WESTROCK POOLS & SPAS

Because of Covid19, I gave them my CC over the phone for a retail purchase. A few days later, there was a $512 charge put on my account. I tried calling many time and email them, I never received a reply. They were rude. They never put through a credit. I had to cancel my cc. Shop somewhere else where they value their customers.

Terrific great company and professional

It was a informative and pleasant experience. Even though they were not able to service my spa, they were kind enough to give information of a vendor who would be able to service the spa.

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Westrock was very professional and always available to answer any questions we had. They explained the process and gave us a timeline of what to expect. The installation took just over a week and the finished product was spectacular. We couldn't be happier with the pool or the service that Westrock provided. We highly recommend Westrock Pools to anyone looking to install a pool.

My wife and I met with a number of pool companies before we came upon Westrock. We were very impressed with our first meeting with Bobby and Ron of Westrock. They were helpful and informative without being pushy. I like the fact that the same people doing the sale would be running the job. We decided to go with Westrock and are extremely happy with our choice. Bobby ran the job from beginning to end. The installation went as promised and I am thankful for their expertise in getting the job done so well.  Bobby and company went well above their contractural resposnsibilities in servicing us. For example, on July 4th we could not get our pool cover open due to someone tearing up our lawn and damaging the wire that controls the cover. I was unaware of the cause of the problem and called Bobby thinking perhaps there was something he could do for me over the phone. Bobby came over to my home within a half hour, took out a shovel, dug up the damaged wire and fixed it so that the kids would be able to swim. Westrock and Bobby are continuing their excellent service after the job is done.

Seamlessly and with good organization. All the workers arrived on time, all the installation was done as promised by friendly helpful people. There were only good suggestions and careful work. We had full use of the pool as promised despite some complicated excavation and and drainage preparation.

They showed up on time, told me everything was fine, and then left.  They were there for 10 minutes, told me everything worked properly, but the hot tub was still not functioning when they left.  They did absolutely nothing.  They also promised a written evaluation, which was never provided.

My experience with this company was terrible. I have dealt with numerous contractors on projects ranging from new home construction to bathroom and kitchen renovations. Westrock was, by far, the worst!  If you have a short attention span, in summary, I'll say this...they operate like a fly-by-night business.  They will tell you they have been building pools for 40 years - the truth is they subcontract it out to other companies, so you are always dealing with different people. They have no sense of common courtesy for your property, they never tell you when they are coming, they just pull up, march into your backyard without telling you who they are and what they are doing. They leave construction garbage all over the place along with your instruction manuals. I would steer clear of them at all cost. But if you do go with them, beware of the contract switch. They write up an estimate on one sheet then when you say "yes", they pull out another sheet, write that up and check off all the other things you "NEED" to have to get your pool built.  Their payment plan is carefully worded. You pay a deposit and then an additional deposit for no reason. Words like "amount due upon delivery" are used for pool and liner - it doesn't say 'installed". And on the bottom line where it says amount due upon completion, they scribbled that out so that you will have paid for everything in full by the fourth payment even though everything isn't finished and you still haven't received all the items on the list. They are only interested in your money not making you a satisfied customer. STILL INTERESTED....Read on! From the start when we first meet with the owner (Andy) he was arrogant and only wanted to talk about how great his company was and not listen to what we had to say. A second meeting was set up for him to come back and give us an estimate.  At this meeting I was going to tell him, he needed to listen to what we had to say, and stop interrupting us or we weren't going to use him. He never showed but his partner, Bobby, came in his place. Originally, I liked Bobby he seemed enthusiastic and very interested in getting the job. So we gave the job to them. Once we signed the contract, everything changed.  A week "after"  the job was suppose to start, Bobby shows up at my door with this other guy, Ron, and tells me this guy is going to be doing your pool,  " I'm going to be going away".  I was on my way to the airport so I didn't have time to discuss this, but I told him I was not alright with him handing this job off to someone else, after I had spent hours going over the plans and details with Bobby.  Weeks later Bobby calls me to tell me HE is going to be starting the pool tomorrow. I told him the Water Co has not been there yet to mark out the waterline and he told me that it was ok as they always have a plumber standing by in case they hit it.  I told him no way - I want it marked out before they dig.  It went down hill from there. On the day they came to dig the pool, they never marked out the location, they were just going by some stakes and string I had placed in the yard. There was no transom on site yet, and Bobby was telling the excavator the wrong information about where the finished height of the pool was going to be, I had to step in and explain it to the operator. Then Bobby wanted to put the filter in a location that I didn't want it and told me they were going to rip up my sprinkler lines. I ask him are you going to fix it then?!! He told me oh no we rip them up all the time and it was my responsibility to get them fixed. I told him then you're not putting it there!!  One of the other workers heard us arguing and came over, took my side and said Booby why dont' you do the right thing put it where he wants it and not rip up the sprinkler lines....so finally that's what they did. Next the steel parts of the pool were delivered and he comes up to me and tells me he needs to get a check for the installation of the pool right now because he is leaving and won't be back by the end of the day.  I told him 'No way, you want that check,  you come back when its all put together and I'm satisfied. He left anyway and left the other guy Ron to wait around for the check.  And this was only Day 1!  Everyday after that, things continued to go wrong.  The pool liner came in the wrong size. When the right size finally came in, i had to argue with 3 of them that it was too cold to drop the liner in that day because it was going to be 36 degrees out and in a few days it was going to warm back up to 48 (mid Nov). To top everything off in the middle of all this Bobby takes off on vacation for the rest of the year without another word to me.
Later I was told Ron was suppose to be running the job, but I only saw/spoke with him a few times, basically I was now running my own job!  Finally I called up the owner (Andy) and told him I wanted to meet with him. After a 2 hour meeting where I recounted the string of problems that had gone on, including Ron asking for payment of the liner before it was installed, because he told me he needed the money to make payroll that week.  Andy said he was so sorry and he had no idea this was going on. "Why didn't I call him sooner". My thoughts were, why didn't you come to me to ask how things were going. After all kinds of promises from him about how he was going to do whatever it takes to make me a happy customer, he basically blew me off. There was garbage from them pilled up and blowing around in my yard for weeks. When they came to put the temporary  winter cover on it was too small and left 10' of the pool exposed to dirt. After they opened the pool in LATE spring there was alot of wrinkles, a corner that was pulled too tight and an area where the liner was pulling out of the track. I sent 4 emails and made several phone calls to the owner who had said "deal directly with me, I'll take care of you!"  And he never responded. A month later he pulls up in my driveway unannounced and goes right in the backyard.  After a heated discussion, he tells me someone will come and fix it - 2 weeks later someone did. Andy was more interested in knowing what I was doing around the pool than properly finishing the job I had paid him to do.  I later found out that is because if I used anyone he recommended, he would get a kickback.  It has been 10 months since the pool was installed.  I am still nagging the owner about a Solar Cover, Return jets and the rope and floats he still owes me. I know I have said a lot here, but believe it or not these are only SOME of the things that went wrong.  Westrock could give me back ever penny I gave them and I still would not recommend them.  It is amazing in the aftermath when I share my story with people, how many say, "yeah, I heard that about Westrock". They have a good scam that has worked for them for many years, but like Bernie Madorff, it will eventually catch up with them. I truly regret  having gone with them and I am on a quest to have them feel the same. But if nothing else I hope I can spare someone else the aggravation I went through.

One entire NIGHTMARE!  It began when I signed my contract with Andrew - that was the last time I ever saw him.  I expressed that that was precisely what I did not want - i wanted one contact person so that I don't get "passed around".  There was the first lie.  Ultimately, I could write a novel here about the constant lying, misrepresentation, sloppy work, attitudes of employees, etc.  I signed the contract on May 23rd 2009.  As the "agent" for my pool construction, they were to take care of all the permits and town inspections.  I did not get my initial pool permit to start work until JULY 20th!  That's 2 months from signing - and I, personally ended up getting the permit myself because their paperwork was incomplete, and they wouldn't follow up with my Town Hall in a timely fashion.  They never showed up for inspections.  They never returned my calls.  My pool was supposed to be done by the time they even started.  They didn't even stick around for final inspection.  They were supposed to break ground - so we took off from work.  I asked Bobby to PLEASE call me if he was going to be late.  He never even showed or called that day and we missed work.  This happened a few more times until weeks later, they finally showed up to break ground, we were not there and the landscaper was not there as we had set up.  When I got home the pool was put in on a slant - imagine your pool not being parallel to the house but angled off like 30%!  I argued for 2 hours with the one who called himself the boss on the job (I had never seen him before), he telling me there was nothing he could do and he didn't understand what I was talking about.  We couldn't find any of the Principals of the company (as usual - even though that is written into their contract that there will always be an owner on site - LIES).  I told them to stop and that I was calling the authorities.  All of the sudden he found a way to fix everything.  The pool has never worked properly.  I'm not accusing anybody, but the thought has crossed my mind that they threw debris down the pipes or into the pump because they were so miserable.  Every worker bad mouthed the one before.  It seems that they have a plethora of disgruntled employees...and customers!  They threatened that if we didn't use them for service - that they couldn't guarantee their work.  DO NOT USE THESE RUDE, DISRESPECTFUL AWFUL PEOPLE!!!   unless you like pain

In fairness, I guess part of my disappointment with this company is a general lack of information about the services I hired them to perform - perhaps I assumed too much and they weren't exactly volunteering information about the service.  For the past few years, we've opened our own pool each spring season.  Due to lack of time, we decided to hire someone to do it this year.  First, we were told we were on the schedule for a recent Saturday morning.  When we called that morning to ask about a specific time, we were told they couldn't get to us until between 4p and 5p.  Then they didn't show.  They did show, however, the following Monday when we were at work and no one was home.  They took it upon themselves to access our shed and remove all the pool equipment they needed and they removed the pool cover and hooked up the filter.  No vacuum.  And then they left us a note that our pump motor was seized and we were going to need to replace it.  For $500.  In sum, we hired them to take off the pool cover and pour in some chemicals.  For $350.  I'm not accusing them of sabotaging my pump motor, but I can't say the thought didn't cross my mind because we weren't home.  If I'd like them to come back and vacuum, I have to wait more than week to fit into their schedule.  Basically, it's incredibly disappointing that I paid so much money for such little work - work that was a couple of days late, no less.

They ripped up my yard, including a japanees maple that completeley disapeared, I wasnt home they could have stole it for all I know.  they ripped out the wiring to my outdoor lighting  It took forever, they broke my cement  patio.  They installed the sump pump but not the waste line.  I then had to hire people to fix everything they damaged someone to repour a section of concrete someone to bury the drainage line an electrician for the wiring and if I want a new maple I will have to buy one myself They would not finish the job unless we paid in full first.  they left my yard in a dangerous condition (I have 4 kids) and then demanded final payment in full!! The pump itself never really worked right they kept having to repair it or repalce it now it dosent work at all and is a useless hole in the ground Dont let them on your property!!!

I was told I was going to be able to save the floor underneath the liner resulting in savings. When trying to schedule the work to be finished, they never called me back. I had to wait for them until the following season and because of the exposure to seasons I ended up having to replace the entire pool floor. After I paid them to replace the under floor they had to install a vinyl liner. During this process they got concrete all over my brand new pavers and chipped the pavers that I had just paid to have installed. It took almost 8 months of calling West Rock to fix this mistake. They installed the liner and there were big creases and wrinkles in the liner. At that point the owner said it was my fault because their vacuum stopped working. I gave up and had to hire another company to fix their shoddy work.

I WAS SATISFIED WITH THE WORK THAT THEY DID FOR ME. THERE WERE A FEW PROBLEMS INSTALLING EVERYTHING THE WAY THAT WE WANTED IT, BUT THEY WERE REALLY GOOD ABOUT WORKING WITH US TO GET IT DONE RIGHT.

I HAVE NO COMPLAINTS WHATSOEVER. THEY CAME AND DID THE WORK, AND THEY LEFT WITHOUT A PROBLEM. WHEN THEY WERE DUE TO COME IN, THEY SHOWED UP ON TIME AND DID THE WORK.