Customer ReviewsforModpools Limited

Horrible people offering what could be an amazing product if they did cut corners and treat their customers awfully once they have been paid.

Hi *****, We sincerely appreciate your feedback, and we're sorry to hear about your negative experience with our company. We strive to maintain the highest standards of customer service, and we take all feedback seriously in our ongoing effort to improve.We understand your concerns regarding the handling of issues that have arisen, and we'd like to clarify some aspects of the situation. In your case, you've had previous interactions that were problematic, including defamatory statements about our employees.When you reached out regarding your liner, we, regrettably, found it necessary to advise that all communication should go through our lawyers due to these prior issues. We acknowledge that this response may not have met your expectations, and we understand your frustration. However, it is our obligation to ensure a fair and appropriate resolution, especially in situations where there is a history of contentious interactions.We appreciate your understanding in this matter and hope that, in the future, we can find an amicable solution to any concerns you may have. We value your feedback and your business.If you have any further questions or concerns, please do not hesitate to reach out to us through the appropriate channels.Sincerely,Modpools

Horrible customer service. Once able to contact via e chat(because no one ever answers phone), service reps do not honor scheduled appointments, and do not contact clients once appointments are missed. Terrible company

Hi there,We have on file that our sales team did in fact reach out to you directly after submitting an estimate on our website, dated April 20th however there was no response. Your contractor reached out just last week on May 3rd to schedule a phone call. We have on record that a call was made out to your contractor although it was 10 minutes late due to a previous phone engagement taking longer than anticipated. As we call from a toll free, ******** number, sometimes our numbers are screened automatically. This is a common occurence unfortunately! You called in yesterday to follow up and our sales rep had put you/your contractor in their calendar for TODAY at 11:30AM PST. (our sales rep's work on a scheduled, calendly basis). We definitely understand your frustration however we must wait for an opening in our sales team's calendar to schedule in any missed phone calls. Please let us know if you're amenable for the call today and we can hopefully get everything nice and settled!Regards,The Modpools Team

Worst customer service I have ever dealt with. When you buy a pool from them, you run a major risk of having a worthless shipping container sitting in your yard when its broken. **************** is slow to respond and they do not fully assist with issues. Our pool glass (acrylic) had a crack the full height of the pool. We had to pay to replace the acrylic and when we were following the provided installation videos, we noticed our pool was missing the required gaskets that help support the glass. Youre supposed to have two plastic gaskets that sandwich the glass. Each piece (we have to sides of glass) only had one gasket- we should have four when pool was built and shipped. There are also numerous cracks all around the bolts. Luckily we do not have water in it yet. But now we are stuck attempting to get materials and customer service support. **************** only communicates via emails and refuses to call.Id think twice before going through this company. Especially if you are in the US. Depending on next steps, we will be contacting a lawyer and ou credit card company to dispute charges.

Hi there and thank you for taking the time to write your review. However we would like to clarify that our ************* team was providing customer service and responding to all emails and communications within 24 hours as is our commitment to our clients. After running your situation by our manufacturing team and engineers, it was determined the crack in the window was likely due to leaving the pool unattended throughout the winter months and therefore the frozen residual water could have caused this crack. Unfortunately damage caused by freezing is not covered by our warranty as it is the owners responsibility to ensure the water does not freeze. Our pools are meant to be used year round as long as the pool owner is making sure that their pool water is kept above freezing temperatures. In terms of 'attempting' to get materials and support - we are confused by this as we have sent you all the materials already, and also detailed instructions and videos to ensure a smooth installation on your end. As we have been working with you and continue to do so, we are hoping that this does not escalate and if so of course this would need to be discussed privately.Please feel free to reach out to our customer care team if you need more ************************************** Team

They dont pay their employees. Employees in **************** ** plant have not received their checks in almost a month. HR is non existent. Many, if not all have walked out due to no pay.

We are uncertain as to who this complaint is coming from as the name is totally unrecognizable, however this is a completely false statement. All employees both at our ***** facility and our ******** facility are paid every 2 weeks. We would not be able to run a business and still manufacture and build pools if we were not paying our employees. We run weekly site visits for potential clients and partners to come see the facility and see our workers in action. Our employees are very valued to us and are the reason for our success. Again, unsure where this person is getting their information from but it is certainly not true.