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September 2024 by Heather Navarro
**BUYER BEWARE**
After trying to rectify this issue, they offered me 50% off a NEW purchase...why would I give them MORE money when it is their mistake and did not inform me?? See the email I sent below. Read the other reviews...
Hello Harvey,
I’m not sure if you were the one who received my online submission, but I want to express my deep dissatisfaction with the experience I’ve had with your company.
We recently launched a pressure washing business and require Sodium Hypochlorite (SH) for our operations. We decided to partner with a local pool supply company and visited your Rockwall location on 8/19/24 around 11:30 am (it was our day off) to inquire about SH. The salesperson, an older gentleman with a white beard, seemed unsure when we asked about SH, so we explained it was essentially chlorine/bleach. He directed us to a product labeled Turbo Shock, a 25lb bucket priced at $159.99, and assured us that its 75% chlorine concentration would suit our needs.
At checkout, the salesperson asked for our name, but since we are new customers, he didn’t find it in the system. At no point did he mention that the product was non-refundable. When we got home, I wanted to confirm that the product would work for our needs before opening it. After doing some research, I discovered that Calcium Hypochlorite (CH), which was in the product we purchased, leaves a white residue when used in pressure washing.
I worked late on Tuesday, Wednesday, and Thursday, so today (Friday), when I had time, I intended to return or exchange the product for the SH we originally sought. I initially called the store using the number listed on Google Maps, but must have pressed the wrong option, as I was connected to a sales representative. After explaining that I needed to return or exchange the product and inquiring whether I needed to bring the receipt or if the store could look up the purchase history, he assured me it shouldn’t be an issue and advised me to call back and select the correct option to speak directly with the store.
When I spoke with the first associate at the store, she informed me that chemicals are non-refundable per store policy. I explained that I had specifically requested SH, not CH, but she mentioned that if I had returned it within a day, they might have been able to help. I then asked to speak with the manager, Brandy, who reiterated that because three days had passed, they couldn’t assist me, citing concerns that "it’s easy to pop off the lid and switch out the product." If it’s indeed that easy to remove the lid without breaking the seal, why can’t the product be verified? Given that it’s a powder, not a liquid, it should be straightforward to identify.
As a first-time customer, I feel let down by your company on four different occasions. Your associates made it clear that retaining $173.19 is more important to them than earning a loyal customer. They showed no interest in reviewing the receipt or account, nor did they care to investigate the product or verify my legitimacy as a customer.
I hope you think back to when your business first started, how $173.19 is not a drop in the bucket for our new business. I am not asking for my money back, only to get the correct product. Please see a picture of the product and receipt attached.
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August 2024 by Mike Riley
This is not the same company as in 2015-2016. Combative and contentious employees. High prices. Horrible service. Just nothing positive to say. Highly recommend doing your due diligence to research and find a better alternative. There are ample such alternatives in the metro area. Try to not make a $100K mistake.
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July 2024 by Kelly B
We recently had a pool installed by Pool Stop and we are very happy with the outcome. The Project Manager (Hunter) was here every day that contractors were here, making sure that everything went smoothly. Communication was easy and efficient. Customer service has been outstanding (Jordan, Brandon, Harvey). We highly recommend Pool Stop for pool installation and service.
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April 2024 by Danna Chapman
Great work on our pool. Perfect design by Thomas, exactly what we wanted. Josh (const. man) and Jordan (pool school) are the best!
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March 2024 by Tosha Gipson
Good customer service. I put a warranty request online. The next morning, someone was out to service my issue. From the start of the pool built and even a year after the completion, everyone has been professional and friendly.
Thank you
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December 2023 by Lee Phillips
Wow. Pool Stop Custom Pools build my 13,300 Gallon pool with decking in less then 30 days. Thanks to the professional work of the whole crew that completed a beautiful looking pool. The leader on the ground was Todd Stoltz and every day he either contacted me or keep the working moving. I have had three pools build and never have I had guy make me feel like he was building his own pool. Special thanks to Rae Daniels for helping me build my second pool with Pool Stop Custom Pools. Thanks to everyone else that helped. P.S Kyle designed of the pool was outstanding.
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November 2023 by Mandy Stewart
Pool Stop came highly recommended from both family and friends so they were our first call. We had a very specific design in mind and Landon worked with us to make it happen and was very patient in answering all of our questions. Once we got started, our Project manager Todd took over and was great. He was very responsive, stayed on top of the schedule, addressed our concerns and regularly checked in. We were pleased with how quickly the project moved along and have been very satisfied with the final product. I have already referred Pool Stop to a friend and will continue to do so!Services: Inground pool installation
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October 2023 by Daryl Coble
Pool Stop was spot on from my initial visit to their design center. Selections were painless and pics and samples were readily available for selections. Todd was our Constuction Manager and he always answered my calls even months after my pool was completed. He was here during every critical phase and always double checked everything. I couldn’t be happier with pool stop and their expert staff to build our forever pool. I had some minor issues after pool was completed and the service department answered/scheduled my issues promptly. I have recommended Pool Stop to numerous friends.
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October 2023 by Stacia Loving
An amazing pool company! You won’t go wrong with them! Highly recommended by a friend and I am so thankful!
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October 2023 by Brian Deeds
Great sale person
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October 2023 by basketball Jr king
Update
1/24/23 Again, our pool apparatus continues to turn off on it's own. Daily we have to ensure that the pump is working. Again, called Poolstop and they referred me to the 3rd party that handles servicing as they sold that portion of the company.
12/6/22 The robotic pool cleaner provided by PoolStop has stopped working. Our fence door to our pool area is not latching.
5/13/22 So, now the filter stopped working again. Called Steve Thompson, was told that the service department doesn't work on the weekend.
Update 4/19/22 - Poolstop determined loose wire caused issue, water filter back to normal.
Update 4/18/22 - water filter stopped working let Poolstop know, let's see how long it takes to get fixed. Update 4/14/22 - almost a week later, gas company came out and installed a bigger gas box to support the new heating system. Gas company said the pool company should have told you this as the current box cannot support a 400k BTU water heater at installation.
Update 4/9/22 - brand new system, 2nd day of usage, pool heater stopped working. A work order was submitted.
Let's see how long it takes them to repair. So tired of this back and forth. Changing my rating back to a 1 star, HUGE inconvenience. Today 4/8/22, I changed my rating from 1 star to a 4 stars. Had it not been my interaction and communication with Terry Smith, I probably would have left as-is. Sometimes the people who interact with customers make a huge difference in how business occurs. It's important to understand, this is a luxury business and some habits will not be tolerated. I am thankful that Terry was there to hash things out.
The following are key points to be aware of...They will NOT provide you an estimate in writing. For the amount of money you are about to spend, who doesn't obtain a few proposals? You are responsible for a NEW sprinkler system and they do not replace any underground cables or fiber optic lines, know upfront before signing. Update 11/16: As of today, I would rate as a 2 and wouldn't recommend their services. However, this may change, we'll see.
Update 11/20: communication is NOT their greatest strength. Today is Saturday and we were about to let our dogs out, glad we didn't. Workers showed up at 7am. We were never notified.
Update Feb 2022: We are going on almost 2 months and still waiting for one of the leuders to be replaced. I am not comfortable providing final payment when the job is not yet complete to standards.
/22 - Shane is not the gentleman to speak to regarding arrangements for plastering, very unprofessional. From 2 stars to one star.
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October 2023 by Reese Anderson
Came in to check the place out, talked with Landon very knowledge and helpful guy.
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October 2023 by Tiffany Gebel (Gyno Gauchos)
Unprofessional and unresponsive. We requested warranty work on our pool vacuum (2nd one purchased from them over years, along with large pool build, chemicals, repairs, etc- long time customer) and was told the request for the part was placed but would take some months to come in due to delays by the manufacturer. This was all confirmed 1-2 months later- just waiting on a part. Then recently, a manager- who never returned my phone call but I caught after several repeat calls- told me that they have no record of our claim and that there was nothing she could or would do to help us. She made it sound like I was bothering her with my calls- for the work I was promised would happen. We will no longer be doing any business with this company nor referring to them.
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October 2023 by Sylvia Aziz
Great, attentive customer service! Thorough at explaining and a great pool selection.
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August 2023 by Stephen Varnell
We’ve never built a pool before and weren’t sure what to expect but from the very first meeting until the pool was full, Pool Stop made this a great experience. Tom (inside sales) was fantastic in helping us design and layout our pool and outdoor kitchen, Stacia, Gaisy (the sales coordinators) were fantastic, Jeremy and Victor (our project managers) we’re incredibly responsive and offered many suggestions and ideas that we incorporated that really make our backyard amazing, and Terry (pool tech) taught us everything we needed to know to take care of and maintain our pool for many years to come!! I have and will continue to be recommending Pool Stop to anyone considering building!! Thanks for everything!!!Services: Inground pool installation
