Reviews

Review Details

• Review fromVirgilia L

  Date: 06/12/2024

  1 star

  Virgilia L

  Date: 06/12/2024

  In April we made an appointment for May 23rd for a new liner. No one called or showed up for it. We were told it was because it rained, it did not rain at my house on that day. After numerous calls to see when they would be out, they first came back with July 9th then June 24th. Both dates were unacceptable to us since we didnt cancel the appointment they did. I suggested ways they could make it right since they offered nothing but an apology and unacceptable dates. I suggested. 1. Asking us what day works for us and adjusting their schedule as needed or 2 saying our mistake your first on our list the next day and again adjusting their schedule as needed. I was told that would displace customers if they did that but they didnt care they displaced us. We ended up doing the liner ourselves, we had already missed Memorial Day and my sons high school graduation without it. I had to ask for a discount, nothing was offered, which they gave 10% off. I drove over an hour to pick it up, and they wouldnt even throw in the 40 dollar parts I needed. I called ahead, as was requested by ***** to let them know I was coming and asked that someone explain to me how the liner is installed since there are no directions or videos. Now that we were doing their job for them, I didnt think it was much to ask for. When I got there, a young kid went to the back to get someone. Another young kid came out and asked my last name. He went back and I heard him say its her. Neither ***** nor ****** (the two we had been trying to deal with to make things right) had the decency to come out and explain anything to me. The young kid did his best. Unfortunately, Gibraltar pool knows customers are at their mercy so they can choose to mistreat their customers and not make things right by them. We will avoid doing any business with them in the future. They should be ashamed of themselves and the inability to correct their wrong given the investment their customers make.
  

  Gibraltar Pools & Spas Corp.

  Date: 06/17/2024

  To our knowledge, this family has been content with the pool. An examination of the service history shows no service needed or performed since the pool was installed 7 years ago, until this service order, which was written in April. We did make one mistake here that of not communicating to the customer that we were rained out on the scheduled date of service, May 23rd.  For replacement liners we need around 68 and full sun. The homeowner disagreed with us on that, but nonetheless we are sorry for our error, and her frustration is understandable.
  Rainy weather wreaks havoc on outdoor work. This lady became very agitated even aggressive with several of our people, and did not want an appointment in June (after an opening became available and with our assurance that if something opened up sooner, we would get her done sooner), instead opting to come to our store and purchase a liner to install herself. She somewhat passionately required money as compensation because we did not appear at her home on a day in which it rained quite heavily in the middle of the day.  We explained that we were sorry, but we cant really do that. In the next call to our office, at her urging it was referred to higher management and we offered her $157.50 as an olive branch in order to help bring down the temperature of an aggrieved customer, hoping that would defuse things. She accepted, but then she moved the goalposts and she wanted us to give her $42 more, for her to buy the required gasket assembly kit, but we had to demur on that.
  When she came into our store to purchase the liner, it was interesting. With a store full of people, it would be difficult to get into a long technical ****** on liner installations, even if one of our liner technicians were on the premises,but of course they were all out in the field --putting in liners, mostly. In our store we do have students from the local college who come back each summer for us, and most customers are complimentary of these young staffers, but we are sorry that our kids were not specifically versed in liner installations, which is really a specialized skill to some degree.
  In summary,we tried to make amends to this customer to bring her back on the team, but our gesture of helping her (when she pressed us for money) did not result in its intended result, as the final sentence of her review would indicate.

• Review fromEdward B

  Date: 06/04/2024

  5 stars
  Great experience from start to finish! Punctual, professional and a team that works together like clockwork! They have the pool assembly down to a science. Great experience! Fantastic pool!

• Review fromKevin T

  Date: 11/21/2023

  5 stars
  simply the best crews ,customer service and owner. I highly recommend Gibraltar pools.Simply the best **************

• Review fromSara G

  Date: 09/27/2023

  5 stars

  Sara G

  Date: 09/27/2023

  We couldnt be happier with our decision to purchase a 16x26 Gibraltar pool. ***** came to our home in Dec 2022 and spent time explaining the entire build process, as well as showing us the quality of the pool components. We asked to be put on the schedule as early in 2023 as possible so that we could do finish landscape prior to the short pool season up here in **. Sure enough, install was scheduled for April 23 and took 3 days, due to a rain day delay. Build team was very knowledgeable and walked ** through steps to maintain pool chemicals and filter systems. We thoroughly enjoyed our first summer as pool owners! Thanks to the build crews *********** the water was ******* clear for the entire season. As for customer service after the sale - nothing but good things. ***** and his staff were always helpful with my questions and never made me feel like I was bothering them.
  

  Gibraltar Pools & Spas Corp.

  Date: 10/12/2023

  Thank you so much, ****. You are a good person and we are very grateful to you. Just reach out if you ever need anything!

• Review fromKathleen S

  Date: 08/25/2023

  5 stars
  I'm writing this review to commend the excellent service I've received from everyone at Gibraltar Pools. Our salesperson stayed for hours chatting and answering my many questions. The folks on the phone are polite and do what they say they're going to do. The installers were very professional and polite, got right down to business and completed the job in less time than we had anticipated. ***** came over for *********** and was patient and super friendly. ***** came by just to make sure we were satisfied with the pool. We had to delay the install for both a permit issue and an electrical issue and the folks at Gibraltar applied zero pressure and waited for us to get everything done on our end. They treated us well, like we're part of the family.

• Review fromKaren D

  Date: 08/25/2023

  5 stars
  I highly recommend Gibraltar Pools! Hi, my name is *****. I have wanted a pool for many years. I spent time researching different pool companies and decided to go with Gibraltar Pools. When the equipment arrived a date was scheduled for installation. When the crew arrived I watched as they begin the installation. They were incredibly meticulous and very focused. I knew I was in good hands. Being a new pool owner, I have made several calls to Gibraltar Pools with questions about the chemicals and the pump. Each time I called they have been patient and kind and answered all my questions. I want to take *****, the owner of Gibraltar Pools. He delivered on everything we spoke about! I now have ****************!!

• Review fromDean S

  Date: 07/10/2023

  5 stars
  We got our first Gibraltar pool over 20 years ago and this year decided to upgrade to the larger 16x28 deep end size. From start to finish we had a very positive experience. ***** (the owner) made himself available to us throughout the entire process. Texts, phone calls and or emails were answered in a very timely fashion, which, in and of itself is impressive and almost unheard of these days. Were there a couple of delays,sure, but last I checked Gibraltar Pools doesn't control the weather! The installation crew was great. On time, respectful and extremely tidy; all cardboard was neatly place in one spot, making our cleanup a breeze. We know from past experience that these pools are built like tanks, and they are even stronger now. This pool is absolutely beautiful and are looking forward to many years of enjoyment. **** and *******************

• Review fromEdward P

  Date: 06/13/2023

  1 star

  Edward P

  Date: 06/13/2023

  Gibraltar Pool and Spar is the worst. Considering who owns it though makes it no surprise.***** , the owner on his first sales visit to ** offered to put off other customers pool installs and install ours in a week in order to make the sale. We finally ended up buying the pool and they installed it. I noticed a few things wrong right off the bat. When the town came out to inspect it, it failed due to the stairs not being installed correctly. The stairs were about 8 '' away from the pool wall. You could easily slip and trap or even break your foot with this space. They did send someone out to look, but only because I owed them $32,000.00 dollars ******** believe is the supervisor, told me they would come up with a solution and fix them. Didnt hear from him again for weeks. ( very surprising, as I still owed for the pool) It was finally fixed , some time later. They did come and close the pool and that went fine, but in closing , it involved a sale for a looploc cover. I called 3 months in advance for a date to open the pool. The day before they were to come we called for a time frame. The reply was we don't know someone will call you in the AM. Next morning , we got no call so we called in. The lady that answered told us instantly they would not be coming out today as they were too backed up, and they had a crew working Sunday ( 4 days Later) that could come. I called ***** to inform him of my dissatisfaction. He said they were all backed up because of rain. I get that and I understand , but pressed him for why they didnt call us. So many bad excuses, I couldn't keep tract. In the end, WE agreed to go with the Sunday opening. Sunday, a beautiful day , and by 1 PM no call and no show. We called in to ask when they would be there and again told they had no idea. Well , as you can guess by now, no call and no show.. Here it is now Tuesday and no one has bothered to call.
  

  Gibraltar Pools & Spas Corp.

  Date: 02/05/2024

  Although we strive to stick to a service schedule, because we do outdoor work, this time of year we are affected by weather. This can push our schedule back, which results is a certain amount of rescheduling of the openings, regrettably, and we apologize to this gentleman that we fell short.
  Regarding this seasons pool opening, three of us explained to him that we did not know that the opening had to be postponed that day but he told us he did not believe us. He demanded of everyone that the opening be performed for free, that he wanted to be compensated for the rescheduling of the pool opening, and became a little aggressive with one of the ladies in that department that we could not.
  Nobody here is excited or anxious to make a sale, and this customer actually purchased the pool probably two weeks after our quote. This gentleman had a military license plate on his truck, and so we accorded him some respect in terms of timing because the house was still under construction (the wood deck was still being framed) and the yard was not yet seeded.
  Prior to this review, we did not know this customer was harboring any ill will. We have spoken often with both him and his wife, and in fact when we sent one of our service techs out to make an adjustment on something, we received a call praising our service, and we have notes regarding two customer service calls made to this homeowner to make sure things were taken care of, and they said they were happy.
  BuildZoom is a pay for play site where companies pay to be listed there, and if they do not pay the fee, they are rated poorly. We do not pay for online reviews, and as a result our positive reviews are genuine and not engineered by social media marketers.

• Review fromDonna S

  Date: 04/12/2023

  5 stars
  We had our installed yesterday. Started a few months ago with *****. Felt like hes been a friend since forever. The people who dropped off the supplies were amazing and answered all my husbands questions. When they started yesterday my husband had 100 questions and ******* took his time and answered each and every one. Today we got a call from *** who is waiting to come over and explain everything to us. Amazing group of people. And rven today after all is said and done. We are still calling ***** with questions!

• Review fromLinnea P.

  Date: 07/30/2022

  1 star

  Linnea P.

  Date: 07/30/2022

  Even giving a one star doesnt feel right we purchased our pool several years ago were assured it could move with us we lost three years of use and had to beg them to come install it. Finally they showed up one problem after another a liner with holes lost all the water the next time they came to install a new liner the left the valve on and we again lost all the water. The instructions on opening and closing of the pool are terrible we have learned a lot by trail and error. A manager that works for the company has no personality and makes you feel terrible every time you talk to him. I will no longer speak to this man. We are told that we still owe them money that we never paid them due to the fact it was their incompetence that allowed the water we purchased dump all over the ground. I would never recommend this company to anyone as we drive around New England we see several of these pools no longer being used.
  

  Gibraltar Pools & Spas Corp.

  Date: 03/03/2023

  We always try very hard to please this lady, and regret that she is still dissatisfied. A lengthy response would include a thick file full of unpaid ******** and a proper account of the service history, but to maintain decorum, we have decided to respectfully withhold further comment.