Poor after sales service!

I initially experienced really good service from Phoenix Pools during the Pool installation in 2018, but then stated experiencing problems with their after sales service in 2021 when the filter cracked and leaked, with poor response time. I was referred to Cheryl who deals with maintenance and warranty claims, and II had to follow up continuously as help wasn’t forthcoming and communication really poor. The leak was eventually repaired and covered under the warranty, after 2 weeks.

I contacted them again mid June 2024, as again I noticed my pool was losing water and saw water collecting in the pump housing. I again contacted Cheryl @ Phoenix Pools, that deals with these type of issues and she never responded to my emails and follow up. In desperation I contacted the person that initially managed the installation and eventually got a response from Cheryl after a week with some lame excuse that my email ended up in her junk folder…… Nevertheless, assistance wasn’t forthcoming despite numerous emails and phone calls, and eventually I decided to find another supplier to assist me, as I was told that the repairs would not be covered under warranty by Phoenix Pools, and have been waiting patiently for assistance for close to 2 weeks! When I informed Cheryl that I cannot wait any longer and was going to find another supplier to assist me, this was her reply: “No Problem – let them assist as I can’t guarantee availability”!!!!