Swim On Pool Service and Repair Inc. — Local services in Lemont Township

I would like to introduce myself; my name is Jay, and I am the Crew Leader responsible for the recent liner installation for a particular client. It is important to address some misconceptions and provide clarity on this situation.

At our company, we appreciate the opportunity to address and clarify customer feedback, as it allows us to uphold our commitment to transparency and support small businesses in navigating challenges within the industry.

Firstly, we encounter individuals who seek to obtain free services or refunds by making unfounded claims. We strive to engage with respectful customers and prefer to focus our efforts on constructive interactions.

Secondly, as a newly promoted Crew Leader, I decided to install a new liner for the aforementioned clients towards the end of the day. In my eagerness to impress, I proceeded with the installation without waiting for optimal conditions. Unfortunately, the timing of customers' decisions to fill the pool at night, coupled with insufficient sunlight and warm temperatures, resulted in creases in the pool wall. (With any other client, the water pressure would have pushed the creases out, but this client was not having it.)

In terms of accountability, our wonderful owner, Matt, promptly addressed the issue by communicating with the clients and advising them to order a new Wall and Bottom Rails, without hesitation.

Upon returning, the client ordered the wall and accidently ordered "top rails" and was informed that we understand mistakes happen. We could return when the bottom rails were delivered, or they could assume responsibility for the existing bottom rails and we could move forward.

Two days later, we received notification that the bottom rails had failed. At this point, the clients requested our return to reinstall the pool wall and demanded compensation for the bottom rails. We found ourselves in a challenging position, as the clients were aware of the risks involved and chose to move forward.

To summarize, the clients are requesting reimbursement for the top rails and bottom rails, totaling over $1,000, as well as compensation for their perceived inconvenience. However, we did pay for the new wall and shipping costs. We stood by our word, and when it came time for the client to assume accountability, we had another conversation brewing.

We take pride in our 5-star reviews from the vast majority of our clients who engage with us in a civil manner. It is essential to note that we are not a charity and cannot fulfill requests for additional compensation.

Furthermore, we offered complimentary closing and opening services for future maintenance, and the pool installation itself has received no complaints regarding our workmanship, only concerning the financial aspects of parts outside our agreement.

We would have been willing to assist with the cost of the bottom rails had there been no error in the ordering process, but the clients opted to proceed without waiting for a resolution.

Lastly, we do not engage with the Better Business Bureau (BBB) (they are a for-profit industry that once had standing), and the complaints listed there originate from individuals who have not adhered to simple instructions or who expect our company to be responsible for components that predate our involvement.

Thank you for your understanding, and we remain committed to serving our clients with integrity and professionalism. We will be posting pics of the final project, in which the client has not complained about once! Also, our website designer says thank you for the...

My name is Elijah, and I was the crew leader who installed both of the liners in the review below.

Thank you for sharing your concerns with us. We appreciate the opportunity to clarify our position regarding the installation of your swimming pool liner.

As previously communicated, we cannot assume responsibility for the deficiencies related to the initial installation, as we were not the original installers. We claim no responsibility for the undulation of the land that was left by the original installers.

We made you aware of the significant undulation present in your swimming pool. We also provided a proposal to remove the sand, utilize our specialized equipment, and level the pool, but you chose not to proceed with this offer due to financial considerations.

In regard to removing the liner before the installation date, we actually have a name for that step, and it is called an "X Out." All of our clients are offered it at a cost that you also declined. We have garbage bags with us on every job.

Subsequently, the liner you purchased experienced a seam rip. It is important to note that we did not manufacture the liner. Despite your decision to decline our warranty, we went above and beyond and extended a 50% discount for the second installation to assist you as much as possible.

The shoes were developed in 1998, and they have been successfully utilized in installations for many of your neighbors' swimming pools, who have expressed high satisfaction with our services. We regret that we were unable to meet your expectations, and we recognize that sometimes, specific clients and businesses may not align well for collaboration. This sentiment was expressed during our previous discussions last year, which were challenging.

Ultimately, requesting a complimentary installation without purchasing the warranty we thoroughly explained is the reason for this review. We are a business dedicated to supporting our valued customers by offering a warranty that would have addressed all concerns, except for the undulation caused by the initial installation.

We wish you all the...

I reached out to Matt in March looking for someone to help open our above ground pool. We communicated via phone as well as e-mail. We bought our home in November, and while I’ve had a pool in the past, it’s been about 10 years. I thought it would be less stressful to have someone help open the pool and Matt had great Google reviews so I felt confident in hiring him to help. We discussed the opening, and I even offered to pay him additional money to spend some extra time on our pool so I could re-learn the pool equipment.

The day of the pool opening, I received an e-mail that our appointment was re-scheduled to later in the day (originally scheduled 9-11am) to 12-2p without a phone call. I promptly called Matt and confusion ensued. Matt thought he was installing a sand filter, and had no notes he was opening our pool. He told me I needed to remove the cover from our pool and start filling it (which removing the cover is half the work - FYI he doesn’t remove the cover for you), but said he would still be there after 12p. He also informed me at this time, and not at our initial scheduling call that he DOES NOT turn on/set up pool heaters.

I received another phone call at about 1:30p saying he was concerned about rain or a potential thunderstorm and he recommended to delay the opening due to the rain ruining the chemicals he would be putting in. This is AFTER he instructed us to take the cover off. He said he was very busy and would be unable to reschedule within the next 1-2 days before I needed the pool opened for family coming into town. I told him the opening was happening regardless at this point and he ended up refunding our $100 deposit.

We ended up doing it all ourselves before we got a sprinkling of rain, with a healthy dose of stress on my end. The Great Escape was great at selling me the chemicals I needed from a water sample I brought in and now I have a sparkling, clear, blue pool. Normally, I don’t write negative reviews but since I hired him solely based on Google reviews, I think this is...