New Wave Pools,

Hired New Wave to open my pool with some expected extra vacuuming after personal circumstances led to a late close following storms. Partway through the appointment, I noticed the techs poking around my LP tank after they failed to open the shutoff 3 ft from the heater and couldn’t get the heater started (I let them know I’d handle it myself). I was then told they couldn’t vacuum due to a significant leak from the pump motor and would need to replace it for ~$1300. The pump had a worn shaft seal, and is included in a full pump maintenance kit available for ~$18 online, and it can be replaced along with all other seals and gaskets in ~20 minutes. Don’t let the scare tactics or incompetent diagnostics force you into spending wildly unnecessary amounts of money on unneeded replacements.

Probably the worst contractor I've ever hired. Asked for them to help with plumbing and change the sand. They trashed the back yard, left sand piles everywhere. Left literal trash in our backyard from their beverages. Didn't fix the problem. Charged $900 for making a mess and not fixing the issue and then stopped replying and answering our calls. We called them at least 10 times and their tech was never in until they stopped replying all together.

Hired them to replace the sand in our filter and fix a suction issue. After they left, we found sand all strewn all over, garbage left in our yard, and discovered they broke the wooden housing for our pool pump, AND the suction issue was not fixed. Asked them to return to address these issues and requested that they speak to someone in the house before they leave since they never spoke to anyone in person the first time. They returned and then left after about 30 minutes, never once attempting to talk to anyone in the house. The issues went unresolved, and phone calls were no longer being returned. We later discovered that they had dumped all of the old filter sand behind our fence, which is still on our property (not that it would make it any better if it wasn’t). When I called their office and spoke to the Operations Manager, I was made to believe that it was “highly unlikely” that they were the ones at fault, but that someone would be out to come look in person. I sent a follow-up e-mail with photos, and got a response confirming they received them. Two weeks later we had not heard a word. When I called back again, I was told the Service Manager had been informed the same day I sent the e-mail, but he had never followed up past that. When I asked to speak with him, I was told he was out of the office until the afternoon and that he would call me back then. I never got a call back. Follow-up calls and voicemails since then have been completely ignored, and the only communication we’ve received is the $900 charged for services that were never fully complete, and for the privilege of now having to clean up their mess. I am about as patient of a person as they come, and I always give the benefit of the doubt when I can, but this is completely unacceptable and unprofessional. This never should have happened in the first place, but it absolutely should not be going unresolved for this long. Be extremely cautious when doing business with this company.

I would recommend Joel Jensen, Raven and New Wave Pools to anyone who has a residential inground pool. I am a newer and fairly inexperienced pool owner and was having difficulties this year with the pump and plumbing after opening it. I could not figure out exactly what was causing the skimmer to not draw water as in times past. I randomly stopped by and shared my issues and concerns with Joel and he went above and beyond to talk through and review some picture and videos I had taken of the issues. He spent over an hour talking with me and suggesting ways I could troubleshoot to determine the root cause. I took his suggestions and kept trying different things to rule out certain issue and lo and behold a couple days of working on it the problem was resolved. What I really valued about Joel, Raven and New Waves Pools is their willingness to help me even those I was not a current customer. Prior to solving the issue they fit me in to their busy spring schedule and they had no issues when I called to cancel the appointment and let them know the issue had been resolved. Highly recommend their experience, expertise, and customer service. Two thumbs up!!!

I hired New-Wave to mitigate air in my pump and get my heater running. They said they had to remove and replace all of my plumbing in order to eliminate the bubble. They threw away all the old plumbing, and the problem was much worse after they worked on it. They tried to get me to buy a different pump from them for $750+, saying that my new existing variable speed pump was the problem (after ripping out all plumbing). They disassembled my pump and wanted to charge for that as well. They never did get my heater running. When I called with concerns that they had not completed the agreed-upon work and it was worse than they found it, they said they were not coming back to fix the issues. I explained I would not pay the balance for an incomplete job (they kept $1000 deposit). After confirming they would not finish the job, I was able to get the pump flow back to at least where it was by fixing their work myself AND got the heater running where they could not. Now they are threatening to put a lien on us for balance of invoice on their unfinished work. The pump nor plumbing were ever the issue! Extremely unimpressed and dissatisfied with New-Wave Pools.