S&R Pool & Spa

S&R Pools is a wonderful companyWe spent the winter with very little water in our pool, and thought we were going to have HUGE problemsKevin assured us that it would be alright, and he was correct! They came in and installed a new linerCost of the liner was great- and Kevin even guided us on getting the most for our moneyThe level of conscientiousness, respect, and professionalism displayed by S&R Pools was above the normIt is comforting to see a company taking pride in their finished productNot only did they do a fantastic job, the follwhen they finished reassured us that all would be fineThrough emails and phone calls, S&R Pools were eager to make sure we were happyWe will not hesitate to call on them again should we need anythingThey are awesome! You should use them too; you won't be disappointedS&R Pools is a terrific pool company!

I have had S&R Pools service my pool for many years now and they are fabulous They come when they say they are going to come, they do what they say they are going to do and they charge me what they say they were going to charge me They replaced my liner this year and what a wonderful experience Everything went as planned Kevin the owner came out, accessed the job, sent the estimate quickly, and then measured the liner after I awarded S&R Pools the job, the liner was then installed and it looks gorgeous! Kevin was very understanding as he appreciated how upset I was with needing a new liner due to a storm damaging it He also recommended a few things that should also be done, without any sale pitches or pressureIn addition, he took the time to answer many of my questions I would recommend them to anyone I even put their sign in my yard for others to have the experience I have had with a reputable company, I know from experience with dealing with another pool company in my early years of pool ownership it was not at all pleasant, but S&R makes it pleasantThey do build relationships, not just pools The owner as well as those who work at this company get to know and understand their customersThey are not the cheapest in the business but they are best As the saying goes, you get what you pay for

Review: Our pool was damaged during Super Storm Sandy and the S and R Pool Company hired to do the clean up / repairs. The liner had to be replaced.

It was poorly installed and I had to request on many occasions for a dangerously jutting out piece of metal from under the liner be fixed. I also asked why there were so many bumps and irregularities in the wall of the pool as they were not there prior to the liner being replaced. The response was that it was not their fault , but as the result of work that was done previously.

There was never a repair done to the pool and never an issue with metal or bulging. They refused to fix the bulges. 2 weeks after my complaint, they finally made effort to make that repair. 3 weeks after the liner install, it began to untuck in various places. I asked that it be fixed and I was told that there was nothing wrong it needed to settle. The liner repairs have yet to be made.

July 3rd the motor was not kicking in. I called and asked what to do. I was told it was dead. How did he know this? I was asked for the model number. I was expecting a call back to let me know the cost of replacement, and an apt to come out for proper diagnosis. I attempted to contact the company several times throughout that day with no response. I was home the entire day. At 5:30 I received an email stating that it was replaced.There was a different motor, but it was not plugged in. I emailed again. I was told I had an electrical issue, not their problem, call an electrician. If the new motor was not working how do we know the old one was not working if it were electrical. There is no electrical issue. They entered my property, replaced my motor, removed my motor from my property with out my permission and threw it in a dumpster. They refuse to provide paperwork on the motor. They refuse to fix the fully paid for liner until the motor is paid for. They have threatened to get my motor from the trash and reinstall it. I did not give permission for this work.Desired Settlement: The liner has to be fully reinspected for any flaws and all repairs have to be made to professional standards. The work has already paid in full.

A proper receipt, warranty information, and literature showing evidence that the unlawfully installed motor is a brand new motor and not a used or refurbished unit .

A proper receipt showing the break down of the cost requested on the invoice must be presented so that I can make payment.

A full explanation as to why only the motor and not the full pump unit was replace needs to be offered in writing. It is my understanding that the units are typically replaced together.

A full explanation as to why a brand new motor was not plugged in and in working order when they left and why I was not informed of what transpired

A written apology for unlawfully entering my property, while I was home and removing my property, (the working motor) without my permission, and installing another motor, without my knowledge or permission.

Business

Response:

[redacted] Contacted us to replace the liner, not the walls of the pool. Her pool is very old and near the end of its useful life. The walls are deteriorating and any flaws or imperfections cannot be corrected for any reasonable price and certainly are not part of a simple liner replacement. She was never told that her walls were anyone previous company's fault. They are simply getting old. Liners come out of the coping all the time especially on new liners because they have not formed memory yet. She called us to tell us the liner came untucked in a small area and we went out and retucked the liner promptly. The liner needs to be retucked again which is no problem and she has been told on more than one occasion that we need to reach a settlement on the motor and it can all be addressed at the same time. We have offered her a 35% discount on motor replacement or to take back the new motor. She has never answered the question. She simply wants a new motor and not pay for it. She claims we were not asked to diagnose the failed motor. How could this be if we asked her the model of the pump to make sure we had the correct motor on the truck in case it needed to be replaced. Secondly why were we at her house if we did not know the motor failed. We just don't stop by clients homes to make sure everything is working fine and discover a faulty motor and just happen to have the right one on the truck. Our guys took it upon themselves to replace the motor for her after determining it was failed. We worked with [redacted] previously and had a great relationship and they thought instead of billing her for a diagnosis call and then coming back to replace the motor which had to be done. They figured they would save her the second call cost. They tried to save her money and do it at the same time . This obviously was not appreciated and has created a problem. We have tried many times through phone calls and numerous emails which I have in my mailbox to settle this issue. We have no problem tucking the liner and agreeing on the motor expense. [redacted] also has another outstanding invoice for a solar cover that was supplied and never paid for. We would like to settle this as quickly as possible.