Trévi Gatineau

Hi all. I seen lots of negative reviews for Trevi. I totally understand where you’re coming from. Having them deliver the product and services on time is a frustrating challenge. But I have to say this. The workers who did come to the house – Everest excavators in May, the guys who poured the concrete into the frame in early June, the three guys who did the membrane on a hot day, and finally, Gabriel, who set up the plumbing last month and went through the opening with us today, were fantastic. Gabriel especially was very helpful and did a great job telling us how to manage our pool through the summer and to keep the equipment running smoothly. If they can improve their communication from the top down to the client, they will have a great service. Good luck, Trevi.

We are now beyond 6 weeks of waiting for the installation of our pool and the experience has been nothing short of unacceptable. Throughout this entire process, not a single person from your company has proactively contacted us with an update on our installation timeline. The only communication we have received has been in response to our repeated emails, usually with the same generic explanation: "Sorry, we are behind schedule." We have gone into the store in person seeking answers and received no meaningful information. To make matters worse, it has now been 4 days since I left messages requesting a call back, and no one has bothered to return my calls. At this point, the lack of communication is far more frustrating than the delay itself. Delays can happen, but completely ignoring customers who have invested a significant amount of money is unacceptable. We feel abandoned after the sale and have been left chasing answers every step of the way. This has been, without question, the worst customer service experience I have ever dealt with. Poor communication, missed expectations, and a complete lack of follow-up once the contract was signed.

Well, we have a disassembled above-ground sitting in our driveway...for weeks. We booked installation for the last week in May. Not only has it not been installed, but we also cannot get anyone to call us back or respond to emails to let us know what's going on. We have emailed the contact on the receipt and called the store and the main phone line about 20-ish times over 3 weeks, asking for an updated schedule and to make sure we are actually on it. If you get a voicemail, forget it. Genuinely, no one will ever call you back. At the times we can get someone to answer the phone (about 1 time out of 5 if you're lucky), they apologize, say they "have no idea what's going on" (slightly worrying), and say they will call us right back... no one ever does. I kid you not, we called 2x per day last week. They have now given us what appears to be the installer's direct cell phone number, whose voicemail says they will get back to you in 24 hours... we've called 3 times in 5 days. Honestly, it is the worst customer service I've ever seen. The lack of communication and care for customers is truly horrible. I never considered this when paying them, given they are an established company. I would never, ever recommend this company. At some point, you have to wonder if you've been scammed, given no one is willing to speak to you. They were very happy to take our money; I guess we'll see if they ever actually provide the service we paid for! We are unfortunately trapped now...

I do not recommend using Trevi for pool opening services. We have used them for years for both pool openings and closings, but this will be our final year. There always seems to be an issue with the service. This year, after our pool opening, the valves were not put back on properly, the pipe connections were not tightened, and we had leaks. There was also no clear communication about what was completed or what still needed attention. For the price paid, I am not sure what value we are receiving. We have also gone into the store a few times for help, questions, or guidance, and the after-service support has not been helpful. Going forward, I will either do the pool opening myself or use another company. I will also be using other pool stores for service and support as they just don’t offer the level of service they say when you buy a pool from them. Wow I would have shop around more before using them or buying my pool from them. They have another pool store down the street that’s I’ve gotten better service many times before.

I purchased an above ground pool about 5 years ago. Trevi did the installation. They were professional and gave me great tips in order to enjoy my pool. Recently, I visited their showroom. The staff is very welcoming and we're able to resolve an issue I had with the equipment I would definitely recommend them.