Heartland Pool and Spa

Horrible customer service and responsiveness. I asked for a quote on repairing a fiberglass stair and the customer service lady responded with “$2,500”. I emailed and called multiple times over the next month to get more details on how they would repair the stair. The service lady said the owner would reach out to me to discuss what they do to repair the stair. We never got an answer. Left many messages and didn’t hear back. I will never use this place for anything again, although the seasonal closing process was smooth and techs were great.

This is the second time we are charged for a 5min visit to acknowledge a leak from our pump and a pool light not working/ we called for them, there was no need for that but for action! He came, covered and uncovered the pool, 5min, 132$ …Then sent an estimate for changing the light 1190$!!! Plus the cost of the 5 min! Second time we are calling to talk to the owner, they say he will call back but NOPE! It seems they don’t care for their customers, that is a shame! I am giving them 2 stars because we’ve met one of the owners, he is a nice guy… and for Juan service, we had him last season and we were happy with his service.

I have been a customer for Total Pool care heartland Pool for a few years. I was happy to help a small business grow. However now that they have gotten larger clients, newer pools, they have completely turned their backs on the little people that helped them achieve their growth. The customer service and skill level of their technicians is abysmal. I requested that the sand in the filter be replaced last year. They said we will get it in the spring. Spring opens need a new pump but didn't address the sand. Have a normal pool for June and July using the remainder of the chemicals from the previous year. Starting in August I'm using their recommended chemicals and pool starts getting cloudy. Have it tested by their techs and they say CYA too high from their tablets. I take the water down 16inches and still cloudy. I proceeded to have several secondary pool water checks and instructed to add a couple of hundred dollars of more chemicals. I flocked the pool twice. It took a week for someone to come look at it. Another 2 weeks for someone who knew what the problem was to come look at it. Now after I was told we can have your pool cleared in a week still not even scheduled or planned after I have paid for the down payment. It's been 7 weeks that I have not had access to the pool with no end in sight. However they are eager to have me commit to a closing date. I call everyday and all I get is we will leave a message. No one has called me once to tell we when or how it can be repaired. I don't know if currently running my new pump is doing additional damage. The only rationale given to me is they are working on a renovation project. So in the meantime I guess us little people have to get the leftovers and pay premium. This is what I have to look at every morning with no answers.