APEX POOLS INC

My wife and I have had a bad experience with Apex, and we need to let others know this can happen. On 3/12/12 we agreed with Apex to have a new pool liner and salt system installed. We paid half upfront to cover the cost of the liner and the rest was due at the completion of the work. The liner and salt system was 'completed' on 4/18/12, but there were wrinkles in the shallow end of the pool. The wrinkles were not 'removed' until early June. During the time between 4/18 and June, Apex was called several times and asked when someone would be available to remove the wrinkles. Not only did it take over a month for someone to come out and work seriously on the wrinkles, it was very frustrating getting someone to return phone calls and set up a time for the work to be done. Actually, the wrinkles were never completely 'removed', and we were told what was remaining should smooth out in the fall. So, the whole wrinkle issue has yet to be resolved. Also, we have experienced an above normal loss of water, (probably due to a leak somewhere) and we needed someone to come investigate. We started notifying Apex of the leak on or about June 6, 2012. Again it was very frustrating to get someone to come out and check it out and to even get calls returned in some cases. When someone did finally check on the pool, they plugged the water returns and left the pool pump off to test the amount of water loss. This was on Tuesday, June 26. I had to remove the plugs and restart my pump so algae would not start growing. When the plugs were set I was told it would probably be Thursday or Friday when someone would be back out for the follow-up. No one came either day, and I then finally found out Friday afternoon the follow-up was scheduled for the next Tuesday, July 3, which is when they were coming back to pressure test the lines. With a known water loss problem, my follow-up to the 6/26 visit should have taken place in the next day or two, not the next week. Apparently, I was told by Doug (one of the owners), they do their scheduling a week out and my follow-up was not planned until after the 6/26 visit. Maybe this is the industry standard; I certainly hope not. If it is not the standard, this is how Apex seems to do it. Suffice it to say, we were not pleased with the level of customer service that we received.

They are pretty dependable and they get the job done.