Luke and I would like to thank the Pool Shoppe for everything! We appreciate your communication with us about every process.
Donna was great at helping us decide to purchase a pool and was great in answering all our questions.
The guys who came out to install the pool were respectful and answered all our questions effectively.
The guy who came out for the orientation was awesome!! He was so thorough and helpful!
We really appreciate it! We cannot wait to enjoy the pool and continue our business with the Pool Shoppe!
A few weeks back I had a new liner installed and just wanted to say WOW! We have had many compliments on how it looks and feel great that we went with The Pool Shoppe.
About 10 years ago we had a liner installed (a company down the road from you) and it was a nightmare from the day we hired them. Phone call after phone call trying to find out when it was going to be done. They broke the coping taking old liner out and never said anything. From the first year on the liner would not stay in and they told me “oh it’s new you can put it back in yourself!” Okay enough of that, the reason I’m writing is to say thank you to Liz – from the day we hired The Pool Shoppe, I had phone calls explaining everything going on and when it would be done. Zach & Pete (hope I got the names correct), the guys who did the work, were exceptional explaining all the procedures. If we were out, they left notes on what they had done and when they were expected to be back.
I APPLAUD all the people who were involved in getting our work done.
Thank you Thank you Thank you
Just wanted to follow-up with you regarding the recent dismantle and move service provided by Dan and his team.
To premise, I was in the Billiards industry for many years and played the key role in developing a corporate structure for Billiard Mechanic Certification for the now long-gone Dufferin Games corporation. I have seen billiard mechanics across the Country and Dan and his team rank amongst the best I’ve seen! It’s clear Dan is passionate about his trade and its reflected in his work. Small things people may take for granted such as: punctuality, courtesy, cleanliness and knowledge were exemplary. It was a 30-year-old, unique Dufferin model pool table and I expected a number of issues to arise. Dan and his team experienced none and the table is in the same stellar condition now as when they first began dismantling it. Please extend my gratitude, compliments and feedback to Dan and his team. Fantastic experience.
I really want to thank you for taking the time to help me trouble shoot. It is not often someone is willing to help you solve an issue with no cost associated.
I have in the past and will continue to support the Pool Shoppe for all my pool supplies/needs. Your customer service and willingness to help has made me a customer for life!
Please share with your staff!
Just purchased the Hamilton spa a couple of weeks ago and we are enjoying it immensely! Our friends had purchased a spa from you in January (I know…brrrr…. our crazy friends!!!) and I am so happy that they recommended that we go to The Pool Shoppe. Service was excellent from both Donna and Brad and we will definitely be recommending The Pool Shoppe to more friends.
Thank you for your patience and expertise in our purchase.
I just wanted to express our deepest thanks from my wife and I to The Pool Shoppe for providing such a great experience as first time buyers of a hot tub in your store. Thank you to the staff, Ed, Lisa, Susan and the boys who delivered our hot tub, and for removing the soft tub we had in our yard which was greatly appreciated.
It’s been a pleasure doing business with you and we look forward to a continued relationship in the years to come. If in the future we know of anyone looking for any of the products you provide we will gladly refer them to you.
Thank you for your kindness and hospitality…
I just wanted to send a little note about Liz. I recently had a new liner installed by your company and dealt with Liz starting last year. Every step of the way she was helpful, informative and nothing less than a pleasure to deal with (even with my 100 stupid questions). Liz kept us up to date every day on where and what the crew would be doing and our entire transaction was seamless. We love our new liner and will definitely recommend Liz to our family and friends.
I was in there yesterday to get water chemicals and order my winter cover from Liz. I also talked to a very nice and helpful young man in parts. He gave me the PVC coupler and glue I need to replace my PVC to Copper fitting that is leaking.
I just want to tell you that I think your parts and service department is to be commended and applauded. There was another gentleman in there yesterday getting a basket full of parts and instruction on how to put them all together.
I suppose some sales people might say ‘stop showing the customer how to do stuff’, but it seems to be a long tradition that I think is very classy. Five or seven years ago, I had a leaking valve in the sand filter you guys installed some years before. Someone there showed me how to insert my own shutoff in line after the filter and before the drain.
Your service folks are probably very busy as it is, so this little tradition probably doesn’t affect those revenues much but it sure does go a long way to making your store is #1 in the customer’s eyes (and pool)!
Thank you all for all the help!
Earlier today we had the final step completed for the installation of our inground pool and we wanted to send a short note to you all with respect to our experience with your company.
We are thrilled with the result! The pool is beautiful! (Of course, this week it has been too cold to actually enjoy it, but Jason braved the “just filled” water last week and got in a few swims.)
With respect to your staff: we just want to say that every person we dealt with was extremely professional, knowledgeable and personable. The on-site crews were polite, respectful and tidy to the extreme. We were amazed at how well they all worked together and were terrific, not to mention patient, in answering any questions we had about the process. A shout out especially to Dave and the “guy that looks like Brett Favre” – they were awesome.
The in-store staff was equally amazing! Lisa, you were so timely in returning emails and phone calls (even while on vacation!). Brad, you were also great at getting back to us with questions, pricing, etc. I mentioned to Jason several times how great it was to deal with a company that under-promised and over-delivered on everything! THAT is what Customer Service is all about!
We also had the pleasure of dealing with Brad – one of your preferred electrical contractors. He, too, was great to work with. He and his staff also always showed up on time, were professional and did probably the cleanest electrical work we’ve ever seen.
The co-ordination between your company and the electrician, water delivery and various inspections and permits was phenomenal. We really didn’t have to do a thing except let people in to do the work!
Seems my “short note” has become long but we did want to extend our appreciation for everyone’s hard work – again, we are thrilled with the result. Consumers are so quick with complaints these days but never quite so willing to praise. Yours is a company we will be happy to recommend.
I recently had a new liner put in my pool and I would like to commend everyone who took care of me. Liz, Zak, Dan & Darren. ALL of these people made this a very pleasant and extremely well organized experience.
Sincere thanks to all.
OMG are you kidding me!? How did I ever do without a hot tub?? I have no pain for the first time in I don’t know how long. OMG! Wow, what fun in my Sundance hot tub. “Happy” doesn’t describe what I am feeling at all. Wow!! Amazing!!!…We sincerely appreciate everything you have done for us.
Just wanted to send along a note to let you know what a great job your Spa Technician did on the hot tub.
He was patient and friendly, and even went so far as to supply a Manual that he printed himself for the tub that I knew nothing about…!!
Wow, I will not hesitate to recommend you to others who may need your wonderful services!!
I thanked Stephen for his kindness but wanted you to know he did a great job!!
When purchasing our spa, we went to several dealers and researched all the spas available. There was lots to choose from, and we wanted to be sure we purchased the one that was best for us. Brad at The Pool Shoppe helped us realize that there’s a lot more to a spa than shiny, fancy colours. He explained what each spa offered, and helped us with our decision. We chose the Constance for its variety of massage options, multi-level seating, efficiency, and design. The Spa Marvel makes it easy to care for – much easier than the pool we had for 25 years.
Most of all, the hydrotherapy is really helping me with my arthritic knee. For the first time in years, my knees are close to being the same size, and walking is definitely easier with less pain. Our daughter has Retts syndrome and is in a wheelchair. The spa is helping to relax her muscles and she loves it. We enjoy our new spa several times a day, and we’re looking forward to enjoying it even more in the cooler months.
We are extremely pleased with our purchase, and would recommend a Sundance spa to anyone.
Happy New Year. Firstly I just wanted to let you know what a fantastic experience it was dealing with your company. Every aspect of the purchase from start to finish was a pleasure. It’s very rare to come across great customer service these days and I really appreciate it.
Brad, just wanted to tell you again how happy I have been with the installation of my new pool. The whole staff were so professional and easy to work with. I would highly recommend your company to all of my friends. Can’t wait for Spring.
Being in the retail business too, often we focus on negative feedback from our customers and every once in a while it’s nice to hear something positive… in this case it’s the latter.
From the moment my wife and I first walked into your showroom, right through the entire purchase process and installation… every aspect of our experience with the Pool Shoppe was first class.
You have a truly professional team, and every person we dealt with including Gerry, Dave, Lisa, Liz, and Doug made us feel as if we were the only customer you had. I’ve actually referenced your level of customer service as being a benchmark in one of our own sales management team meetings.
It was a push to get the pool operational in time for our Father’s Day barbecue, the weather certainly didn’t help, but the Pool Shoppe delivered and we in fact swam in the pool for the 1st time this past Sunday- so thank you for that.
Anyway we’ve been fortunate to have had an overall great experience with the whole backyard renovation and your team was a big part of that. We look forward to hopefully many years of enjoying the pool and every single family member, friend, or neighbour will hear how wonderful the Pool Shoppe was to deal with. As you know, the power of word-of-mouth is as powerful as ever. You’ve got a customer for life Bob!
We have lived in our house for 23 years, and my guess would be that you have opened, closed, and done weekly maintenance for 15-20 years. We are moving. Most important however, is to say thank you for the wonderful service and attention to detail by all the staff that we have encountered over the years. John, who comes weekly, and has done so for the last 2-3 years, has reflected a professional and pleasant demeanor. All the girls on the phone, regardless of the time of year, always make time to follow up on requests.
Thank you so much for the quality of your service.
Ray and I just wanted to take a minute to express our appreciation to The Pool Shoppe for the positive experience we had installing our first pool. You came highly recommended and we were extremely pleased with every step of the process.
Our first contact with Brad was very informative – he explained all our options and after we agreed on a package we signed on the dotted line. During several phone calls and visits, Brad kept us informed and gladly answered many questions. Also a follow-up visit to see our finished pool was a reminder that this was a great company with a staff who really cared about their customer’s satisfaction.
Once the pool started Dave was here pretty much every day. His attention to detail was exceptional and we were included in every little decision. Dave kept telling me we’d be “swimming by Labour Day” – well, that deadline was beat by several months. YAY! Don was here from start to finish and pushing to get that liner in. The entire crew were very respectful of ourselves and our property. Would also like to mention that there were no hidden surprises or costs. That never seemed to happen and we appreciate that.
Finally – our almost daily calls from Lisa to inform us what was happening and when were so great. Especially the one when she said the liner was going in – she sounded as excited as we were.
Well done Pool Shoppe !!
I purchased an above ground pool last summer and I was really impressed with how well the installation went. I could not believe the quality of the service, in addition, how neat the installers kept the property and how organized the entire installation went. The installers were friendly and respectful.
After opening the pool this year, I encountered a small problem with the flap on the skimmer. I must admit I was a little stressed not knowing how to handle this. I received the most exemplary service I think that I have ever had. Not only did I receive extraordinary service, I was guided to make a small adjustment on my own.
I want to personally thank you for your outstanding service. I am extremely pleased with The Pool Shoppe. I love my pool!!
For the service that The Pool Shoppe has provided us, I can honestly say that we have been absolutely “blown away” by the attention and communication that you all have shown to us through this entire process. The service technicians were very friendly, knowledgeable and very informative. The opening went ultra smoothly and we felt we were always kept “in the loop” throughout the entire process. I’m sure that this is an extremely busy time of year for you but we were always made to feel like we were “priority #1” which I must say is very refreshing and impressive. You seem to be very well organized and prompt but what stands out above all is that you are able to prove this impressive service to many customers while still remaining a friendly “family type” approach and atmosphere. That is what we appreciate the most!!!
There are quite a few pool shops that are closer to us but you all have won us over and will gladly support The Pool Shoppe and have you fulfill all of our pool requirements.
We absolutely love the hot tub! It helps us sleep better and we are hopeful that it will help to relax the strained neck and back muscles from the car accident. Although this is a luxury for some, for us it is truly an investment in our health and we are very happy that we made the purchase.
I want to thank you again for your part in making this happen. We came into the The Pool Shoppe just “looking” and a week later had a hot tub installed and running. You were a huge contributing factor due to your extensive knowledge, your patience in answering questions and certainly trying the hot tub out removed any final doubts that were lingering.
Brad the landscaper was also fantastic; very professional, competent and got the job done quickly. It makes the sale happen faster when the customer knows you can refer them to landscapers and electricians whose good work you can support.
Please let the owners of the The Pool Shoppe know how happy we are with the whole process and also the fact that they went out of their way to have the hot tub delivered so quickly; we really appreciated that. I will not hesitate to highly recommend your company to others.
We would like to share with you our experience of buying a pool for our family last summer. Not only did we buy a pool but we created a backyard “Oasis”. This was made possible because of the care and attention we received from The Pool Shoppe. Our expectations were high. This was a big investment for our growing family. We looked at other pool companies in and around the area. After much thought and discussion with Gerry, we felt very comfortable sharing our visions of a dream backyard with the staff of The Pool Shoppe and allowing them to help us create that vision. Gerry was more than helpful. We were impressed with his knowledge. Gerry ensured we made an educated decision and that we purchased the right pool and equipment to meet our needs. We are grateful for the time Gerry spent with us.
Once construction started, Dave was there to ensure the job was done properly. Anytime we had a question or thought Dave was there. We can honestly say that Dave was the most comforting person. His knowledge, experience and attention to detail helped us through what could have been a stressful time. We would like to say a special thank you to Dave for the extra time he spent with us. Furthermore, we would like to thank Liz and Mike.
We are more than certain that no other pool company would care like The Pool Shoppe did and still does. Our family was lucky to have our backyard transformed into our own “Oasis” and we have The Pool Shoppe to thank for helping us to make this transition happen.
Thank you so much for exceeding our expectations.
Just want to say thank-you to Brad for his help in our purchase of a hot tub. Being first time buyers, he provided us pertinent information and without the sales pressure. We are very happy with our Sundance Optima. Having a hot tub gives you something to look forward to relaxing in and spending time connecting with our kids. It is the best 20-30 minutes (sometimes even longer) of our day.
At this time I would like to give you a “testimonial” as to the awesome service The Pool Shoppe has provided our family. From the original site inspection, to the installation (following many delays due to heavy downpours – no fault of yours of course). All of your team have been amazing, helpful, honest, & so friendly. My wife and I have highly recommended The Pool Shoppe to all our friends and associates. My daughter is planning on getting a pool installed next spring and I know she will be coming to The Pool Shoppe without a doubt.
Thank you all for your hard work to save our summer with our pool. Based on our experience in June with one of your competitors, we were convinced we were going to be without our pool for the whole summer. You told us that you would do everything you could to save the season for us and you delivered.
From our first discussion with Liz, to meeting with Dave to assess/quote the job, through the cement/grout work with Mike’s crew to finally the liner installation with Chris’s crew, as well as the daily communication on what was happening (Thanks Liz!), the professionalism, dedication to quality and customer satisfaction shone through.
All of you exceeded our expectations. Looking at the finished product this morning we could not be more pleased. We felt through the process that there was a relationship and that you are truly about your customers. A value that in today’s world, is in short supply.
Thank you for the journey and pleasant experience.
Thanks so much for all your help with our new spa. Right from the start of our search for a Hot Tub to the delivery and installation your team from the Pool Shoppe was amazing – very professional and helpful. For anyone looking for pools and spas we would highly recommend you.
We would like to take the opportunity of expressing our thanks to your outstanding staff that we have had the sincere pleasure of working with over the past weeks… All members of your installation crew that worked in our yard demonstrated as outstanding individuals and team players. …It would be our distinct pleasure to strongly recommend your company and employees to anyone we may meet in the future that is interested in having a pool installed.
I want to personally thank you and your team for the fabulous job The Pool Shoppe did in installing my inground pool. Purchasing a pool is a big decision and you are never sure if you have chosen the right company to go with. I can now tell you that I did. Your service was excellent and the professionalism and courtesy of the staff was first class.
Congratulations on an amazing team.
Early in June of 2010, I made the decision to get an inground pool with The Pool Shoppe. My decision at the time was a stressful one due to the expenses involved with getting an inground pool and all of the other logistics involved. I kept hearing negative stories about people’s experiences: the process being dragged out for months, the company’s being unprofessional in their communication, the work not up to expectation and in some cases even the final costs increasing unexpectedly.
Without any hesitation I can say that your company, The Pool Shoppe, was professional, educational, and very helpful and most importantly, you delivered what you promised in less than 3 short weeks from ground break.
I am extremely happy with all of the workers that were here. The weather was some days 100 degrees and they continued to work hard, never did I witness any waste of time or things not being done in a professional manner.
Overall, I would recommend The Pool Shoppe to my own family and friends.
This past fall we decided to put in an inground pool to the back of our new country home in Glanbrook. We spoke with friends who had done the same to learn of their experiences with local pool companies. We wanted an expertly installed pool with top of the line equipment at a good price. One of the pool specialists who came to our home was your Gerry Landry. Gerry gave his time and advice freely and he was genuinely interested in listening to our thoughts and ideas. We were very impressed with his professionalism, friendliness and knowledge. Each and every member of the entire crew that attended our home were exceptional. Your crew worked quickly, performed regular clean-ups and took particular care to do everything properly. There was no “it’s good enough” work performed – instead they made sure that everything was absolutely right!