Denise in Markham

Update: they came back and install the new cover for me. The service was great! I had a not-so-great experience dealing with Purewater Total Home Leisure in the beginning. I ordered that winter safety cover from the company last year and it wasn't ready at the time they estimated. We ended up needing to wait until Nov to have the pool closed. Waste lots of time cleaning the pool which was too cold to swim in and waste lots of money buying chemicals to clean it. Just because the winter cover didn't arrive on time. I understand Covid took a part in it, supply chains were affected, However, the communication with the company wasn't pleasant. They delay the pool safety measure date without a reason. Very hard to reach the service department. That wasn't the whole story. When the winter safety cover finally arrived. The size of it wasn't right. They came to measure it before they made it. No apology whatsoever. They ended up need to drill holes around our pool in order to use that wrong size cover. Then, Purewater took the wrong size cover back for resizing in June when I hired them to open the pool. And promised the cover will be ready for winter pool closing time. They called me At the beginning of Aug selling their pool closing service, but they didn't even know my winter cover wasn't returned to us yet. The communication between their sale department and the service department was poor. On the same day, I emailed the service department right away asking if the winter cover is back in the store yet, and if not, would it arrive on time for my scheduled pool closing date which would be a month later at the beginning of Sept. The Service department replied two days later saying it was sent to repair for a long time so it should have plenty of time for closing. But it was out of their hand because they don't do the repair themselves. They promised to give me an update when they hear back from the supplier. However, they never give me any update unless I emailed and ask them. And the reply was very simple. Just one sentence, saying not yet, will wait and let me know. When the scheduled pool was just 7 days away. I received an email from their service department telling me to prepare the closing. However, When I emailed to ask if my winter cover is ready yet. still no solid answer. The reply was they will monitor the situation. I didn't know what to do, I didn't even know if I should lower the water level the night before to prepare for the closing or not. I called and left messages on the phone, I sent emails to the service department. No one gets back to me, Finally, I reached the owner of the store. She told me the delay was due to covid related supply chain problem. She educated me that their service wasn't about life and death so they are not the priority to get supplies from the supplier! I told her my frustration and all I wanted was to know the status of my winter safety cover. I asked why no one in their company called the supplier to ask if it can arrive on time. She said she is not responsible for my feeling and she will have the service department head call me back, that's all she can do for me. Update: the owner called me back, she said she finally called the supplier and learned that my winter safety is still sitting there to wait for resizing. She apologized and said she will waive my pool closing fee this time and will make a new cover for me. I will update my review again if these promises are really fulfilled. If someone, anyone in this company will make a phone call to the supplier to inquire about the status of my winter cover, a lot of problems won't happen. Updates: I am very happy that I have the new winter cover installed before the snow! Thank you very happy with Purewater now!