Pensacola Pools

I spent two weeks of trying to get my pool clear at pinch a penny, the store location I will not give but it was such an uneasy feeling walking into the place. Everyone sounded plastic and just a non friendly vibe. We decided to try pensacola pools on hwy 29. and what a great experience it was. Friendly and knowledgeable people. Had my pool perfect with directions and didnt trynonce to upsale me unlike others.

I have been having some issues with my Raypack pool heater that I purchased from Pensacola Pools. Mitch is the service manager at Pensacola pools. His help in identifying the issue and recommending alternatives to fix the problem was incredible. He is asset to this location.

Shameful service, beyond rude employees with a "holier-than-thou" attitude. The staff is a clear indicator that the management is not doing their job properly.

Went in today and 2 ladies were sitting at the front as I walked back to the area to have my pool water tested. Not only did no one come to assist me, having seen me walk in, a lady came to the assistance of another gentleman who they knew by name who they then took his water sample in front of me to test as I was already standing there waiting. The gentleman even made a joke about me standing there because he knew good and well I was there before him.

The ladies still avoided speaking to me, so I told them I would take my business elsewhere. They didn't care not one bit. Terrible customer service for sure. 10 out of 10 would not recommend.

I bought a hot springs hot tub from Pensacola pools about 9 months ago, and the delivery and set up was fine, but the hot tub has had its problems. That's where Clinton, their repair person, comes in and actually fixes your hot tub. Thanks Clinton.

Mitch and his team provided amazing customer service and communication from start to finish. Got a well built Hot Springs Prism hot tub for a good price. Install was smooth and Mitch was always available even by his personal cell to help me. Additionally my tub was designed to optionally run on 70amps for better performance vs the standard 50amps electrical configuration which was no issue for Mitch. Got me a bigger sub-panel and extra breaker at no cost even though I offered to cover the difference.

Great people, product and service! Highly recommend! Follow up: Called Mitch for a small fix on a Friday and he had his team out on Monday to fix under warranty. Great service!

I moved here 2 1/2 years ago and have used only Pensacola Pools. Their sales people are great and have had good experiences with them. The store is beautiful. The problem is the service department. I took my Polaris in for a service and ended up with a $265.00 rebluild-that was ok. The next year it quit again and I took it in for service another $135.00 and was missing hoses and net when I got it and they dug up some for me.

It lasted about a month that time with a wheel falling off. The screws were corroded & I realized the Polaris I had wasn't even mine becasue mine was repaired with Polaris parts & this one had homemade fixes to it. I took it back & they were sorry & nice about it but didn't know who had mine so they supposidly fixed this one back like mine. 4 months later the wheel fell off again, they charged me over $170. to put it back on.

I've spent enought to buy a new one in just over 2 years. I also bought a new pool pump this summer. I waited over a week to get a service call then again over a week to get the unit installed. It quit in 2 days. When I called to get service back out the scheduler made me go to the back of the line yet again even thought I'd just paid them $677. for a new pump so again, more than a week before he came.

My pool was out of commission for a month and it should have been 1-2 weeks max. Richard, the service man who came was great to work with every time but scheduling is a nightmare they are not polite and not service oriented. It takes a lot to run me off as I like to have go-to suppliers and stick with them but I expect to be treated like a customer. I'm through with them.

Unfortunately, my experience was quite disappointing. Being a first time pool owner, I walked in this morning with my sample of water not knowing what to expect or questions to ask. after waiting more than 5 minutes and mind you, there were three ladies in the area when you first walked in. A young gal assisting a client, one at the counter working on something and an older lady walking back in forth to fix a paper towel dispenser for their use and not once did any one of them acknowledge my presence; and a total of 3 customers inside the store.

After standing there waiting patiently, the older lady finally asked if I've been helped. I informed her that I had not been helped and that in fact I'm very new at this and not sure what the first step was and explained my water had turned green and needed guidance on what steps to take to rectify the situation. I informed her that I have an above ground pool.

I didn't know the size of the pool but provided her a picture of what it looks like and I had asked her if she could throw out a few dimension of pools or gallon wise, I could tell her. Not once did she attempt to help/guide me and spoke to me in a dismissive manner as if I was a bother to her for trying to give them business. Again, I'm going into this blind and obviously I don't have the proper pool etiquette when walking in to as store that specializes in this but you definitely do not need to make the potential customer feel like that.

To not waste anyone else time, I walked out and went to Leslie's Pools by Target and received the complete opposite customer service and the gentleman who assisted me was more than willing to help me and guide me through what I needed to remedy my pool problem. I'd rather pay more in the product I need if the customer service is welcoming. Pensacola Pools not so much. Suggestion.you may need to have your employees that are interacting with customers face to face get trained on what good customer service should be like.

Freddy was an exceptionally professional salesman in all ways (availability, feedback, knowledge and courtesy) when we purchased our "Grande'" Hot Tub in 2018. Unfortunately, Freddy has retired and professional service has "retired" along with Freddy.

Had to order a replacement hot tub cover for our Hot Springs hot tub through this company. Terrible customer service! It took over 13 weeks to be delivered when it was supposed to take 4-6. They never once called to update us on the status of the delayed order; we had to repeatedly call them and then depending who you spoke to at the store, they had no idea what we were talking about.

When it finally got delivered 7+ weeks late, we asked to speak with a manager about refunding part of the $125 shipping fee and after two messages not returned, we gave up. We will find a different Hot Springs distributor instead of working with them again.