Terry Pool Co Inc

Unhelpful at the very least. More accurately characterized as hostile.

It was a display of unwarranted and nasty unprofessionalism

They've always treated us like family and know us both by name. On this occasion, my pool cover motor and parts had become all corroded and horrible, causing the pool cover itself to tear from the bindings and sink into the pool, ONE WEEK BEFORE MY 40TH BIRTHDAY PARTY. They actually cared about me and this 'first world problem' and fixed it quickly and beautifully so I could have the pool-centered shindig my husband had worked so hard to plan for me.

I have never encountered another company that has an owner who is so rude and arrogant. I will no longer do business with them. He has no interest in my business or, seemingly, that of anyone.

unknown

Today I caught one of the workers relieving himself in my yard and confronted him about it. I also saw other workers going off behind my house, which led me to investigate in the first place.

Terry Pool constructed my pool and has maintained it for me for several years. They do a great job and have always been reliable.

We have a salt water pool and our electronic chlorine generator is not working properly yet still under warranty. The pool company (an independent) who installed our new pool equipment is no longer in business. Therefore, I went to the generator manufacturer's web site to find who services these items. They listed 2 pool companies. Since Terry Pools was listed I called them. I was told by Terry Pools they only service THEIR current customer base only and are not taking on any new business. So don't call them if you are a new customer needing service. Even if your pool part is under warranty and the manufacturer lists them as a service provider. I have also contacted the manufacturer regarding this issue.

Overall it was one of the most mortifying customer service displays I have ever seen. I specifically joined Angie's List to review Terry Pool Co. Ms. Terry asked if I still wanted them to come out and do the work. After I answered no is when the conversation really took off. I was trying to talk with Ms. Terry and get some questions answered when she told me to "hush-up for a second and listen". As I was listening to her tell me about a mailer they had sent out in March for pool opening scheduling and that they had been so busy working 12-hour days they couldn't get us in. She even had the audacity to ask me if I knew what it was even like to work 12-hour days. After letting her know I actually work 24-hour shifts at the firehouse Ms. Terry states "Wow, you're Great, I'm going to write that down!!" I would have been a lot more accepting of Ms. Terry's stance on the mailer if she would have told us that from the beginning and not strung us along for 3 weeks. We were trying to open my now recently deceased father-in-law's pool and obviously no one ever saw a single mailer from TPC, because if it wasn't a bill it was overlooked. I was however able to get a hold of a couple other companies that said they would take the time to walk me through the actual process of opening the pool ourselves. But after trying to do this we were unsuccessful because I realized TPC takes your filters at the end of the season so you have to call them back in the spring and they take your cover so you have to call back for closing. That is why when last minute she told us to find someone else Ms. Terry knew full well we couldn't because they had a very important piece of the puzzle. I also realize that that is why Ms. Terry feels that she can talk to anyone however she pleases because they have certain people stuck who don't realize they can go get their own stuff and try another company. After a couple of insults thrown my direction I told her that I want the filters back in a timely fashion so we can finally get the pool opened after 3 weeks of waiting. That is when she hung up on me the first time. I then called back and stated "Ms. Terry I need the filters back today", she immediately hung up on me again. And the third time I tried to call back someone just piked up the phone and dropped it right back on the receiver. I am just concerned because a company that fits in this tight niche thinks they can act how they please and blatantly insult their customers. I couldn't imagine how they treat a new customer. I would never recommend Terry Pool Co to anyone. Advanced Water Wings and Leslie's Pool were in constant contact with us all weekend trying to help as much as possible.

I called Terry Pools when our filter began making funny noices and was told someone would be out immediately. That didn't happen. I waited, knowing that they are busy this tiime of year, and called a second time, again I was told someone would be out and that I would get a phone call. Neither happened. I called again this morning, nearly a month after the pool was opened and my first call. I explained that I'd never gotten a response, and being a long time customer expected one. I told them if I didn't get a response today I'd take our business elsewehere. The lady on the phone got mad and I was told in no uncertain terms to take our business elsewhere because it is May and didn't I know they were busy!!!! This is no way to run a business!!! If they treat all of their customers the way they treated me they won't have to worry about being busy for too much longer!!!!!!!!!!

After they closed our pool last year, they were hired to re-open it in the spring. We had a date set and they decided to reschedule it and blamed it on our payment not being on time. Well, our payment was there well before the date they claim and I couldn't get anybody to talk to me about it. Then, they wouldn't let me talk to "Mrs. Terry." I told them that if they didn't get out and open the pool immediately, they would lose the build job on my new house and they said that was my choice. What a bunch of fools.

They have been very difficult to work with. We knew the pool needed the work and we wanted them to get going on it right away. We questioned them about re-filling the pool and how they would get the water to the pool and they became very angry with us. All we wanted to do was make sure no heavy equipment would go across the lawn and they stopped showing up. We cannot get them to return our calls and are filling our pool with a hose and looking for another pool service.

HORRIBLE! Carl Terry (owner) was a nightmare to do business with from the start. We contracted him to build us a deep pool w/diving board (we have 3 sons). What he dug was a sport pool (3ft, then 5ft, then 3ft), which was totally unacceptable and NOT what we signed a contract for. He says, no this is what our plans say and then realizing his costly mistake, he and his wife Lee try to convince us to keep the sport pool that we would get more use out of it. HA! Yea, you tell that to 3 kids who want to dive in all day long! Anyway, he phones my husband to say we need to sit down and figure out what to do here. My husband was out of town and basically Terry changes his mind, realizes how much money he has already lost, due to his errors, and comes by the house later that day. He rings the doorbell, my 7 year old son answers. Terry says, "Here, give this to your Mom" and hands him $20,000 worth of checks! I run upstairs and catch him as he is walking away and say, "What are you doing?" He said, "I'm done. Go call Blue Haven Pool and have them build your pool!!!!!" Doesn't even want to discuss this issue with us, acts like a little kid, and runs away. I have NEVER been treated so bad by a business in my life! After signing our contract back in January, what we have in our backyard is a huge dirt pit and NO pool. Luckily, we have found a more reputable company called Classic Pool to do the job right.

Horrible from the beginning. These are the rudest most unhelpful people I have ever dealt with. Refused to discuss options, tell me what they did ( they leave a statement somewhere on property that I would occasionally find blowing around my yard). Last year and this year had a horrible time clearing up the pool after opening. I tried to find out if they had cleaned my filter with the opening /closing ( something several other pool companies assure me should be standard procedure)- initially told me you do not clean DE pool filters then rudely hung up on me. When pressed, they told me I had to check my statement which I had to tearfully explain I never found- finally told me it was not done on opening, but done on closing. I had another company come out to clean my filter 5 days after opening and it was filthy- they told me there was no way it had been cleaned on closing and then opened and had it backwashed twice and it could be so full of debris. They also are notorious at only using and charging astronomical prices for their own products. This opening, I had several gallons of pool sanitizer, 5lbs of chlorine sticks and 25lbs of shock that they did not touch- instead using their own products to the tune of $300!. The previous year they had told me I had a leak in the filter and needed to replace part of it for over$400- when I asked to speak to someone about the rational of replacing only a part to a dated filter instead of replacing the total filter and getting some type of warranty( instead of spending even more money and down time being nickled and dimed in piece by piece)- they yelled at me and refused to even discuss it. At the time I was at their mercy and let them do whatever it took to get the pool up and running. If you have a bottomless pocketbook and don't ask any questions, this may be the company for you. If you care about being treated like a paying customer, having questions answered, and do care about cost RUN don't walk to ANYONE else. Multiple thousand dollars later I would have given anything for someone to have told me what uncivilized people these were from the beginning and saved me all this $, frustration and down time in going to another service provider. I never knew whether to scream or cry after talking to the rude receptionists- usually did both. I was told by other people that is just the way they treat you and kept thinking they were the ones that knew the pool so I should stick to them, learned a very expensive. Anxiety producing lesson that I should never talk to them again. Also can't schedule anything- they do it when they want. I tried to be there when they serviced my pool so could ask questions.

Terry Pools built our pool approximately 15 years ago and have done our service the entire time. Each year, their responsiveness and quality of work has decreased, requiring me to call repeatedly and resubmit service requests. I think the experienced people in the company know what they are doing, but the service techs they send to the house do not. I had requested a new cover the end of last season and was told to call in Feb. 2008 to "remind" them. I did this. When we requested they come and open the pool in April, the cover was not ready. We also discovered the water was black which I attribute to improper chemical additives when they closed the pool last season. The service man told us they would need to totally drain and clean the pool which they did. I asked them to fill it. Had to call several times to get that done. They finally made it. Had to call several times to get the cover installed. Finally got that done. When I arrived home that night, the cover did not work. Called the next morning to report the issue. I was told that it was working when they left. They hung up on me. Had to call several times for the deck repair. They only repaired one of the two areas I requested. When the equipment was finally started up, there was no pressure in the system and the jets at the bottom of the pool were not working. I turned off the system and I called and explained the situation. They came out, never opened the pool and said the jets werent working because the system was off. I had to call yet again and explain the problem. The owner yelled at me, told me he was "done with me" and would come out, repair the problem, charge me $2,000 and would not come out again. Then, he hung up on me one last time. All told, we spent $5,000 and our pool is still not functioning properly.

I have to admit that I was a little nervous about using this vendor due to some of the negative reviews on the page. We wanted to use them to close our pool as we have a gunite pool and they installed our pool with the previous owners (some other pool services have had problems with our pool as it seems they aren't as experienced with gunite). My only problem with them was that they were not very responsive in returning my calls as a new customers to initially schedule the service. Once we got over that hurdle, they were great. We called the third week in October to schedule our pool to be closed. She told me there was a 2-3 week wait (but every other pool company had that long of a wait) but we went ahead and scheduled it. In less than five days they called me and left a message that they would be out the following day to close our pool. The woman in the office gave me an estimate of $400 for closing our pool but the final bill actually cam in a little lower at $369.

Very difficult to schedule service. Do not return calls or follow up. Do not show up when scheduled.

It took a while for them to agree to do our pool, because they were backed up. However, once they did it, we were quite pleased. They were trying to fit us in between others and actually did it quicker than promised. Quality was really good and we are now using them for bi-weekly pool service and they have been reliable and good.

unknown

IT WAS VERY HARD TO GET THEM TO AGREE TO DO THE WORK, BUT THEY HAVE BEAT THE SCHEDULE AND HAVE BEEN VERY NICE TO WORK WITH.

THIS IS THE FIFTH YEAR WE HAVE USED TERRY TO OPEN AND CLOSE OUR POOL. THE SERVICE HAS DECLINED EACH YEAR - AND THE OPENING THIS YEAR WAS TOTALLY UNSATISFACTORY. I SENT PHOTOS AND A LETTER DESCRIBING MY DISSATISFACTION (DIDN'T ASK FOR A DISCOUNT OR REFUND). A MONTH LATER I RECEIVED A LETTER WITH A HALF-HEARTED ''SORRY YOU WERE DISSATISFIED'' AND SHIRKING ALL RESPONSIBILITY FOR THE ITEMS I COMPLAINED ABOUT. THEY CLAIM THEY RECEIVE VERY FEW COMPLAINTS, BUT I HAVE FOUND SEVERAL OTHERS WHO HAVE HAD SIMILAR EXPERIENCES SINCE I HAVE BEEN TALKING ABOUT THIS ISSUE WITH FRIENDS AND NEIGHBORS.

HE IS GOOD!

POOL CONSTRUCTION/MAINTENANCE, VERY POOR CUSTOMER SERVICE.

RUDE; WOULD NOT RETURN CALLS.

CARL TERRY VERY DIFFIFCULT TO WORK WITH. SPA STILL LEAKS.