Gibbons Pools

You pay dearly for their incompetence and deceit

Early May, after thinking I had a problem with pool backwash called the company and was asked to email pictures which I did.  I was told I would be contacted to set up an appointment with a service person.  No contact from them for 3 weeks.  I called back to follow up and was told I needed to be patient, as it was around the holiday (memorial day).  I of course understood, but as of July, I still didn't even have an appointment.
Then towards the end of June, the weekly service person we had been changed, and this is where by trouble started. The first week, as no weekly note had been left and the pool seemed untouched, I called to ask if there was a change in the day of service.  I was told that he was there, it was logged in their notes.  I gave the benefit of the doubt, and waited another week.  By now the pool was very noticeably green.  I was calling every few days, as the pool never was any better. I was told on 6-29 that I needed a new multiport.  I immediately faxed over authorization to approve payment and service to be completed.  I was told it would be done by the end of the week.  I called the following Monday to confirm it was done (as I never saw anyone come)  and was told it was.  I once again gave them the benefit of the doubt.  When the pool was still not improving, I called again to question this and was told AGAIN that yes, the work was completed.  It took them until July 13th to email me (after numerous phone calls on MY behalf requesting a CALL BACK) that they made a mistake and the whole filter needed to be changed. 
As I began to question their own communication between workers and the lack of urgency to help me, I called not 1, but 2, maintenance personnel independent of the situation to come and test my filter and all necessary equipment.  Both confirmed I was being taken advantage of, so I parted ways with Gibbons.  I even waited an additional 6 weeks to post this review in case I was led astray by the other serviceman.  My filter (or any other piece of equipment) has not been replaced and my pool is crystal clear and cleaner looking than ever.
In closing, unless you know your chemicals and equipment thoroughly, I wouldn't trust this company to tell me anything

About 1/2 of work supposed to be included as per paperwork was done. Parts were lost. Major component left not working. 3 weeks went by and still no response. Credit card is on file so they are paid for work even if it is incomplete leaving customer to call over and over to try to get work completed. Still cannot use pool to this date.

unknown

They were terrific and wonderful. There was a problem with the job; they agreed to do a demolition of a hot tub and rebuilt the hot tub as well as the pool. They did all the plumbing work on the pool. When they went to do the demolition of the hot tub, they expected it would take them probably a crew of three people to help. They expected it would take them one or two days but by the time they finished they had two crews of three in there for five days. They substantially changed the work that they had to do because the hot tub instead of being a six inch granite with rebar every twelve inches was cured concrete with rebar every six inches with means it was much heavier, much thicker and much stronger than what they thought they were getting it for. It greatly increased the amount of work that they did but they never once made a peep about asking me for more money or change in the terms of the contract or anything like that. They agreed to do it at that price and they did it at that price. It can't be better than that and now that it is finished, everything is working. It got to a point where those people where almost part of my family. They were there all the time working over the course of a couple of months. They were great. Everybody was polite and courteous. It was a great experience. The quality and service was excellent.

This company takes complaints to heart and have changed my mind completely in regard to their service and maintenance of my pool.

Joe, our construction manager was wonderful to deal with. The office staff is also a pleasure. We had a great experience.

Please see above.

The company did install my pool but follow up and maintenance care has been nothing short of disappointing. They do not show up for days or weeks...especially durning the hottest days of the summer. The pool constantly has one issue or another and they do not respond when called.

I was overall satisfied with the quality of their work when it was finally done. But dealing with the company representatives was a headache. When I talked to their salesman, he told me that they would do the work within a week. In reality, it took them three weeks just to get started and about two months to finish. They would never call us to update us on the status. When I called them, I would always be told that ''everybody is at the meeting''. My phone call then would be returned a couple of days later (if ever). I would never use them again, and would not recommend them to anybody.

IT WAS WELL WORTH THE PRICE. I HAVE NO QUAMS ABOUT THE SERVICE. IF ANYTHING GOES WRONG, THEY COME RIGHT OUT WITH NO SERVICE CHARGE AND FIX IT. I FEEL I AM PAYING FOR THE QUALITY OF WORK I GET.