Pensacola Pools Inc

"I contacted Pensacola Pools several weeks ago about a small leak around my pool pump and air in my pool jets. They sent a tech out that looked at it, said he fixed it and would return later to check on it. The tech never returned and didn’t return calls / voicemails I left because the leak became significantly worse. I waited a week and called the office again. They informed me that specific tech had been fired for various performance reasons. Come to find out the tech actually cracked the casing on my pump. So what should have been a 200 dollar gasket fix became a 2,300 whole pump replacement. The service manager Amanda said there was no proof that the tech damaged my pump and refused to do anything about it. Besides the fact that the tech ignored my calls and covered my less than 2 year old pump in caulk. Please think twice before using this company, they do not care about customer service nor the actions of their employees."

"I have been having some issues with my Raypack pool heater that I purchased from Pensacola Pools. Mitch is the service manager at Pensacola pools. His help in identifying the issue and recommending alternatives to fix the problem was incredible. He is asset to this location."

"Went in today and 2 ladies were sitting at the front as I walked back to the area to have my pool water tested. Not only did no one come to assist me, having seen me walk in, a lady came to the assistance of another gentleman who they knew by name who they then took his water sample in front of me to test as I was already standing there waiting. The gentleman even made a joke about me standing there because he knew good and well I was there before him. The ladies still avoided speaking to me, so I told them I would take my business elsewhere. They didn't care not one bit. Terrible customer service for sure. 10 out of 10 would not recommend."

"Mitch and his team provided amazing customer service and communication from start to finish. Got a well built Hot Springs Prism hot tub for a good price. Install was smooth and Mitch was always available even by his personal cell to help me. Additionally my tub was designed to optionally run on 70amps for better performance vs the standard 50amps electrical configuration which was no issue for Mitch. Got me a bigger sub-panel and extra breaker at no cost even though I offered to cover the difference. Great people, product and service! Highly recommend! Follow up: Called Mitch for a small fix on a Friday and he had his team out on Monday to fix under warranty. Great service!"

"Unfortunately, my experience was quite disappointing. Being a first time pool owner, I walked in this morning with my sample of water not knowing what to expect or questions to ask. after waiting more than 5 minutes and mind you, there were three ladies in the area when you first walked in. A young gal assisting a client, one at the counter working on something and an older lady walking back in forth to fix a paper towel dispenser for their use and not once did any one of them acknowledge my presence; and a total of 3 customers inside the store. After standing there waiting patiently, the older lady finally asked if I've been helped. I informed her that I had not been helped and that in fact I'm very new at this and not sure what the first step was and explained my water had turned green and needed guidance on what steps to take to rectify the situation. I informed her that I have an above ground pool. I didn't know the size of the pool but provided her a picture of what it looks like and I had asked her if she could throw out a few dimension of pools or gallon wise, I could tell her. Not once did she attempt to help/guide me and spoke to me in a dismissive manner as if I was a bother to her for trying to give them business. Again, I'm going into this blind and obviously I don't have the proper pool etiquette when walking in to as store that specializes in this but you definitely do not need to make the potential customer feel like that. To not waste anyone else time, I walked out and went to Leslie's Pools by Target and received the complete opposite customer service and the gentleman who assisted me was more than willing to help me and guide me through what I needed to remedy my pool problem. I'd rather pay more in the product I need if the customer service is welcoming....Pensacola Pools not so much.....Suggestion....you may need to have your employees that are interacting with customers face to face get trained on what good customer service should be like."