Hometown Pools LLC

Called on a Monday for a quote to replace in ground pool liner and to close the pool for the season. I was advised someone would be at the home that afternoon and would leave the quote at the residence. I went home and did not find a quote around the property or the pool area. I called the next morning and the office worker advised me she will check and get back to me. She called me back to say they didn't make it the day before but would be coming out to the house either Tuesday or Wednesday. Again, I came home and did not find a quote. I called again Thursday and I was told there was some storms and maybe that's why, but the office employee wasn't sure and she said she will make some phone calls to find out why and get back to me. I had called another company for a quote and they were coming out Friday. On Friday when I came home, I found two quotes waiting for me. One quote was from this company. I was pleased with the way the quote was written with the details and the price was great! We decided to go with Hometown pools although we had communication problems. We drove to the company to put down our deposit and scheduled a day to have the pool liner replaced. We asked if they had any samples of the pool liners. The customer service rep said, no...she was sorry. We looked around the store and found the pool liner samples and advised the rep that we found them and wanted her to know in case someone else asked for them in the future. The contractors came over to drain our pool so when I returned home after work I expected the pool to be empty. Only about 3 inches was drained and since it was after hours, I had to wait until the next day to find out what the issue were. I again had to make a phone call to the company to find out the detials. I was advised by the same customer service rep that the contractors didn't bring a long enough hose and they were draining the pool on the lawn, they noticed it was flooding our neighbor's basemet so they had to STOP draining the pool I was not happy at this time because we just purchased our home not even 6 weeks prior to this happening and we didn't even meet our new neighbors and now they are telling me they flooded the basement. I was asking, how much water, how did they get the water out? What happens now? I was told I would get a call back. I just want to say with all of this going on nobody from the company called me! I had to initiate every phone call to find out what was going on when it should have been the company. Later that afternoon, they actually called me back to say, they noticed my neighbors garden started bubbling and they stopped draining the pool BEFORE it actually flooded the basement. That was a relief but I was streesed for a few hours until these details were shared. The work was that was completed was professonally done and we are happy with that. I just think the customer service area needs major improvements.