Pool Products Direct

I have used this company numerous times to open and close my pool and last year used them to replace my liner, skimmers, pump, filter, some of the PVC lines, and purchased an automatic cleaner. The owner Todd was very direct and easy to work with and they did a great job. I highly recommend using them.

Horrible! One of the crew yanked the pool cleaner out of the pool by the cord and swung it throwing it on the cement. When I approached him on it he told me that I didn't belong down there. Meaning that I didn't belong poolside. ON MY OWN PROPERTY? Then when I asked the crew lead, he said that's the way we do it all of the time. They stripped two of the anchors and didn't attach 3 more.

They were in too big of rush to do the job well. I believe they have developed bad habits due to most owners being at work when they are closing the pool. No One Ever sees how they handle the equipment. Which was with no regard to not breaking it. I emailed the owner Todd: Good Afternoon, I had an issue with one of your staff today with the handling of my equipment and would like to discuss.

He was also very rude and arrogant when I called him out on the lack of concern for my equipment. I really don't appreciate being told to leave my own property (poolside). Your son was better, but still lacked the customer service skills to handle the situation appropriately. I also am putting you on notice that if my pool cleaner doesn't work in the spring I will be sending you a bill to fix the damage or replace the unit.

If I don't receive a call, I will be stopping payment on my credit card. My expectation is that I receive a call this evening or tomorrow during working hours to discuss. Please call the home landline 651-XXXXXXX His reply (below) was uninformed/inaccurate of the facts and also down right rude. I wanted to discuss what happened and he basically went off on me with out even talking to me.

His Google reviews are also not stellar, 2.7 rating. His Reply: Ms. Thode - Your email to me is a direct threat. Your threats towards me, confirm my employees version of what truthfully took place at the pool closing. *(My Email was not threatening) You have absolutely no legal right to withhold payment for services rendered due to a verbal confrontation with my employees that you initiated not once, not twice, but three times. *(I didn't approach his staff 3 times & I have contacted my credit card company to dispute the charges) Furthermore, we are not taking any liability for your pool cleaner because the pool cleaner should not have been in the pool for the pool closing appointment AND we removed the cleaner exactly in the manner that your owners manual details.

I actually sense a "set-up" so I suggest you test your cleaner now and not wait until spring. *(We were never told to remove it, in fact they state that they will take out ladders & steps, I have no way of testing the cleaner now that the pool is closed. He Didn't remove the cleaner to manual instructions, the manual says to NEVER remove by the cord.

You are supposed to remove by the handle. This is in no way a setup, we continued to run the cleaner to keep it as clean as possible before closing) We will no longer provide any services for your pool as a result of your attack on my employees. (LIKE I WOULD EVER HAVE THEM BACK!) The Job was done incomplete, property damage incurred and unprofessional both by staff and owner.

I definitely would not use this company ever again. Update - When I filed a report with the better business bureau, PPD had the nerve to respond that I had complained about 4 or more pool companies in the past 5 years. Which is an out & out lie. I have never filed a complaint or posted a review (good or bad) before. This is the first time ever. I challenge PPD to prove the accusation.

Response to PPD's owners response. He should be a fiction writer, with the imagination he has. You don't get a 2.5 rating unless there is something wrong with you and your service. He may need to look at the quality of the crew he is sending (one being his son) It's funny, in the reviews he calls all of the dis-satisfied customers liars. I think everyone can figure out who the liar is. 10/24/20 - Amex close the dispute and found in my favor.

I had used this company for 10 years to open and close my pool and deliver chemicals. NO MORE! I called them to repair my automatic cover. Service person offered me an option of repair or replace. I was told TWICE that total cost of repair, with labor and materials, would be "$500 or $600". Imagine my surprise when my credit card was charged the next day for over $1000!

I had lengthy email exchange with Todd, the owner, who was consistently defensive and rude and threatening. No concession whatsoever that I made a decision based on a totally false statement by his worker. I cannot work with a company I cannot trust, and will not give business to someone whose only response is to be rude and defensive.

TERRIBLE EXPERIENCE! I hired them to close my pool fall 2020. I discovered this extra PVC piece installed in my skimmer (without my knowledge or consent) when I opened it spring 2021. After numerous emails back and forth and the owner admitting his inexperienced labor did not follow protocol, attached a PVC fitting without notifying me and removal of that piece with a saws all caused damage to that area.

Yet REFUSES to accept accountability. His offer to patch it "if" he finds a leak that another company has already determined is there is crazy. I ask, would you trust a company to do that work when they are obviously trying to push off the whole situation? How a company like this stays in business is beyond me. 1 star is too much.

I can't say enough good things about Todd and pool products direct. I have used them for two summers to open and close my pool, do my weekly chemicals and for quite a few repairs to my older pool system. Although communication with Todd is all done through email rather than phone, he responds to every one of my emails almost instantly and if I email at night, I have a response by 6:00 in the morning.

His technicians are at my house for repairs the very next day after something breaks and have gotten my stuff repaired for very reasonable prices. My pool has been crystal clear for two years straight and I have never once added any of my own chemicals. Todd is a straight shooter, honest, and fair and his technicians know how to get the job done fast and right. I would be in a tough spot this summer with my pool without Todd and pool products direct. Thanks a lot guys! Clint Spohn

I took a few minutes to share my review because like most people I check review's on most if not all of my purchases. We bought a home with pool 4 years ago. To say the least we were not that enthused about the pool When we asked the seller about the pool the seller gave us POD card with Todd's name and said they have been with POD all the while so when spring came we ofcouse had lots of question and Todd was quick to answer them he offers a class and at opening answered all of are question.

We still have to email Todd some stupid questions but he is still helping us with any questions we have Him and his team put a new liner in last they did a fantastic job! We buy all are supplies from POD we a very happy with the severs we get from them So Thank you Todd for all of your petitions

Todd and his crew just finished our pool liner. Excellent job and couldn't be happier with the end result. His crew is professional and always willing to answer our questions. They are prompt and very responsive to emails. Highly recommend for any pool service!

I have been using Todd at Pool Products for years. He has done routine opening and closings each year along with installation of new equipment and repairs. His customer service is OUTSTANDING! Most recently, I emailed him at 7 pm with an urgent crisis and leaving town for 3 days the next morning. It was compounded by 3 days of 90 degree heat and family visiting for the whole week and family reunion. 7 young grandkids expect to swim!

I got an e-mail response from Todd at 5:40 am the next day, and two of his best guys were at my house already having diagnosed issue by 7 am. They needed to track down a part and called me twice during the day to update me on the situation. The guys went above and beyond to figure out away to get my pump and chlorination working while awaiting rush shipped part from Texas.

They once again were at my house by 7 am the day part arrived. We did not miss a beat using our pool thanks to their vigilance and dedication to customer service. FYI; price is always fair and reasonable. Anyone who has any need for your swimming pool is nuts to go anywhere else! Thank you Todd and crew, Cindy Palomo P. S He has also rescued me at other times when my pump died, as well as another time I had company and my heater died. Just shows customer service is consistently remarkable!

I am new to Pool Product Direct and I am very pleased with Todd and PPD. Todd is very prompt with his emails and the service is always performed on time and as described. He gave me options for either fixing or replacing the pump, his staff orientated me on how to run the pump/filter and they are currently advising me on how to fix/maintain the chemicals. I had one minor issue and he was willing to give a fair compromise which I am more than happy with. Thank you Todd and PPD, you have found a loyal customer in me!

Its hard to even describe the interactions I had with Todd; it was by far the worst experience I have ever had with a company. EVER. His online scheduler had not been reset yet so I emailed him directly about setting up a pool opening time. He indicated the calendar had not been reset for the new season and he set me up for an appointment via email.

When the time came he denied that ever happening even after I forwarded him the original emails. Proceeded to berate me via email and tell me it is my loss as he will never work with me again and he is the best and best priced in the area. I was floored!

I purchased a new pool liner, pool heater, and replacement mesh winter cover from this company in 2010. Todd's attention to detail left me wondering why I had been doing business with other companies. The price was as advertised "Best in the Area" and the installation of all items were completed quickly without any problems. Great company.