Water's Edge Pools

Charged $510 for 1.5 hour pool closing! I called early to get on the schedule as typically closings build up quickly. I called Waters Edge 7/23/2022 at 10:23 am to schedule a closing. I was told that I was one of the firsts on the closing schedule so could choose what dates I wanted to close. I chose the last week of August/beginning of September. I also inquired as to how much the closing would be and was "quoted" $75 per hour per person and she did not know whether there would be one or two people sent out but it shouldn’t be over $325 or so to close, which is pretty conventional from the past. After no one came the second week of September, I called on 9/12/2022 at 11:53am to see if was still on the schedule. I was advised that my order was on a work truck and yes I was still scheduled. Mind you that now that I have been chlorinating and keeping the pool running another week. When the owner called, I was fed a spiel of hard times and cost increases for this company but understand this, we all are in hard times and the dependency and expectation to close the pool and waiting on this company incurred additional expenses for me as well to maintain a pool that is idle. In the mean time I ordered an undercover for my pool and called back to advise I did not need them to put the cover on, thinking this should save time and cost. When there was again a no show for the 3rd week in September, (again maintaining an idle pool), I called again and left a message asking if they were going to close my pool or if I should find someone else to close. Again I received, no reply. On 9/22/2022 they came to close the pool while I was not home. No advance notice, calls or communication to lower the water level, prep the pool, nada. When I got home and noticed the pool was closed I called to ask for an invoice but was told the billing person was not available but she would be sending it out within the day. I received a $510 invoice in the mail on 10/8/2022 and freaked out! I wanted an explanation on why this was so much for 1.5 hours of work and called to ask for someone to call me back. The owner Steve called me back at 7:40 am 10/11 and I was abruptly told that their hourly rate is $145 an hour per person and the two workers they sent stood around twiddling their thumbs until the water level was dropped. If I had known when they were coming I could have dropped the level, but again no communication whatsoever. He also complained that his costs have increased for everything including putting in $1000 a week in his trucks for gas. Well my costs had increased too due to the negligence of a late pool closing and to boot $510 ($435 labor, $75 for chems) for 1.5 hours is absurd! I have obtained estimates from other companies and even the highest is $100 less and that’s with putting on the cover, all inclusive! When I told Steve that I was quoted the $75 per hour charge, he said “the people in the office don’t know what to quote", and that he is in the field and their rate is $145 per person per hour and if he asked them if they quoted this amount they would say, “I didn’t say that” so really it’s my word against theirs and I am stuck with paying $510 for a simple closing! Why in the h*** would you have someone in the front office, scheduling services and not knowing what your hourly rate is? There is no customer loyalty anymore anywhere. Next time I will know to obtain a quote in writing even if it’s with a company that I used to trust.

For the most part, the service was great. However, the installer broke our existing chemical dispenser and we had to purchase a new one (about $200). Then, when they were finished with their installation, we still had to have a plumber come out to hook up the gas connection to the heater. We had expected this work to be done by Water's Edge. In the end though, Steve made an adjustment to my final bill which I felt was very fair. They were all very professional and easy to work with.

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We found Water's Edge by accident after having obtained quotes from other contractors in Columbus. The owner of the company provided a quote that was lower than any other we had obtained. The owner also had more knowledge about the specifics of building pools, the construction, engineering, timing, coordination other contractors etc. He had more hands on knowledge than any of the other sales reps we had spoken to. We later found out that he knew so much because he actually builds the pools with his crew, down in the hole applying vermiculite to the bottom, helping install the liner etc. The fellas who work for Water's Edge were courteous, friendly and generally pleasant. There were no hidden costs or surprises and the pool turned out better than we imagined. Since our build, only a few minor things have come up: the vinyl pulled away from the corner of the pool, the electronic board inside the heater failed and there was a small leak near one of the filters. In each case, the company took care of the issue immediately and to our satisfaction. The owner, Steve Ramsey also coordinated the work of other contractors so I only had "one neck to choke". We built a 20 X 40 vinyl liner pool with deck jets, an auto-cover (which is amazing) and a propane heater. We couldn't be happier with the pool and the service we receive from Water's Edge.