Capitol Pools & Spa Inc

I didn't like the fact that they made assessments over the phone before they came out to see my pool. I will not use them again in the future

N/A

Would not help me at all prices where way out of line

OVERALL ISSUES: - Service reps do not return phone calls in a timely manner or return calls at all. It typically takes one to two days before you can get a hold of someone. - There scheduled process is in complete disorder. It's a wonder they are still in business. They can't give you a firm date of when they are sending service people. When they actually send someone, they make little attempt to let you know they are accessing your premises. - An "over the phone" vice actual expert assesment was made to replace my liner by service rep Jenny. This resulted in 3200.00 in liner replacement cost. - Service performed was of low quality. They servicemen did not sweep and/or vacuum rocks in the deep end before installing the liner. The liner also does not fit the edges in the shallow end. We were told the liner would "stretch" to form, but after one month, it has not "stretched". Actual events: I had ground water beneath the vinyl liner of my pool at the beginning of Spring and contacted Capitol Pools in Garner to assess whether the issue would be covered under warranty (the liner I had was less than 2 years old, and was installed by Capitol pools - both the liner and labor were still under warranty). Jenny at Capital pools was the service rep I was put in touch with, and was very difficult to get a hold of. After two or three days of unreturned phone calls, I finally reached her and she impatiently assessed that I needed a new liner (without a site visit) and that the only way to get service started was to go ahead and place a deposit. I placed the deposit with the understanding that an assessment of warranty coverage would be made at the site before any work was done. 5 days later, a service rep came to the house without any notification to me, enterend my backyard, tore two huge holes in the liner and installed a drainage hose. No assessment of warranty was made, and since the liner was cut, a new liner needed to be replaced. When I got home, I called Capital pools and spoke with the service rep directly who stated that he thought the pool was repairable, but since a deposit had been made for a new liner, his boss told him to cut into the old liner (voiding any liner warranty). I later spoke with Jen about the incident, and she stated that we wouldn't have been "happy" with any simple repair work, that we would only have been "happy" with a new liner. Obviously this is a decision the customer should have made, don't you think. After the discussion with Jen, a service rep came out (unannounced again and without permission to enter the property) and removed the drainage hose. I then began working with Ben who has agreed to "work with me" on the overall price, discounting me a mere 300.00 of the 3200.00 total cost. I upgraded the professionalism rating from a "F" to a "D" for the discount, but realize I would not have had to replace the liner to begin with if it weren't for poor miscommunication between Jenny and her service rep. Three weeks later, the same service rep came to the premises, and conducted the exact same work that he did three weeks prior (drainage- due to recent rain water,and measurements for the new liner). Apparently the new liner had not even been ordered yet. I was told from the outset that the entire process would take three weeks, and here they are a month after I placed the initial deposit, doing duplicative work to get my liner ordered. Finally, after several repeated phone calls and a couple of weeks, they installed my liner. A couple days later, while cleaning the pool for the first time, I noticed a lump at the bottom of my pool. I dove down and felt several, what appeared to be rocks, undereath the liner, with one rock the size of the tip of my thumb. After several frustrating attempts at trying to reach Jenny, a sales rep transferred me over to her, and she assured me that someone would take a look at the pool. A week passed and I heard nothing, so I called again (it also took several times before I reached her) and she explained to me that she talked to Ben about the issue and he "didn't think the rocks will be a problem". This is same woman who wanted me to discard my original liner for fear that I might get "wrinkles" if we opted to stay with the original liner and that I would not be "happy" with that. Well guess what, I'm not happy with the rocks that are underneath my liner now...To date, they have not looked at my liner or done anything else about it.