PENGUIN POOLS PRETORIA POOR SERVICE

I wish to formally express my extreme dissatisfaction with the level of service we have received from Hanno at Penguin Pools Pretoria.

Although the company already has numerous negative reviews, I feel it is necessary to add our experience due to the unacceptable service we have endured. Communication was adequate only until the first deposit was paid. Thereafter, the quality of service and responsiveness deteriorated significantly.

We were required to follow up on a daily basis to obtain any information regarding progress or completion of the work. At one point, the situation escalated to such an extent that we indicated that, should the service not be completed, the swimming pool would need to be removed. Each day, we were left waiting until approximately after 10:00 to be informed whether the team would arrive on-site. As working individuals, this lack of communication, planning, and cer*****y was both unreasonable and highly disruptive, as we were expected to remain at home without the ability to plan work or personal commitments.

It became evident that there was no proper planning or scheduling in place, as decisions regarding attendance and work were made only on the morning of the intended workday. As a result, completion of our swimming pool was delayed by at least one week due to poor daily planning and bad weather conditions. This delay has had further consequences, including preventing the timely installation of a swimming net. With the festive season approaching and many businesses closing, this delay is especially concerning, particularly as we have small children and safety is a priority.

Despite repeated follow-ups and appeals to Hanno to treat the matter with urgency, our concerns were clearly not taken seriously. The lack of accountability, customer care, and professionalism has been extremely disappointing.

From the outset, the service was unprofessional. During the excavation process, workers discarded empty soda bottles and cans into the hole and left them there. At no stage was there any supervision by a site manager, and workers frequently arrived on-site without clarity on the planning or scope of work.

In addition, we are now facing further financial expenses to correct the electrical connection from the swimming pool to our home’s DB board. We initially enquired whether the power supply could be connected from the borehole electricity box; however, after reconsideration, we clearly communicated our decision not to proceed in this manner. We informed both the electrician and the company how the power supply should be installed, yet our instructions were ignored, and work proceeded against our explicit request.

In hindsight, we regret not reviewing customer feedback on Google and Hello Peter before engaging Penguin Pools Pretoria. Based on our experience, we cannot recommend their services to anyone.