LESLIE'S SWIMMING POOL SUPPLIES

I call the 800 number to schedule a service call. I told them about the two problem that I had and requested the same technician (Denver) who had come to the several times over the last two years. First they told me technician I had used in the past had left the company. Then they said they would not be able to schedule anybody to come for about two weeks. Finally, they said that since I has said there were two different problem there would be an $80 minimum charge for each problem plus a $20 trip charge. So they were saying I would be out $200 regardless of how small the problem might be. I scheduled the appointment but then I went on Angie's List and found another pool repair company (Parrot Head) with good ratings. I call Parrot Head and they came out within a three days and fixed both problems quickly. No minimum charges. Just quick and good service. Needless to say I canceled my appointment with Leslie's. I think Leslie Pool Repair has gotten too big and impersonal. They are not quick to respond and they are not cheap. However, everything time I used Leslie s in the previous two years they were punctual.

We went to the location on Mason Road on July 2 to schedule a service appointment. While there, we asked (once again) that a certain number be used for contact purposes. We viewed the information in the computer and added an additional number. The pool technician showed up on Saturday July 7 as scheduled. The pool pump needed a new motor. The technician said the motor we needed was at a store in the Woodlands and it would be shipped to the store in Katy and he would come back possibly Wednesday, July 11 to install it. We didn't hear anything the following week, so I called on Saturday, July 14 to find out when the motor would be installed. The person at the store said he had no idea and to call back at 2:30 to talk to another person. When I called back, I was told that we were on the schedule for Wednesday, July 18. He said he would try to get the date moved up. I called on Monday, July 20 to find out if they were able to move the service date. He said that the technician had picked up the motor, had a few calls ahead of us, and would be calling to let us know what time he would be coming to install the motor. We received no call and no one showed up to install the motor. I called back Tuesday, July 21 to find out what happened. The person said the the motor had been ordered yesterday, Monday, July 20. When pressed to explain how this could be possible, the store said we need to contact the 1-800-leslies corporate service number. The customer service person from the 1-800 number was extremely apathetic and unapologetic for the problems we had getting our pool fixed. I was put on hold several times(and humorously got to listen to an audio recording about how important customer service is) and she finally confirmed what the store had told us -- that the motor had just been ordered Monday. I asked for the name and number of her supervisor. I called and left a voice mail with the supervisor. The supervisor, Cameron Novak(the one person who made an effort to resolve the situation) called me back the next morning. He told me that according to the technician, he did pick up the motor on Monday, July 20 and placed a call to set up a service time. The technician said he was told that we no longer needed service?! I told him that I was home all day and there was no calls on the caller ID that could have been the technician.I was very confused how 2 people could tell me that the motor order was not even placed until July 20 and also that the motor was there but the technician was told by "us" that we no longer needed service. He assured me that he would investigate the matter and get back to us. He did call back in an hour and said that someone would be out that afternoon to install the motor. The store called a couple of hours later, but I just missed the call. When I called right back, they said they had called, but they called my husband instead and were talking to him. This was strange since my husband was with me. I called my father(whose number was on the contact list) and he said he didn't talk to anyone from Leslie's. When I call the store back they had me talk to the technician. He was very rude, angry, unprofessional, and kept insisting that we cancelled the job on Monday. He said that he might not have the parts to fix the pump since we cancelled the job Monday and he put the gaskets away. When asked if he thought it was strange that I would call and the cancel an hour later he rudely replied, "No". When asked what number he had called, he read a number that I had never heard. He said he even asked if he had the correct household and the person said,"Yes, but we don't need any service." The technician said that we must have given the wrong number. When I said no, I saw the contact information on the store computer, and that number was not there, and that our home number had been the same for over 30 years. He said "I don't know anything about that-- what do you want to do." We reluctantly allowed him to install the motor just to be done with it. We had been loyal customers of this company since 2004(which the service manager pointed out!) All of this because of a miscommunication of a phone number. However, the lack of initiative and unprofessional handling of the subsequent problems were the most frustrating. I can say that there are many choices for pool care in this area and we will NEVER use Leslie's again!

This company is a big joke! First of all, they were not on time & they did a horrible job! I called the company to tell them that I was very unsatisfied with the service & you would never believe what they told me. They had the nerve to tell me they would do better next time & they were sorry! I found this very unprofessional; I clean my own pool now.

PRICES CAN BE HIGH BUT EMPLOYEES ARE KNOWLEDGEABLE ABOUT PRODUCTS.