The Pool Factory
reviews and complaints

I bought a saltwater pool 24' round, 54" deep at a time, when no pool companies in 2 counties near me had even liners let alone the full pool and all the trimmings. I received my complete order within 5 days of ordering, the driver who delivered my order (a large pallet), was kind and put it in front of my garage for me, and the quality of everything I ordered is outstanding. This doesn't even take into account, the fact that going through them rather than a pool company (if they had inventory) saved me thousands.I will continue to use them for sure.

I purchased a round above ground pool with all of the necessary equipment to run it. The purchase and delivery went smoothly. The customer service since the purchase has been phenomenal. They are available to answer questions. They even returned a missed call from me. They helped me with what pool chemicals I needed to purchase to open, maintain, and close the pool. When I decided I wanted our installer to bury the pool half way in the ground, they guided me through the best way to backfill my pool. I will continue to use their business as I have been very impressed.

This company has helped me more than any other company I have dealt with in my entire life. I've dealt with exceptional customer service from the beginning and he has been very helpful with both construction of my pool and any problems I have had. It's very easy for a company to sell a product. It's not as easy for a company to stand behind that product. That has been my experience with The Pool Factory. I've referred the company to two of my friends who were searching for a pool during these tough times. They too have made purchases from the Pool Factory. Pool Factory and their outstanding team. Thank you very much for all that you do.

We ordered our pool early this season with the intention of installing ourselves. The pool arrived on time on a large 700lbs pallet and we stored in our garage so we could unpack and get familiar and check all parts were included. I watched several videos on installation and was able to put together the supports first.We had a 16x20ft slab of concrete poured in our backyard as our property is all rock.NOTE: We intentionally cut in support trenches in our cement pad so we could place the 4 support uprights in the ground. Installation took about 4 hours as we also had to put in 3 inches of sand on the bottom to cover the pressure plates.We love the pool, actually easy to install with 5 people.

I would never purchase from this company again or recommend it to anyone! They shipped a pool that looked like it fell off a truck and then was ran over. Boxes were open, missing parts and crushed. Customer service(after 7 calls and multiple emails) was no help and wouldn't even exchange the pool. I informed the truck driver that the pool looked crushed and asked if I could fill out a form, he state to take it up with The Pool Factory. They were emailed within 20 minutes of delivery and pictures were sent. They said I should have "filled out a form" or denied delivery which would have charged me for the shipping. Unacceptable and I still cannot believe they would even ship a pool looking like this to a customer!

I ordered a pool from them and when the product was shipped I was out of town on business. They gave me no warning that the pool was on its way and did not worked with me to reschedule the delivery to when I was back. They have a policy that says that if you return the purchase you are charged a 25% restocking fee plus shipping. The problem is that I did not returned the pool. They blame the shipping company for not accommodating my request and in my opinion this is a bunch of bull. I never returned the pool I just needed for it to be delivered when I was back which by the way it was 3 days after all this happened. Long story shot they charged my PayPal account aprox. $1,500.00 for the privilege of getting nothing. So be aware and do yourself a favor. Dont buy anything from these guys!

If you're like me, you hesitate to spend this kind of money with a company you're unfamiliar with. But hey, kids wanted to swim and they seem to have what I wanted. I ordered the 33ft round Saltwater pool. Pool arrived on time. Installation went well as you could expect. I also ordered a pump and sand filter combo to go with the pool. Pump didn't work. I guess it had been sitting up a while. It wouldn't prime, just hum like it was locked up. I called the pool factory and explained the situation. They said the manufacturer would send me another one. Sure enough, 5 days later it arrived. Works great. Overall, I was impressed by the quality of the pool and the customer service I received when I called to tell them about the pump. I would order from the pool factory again. And yes, I would recommend them.

For a year a struggled to get a pool, ordering and not receiving, to say I was hesitant to order again is an understatement! I ended up ordering an entire pool for the pool factory. Upon ordering it said it would ship in just a few days (from previous experience with another company) I didn't believe it! Low and behold it did! My pool shipped and came to me via freight fairly quickly. I had a few pieces damaged (from shipping company, not the pool factory) i created a ticket with the pool factory on a Saturday afternoon, it said 72 hour response time. Within 2 hours I was in communication via phone with Joe! Joe put in an order to have the damaged pieces sent to me right away! The new pieces shipped to me right away. I will certainly be ordering from them for any other pool needs. Highly recommended

Hi,Based on reviews, I ordered online an above ground pool. While ordering, they have a 2-3 page length of terms of conditions, which I couldnt read and accepted it considering they are standard privacy related.However, after placing the order I had to cancel the order within 2 days, the customer rep came back and said they will process $150 cancellation charging as processing fees as the order went into processing status immediately after placing order.In this world of online world, it is ridiculous to charge 150$ just after two days. They informed that the order wouldnt ship for atleast a week so I am pretty there was no actual processing done. They charged me unnecessarily 150$. BEWARE if you want to cancel the order even after one minute, they said they will charge 150$ seems like they are profiting & getting revenue out of cancelled orders.

The Pool Factory's dedicated team are committed to that facet - customer service. On a Saturday, the gentleman with whom I spoke was eager to address my concern with having an older Aqua Pro system with a just-received replacement pump/motor. A new O-ring configuration was provided for the connection of the feeder pipe from the pump to the filter housing. I emailed a number of photographs of the existing configuration, along with the different new items in the box. I received an expeditious follow-up call from the rep with a clear and concise explanation of how to approach the install, and within an hour, I had all components reassembled and the system returned to full operation. This situation is similar to the one when we purchased our original, full pool system from The Pool Factory in late 2014: knowledgeable individuals who listened to our needs and competently offered their suggestions without any pressure. We're are customers for life.

Our 20 year old pool became very unsafe and had to come down. In the midst of this covid pandemic our local pool companies and many on line companies weren't able to supply us with a new one. We were told things probably wouldn't be available until 2022. We were heart broken. We called your site to check availability and left a message. We did not expect a call back. We were so surprised to get a response in under 30 minutes. All of our questions answered and our pool was delivered to our garage within 3 weeks in May. Our pool contractor, The Pool Factory Brothers, were backed up and couldn't put the pool in until August. The pool was sitting nicely wrapped on a skid in the back of our garage. We asked our pool contractors if we should open and take inventory to avoid any surprises the day of installation. They said they have done business with The Pool Factory and don't feel its necessary. They were right. No Problems. We highly recommend The Pool Factory.

Excellent Service. They keep there promises. We originally ordered a pool at the beginning of May from another company. After waiting all summer long (August 18th to be exact) for it to arrive we were pretty upset the other company told us it would be a few more weeks. My husband looked up this company and said there website stated delivery was available for next week. Of course I was skeptical because the company I originally ordered from said the same thing. I reached out to The Pool Factory by email and asked if it was really true they could get my pool in one week. I was contacted promptly by Reuben and he told me indeed they could have my pool in 1 week. I ordered the pool and held my breath thinking I had already been let down by another company. Later that day I received confirmation my order had been accepted. Two days later I received confirmation my order had been shipped and sure enough my pool arrived on August 25th. I have to say I had my doubts but this company went above and beyond. Keeping a promise I made to my 6 year old son that we would be swimming in our own pool before the summer ended. We put up the pool had it filled and even though we only got to use it a few times this year before having to shut it down. My family and I are very pleased and would recommend this company to everyone.

Lacking quality customer service. Called on 6/12 as our professional pool installer was setting the pool up to speak with customer service as the installer noted the liner (although it came packaged indicating it was a 15x30) was actually too large for the pool. Customer service representative specifically was unhelpful and argumentative with our professional pool installer. We were left with no choice but to finish the pool as these days it's months before a pool installer can set up pools. Called back to the Pool Factory the following week as there are numerous twists and creases due to the size in the liner, to which I was met with "we can only help resolve if you measure the pool and that requires the liner and water to be removed." That was exactly the information we were looking for on 6/12 when we called with the installer...before we placed liner and sealed and filled with water. Instead, the representative was argumentative claiming our installer was installing incorrectly and never once said "please measure the pool." Completely unhelpful in identifying ways to mitigate the issue and they proceeded to end the conversation with "while the liner may not be pretty to look at, I can assure you there are no issues and was probably your installer". This exact model of the pool the installer has done before and this is the 3rd pool we have had them install for us, so we highly doubt it was the installation.

I'm very upset after spending $7000.00 with a company to have spoken to a guy named John who has horrible customer service. I purchased a pool from them this year and everything had been just fine. Along with the pool, I bought a start-up maintenance kit from them. Yesterday I tested my pool and it was high in alkaline, so I went to the convenient maintenance kit I purchased and got the right product and followed the directions perfectly. The saltwater series alkaline decreaser. It bleached my brand new vinyl liner. I spoke with customer service at The Pool Factory to a guy named John. He was rude, confrontational, and everything you don't want customer service to be. John basically told me to do everything completely opposite of what the directions on the bottle told me to do. That I would have to live with my new liner and basically, I should have called and verified the directions prior to use. How can a company who packages products like this not stand by their products and replace/fix what happened when it was not the customer's fault? I was also informed that they sell thousands of pools like this and nothing has ever happened, so it must have been something I did? Again, I followed the directions exactly and did exactly what the bottle told me to do. So be aware if you have issues or need to talk to customer service, this company gets a 0 from my personal experience. Also, the fact that they took my review down within 5 minutes of posting makes me question the company's integrity. John had better service with another company than this company.

Installed a 15x30 54" about a year ago, we love it. The materials were very good, good design, should last quite a while. 3/4 HP 120v pump is perfect, which we run 8 to10 hours per day. 120 sqft cartridge filter needs cleaning only twice per season. Installation went well, good instructions, good fit. Maybe could have been better about the technique to unfural the wall. It took four adults. Put 4 inches of sand down, a few gravel pieces stuck around. You can really feel them through the liner, so be careful. It was more work than I thought to set it up, 2 people 2 weekends including the base prep. Don't skimp on the base prep. Get it very level, I used a spinning laser level, and was within 1/8 inch. We put a nice deck all the way around it 3 to 10 ft, lots of work but worth it. We installed a 105k heat pump first thing in second season, in March in Virginia, super easy, very happy with it. Takes 3 days to heat the pool from 56 to 84. Then about 12 hours per day when chilly. Must put bubble cover in place every evening. Invest in a quality cover roller!. Will lose 6 to 10 degrees in 24 hours without solar cover. Should be swimmable March through November. If the outside temp is over 70 and mostly sunny we are in the pool. The size is ok, wish bigger but then everything would be more money and more time, so happy with it. Very easy to start in Spring and maintain though year, brush 2 or there times per year, vacuum every three or four weeks. I keep chlorine as low be as possible (

I am completely thrilled with our new pool. I have recommended this company to anyone and everyone who is interested in buying a pool. Local pool sellers lamented parts shortages when I inquired about buying a pool, and warned me away from buying online. I was told the online pool market was full of dealers who were all to happy to take your money up front and then delay delivery indefinitely due to the same parts shortages they faced. I was pleasantly surprised to call the pool factory and have the phone answered by a live person without navigating any automated menus. I had called a little after 5pm which was outside their normal operating hours, the person who courteously greeted me told me all sales personnel were already on the phone. I left my call back information hoping I might get a call back in the next several days, to my surprise I received a call back in maybe an hour. The rep I spoke with sounded very knowledgeable and indicated if an item was listed as out of stock he could offer me no information about restocking due to parts shortages, but if it was listed as in stock it was ready and available for shipping. He cautioned there had been delays in shipping due to covid so I should factor that into my purchase if I moved forward, and that he could not guarantee a pool would remain available persistently, but he calmed my fears that I could trust the website and rest assured if I placed an order and a problem did arise I would be contacted and a full refund would be an immediate option. When I did finally order my pool I did get nervous about the amount of time it took to schedule the common carrier but once I received confirmation everything went a smoothly as could be hoped.In terms of the pool itself, I went with a saltwater intrepid extruded aluminum pool. I was thrilled with the pool being put up, but a couple of my top rails were scuffed, and I am still missing some screws for the cap assembly. I can't be certain if these problems were out of the box or the fault of my installer. I had tried to call around the time of the install and sporadically since but the line is so overwhelmed I don't even get a busy signal. Now I can't imagine the pool problems I have had are your fault and even if I did it would be at best an assumption, my interest was to see if I could order replacement parts to insure the long lasting life of my pool. The company reached out to me to inquire about my level of satisfaction and I replied with my feelings above. Within 24 hours I had a phone call from a rep and they offered to mail touch up paint and screws to me at no additional charge. You can bet I will forever be an advocate if a person is looking for a pool, and if the time comes that I need to consider replacement, this company will be my first stop!

I filed for a 0% interest rate for my purchased. I was granted a $4,400.00 credit and was directed to go ahead and make my purchase. I was NEVER refused 0.00% financing or notified of my credit being turned down for 0.00% financing. I later found out that my approved interest rate is at 18%. I spoke with Affrim the financing company and the informed me that the interest could of been from 0.00 to 30%. I gave the Affrim supervisor a chance to rectify this issue but he refused.

On July 13, I purchase a set of pool with all the recommended equipment from this website "The pool factory" cost total over $10k. One of the item recommended was the pool heater name AquaPro ECO550. The heater unit installed on Aug 31, 2020 found defective, not producing sufficient heat as advertised. The pool factory notified by phone and told them that the unit recommended was not sufficient for the pool as described. Now the heater has a mechanical leak under neat the unit and the pool factory refused to offer any help. They told me to call the manufacturer for warranty. This pool heater unit cost me over $2300 of which I could avoid purchasing if wasn't because of misleading advertisement by the pool factory. Now the pool heater unit as a mechanical leak in less than 2 wks of used. Please help..