Penguin Pools

Matt and the crew have gone above and beyond for us. With so many extra challenges based on supply chain issues I must say I am super impressed by their work, timing and all around professionalism. Price was comparable to other companies. Any questions or issues we had were answered and handled in a timely manner. I recommend Penguin yo anyone looking for a pool install!

I reached out to Penguin Pools as I need our liner replaced. I was sent a quote with a contract to be sent back along with 60% of the quoted price and 3 liner design choices as materials were going in and out of stock almost daily. I signed the contract, sent a check for almost $4,000 as well as 3 liner choices on 5/12. I received an email that my pool would be opened the week of the 24th and the tech would be measuring the liner at that time to order the new one. I reached out to find out if I was able to find the exact date as I did not want to leave my gate unlocked for a week and I was told they would notify me a day prior to their arrival. Thursday the 27th late afternoon I reached out as I had not heard back and received an email the morning of the 28th stating that due to staff shortages and weather (weather had not been bad) they were behind but were hoping for Friday or Saturday. I expressed my concern was more about getting the liner measured and ordered and they assured me it would be measured at time of opening and they would be there that day. The tech did in fact show up and was very pleasant but advised me that he was unable to measure due to the pool not being clear. I would think when they scheduled this, they should be aware that pools are not clean at opening after being closed all winter. In years past, when I've had my pool opened, the tech brushes down the liner and hot tub, chlorine is in the tube, the skimmer is set correctly, the overflow spa is correctly operating. None of these things occurred on top of the liner not being measured. I reached out on June 1st with my concerns and was told the pool needs to be clear to measure. Although that is all logical to me, why was it not scheduled differently as they should know this if they are in the pool business. I was advised to send pictures and they would get me scheduled. I immediately sent photos and requested to be scheduled asap to get the liner ordered as it is a month wait for the liner and materials are what they are. I expressed I was concerned about the install due to the misinformation up to this point and have yet to hear back. I emailed them in the morning 6/4/21 requesting to just have my money refunded minus the pool opening since they could not have the courtesy to respond to my concerns or schedule the lining measurement, still no response. It appears once they have your money, they do not feel the need to do much beyond the minimal. I can understand if they are short staffed or busy but how hard is it to reply to an email? If I received an email, even if late in the evening I could respect that but nothing. Unfortunate that a company doesn't care about their customers. I will be contacting my attorney to get my money back and work with a company that values their customers. Very frustrated to say the least.

I will start by saying that I grew up with a pool and understand what it means to own and maintain a pool. We built a pool with Penguin Pools and simply put there has not been a year where the pool did not leak, including the build year. Additionally, there has been the need for other non-routine maintenance each year. I had Penguin try and resolve the leaks initially, but eventually they referred me to another pool service company because they could not resolve their issue. So in order to keep the pool operational I continually need to refill the pool from my well. Each repair has only temporarily stopped the leaking and sure enough the pool is leaking again this year, right after opening. We have had to patch the liner in multiple spots including the lights, the stairs, the skimmer and the deep end wall. I also discovered last night that the shallow skimmer is cracked in multiple places. We have had other issues as well (pool cover, control panel, salt water chlorinator etc.), but nothing as fundamentally troubling as a pool leak. The pool is only a few years old and I have dealt with an extraordinary number of issues. Matt (the owner) is not responsive to service for his existing customers, usually it takes multiple calls and vmail before any response, and when you get a response there is never a commitment on when service will be done, just a vague "we got you on our list" and being told that builds for new customers takes priority to existing customers "minor" issue. I was told most recently that you only have a minor leak (is there such a thing as a minor leak?) and we are busy with a new build, what do you want me to do? Well Matt, if you are a pool builder with integrity that stands by the quality of your work I would have hoped that you would take seriously the fact that the pool you built has continual issues. Maybe if you discover the root cause of this issue you will improve future builds? I shared with Matt directly my disappointment and asked for help. He offered nothing other than to have me continue to wait at the back of the line and he would probably get to me next week sometime (again no specific commitment). Well I am sick of the issues with the pool and not being treated well as a customer. I am also tired of marking the liner and measuring the leaks, doing evaporation tests, calling for service, waiting for service, refilling my pool etc. I believe that your pool build was fundamentally flawed and you are taking zero responsibility for it and making no effort to try to fix the issue. Pools should be a source of fun and relaxation, so I implore anyone who reads this to think twice before choosing Penguin. Buyer beware.

I called the provided 3 times and left messages trying to schedule an estimate for a pool project. I also reached out to them through the Angie's List message center. No one would return my call or message.

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Matt was very professional and helpful. He gave us several suggestions to upgrade/service our in-ground pool. We will definately work with Penguin Pools in the future

Everything went smoothly from start to finish and there were no significant weather delays. I was very impressed by this company and every person I talked to.

I wouldn't go with them. The quote wasn't very accurate. It was not even close to what the other competitors were and it's not in a good way. The quote they gave us for pool renovation plus paving on the side was about $15000. I knew that our project would end up being at least $24000. I wasn't sure if they'll be fitting costs or not. They weren't helpful. They were fairly responsive but they ended up not responding at the very end. I wouldn't recommend or use them.

Excellent service. Good communication. Quality work.

I contacted the provider on a Saturday and described the situation we were having with our pool chemical levels. The provider walked me through what needed to be done and what service they could provide. After I agreed to what they were suggesting, they came to the house 2 days later. They tested the pool water for chemical levels and other things in the water that could cause problems. After determining what needed to be done, I was contacted on the phone, was told the situation and was given the recommendation. I gave the verbal ok on the phone to proceed with the recommendation. I was called again after the chemicals and suggestions were carried out. I was given all of the details and was also told what I needed to continue doing in order to ensure success. Everything worked very well and things were fixed to our satisfaction.

Matt was wonderful,he turned a nightmare into a nice swimming area. The previous contractor did not install our previous pool correctly and It cracked in half. Our area has clay soils and a lot of ground water. They graded the area and installed a sump pump underneath for water diversion during wet periods. Our Pool won a 2012 Bronze award for pool installation.

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Matt was very good about the sales process. There are a lot of details and we had a lot of quotes for various options and ideas. The building process took a bit to get started as there was a wet spring, but the pool went in without any issues and was to our specifications. I didn't always know when people were going to show up but that didn't really bother me, it might bother some. They were responsive to things I pointed out or had questions on. A solar cover was mis sized by the manufacturer and they had that taken care of quickly. The foreman did a good job as well. They communicated well about the various equipment and instructed me on how to use it. Have had no issues with the pool. They closed the pool for me in the winter and did a good job instructing me on the steps to close it.