Rising Sun Pools & Spas

We bought an above ground salt pool in 1/2021. We signed an Installation questionnaire which did not say we needed to mount the salt box. Never during the purchase was this mount mentioned, was not mentioned during the review of the purchase, and when we were getting ready for installation, we were only told to get an underground electrical set up near the pool (which we did). Rising Sun installed the salt box on the ground without any mention of it. When we went to turn on our pool in 4/2022, the pool was not working. The team came to look and said it should not have been installed on the ground, and when we opened the box, it was filled with water. After the team left, we noticed our electrical box post was now broken as well. A manager would not address the broken electrical unit other than saying, "it was not mentioned in the teams report that they broke it.". Regarding the installation of the salt box on the ground, they pointed to small verbiage in the contract that said it would need to be mounted, but this was not pointed out or mentioned during the entire process. It seems unreasonable that no other guidance was given and should have been caught by the consumer from a document in January and installed in May. It has been a very frustrating experience for us. This is my first time ever complaining about a company on a review so hopefully this shows I do not make this post lightly.

Wish I could give them a complete review, however we never got to that point. I've called several times over 3 weeks about putting in a pool, spoken with their very nice assistant Skylar on 2 if not 3 occasions. Was told their designer Chip, would be in contact each time. Well after three+ weeks, He still hasn't been. I don't mind if a company is busy and can't get to a project, heck I had one company flat out tell me they were looking at completions for next June, a year out. And I was in no rush either. But at the very least have the courtesy of calling me back and telling me when we can sit down to have a discussion. Selecting a contractor 101, if you can't get a hold of them in the beginning, how do you think it will go once they have your money?? Best of luck to the rest of you.

The service guy was fine and he gave us several tips on cleaning and maintaining our pool that was extra and has turned out to be good advice. Trying to schedule them to come out to our home was a nightmare. We could never get anybody to answer the phone and when we left a message they didn't return our calls. The cost of the cleaning materials seemed very high and they charged us an extra travel fee just to come to our home - no other company has ever charged us this fee. Will not be using them in the future.

Still dealing with them. Getting nowhere.

Rising Sun Pools and Spas Inc are okay, I guess. We have used them for years. They have always been prompt and responsible. This year when they put the pump in, they put the ladder in wrong. They came out again, and it still is not right. They left some debris. We were supposed to get a discount, and we did not get the discounted we wanted. After the last time they came out, we told them to not bother coming out again, we would just fix the ladder ourselves. Over all through the years they have been pretty good, just had a bad year with them. We will use them again.

I trust them and respect them They do great work.

Overall, seems to be going well. Salt system install went fine. Will update when they replace the heater part.

Generally, any problems, they come out to fix. We take equipment to them as well. Very reliable and have been in business for a long time. Even though they have become quite busy and take longer to respond, we can trust them.

I have used Rising Sun Pools since I purchased my home in 2009. Rising Sun was the original installers and had been the go-to place for the previous homeowner for the 9 or so years the pool had been in. They provide free water testing and the service technicians that come to the house are always fabulous. It's why I have continued to use them despite my aggravations. They schedule their service by week, they call and tell you Friday the week before what day they will come out. It could be they will arrive the next Monday. I marked higher for punctuality b/c their techs do arrive on the day they tell you. That's great if your schedule permits short notice to be at home or off. Where for me I have loose animals in the backyard and prefer keeping my property locked to prevent kids or anyone from accessing my property. I also prefer to be around when any service is done around my house. Every opening or closing I have asked for them to try and provide more specifics earlier, so i can coordinate with work and other contractors. I typically attempt to coordinate other contractors around their schedule to minimize the time I have to take off from work. Amazingly, I can get 3 other contractors lined up and ready for me to pick a day - which is the day I wait for Rising Sun to tell me, however courtesy would be to give them more notice. I called again earlier in the week asked if they could give me a day. I was told no but they would speak with someone and get back to me. They didn't call. I called again next day, provided specifics on my pool filter and asked again for a day, said they would pull and have someone call back. In the meantime, i called other providers on Angie's List. This morning I was irritated as I need to give other contractors notice for their schedules, I called a competitor from Angie's List, they were thrilled to schedule me on my desired day next week. I hope they do well, i will rate them after service. I call Rising Sun, which I don't understand their call tree when you dial for service you always get a floor person who just transfers you anyway, got the service department and gave them my name and number. She asked if i was calling to get my scheduled day and I said and quot;no, i am calling to cancel, I have someone else who scheduled me.and quot; Their response was, and quot;Sure we will pull your order for youand quot; and that was end of the call. Honestly, I guess they are so busy they aren't worried if they can't schedule a day for me. I guess they weren't interested in retaining me. I am not sure. I figured they would apologize for not being able to meet my needs - i can understand that. I can say I don't feel my business is valued. I hope the other provider does well and appreciates my business. I appreciate that they will schedule in advance on a particular day. The thing is I know the pool is going to need a new liner and some other work in a year or two. I will give my business to those who do well, have time for me, and APPRECIATE my business. I will likely give rising sun other chances, they are knowledgeable and have good techs - i just wish they would offer some alternative. The thing is I would pay a premium if they would meet my needs to schedule a particular day. This schedule method they use must work fine for most of their customers. But for me, not so much. Maybe other members will find this helpful.

My experience with them was fairly good. They were prompt the last time. I have had bad experiences with them in the past. I didn't pay anything because it was a warranty service. I would suggest others to get everything in writing and to read the contract. I don't buy my products from them. But I use them for water testing because it is a free service.

I think they are excellent! They are honest, they have excellent integrity, and they are very good at what they do. I highly recommend Rising Sun to others!

The guys they sent out really went above and beyond. They took a look at my other pool equipment and saw other things that I needed. Our pool was actually a foreclosure property that had been setting for two years. They did a fantastic job of cleaning everything up. They were just super, super great. There was a table and lounge chairs at the bottom of the pool; it was really gross. They were helpful with my budget. I couldn't pay all the costs up front but they did 3 months same as cash. It took them a month to bill it, so it was really like 4 months, which was really helpful in kind of starting a new house from scratch. It helped to have that leeway in paying. I shopped around a little bit. It was a big job and I thought it was worth every penny. They were really busy but I had tried to call them right when they were closing. They were fantastic.

They kept changing our scheduled time to install the spa. We were able to accommodate them. Then, they ended up having to drain our pool and move it because they did not have the cover installed. They were having a plumber coming one day, an installer the next. We called and asked them if we could fill it up with water before the cover was installed. They assured us we could. When the installer came out to install the cover, he said he couldn't do it because it had water in it. We drained the pool again. He called in and told the woman at the store the situation and she was very rude to me on the phone, even though we had been changing our appoint times to accommodate them. They told the electrician what size the pool was going to be, he dug a trench into our patio where he put the grounding wire. He assured us that the trench would be covered by the pool, but it shows all the way around. They never showed us in a clear way how to take care of it - there was no book or manual provided for the first week. The first guy came out and just dumped some chlorine in, he never checked the filters. The water was really dirty and warm. I was paying them $45 a week to clean it. They finally came out last Friday and drained and cleaned the pool, making us feel as if this whole mess was our fault. When I first called in and told her about our problems, she was very irritated with us. They are not very customer friendly.

The experience was very nice from start to finish. From our salesman "Skip" to the guys who actually installed and did all the hard work we say thank you. They took the time when doing the rough grade to go the extra mile in putting the backfill dirt where I wanted it. Unfortunately once the pool was complete and ready to swim in it got COLD. I was in in once! We went back and had them install a cover and winterize it in November so once April gets here we will have them come back out to start it up for the summer. Great people to work with. Now if we can only get them to give us a great deal on the slide we want....

They always check on the progress of the work and make sure it is completed on time. They do quality work and sell quality products. They are very helpful and friendly in the store as well.

I was looking for someone to install a resort type pool because I am disabled and knew it was going to be my last pool. Since it was going to be my last pool I wanted it to be a cement pool, with the options I wanted they cost too much. I decided to go back to the liner type pool and checked with several companies. Rising Sun told me they could give me some of the options I wanted. They were going to install 8 fountains at $500 a piece. Once they installed the plumbing they said it would be $1500 a piece. I received a quote from them stating it would be $500. The quality of their work was terrible. When they installed the wall, to back fill it, they crushed one of the walls. Instead of taking it out and replacing it, they used Bondo to straighten it out. They told me I could pay to have the pool filled or I could use my water hose, I decided to use my hose, water got behind the liner and the liner started floating. They should have known this. A worker came out, pulled the liner away from the wall and crawled under it and dug the cement/vermiculite that was around the drains and when he was thru, he put it beside the pool and left it. We went out with hoes and picks and couldn't get it straighted around. Our neighbor came with a rototiller and got it up. They wanted to know if they could put their trucks by the pool and I told them they could but they couldn't drive across my front lawn because of water lines. They filled in part of my ditch. The first they did was drive across my front lawn. They were supposed to remove the dirt from the ditch when they left. I had to rent a backhoe to grate all the cement myself. They put in tile on the top portion of the pool and they didn't do it properly. They were supposed to put an expansion joint between the coping and the grout, they didn't and since the grout is softer the grout crumbled away. I told them about it and they came out, he used a screw driver to get the grout out. He filled the grout in by leaning over the pool. By the time he was finished my pool looked like chocolate milk because it was brown grout. It took me three weeks to fix that. They still haven't fixed the problem, the grout is cracking and falling out again. They didn't put in the expansion joint again. They recommended contractors, but there was only 1 contractor for cement work. I tried calling the cement contractor and they never returned my call. When I called Rising Sun Pools, they gave me JW Concrete and said he was experienced. When I contacted JW, he told me he wasn't experienced but was getting a free pool from doing it. Rising Sun denies that they had anything to do with JW Concrete. I made the concrete contractor stop because it was a bad job and called Rising Sun. THey told me they would have any problems corrected. They have yet to correct the problems. You have to watch what they write and say because they don't stand by any of it. I want people to beaware of this company because they will come out and act like they know what they're doing. They want to get the job for the money and don't care about the quality.

They were very good, the owner came out and surveyed where we wanted to put the pool. He took all the measurements, and he took care of all the issues, including the paper work and the installation itself.

We were referred to them by a friend and since this was the first time we have owned a pool, our friend thought Rising Sun would be the best in regards to advice and the types of chemicals and tools we might need. She was exactly right. We came to them with a pool that was so green, it looked like a swamp and the neighbors joked that they had seen alligators in it. We brought them a sample of the water and within about 5 days it had cleared up and they advised us on keeping it clean the whole summer. I approximate that we spent about $300-$400 for all the chemicals and tools that we needed all summer. They gave us exact directions on how to put in the chemicals and in what order and never made us feel stupid. They let us know that if we weren t happy with anything, we could return it.

I have a salt-water pool and filter system which I purchased from Rising Sun. Love the pool and they did a good set up. I called them to clean the cell. When removing the unit, a pipe was cracked and the o-ring was loosened, causing the unit to leak "heavily". I called them back. Problem is, you can't get an appointment with Rising Sun. You get put on a waiting list for service, it usually takes 4-6 days before you get called and get someone out. By then, my leak was even worse. I could not wait and called another company to come and fix the issue. The other company found that Rising Sun had cracked the pipe, and loosed the o-ring by removing it incorrectly. This other company (Hammerhead) to their credit, said if I called Rising Sun, they should fix it at no cost as it was still under warranty and was their fault. I called Rising Sun again, still 4-5 day wait. I had Hammerhead fix it, since I was already afraid of the work that Rising Sun would do, or worse, they'd simply do another shoddy repair job and lie about how the leak occurred in the first place. If you can't fix it right the first time, why would I believe you would fix it right the 2nd??? And, the thing was leaking like crazy. Hammerhead did a great repair (right the first time). I called Rising Sun to ask for reimbursement for this, they refused. Again, Rising Sun is great for the sale and setup, very happy there, but for service; NO WAY. Call an independent company like Hammerhead pool service.

Installation of the pool was very good. The sales staff and construction crew were very helpful and courteous and the pool was finished on schedule. Dealing with the service department after completion of the pool, however, was another matter. On our first service bill there was a $50 "transportation fee" because we live in Durham. No one ever mentioned this, either during installation of the pool or when I made the service appointment. When I called to inquire about the fee their response was "you would have been told about that," (implying that I forgot or didn't pay attention?) On 2 different occasions, we called several weeks in advance to schedule maintenance and they never showed up. When we called Rising Sun we were told that we weren't on the schedule. Twice. On another occasion we had to change a scheduled appointment time. We called and spoke with an employee at Rising Sun to cancel the appointment, however a technician showed up anyway, leaving a note saying they'd "missed us". When we called to reschedule, the service manager told us that we needed "to pick a time when we could actually be there when we said we would" - incredibly rude. We initially wanted Rising Sun to do the maintenance on our pool because they installed it, it was under warranty, etc., however we've given up and are now using another company.

The spa heating element shorted out and the water drained out of the tub. We called Rising Sun. The technician arrived when scheduled and diagnosed the problem saying the part would have to be ordered. When the part arrived, the technician repaired the unit but did not test it because it needed to dry out. After allowing it to dry, we filled the spa, but it emitted a very loud buzzing noise. So we called to see what they had to say. They said they would come out and take a look at it. A technician arrived promptly the next day and told us that the noise is normal and that it would eventually go away, which it did. However, after receiving our bill, we were charged for the service call ($91) to diagnose the noise problem. Rising Sun said that because the unit was working fine, we would have to pay. We disputed the charge, arguing that we were not told that we would be charged, but were told that the manager would have to call us. Service B-, business practice F.

We love our pool. We felt the price was fair, the guys that installed it were polite and the pool runs just as it should. The appointment times were kept and the job was finished when they said it would be.

A re-schedule was set and again no one showed. I was told that the pressure cleaning equipment was broken. I re-scheduled and Angel came around 10 am and discovered that the sand filter had to be replaced, the workers on site expressed concerns about the pool surface. Mike visited after another week during which time debris and water fell into my unfinished pool. The men then returned and replaced the sand filter and removed leaf debris from the pool. The surface dirt that had accumulated since the wash was not removed. The pool was not filled, mechanical parts were not tested or run, and the promise to be set up was not fulfilled. The skimmers are not operating. I was told additional charges would apply to check the skimmers. In summary, I contracted with Rising Sun Pools to have my pool repaired and set up for the estimate of $1100. Six weeks later without a functioning pool and a bloated bill was received two days ago.

The Raleigh Judge asked them to reduce the charge and then I paid in full that day.

They have excellent customer service. Passed our expectations. I highly recommend them. They are an extremely professional staff.