Poolwerx Flower Mound

"We are a military family and my husband is on Active Duty orders: He ordered to replace a part (wall panel) and wanted to pay in full ($300 plus). Long story short, we were charged $100 to program our pool pump!!!! PoolWerx is saying we didn’t need to replace our wall panel - but we WANTED it replaced because it’s very old! We received a $300 quote and we AGREED to replace it! “JUST DO IT!” If you’re going to deviate from the quote - contact us! THIS is customer service! The meaning behind the statement is “They need to understand why the customer is upset” as opposed to sticking to their “canned corporate line of we’re experts”! We hope they are! But don’t charge us for something we didn’t ask for! Here’s my husbands email response to their canned statement: To PoolWerx: “He probably intended to set it for 12 hours but he didn't. While I was away, I called in to ask if the pool was running and the answer was no. The other answer was "I think, sometimes." When I finally saw it for myself, it was programmed from 8 am to 9 am. And I could only assume he meant to program it from 8 am to 9 pm. I called in to express my unhappiness and just because he answered my questions on his reasoning doesn't automatically make me a happy customer. I still would have preferred the redundancy of having the pump panel and the wall panel. I appreciate the judgment to save me $200 but he should have called and asked for my preference. Also, the $100 charge, which is a third of the quote, seemed arbitrary to me. I had let the matter go until I arrived home to find the pump was only running for an hour a day and it reminded me that I was charged for his expertise. I believe you do run a conscientious business with the customer's best interest in mind but you guys dropped the ball on this one and I'm not hearing you take any ownership.” Where the company went wrong: “They should have contacted us before changing the service” which basically - they did nothing."

"Charged me $100 for "expertise" to program the pool pump. The normal timing wall panel went out and I had forgotten the new pump had a panel of its own. I'm away for months at a time and when I came home the pump had been"expertly" programmed to run from 8am to 9am. The original quote was for $300 to replace the control wall panel and instead I got my pump programmed to run for an hour a day for $100. I get why they would try to save me the $200 but there was no follow up. The technician went into my backyard, programmed, and later I received an email invoice. I would have preferred that the wall unit be replaced because it's old and rusty and provides power to the pump and the sprinkler system. Since I didn't get a follow up on the work to be performed, I now have to get another quote for the wall panel."

"Store Manager Nick is so professional and friendly. I have never had a bad experience at this store buying product or having my pool cleaned. Highly recommended. You won’t be disappointed."

"Purchased a new Polaris robotic pool vacuum. Owners were very friendly and knowledgeable. Recently I had an issue with pool timer I called and Kim sent someone out it was repaired immediately. I will return and would recommend."

"Went in today just for a simple part for my vacuum. I had no idea what i needed but I had pictures! They took there time and helped me find the right part. This is a great place and I will come back. Seemed like they really cared."