Norrenberns Pools & Spas 441 Mason Drive, Breese, IL 62230

"We ordered a pool liner through Norrenberns Pool and Spa on April 10, 2023. We were told it would take 3-5 weeks for the pool liner to come in and would be on the list to get it installed. The pool liner did not arrive until 3 months later. When Norrenberns Pool and Spa came to install the pool liner, the measurements were wrong and the liner did not fit our pool. We, as customers, were upset by this news. We were losing time to enjoy our pool, plus we paid for a pool opening (which is supposed to be a full pool season) and we paid 75% already on the liner which was several thousands of dollars. Norrenberns Pool and Spa constructed the seats to make the liner fit. Unfortunately, after this happened, we were informed by another person involved with pools that Norrenberns Pool and Spa never should have made that an option. Now we have no exact measurements on our pool so when we need a new liner, we will have to have our pool remeasured. We did not receive the warranty information for the pool liner. I have told the owners we need the warranty information and have received no response. We were told by the owner that we were going to receive a discount for the liner but never told us what that would be. We received the bill and were given a 6.25% discount from the pool liner company, nothing from Norrenberns Pool and Spa. We also received a letter from Norrenberns the week after our pool opened informing us it is time to book our pool closing and the amount we would need to pay for the closing. Within the first week of the liner being installed, the liner popped out in 3 different places and Norrenberns had to fix it. We were never told why this happened and are worried that this is going to cause us problems in the future. In an area of the pool, we can see that the liner is moving because it is not tight against the wall and there is a dip in our seat where the pool seat was constructed. We have informed Norrenberns Pool and Spa about these problems verbally and in a letter we gave to them. This was 4 weeks ago and they have made no effort to contact us."

"We bought a pool slide from Norrenberns Pool and Spa and the experience in dealing with Norrenberns was absolutely horrible! Extremely rude and once they had their money they were not willing to work with us. The reason we ordered the slide from them was bc they had a 10 day turnaround time and I understand with COVID things are being delayed so when the slide did not arrive until 4 weeks later, I let that go. We picked up the slide and put it up and unfortunately due to the layout of our pool the slide did not work. We called Norrenberns and they promised they would try to work with their distributer to try to exchange it for a slide that would work and after numerous phone calls we gave up and took care of the issue ourselves. We were warned by several people about their terrible customer service and we were definitely able to experience it first hand!"

"They do free tests to see what is in your pool water!! Even if you have the clearest, and cleanest pool, and you find black gunk in the skimmer, and you have no clue. You go here to find out what your missing."

"Absolutely no communication with customers whatsoever. Took them over a month longer then they told me to replace our liner and then came up with extra charges that were ridiculous. Would never recommend them to anyone!"

"Jim, Sue and their team are always helpful and customer service driven. Ten years with our pool and would not consider doing business with anybody else."