Pensacola Pools

My Polaris needed to be repaired and my pool cleaning service recommended Pensacola Pools to me. Entering the store I was impressed. They have anything you could want or need there. The store is spotless. The people i dealt with were professional, helpful and pleasant to deal with. I dropped the unit off and had a "guesstimate" on what the repairs typically are. My unit needed more work than expected so they called me in advance to let me know and get a go-ahead. It was like a new unit when I got it back and has worked flawlessly for three months. I'm very impressed with the store, the people and the way they do business. Will definitely use them again.

First, they were supposed to schedule an appointment after 6 wks. from the order date. I get a call on Monday saying they would be out that same day. No notice whatsoever, but I let the guy come out because Tom said that if they didn't come out, we would be pushed way back on the schedule. He was rude from the beginning. When the two guys showed up that day, they asked where the well point was and I told them EXACTLY where it was. They proceed to poke around the entire pool still looking for the well point. I told them a total of 8 times where the well point was. They said that you never know for sure unless you dig, so I told them my husband could dig when he got back from work. They wanted to reschedule because they said they couldn't find the well point. Finally, the other guy started digging EXACTLY where I had said in the beginning and said "Oh I found the well point". WOW. Was it just because they didn't want to dig out the 6" of dirt -- first impression -- RUDE & LAZY! Then, they said they would come back Wednesday to finish. I talked to Tom and I told him it wasn't a good time and I would rather schedule it when I didn't have other things going on He assured me that it would only be a 1 day job. I repeated 3 times -- are you sure -- one day only? He again assured me that it would be completed in only 1 day. Needless to say, they had to come back Thursday. We let the pool run to the point they said it had to be (about 1/2 way full) but when they showed up, they said that they now had to drain about 8-10 inches of water because they missed a root. They also said that they would eat the cost of the additional water because it was their fault. Also, all while this was going on and because we live on the water, they took it upon themselves to bring their fishing poles and fish out on our dock. They had the nerve to ask us (after the fact) and say, "Ya'll didn't mind our fishing on your dock did you?" What could we say at that point? So, we said that we didn't mind. Then, they said "A lot of people actually mind it". WOW, if other people mind it -- why do they still do it and don't even ask permission? Then I get the bill. it was $400 extra because they had to use their pump. I questioned it and said, that the original quote was misleading because it looked like they might not have to use their pump and if they knew for sure from the beginning, why didn't it just start with the additional $400 in the total quote? I told them I was not happy with that and because of the extra $400 I would definitely want compensation for the additional water. He had the nerve to offer me $5. That's right $5. WOW. Let's just add fuel to the fire. Then the boss man Tom (who conveniently seemed like he was only there to walk around on the dock) had the nerve to start raising his voice at me and negate my dissatisfaction. In the end, they got their money, but I just hope that we don't have any problems afterwards because I suspect that they will be very difficult again. LASTLY, they left a mess and broke one of our sprinkler heads. Tom had the nerve of saying that we were the type of people that would never be happy. Bottom line, if Tom would have (or someone would have) just apologized for the confusion and misunderstanding about the quote, I would have been okay and over looked all the other issues. Instead, these people only wanted to make excuses and throw $5 at me and insult me. They definitely DON'T have the mentality of putting the customer first. Their motto must be CYA and lie till you die!

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Pool looks very nice.

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Pensacola pools sticks to their word. Even though we never used the liner, Pensacola Pools had no problems whatsoever with the return of my liner. It's nice to have companies who stand by their products and their return policies. Thanks for the transaction -- I will be using you in the future!

Pool is great but had some issues due to weather. Havent been abe to swim yet......

I highly recommend them to everyone. They do great work. You want Kevin and his team to dig the pool because he's a perfectionist. Mike is the sales guy and very easy to deal with. He is down to earth, very nice and not pushy.

We have always found Pensacola Pools to be very professional, knowledgeable, and responsive to all of our needs. On a recent service call, they actually followed up (on their own) by doing some research on the history of the construction of our pool. We found their interest and attention to detail to be extraordinary.