New Braunfels Pool Company

Going well. Still using them.

They confirmed the appointment a day ahead, called 45-minutes prior to our appointment, arrived on time and was well-prepared to handle the task.

They come once a week and keep the pool spotless and in tip-top shape. We are very pleased. They send pictures of the completed projects.

Michael initially came out on a service call to assess the 'service needed' light on our 4 year old Pentar pool heater. After inspecting the pool heater inside and out, it was determined the heating (heat transfer) cannister was likely corroded because of chlorine backflow and in need of repair or (probably) replacement. We discussed our options with Michael and we decided to have it replaced with a new Hayward 400K BTU propane heater. A few days later, Michael and Keith came out to install the new heater when Keith discovered the current placement of the Pentair propane-fired pool heater was too near a window and in violation of code (concern about carbon monixide fumes into the house). Keith called and explained to us what the issues were. Keith and Michael re-plumbed the pool equipment and moved the new Hayward heater far enough away from the window to comply with code. This was all done within the originally quoted price. The new heater, labor, materials, new chlorinator and back flow preventer were installed for ~ $ 3,100 (originally quoted price) which includes a 2 year warranty on the new heater. We were pleased with the attention to details and apparent pride of workmanship on this job. The company held their quoted price even after they identified additional issues with the install. Once installed, Michael explained the functions of the new heater as well as provide some expert info on managing the pool chemicals, esp the chlorine stabilizer. We'll likely need a new skimmer and plan on calling them again in the spring. To date, the heater and new pool plumbing are working great!

The problem occurred because of a billing issue. Over the months I'd pay Keith (who I later learned was not the owner) with a check or with a credit card...usually for large items. On several occassions, Keith (or whoever) ran the credit card for purposes of paymen, due for the month of charges, without my ok. I let Keith know in no uncertain terms that automatically running said card for monthly payment was unacceptable...and Keith duely appologized, assuring me he would never to allow it to happen again. Like I said earlier, I asked him repeatedly not to do this, as I may choose to use another payment method any given month. I was explicit about reserving my options for payment on a monthly basis. This last inncodent, was what I was fearful of...and it HAPPENED. Without notifying me, no advanced warning whatsoever, Keith (or whoever) ran the card in question, and it bounced several checksf of mine, and put my account in a negative balance. Needless to say, I was upset...called Keith and he said it wasn't he who ran the card, which was strange because he presented himself as the owner and one in charge of all such matters. Keith then said he would reverse the charge and refund to me the cost of the bounced checks. I waited and waited...called my bank on numerous occassions to assure them the money was going to be refunded to my account. Every time the bank checked their daily registers they showed nothoing in the pipeline to be paid. I called the New Braunfels Pool Co. regularly, keeping them informed and asking them to please hold up their part of the bargain to comply... but for days it went upaid. In one of my many voicemails I asked them if it was necessary to get the police involved. Still I had no response, I heard nothing for days. Then one day I called the New Braunfels Pool co, and a woman answered the phone. (this was the first time she ever answered the New Braunfels Pool Co. phone). I asked if anyone was available to talk to me. At that point her tiraid began...she was screaming at me and calling me names, and insisting it was she who owned the company...and she was in charge and my persistence was unwanted and she never wanted my business anyway. At that point she threatened me saying she knew where I lived. This behavior is scarry, and to this day I don't feel safe in my home...afraid this crazy woman who "owns" the New Braunfels Pool Co. might arrive at my door to hurt me.

FABULOUS!!! The technicians were very nice, polite and explained everything in detail. They followed up on the day they promised and the owner followed up to make sure I was happy with them. I cannot say enough wonderful things about Keith and his employees! I'm so satisfied with them that I've scheduled weekly pool service. You can't go wrong with New Braunfels Pool Company!

What a first-class company and an amazing owner with integrity and ethics. What a breath of fresh air and how awesome is it that someone still knows what the true meaning of customer service is! I would highly recommend Keith and his company to anyone. He's already been over to the house again to do additional work. You can bet I'll be calling him again in the future!