Worst service ever! Workers did not hook up the pump to a hose to drain water from our pool, AFTER we had payed over $300 dollars to close it for the winter. As a direct result of this, the water flooded our neighbour's yard - 12 inches deep, 12 ft wide. Our neighbour called Shelin and also informed us. Amy refused to speak to us and took no ownership of the problem. The customer service reps accused us of lying. If I could give zero stars, I would. Save yourself aggravation and go elsewhere for your pool needs.
First to Review
Bought a house "with a pool" but without a liner and broken pipes to the pump. They were quick to come and check the pool and assess the issues, give a quote and offer to help. Sadly we still couldn't afford it so we filled in the pool but I would definitely deal with them in the future for all of my swimming pool needs. The gentleman who came to the house was very nice, friendly and understanding. He was willing to work around our budget and do payment plans. Great man, I would assume his company would be great as well.
Terrible communication and rude management. I dealt with Amy when returning my products, because of a poor pool opening. She was not at all interested in what had happened, or the fact that I was upset that Shelin doesn't follow the manufactures instructions. She admitted that Shelin 'throws out' manufacturers instructions and 'those instructions weren't to be left with me'. She told me they have been opening pools and 'do it their own way, like they always have for 30 years.' Communication like this is not helpful when dealing with chemicals and a major pool investment. Will never return.
SoMa, San Francisco, United States
Horrible company and the worst customer service I have ever experienced. The owner and his daughters are awful and should not be in business. There was problems with the finishing work and they decided they were done and will not return our phone calls. Buyer beware.
Jennifer Lynn L.
Prince Edward, ON
Never have I ever had such a bad experience with a company in all of my life. I am generally pretty understanding, and in light of what happened, if the company had simply apologized and made me feel like my business was important to them this wouldn't have been so upsetting.
I had requested service on my hot tub (that had come with a house we just purchased). This was not a brand they sold, but I asked if they could service it and they agreed so long as I paid a $500 upfront fee (which was refundable). They asked me if I wanted the first call if the day on a day they selected, and that worked for me.
On the day of our service call I woke up, prepared for their service call and then sat to wait for them. After over an hour of waiting I called to find out what had happened. I was told they would look into it. When I received a call back, they said they had been having truck problems that morning and they were sent in a different direction. They could not provide me with an eta. I was already late for work, and had no idea when they would be coming.
I called the main store to see if I could find out more information. The lady arranging the service call was abrupt with me and unapologetic. I explained that I had bee offered the first call of the day and now they couldn't tell me when they were coming, and I had already prepaid for the service. She rudely said she would give my money back. That wasn't what I wanted, I wanted service. She then exclaimed that "this is why I don't service anything but OUR hot tubs, there are always problems!!" But the problems so far had nothing to do with my hot tub! The problems were with their truck, their communication and their service. At this point I was frustrated and simply stated that I would be cancelling my service call, and I wanted my money back.
When I went into the store to get my refund, there was no attempt to apologize, no attempt to keep my business and no attempt to make it right.
I have a pool and a hot tub, both of which will require maintenance and service and one day, replacing. I doubt I will be using this company in the future. This was not an enjoyable experience.