Pool City Inc.

We called in the morning and Steve was there in the afternoon. Since he is the one who installed them, he was very familiar with the log system we had, and quickly and efficiently set out cleaning and resetting the logs.

Have never been so disrespected by a company. Went in bought the filter and paid for the labor. They cashed out check before ever scheduling the install. Get it scheduled for two weeks later. My husband a Navy Veteran took PTO to be there when they said they would not one person called or showed up. Finally he called that afternoon their Scheduling Coordinator had left after only being there a couple hours and didn't tell us that morning no one would be out. She knew that morning because the guy didn't show up. The owner knew that morning that we wouldn't get our install done but him not his wife called us to inform. Called Sat they said they would be out but didn't ask if we would be home just assumed. Said that there time is more valuable than mine and my husbands. We had prior commitments on sat so they said they would call on Monday. No phone call all morning so I called in the afternoon. Talked to the scheduling coordinator who never returned our phone calls just asked for them to refund money. She was very rude, unapologetic, and to top it off she hung up on me. Called back she refused to answer. Went in that evening to get my refund and asked to speak to the owner. All the employees stated the owners where not there. Told them that this was very unprofessional that they had wasted our time on Friday. Left and pulling out of parking lot called to see if owner was there. And she was. They had their employees lie to us. We where never caused any type of scene, never talked to them in a manner that would make them do this to us! We have been going there for years. They totally disrespected us and didn't want to take fault for any of it. All they claim is they have been in business for 42 years. I never once was apologized to nor was my husband. I do not recommend anyone purchasing supplies or equipment. You are better off going elsewhere!

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Since this is our first home with a pool, we contacted Pool City to open up the pool. According to the previous owner they installed the pool and have been servicing it for years. They came and opened the pool and never took any time to explain what they were doing or provide any information. Maybe that is the norm, but it was like they were in a hurry to get in and get out. During the opening it was identified that a return line is damaged and leaking and also that the pool liner was coming out of the track in several locations. They said that they would be back to fix the liner and let us know what we could do to get the return line fixed. We never received a call back regarding either of these issues. I contacted them several times to see when they would be back and they kept saying we'll be out in a few days. Since this is the company that installed and has maintained the pool I thought they would be a little more helpful and stand behind their product. Even though I am not the original owner, the previous owner was a long-standing customer and we would have like to carry on with the same company. At this point that probably isn't going to happen as I obtained another pool company to complete the items that needed attention.

Did not use

We had wanted to have a pool installed in our backyard for several years and had done a fair amount of research on what would work best for us. We had several contractors come out and give us estimates on an in-ground salt water pool. We knew pretty much what we wanted and had selected several pool contractors from Angie's List with a grade of A or better. Some of them tried to sell us stuff we didn't need or change our minds on things we had researched thoroughly as in the salt water generator. All were courteous and professional, but we found Chris Newette at Pool City to be more than that. He listened, he has integrity, and he does what he says he will do, and does it on time. It is his company. This was important to us. We had a lot of mature trees and a sloping ground in our backyard and we wanted to install a salt water swimming pool. We love our wooded lot and Chris came out and worked with us to nicely fit it in without taking out more trees than necessary. He was there almost everyday personally making sure everything was right. When we asked him for some additional cement work he gave us a fair price and the work was beautiful. You can tell that his men respect him and work hard for him. When he had a man call in sick he got in the BobCat and got the job done himself. Our pool was installed during the drought, but that didn't stop Chris from finding a way to get the pool filled by driving north to other counties. He really knows the business, he's fair and he takes pride in making sure the work is done right and his customers are satisfied. You cannot ask for better. We love our pool, it is beautiful, and I would highly recommend Chris to anyone thinking about having a pool installed. He has become a family friend to us and we will be using them for years to come.

We had a good experience. They were very friendly and they’re close by. They do what they say they’ll do.

They were good and did great work. They were very quick and efficient and knew what they were doing. They were very responsive to calls; they called me back and told me what was going on. They were able to follow through and followup on the work. Compared to other places, they were lower in price; at the same time, they were not cheap but very competitive. I would rate them highly and would use them again in the future if necessary.

Though there are favorable reviews for this company, our review is based on how this company stands behind their service when they make a mistake. We were the victims of more than one mistake and we weren't as lucky as others in our dealings with Pool City. We are writing this review in the hopes that no one else will have to endure what Pool City has put us through. We had Pool City close our pool and spa in October of 2010 and we just had a reputable pool company open it this past week. Upon opening the cover (both pool and spa) the owner of the pool company informed us that we have to pump out most of the pool water (14,000 gallon pool) and possibly replace the liner due to the poor manner in which the pool was closed. The liner is badly wrinkled, the water is black, it smells like sewer water and the Total Disolved Solids (TDS) reading is an unbelievable 3,800. In spite of the fact that the water was visually clear at the time of closing, we are told that Pool City should have known that the TDS was 3,800 and should never have closed the pool with the water in that condition without at least telling us that it needed to be corrected. Pool City, knowing that we were brand new to pools, closed the pool in that condition anyway. We are told that a Total Dissolved Solid (TDS) reading over 2,000 warrants pumping out the bad water and replacing it because chemicals are basically ineffective when the water quality is that bad. We are at nearly twice that reading. In addition to TDS at 3,800, other findings upon testing the water were: No trace of chlorine at all - Total Combined Chlorine = 0.0 ppm pH 7.9 Hardness 110 ppm Alkalinity 204 ppm Cyanuric Acid 20 ppm TDS 3,800 The Invoice from Pool City shows the following charges for the Pool Closing: $185.00 Pool Closing $50.00 for Spa Closing $21.95 for 4 gallons of antifreeze for Spa $40.00 for chemicals (not sure what / if any were added) $43.95 for 8 gallons antifreeze for Pool $235.00 for labor $348.26 Total Pool City has been very clear with us that they do not stand behind their work, especially when their mistakes are costly. Needless to say, we cannot enjoy our pool this spring because of Pool City and it will cost us thousands of dollars in repairs. Pool City has once again caused us financial harm in the short 6 months that we have done business with them. In addition to the pool and spa closing, we asked that Pool City return our motor and color wheel assembly which they removed for repair from our fiber optic lighting system. Pool City took parts from our swimming pool lighting system to their shop for repair and then admitted that they lost them. After requesting that the service be completed, they emailed us stating that the parts they lost are now obsolete so they cannot be replaced. An email transcript of Pool City's notification to us stating that our non-replaceable part was lost is below: Date: Wed, 9 Mar 2011 08:48:20 -0500 To: Rob Subject: Re: Parts "Rob, I have talked to [technician's name], he said he has looked for the motor and he can not find it. ...We have contacted our distributor and they can not get parts any more, they did look up for the parts and can not get them. The parts are obsolete. Thanks". We then contacted the owner of Pool City to ask if he would intervene and install similar or like parts to replace the ones Pool City lost in order to make us whole. His response was an unfriendly email with a quote for $922.30 plus tax for a new lighting system and the service charge to install it. We were extremely disappointed with the way we were treated by Pool City, especially the owner. We are now out well over $900 for the light system and an estimated $4,000 for a new liner and water replacement because of Pool City and their poor business practices. We will never do business with this company again. We are hopeful that no one else will have a similar outcome when doing business with Pool City, especially if they make a mistake.

Showed up at the scheduled time and completed the job very efficiently in closing our pool for the season. As always, the employees are very polite and courteous and make sure everything is cleaned up and stored when they are finished. Definately recommend this company for all pool service needs.

Liner is fine, just a lot of follow up with them to get it done.

They spent about an hour here and the estimate they gave us was about $25,000.

I like them because one point we had a problem with our pool and the owner was exceptional at making sure that every thing was taken care of. Every time his employees come to open or close the pool, they are very professional and answer all of our questions. One employee by the name Steve is exceptional. I am very comfortable paying that because I know the closing is done correctly and my pipes are going to freeze over the winter. They have opened and closed our pool for nine years and the owner is just phenomenal.

Because we have a large fireplace, we had to go with the larger logs. They had to be ordered and came in a week later. We set up a time for the precision install, (the logs have to be placed in an exact manner) so included in the $829.00 was the $70.00 install fee. They came right on time and the installer knew exactly what needed to be done. We love the fireplace and we have a flip switch to turn it off and on. It is amazing that in no time at all, the family room is toasty warm.

Very good. Couldn't ask for better. They were on time. 2 men worked for about 2 hours to drain and close up my pool. They also installed the winter cover.

This was the first time we had used their services. It went well. They gave us an accurate estimate. We use their services now for winterizing and opening it up in the spring. We are happy with the service.

WE HAD A ''STOCK'' FIREPLACE THAT HAD ORIGINALLY BEEN PURCHASED AT MENARDS. WE WANTED TO ADD GLASS DOORS. WHEN WE WENT TO MENARDS TO PURCHASE THE DOORS, WE COULDN'T GET ANYONE TO HELP US, SO WE WENT TO POOL CITY OF INDIANA IN GREENWOOD, TAKING ALL OF OUR FIREPLACE INSTRUCTIONAL BROCHURES. THEY WERE ABLE TO FIND THE EXACT DOORS THAT WE NEEDED AND ORDERED IT WITHIN ABOUT 15 MINUTES. THE DOORS WERE DELIVERED AND INSTALLED IN ABOUT 3 WEEKS TIME.

THEY DID A GREAT JOB

EVENTUALLY, I HAD A CONVERSATION WITH POOL CITY DURING WHICH I REQUESTED THE INSTALLATION OF A NEW POOL COVER DUE TO THE FACT THAT MY CURRENT COVER WAS OPENED INCORRECTLY IN THE SPRING BY POOL CITY. THEY SUGGESTED TO ME TO REPAIR THE POOL COVER (IN ESSENCE, BAND-AID IT) AND NOT REPLACE IT. THEY INFORMED ME THAT THE COMPANY AND SUBCONTRACTOR HAVE REPAIRED POOL COVERS FOR OTHER CLIENTS WHO HAD PROBLEMS SIMILAR TO MINE. I REQUESTED TO SEE A COVER THAT HAS BEEN REPAIRED BEFORE DECIDING IF THIS WOULD BE ACCEPTABLE. THEY DID NOT CONTACT ME AT ALL; THEREFORE I ASSUMED THIS WAS NOT POSSIBLE. POOL CITY NOT ONLY NEGLECTED TO OPEN THE POOL COVER CORRECTLY, IT ALSO FAILED TO RECOGNIZE AND FIX THE PROBLEM BEFORE THE DAMAGE OCCURRED WHEN IT HAD AMPLE OPPORTUNITY TO DO SO. IN ADDITION, I SENT A LETTER TO POOL CITY ASKING THEM TO REPLACE THE COVER, REMOVE THE PEBBLES UNDER THE LINER AS WELL AS RESET THE LINER PROPERLY BEFORE THE POOL CLOSING. THEY DID NOT MAKE ANY CONTACT WITH ME AT ALL.