Imperial Pools, Inc. — Local services in Champaign

I will start by telling you to not tokenize your card on their digital payment processing. You will agree to their terms and conditions that are not at all in your favor.

My experience with Imperial Pools has been nothing short of a disaster. I hired them in March 2022 to fix a small leak in my hot tub pump, and what ensued was a drawn-out, frustrating experience marked by delays, incompetence, and unresponsiveness.

Initially, Imperial Pools took two months to address the issue, with numerous follow-ups from my side. They removed my functioning pump and quoted me a price for a new one. However, when they finally installed the new pump in July, they sent a junior technician who installed a non-functioning pump, leaving my hot tub in worse condition than before. They promised to send a senior technician to fix the issue but never did.

Throughout this ordeal, communication with Imperial Pools was a nightmare. Emails went unanswered, and I had to constantly chase them for updates on when my hot tub would be fixed. When they finally did respond, they provided vague or misleading information, making it impossible for me to plan around their service visits.

After I opened a chargeback with my bank, Imperial Pools continued to make false claims and refused to take responsibility for the non-functioning pump and the poor service they provided. They even alleged new issues with my hot tub that they had never previously mentioned or addressed, clearly trying to deflect blame and avoid accountability.

In addition to their unprofessionalism, I was also disappointed with the significant discrepancy between the verbally quoted price for the new pump and the actual invoice I received. This lack of transparency further eroded my trust in the company.

In summary, my experience with Imperial Pools has been nothing short of terrible. They have taken my money, left my hot tub non-functional, and have shown a complete lack of professionalism, accountability, and transparency. I cannot stress enough how important it is to avoid hiring Imperial Pools for any pool or hot tub services. Save yourself the time, money, and frustration by choosing a more reliable and...

Update: A negative review is a powerful thing. Within 30 minutes of this original review Zach called and replied to the review. I apologize you weren't feeling well. My family and I have also been feeling under the weather so I can relate. My email still works though even when I'm sick. If you're so sick you can't work at all I have a pro tip for you: Automatic out of office reply. "I am currently ill and out of the office without access to email or phone. I will reply as quickly as I can once I return to work. Thank you for your patience and understanding." Then you notify office staff so they can relay the message to any customers that might call in. Communication is key no matter what circumstances arise. Best wishes going forward.

This is a joke of a company. Zach doesn't respond to emails or voicemails (seriously, he ghosted me for the last 3 weeks) and apparently he's the only person in the company that can give proposals. The owner is "impossible to track down and get ahold of", according to the lady that answers the phone. Speaking of the lady that answers the phone, she hasn't been trained to help with any issues or to answer any questions.

When you're talking about a 6 figure project you would expect significantly better service. If you're in the market for a new pool, I'd highly recommend looking...

We had contacted them back in January that we were interested in having an above ground pool installed. We were interested in this company because we were told they did saltwater pools. Since then I had sent numerous emails and finally received an email that they had not received updated prices. Weeks go by and I stopped by and was told there were 2 in ground pools estimates ahead of me. Again I asked when we may know something talked about just having someone level and was told starting price would be $15000 for an above ground pool plus the mileage. I felt like they were blowing us off because we weren’t spending 100000 for an unground. Still have not heard from them. They evidently are...