Independent Pool Service

Very poor communication & customer service. We used Independent Pool to open our pool this year, and we then attempted to have them perform some pool service for us (fixing a leak) which we ultimately cancelled due to their poor communication & customer service. To start, the pool opening went well. They arrived on time, opened the pool efficiently, and gave us a helpful overview of how to operate & troubleshoot the pool (we just moved into this house). The cost seemed high ($900), but did include some chemicals. Working with them after the opening was where things went wrong… We contacted Independent after we found a leak and were losing water, they couldn’t come out until 2 weeks out—disappointing, but understandable given the time of year. We set an appointment for a Thursday 2 weeks out. The following Thursday (a week prior to our appointment) a technician calls us from our house to get details on the issue. They had accessed our pool shed & tool shed without an appointment, and we were not home for the day. I spoke with the technician and explained the problem and where he could find it. I ended the call expecting a follow-up with what the next steps were or a diagnosis, but I did not hear from him that day. That evening, we also found that they had taken some of our equipment out of our pool shed, and left it sprawled across our pool deck—messy & unprofessional. Not only did we not hear back from the technician that day, but I called the office the following Wednesday (a day prior to our scheduled appointment) to try to understand expectations for the following day (would they need to dig, how long, etc) and the woman who schedules & answers the phone had no record of our appointment and was very confused, even though she was the same person I had spoken with when scheduling the appointments. She had to contact the supervisor/technician and then call me back. They ended up cancelling our appointment for the following day because they didn’t have time on their schedule—even though this appointment had been scheduled for 2 weeks. I was upset, but gave them another shot and scheduled an appointment for the following Thursday. A day before that appointment, they called and said they needed to cancel the appointment AGAIN because they didn’t have time in their schedule for the work. Totally unprofessional. The woman I spoke with said they had to prioritize other customers whose pools were not functional over our work—I could understand this while scheduling out a week in advance, but to continue to cancel a customer’s appointment the day before is very poor customer service. They also had yet to set expectations for the work they needed to do to fix our leak, or the diagnosis. I left the call with another appointment scheduled for the following Wednesday. The day before our scheduled appointment we came home to Dig Safe flags all over our yard—with no prior communication from Independent on what was being done or what to expect. That was the last straw and we cancelled our appointment and will not work with this company again. They lack professional communication and have poor customer service—we are now working with someone who upholds their commitments and keeps us updated. I do not recommend Independent Pool in Woburn.

unknown

Pool closing

JUST FANTASTIC, WHEN THEY DO A JOB IT IS DONE RIGHT.