Reviews

Review Details

• Review fromDave B

  Date: 06/07/2025

  1 star
  Terrible communication. They will schedule an appointment then just show up on another day. They ultimately fixed the problem, but it took over 2 months and for them and 4 different appointments. After they installed a new heater, they did not reset the error code which apparently does not go away until it is reset. so after numerous calls and 1 month they came out and spent 10 minutes resetting the switch and billed me $190 for what should have been done when they installed the heater. Not a company that I will ever do business with again.

• Review fromShawn M

  Date: 07/08/2024

  1 star

  Shawn M

  Date: 07/08/2024

  Klenswite does not care about its customer service. I paid them $165.00 to diagnose my salt system. They sent a couple of kids out to my place only to say, "From what all the forums say online, it sounds like you have a faulty salt cell generator." I confirmed with ******* twice that my salt system was covered under warranty as it was only a year old. A couple of days after the initial visit, I called Klenswite, and they informed me that they COULD order the generator, but it would cost $1300.00 for the product. This same product costs $499.99 if purchased online. Again, I reminded them that it was covered under warranty. A few days later, they sent another kid out to supposedly take the info down so that they could order me one. THE *** NEVER GOT OUT OF HIS VEHICLE.Weeks later, after multiple phone calls, they informed me that I had to start a warranty claim with *******. I then contacted ******* again and started the claim. I could go on and on about all the issues with this company, but I am honestly exhausted. Long story short, I received a phone call today stating that they received the OK from ******* to honor the warranty on my salt cell generator, but it was going to cost me $225.00 for them to install it. Needless to say, I will be installing it myself. I will never deal with Klenswite again. Never.

  Klenswite Pool & Spa, Inc.

  Date: 07/12/2024

  ********************: we hear the frustration in your voice and have reviewed all our documentation so that we may address your concerns with respect. Dealing with manufacturer's warranty issues certainly has become a challenge in business. I would like to refer to a few points you made:1. When a customer calls for service it is our policy to charge the customer prior to the visit; this has become commonplace with electricians, plumbers and HVAC providers in our area. 2. You refer to our technician using the phrase FORUM ONLINE. Hayward and other manufacturer websites have technical support through website portals, these portals will have SERVICE BULLETINS which are valuable to diagnosing issues in the field. Service Bulletins give us the most up to date information with pool equipment. This is important because, for example, ******* has multiple options for salt generators under their name as well as private labeled for specific companies. After speaking with our service technician this is what he was referring to. 3. "Sending a couple of kids" to your property sounds unprofessional on our end; however, the 28 year old technician, who has been with our company for 10 years, with multiple certifications, is actually the technician completing your service call. Looks can be deceiving, but we thought this needed to be addressed for your piece of mind. Klenswite Pools is an authorized Hayward warranty center. To be authorized you do need to have technicians who have attended Hayward Technical training, one of which was at your home. 3. Once a part becomes a warranty claim the process unfortunately slows down until the manufacturer confirms/approves the claim. We don't order parts, Hayward provides them. 4. The cost of a new unit of $1300 sounds like a misunderstanding to be honest. That would be the cost for an entire unit that is actually designed for an inground pool. I understand you have an Above Ground Pool. We frequently research pricing online and in the big box stores and negotiate with our suppliers so that we can stay in line internet pricing. There would never be such a huge price difference. I am simply saying that possibly the person who quoted that price misunderstood what unit you actually had. 5. The second visit is confusing to me because there was no need for us to be there. ******* had the information, part numbers and serial numbers from your claim. 6. I have the date of the initial phone call dated June 18th, 2024. Need I remind you this is the height of the busy season. We were at your property on June 20th. You left your review July 8th. I need to address the time line and WEEKS LATER; I am sorry that the warranty claim system couldn't be expedited and meet your requirements but since we can only work as fast as the manufacturer provides, I have to respectfully object that we are not at fault on this point. The multiple emails back and forth were mostly you questioning when the part would arrive. Unfortunately until we have a tracking number from ******* we have no idea. We never are happy about negative reviews and we always appreciate feedback. I appreciate that the BBB recognizes that business owners may have a rebuttal. If you are a potential customer and have questions concerning this review, please feel free to contact ***************************** at ************. While ******************** may never deal with us again, we always welcome new faces to our store.

• Review fromNancy S

  Date: 06/30/2023

  1 star
  These guys are worst business they sold me a valcumn cleaner for my above ground pool it cost 500 dollars and I ended up using it for one month and it stopped working due to the adapter the plug I took it to the shop when it wasn't working and they kept it for 5 long months the whole pool season I picked it up in October closed my pool . This year just opened my pool in June and hook it up the new plug and again not working after a week take it back they tell me the company no longer has a warrenty I have to go through Hayward again they purposely made sure they didn't do anything with it for 5 months so my warranty ran out I've bought 2 pools from this company chlorine and pool necessities for many years and this is the by far the worst company for customer service ever from I've been a faithful customer for *********************************************** to buy another valcumn they won't give me my money back or work with me at all poor customer service by far