POOL STOP
About us
Rockwall's premier swimming pool company. We offer new pool construction, weekly cleaning service, equipment repair, and expert pool advice
Business highlights
Services we offer
Factory-Trained & Licensed repair technicians, New pool construction, Remodeling Services including re-plaster and re-tile, Weekly pool maintenance, outdoor kitchens
Amenities
Emergency Services
Yes
Accepted Payment Methods
- CreditCard
| Number of Stars | Image of Distribution | Number of Ratings |
|---|---|---|
| 63% | ||
| 6% | ||
| 13% | ||
| 6% | ||
| 13% |
"Thank you for the rating! We appreciate it- if there's anything we can do, please do not hesitate to ask."
We moved into our new home w a pool not having a clue how to care for it. We paid for the Pool School and decided it was worthwhile to have professionals take care of the weekly maintenance in order to maximize the life of the current plaster and equipment. The regular maintenance guys came out 4 times and never checked the salt levels in the pool. Once the motor/pump & salt cell went out, the repair tech tested the water and found that it was 3 times the normal level. Pool Stop insists they never added salt, and we never added salt so I can only assume that the previous owners added too much salt which is h****** the pool itself and detrimental to the equipment. We feel strongly that Pool Stop should have discovered the salt levels upon their first visit rather than the 5th visit to our home.
We were told that the regular maintenance guys normally check the salt once a month. It seems reasonable that they would have checked it during the first visit to get a baseline measurement of what is going on with the pool. Otherwise, how do they know the state of the pool if they don't test it?
Otherwise, the staff were friendly but we could not excuse the oversight of the salt levels in the pool. We will not be using them again.
"Thank you for the honest review. As the owner, I wanted to confirm my technician's salt readings because there was such a dramatic spread between the original inspection report and my tech's reading. I absolutely appreciate the fact we did not do a baseline measurement on the first trip, there was no point of comparison. I apologize for that. I would still appreciate the opportunity to do a current measure of the salt levels, at no charge of course. As I told (removed member name) in the store, I wanted to make sure that A) my tech's salt reading was accurate (as the testers have to be regularly calibrated), and B) offer to fix the salt levels in a way that was acceptable to you both to lower the salt levels in the pool. I sincerely want to at least make sure your pool is "right" as a way to make it up to you. Please call me at the store if you'd allow us to do that. Sincerely- Harvey Rippy"
- Excellent work. Neat well groomed personnel. Knowledgeable, courteous and respectful
"Thank you for the feedback. Good or bad, it helps us become better at providing service at a level I expect all of my employees to perform to. As soon as the member alerted us that the part was put on without authorization, we immediately credited him the amount of the part and informed him that it was actually under warranty; it was obviously an error on our part and we corrected it immediately. I'm not familiar with the other part he is speaking of, but I have sent an email to the member asking for clarification, and I will be happy to correct anything that may have been at issue. Our customers depend on us to not only clean the pool, but also make sure everything is in working order. We are not perfect, but I expect when an error does occur, we correct the situation immediately. If any of our customers feel we have not lived up to our responsibilities, I welcome them to contact me directly and I would be happy to remedy the situation right away."
I bought the pump myself for $590 and had it here the next day. I called Pool Stop, talked to the same person at approximately 9:30 to schedule a service call. I called back again at 12:30 and 3:30. Each time I asked to schedule a service call and was told the service manager would schedule it and call me back shortly.
It is now late Thursday and I still have not received a call back. I certainly can't give them more than an F for anything since they couldn't do me the courtesy of saying they don't want my business. I did replace the whole pump myself in 2 hours.
I have used the store outlet for parts and chemicals.They have a complete selection of every product I have needed in the past.
"I received this feedback over the weekend, and have spent most of the day today researching it. I found that we confirm appointments the day before the scheduled service date- which usually is within 48 hours. In (member name removed) case, however, we were unable to schedule the call until the following Monday- creating the lag time between initial call and us calling him with the scheduled time of service. I agree with (Member name removed) that our system of follow up is lacking. Thank you (Member name removed) for the feedback. Starting immediately, we will attempt to schedule the service visit when our customers call, and if we cannot, we pledge to call you with the schedule within 4 hours of your initial call (Monday through Friday). I sincerely appreciate the feedback and will continue to monitor our operations for potential process improvements. I attempted to contact (Member name removed) today via phone without success (busy). I will try again tomorrow. Thanks Harvey Rippy Owner"
"On April 3rd, Member called us to quote a one time clean of the pool, to take pictures, and not discuss the prices he paid us with the tenant. When my tech arrived on the 5th (a reasonable day and a half from the initial call), he was asked by the tenant to do additional work that was supposedly approved by Member (the homeowner). The tenant was quite difficult to deal with and my tech did what he thought was the right thing and took care of the customer. He performed the work as requested and did not discuss the original charges with the tenant. In retrospect, our technician should have verified the work authorization with the actual homeowner (and not the tenant) prior to performing the work. At no time was there any filter work done nor did we even touch the filter. The tenant asked my technician what it would cost to fix the filter as it was blowing debris back into the pool, and he mistakenly gave the tenant a rough estimate. I have offered Member a credit of the bill over and above the initial service call fee. He has agreed to those terms. As the work was performed in April he has agreed to make payment as soon as possible."
I would do business with them again.
Licensing
State Contractor License Requirements
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FAQ
Contact Information
838 Steger Towne Dr, Rockwall, TX 75032
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