Coolwater Pool & Spa

Crooks, unprofessional, lazy, unresponsive and clueless Waste of time and resources

Horrible experience! I would NEVER use them again! My Home Warranty Co called them out because my pool pump went out on 6/18/ I had to call them times before I reached them to schedule No one EVER answers the phone! No one EVER calls me back! They took the pump and by the time they came back my pool was totally greenThey rebuilt the pump times in one month and it STILL doesn't work I finally called my Hm Warranty Co and insisted they send out another company The new company called me the next morning - came out the same day, put on a replacement pump to get my pool up and running, fixed the pump and installed it this morning and it works fine - hour turn around!

Our home warranty company assigned this company to fix our pool problems We submitted our request on Wednesday at noon On Friday we had not heard from the company, so we called and left a voicemail Monday morning we left another voicemail No one ever responded to our messages or attempted to contact us We called the home warranty company Monday afternoon and asked that a new company be dispatched The new company called us within an hour to schedule the visit DO NOT USE THIS COMPANY!

My home warranty company (First American Home Warranty) dispatched Cool Water Pools to my home on a Friday; the technician barely listened to my description of my issues and said he would file the paperwork and wait for authorization to proceed I asked when I could expect a call back and he said 3-business days I asked why so long and he said they are very busy would prefers to lower expectations Wednesday came and went...no call I contacted First American and they attempted to contact Cool Water Pools...only received vmail It's now Friday and no call I have contacted First American and filed a complaint; I expressed my dissatisfaction with their service provider They offered to contact the pool company again and only received the company's voice mail service Note: I left Cool Water Pools a voice mail message stating my displeasure and that I was proceeding with a complaint and a request for another service provider

We had used their services through our home warranty programThey partially completed the work order (replacing the salt cell but not the timer) The first part of our order was completed on August 1, Immediately after they replaced the cell, the control board was saying there was no flow We soon started having algae problems and I immediately started calling them I followwith emails and called and emailed them daily for two weeks (subsequently, ten emails between August 4th and August 14th with just as many unreturned phone calls) trying to get someone out to resolve the problem August 13th a representative came out to finish our work order and replace our timerAfter sending and leaving more frustrating emails and phone calls on the 14th, stating, "I don't know what to do here with youI have left countless messages, sent multiple emails and I have gotten no whereWhat do I need to do to get this resolved? I am sorry to be such a pest, but if I don't get a response and someone to come out by tomorrow to fix the cell, I'll have to find another course of action to get this resolved." I finally received a response telling me a service manager would be out on the 15th to look at our pool and the no flow problem***, one of the co-owners came out and told us immediately we needed a flow switch for our pool He looked at the controls and told us that it must have been worn out After receiving a $estimate from them, and talking to the local pool supply store (and them telling us what to check), we realized that the jack for the flow switch was unplugged What is even more interesting, is that the service representatives from Coolwater Pools and Spa all are the only people that have come to work on the pool and would have unplugged any parts to the controls (and the flow switch)When the service manager (co-owner, ***) was out "diagnosing" the problemHe looked at the control box and told us immediately told us we needed a flow switch He didn't notice the cord for the flow switch was unplugged and didn't even check the connectionsAs soon as we plugged this in last night, the salt cell started generating and this morning is running perfectlyThere are no problems with the flow It is generatingBe warned of their horrible customer service and deceptive service/sales practices

Our home warranty company assigned this company to fix our pool problems. We submitted our request on Wednesday at noon. On Friday we had not heard from the company, so we called and left a voicemail. Monday morning we left another voicemail. No one ever responded to our messages or attempted to contact us. We called the home warranty company Monday afternoon and asked that a new company be dispatched. The new company called us within an hour to schedule the visit. DO NOT USE THIS COMPANY!

Horrible experience! I would NEVER use them again! My Home Warranty Co called them out because my pool pump went out on 6/18/14 I had to call them 5 times before I reached them to schedule. No one EVER answers the phone! No one EVER calls me back! They took the pump and by the time they came back my pool was totally green. They rebuilt the pump 3 times in one month and it STILL doesn't work.
I finally called my Hm Warranty Co and insisted they send out another company.
The new company called me the next morning - came out the same day, put on a replacement pump to get my pool up and running, fixed the pump and installed it this morning and it works fine - 48 hour turn around!

Crooks, unprofessional, lazy, unresponsive and clueless. Waste of time and resources.

Horrible experience! I would NEVER use them again! My Home Warranty Co called them out because my pool pump went out on 6/18/14 I had to call them 5 times before I reached them to schedule. No one EVER answers the phone! No one EVER calls me back! They took the pump and by the time they came back my pool was totally green. They rebuilt the pump 3 times in one month and it STILL doesn't work.

I finally called my Hm Warranty Co and insisted they send out another company.

The new company called me the next morning - came out the same day, put on a replacement pump to get my pool up and running, fixed the pump and installed it this morning and it works fine - 48 hour turn around!

My home warranty company (First American Home Warranty) dispatched Cool Water Pools to my home on a Friday; the technician barely listened to my description of my issues and said he would file the paperwork and wait for authorization to proceed. I asked when I could expect a call back and he said 3-4 business days. I asked why so long and he said they are very busy would prefers to lower expectations. Wednesday came and went...no call. I contacted First American and they attempted to contact Cool Water Pools...only received vmail. It's now Friday and no call. I have contacted First American and filed a complaint; I expressed my dissatisfaction with their service provider. They offered to contact the pool company again and only received the company's voice mail service. Note: I left Cool Water Pools a voice mail message stating my displeasure and that I was proceeding with a complaint and a request for another service provider.

We had used their services through our home warranty program. They partially completed the work order (replacing the salt cell but not the timer). The first part of our order was completed on August 1, 2014. Immediately after they replaced the cell, the control board was saying there was no flow. We soon started having algae problems and I immediately started calling them. I followed-up with emails and called and emailed them daily for two weeks (subsequently, ten emails between August 4th and August 14th with just as many unreturned phone calls) trying to get someone out to resolve the problem. August 13th a representative came out to finish our work order and replace our timer.
After sending and leaving more frustrating emails and phone calls on the 14th, stating, "I don't know what to do here with you. I have left countless messages, sent multiple emails and I have gotten no where. What do I need to do to get this resolved? I am sorry to be such a pest, but if I don't get a response and someone to come out by tomorrow to fix the cell, I'll have to find another course of action to get this resolved." I finally received a response telling me a service manager would be out on the 15th to look at our pool and the no flow problem.
[redacted], one of the co-owners came out and told us immediately we needed a flow switch for our pool. He looked at the controls and told us that it must have been worn out. After receiving a $260 estimate from them, and talking to the local pool supply store (and them telling us what to check), we realized that the jack for the flow switch was unplugged. What is even more interesting, is that the service representatives from Coolwater Pools and Spa all are the only people that have come to work on the pool and would have unplugged any parts to the controls (and the flow switch).
When the service manager (co-owner, [redacted]) was out "diagnosing" the problem. He looked at the control box and told us immediately told us we needed a flow switch. He didn't notice the cord for the flow switch was unplugged and didn't even check the connections.
As soon as we plugged this in last night, the salt cell started generating and this morning is running perfectly. There are no problems with the flow. It is generating.
Be warned of their horrible customer service and deceptive service/sales practices.

Crooks, unprofessional, lazy, unresponsive and clueless. Waste of time and resources.

Our home warranty company assigned this company to fix our pool problems. We submitted our request on Wednesday at noon. On Friday we had not heard from the company, so we called and left a voicemail. Monday morning we left another voicemail. No one ever responded to our messages or attempted to contact us. We called the home warranty company Monday afternoon and asked that a new company be dispatched. The new company called us within an hour to schedule the visit. DO NOT USE THIS COMPANY!

this is truly the worst company I have ever done business with!! They were dispatched to our house on August 19th 2014 and it is September 5th and they still have not fixed the problem! they have been to the house 5 or 6 times & every tech or office personnel that I have dealt with is totally incompetent!