Jay-Kem Inc

I’ve never in my life worked with a company with such poor communication. I can’t count how many times in the past year I’ve called only to be met with “we’ll take your number and have Dean give you a call back.” Dean hasn’t returned a single call, and it seems no one else can provide any information. Don’t be stupid like us-TAKE YOUR BUSINESS ELSEWHERE. Spring of 2020, Jay-Kem came out to take a look at our liner and repairs that needed made to our liner track. They provided a verbal estimate, and we were told to get in touch toward the end of the season, and they would replace our liner before closing our pool. Around July 2020, I contacted Jay-Kem about scheduling the repairs and getting our liner ordered. I was told several times on several calls that they would have Dean give me a call, only to never receive one, and then finally we were told it was too late and it would have to be done the following year because they couldn’t get liners in due to COVID. No one had even been out to measure at this point. After several more calls and months to try and get measurements done we finally received liner cost estimates in November 2020. We responded to that email with our liner choice and asked how they preferred we pay. After no response for several days, I called and was told we would receive an invoice. Two months later at the end of January 2021, we still hadn’t received an invoice. I called and spoke to John who told us they required $1,000 to get it ordered and wouldn’t accept full payment until they came to install. We paid the down payment and never heard another word from them. We began calling again in the Spring of 2021 to ask if they ever received our liner or placed the order for it, and of course, we were told again “we don’t know, we’ll leave a message for Dean to call you back.” After no call back, I called a week later to ask the same question, and was told they had the liner, but couldn’t give an estimate on when it would be installed, but “THEY’D TAKE MY NUMBER DOWN FOR DEAN TO CALL ME.” What a joke. A month or so later we’re in June and we receive our first call ever FROM Jay-Kem to tell us they’d be out in a week to do our liner-I reminded them of the repairs that needed made as well. The date rolls around, and they sent one young man (this is a 33,000 gallon in ground that needed metal sheeting repairs) who worked a day and a half removing our liner, and no one has been back in 7 days. They’ve left us in the middle of summer with a drained pool, with no liner, repairs to be made, zero communication, and a steel/concrete in ground pool exposed to the elements. Furious doesn’t begin to cover it. On Friday when no one showed up to work, we called and were told they were having a metal piece fabricated that would be done the following Monday or Tuesday. When no one called or showed up by Tuesday, we called again and were told they would be out Wednesday. Guess who never showed up Wednesday? Seriously, don’t be stupid like us. Take your business elsewhere. We certainly will never work with the company again, and hope our unfortunate time with them is over soon. A little communication and professionalism would’ve gone a long way.

My problem began with the business almost a year ago. My pool cover started jumping the tracks and I contacted the business multiple times to have it fixed. I was told that the repair person would call when he came out to correct the problem. I never received a call from the repair person when he visited. We were between houses in different states so I was not home when they came to do the repairs. I called about the issue at least 5 times and I did receive a bill for repairs. I visited the house a couple of days after receiving the bill just to find the cover still not operating correctly. I contacted the business again and got the same response, they will call me when they come out to repair it. I never received a phone call. I did receive a phone call from John in office several weeks later who started the conversation by saying 'I need to tell my realtor to keep their sticky hands off the pool cover.' I was very offended by the nasty comment and tone of John. That did not seem to be the way to speak to a customer. I explained to him that I had been having issues for months and calling his office but I was never getting return phone calls. At one point I even received a bill for repairing the track. I was out of state so I paid it and when I returned to the house where the pool was a few days later the cover was still off the track. I called the office again and complained I received a bill, paid it, and it is still not fixed. I was told that it would be looked into but instead I received the upsetting call from John. I ended my call with John expecting him to call me back in a couple of days with a quote for repairing the now ripped fabric on the cover. The return phone call like the rest never came in. I called 2-3 weeks later and he gave me an estimate of $350 for the repair. He did volunteer that this would include the cost for shipping it to and from the facility that would be repairing it. I asked about having the cover removed and replaced and was told they would do that. The repair was made and I received a bill for it but it came back at over $1,124.71 not the $350 estimate I was given. I called two weeks ago when the invoice arrived to discuss the issue. I was told I needed to talk to John who was out of the office and he would call me the following week when he returned. I waited all last week and half of this week before I called back. As soon as I questioned the invoice I felt like I was being attacked about questioning it and was not being listened to. I was told it was fair and how much better their cost is than what I would have gotten if I went to their competitor. I am upset that when we spoke the $360 in labor cost and the roughly $375 in shipping costs were not given to me as additional costs. He offered no resolution to the issue just that it is what it is and he's sorry I'm upset.

I have had no problems with this company till they sent me the bill for the pool paint job. The heater went out as well but they wouldn't come out until I had paid the paint job. The bill was double what they quoted me. When I brought the issue to their attention they told me to pay it or they will take me to court. They continue to add 2% a month for interest. They continue to pressure me. I even went out to write a check for $700 to keep good relations and when I got there they had uped the price to $1700. When I met with the owner he was in a hurry and would not explain the charges further. All I want for them to stop harassing us. We do not intend to do business with this company further.