Dolphin Pool & Spa

Jennifer Bunkers on Dolphin Pool & Spa

I began using Dolphin Pool and Spas this year as the pool company we have been using went to an appointment only/no retails hours approach that didn't work well for us. Isaiah and AJ have been consistently helpful with water testing and recommending the necessary chemicals to keep our pool water balanced. They are always professional and their knowledge is greatly appreciated. The store itself has appropriate store hours and is well-stocked, organized and clean.

As an add-on to my previous review, I would like to express my appreciation to George for patiently walking me through the elimination of a very persistent mustard algae in my pool. I thank you.

Sandra Mortensen on Dolphin Pool & Spa

Excellent customer service. Front desk, service department, and water testing/diagnostics are all courteous, efficient, and knowlegeable. Special shout out today to Peter and Henry the "Water Wizards" for accurately assessing my water problem and providing effective recommendations for treatment.

Joseph Holm on Dolphin Pool & Spa

Dolphin Pool and Spa are great! Specially Jeremy Rozycki! I called 5 different companies to get a pool inspection on a home we purchased and Jeremy is the guy who fit us into his busy schedule, plus a drive down to Eagan! I am super grateful for the speedy and detailed report he sent over and called to discuss as well! Highly recommend this company!

Travis Senenfelder on Dolphin Pool & Spa

Not off to a good start.

I’ve been a pool owner a good number of years at a handful of properties and just bought another home with a pool- this time in plymouth Mn.

Prior to hiring a company to service this home I felt I had done my homework.

Dolphin looked like they provided quality customer communication, good service, fair prices.

So I gave them a call.

Talked thru their opening the pool process, I laid out my wants / expectations. Stated I wanted weekly cleaning ect and we set a weekly cleaning day.

Well… the opening looked to have went fine but got no report or communication after their open 5 days ago.

So I called them after 5 days - Thursday - two days ago - to confirm all went well when they opened and that we were on for yesterday - Friday - with our weekly pool service /
cleaning; as I had a group of kids coming over for a party and wanting to swim today Saturday.

Thursday - I Was told things went well and they would be there Friday -Yesterday.

Then Friday, yesterday - I stayed home so I could meet the techs.
Friday came and went - they were suppose to show up set temp, treat and clean. As of noon no one had shown up so I shot them a call to confirm they were still coming. They confirmed that yes they would be getting there yet today,
Friday.

6:00 pm rolls around. No show. Office closed.
No communication. No apology. Just no show.

Saturday, today. They opened at 10:00. I shot them a call to see what happened. They said… we don’t know, but that they could transfer me to a Jeremy and he could get back to me Monday. I asked if the guys that were suppose to come yesterday were free to come this morning so I could keep me kids party and so they could swim. He said no one does service work on the weekend and that Jeremy would have to get back to me Monday with an update on when they could get out to the house.

Super frustrated. Having to cancel the kids party and bum a dozen kids out. Super frustrated that I did not get any communication - no apology.

Why is it that the entire day went by and not once did they feel the need to reach out and communicate after I had called them and confirmed with them both Thursday and noon Friday.

The client should never have to reach out to a company to confirm these types of things - rather a company should be proactively be reaching out to their customers confirming things and or providing status updates.

I guess I will sit here and twiddle my thumbs till Monday to see if they call and when they will be out next.

Would be nice to have the company just do what they say they can do and service the pool per the agreement on the day each week that we all agreed. A persons word needs to start meaning more again.

I’ll update u all on the resolution / outcome.

4545 terraceview

El Gato on Dolphin Pool & Spa

July 28, Connected with the owner Dave and was provided a reasonable explanation for the delayed communication, along with assurances that they are going to continue to work to improve on that issue. Dave was also extremely helpful with working out the original issue and took great care to make it right. This level of assistance from Dave brings the quality of service back to the original 5-star rating that Dolphin once had, and make me much more comfortable continuing to do business with Dolphin in the future. Thanks for all the help to Dave and all the folks at Dolphin Pool.

July 24, updating this post. Spoke with Dave who guided me on getting the pool clean on my own. His guidance was very helpful (along with time, lots and lots of chemicals, my robot, and the vacuum that Jeremy suggested - pics below) and the pool is almost recovered. The one issue that remains however is the lack of communication. I have left several messages with no call back. We discussed making this right, but have not been able to finalize that since there hasn't been any attempt to reconnect. After reviewing recent other reviews this seems to be an on going concern for many customers. Its a shame, as this lack of communication is what continues to lower what could be (and used to be) a 5-star service. Am going to leave this open for a week to see if any attempt to reach back out after my last message, failing that I will reassess the rating after that time.

July 11, moving up to 3-star based on the owner Dave taking the time to work through these customer and service issues with me. Holding off on final rating until all issues and concerns are resolved.

July 10, 2023 - Wow, how things can change. In the space of less than one year, Dolphin Pools has fallen from a 5-Star customer-centric operation to a 1-star avoid at all costs business. Yes, that's what our pool still looks like after Dolphin Pool spent all of one hour on what was obviously a much more involved pool cleaning, after abandoning the job, and not making any attempt to schedule a much needed follow-up. Its been like this for over a week and a half. The state of the pool (extremely dirty) was provided to Dolphin via pics, prior to the first appointment, as well as its condition being discussed over the phone prior to the cleaning visit. And yes, that's two piles of leaves left on the side of the pool. There are still quite a few leaves left in the pool, although you can't see them now the "cleaning" has swirled up the algae that was on the floor of the pool.

Continued calls to Dolphin have lead to a number of broken promises to address the issue, and at a minimum schedule the remaining cleaning and chemical treatment for the algae. Over Promising and Under Delivering seems to be the new operating standard at Dolphin, driving down the 5-star to 1-Star rating. I have been promised call backs on several occasions, only to have to call in myself, and still no resolution.

I hope that the owners and management at Dolphin see this review and understand why meeting your call back commitments, providing adequate customer service, and most importantly, finishing the job you've started is so important to maintaining a once high opinion of your business. Unless of course, they don't care, which right now really seems to be the case, as of 2 hours ago yet another promise by their management (Kevin, the retail mgr up front) to reach out to me to resolve this problem has also been broken, and yet another example of poor customer service and experience presented by Dolphin Pool.

Oct 2022 - Great service, friendly staff - Kudos to Jeremy and everyone at the shop!