6 Customer Reviews
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Review from Erin H.
5 stars01/03/2024
Keith Zars Pools is a great company. We?ve had an amazing experience with them from day one. We know we went with the best!
Keith Zars Pools Response
01/09/2024
Thank you for your rating and review.Review from Frank S
2 stars09/20/2023
Dear Better Business Bureau,I am writing to formally submit a complaint against Keith Zars Pools regarding the unsatisfactory service and lack of responsiveness we have experienced as customers. Our initial interactions with Keith Zars Pools were positive during the pool construction phase, with attentive salespeople and a seemingly professional approach. However, our experience has taken a significant downturn since the completion of our pool installation.Service Decline: After the payment and completion of the pool, the level of service provided by Keith Zars Pools has been subpar.Equipment Failures: We have encountered persistent equipment failures, leading to costly repairs and water wastage. A recent incident involving a faulty equipment leak resulted in a $400 increase in our water bill. The response time from Keith Zars Pools in addressing these issues has been inadequate.Non-Functional Pool Lights: Our pool lights have been non-functional for an extended period of approximately four months. Despite multiple attempts to have this issue resolved, we have received no assistance or a clear timeline for the repair.Voiding of Warranty: We have been informed that hiring another service provider to address these issues would void our warranty, leaving us with no recourse for immediate resolution.Resolution Requested:We kindly request your assistance in mediating this matter with Keith Zars Pools to achieve the following outcomes:Timely and effective resolution of the equipment failures, especially the non-functional pool lights, and reimbursement for any water-related expenses incurred due to their faulty equipment.We appreciate your prompt attention to this matter and your assistance in facilitating a resolution with Keith Zars Pools. We believe that your intervention will help us achieve a fair and satisfactory outcome.Keith Zars Pools Response
01/09/2024
Our service technician went out on 09/27/23 and put new cord in the pool and verified that the lights are working. We spoke to the Customer on 01/09/2024 to confirm to make sure the lights are still working and he said he would check and let our team know if they were not working currently.Review from ANN L
1 star10/30/2021
Terrible company for service and maintenance. We have had a Keith ********* for over 20 years along with the Lifestyle Protection Plan that costs about $1500 per year. The service at Keith ********* has gone down dramatically over the past few years. I would rate it very poor. It takes MONTHS for someone to come and fix a problem, even though they keep saying someone will come next week, etc. We have a weekly cleaning contract with them but there have been quite a few times when someone never came out. I pay $239 per month for pool cleaning and I have to do it myself! I would caution against building a pool with this company.Keith Zars Pools Response
11/12/2021
Thank you for bringing these issues to our attention and allowing us to rectify your concerns. We regret that timelines have been affected because of labor and material shortages and understand your frustration. Thank you for continuing to be a loyal KZP customer and for your feedback.Review from Michele K.
1 star10/04/2021
I was a customer of ****************** for 4 years. I hired them to clean our pool right after Hurricane ******. They came out once a week to clean our pool. For almost 4 years, I never once had a complaint. They took very good care of our pool and the communication was great. If anything ever broke, they would inform us, give us a quote and fix it without hesitation. They were very honest and fair on any repairs they made to the pool. That all came to an end recently. The lady that was cleaning our pool was amazing, never had any problems with her. Keith Zars relocated her and brought in another lady. Our pool went down hill from there. It was always dirty, she rarely vacuumed it and yellow began to appear in the pool. I was told it was yellow algae (we never had algae in the 5 years we owned the house). I expressed my concern and was assured it would be handled. The problem only got worse. The new lady that was cleaning the pool would just dump chemical in the pool, honestly I don't think she even knew what kind of chemical she was using. I never once saw her test the chemicals in the pool. Heck sometimes she didn't even show up on the day she was scheduled to clean and My husband would get out there and clean the pool. The previous lady always tested our pool before putting any chemical in it and she always vacuumed it. So months went by and the yellow still had not disappeared, it looked worse. I had been told that she was treating it with special chemical. I called Keith Zars and asked for someone to come out to my house to look at my pool. They sent the lady that use to clean my pool out along with another lady. She expressed her concern with me on how bad the pool looked and said that my pool did not look the way it did when she cleaned it. I showed her the empty bottle of chemical the girl had left behind (not even throwing her trash away) and she did not think that was the correct chemical to even be using. Her and another lady tried to scrub the yellow off the plaster and it would not come off. They both said they did not think it was yellow algae, but it looked as if the plaster was being eaten away. I asked her to relay that message to her boss and to tell him how bad our pool looked in hopes he would be a little concerned that the new lady cleaning our pool was going around messing up his customers pools, but I heard nothing from them. I previously complained 3 times and nothing changed. So now I am left with a damaged pool from Keith Zars carelessness. For 4 years, I had nothing but great things to say about this company. I sent multiple neighbors their way and gave them business. Anytime someone would ask me for a recommendation of a pool cleaning service, Keith Zars was the first company out of my mouth. I can't say that about them now, not after the way we have been treated with the problems we have had with the current lady that was cleaning our pool and how she damaged it.Review from Jamie H.
1 star07/22/2021
This has been the absolute worst experience and company that I have ever dealt with. We signed a contract in November of 2020. We were told by the sales **** 6-8 weeks for completion with excavation starting in January. The stakeout didnt even happen until January and we were then told excavation would happen the beginning of March. Communication is horrible and so at the beginning of March we reached out only to be told, they wouldnt begin until June with an **** week completion time (in writing).We didnt take this as the final answer and so construction began on 15 March. Since that date, we have had nothing but issues. The sheer radius descents which were supposedly ordered in February never came in, so to move the project along we agreed to straight descents. They plastered at the end of 14 weeks only because I posted a negative review on social media. The project was finally completed at 18 weeks of construction and 8 months after contract. We asked repeatedly for updates and received few. The project was only completed after negative social media comments. The subcontractors they hired destroyed our front planter only to fix itI use that word loosely. They will tell you they do not use subs, however, this is inaccurate. The cleanup crew moved rebar into the lawn which demolished the lawn mower blades to add to the heartache. Maybe the only way to get service with KZ Pools is to be on the Pool Kings, but you are looking at one very dissatisfied customer.We have had to police crews. I pick up trash every day after they leave. We have had to have work redone because of poor craftsmanship. They will tell you a lot of things, but most of which are not true. I have elevated my concerns and basically we were told we are lucky to have it completed. Poor customer service, poor communication, and subpar company. Choose someone else. We have friends who used a smaller company. Four months from contract to completion! Learn from our mistakes!!They have also blamed all delays on the pandemic. However, these slippages should have been communicated prior to signing contracts. We were 8 months into the pandemic when the contract was signed. Supply issues would have also been known if the pandemic was truly to blame. The timeframe should have been adjusted and prospective customers should have been told the truth. The only thing beyond their control was weather, and the kind of slippage we experienced was not solely due to weather. Also, any good PM already has weather delays built into their schedule. Integrity is important and so is honesty. This may be something your team needs to take to heart! I posted a negative ******** post only to look later and see the review page was removed from their page. Apparently constructive criticism is not appreciated nor taken well.Keith Zars Pools Response
11/12/2021
We are disheartened that your experience with Keith Zars Pools has not met your expectations and understand your frustration with some of the issues you highlighted in your review. Regrettably, our timelines for projects have been deeply affected with continuing labor and material shortages due to the pandemic, an unprecedented winter freeze that affected our state and above average days of rain for this time of year. These challenges are being felt industry wide. We know the timeline to complete your project required more patience during this unprecedented time in the pool building industry. We are thrilled that your pool project is now finished and hope you start enjoying making lasting memories poolside.Review from *
1 star06/16/2021
Keith Zars does not take accountability for problems they create. The pool cleaner (from Keith Zars Pools) did not maintain my pool or equipment properly. I started with a salt water pool but never in 3 years did she add salt, and she over did it with chlorine causing white calcium deposits on my plaster. I now have to replace my pool plaster and replace much of my equipment. The Keith Zars pool cleaner also let her husband swim in my pool while we were on vacation.Keith Zars Pools Response
06/17/2021
Thank you for bringing this matter to our attention. We value our customers and take their feedback very seriously. Our employees are expected to act professionally when representing our company at all times. We sincerely apologize that your experience fell short of this expectation. The employee that serviced your pool is no longer employed at Keith Zars Pools. Again, we thank you for your feedback, and wish you all the best.
Customer Review Rating
1.83/5stars
Average of 6 Customer Reviews
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