LN
Louise N
Active since May 2019
2
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2 reviews83 months ago
What a wonderful experience working with Sandton Pool Services!
After a previous pool contracting company left us with an unfinished job after months of shocking service, Sandton Pool Services came to our rescue. Gavin is such a professional. He came in on a Saturday to have a look at the job required and we received the quote the same day. Work started on the following Monday and was completed within a week. The fact that Gavin was willing to come in and pick up the pieces after a previous contractor was such a relief. The standard and level of experience, service, workmanship, professionalism and communication received from Sandton Pool Services were refreshing. We were kept up to date on a daily basis and the job was done quickly and efficiently. I really wish I had known about Sandton Pool Services from the start, however, I am so glad we were able to finish with them. Thank you for an incredible job very well done. We now have a sparkling new pool! I will happily recommend Gavin and Sandton Pool Services to anyone looking for pool renovation services. You will not regret your decision!
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84 months ago
We Fix Pools - More Like We Fix Nothing
I engaged with Jacques from We Fix Pools in February 2019 for assistance with and a quotation for fixing a pool. The initial engagement started off very professionally. We decided to proceed with the job, which officially started on the 18th of March 2019. We were advised by Jacques that the job would require 5 days (a working week) to complete. By the second week in May 2019 (just short of 2 months) we were still waiting for the completion of this job. In the beginning, Jacques pushed to get this job and his service was of a high standard with the job starting off well. However, very quickly, things deteriorated to the point where we, the customer, now had to negotiate with We Fix Pools, the supplier, about their "last chance" in the efforts to get a job completed. A job which they advertise their company as being able to do and Jacques assured me of a number of times over the last months can be done. There were some mitigating factors during this time which added to the delays experienced such as load-shedding and rain, which was something beyond both We Fix Pools and our control, however, the many operational issues within this business presented as excuses for We Fix Pools not to deliver over and over again have been the 100% reason for the further unnecessary delays. Operational issues which are the company's problem and should not be passed on to customers as this is a reflection of bad service and bad business; - A driver off sick; so the owner, Jacques, had to drive the team around to sites which caused delays. I am still not sure why this should cause delays, but this was an excuse presented nonetheless. - Staff away; the Easter Weekend which is granted as time off for staff, which I have no problem with, however, the staff then stayed off until Election Day. Here again, I can perhaps understand, however, this was never communicated up front, only when I contacted Jacques, was this information passed on. - Suppliers not open on a Saturday; Jacques offered and committed to come to do work on site on a Saturday to try and "catch up" and get the job done and then being advised on the Saturday morning that the supplier is closed for Easter - surely this is something that a company who works with its suppliers all the time would/should know. - Unpaid suppliers; the Marblelite supplier refusing to release stock until full payment on the company account has been received. We Fix Pools advised that around this time they had 5 or 6 jobs that they were behind on and perhaps a week or so they advised that hey were sitting at 8 jobs that they were behind on which means that they were still taking on new business when We Fix Pools was unable to complete jobs for and commit to already existing customers. Jacques' lack of communication and lack of perceived true understanding of the gravity of the situation has also added to the aggravation and frustration during this ongoing nightmare. We came to an agreement that this would be the last opportunity for We Fix Pools to complete the contract and if they were not able to step up, the contract would be cancelled and a refund of any work not done and supplies not used would be done. Eventually, we were able to arrange to get We Fix Pools back on site on Wednesday the 15th May 2019 to complete the outstanding work on the pool. Special arrangements were made to accommodate the team on site. The last message received from Jacques on this morning was that they were on their way and had just left the office and I misleadingly believed all was on track. The next message received was at 17h00 that evening advising that the team had not been on site due to yet again, some or other excuse about a pump problem. It didn't even occur to Jacques that people hade made plans to accommodate the site visit, after all, we are just the customer. Jacques advised that the team would be on site the next day. Finally, it seemed as though we were getting somewhere as the team arrived and work was on track, with updates every step of the way. By the end of the day, the pool was ready to be marblelited and the job would be complete. On the 17th May 2019, again things seemed to be on track with Jacques advising that they were on their way to the site. I then get a WhatsApp message advising that the marblelite supplier is refusing to release supplies to We Fix Pools due to an outstanding amount of R 5 000.00 on their account. Jacques further explained that he did not currently have the funds to clear this account and did not know what to do as he could not ask me to pay more money (as per their terms and conditions, 50% deposit to start the job and balance of payment due on completion of project). It was at this point that Jacques from We Fix Pools was advised that the contract was now cancelled and that we would now need to proceed with finalising the amount to be refunded. By Monday, the 20th of May 2019, I had still not heard from Jacques and on following up, yet another excuse about the email server being down was presented as the reason for the delay. I received a breakdown of the costs and refund due and replied on the 21st May 2019 as being in agreement with the figures and the details to proceed with the refund. At this point, the refund has still not been done, with no explanation for the delay and now no acknowledgement of messages sent, basically radio silence. I think the most unbelievable thing throughout this process has been Jacques, the owner's, inability to understand the gravity of the problem. On occasion when put under pressure or on hearing harsh words, there has been an apology or two, but it has never been sincere or followed up with a concerted effort to change or step up. At times, Jacques has even hinted that the problem lies with me when I have complained or been angry, as again, just being a customer, what right do I have to expect service or the job for which I am paying to be done. The approach that the customer needs to listen to your sad stories about "life happening" just does not cut it. I also believe that We Fix Pools and Jacques think that I am stupid. I do feel that for anyone who knows me, I have been surprisingly patient and tolerated far more than should be expected of me as a customer. We will continue the fight but I felt it my public duty to warn all future potential customers for what they are in for and leave you with the opportunity to make an informed decision! If only I knew! Service standards in South Africa are low because we do not take the time to stand up for our consumer rights!
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