Reviews

Review Details

• Review fromGreg H

  Date: 02/25/2024

  5 stars
  They did a five star job start to finish. The Kayak staff was very friendly and efficient with our pool ********. Very happy with the finished product.

  Kayak Pools Midwest

  Date: 02/26/2024

  Thank you for the awesome 5-star review on BBB! We're thrilled you had a great experience with our friendly and efficient team. Your satisfaction is our priority. If you ever need assistance or have questions, we're here for you. Enjoy your vacation in your own backyard!

• Review fromDana P

  Date: 11/01/2023

  5 stars
  Very professional and efficient company. High quality and low maintenance pool. Easy process each step of the way. Would highly recommend. Looking forward to many years of enjoyment from our pool.

  Kayak Pools Midwest

  Date: 11/13/2023

  Thank you so much for taking the time to share your positive experience with Kayak Pools! We're thrilled to hear that you found our company to be professional and efficient. It's wonderful to know that you're enjoying your high-quality, low-maintenance pool and that our team made the entire process pleasant and easy for you. We truly appreciate your recommendation and look forward to providing you with many more years of pool enjoyment. If you ever have any questions or need assistance, please don't hesitate to reach out.

• Review fromMARIO Y

  Date: 10/06/2023

  5 stars
  I would recommend Kayak Pools Midwest to everyone want who want a quality, strong, and durable swimming pool, and Virtually Maintenance Free. I have friends who have enjoyed their Kayak pools for over 20 years and never had any complaints. It is a shame we live in a world a few people complain and everyone believes these complaints. We can all complain about everything in life.Life is to be enjoyed and a Kayak Swimming pool will bring enjoyment to the family for years to come.**************

  Kayak Pools Midwest

  Date: 10/09/2023

  We are truly grateful for your glowing recommendation of Kayak Pools Midwest. It's heartening to hear that you and your friends have had such positive, maintenance-free experiences with our swimming pools for over two decades. We understand the frustrations with complaints in today's world, but we remain dedicated to delivering outstanding quality and service to the majority of our customers. Your satisfaction and the enjoyment our pools bring to families are at the core of our mission. Should you ever require assistance or have inquiries, please don't hesitate to reach out. We're here to ensure your family's continued happiness with your Kayak pool.

• Review fromKathy G

  Date: 09/09/2023

  1 star
  Very dissatisfied as we were over promised and underdelivered for our pool. We received the wrong pool kit. Parts are still on a pallet in our back yard for someone elses pool. Nice eye sore every time we go outside. Its been over 2 months since installation. We were supposed to get steps, they never came, heater, never came, lighting, never came. Now our calls and messages are being ignored, we were so excited to have this pool built and its been a bummer it wasnt what was promised.

  Kayak Pools Midwest

  Date: 09/15/2023

  We sincerely apologize for any inconvenience you've experienced, and we take your feedback seriously. Our records show multiple attempts to reach out to you regarding the checklist and adding steps to your pool at the end of the season. Regrettably, we did not receive a response despite leaving voicemails. A review of your initial order at the beginning of the season, steps, lights, and a heater were not included. This documentation has been provided to you. If you have any contrary documentation, please share it with us for review. We value transparency and want to ensure the accuracy of your order. Your satisfaction is essential to us, and we're here to assist with any questions or concerns. We appreciate your business and are dedicated to resolving this matter to your satisfaction.

• Review fromLeonard H

  Date: 07/18/2023

  1 star
  Managers bait and switch Refuses to return calls Breaks promises Manager lied, they had pool but said it hadnt arrived, assistant confirmed pool was in stock but they forgot it was there for 3 months!Send threatening emails Installed wrong equipment Pool put in crooked to clients request and unfinished.Months went bye so contract abandoned.

  Kayak Pools Midwest

  Date: 08/21/2023

  First and foremost, we am truly sorry for any miscommunication, unreturned calls, or other issues you may have experienced. This is not the level of service we aim to provide, and it is certainly not reflective of our commitment to our customers. In regards to the unfinished work and the contract that seemingly went unresolved for an extended period, this is not indicative of how we usually handle our projects. Please know that your feedback is invaluable to us, as it helps us identify areas in which we need to improve. We are taking immediate steps to address the issues you've raised and are committed to delivering a fair resolution to the homeowner. Once again, we apologize for any inconvenience you've experienced, and we want to assure you that we are committed to delivering the high-quality service that you rightfully expect from Kayak Pools Midwest.

• Review fromkim h

  Date: 06/10/2023

  1 star
  We purchased a pool thru kayak last summer and was delivered in November. We paid out of our pocket to have 5 tons of sand delivered so it was here for the day of install, May 2, 2023. I spoke to ******* at Kayak who assured me they would refund me what was charged on our contract. I was later told they would take this off the final $1,000 once the pool was completely installed. On install day the installer, *******, told us it would only be 2-4 days to install it. This installer never showed up on time. On day 3 of install he informed us there were missing parts and had to wait for them to be shipped in. This took **** days. It took the installer another 5 days to come back out. He originally told us he could come the day after it was delivered. The head installer informed us more than once that he had to get other installs done and would get to us when he could. When he did come back there were more parts missing to the apron. He had us fill the pool **** with water. The pool turned completely green because the filter he hooked up was done wrong and leaking like crazy. We have pictures and video of this. Also, he did not tamper the dirt under the pool liner on the bottom so it is very rough and bumpy. The installer is/was responsible for the grounding/bonding of the pool. We had the county inspector come out and it failed. We contacted Kayak and the installer to let them know it needed to be redone. The installer was insistent the inspector didn't know what he was doing. The installer came back and finished installing the missing parts and reworked the bonding. 2nd electric inspection, which we had to pay another $40 for failed worse than the 1st one. The installer refuses to come back and fix it. Said he is done with us. We have waited over a month to use this pool and getting nowhere. I have kept Kayak informed the whole time but keep hitting brick walls. No one ever calls back and I have to call constantly. Very frustrated with all of it.

  Kayak Pools Midwest

  Date: 07/19/2023

  We apologize for the significant inconveniences you encountered during the installation of your pool, which you purchased through Kayak. Your feedback is extremely important to us, and we want to assure you that we take it very seriously. We understand the frustration and disappointment you must have felt throughout this process.Rest assured, we are actively investigating the situation to identify the areas that went wrong and prevent such issues from recurring in the future. Your feedback will be instrumental in improving our services and ensuring a smoother experience for our valued customers.Regarding the compensation for the troubles you faced, we are in ******* discussions to arrive at a fair resolution. We genuinely appreciate your patience as we work towards resolving this matter to your satisfaction.Once again, we apologize for the inconvenience and frustration you have endured. We value you as a customer and are committed to making things right.

  Kayak Pools Midwest

  Date: 07/19/2023

  We apologize for the significant inconveniences you encountered during the installation of your pool, which you purchased through Kayak. Your feedback is extremely important to us, and we want to assure you that we take it very seriously. We understand the frustration and disappointment you must have felt throughout this process.Rest assured, we are actively investigating the situation to identify the areas that went wrong and prevent such issues from recurring in the future. Your feedback will be instrumental in improving our services and ensuring a smoother experience for our valued customers.Regarding the compensation for the troubles you faced, we are in ******* discussions to arrive at a fair resolution. We genuinely appreciate your patience as we work towards resolving this matter to your satisfaction.Once again, we apologize for the inconvenience and frustration you have endured. We value you as a customer and are committed to making things right.

• Review fromA. D.

  Date: 06/10/2023

  1 star
  We entered a contract with Kayak Pools Midwest on 6/22/22 for a 12x 20 pool. The sales guy gave incorrect information to calculate the slope (rise only/not run). The sales guy also wrote that bonding of the pool was included in the overall cost of the installation. After signing the contract, I was given a list of things I would be responsible for to have the pool installed. I was now responsible for the bonding as Kayak Midwest is not licensed to bond in the *****************. The cost associated with the extra digging/bonding/sump pump/and supplies/labor/backfill was $7040. At the time of install they informed me that the slope was too large to be recessed to the desired level. The extra digging ($2790) was not needed, and a sump pump wasn't required. The price for the sump pump/bonding/supplies was $4250. My cost to contract bonding with a licensed electrician was $850. At the time of install i was required to pay the final $1000 owed. I assumed the $2790 back for lack of extra digging, of the $4250 i figured $2800 should come back to cover lack of supplies/sump pump/and the fact that i had to pay $850 for the bonding. I got the run around until May 2023 and was told I was approved for $5096.08 as a refund, less the $1000 owed. I was issued a check for $2096.08. I was told that the calculations were incorrect and have yet to receive an explanation. One note is that shortly after signing my contract, Kayak Midwest lost BBB accreditation. I asked about that and was told their system was hacked by several bad reviews and they would be back in compliance soon. It seems that was a lie.

  Kayak Pools Midwest

  Date: 06/16/2023

  ****, I am sorry that you had a negative experience with your sales representative. I did just send you an email addressing your concerns and explaining the refund itemized out for you. We will to address each of your concerns and make sure everything is taken care of and nothing is left outstanding!

  A. D.

  Date: 06/23/2023

  While i appreciate the response i still disagree with the amount refunded and the way that business has been handled up to this point. It is unacceptable that i have to call or email on a daily/weekly basis to get answers only to finally get some communication when a complaint is filed. I would not recommend Kayak Pools Midwest to anyone that i know. In fact if i am asked i will warn against doing business with this company.

• Review fromDonna G

  Date: 05/16/2023

  4 stars
  The pool is great! Took awhile to get it but we did order it before COVID.

  Kayak Pools Midwest

  Date: 05/18/2023

  Hi *****, Were so grateful that you took the time to share your feedback with us. Our team will be happy to hear that their hard work has paid off! If theres anything we can do to serve you further, let ** know.The Kayak Pools Midwest team

• Review fromK. S.

  Date: 01/21/2023

  1 star
  In 3-2022 we contracted and submitted our deposit to Kayak. Our salesman, *********, told us to expect delivery/install within ***** business days (middle to end of May-June at latest). We continued emails with our rep ***** who started off strong then dropped the ball. Fast forward to OCTOBER 2022. Between March and October (nearly 8 mos.) Kayak gave every excuse known to man: weather, install issues, waiting on construction. We were told the pool would take 4-6 weeks to complete and were told to continue the process on our end to be ready. We hired a surveyor, applied for/received permits, arranged water delivery, hired landscapers/construction crew-all with pending dates-ready to go. Those months filled up with more postponements with no install in sight. The ground began to freeze in October when I received a call mid October that the pool was finally ready for delivery and that Kayak would like to set up an install date. So now, we have no pool and Kayak has my nearly $8K. They offered us $5K to which we declined. They then offered us a $500 discount (yes, $500 on a $30K project). The offer came with the stipulation that we leave multiple 5 star reviews on *********** in exchange for the discount that we'd receive once all reviews were posted and verified. They were horrible communicators, customer service was deplorable and the *** ******************* was unapologetic nor sympathetic to our situation. Never once apologized. Never once reached out to explain"extenuating"circumstances. If you're on the fence on whether or not to hire this company, for all things holy, RUN! If they reply they'll give some BS reasoning, excuses, and lies-know we did EVERYTHING required on our end. Not until mid October we no longer spoke to them-hadn't heard from them since August, despite their promise of weekly updates. We were so fed up we no longer trusted anything told to us. Simply run. Find a pool elsewhere with a company who appreciates their customers, their time and money.

  Kayak Pools Midwest

  Date: 01/25/2023

  Kayak experienced delays last year due to both manufacturing shortages and inclement weather. Our manufacturer had difficulty getting inventory and completing pool packages because of COVID-19 and labor shortages. The unpredictable weather also caused delays in delivery and installation. The Shelkes were offered compensation multiple times for delays that were completely out of Kayaks control. In addition, Kayak was ready to deliver and install the Shelkes' pool, they refused to answer our calls when it was time to deliver their pool and they refused delivery of their pool sand that we had delivered when it was time to deliver the materials and get their installation scheduled. Kayak has a signed contract that very clearly outlines the cancellation policy on the second page of the contract under the Damages section. It states that all timelines are pending weather and any major unforeseen circumstances. Kayak has significant costs incurred at this point, the Shelkes pool is in our warehouse, and we would like to get it delivered and installed for them. If they choose to cancel, the money they have put down will remain on account with them should they choose to revisit a Kayak Pool in the future. Furthermore, the ******* Attorney General has reviewed and closed this complaint.

  K. S.

  Date: 01/25/2023

  Regardless of Kayak's comment, their customer service was terrible, communication was sketchy. no one cared to apologize and we are now out $8K after waiting 8 months for delivery (mid October with install in the frozen ground at the end of October). The contract does state their cancellation policy but also stated ***** days for install. Our pool wasn't even ready for multiple months of waiting. There is a clear reason why their BBB accreditation has been revoked. We are not the only ones who have experienced this.