We have been dealing with The Pool Guyz since last May 2013. We have paid them over $33,000 in cash.
We were in the process of building a detached garage with an indoor kitchen/bath and outdoor kitchen. The construction of our new building kept being put on hold due to the horrible weather we continued to have throughout the months. The Pool Guyz were determined to sink the pool in the ground before we were ready and continued to state they had their guy who digs coming in from town, etc… to do the work. We continued to push them off to install due to the construction and no electrical for the pool pump to be connected to. We didn’t want the water to sit inside that pool for months with no chemical or filtration system….. The pool would become stained and ruined. They assured us that with fiberglass the pool couldn’t become stained.
When the pool was delivered to our home, the driver of the 18 wheeler drove up into two neighbor’s yards. The truck rutted in the neighbors yards and busted a couple of their sprinkler heads that we had to replace. Arnold (staff) stated they would fix the neighbor’s yard and the damage, but never did.
The pool sat in our yard for several weeks (which was NO problem). We received a call stating they were coming out to drop the pool in the ground and we refused over and over again. The pool was installed and sat in the ground for months until our building was ready for the electrical to be hooked up. We also had to pay another contractor $250 to come spread the dirt that they built up very high around the pool due to they didn’t remove any dirt from our property like they said they would. It was a HUGE drop off from the pool into our yard (I have pictures to prove).
Once the electrical inspection passed we contacted Arnold, as well as, told him & Ric (via email) that the pool has become unleveled and caving in around it. Arnold came out with Dustin (another staff member) to dig back around the pool and level it. They also installed the pump, etc…. which is very loud and has a 90 degree pipe vs. a 45 degree pipe. We have had a couple of people state the reason for the noise is due to the degree on the pipe. The Pool Guyz state it’s due to a wire within the pump. A wire??? Really?
After they leveled the pool and installed the filtration system, they still never came back to get the pool fully cleaned. The pool still to this day has a lot of sand and due to the water that has been sitting for months….. The pool now has a hard coating of algae and will not come off with a brush. It’s like the bottom of a boat that has grown barnacles on the bottom.
I have continued to call them weekly to fix our pool since May is just around the corner. I have been battling for it to be cleaned and clear since October 2013.
They dropped off our Polaris 9450 machine to us and it’s not working correctly either. I paid $1700 for this machine.
I have been talking with a lady, Vickie at The Pool Guys and just found out yesterday, April 24, 2014 that she is 51% owner in this company. Vickie is Ric Reineke wife! I even showed up on their doorstep at their office several months ago to approach them about our pool issues.
This company was paid in full and now has dropped the ball to get my pool up and running. I thought I really did my homework before contacting this company to install a fiberglass pool for us. I have saved for many years to be able to get my dream pool and be able to enjoy it. I’m to the end of my rope and don’t know where to turn. I’m sick to my stomach each and every day when I walk in our backyard.
I wouldn’t recommend this company to my worst enemy! Once they have collected their final payment, you are no longer a priority to them and they don’t care about customer service. I’m contacting my attorney, notifying the BBB and any other place I can post my dissatisfaction of The Pool Guyz.
Desperate for help!!!! They have our money and have abandoned us!!!
The pool Guyz installed a pool in May 2014. The contract said the work would take approximately 30 days. The work took over four months. They claim it is not their fault the patio/paver guys took so long. The sales person informed me, when he sold me the pool, that they had paver guys on staff. This is not true. They subcontract out. Then the Pool Guyz take 10% of the paver cost for doing nothing and holding no responsibility for the paver work. In fact this was the first time they had even hired this company.
Then the paver guys didn't even have an employee that could install paver pool coping. They ended up subcontractoring my brick guy to do the work. So I paid top dollar to get a subcontractor of a subcontractor. I could have hired the coping guy myself and saved 50% on the paver work.
Now nine months later the pool has still not had the final city inspection. I have paid $50,000 cash for a pool and patio that I cannot legally use. They have ignore numerous attempts for myself and my lawyer to resolve this issue. I'm out $1000 in legal fees already and have lost an entire season of use of the pool and a year of the equipment warranty.
My family sure would love to use the pool they were promised last year.
I purchased a pool package April 2013, that included large patio, outdoor kitchen and fireplace costing around $50,000.
I paid in full, even though the job was not complete as previously agreed according to the contract. I questioned this and Rick, the owner, sat in my kitchen and promised that he would personally ensure that we would be happy clients. We are his neighbors and his business grows by word of mouth referrals.
I wanted to use a 3rd party company to do the outdoor kitchen and fireplace but Rick insisted that as a Class "A" contractor, he would oversee his team to do the job right and efficiently. He promised, again, that our pool area would be great and we would be so happy that we would refer the entire neighborhood.
Fast forward to now....over 1 year later. The electric keeps tripping on the pool light and outdoor refrigerator. Basically the refrigerator is useless since nothing will stay cold. Our counter top, which is made of concrete, has been chipping, cracking and paint faded with 3 months of installation.
I have been given excuse after excuse. Was told once winter passed, we are top of the list to fix. It's now end of July 2014 and still nothing. They will not answer my calls. They forward my calls to Arnold, their service manager's cell phone.
I am not a fan of speaking poorly about someone's business but they didn't seem to care when I told them I would complain to BBB and online. That level of arrogance really set me back.
They advertise that they work on Extreme Home Makeover...how long ago was that? Just poor customer service!
I hope there is resolution to this and I hope that readers pay heed when working with this company.
The Pool Guyz Reviews
The Pool Guyz- COMPLAINT
April 25, 2014
To whom it may concern:
We have been dealing with The Pool Guyz since last May 2013. We have paid them over $33,000 in cash.
We were in the process of building a detached garage with an indoor kitchen/bath and outdoor kitchen. The construction of our new building kept being put on hold due to the horrible weather we continued to have throughout the months. The Pool Guyz were determined to sink the pool in the ground before we were ready and continued to state they had their guy who digs coming in from town, etc… to do the work. We continued to push them off to install due to the construction and no electrical for the pool pump to be connected to. We didn’t want the water to sit inside that pool for months with no chemical or filtration system….. The pool would become stained and ruined. They assured us that with fiberglass the pool couldn’t become stained.
When the pool was delivered to our home, the driver of the 18 wheeler drove up into two neighbor’s yards. The truck rutted in the neighbors yards and busted a couple of their sprinkler heads that we had to replace. Arnold (staff) stated they would fix the neighbor’s yard and the damage, but never did.
The pool sat in our yard for several weeks (which was NO problem). We received a call stating they were coming out to drop the pool in the ground and we refused over and over again. The pool was installed and sat in the ground for months until our building was ready for the electrical to be hooked up. We also had to pay another contractor $250 to come spread the dirt that they built up very high around the pool due to they didn’t remove any dirt from our property like they said they would. It was a HUGE drop off from the pool into our yard (I have pictures to prove).
Once the electrical inspection passed we contacted Arnold, as well as, told him & Ric (via email) that the pool has become unleveled and caving in around it. Arnold came out with Dustin (another staff member) to dig back around the pool and level it. They also installed the pump, etc…. which is very loud and has a 90 degree pipe vs. a 45 degree pipe. We have had a couple of people state the reason for the noise is due to the degree on the pipe. The Pool Guyz state it’s due to a wire within the pump. A wire??? Really?
After they leveled the pool and installed the filtration system, they still never came back to get the pool fully cleaned. The pool still to this day has a lot of sand and due to the water that has been sitting for months….. The pool now has a hard coating of algae and will not come off with a brush. It’s like the bottom of a boat that has grown barnacles on the bottom.
I have continued to call them weekly to fix our pool since May is just around the corner. I have been battling for it to be cleaned and clear since October 2013.
They dropped off our Polaris 9450 machine to us and it’s not working correctly either. I paid $1700 for this machine.
I have been talking with a lady, Vickie at The Pool Guys and just found out yesterday, April 24, 2014 that she is 51% owner in this company. Vickie is Ric Reineke wife! I even showed up on their doorstep at their office several months ago to approach them about our pool issues.
This company was paid in full and now has dropped the ball to get my pool up and running. I thought I really did my homework before contacting this company to install a fiberglass pool for us. I have saved for many years to be able to get my dream pool and be able to enjoy it. I’m to the end of my rope and don’t know where to turn. I’m sick to my stomach each and every day when I walk in our backyard.
I wouldn’t recommend this company to my worst enemy! Once they have collected their final payment, you are no longer a priority to them and they don’t care about customer service. I’m contacting my attorney, notifying the BBB and any other place I can post my dissatisfaction of The Pool Guyz.
Desperate for help!!!! They have our money and have abandoned us!!!
Rebecca
Chesapeake, VA
The pool Guyz installed a pool in May 2014. The contract said the work would take approximately 30 days. The work took over four months. They claim it is not their fault the patio/paver guys took so long. The sales person informed me, when he sold me the pool, that they had paver guys on staff. This is not true. They subcontract out. Then the Pool Guyz take 10% of the paver cost for doing nothing and holding no responsibility for the paver work. In fact this was the first time they had even hired this company.
Then the paver guys didn't even have an employee that could install paver pool coping. They ended up subcontractoring my brick guy to do the work. So I paid top dollar to get a subcontractor of a subcontractor. I could have hired the coping guy myself and saved 50% on the paver work.
Now nine months later the pool has still not had the final city inspection. I have paid $50,000 cash for a pool and patio that I cannot legally use. They have ignore numerous attempts for myself and my lawyer to resolve this issue. I'm out $1000 in legal fees already and have lost an entire season of use of the pool and a year of the equipment warranty.
My family sure would love to use the pool they were promised last year.
I purchased a pool package April 2013, that included large patio, outdoor kitchen and fireplace costing around $50,000.
I paid in full, even though the job was not complete as previously agreed according to the contract. I questioned this and Rick, the owner, sat in my kitchen and promised that he would personally ensure that we would be happy clients. We are his neighbors and his business grows by word of mouth referrals.
I wanted to use a 3rd party company to do the outdoor kitchen and fireplace but Rick insisted that as a Class "A" contractor, he would oversee his team to do the job right and efficiently. He promised, again, that our pool area would be great and we would be so happy that we would refer the entire neighborhood.
Fast forward to now....over 1 year later. The electric keeps tripping on the pool light and outdoor refrigerator. Basically the refrigerator is useless since nothing will stay cold. Our counter top, which is made of concrete, has been chipping, cracking and paint faded with 3 months of installation.
I have been given excuse after excuse. Was told once winter passed, we are top of the list to fix. It's now end of July 2014 and still nothing. They will not answer my calls. They forward my calls to Arnold, their service manager's cell phone.
I am not a fan of speaking poorly about someone's business but they didn't seem to care when I told them I would complain to BBB and online. That level of arrogance really set me back.
They advertise that they work on Extreme Home Makeover...how long ago was that? Just poor customer service!
I hope there is resolution to this and I hope that readers pay heed when working with this company.