Krossber Brothers Pool and Spa — Local services in Town of Farmington

Worst customer experience that I've ever had the misfortune of dealing with! Do not buy a pool if you expect to actually enjoy it the same year you buy it! I purchased a spa from Krossber last fall and had a great experience. My spa even came in a few weeks earlier than anticipated. I was so happy that I decided to buy my pool from them expecting to have a similar experience. Unlike the spa purchase where you pay a deposit until delivery, you must pay IN FULL to get on the pool install list. I paid over $8k upfront on 3/17 with the expectation that my pool would be installed 4-6 weeks after pool installation season started (so they said). I left the store excited! A month passes without any communication from the installer, Smith's Lawn & Landscape LLC. No reach out to say they'd received my information from Krossber, no estimate on when they'd do the site survey so I take the initiative and call them on 4/24. No answer, voicemail is full. Okay. I send an email instead confirming I am on their install list. Zack responds from Smith's and says yes and he's starting surveys that weekend. On 5/9 I reach out again. Zack confirms they got the first pool installed that day! and says he'll keep me posted about the survey. 6/2 rolls around, get a call that survey will be 6/3. When they hand me the install quote it's much higher than expected (almost double!) and I'm charged a $550 distance fee I was not aware of (I didn't have to pay anything extra for my spa delivery). Whatever, I just want the pool installed. They mention "early July" for install. Okay, still in the timeframe-ish I'm originally quoted. 6/10 Krossber brothers shows up completely unannounced with trailer. They said Zack let them know our install was "coming up shortly" and to deliver the equipment. They also said that I should have received a call giving me a heads up. Nope. No call, no email, no text. Thank god I was home. Could you imagine coming home to $8k+ worth of equipment delivered without warning? I email Zack letting them know on 6/23 they need to send their insurance to the town for our building permit (I had to follow-up again on 7/7 before it's sent). On 7/23 Zack sends a text and asks if 7/28 will work for our installation. I let him know that we will unfortunately be out of town until 8/6. I paid for my pool over 5 MONTHS AGO and 7/28 was the EARLIEST install date Zack offered- the second date was 8/22!!! and I declined as it's too late in the season now! I know his first pool was installed on 5/9. 4-6 weeks would have landed us in a 6/6-6/19 timeframe. Of course we get weather delays, but c'mon, 7/28 is 11.5 weeks after the first install. That's double the original timeline! No way weather delays added almost 6 weeks. My grass is half dead from lack of rain so what weather delays? I have had to move all the equipment twice that was delivered TWO MONTHS ago (no way was I leaving it outside any longer). Not to mention the birthday pool party promises I made to my kids are ruined. To say my kids are disappointed would be an understatement!! Any hope of enjoying our pool this year has completely fizzled. I never would have paid $8k+ in March had I known my pool install would take this long! There are many other pool and spa dealers I could have purchased from, but I CHOSE to be a repeat customer to Krossber. When I called Krossber and voiced my concerns over lack of communication and professionalism with their installer their response was to "text" Zack and they're not responsible for the install. They even mentioned that other customers have had the same issue with Zack. Basically we got our money, install is not our problem, contact him. But it is. This is the company you do business with. This is the company you refer your customers to. They represent you as much as your own employees do. If you are selling too many pools that Smith's can't complete install for, then you need to find another contractor for your pools- bottom line. I guess we'll store our pool for a year before it...

We bought a large pool and saltwater system from these guys. They were great until we had a problem with the filter. It was indicating there was "no flow" which means the salt generator is not generating chlorine. I had just been in to buy multiple products to fix the water after being away during multiple storms. Algae was developing. I called to determine how i could address this issue and was told by a very rude receptionist that they were busy and would call me back. About 4 hours later, I called back and the woman basically yelled at me for calling again and told me the lobby was full and they would get to me when they get to me. I asked if it would be the same day, and she said she didn't know and repeated that the lobby was full. I said, so i have to come there to get customer service? And she said "Sorry," so rudely I could hear her shoulders shrugging. Mind you, we have given these people thousands over the last year and a half and our pool is in its first season.

In the morning I waited until they'd been open 15 minutes before I called FINGER LAKES POOLS AND SPAS. I wasn't ever calling there again with the way i was treated by the receptionist or whatever she is and I was worried I'd need to be near the pool to understand what to do. The person who answered there was very polite and put me on with the owner immediately. He told me what the problem was and how to address it and walked me through how to backwash. I had no idea we were even supposed to do this. After I followed his instructions, the levels returned to normal, the algae was killed, and the pool was swimmable for the last day of my staycation.

Since Krossbers just returned my call 8 days later, I am very grateful to FINGER LAKES POOLS AND SPAS for helping me correct this problem and getting that pool day in, and for being personable and polite, and for educating me on pool care that I was not told. I will be taking my business there from now on, just in time to purchase a hot tub!

I would give 1 star, I was so frustrated by this, but i gave 2 bc the guys that i have dealt with in the past were always polite. But my pool would have been in bad shape 8 days later had I not found another...

We bought our pool from KB in 2013 and it was an amazing experience. On top of a fantastic price, Jim was incredibly helpful and patient with his training us, complete neophytes, on how to manage the pool. Ever since, we have always received and enjoyed top-notch service and care when it came to supplies, advice and maintenance throughout the years. So, in 2020, when it came time to FINALLY get our spa, there was no considering anyone else BUT KB. Even though the entire COVID-19 issue forced us to wait 8 months (which was absolutely NO FAULT of KB), it was well worth it when Mike and Cousin Chad (of Facebook spa snobbery video fame) showed up with our Caldera Marino. Jeremiah Sickmond had been keeping us diligently abreast of the situation throughout those months with all updates from the manufacturer, as disappointing as they may have been - again, no fault of KB, who were more frustrated than we were. Upon delivery/setup of the spa, Mike delivered his incredible knowledge and expertise, aware of every little subtle nuance and making sure I was aware of them. For example, making sure the exact placement of the spa was such that 1) all sides could be accessed easily; 2) that people wouldn’t strike their heads on the gazebo ceiling as they were going up the spa stairs; 3) which side was apt to receive the worst wind and precipitation and more. Residing 30 miles away does make it a bit far to get chemicals but it is always worth the drive to stay in touch with Jim, Mike, Chad, Jeremiah, Debbie and the rest of their amazing staff. Jim & Mike - your success is an obvious testament to the excellent customer care you have provided to so many people over the past several years so it is very well deserved. It is always a pleasure to do business with you. Keep up the great work! Paul &...