Pool & Patio Center, Inc.

"We understand there was an issue with your existing electrical wiring and we are very sorry the new energy-efficient pump was not able to function properly with your existing electrical. As you know, the electrician we recommend is not an employee nor is he our subcontractor, is on vacation and unavailable for your tight time-frame. We are sorry this relationship did not work out, though we are glad we were able to remove the new pump and re-install your old one just a few hours later at no cost to you. This allowed you to maintain proper filtration and circulation, which are vital to ensuring clean, clear, healthy swimming pool water. Our immediate action gives you time to contact your electrician to make the necessary corrections to your wiring if you wish to upgrade to an energy-efficient pump. As we explained, nationally trained and certified pool and spa professionals are only able to perform field service work, such as replacing pool pumps. We cannot perform the duties of a licensed electrician, such as accessing your timer, circuitry or breaker."

"Thank you, [Member name removed], for taking time out of your day to share your experience with Pool & Patio Center."

"Thank you, [Member name removed], for taking the time to share the experience you had with Pool & Patio Center and our installer. Frequently, there is a learning curve with getting a new swimming pool and we strive to make that learning curve as short and as easy as possible. Also, it is not unusual for there to be small adjustments after installation. Thank you, again, for placing your trust in Pool & Patio Center."

"Thank you, [removed members name], for taking time to comment about Pool & Patio Center on Angie's List. Yes, your pool's age, structure and style--along with the manner in which your cement patio was poured--required the coping to be removed in order to install your liner. Don't hesitate to contact us any time you have a question or concern."

"[member name removed], thank you for taking time to share your comments because we really do value your business. Customer comments help us fine-tune our customer service. We do use a subcontractor to install our above ground pools, but as we explained to you and all our above ground pool customers, we give you OUR State of Rhode Island Contractors’ Registration number to list on your building permit so that Pool & Patio Center is responsible for your pool installation (which means that Pool & Patio Center is your contractor). Not all pool companies do this; the reason we do so is to reassure and protect our customers. The gentleman that operated the bobcat was the owner of our installation company (he is 38 years old and is flattered that he looks younger--though he does have younger employees on his crew). He remembers your site well because he recommended that you remove a fence post so that he could avoid the bobcat traveling back and forth over your driveway—which would lessen and limit driveway damage. You did not want to remove the fence post so your decision restricted the bobcat access to only your driveway. I understand your reluctance to do so because your fence post was cemented in. In light of not wanting to remove your fence post, he also gave you the option of using a wheel barrel to move material to your new pool site instead of using the bobcat (which would have lessened his bobcat use over your driveway) but you declined this because there would have been an additional hand-versus-machinery charge (and we all understand that we don’t want any extra charges when we are having work done at our home--including me!). These decisions increased the possibility of driveway damage versus easily fixable lawn damage. Pool & Patio Center tries so hard to make sure our customers are aware of the entire installation process from beginning to end and everything in between. We do this by having an agreement/contract that is legal sized with an additional page which includes bulleted and shaded areas to make it easier to read and understand. Then we have you not only sign the front and back but also initial the ‘sore spots’—like the potential of driveway damage. We actually refer to our agreements as ‘homework’ (because they are so wordy and detailed) but we would rather lose the sale than you not be aware of all the situations that could occur. One of the reasons our agreements are far more thorough and detailed than other pool stores is because we do not want to paint a ‘rosy’ picture of heavy construction equipment causing potential property damage. Nevertheless, in light of all this you were still unprepared for our installation process and we are sorry and frustrated for that because we feel that we did take the proper steps to lessen the chances of property damage. We do understand, however, that when property damage occurs, it comes as a surprise. Sometimes we forget that a bobcat is a piece of heavy construction equipment and the nature of construction equipment is that they can and do cause property damage. We are always joking amongst ourselves that we wish we could invent a way to make bobcats fly! For over 28 years, our customers’ satisfaction has been the foundation of our business. Our goal is that our relationship lasts throughout your pool ownership. There has been a ‘glitch’ in our relationship that we wish didn’t happen and for that we are sorry."

"Thank you [member name removed]."

"Yes, your automatic pool cleaner would have been too expensive to repair ($821.13) and since our automatic cleaners start at $799.00 we felt this repair was not economical so we recommended purchasing a new cleaner."

"Thank you (deleted member name) for such nice comments. Pool & Patio Center does have a Loyalty Program where you can earn points for each dollar you spend. Next time you visit, ask us about our program."

"Thank you [member name removed] for such nice comments."

"Pool & Patio Center greatly cares about our customer relationships and our reputation. Each and every day we strive to make our customer's satisfaction the foundation of our business. Unfortunately, this relationship did not work out. The vast majority of our customers have found that our slogan "Outstanding, Outrageous & Unexpected Customer Service Since 1986" indeed does fulfill their expectations. They also feel that our prices are in line with other knowledgeable, professional pool and hot tub companies."

"We thank [member name removed] and all our customers for taking time to post comments on Angie's List. Even comments that are less than flattering help us help our customers. Our pool openings and closings include 25-30 minutes of cleaning and vacuuming and includes closing chemicals. Pool & Patio Center constantly keeps track of not only competitors' pricing but also their inclusions and exclusions. Most other competitors don't clean and vacuum and some charge extra for adding chemicals."

"Thank you for placing your trust in Pool & Patio Center."

"Thank you for such nice comments."

"Thank you [member name removed]."