Business ProfileforPenguin Pools

I reached out to Penguin Pools as I need our liner replaced. I was sent a quote with a contract to be sent back along with 60% of the quoted price and 3 liner design choices as materials were going in and out of stock almost daily. I signed the contract, sent a check for almost $4,000 as well as 3 liner choices on 5/12. I received an email that my pool would be opened the week of the 24th and the tech would be measuring the liner at that time to order the new one. I reached out to find out if I was able to find the exact date as I did not want to leave my gate unlocked for a week and I was told they would notify me a day prior to their arrival. Thursday the 27th late afternoon I reached out as I had not heard back and received an email the morning of the 28th stating that due to staff shortages and weather (weather had not been bad) they were behind but were hoping for Friday or Saturday. I expressed my concern was more about getting the liner measured and ordered and they assured me it would be measured at time of opening and they would be there that day.The tech did in fact show up and was very pleasant but advised me that he was unable to measure due to the pool not being clear. I would think when they scheduled this, they should be aware that pools are not clean at opening after being closed all winter. In years past, when I've had my pool opened, the tech brushes down the liner and hot tub, chlorine is in the tube, the skimmer is set correctly, the overflow spa is correctly operating. None of these things occurred on top of the liner not being measured. I reached out on June 1st with my concerns and was told the pool needs to be clear to measure. Although that is all logical to me, why was it not scheduled differently as they should know this if they are in the pool business. I was advised to send pictures and they would get me scheduled. I immediately sent photos and requested to be scheduled asap to get the liner ordered as it is a month wait for the liner and materials are what they are. I expressed I was concerned about the install due to the misinformation up to this point and have yet to hear back. I emailed them in the morning 6/4/21 requesting to just have my money refunded minus the pool opening since they could not have the courtesy to respond to my concerns or schedule the lining measurement, still no response.It appears once they have your money, they do not feel the need to do much beyond the minimal. I can understand if they are short staffed or busy but how hard is it to reply to an email? If I received an email, even if late in the evening I could respect that but nothing. Unfortunate that a company doesn't care about their customers. I will be contacting my attorney to get my money back and work with a company that values their customers. Very frustrated to say the least."

I am sorry that we weren’t able to meet your expectations on the pool work you needed done. We are always trying to improve our service and we will take this matter into consideration. Our records indicate that we communicated with you on 5/4/21 that the opening and liner measure would be done at the same time, provided the water was clear. You had additional questions on the pricing of the opening and what was included, which we responded to the same day along with a schedule for the week of the 24th. An email was sent over on the 20th explaining what will happen at the opening and what to expect. An email was sent out on the 27th stating we would be out on the 28th to perform the opening. You expressed concerns about the liner measurement on the 28th as it wasn’t done at the opening. Our tech mentioned that once the pool is clear, we will come out to get the liner measured and ordered. On 6/2/21 we got an email and picture that the water was clear and we scheduled your measurement. On 6/4/21 you sent an email asking for a refund for the liner. We called you same day (left a message) about the liner measure and that we would refund you if you still wanted. On 6/7/21 you expressed your concerns via review. On 6/8/21 we call (left message) and emailed you about your concerns. On 6/9/21 we called (left message) about your concerns and canceled the liner measuring. On 6/10/21 we called and let you know we were going to overnight your refund check. We hope that you can find someone to do your liner measurement for you and provide you the service level that you deserve.