAYS A GOOD FEELING LEFT ABOUT THAT PARTICULAR COMPANY. WE HAD PURSUED THIS AMOUNT FOR OVER A YEAR WITH NO RESPONSE AND WE TRY VERY HARD TO OPENLY WORK WITH CUSTOMERS TO SET UP PAYMENT PLANS. COURT IS THE ABSOLUTE LAST OPTION. A JUDGE WILL USUALLY REDUCE THE FINANCE CHARGES THAT ACCRUE OVER THE PERIOD BEFORE COURT, BUT WE WOULD NOT HAVE WON THE JUDGMENT FOR CLOSE TO THE FULL AMOUNT DUE IF WE HAD INSTALLED THE COVER IMPROPERLY OR POORLY.
5.0

08/16/2006


MIKE N.

They have excellent customer service. Passed our expectations. I highly recommend them. They are an extremely professional staff.

Description of Work
They came in and cleaned up after a contractor made a mess. They installed our pool.

Category pool cleaners

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    Bonded
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    All statements concerning insurance, licenses, and bonds are informational only, and are self-reported. Since insurance, licenses and bonds can expire and can be cancelled, homeowners should always check such information for themselves.To find more licensing information for your state, visit our Find Licensing Requirements page.
    General Information
    Free Estimates
    No
    Eco-Friendly Accreditations
    Yes
    Payment Options
    Check, Visa, MasterCard, American Express, Discover, Financing Available
    Senior Discount
    5%
    Warranties
    No

    Services Offered

    Spas & Hot Tubs,Spas & Hot Tubs-Repair & Service,Swimming Pool Construction,Swimming Pool Dealers,Swimming Pool Designing & Consulting,Swimming Pool Repair & Service

    Services Not Offered

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    Frequently Asked Questions & Answers about Rising Sun Pools & Spas

    How is Rising Sun Pools & Spas overall rated?

    Rising Sun Pools & Spas is currently rated 3.8 overall out of 5.

    What days are Rising Sun Pools & Spas open?

    Rising Sun Pools & Spas is open:

    Sunday: 9:00 AM - 6:00 PM

    Monday: 9:00 AM - 6:00 PM

    Tuesday: 9:00 AM - 6:00 PM

    Wednesday: 9:00 AM - 6:00 PM

    Thursday: 9:00 AM - 6:00 PM

    Friday: 9:00 AM - 6:00 PM

    Saturday: 9:00 AM - 6:00 PM

    What payment options does Rising Sun Pools & Spas provide

    Rising Sun Pools & Spas accepts the following forms of payment: Check, Visa, MasterCard, American Express, Discover, Financing Available

    Does Rising Sun Pools & Spas offer free estimates?

    No, Rising Sun Pools & Spas does not offer free project estimates.

    Does Rising Sun Pools & Spas offer eco-friendly accreditations?

    Yes, Rising Sun Pools & Spas offers eco-friendly accreditations.

    Does Rising Sun Pools & Spas offer a senior discount?

    No, Rising Sun Pools & Spas does not offer a senior discount.

    Are warranties offered by Rising Sun Pools & Spas?

    No, Rising Sun Pools & Spas does not offer warranties.

    What services does Rising Sun Pools & Spas offer?

    Rising Sun Pools & Spas offers the following services: Spas & Hot Tubs,Spas & Hot Tubs-Repair & Service,Swimming Pool Construction,Swimming Pool Dealers,Swimming Pool Designing & Consulting,Swimming Pool Repair & Service