Apollo Pools

My experience with Apollo Pools. The surface of our pool was over 25 years old and in bad shape. We were very excited to have the opportunity to get it resurfaced. I contacted a couple of contractors and decided to go with Apollo Pools who gave us the lowest bid. The sales person Dominick was very personable and gave me a comfortable feeling about the company. The job did not begin on time but that was no big deal because you work around weather on any outside job. When the job did begin they did not have enough material to complete the resurface. The pool set partially completed. Days passed and delay was blamed on some warehouse issue. When work resumed the hot tub was resurfaced and did not match the pool. This was corrected. Immediately I started to see white spots in the new surface of the pool. Dominick came and took a look and said they would work on it. I did not hear from anyone until a few days later I happened to see a technician working on the pool. I told him I had just checked the pH and it was extremely low and I was preparing to adjust it. He told me he was glad I had not done anything because they were managing the chemicals and lowering the pH intentionally. I never heard or saw anyone again. I had no idea what I should be doing with the pool besides brushing. I did what anyone would do and called for status and instruction. Over the next six weeks I made 14 phone calls all documented in my phone history with no reply from Apollo Pools. Instead of the courtesy of a return call I receive a letter voiding the resurface warranty due to not maintaining chemicals at the proper level. Turns out they started testing the water after they quit adding chemicals without telling me. After receiving the letter I was able to speak with Dominick by leaving extremely angry message in their voicemail. He told me he knew nothing about the letter but would look into it for me. Over two weeks have passed and I have not heard from him or anyone else at Apollo Pools. A section of my front yard was also resurfaced with waste material about ½” thick covering a 10’ x 15’ area and the suction line on my hot tub is plugged. Follow up since writing review; No contact from Apollo Pools so I went to Apollo Pools office and spoke with Beth. She told me the warranty letter I received was poorly worded and my warranty is not voided. I am supposed to receive another letter confirming this. She also said she would write a work order to unplug the suction line of the hot tub.

I have had Apollo Pools provide "full service" for several years now. The results had been mixed but good enough to keep them. On Thursday, I saw that they had left a completion slip on the front door. This let's me know that they were there each week, but normally the slip is on our patio table by the pool, not our front door to the house. On the slip, the pool guy had taken a pen and underlined "chemical service", "filter cleaned", and "full service". This was to emphasise that these tasks had been completed that day. When I went to the pool, it was still dirty and clear that no one had been there. I called Apollo Pools, spoke to the lady who usually answers the phone, and told her that no one had provided the services underlined by pen on my completion slip. She then told me that the door was locked and they couldn't get in. I checked the side door and she was right. They were unable to get in, which was obviously my fault. I then asked that if that were to ever happen again, that they write on the completion slip something like "door locked" rather than underlining by pen the services that weren't actually completed. When my completion slip has items underlined, I am supposed to trust that they were actually done. The woman on the phone told me that the pool man had underlined the services before he got to my house and then explained that when I realized the services were not actually completed like the slip says, that was supposed to "prompt" me to call them. I found this very odd and tricky. Most people would trust that the completion slip was true and didn't require customers to double check their work. I pay them to know this is taken care of. What blew my mind was her reply to me. I said "Next time, will you please have the pool guy to write 'door locked' if it ever happened again and because having a false completion sheet does not feel truthful." She replied "Well maybe next time, you'll leave the door unlocked." What?! She told me that someone would be at my house on on Friday or Saturday. After that call on Thursday, I called back right away, and left a voicemail asking for a general manager or an owner as I felt very insulted. It is Sunday morning, and no one has come to clean the pool and no call back from Apollo Pools.