Hat City Pools

Rich was awesome when he installed the liner. He did a great job, and the team on site was excellent. Unfortunately, the follow-up customer support and “warranty” service have been terrible. The pool has been leaking since the new liner was installed, and the issue has never been properly fixed. The return pipe ring has no thread, so I can’t install any eyeball fitting for the return. There is also a gap between the ring and the pipe where air comes out when I’m winterizing the pool, which makes me believe water is leaking from that area as well. The frustrating part is that they never seem to make the time to come back and fix it. I keep hearing that they are “super busy” because they are always installing pools. In my opinion, they should have dedicated service people for follow-up and warranty issues instead of relying only on the same crew that is doing installations. The installation itself was good, but the after-service has been very disappointing.

Another year of opening with Hat City Pools another year seeing a crystal clear pool! So many compliments from friends and family! Always happy with the services with the crew at Hat City, everyone is always kind and hard working. I never have to worry about the quality of the work being done. Hat city built our pool a few years ago and we’ve always used them for opening/closing. Wish I could give more than 5 stars! Thank you always for the consistency and quality!

There is no communication between the front office and those in the field. Front office unable to take responsibility for not knowing what was done in the field and kept pushing the problem back on me. Those in the field do not communicate with the pool owner when they are coming and what work was completed. Not even a work note in the mail box. Consequently the pool owner needs to call the office to find out what has been done but the office can only guess because they have no record of the work done either. Unfortunately my credit card is on file and can be charged ad lib. What for? I don't know. Front office could not tell me. It has so far been a difficult season due to the rain. I understand their stress. Yet a simple, "I am sorry that happened, let me get to the bottom of it ", instead of excuses (you probably didn't have power, DE goes in the intake etc) and avoiding taking pot shots at my presupposed "ignorance re pools" would have gone a long way and lessened my frustration. Would avoid this company.

We started using Hat City Pools after a different company disappointed us. Since the switch, we have been so happy with the service we get from Hat City. Whether it’s the customer service on the phone or in the store, or the technical service from the field crew, the experience has been great! Thanks to Rich and Jamie and the team at Hat City Pools- you’re an exceptional company to do business with!

Jamie and his crew performed a miracle. Hat city gave me good deal on a 7 x 7 hot springs hot tub. It came with extremely difficult installation. Going up a hill and around the back of the house. Jamie and the crew did it perfectly. Not a scratch. It would be hard to find a more honest, conscientious, and capable crew. I would highly recommend Hat City Pools.