Kayak Pools Midwest Reviews (%countItem)
Kayak Pools Midwest Rating
Address: 845 E 65th St, Indianapolis, Indiana, United States, 46220-1670
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My Kayak pool is awesome!!! My kids swim almost every day. I opened and closed my pool for the first time all by myself with the assistance of their great customer service reps and videos online! They are always available and ready to assist!
Thank you so much for your feedback! We are so happy you were able to open and close your pool. Our staff are always happy to help. Have a great summer with your Kayak Pool!
Kayak pools are well built and easy to maintain. Good experience all the way to completion!
We are so happy to here that you are enjoying your Kayak Pool! Thank you so much!
Kayak Pools installed our pool last fall from start of excavation to us filling it up in under 5hours! I was absolutely amazed! We love our Kayak Pool tremendously. The entire process was very smooth and their employees could not have been any more professional!
Thank you so much for the feedback! We are so happy you had a pleasant experience with Kayak. We are happy to hear the installation was quick and easy. We hope you are enjoying your first summer with your Kayak Pool.
Excellent customer service! We love our new pool. Would recommend them to anyone wanting a good pool and staff that work to accommodate you.
Thank you so much for the feedback, Amy. We are happy we were able to accommodate you to provide you with the pool of your dreams!
We absolutely love our Kayak pool! We had our Kayak Pool Installed in Sept 2019. From Start to Finish the initial sales call, delivery and installation went very smoothly and quickly. The installers were knowledgeable, friendly and helpful. The pool is everything they said it would be!!! The overall experience was excellent!!!
Heidi, we are so happy to hear that your experience with Kayak was excellent! We hope you are enjoying your pool. Have a great summer!
When we first started this process, before Kayak Pools received their money, the company was extremely helpful and called us everyday wanting their money and to start the process. The guy who came to our house and was "selling the pool and giving every little detail" said he would be there the day of install to make sure their employees put the pool in how we wanted it. He's name is Justin E. After we paid for the pool straight out right.... the company went silent, no calls, no date the would install, its like they got their money and no longer cared about the customer. We called almost everyday to try to make an appointment for them to come. My wife and I work on the road so every time the company set us a date to start the process we would make it home and then they would cancel, this caused us to fall behind making money because they would do this to us every other week. They finally came to deliver all of our pool equipment liner, ladder, etc. but the guy came on the truck was alone and did not have help so, my family and I had to help him unload it all. Then come to find out it had to sit in our yard until they decided to come which was scary for us because we live in town and did not want anyone to steal the things we had already paid for or the weather to get to them. Which come to find out they did not even give us the right ladder for our pool so we had to use the one they gave us to get up on the deck and this has two sharp pieces which is very dangerous for my family. Eventually, we got the crew of workers on our property but, this was not the end of our troubles. The crew came and "ordered the machine to dig with" they got the wrong one then, proceeded to tell us that they would not be able to install our pool because they could not dig the hole properly. As my wife and I were already home and had already paid for this pool, my son and I proceeded to dig the hole that night with our own small tractor. They come back the next day and say they can do it "mind you they are the ones we supposedly paid to put this pool in... which was supposed to be a one day installation in the first place".. so they got paid to do something we had to do or we was not receiving what we had already bought which we genuinely did not mind because we thought we were receiving a pool we could swim in for at least the next 10-20 years without any trouble . Then they came back the next day and the crew we had was in a hurry and I could tell because the deck boards were crooked. I had bought the whole crew pizza for lunch in hopes they would slow down and try to correct the problem. Then they still were in a hurry so then I politely asked the crew leader if he could straighten the boards on the deck because I noticed it was a fixable problem. When I did so they guy immediately started cussing me out and said he was done working and I asked him not to talk to me like that one my property so they left and said they were not coming back.... at this point most of it was done (but done halfway) but they left with all the bolts we had already paid for to be able to try to finish the pool ourselves. So we had to order some bolts and try to put the rest of our fence up. At this point we just want our pool done right, we started this process and sign the papers on July 5th 2019 and was not able to get it them to start digging the hole until September 25, 2019, we were upset because by the time we were done going back and forth it was the end of summer. We have tried endlessly to resolve this whole situation with the company but are getting no where.. they said they could not do anything at all.. we were supposed to even get a promotional sign to put in our yard so we could advertise this to other people and receive money for referring them if they decided to get one and they said we could get up to $500.00 or more.. but in the condition our pool is in we think that is why we are not getting this opportunity. Although we have alot of people that stop on the road or even come knock on our door to ask us about our pool and are really interested, so we could be helping the company out if they would let us do so. We desperately hope that this can be solved in a proper way.
We acknowledge that we did experience delivery
and installation delays as the customer stated. Delivery did experience delays
due to weather which was expressed to customer on 8/30/2019, 9/4/2019,
9/11/2019, and 9/16/2019. Delivery was made on 9/18/2019. During the
installation, customer was insistent on being involved in the installation
process. Per installer during the installation “Installer told customer the
ground was too wet to dig due to weather, customer told him to hand dig it.
Installer informed customer he wasn’t going to do that and he was going to wait
for it to dry and come back and dig the hole correctly with the appropriate equipment. Customer insisted on digging himself.” and “Installer had to
return to jobsite on Saturday to install the fencing and Customer was taking
everything down around the pool- i.e. aprons and bolts. Installer informed
customer that he was not done with everything and customer said “that this is
his property and he can do what he wants”. Customer was very rude to installer
the entire process- hovering over him and telling him what to do. Installer
walked off of the job since customer wanted to complete it himself and told installer to get off of his property.” We were
unable to complete installation as scheduled due to intoxication of customer
and behaviors following customers intoxication including threats to workers and
customer cussing at workers.
Following this incident, the customer did contact
us on 10/2/2019 and 10/22/2019 wanting us to pay him since he claims he installed the
pool and not our installers. On 11/11/2019, Quality Control Manager spoke with
customer regarding his concerns and told him she would discuss with
installation and service department ways to resolve concerns. On 11/12/2019,
followed up with customer and informed him in spring we would send a tech out
to repair his corner steps that are falling out and bring stainless steel nuts
and bolts that were left off a few spots on pool, service called on 11/12/2019
to confirm work order for spring.On 3/9/2020, we called to update the customer that we would be
calling in a few weeks to get process started. Customer was concerned about
paying for more water, told customer were would see what needs to be done and
may cover the cost of water. On 3/23/2020, customer called confused thinking he
had an appointment schedule for Wednesday, we informed him we wouldn’t be
scheduling anything until closer to April depending on weather but would call
back to schedule with him due to COVID shutdowns. On 4/2/2020, service sent email to follow up with
customer and touch base. No response was received from customer until 6/12/2020
when customer reported warping in the decking.
Solution we have provided: We have created a work
order for someone to go out and look at the pool to see what needs completed or
repaired on the pool. Work order has been submitted to our service tech who will be scheduling a date to go out to customer's property.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We do not agree with these statements at all! First of all from the beginning Justin E our salesman said “that pool would be installed exactly where we wanted it and how we wanted it and that he would be here to ensure of these things” he in fact did not show up at all. But, these are the only reason we picked this company because we thought we could trust in them to make it an easy process. They are making me out to be a bad person when I did not even say those things. I in fact did not tell the crew to hand dig the hole they were going to give up and said that “they were sorry because they were not going to be able to install the pool in our yard at all and didn’t know how we were going to get our money back” so I politely said I would try to do it for them to see if we could salvage this process because they also said we would get paid for it “money off pool”. Then I was not taking everything down when they showed up on that Saturday I showed them that the deck was crooked and politely asked if they could fix it and the installer immediately blew up and said “do not touch my f word work and said he was leaving” I didn’t cuss them out, I don’t even cuss at all. I had some family and friends over for lunch that day for proof when this happened. I did not say I could do what I want to his response I said “this is my property so please don’t speak to me that way”. And he left. We were confused because we had bought the whole crew lunch and everything. Kayak pools did call us to let us know we had an appointment phone records can prove that. The company also said if we dug the hole we would get money back that we had already paid because why would they get to keep the money that was supposed to included them digging the whole. To their solution we do not accept because we frankly can’t trust that they will call us they are just trying to let this die off and it’s not right because we paid to have a nice pool not one that’s falling apart right in front of our eyes and it has not even been a year. We love the pool just want to know that they are honestly going to try to help us, we are good people and work hard for what we have, we don’t just have this type of money laying around to get another one. They recently called us and said that would call us back on Monday and it haa already been two weeks. The installer was not very professional about his work at all
and when we went to Kayak Pools for help thinking that we would be important to them they
treated us just as bad as the installer.
Regards
First, I would like to address the issue with the salesman
not being present during installation. Our sales department is not generally
present for installation because we try to have our installers handle the
installation since that is their specialty. We are sorry if that Is something
the salesperson said they would do, however, that was never mentioned during
this process as an expectation from the customer and we were not made aware of this until now. Justin has been working with Kayak for several years now and he has never once installed a pool, so I really do not believe he would say that. As for making sure the pool is in the location the customer wants,
the installers do go over this with each customer before beginning the
installation process to make sure the pool is in the location the customer
wants, in addition to the fact that there is a lot diagram on file Second, the claim that our installer stated “they were
sorry because they were not going to be able to install the pool in our yard at
all” is completely false. At Kayak there are very few reasons we wouldn’t be able to install a pool
at all and none of those apply to Mr.s yard, therefore there is no reason
an installer would say this to Mr.. The “hole” that Mr. dug ended up
adding additional work for our crew because it was not done correctly which is
why we are not able to give any form of discount or refund. The crew completed
the dig and releveled the ground after fixing the issues caused by Mr.s
digging. That first day of installation was stopped because of the behavior
displayed by Mr.. We ordered the additional equipment needed to complete
the installation which was when the dig was completed, and the installation was
supposed to be completed. The fencing was not able to be installed correctly
due to Mr. telling our installers to leave and he proceeded to “install
it” himself. Third, we do have phone records of Mr. calling Lesley to
apologize for his behavior during the installation process. He spoke with Lesley multiple times, admitting that he kicked our installers off his
property and cussed at them. We returned to his property to complete the job
because he apologized. Lastly, we did create a work order to complete the repairs
needed for the pool. We are working with our installers to have them contact
Mr. to schedule the installation. We did not move forward sooner because
we had not heard back from him about the issues he reported. However, we have
full intentions of repairing Mr.s pool because we have ordered the parts
necessary in anticipation that repairs may need to be made because that often
happens with self-installation. Generally, with our manufacturer’s warranty, customer errors
would not be covered by the warranty. However, we are planning on covering the
cost of repair for Mr. because we do understand that this is not a typical
situation. We are covering this in hopes to that we can show Mr. that we
do have the best intentions and want their pool to be the backyard vacation
they have dreamed of.
Simplicity! I love that my Kayak pool is literally maintenance free. I am a first time pool owner and am very pleased that I went with Kayak.
It is fabulous I have an above ground pool with a deep end and it looks great,I closed it late last year and it was easier than I have done any pool I knew of and this year when I opened it in late april all I did was remove the winter cover and let it filter for 3 -5 days before I had the water tested, and it was perfect , I have only added 1 bag of pool salt and nothing else but enjoy the pool with my 5 Grandkids, Two thumbs up so far. I love the deck around it and I added a composite deck to connect it to my patio which makes very nice to get in and out of.
I had my pool installed with Kayak at the end of last summer. I am absolutely impressed with how the installation process went! Great communication and steps for the installation preparation were clearly provided. Once the pool pieces were delivered and they came out to get it installed, it was done and ready to go in two days! The crew took the time to go through the opening, closing and seasonal maintenance very thoroughly. Very simple, low maintenance and VERY efficient filter system. I’m very happy with our purchase! I love every feature of our Kayak Pool!
Welcome to the Kayak family! We are so happy to hear that your experience was enjoyable and that we were able to provide clear communication during the process. We hope you are able to enjoy and create memories with your Kayak Pool for years to come!
Love feeling safe in my own backyard with our kayak pool! The quality is top notch for almost maintenance free.
Brenda, we are so happy to hear that you are enjoying your pool and feel safe in your own backyard! Thank you so much for the feedback and we hope you continue enjoying summer days with your pool!
We purchased a pool back in October and paid Kayak Pools in full.( $24,629.00 ) We were missing a Solar Cover and reel for the pool in which we were informed this was on back order and we would receive and have these 2 items installed well before the pool season. I started contacting the business manager back in April to let her know we have not received the merchandise. After several e-mails and calls that were made that were unanswered, I reached another person at Kayak Pools an informed me she would have the business manager reach out to me. She did that evening and told me she would make sure the items would be shipped. I received the merchandise within a week but still have not been installed. I received a response that she would make sure the installers would contact me right away. 10 days later, I still have not received a call to have the solar cover installed. The reason we made this purchase, the pool was maintenance free and that the solar cover would keep the water warm especially during the early and late pool seasons. We have yet to enjoy this investment as we continue to get broken promises.
I understand your frustration that you have not received your solar cover yet. Unfortunately, the item has been on backorder, we have been doing everything possible to get it ordered for you. Once it was ordered, due to unforseen delays surrounding the coronavirus, there is very little we can do to speed the process up. We have done our very best to be attentive, answer your questions, and move things along as best we can. At this point the item has been ordered and we are are contacting service techs throughout the entire Midwest to try and get someone to come install it for you as soon as possible. We do apologize for the delay, truly, it was never our intention, however, there has been very little we can do about it considering the circumstances.
We are reviewing your file and have multiple people in the office doing everything possible to get this scheduled as soon as possible.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
I have attached the latest e-mails from the Business Manager *** M that was sent to me on May 8th and May 19th with regards to the installation of the Solar Reel and Solar Cover. There has been 2 promises to have the installation set up and these promises have not been kept.
From: *** M <***@kayakpoolsmidwest.com>
Sent: Friday, May 08, 2020 9:31 AMTo: ***.netSubject: RE: Kayak Pools-- Please respondOf course. I will have our service tech reach out to you to
get that installed. Please give him at least a week to get you on the schedule.
From: *** M
<***@kayakpoolsmidwest.com> Sent: Tuesday, May 19, 2020 12:17 PMTo: ***.netSubject: RE: Kayak Pools-- Please respond***-Thank you for letting me know that the installer has not
called you. I will call him today and have you put on the schedule ASAP. Why are you not able to open the pool? I do know that we
need to install the solar reel, but is there something else as well? ***
M***Business
Manager
***
M***Business
Manager
***
M***Business
Manager
Regards
We have been working our hardest despite government shutdowns and restrictions to get your solar cover installed just as soon as we can. I have attached the most recent emails between you and *** and it looks like your installation was scheduled for today. Our installers should be out there now getting that solar cover installed for you as we speak. We are sorry there was a delay, however, our hands were tied due to shutdowns and restrictions. We did our very best to get someone out as soon as possible.
We are glad this issue was able to be resolved! Thanks, ***!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
They had 6 months to put the Solar Reel and Cover on my pool. To use Covid-19 as an excuse is just not acceptable. The work has now been completed as of Friday 5/29 but just don't accept their response.
Regards
Kayak pools in 5 words; refreshing, quality, professional, safe, and beautiful!
We are so happy to hear that you are happy with your experience with Kayak Pools. We are so honored to here that we are able to provide a refreshing, quality, professional, safe, and beautiful experience for our customers. We hope you have a great summer with your Kayak Pool! Thank you!
This has been a wonderful experience! Even though Mother Nature delayed the install, this company was so pleasant to work with to get our pool in the ground and ready!! Thank you to everyone at Kayak Pools Midwest, especially Lesley, for always answering our questions!!!
We are so happy to hear that you had a wonderful experience here with Kayak Pools! I'm happy we were able to answer all of your questions and get you a pool you and your family can enjoy for years to come! Thank you!
Installed late in the fall so we haven’t been able to enjoy yet , but really looking forward to this year . Communication during the installation was a bit delayed but once we got ahold of people , staff was very kind and helpful
We love our Kayak pool. The filter system is low maintenance like they said it would be. My only complaint is we should have gotten their biggest pool. The Scotts
We had our Kayak pool installed late fall of 2019. Fortunately, we had a few unseasonably warm days after installation so we got to take a couple of swims. We are looking forward to our first full summer this year!
We Love our pool! Everything from the initial sales call, delivery and installation went smoothly and quickly. The installers were knowledgeable, friendly and helpful. The overall experience has been great.
Everyone was very professional and helpful. Our family hopes to enjoy many wonderful years with our pool.
Thank you for your help with this Kayak!!
The ordering and install was quick and efficient. The "pool school" could have been a little more detailed and in depth for a new pool owner. I am hoping the closing process is easier as the years go on too. I have not opened the pool yet or used it for an entire swim season at this point. I will definitely be upgrading to the loop-loc pool cover when it is time to close again.
Many issues that the sales rep said were not true. Hopefully things will go well in spring when installation is supposed to occur.