Independent Pool Services Inc

"They were doing a great job last season. When I had them open my pool this year they left the pool filter with a hole in it Wo reporting it to anyone. By the time my wife saw it we lost half the pool water. I had a plumber come over to analyze and he stated that when they shut down the pool they did not fully drain the filter2000 dollar repair They destroyed my filter - left the pool running so it would drain all over my deck- then did not exert any effort to state tgere was a problem? I gave the direction to open. The pool and stated we needed all items competed Tge screw in inserts for the supply we’re omitted The pool Ladder left un installed and then to top it off the office started calling for a bill collecting. On my phone it states to text - according to the woman on the phone she stated we don’t text here we do not use our personal cell phones -she stated she called my assistant and told her of the issue with the filter? My assistant stated she never received a call? The overall demeanor and sense of entitlement by this company is overwhelmingly evident. We owe them it seems- horrible customer service and horrible folllw through. This year it cost me dearly with inexperienced technicians that did not communicate Do not bother using this company"

"We made a firm appointment for a pool closing and winterization four weeks in advance as we had used this company before. Fortunately I called a week before to check on the possibility of getting an earlier reservation in case there was a cancellation and was then informed that my appointment had been cancelled (we were never informed of this) and they were too busy to close my pool, leaving me stranded at this late date to schedule with another company! I was told that they save dates for their weekly maintenance customers and someone made a mistake before, so nothing was available for me for the season! So I am guessing if you don’t subscribe to their weekly maintenance services, then you are not a very valued customer to them. Unprofessional and inconsiderate. The good news is they did me a favor, we found a great company that was able to schedule on short notice with no problem, and also sent very qualified people to do the work. There seems to be no standards with some pool "technicians" as it can be luck of the draw, so we were very happy with the new company!"

"Paul and the crew at Independent Pool have been taking care of my pool for over 20 years. Always on time and professional. Wouldn’t trust my pool to anyone else."

"Very poor communication & customer service. We used Independent Pool to open our pool this year, and we then attempted to have them perform pool service for us (fixing a leak) which we ultimately cancelled due to their poor communication & customer service. To start, the pool opening went well. They arrived on time, opened the pool efficiently, and gave us a helpful overview of how to operate & troubleshoot the pool (new owners of the home). The cost seemed high ($900), but did include some chemicals. Working with them after the opening was where things went wrong… We contacted Independent after we found a leak and were losing water, they couldn’t come out until 2 weeks out—disappointing, but understandable given the time of year. We set an appointment for a Thursday 2 weeks out. The following Thursday (a week prior to our appointment) a technician calls us from our house to get details on the issue. They had accessed our pool shed & tool shed without an appointment, and we were not home for the day. I spoke with the technician and explained the problem and where he could find it. I ended the call expecting a follow-up with what the next steps were or a diagnosis, but I did not hear from him that day. That evening, we also found that they had taken some of our equipment out of our pool shed, and left it sprawled across our pool deck—messy & unprofessional. Not only did we not hear back from the technician that day, but I called the office the following Wednesday (a day prior to our scheduled appointment) to try to understand expectations for the following day (would they need to dig, how long, etc) and the woman who schedules & answers the phone had no record of our appointment and was very confused, even though she was the same person I had spoken with when scheduling the appointments. She had to contact the supervisor/technician and then call me back. They ended up cancelling our appointment for the following day because they didn’t have time on their schedule—even though this appointment had been scheduled for 2 weeks. I was upset, but gave them another shot and scheduled an appointment for the following Thursday. A day before that appointment, they called and said they needed to cancel the appointment AGAIN because they didn’t have time in their schedule for the work. Totally unprofessional. The woman I spoke with said they had to prioritize other customers whose pools were not functional over our work—I could understand this while scheduling out a week in advance, but to continue to cancel a customer’s appointment they day before is very poor customer service. They also had yet to set expectations for the work they needed to do to fix our leak, or the diagnosis. I left the call with another appointment scheduled for the following Wednesday. The day before our scheduled appointment we came home to Dig Safe flags all over our yard—with no prior communication from Independent on what was being done or what to expect. That was the last straw and we cancelled our appointment and will not work with this company again. They lack professional communication and have poor customer service—we are now working with someone who upholds their commitments and keeps us updated. I do not recommend Independent Pool in Woburn."

"Always there when I need them . Knowledgeable , competent and fair."