Reviews
Customer Review Ratings
Average of 85 Customer Reviews
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Review fromCary G
Date: 07/29/2025
5 starsWe have been thrilled with our pool package (Saltwater 5000) since we installed it in 2023. Nice looking pool, quality product. **************** has been phenomenal to work with. Highly recommend The Pool Factory.
The Pool Factory Inc.
Date: 07/30/2025
We are so happy to hear that you love your Saltwater 5000 Swimming Pool! Thank you for the great review and we appreciate your continued business!Review fromRalph D
Date: 07/28/2025
5 starsThank you for the assistance with the problem I reported. I enjoyed talking with you and appreciate the actions you took to resolve the matter. You called me numerous times, which is unusual in today's business environment. I can't count all the times I have given up trying to resolve internet issues. The Pool Factory telephone system and resolution system is exemplary as was your efforts Unlike most customer service experiences, you provided prompt and efficient service which is refreshing.The Pool Factory Inc.
Date: 07/30/2025
Thank you for the wonderful feedback! We appreciate your continued business.Review fromWalter S
Date: 07/24/2025
5 starsGreat place customer service is phenomenal and they sell quality products!!The Pool Factory Inc.
Date: 07/30/2025
Thank you for the amazing review!Review fromJeff M
Date: 07/22/2025
5 starsThe customer service team from ********************** is top notch. I had an issue with my salt sell and they went above and beyond to get me a replacement. Contacting them was easy, I got a response back super fast and communication after that was timely and effective. If I ever need another pool or more parts for mine, I wont look anywhere other than the pool factory. Thank you Trip and the pool factory team!The Pool Factory Inc.
Date: 07/23/2025
Thank you for the positive feedback! We are always here to help!Review fromZach T
Date: 07/16/2025
5 starsMy pump bearing was going out make awful noise. This pump was barely over a year old. I spoke with *** and he worked with the pump manufacturer. He was able to get it took care of everything under warranty. Quick, hassle-free replacement and super helpful throughout. He called me back same day and replied to my emails same day. 1 day total to get this issue resolved. Couldnt ask for better service. Pump manufacturer is drop shipping me a new.The Pool Factory Inc.
Date: 07/23/2025
Thanks for the great feedback! We are glad to hear that you had a great experience with *** and we will always help you with your swimming pool needs!Review fromAmber G
Date: 07/14/2025
5 starsWe have been dreaming of a pool for many years, we were finally able to afford one this year, we purchased our pool with The Pool Factory, and could not be more happy with the product, and shipping and especially the service I have had a few questions and Mr. *** has always gotten back to me within a hours. I have already referred them to friends of ours and would recommend them to anyone. Thank you Pool Factory for allowing us to have a smooth process with minimal issues, and thanks for always being there when we need you. Very Satisfied Customer!!!!!The Pool Factory Inc.
Date: 07/15/2025
We are so happy to hear that you had a great experience with ***! Thank you for the wonderful feedback, and we hope you have many years of enjoyment with your new swimming pool!Review fromkathleen b
Date: 07/14/2025
1 starDo not waste your time or money. Go to a reputable pool facility. Pool was not delivered when it was supposed to be. The installer now has to put me at the end of July possibly beginning of August. I already spent 500 dollars to have my yard leveled. I never took possession of the pool, so I called them to advise them my husband HAS been diagnosed with a very rare form of cancer. I decided not to purchase the pool at this time. They are charging my credit card ******* for restocking fee and delivery. No compassion whatsoever. **** ******* is one of the owners and I explained to him what life circumstance's on going on and he suggested I put the pool up for sale on Craigs list. Who would say something like that. Stay away at all cost.The Pool Factory Inc.
Date: 07/15/2025
While we are truly sorry to hear about the difficult circumstances you and your family are facing, we do want to clarify a few important details regarding your order.Your swimming pool was shipped on time and scheduled to be delivered within the expected timeframe. The installers availability is something that is outside of our control, as we do not coordinate installation services. Regarding your cancellation request, the order had already been shipped and scheduled to be delivered to your location at the time you chose to cancel. Our return and cancellation policies, which are clearly stated at the time of purchase, include applicable restocking and freight charges for returned or refused deliveries. These fees are standard within the industry and cover the actual costs incurred during fulfillment.We absolutely understand that life can take unexpected and heartbreaking turns, and we sincerely empathize with your situation. However, we also have to follow consistent policies to ensure fairness to all customers. At no point was our intent to be dismissive or unsympathetic, and we're sorry if any of our communication came across that way.We wish you and your family strength and healing during this time. If you have any further questions or concerns, were here to help.Review fromjeff m
Date: 05/31/2025
5 starsOrdered this i think back in February. Shipping was super quick, our delivery driver went above and beyond and helped me roll the pallet into the garage. The pool was well packaged ?? no dents or scratches! We did the install ourself with rented mini loader over a weekend for the dirt work. Lucky my brother happens to be a heavy equipment operator so the leveling of the backyard was short work. It did take a couple weekend do get it up to wear we could start filling. None of us have done anything more than a simple ******* pool. So we had a couple small issues as directions are great for measurements but leave a bit unclear on some small details. But customer support was a quick call and they told us what we needed to do and after that we were filling the pool today I fact! Its level side to side front to back! We did upgrade the liner and the pool cover and I ended up picking up the aquapro 19" sand filter. We are going to try the cotton filter ***** for weight savings and ease of moving the pump indoors for the winter. Putting in the skimmer was simple along with the return. All in all it was some work for 3 novices and little to no experience setting up a above ground pool. But if you make a plan and go slow it is doable. But after doing it once I would consider having someone else install it. But I think we all will enjoy this pool very soon! Also ducktape is great but 8" and 6" clamps help a ton!!The Pool Factory Inc.
Date: 06/03/2025
Thank you for the great feedback! Our customer support team will always be here to assist you!Review fromJohn G
Date: 05/28/2025
5 starsThe Pool Factory has consistently provided exceptional customer service that far exceeds expectations since buying my pool package last year. When I recently had an issue with my pool vacuum that I purchased through them, I wrote the company an email. *** from their team reached out within 5 minutes of my email. He provided clear guidance, and even contacted the pool vacuum manufacturer on my behalf to resolve the issue quickly. Every time Ive reached out with questions in the past, their team has always been extremely helpful and responsive. During that same discussion, he asked how everyone else with the pool was going and I mentioned that I just opened up my pool and noticed a very small leak from the filter. Without hesitation, he overnighted me a new gasket for my pump at no cost. Joes dedication and the companys commitment to customer satisfaction has been extremely impressive. I highly recommend The Pool Factory for their outstanding service and going above and beyond!The Pool Factory Inc.
Date: 06/03/2025
Thank you for the wonderful review! We are happy to hear that you had a great experience with *** and we will always assist you with your swimming pool needs.Review fromMARK K
Date: 05/22/2025
5 starscustomer service *** ***** helped me along the way with installation and any issues I needed help with even after my pool was up and running and then when opening the next season.The Pool Factory Inc.
Date: 05/25/2025
Thank you for the positive feedback! Our customer support team will always be here to assist you with your swimming pool needs.
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