NORTH EASTERN POOL & SPA

We hired North Eastern Pools and Spas to do a liner replacement for our inground pool. We went with them because they were a family owned business with years in the industry. We were told we needed to put down a deposit to ensure our job to be done in Spring of 2021, so in fall of 2020 we paid for half of the job, and were told we would pay the remainder upon completion in Spring. At the time when the liner was put in it was raining heavily , but we were told that this would not be an issue. It took several days as the install began on a Friday, and the pool had to fill slowly in stages with fans running in order to keep the liner in place. The installer came out to finish installation on Monday, and the liner was sagging and wrinkled off the pool walls, The installer assured me that once the pool was full the wrinkles and sagging would be gone. We accepted this as the liner looked much better once we did have the pool filled. In the fall we closed our pool and once again the liner wrinkled and sagged. We immediately called and the service representative told us that she had notated the account , and that they would address it first thing in opening season in Spring. I called North Eastern pools in mid April of this year ,2022 to inquire about addressing the issue once we opened the pool. When I called , the service representative I spoke to was dismissive and unapologetic as she proceeded to tell me that they would come out sometime in June or possibly even July, weather permitting to assess the pool liner. I asked why I would have to wait as this was a job I had paid for which was under warranty. She told me that after they did “ pool reopenings”, they would come out after they addressed the 15 other people in line ahead of me. She proceeded to talk over me to the point I actually thought she couldn’t hear me , and that our connection was bad. She told me flatly ,” no I can hear you” . I told her it was unacceptable that I’d have to wait as this was a job already paid for that should have been completed correctly in Spring of 2021. I asked to speak to a supervisor and was told much of the same , and this woman laughed and insinuated that I was lying when I told her I was assured in the fall it would be addressed first thing in spring. My husband removed the pool cover and we saw that the liner looked even worse than it had in the fall. My husband called and spoke to Gene ( the owner) who told my husband he, “ would not send anyone out to look at our pool without a credit card on file” . My husband told him this was a warrantied product/ service and that it wasn’t done correctly the first time , and that he would not pay additional money . My husband and I didn’t feel that we were comfortable with using North Eastern Pools not only after failing to do the job correctly, but also in light of how we were treated by the owner and service team. I’m thoroughly disappointed in their workmanship and their disregard bordering on contempt for their customers. Install errors can happen, but not standing behind their work, and the lack of regard for a customer who has paid for a job that wasn’t done well initially and then telling that customer they’d have to wait till June/July for any service appointment is completely unacceptable. The fact that pool openings were to be addressed first , (I’m guessing because this was money to be made versus monies already paid), is beyond wrong and prioritizing customers over a job that was supposed to be done right the first time is egregious. Our options were to not have a pool to use until June or July, or to go with someone else and lose the money spent on the initial Install by paying someone else to fix their mistake. We chose the latter. Do not make the same mistake, do not go with Northeastern pools and spas. They do not respect their customers time or money, and they do not stand by their work.

Referred me to a contractor, Scott Deuschel, because they no longer service what they sold us. He was a no call no show TWICE. When i asked for another referral, Alyssa told me thats the only one they know and i should reach out to friends on social media to see if they know anyone! Poor customer service and ZERO service on what they sell. Will never do business with again.

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Their general manager is incredible attentive and quick to respond. That is something I am not accustomed to.

The install was perfect, the follow-up after was lacking. I was so furious we spent so much money and they did nothing to assist us.

They had the nerve to ask for "cash!" Not a check, not a credit card, but $6000 in bills!

Most of the problems with this company involve communication and customer service related issues.  Overall it is a nightmare.  The lack of professionalism runs rampant from the owner to the scheduling person to the subcontracters.  I do not know how the final product is going to be.  The pool looks nice so far, but I am very afraid of potential issues in the future and having to rely on this company for any maintance or liner replacement.  If I knew this process was going to be such a problem I would have gone with an above ground pool or found another company for an inground installation.When a consumer is making such a large investment I feel they should be given the respect and peace of mind to let them know step by step what is happening with their property.

I really felt like they were a very prompt company overall. They clean up after themselves and after the work is done. They just do a very good job.

Pool heater, which came with house purchase, was not working. Called this company for service and they said they would send a tech out within 2 days. A week later no one had yet arrived. Called back twice to find out what was going on, and when the guy would come. Always told the same thing; tomorrow or the next day. Finally show up 2 weeks after the initial call. Tech said he cleaned, adjusted and 'loosened' things up and that heater was working. Checked, and it was. However, the very next day it was no longer working. They charged me $105 for a service call that didn't fix the problem, and were a hassle to get on site.