Customer ReviewsforCincinnati Pool & Patio

Absolute FIASCO! Ordered pool cover in July, also ordered a pool closing. They set date for Oct 17 which was fine. I called on October 17 and was told cover had not been made yet but they would rush. After weeks of cleaning leaves out of pool they said pool cover was ready. Matt came out and the cover was the wrong size! Cover finally installed in middle of December, no apologies and Chris threatened to charge my **** without my authorization to get their money. On top of this they charge $110 service fee for driving to West Chester. The cover is not the color I ordered and they drilled more holes in my cement as they didn’t bother to come and measure. STAY AWAY!!

Thanks for the feedback. Well.. You did agree to the color change when notified that the manufacturer was out of the original color. They did make it in the wrong size initially and we had it re-made within the best timeframe they could. We are after all, at the mercy of the factory manufacturing these things. As far as the holes being drilled, you were also informed that the new cover would NOT match the old anchors in the concrete and you agreed to have the cover made to whatever the new dimensions would be. Also, you were credited the $110 service call for closing the pool, not installing the cover, that was on a separate invoice. And yes, we did measure for the cover. We appreciate your business and are certainly sorry things did not work out to your liking. Please call back into the store to pay the remaining balance on your outstanding invoice and discuss this with me personally if you like. I'm happy to hear feedback from all my customers. *** **

Absolutely terrible customer service. We had a new liner installed less than a year ago and it’s already coming loose from the track. When I called to have it fixed, Rob the manager, told me it wasn’t their problem and I could pay a service fee or do it myself to fix it. After Rob argued with me about it, he said I was being ridiculous and said some other rude comments. We will never use them again. We paid a substancial amount of money and this is unacceptable

Hi ***** and thanks for the opportunity to respond to your issue in perhaps a less heated exchange. For those reading this, keep in mind everyone is entitled to an opinion and we respect that. However, giving services away at no charge because a customer feels entitled simply because they spent money with you does not equal poor customer service. The fact that you don't get what you want after threatening bad reviews is still not poor customer service. So if this less than stellar review is because you called, got an education, didn't like hearing the truth, threatened retaliation and still didn't get what you wanted for free, then sure, we will take it. For those still reading, ***** had a liner installed and everything was great. Then he opened his pool and the liner was coming out of the track in places. It was OK in the fall, then not in the spring. What happened? Well if you google "liner out of track", the first article that pops up will tell you all about it. ***** didn't do that. He called and got the information over the phone but didn't want to hear anything except its not his fault and he is not going to lift a finger to fix it. That's all well and good until we state there will be a service call charge to do it for you. BOOM. Now the bad review talk starts rolling. "Are we going to pay for water if I have to drain the pool." No, the product is not defective. "Are we going to provide free labor to correct the problem". No again the product sold is not at fault. "But I spent $$$". It's our pool apparently, it just happens to be in his back yard. ?? I get it but the product is not broken, it's the liner track that is permanent on the pool and cannot be replaced. So we sell a product that is not defective, the installation is not an issue and everything is all good until... Months and months later. The condition "liner out of track" happened over the winter and is most likely due to the situation as described again when you google the issue. Its also possibly due to improper winterization, which we did not do. We did winterize the pool previously without any issues. Last year we did not. Coincidence? Doubtful. Lowering the water during winterization releases downward pressure on the liner. That's what holds the liner in the track right. Now it's out of the track. 1+1= you may have caused the issue yourself by taking out too much water. Link to the first article on google on the matter below (if it sticks)* ********************************************************************************************************************************.