Brian R Stowe
Absolutely do not use this company for pool services. I have never left an online review before, but after the phone call I just had with them, I feel no one should have to put up with this kind of customer service. I needed a pump replacement and a valve replacement. They came out pretty quickly, told me they would fix both the next week. The next week came, I heard nothing from them. I contacted them the next week, and was told someone had been on vacation and they would be out early the next week. Next week came, I heard nothing from them. I emailed them again and was told they were waiting on the valve, it would be next week. Next week came, I heard nothing from them. When I contacted them yet again, I was informed they were still waiting on a valve. So instead of calling me and telling me, at which time I would have told them to just come replace the pump, I get no communication, and meanwhile my pool has now been green for a month. When they called me for payment, and I told them how unhappy I was with the whole process, and their complete lack of communication, we got into a shouting match. Just unbelievably poor customer service, and no apology and no sense of regret from them. I went with them for service because I was hoping a local store would provide better service than the chain, but I was very wrong.
Follow up to Superior's response:
"He got mad because we would not use unregulated parts from China to fix the spa." - Not at all true. The entire issue throughout the process, and the point Superior is completely missing, is there was a complete lack of communication
“He defaulted on the payment so when I called to get the payment from another number he got upset because he answered no knowing it was me.” - ABSOLUTELY not true. It took 5 weeks for them to come replace the pump, and only after I continued to email to get someone to come do it. Due to my aggravation, I was planning to pay on 30 day terms, and it had not been 30 days.
“We did have some communication issues but only one while I was out of town did he not get an answering.” - also not true. I had to contact them weekly - no one ever contacted me.
“We recommended a total replacement and he said no to going the route.” - not true
“After I had to call for the payment that was in default the customer became upset after the job was done and running. Calling when the bill was due and discussing this with me instead of waiting for it to be in default would have most likely landed him some discount for his trouble instead he decided just to not pay for the pump that was installed.” - not true, not in default
This lack of honesty and transparency in Superior's entire response reinforces my 1 star review.