Poolsafe, LLC

Horrible. I called to schedule an appointment and spoke with a women taking the reservation. She told me they charge a service fee for them to come out. A new product under warranty? Really? I asked to speak to a manager and she said they would call me. I am still waiting for the call. Should have seen this coming. Had an appointment scheduled for today plus I received a confirmation text saying Oscar would be at my home in 45 min. The guy never showed up. We ordered the cover and they installed the cover thru our pool contractor and the job wasn’t completed at the time of install. I called to schedule them to come out to complete the missing items and they want to charge me $200 for a service call. My cover I was installed about 3 months ago and they want to charge a service call fee even though it is under warranty? The worst customer service experience I have ever experienced. Attaching photos of the text message and the email asking me to review their performance. They jumped the gun on this one.

BEWARE OF PRICE GOUGING AND CHEATING by PoolSafe !! This company's technician came to my house last week to fix the retraction of my pool cover. They were not the original installers. When I made the appointment, I was told that it would be $299.00 to "hold the appointment and for the technician to come out.". I asked on the phone "So the $299.00 is to fix the issue?" and the company person said "No, that is so the technician comes out and diagnose the issue. If there are additional charges, he will let you know". Poolsafe then asked for my cc information, which I gave her. The next day, their technician came to my house. He said the ropes for the retractable pool cover to work - one was broken - he showed that to me. He also said there was debris in the cover box, and said he would clean that debris and the debric on the tracks. He would replace both the ropes. I said "What is the price?" He said "between $400 - $600". I asked him for a specific price, and he said "$500". So I said "That's $299 plus $500?" And he said "Yes". So I said, "Ok, go ahead." He began his work, and when he was finished, he showed me that the pool cover worked. Then he left. The next day, I got a call from my CC company to verify a CHARGE OF $1679.33!! I WAS SHOCKED!! I called PoolSafe and told them what the technician had said. The first customer service rep BEGAN YELLING AT ME! I was pretty calm, but I was telling her again and again the problem. I hung up and called again - got a more reasonable person. She said she would look into it, and I said I need to speak with the supervisor. That person wasn't available. Since then, I've gotten a call / email from POOLSAFE every day asking giving me all SORTS OF EXCUSES for why the cost was MORE THAN DOUBLE of what they quoted me. Their EXCUSE IS "OUR TECHNICIANS do not know prices". So why then did your technician tell me a price instead of having the POOLSAFE office call me first BEFORE THE JOB BEGAN? POOLSAFE'S REPLY when I asked this? "You should have called our office first" OH, SO BLAME THE CUSTOMER for you not training your techicians and cheating me? I said "if your technician is standing there in your POOLSAFE uniform, and giving me a quote for the job, why would I need to call your office? He represents you!". So now, I've been offered 20% discount and asked to pay over $1300.00 . Ain't happening. I'm filing a complaint with the Better Business Bureau. So watch out! I WILL update if POOLSAFE can ADMIT THEIR ERROR AND fix this. POOLSAFE - Train your technician to give a correct quote or call your customers before the job begins - DON'T TRY TO CHEAT afterwards. The technician also left with giving me ANY PAPERWORK. I was inside my house - I don't even know when he left by the side gate. BE CAREFUL DEALING WITH THIS COMPANY. DON'T TRUST ANYTHING THEY SAY. GET ALL QUOTES IN WRITING.

Not much to compare to. First time we used the service. The workman seemed knowledgeable and capable. Only downside for me is what I perceive as an high price of $299 for about 20-25 minutes of service. I know everything is more expensive these days, but my mechanic only charges $195 an hour

I could not be happier! Our pool cover was serviced by Oscar who really went above and beyond the call of duty today! We, and our neighbors, who benefitted from his quick thinking are forever grateful!

I am so pleased with how my pool cover turned out. Not only is it safe for my shoulder now, but it looks really beautiful too. The crew could not have been more professional and kind. They worked really hard and cleaned up after themselves as well. They were kind enough to show us how to use The pool cover and the mechanism and made the whole process super simple.