Business ProfileforWestrock Pools & Spas
Pool Supplies
At-a-glance
Customer Complaints
3 complaints closed in last 3 years
2 complaints closed in last 12 months
Customer Reviews are not used in the calculation of BBB Rating
Related Categories
Overview
Westrock Pools & Spas specializes in all types of swimming pools including above ground pools, spas, installation, maintenance and repairs as well as patio furniture.
Products & Services
Business Details
- Location of This Business
- 21 N Middletown Rd, Nanuet, NY 10954-2304
- BBB File Opened:
- 9/1/1999
- Years in Business:
- 56
- Business Started:
- 4/4/1968
- Business Incorporated:
- 4/4/1968
- Accredited Since:
- 10/2/2014
- Licensing Information:
- This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
- Type of Entity:
- Corporation
- Alternate Business Name
- Westrock Industries, Inc.
- Hours of Operation
Primary
- M:
- 9:00 AM - 6:00 PM
- T:
- 9:00 AM - 6:00 PM
- W:
- 9:00 AM - 6:00 PM
- Th:
- 9:00 AM - 8:00 PM
- F:
- 9:00 AM - 8:00 PM
- Sa:
- 9:00 AM - 6:00 PM
- Su:
- 10:00 AM - 4:00 PM
- Business Management
- Mr. Robert Ball, President
- Mr. Andrew Bari, Vice President
- Ms. Karen Jacobs
- Customer Service
- Contact Information
Principal
- Mr. Robert Ball, President
- Mr. Andrew Bari, Vice President
Customer Contact
- Ms. Karen Jacobs
- Customer Service
- Additional Contact Information
Fax Numbers
- (845) 623-1156Primary Fax
Phone Numbers
- (845) 367-9377Other Phone
- (845) 623-1156
Customer Complaints
3 Customer Complaints
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File a ComplaintMost Recent Customer Complaint
05/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
May 2, 2024, Pool opening was started & not completed; team promised they would return to install the pool pump suction outlet cover/grate the following day when vacuuming was performed. Photos, supplied on May 19, 2024 & May 21, 2024.Leaving the suction outlet without the cover/grate is a code violation. Prevents serious ***************** May 2, 2024, WR advised me, the cleaners dedicated filter was unnecessary; should be removed because it is inconvenient for team. I advised it worked fine; that I didn't want it removed & their team needed to be trained on how to reattach it at service.5/3 WR insisted on removing cleaner filter. They charged Amex $228.67 for this service and discarded filter. 5/17 I emailed advising pool was left in service mode. No response.5/18 An emergency call for WR to report & fix service mode problem. In visit, serviceman advised that the cleaner tube was not working anymore because the cleaner filter was removed; that the cleaner is dependent on the filter & needed to be reinstalled. 5/19 Emailed with photos advising of problems caused by their cleaner filter removal. No response.5/20 WR promised the team would return to reinstall the cleaner filter on May 23, 2024; advised the cleaner should not be used until the filter was reinstalled. Our pool has not been able to work as designed since.5/23 No show. No one reported or called to advise the appointment would be missed. 5/24 WR promised team would report May 25, 2024; promised the filter for the cleaner would be restored & the suction cover would be installed to finish opening. 5/25 WR quit the job, broke contract. Stated find someone else to service your pool; not fulfilling the promises to make me whole on the pool opening, & restoration of damaged pool equipment. Demand:$561.38 for incomplete pool opening.$228.67 for botched work on the removal of the cleaner filter. Reimbursement: restoration of cleaner filter, amount TBD.
Read MoreCustomer Reviews
1 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Peter V.
1 star
05/19/2022
A warning to all don't buy pools at westrock pools. There customer service is very poor. I purchased an above ground pool on August of 2020. I was able to use the pool in the summer of 2021. I just recently opened my pool and was cleaning it and noticed water flowing out from the bottom of the pool. When i checked i noticed the pool liner had a tear. I called westrock and after being on hold three times i finally get to speak with someone named ****. I explained my situation on how i haven't had the pool not more than a year and the liner has a tear. He explained if the tear is not on the seam its not under warranty. The tear is about an inch and a half below the seam. He said the warranty would not cover my liner. I went the next day in person to speak with him again and he pretty much blamed me for the tear suggesting that the liner wasn't properly installed and that there is nothing he can do. I asked to speak with the owner or someone above him and he stated nobody was there but clearly there was someone above him there because i saw the person talking with another customer and heard him say he was one of the owners. He then introduced me to ***** who is one of the owners, we explained the situation showed him a picture of the liner and he just said yea looks like someone cut the liner with something get a patch and patch it up and walks away. Not giving a care about my situation. So i hope this helps people decide on how to pick a pool company but don't choose them they don't care about your issues they only care when they want to sell you something.
Westrock Pools & Spas Response
05/20/2022
******************** emailed a picture of the tear in the liner on 5/17/2022. He was contacted and advised the liners are warrantied only on the seam of the liner. It is warrantied through ********. We explained the tear is below the seam and would not be under warranty.On 5/19/22 he came into the store to ask what we can do since liner is only a year old. We again explained the warranty is through ********. He was given there contact information. he stated the liner was fine all summer & acknowledged that Westrock did not install the liner.Today, 5/20/22 ******************** stated he wanted a free liner and that was the only resolution he would accept. We explained that we will not be providing a free liner since we did not do anything wrong.
Customer Response
05/20/2022
Yes I was contacted by **** from westrock pools. I answered the phone and he identified himself and i asked why was he calling and he sated " You know why I am calling because i got an alert from the better business bearu about your review. So the only reason he reached out was because of the review now he tried to show concern on helping me. But when he had me in the store in front of him he didn't care much to help me. To add insult to injury his co worker ***** added on the day i was present at the store that it look like someone cut the liner. Now i was there the day before my Liner ended uo damged and soent 150 dollars in chemical supplies for my pool. Dont be fool by his response that he reached out to me because he was concerned and wanted to help. If I would have never posted the review he would have never called me. So dont get caught with this company you will regeret it like i am now. He still didnt offer any solution to help.
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