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Kayak Pools Midwest

845 E 65th St, Indianapolis, Indiana, United States, 46220-1670

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Kayak Pools Midwest Reviews (%countItem)

We love the physical pool itself. We get a lot of compliments on it. We chose to have it put inground, but I believe it would serve better as simply an above ground only pool. There were areas the company could improve on when putting the pool inground, which I advised them of directly. We look forward to many years of use & have heard from other pool suppliers that Kayak is a quality pool.

Kayak Pools Midwest Response • Oct 02, 2020

Thank you Amy for the feedback! We always looking for ways to improve our process and helpful feedback from customers is very much appreciated. We are so happy to hear that you love your pool. We hope you and your family love it for years to come!

We enjoyed the sales team. We really appreciated the structure and engineering of the pools so we ordered one. After we ordered we ran into delays with the manufacturing process. During this process we had a less then satisfactory experience with their business manager, Lesley M. She was rude and insufficient on every level HOWEVER, once her supervisor and later the President of the company was involved they both worked quickly and seamlessly to resolve the issue. For this reason we are giving them a 4 star rating overall and are grateful they could help.

Kayak Pools Midwest Response • Sep 30, 2020

Corey, we are sorry to hear about the frustration you experienced with some of our staff. Your satisfaction is our top priority, so we are very glad to hear that everything was resolved and that you are happy! Thank you.

Overall, not a bad experience. Definitely the best part of our purchase was the great install team. It helped that the crew lived around me. Communication w/ the office wasn't bad, but wish things had gone better for the delivery. We paid our pool in full, w/ very little cash discount, so disappointing that we got the pool installed almost a month after anticipated. Too late to actually use it this year, since salesman convinced us to not get the heater due to our location.

Kayak Pools Midwest Response • Sep 29, 2020

Thank you for the feedback. We are sorry you didn't get your pool when you initially anticipated but thank you for being patient with us through the COVID delays. We are sorry to hear that you felt the salesman didn't offer you enough discounts and convinced you to not get a heater. Our sales associates work hard to save our customers money and likely didn't want you to purchase something you may not use or need. If you would like, we can have someone price out a heater for you, just give us a call and let us know. We would be more than happy to make that happen for you!

We had ups and downs with them. They kept telling us days they would be there and it never happened. I know covid was going on but feel they gave time for that. Paid down on it June 15th got it installed on September 3rd. The installers (Oris crew), were perfect and polite. Every time I had to call to check I was met with somewhat rudeness. I complained and it got a whole lot better. As costumers we knew nothing. We are only asking maybe dumb questions to them but not to us.
I would recommend, just keep in mind, dates are not always what you are told.

Kayak Pools Midwest Response • Sep 29, 2020

Thank you so much for the feedback. We are so sorry that you felt your questions went unanswered or were met with somewhat rude responses. Thank you for letting us so we can work on phone etiquette with our staff. We are always looking for ways to grown and are not perfect but we do work our best to try and be. Thank you for being patient with us during the COVID delays we experienced this season. We are so happy to hear that your installation crew was perfect. We hope you enjoy your Kayak Pool for years to come.

The whole experience, from consultation to installation was smooth and efficient. I can only imagine how difficult it’s been trying to coordinate all the moving parts necessary to complete my pool with everything that’s going on in the world right now. I’d highly recommend this product to anyone thinking of getting a pool.

Kayak Pools Midwest Response • Sep 23, 2020

Thank you so much for the feedback! We are so happy we were able to get your pool installed and get you swimming. Thank you for being patient during this process while we've tried adjusting to the challenges of 2020. We hope you love your pool and enjoy it for years to come!

Pool is great. Everything we wanted. Looks great too. Very happy with the pool.

Kayak Pools Midwest Response • Sep 21, 2020

We are so happy to hear that you are very happy with your pool! We hope you enjoy it for many years to come. Thank you!

We love our Kayak! it really is a vacation in your own backyard and I would recommend this company to anyone considering a pool project. I grew up with a Kayak in the 80's and that family is still swimming in the pool today. I consider mine the new and improved model. We love the full side deck and deep end. Very Happy!

Kayak Pools Midwest Response • Sep 21, 2020

Thank you so much for the feedback! We love to hear that you are enjoying your "new and improved model". It's great to hear that your family is also still swimming in their Kayak Pool from the 80s but they can now also enjoy yours at your home. Kayak truly is a family company and we are so happy to see you have two generations of Kayak Pool owners. Hope you enjoy your Kayak for a very long time!

I think kayak pool is good quality but the people working on the Midwest division are terrible they never get back to you they are not very knowledgeable and they are not honest people to deal with I think their customer service is very poor on a scale or 1 to 10 I give them a negative 3

Kayak Pools Midwest Response • Sep 21, 2020

Henry,
I am sorry that your experience with our customer service department has not been satisfactory. I am disappointed to hear this, as I personally saw to it that you received compensation for the delays you experienced. I also answered numerous calls and emails every day, within the hour, to make sure all of your questions were answered and you were satisfied. Further, I worked with the manufacturer to get you bumped up to the top of the list for your backordered items and had them rush shipped to you. Finally, when you needed a part for your pool, we ordered it the day you requested and did not charge you for it. We have gone above and beyond to redeem your experience here at Kayak and will continue to do so. Thank you and have a great day!

Salesman knowledge and accurate time line need some help but in the end we love our pool. Install team was super friendly and knowledgeable. The pool is beautiful and we haven’t had any complaints.

Kayak Pools Midwest Response • Sep 16, 2020

Thank you so much for your feedback! We are so happy to hear that you love your pool. We have definitely experienced a few unexpected set backs this season but are so happy your pool is installed. We hope you have an amazing day!

The company is quick to get you in a contract without all the details of the pool, install process, and full cost. There is extremely poor communication between employees and to the customers. We tried to reach Lesley, the install manager numerous times. She was always out of the office and would rarely ever respond. I called the office and asked if there was another manager to speak with due to the lack of communication. I spoke with Chelsea, another manager but she stated it was not her department and I would have to wait until Lesley was in. They had us sign parts of the contract but not all the papers in the contract. We were told the pool we wanted would not fit in our yard due to city easement, by Lesley. Then when we decided we did not want the pool because it would not fit or change the deck we wanted, the same Chelsea that told me she could not help me before, started calling and saying it would fit. We said we are no longer interested. She started we had to pay a 15% restock fee because we wanted out of the contract. We never agreed to have them order the pool nor did we ever pay any money for the pool to be ordered. The easiest way to cut the ties from the company was to pay the remaining 15% after our down payment. In our receipt from paying the fee, Chelsea the manager stated the money would be held in an account for us if we decided we wanted the pool. They know damn well they didn’t order the pool and that the 15% we paid was not a restock fee or they wouldn’t “hold” that money for us in an account. This is far from over, we just cut the ties the quickest way for now. I would run as far as you can from this company.

Kayak Pools Midwest Response • Sep 16, 2020

Kira, I am very sorry for the difficulty you experienced getting ahold of someone in our office. We work very hard to be responsive and I do see in your file that Lesley spoke with you 2-3 times every week for almost a month. She worked hard to provide you with numerous different options of pool placement in your backyard, all of which would fit with your easement. I understand that you changed your mind about the pool, however, our contract is clear about our restocking fee. We have a contract in place to protect both parties. We did go ahead and order your pool out of good faith once we confirmed the pool order with you. It looks like you purchased your pool on 7/29 and didn't notify us there was a problem until 8/19. Had we waited to order your pool, that would have caused an additional 3 week delay. We presented you with all options and were going to be able to install the pool the way you wanted in your backyard, so were surprised to hear you changed your mind. Like I mentioned, the funds will always remain on your account if you ever decide to revisit the pool. We would love to get you swimming sometime soon! Thank you and have a great day.

Customer Response • Sep 16, 2020

In regards to the response from Kayak, Lesley did not talk to us 2-3 times per week. I have the proof in phone records and e-mails if anyone would like to see. This company is just trying to save face. They do not hold anyone accountable for their lack of communication and dishonesty. As previously mentioned, we were told by Lesley that the pool we wanted would not fit. We did not sign a contract for the pool options they were trying to push on us just to make a sale.

Kayak Pools Midwest Response • Sep 21, 2020

Kira,
This is the call history we are showing on Lesley's behalf during the pool placement confusion:
- 8/25/2020 at 4:35PM - Lesley spoke with your husband about the easement and asked him to email over more specific information so she could look into it for you guys
- 8/27/2020 at 11:43AM - Lesley determined that the pool will definitely fit, there was just some confusion with the dimensions and Lesley drew several drawings and emailed them over.
- 9/1/2020 at 10:11AM - Lesley called your husband and left a message to touch base on the drawings she sent over because she hadn't heard back.
- 9/4/2020 at 12:24PM - You called and spoke with Lesley saying the drawings she sent over weren't what you wanted and that if she did not do it right you would get a lawyer involved. Lesley redid multiple drawings to your specifications and sent them over.
- 9/8/2020 at 3:50PM - Lesley called you to see if any of the 4 drawings she made and sent over were what you wanted.
- 9/9/2020 at 5:22PM - Chelsea called you to discuss pool placement, she redid the 2 drawings exactly the way your contract states and the way you explained.
- 9/11/2020 at 11:39AM - You emailed back asking for our cancellation policy.
The final pool diagram that we determined would fit just fine in your yard was exactly what you signed a contract for (End Deck) and was the exact placement you requested via the drawing you sent in.

We ordered our kayak pool earlier this summer. There was some initial miscommunication on delivery date for a self installed pool from the salesman, but the rest of the staff and specially Chelsea were helpful along the way. Make sure your salesman calls from a kayak recorded line, so there is a record of the phone call.
Pool was delivered and the delivery driver very nice. The pool put together easily. Parts were easily labeled, organized, had good quality, and in good condition. Along with the detailed installation manual, the YouTube installation video helped. Four deck transitions were the only item that seemed to be missing and those were overnighted to me ASAP.
Now that it’s a wetter part of summer and almost fall. Just waiting for the weather to dry up, so we can put the liner in and start enjoying our pool.

Kayak Pools Midwest Response • Sep 14, 2020

Thank you so much for the feedback! Sorry to hear about the miscommunication at the beginning of this process. We are so happy to hear that the rest was smooth sailing and that we were able to get you the items you needed. It's great to hear you had an easy time installing your Kayak with the resources available. Hope the weather clears up and you are able to finish installing your Kayak Pool! Have a great day!

Great service and highly satisfied with overall experience with Kayak staff.

Kayak Pools Midwest Response • Sep 11, 2020

Thank you so much for your feedback! We are so happy to hear that you are highly satisfied with the overall Kayak experience.

We love the complete package of the Kayak pool with decking and installation included. It is a beautiful pool. We are very happy with it.

Kayak Pools Midwest Response • Sep 10, 2020

Thank you so much for the feedback! We are so happy to hear that you enjoyed your experience and love your Kayak Pool. Have a great rest of your summer!

Kayak Swimming pools are beautiful, durable, easy to order, easy to finance and are installed in just 1 day! From order to installation took 2 months (during Covid-19; may have been quicker without unforeseen delays.) Customer service is top of the line. I was able to communicate easily through every step via email and phone always speaking to the same person!

Kayak Pools Midwest Response • Sep 14, 2020

Thank you so much for the feedback! We are so happy to hear that you love your Kayak. We do try to keep our communication with customers easy by assigning each customer a point of contract, so we are happy this made things easier! Hope you have a great day!

have a hole in a pool that is less than a month old. have tried numerous times to get ahold of someone and to get this issue fixed. The divot that I believe caused the hole was made aware to them one week after installation of pool was told the would send a tech out to look at it. that was the last time I heard from them. no one has ever came out to look at it. it now is almost completely empty.

Kayak Pools Midwest Response • Sep 03, 2020

We were just made aware that there was a divot in ***'s liner today, on 9/3 when he called in and spoke to someone in our service department and we have already arranged for a service tech to be out the very next day (tomorrow) to repair the issue. This is being resolved.

Kayak Pools Midwest Response • Sep 16, 2020

We completely understand. As soon as the liner is delivered we will be out to replace it. We were not aware heaters were going to be on backorder, but were just notified that they are back in stock and the first round will be shipping out in the next 2 weeks. We will continue to keep you updated as we receive information from the manufacturer on the status of your liner and heater. Thank you.

Customer Response • Sep 18, 2020

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.
well another week and no pool fix . i’m just saying if you had this much problems from a new car or any product you own would you or could you ever recommended them to any one or buy that brand product again. I don’t think so

Regards

Pool installers were great. Covid causes expected delays. But they got the job done.

Kayak Pools Midwest Response • Aug 21, 2020

Thank you for the feedback! We are happy our installers were great and able to get your pool installed. Thank you for being patient while we adjusted to continual changes brought on by COVID. Have a great rest of your summer!

We absolutely love our new pool! Slow to get response at times but overall great customer service!

Kayak Pools Midwest Response • Aug 07, 2020

Thank you so much for your feedback! We are always trying to improve our process here at Kayak and provide the best experience possible. Your feedback is extremely helpful, we hope you enjoy your Kayak Pool for many years to come.

Love my Kayak pool. The company was easy to work with, very helpful and friendly. The installers were completely amazing. I would recommend this company to anybody.

Kayak Pools Midwest Response • Aug 07, 2020

We are so happy to hear you had an overall amazing experience with Kayak! We work hard to help all of our customers and provide the best experience possible. We hope you have a wonderful summer with your Kayak Pool!

I purchased a 16ft X 32ft recessed pool from Kayak Pools Midwest 5/4/2020 for ***. Before I could even get my pool ordered Mark requested a down payment. I told him I could put $*** deposit to hold the order. Mark also took my credit card info for this. He told me I would have *** credit when the charges were added up and I made a final payment. My deposit was never credited and no one can find out what happened to my information I gave Mark.
I was charged for items ( gate ***) that were to be included in the pool price. I was charged for *** for FREE installation and *** for ELECTRIC I had installed on my own. I was supposed to get drop in steps I'm still waiting for. The installer thought he was supposed to dig the whole project when I told Kayak I was doing it. I had been asking Leslie at Kayak for the exact measurements I needed for my contractor to dig out the pool since 5/4/2020 . I never got the measurements until I was told the pool was in transit. Then she told me it was 16ft x 32ft plus 2 ft and 2 ft deep so that's what I told my contractor. When the installer called to say he'd be here the next day to install I double checked with him about the measurements again. He told me I needed an extra 8ft dug out because I was having a deck installed. This required me to get a contractor with less than 24 hours notice to dig another 8ft diameter and 2 ft depth hole a few days before July 4 holiday. This cost me almost as much as it did for the original dig. I was told the pool held 13,493 gallons of water when in reality it holds 15,360 gallons. I was wanting to use a water hauling company because I have well water and didn't want to use this in the new pool because of the iron and other sediment in the well water.
The water hauling company I was going to use didn't have this amount of water, plus they needed at least a 10 day notice so I ended up using my well water which was a terrible mess to get clean. The day the installers came out I had a contractor deliver 3.5 yards of clean mason sand. When it was delivered the installers said 3.5 yards wasn't enough so he had to get another load which put his day behind and I had to pay him extra for the additional time, mileage, and sand which he could've had in 1 trip.
I was supposed to get a cover wheel with the winter and solar covers I got, now when I ask about the hose reel they say I didn't order it. Why would I get the covers without getting a reel? My invoice says I was to have swing up ladder and steps and those weren't installed.
When I asked Leslie about these items she told me I was given a discount for being a demo site customer. I asked her why were these prices included in my total price.?
I'm still waiting on the drop in steps. I'm having a knee replacement done and I am unable to get out of my pool without the drop in steps and also my grandson can't touch the bottom. I told Leslie it was imperative I have these steps. I can't even enjoy my pool.
After the pool was installed I got electric installed. When I turned the pump on the hoses were reversely hooked up. I had to call the installer and ask about the issues. He told me not to run the pump and he would be out to fix the problems. This delay made sand come in my pool,my liner stained, alge started growing, and I feel it messed up the filter in the pump. Because of the pump being delayed it cost me a lot in chemicals to get the water balanced from it not being circulated.
Kayak got all their payments for my pool and I'm still waiting on items. It seems they got my money and forgot about customer service.

Kayak Pools Midwest Response • Aug 05, 2020

We have reviewed the information provided by
*** regarding her experience with us. We are sorry that the experience was
not to her expectation. We would like to first address the issue of electrical.
Initially, she had requested that Kayak do the electric, so it was signed into the
contract that Kayak would be handling the electric. On 4/30/2020, ***
requested that we remove the cost of electrical and said she would handle this
on her own. We have attached the official "Change of Work Order" which outlines that the electrical was
removed from the contract and the cost of the electrical was also removed. Next, we would like to address the issue of
digging. On 5/4/2020, *** had requested to complete her own dig with her
own contractor. She was sent a waiver because we highly suggest using our
contracts to complete the dig correctly the first time. This waiver was sent in
acknowledgement that we do not suggest customers complete their own dig.
However, we can’t force our customers to use the services we provide. Closer to
the installation, *** was provided with the dig requirements for her pool
to be installed on 6/24/2020, her pool was delivered on 6/26/2020, and the pool
was installed on 6/30/2020. While the customer insists that she was only given
24 hours’ notice, we did try providing the dig information to her on multiple
occasions and any issues that were caused by the dig would have been resolved
if the customer had used out contractors for the dig like we very strongly
suggested.*** did not purchase her pool from us for
$35,061. The total cost paid by *** was $32,191 because we removed the cost
of the electrical fees, dig fees, and free installation. This does not include
any of the additional discounts that *** was given. The pool ***
purchased retails for $38,770, but was sold to her for $32,191. We did not end
up collecting a Down Payment from *** because we made multiple changes to
the cost of the pool following the contracts initial sign date. At the time of
the initial signing, there was a *** down payment agreed upon, however, those
do not process until the pool is ordered. Instead of taking multiple payments
from *** to order the pool, *** paid the total cost to order of $8,700
on 4/28/2020. Next, I would like to address the issue with the
well water. In our contract, we specifically state that we require customers to
order water if they are on well water because it causes issues with the pool.
*** chose to go with a company that required more notice, however, we can
not control which company a customer chooses to go with for water delivery if
they do not choose to pay for our services to arrange the water for them. When
well water is used it can cause issues in the pool like the issues ***
mentioned with algae and discoloration of the pool liner. As for the issue with
the sand, we calculate exactly how much sand each pool needs. If a customer
chooses to handle their own sand, we cannot control how much sand a customer
orders. With the size and type of pool ordered, 3.5 yards of sand would have
been sufficient and would have left extra sand unused. We also give customers
all of this information during their checklist and do weekly check ins to
ensure the customer is aware of what is needed to have their pool installed. Lastly, *** addresses issues with items that
have not yet been delivered. We apologized that things are on backorder at
this time, but that is completely out of our control. We are working as hard as we can to try and get these items sent to
customers as soon as they are completed, but we have no control over how quickly the manufacturer restocks items. While *** did mention that she
needed these things to fully enjoy her pool, we did let her know they were on
backorder. If she wanted to delay her pool installation, we could have
accommodated that, however, that was never brought up by *** therefore we
moved forward as normal.As soon as the additional parts are in, they will be sent to *** in order for everything to be completely finished.

Kayak Pools Midwest Response • Aug 17, 2020

You
did ask for the measurements and they were provided to you. In fact, you spoke
with the head of our service department on multiple occasions to discuss the
measurements. There is no reason we would only tell you to dig the additional
for the 2ft walk around and not mention the additional needed for your deck. We
understand the digging portion can be confusing, which is why we typically suggest customers
have us complete this during installation. We know there is the potential for
error. Again, with the sand, we have never had this be an issue with customers
and customers almost always have a lot of extra sand so if the correct amount
was ordered and delivered, there should have been no issue.

We
also give customers the option for which date they are wanting to have their
pool installed. When the installer called to schedule your installation, if you
knew you needed 10-14 days to schedule your water, you could have discussed
this with our installers to pick a different day that would fit into that time frame for
you. While we do try installing our pools as soon as possible, if you were not
ready because of your water delivery or needing to dig out the area more, you
could have told the installers that you were not ready at that time. The
installer would have been more than happy to schedule a date that worked best
for you. We always ask that anything that needs completed on your end is
completed or ready before we install the pool.

Per
your original contract and the updated contract, you agreed to do the original dig
which means you were never charged for this. The
installer did have to work around the dirt that was dug up by the company you
hired though because the excess dirt was left around the outside of where the
pool was going to be put. The additional time it took for this installation was
affected by having to work around this and the delay in additional sand that
needed to be ordered. Can you please provide us some information on why you feel you were
double charged for anything? All the documentation we have and that you were
provided with does not show anything listed for being charged twice. We aren’t
entirely sure where this information would be coming from and have tried
providing you with all proof that we have showing that you were not over
charged for any of the items or services you purchased. I’m sorry if we
were not clear about items being on backorder, we are working on getting any
items you have not yet received to you as soon as possible. We do hope you
enjoy your summer with your Kayak Pool.

Customer Response • Aug 25, 2020

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Regards

Just had the pool installed. Low maintenance so far and a lot of fun.

Kayak Pools Midwest Response • Aug 05, 2020

Thank you so much for the feedback! We are so happy to hear that your enjoying your Kayak Pool.

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Address: 845 E 65th St, Indianapolis, Indiana, United States, 46220-1670

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