Business ProfileforNorth Eastern Pool & Spa

Had our pool put in April 2023 (signed contract last year). Concrete took 4 months after pool installation. The concrete company that was used by Northeastern is very unprofessional. At one point the concrete representative (who is the owner, so addressing the issues is futile) tore off a corner of a piece of paper to write down the website for us to review colors/stamping options, because she didn’t come prepared and had no brochures. She left her tape measure behind and stretched out around the unfinished pool area. Her calculations were off for the total square feet and we had to ask her to recalculate them multiple times. Had to ask for an invoice to pay off of from the concrete company. After comparing the concrete invoice and quote, she left the deck drain off the invoice, so it was $400 less than the quote. Her poor bookkeeping is our $400 savings, but another an example of her unprofessionalism and scatterbrained approach. Had to move our fence appointment with the fence company 3x due to concrete delays. In June, the ***** representative came out to show us how to use the equipment and was extremely surprised we hadn’t had our water tested. No one told us we needed to bring a water sample to **** ********* and pick up the chemicals. So our pool sat for the previous 6-8 weeks without being treated. For a 6 figure project ($), I expect more project management, more coordination, better customer service.

Hi ****, we are sorry to hear that you were disappointed in the process of your in ground pool installation this spring. Unfortunately, the weather plays an unavoidable and enormous role in the timeline of pool installs, particularly the installation of the concrete decks. This April was particularly wet, as well as June which saw significantly more precipitation for the Rochester area than we have had since 2019. Additionally, July was the 6th wettest in history for the Rochester area with 6.72” of rainfall. With your pool being dug on 4/21 and the concrete decks being poured on 7/26, we can certainly empathize with you and recognize that three months is a lengthy timeline. That being said, we do offer our homeowners the option to remove the concrete from their contract at any time and work with their own contractor if they feel that is a better fit for any reason. It is not uncommon for homeowners to shop around with different contractors, but most ultimately decide to keep the masonry work in their contract as it has become increasingly difficult over the past few years to find masons that can complete the work any faster than our contractors, without sacrificing quality. We have an incredibly high standard that we hold our contractors to, and it is very rare that we receive any complaints regarding the company that was assigned to your project. We are aware that you received several quotes from other masons that are not affiliated with our company, but you chose to work with our contractor. Beyond providing an initial quotation, our contractor also provided a price per square foot and always remeasures the project after the forms are set to give the homeowner the final measurement and price. It sounds like there were some minor hiccups during the quoting process (such as leaving a tape measure on site) that translated into unprofessionalism, and we’re sorry that it came across that way. If a lack of professionalism was a common complaint we received regarding our contractor, they would not be affiliated with our company. Regarding treating the pool the pool with chemicals, that process is covered in pages 19-20 of our Fiberglass Installation Booklet. We stress the importance of reviewing this booklet with all homeowners, as it contains critical information on the build process and what to expect during each phase of the project. You also received an email from our In Ground Department on 4/21 with information on the project and what to expect regarding timelines, phases of the project, and contact information for our office should you have any questions or concerns along the way. Though our literature discusses filling the pool and prompts the customer to contact our retail department to schedule their Chemical Start Up Appointment once the pool is full, it is part of our process to go a step further and have our retail department contact the homeowner as well. Upon investigation it does appear there was potentially a break in communication in that step and you may not have received a call prompting you to set up that appointment, and we apologize for missing that. Reviewing your initial water test on 6/8, your water tested as any other new pool would, and it did not indicate any algae or issues with the water beyond needing the standard treatment that all new pools receive. So while we apologize for the break in communication regarding this step in the process and the frustration as a result, there was not damage to the pool or the water and no extra steps seem to have been needed on the homeowner’s end to treat the water. In response to your frustration and subsequent complaint however, we will be providing you with a complimentary opening and closing (a value of over $425 for both services combined) as an apology for the lag in communication regarding this appointment. We apologize for any inconveniences you felt you incurred during the installation process, and we are confident you are your family are going to have many years of enjoyment with your new backyard.