Banks Blue Valley Pool and Spa

We recently got an above ground pool (10x7, 382 gallons), and went in to see what was needed to keep everything up and running. Staff was friendly but a gentleman on a computer, without looking at dimensions/size of pool, informed us we needed to dump an entire gallon of chlorine in. I asked again for clarification that he really meant the entire gallon which he then said “yeah, but you can also bring us a sample of the water to see if anything else is needed”. I bought the chlorine and went out to the car and inspected the jug further… an entire gallon is enough for a 10,000 gallon pool, not 382 gallon which is what we had (turns out we only needed 1-2 ounces). Good thing we didn’t take their word and not damaged the pool or our family’s health by doing so. Just be cautious if going in there looking for recommendations or guidance and do your own research. Also, you can get the same chlorine we purchased there for half the price at Menards.

We had them do the winter service & hundreds of dollars later we have a pool with dark spots & scratched paint that even though we should have warranty ( Pool was installed last year) they just keep giving us excuses like, it is going away which it didn't & not sure why the issues started. Meanwhile, We move to another company for the maintenance services but VERY DISAPPOINTED with Banks lack of support after the installation of our one year old pool :(

Terrible customer service. I first contacted Banks last year to close my pool for the season. When they came out this spring to open the pool, we noticed a leak in the pool. They sent out a technician and at first they were very helpful. The technician was leaning towards a leak in a drain due to some leaves blocking it and needing to have a valve reset, but after their last visit, they didn’t contact me and stopped showing up. I followed up and asked what they found and they said it was a leak in the skimmer and I would need to contact a leak detection company to figure that out. When I asked if they had any possible liability into the cause of the leak, they said absolutely not. I asked the office manager to clarify this since the closed down the pool with no leaks last year and no leaks occurred all winter until it was opened up and now it’s leaking. I asked if it was possible they made a mistake and maybe the lines were not cleared out properly and water froze causing the damage. She then started to yell at me over the phone and said I was accusing them because it’s an expensive repair she said it’s in no way their fault. I tried to calm her down and said the conversation was escalating and I was just trying to get clarity as to why they stopped communicating with me only when they assumed the leak was from a certain location and a leak detection company was needed. She said they don’t do leak detection and would not be paying for the cost to figure out what happened. I asked why they wouldn’t be interested to know if they possibly did cause this to happen. She said this happens all the time and said leaks just happen over time. She then asked how old my pool is and I responded with 2 years. I can tell she was expecting it to be older as she fumbled for a response to that since a 2 year old pool should have issues with earth movement breaking pipes and it likely was a frozen pipe that wasn’t properly winterized. She began to yell at me again. I then asked to speak to someone else. She said there was no one else and she was the office manager. I asked to speak to the owner and she said he was too busy building pools to talk to me. I asked to talk to the technician who was onsite and she said she would have him call me. I asked for his direct number and she would not give that to me. I don’t know how this will be resolved, but I caution anyone from dealing with Banks Pools since they’ve demonstrated that they are not willing to back up their workmanship or even rule out that they may have contributed to this damage when the evidence points to them possibly causing it. UPDATE: After Banks opened my pool I struggled to get the water to clear up. At the opening I paid Banks to clean my filters. I ended up hiring a different professional pool company to help clean the bottom of the pool and when they came out after cleaning and balancing the pool the inspected the filters and showed me that there were no filters. Banks had taken my filters and never returned them. It cost me an additional $800 to get new filters and the pool cleaned. When I called them about this they again denied it and asked if I had an evidence or video to prove it. People complain about bad customer experiences, but this is by far the worst company I’ve ever dealt with in any capacity. Be forewarned.

We have been a Banks Pool customer for 6 years and they are very responsive, do a great job of servicing the pool and providing winter maintenance but where they really shine is on their Repairs side. Mike Jones has been faced with many issues at our pool and he is the key reason we stick with Banks as he always figures out the issue and resolves it. He is fantastic and knows his stuff.... and the people in the office are also always accommodating and help work us in to ensure we are taken care of. We are a happy Banks Customer!

I’ve had issues with them for years (except the young gentleman that works the store counter most of the time, he’s very kind) - but since they are the only people around I’ve been stuck with using them. Everyone seems to have a terrible attitude, even the office staff at the main location on Metcalf. Technician smoking cigarettes in my backyard, snarky comments, and a seemingly general lack of caring about the customer. I spent the winter educating myself on doing everything myself so I don’t have to subject myself to working with this company. Honestly, this makes me want to open a pool company. You could get every customer within 25 miles simply by being nice.