Banks Blue Valley Pool & Spa

Technician came out - checked the vacuum, said there's your problem - something stuck in the vacuum, removed it and left in about 10 minutes without even checking the filter - which was the reason I had them come out since the pressure would not go below 25 and should be around 15 PSI. Continued to have problems getting the vacuum to work because of the pressure. Sand in the filter was just replaced last year.

Banks built our salt water pool in 2004 and we have used them exclusively for all repairs, opening and closing and major water chemistry issues. From day one their service and workmanship has been excellent. For several years beginning in 2004 their customer service and response time was not so good. But it's obvious they have made changes to both their business and personnel as their customer service is great now and response time much better. Their prices may be high, but they stand by their service and I know they will get the job done correctly. Their store manager is very knowledgeable and I there has never been a time when I needed a product and it was not in stock.

The only thing that was on time about this work were the billing statements. The company was out last fall to give us an estimate on replacing part of our pool decking with flagstone, replacing the coping brick around the pool edge and installing the pool heater. They recommended waiting until spring to start the work and said we would be the first on the list. They did contact us in the early spring to confirm that we were still wanting

10/18/13 Update: After this review reached Banks Pool they reached out to me to acknowledge their unresposiveness and overall poor quality of planning and getting repairs completed in a timely fashion. They have also taken a serious look at their internal processes and found many opportunities for improvements which they are implementing. They also apologized. I believe they are honest in their desire to improve, so I did want to share this with others. As a final test, I have scheduled them to open my pool again next spring and fix another leak that was identified this fall. This will provide a great opportunity to test their new processes and communication procedures. If all goes well, I will be happy to provide a glowing review and update my scoring to all A's. Their treatment of this review has convinced me to give them another chance. I have also upgraded several of their scores to indicate the improvements they have made thus far. I did receive an email later referring me to a leak detection company. After contacting them, we put together a plan to coordinate the draining of the pool by Banks and then subsequent dete tion of the underground leak, and then Banks would do the repairs. Since then, approximately 6 weeks, the pool remains shut down and the leaks not diagnosed or repaired. I have called atleast once a week, and more like 2-3 times a week. Only once have I talked to a person. The calls go to voicemail, no matter what time of day. I request a call back and have never once been called back from those requests. Banks built this pool 20 years ago, and the service over the years has been very difficult if there is a serious problem.

I had been using Banks as my regular pool service company for a year. In general, communication, returning phone calls and showing up on the scheduled day had been challenging for them. The repairmen are pleasant and knowledgeable. For this particular incident the process to repair this part started 6 months prior, it required multiple phone calls from me to remind them I still needed the part for my pool heater. They arrived 24 hours after their appointment time and completed the work. Since I didn't need the heater until this fall I hadn't tested it myself. The heater wouldn't fire up this fall and Banks refused to make good on this problem. They're policy is 90 days to report problems. Don't get anything fixed in the fall, because it won't be guaranteed for the next pool opening

They are constantly getting better. Sometimes we have communication issues but they really are trying to work on it. They are willing to admit their mistakes and they try to work with me.

They were great, but were really booked up and said that they would help me if I could not find somebody else. They said that they would see what they could do to help me over the phone and I think that they are wonderful. I think they are a family owned company and I think they are very good. I just trust them because I worked with them for many years. I have dealt with many pool companies and once I got them I was happy. There is really nothing about them that I was disappointed with.

They did excellent work but it just took them a long time. They were over extended on there estimated time and were very expensive. Would recommend them to other people.