Starling Pools & Spa Ltd.

Fred Schofield on Starling Pools & Spa Ltd.

UPDATE 2 in response to your reply that now seems to be removed?
Time to move on. All my wife did was come in to see if the next experience would be better. She did not refer to the last visit and simply left with our water sample when you came out to challenge her. You were notified by the associate and came out to the counter leading with" we will test your water today, but your husband needs to take down the (original) 1 star review, it was brutal"
My wife and I have been retailers for over 40 years each so we don't write negative reviews often, and do understand the impact they can have.
You have made no effort to resolve any of this, instead choosing to escalate it this morning. Had you simply stayed in your office, our 2nd try could have gone better and the original review resolved. Instead , this "complimentary service' as you put it suggests we were looking for a free test?
I ask you, when did we ever leave without purchasing more chemicals in the past 10 years. Every time we get water tested we leave with more chemicals.

YOU are making a poor decision worse. Time to move on, and this post will now stay posted so others can be informed about how your business has changed.

UPDATE 1: My wife just came in and was flagged by the manager: "We will test your water today, but your husband needs to take down this review (below). It was brutal"

Question: who says that to a customer trying to see if the next visit will be better? We went to this pool store for 10+ years because they were nice and also convenient. Whomever is running the place now needs to figure out solutions, not how to make matters worse! Being threatening isn't changing our minds about the review below.

We have a history of mostly positive reviews, but in this case NO we will not be "taking the following review down". Suggest you learn from it like we have too.

ORIGINAL REVIEW
Hope this review will help you recognize "policy" vs common sense? We have been shopping your pool store for over a decade. Mostly chemicals, but also filters, chlorinators, covers, and solar blankets to name a few. We've always liked how you kept our pool info for regular tests and resulting chemicals to buy. Today my wife tried to return BioGuard power chlorine that she purchased yesterday ($34.99). Your policy states that chemicals cannot be returned unless sealed. Our first question is then why are they not all sealed? Regardless, the jug was full but my wife was told "in case it's been tampered with", etc. Keep in mind this was less than 24 hours since the purchase, kept inside, and she had the receipt. Ironically, we found another jug of the same product also purchased at your store, so didn't need this one. Our 2nd and final question is why would your staff and managers not look up "long term customers" on the very database you use every time we've made a purchase over the past 10+ years? You have the customer database to teach your team "judgement" in these cases. Now you have lost a long term customer, and everyone in our extended family we share this story with. All for $34.99. Thanks

Stacey Koutsaftakis on Starling Pools & Spa Ltd.

I originally left this company a one-star review last year after a disappointing experience. I hired them to replace my liner, and during the job they discovered a pipe that needed repair. Instead of contacting me for approval, they went ahead with the repair without discussing it with me first.

When I called to speak with management, I wasn't looking to dispute the repair itself—I was concerned that additional work had been performed without my authorization. Unfortunately, the manager was dismissive and condescending rather than acknowledging my concern. He focused on how the repair would have cost more if it had been delayed, which completely missed the point.

This year, I decided to give the company another chance and booked a service call to investigate an issue with my pump. The next day, I received a call asking me to remove my one-star review before they would come out and service it. I explained that I would gladly reconsider my review if they demonstrated better customer service and resolved the issue professionally. Instead, they refused to assist me.

Before ending the call, I mentioned that I would be leaving an updated review. The employee responded, “I look forward to reading it.”

Based on my experiences, this company appears more concerned with managing online reviews than addressing legitimate customer concerns. They used to provide excellent service, but something has clearly changed. I cannot recommend them based on how I was treated.

Actually I wasn’t on vacation, that is a lie on your part… instead of owing up to a mistake and doing better, you consistently blame the client. I was going on vacation, however I was there to see the repairs and ask them about them. If I wasn’t there I would have seen the repairs on my bill at the end which still isn’t great customer service. Delete me from your system along with my visa on file as you don’t seem like a very trustworthy establishment.

Dan Wilson on Starling Pools & Spa Ltd.

Next day service at this time of year was incredible! Starling is my “go to”. Always knowledgeable, professional and timely. With Service Techs like Justin, I have no problem recommending Starling to friends and family.
Thanks!

Paul Ulanrick on Starling Pools & Spa Ltd.

Starling Pools winterized my pool last fall and opened it this year. What a great bunch of guys! They're all so friendly and did what ever I couldn't do myself. After 37 years in construction, I've run into some health issues and can no longer do the opening/closing myself but would say they do a bettter job than I did. Starling also replaced our liner, in the spring of 2025, and did a very professional job. I would recommend them any day, as I have dealt with several pool companies in the area, including the ones who installed it 24 years ago. Only Starling for me! Keep up the great work Starling team. See ya in the fall for the pool winterizing. Thank you.

Cheers,
Paul U.
Whitby

Willona Fraser on Starling Pools & Spa Ltd.

I will definitely NOT be using Starling Pools again. For the last four years they have been doing my pool opening and closings, however, last year when they closed my pool their staff left a garden tool and one of their pool cleaning heads in the bottom of my pool. I was shocked to find them in my pool when it was opened this summer! The garden tool had rusted and left a stain on my liner (see the pic attached) so I'll eventually have to get it replaced.

All this is on top of the fact that they didn't clean my pool properly when they opened it. When they left after their "final cleaning" the bottom of the pool was still dirty. After I spend $500 to have my pool opened, I expect it to be clean enough for me to swim the next day, however, that was not the case. When I spoke with Ken, the owner or manger, he was rude and wanted to charge me again for a service they hadn't completed properly the first time!!

Do yourself a favor and find a different pool store. These guys are horrible!! I will certainly not be going back.