PACIFIC POOLS & SPAS

From start to finish, the job was top notch. Communication with this company was fantastic. I did so much research before deciding to go with this company and I'm glad we did. I can't say enough positives about this company. I never felt forced to sign them up to do the job. Everything and every question was well answered. They made the process go like a well oiled machine and stress free. Beautiful work. We are very very happy with our new inground pool.

We can't say enough good things about Pacific. They installed our Inground pool summer 2011. They have maintained our pool and held our hands over the last 2 years. Their repair guys are fantastic, very skilled and knowledgeable. They have replaced things that have broken at no cost. And they are quick to respond to our calls for help. We loved the salesman, Vince. The owner can be a little grumpy at times, but he has always helped us when we needed him.

I first contacted this company among others for quotes to replace a inground pool liner in the summer of 2010. The person I dealt with Paul (not owner) came out and gave a fair price and good information about the process. We decided to wait until the next year (2011) to proceed. I began calling in March of 2011 to get the process moving. I was told by the office staff I would need to wait until Paul returned from a medical leave. I would call periodically over the next 2 months waiting for a call back. Finally he returned to work and was able to visit me again. We agreed on the work to be done - new liner replacement and repair of the sand bottom. I was told the liner would be in about 1-2 weeks after they ordered it and would be installed soon after. We ordered the liner in mid May. After about 2 or 3 weeks we called to check on the status and where told there was a problem - someone at the company forgot to sign off on the paperwork and the liner was never ordered. It was finally ordered and was received about a week and a half later.

As a side note the months of April and May where very rainy.This will be important later.

I contacted Paul about when install would take place. His answer was he need to check with Joe the owner. I heard back and was told a week or so. When I didn't hear anything after a week, I called again to inquire. Again told Joe would need be asked. A few days later a crew came out to remove the old pool liner. I was never told when they were coming. They just showed up. It was not part of the contract that they take the old liner to dispose of and it would be my responsibility. Fine, however the rolls of old liner where water logged and rolled into bundles that could not be lifted by one person. Upon later inspection, I found the leaves and muck from the pool was hidden behind a stone wall instead of put somewhere I could of had disposed oo them properly.Additionally they proceeded to pump all the remaining water to area of my yard that contained a shed and children's playset creating a muddy mess. I was left to remove some minor tree roots that we supposed to be removed by the company (it was on the contract.) It took me about an hour later that evening and finally I was ready for the new liner.I again called to find out when the liner was to be put in. After a few more days of no response, I again called and ask that the owner contact me regarding my scheduled date. I was never called. Finally I was mistakenly given the owners cell phone number and contacted him directly. The conversation started off normally with me inquiring about my scheduled date. He proceeded to provide all sorts of excuses, the main one being the rain. I said I understood that, but just wanted a date to plan accordingly. He said he couldn't provide a schedule, since there isn't a hard schedule. The jobs are scheduled the night before. I told him about the ordeal I had with the failure to respond to my early requests to get on the schedule in early spring and the whole mistake by his company with the order. Of course he knew nothing about it. He did know about the bottom of the pool and the tree roots, citing these as reasons for not coming. I advised him that it was noted on the contract about these things and of course he did not know about that. His response was that there are people from the previous season still waiting for their work to be done and they aren't complaining. At this point we both are out of hand yelling and cursing. Finally we settled down and he told me the crew would be out in 2 days. Of course they didn't show up. No call. I did receive a call later that night saying they would be over the next day. The next day came and still no guys. I spoke to Joe again and he assured me that they would be out later in the day. Finally the guys did come out at 6:30 pm.

The guys that came and did the work were excellent. They are the reason this company is still in business. They worked hard, were very informative and motivated. Great job guys.

Unfortunately the owner never came out to inspect or contacted me or made an effort to improve the customer relations.

I recommend Pacific Pools and Spas to all my friends and family. They are always on time. If I ever had a complaint, they would come out and fix the problem. They have great customer service.