North Eastern Pool & Spa

I used to work with Steve Habeck on pools and spas everyday the sun was out and he knew more about pools spas and life in general than anyone else I met. so much that almost ten years later I hear his lessons ringing in my head still. I've never gotten the chance to say thank you properly. My names Christian and I'd love to say thank you to him in person

We hired North Eastern Pools and Spas to do a liner replacement for our inground pool. We went with them because they were a family owned business with years in the industry. We were told we needed to put down a deposit to ensure our job to be done in Spring of 2021, so in fall of 2020 we paid for half of the job, and were told we would pay the remainder upon completion in Spring.

At the time when the liner was put in it was raining heavily, but we were told that this would not be an issue. It took several days as the install began on a Friday, and the pool had to fill slowly in stages with fans running in order to keep the liner in place. The installer came out to finish installation on Monday, and the liner was sagging and wrinkled off the pool walls, The installer assured me that once the pool was full the wrinkles and sagging would be gone.

We accepted this as the liner looked much better once we did have the pool filled. In the fall we closed our pool and once again the liner wrinkled and sagged. We immediately called and the service representative told us that she had notated the account, and that they would address it first thing in opening season in Spring. I called North Eastern pools in mid April of this year, 2022 to inquire about addressing the issue once we opened the pool.

When I called, the service representative I spoke to was dismissive and unapologetic as she proceeded to tell me that they would come out sometime in June or possibly even July, weather permitting to assess the pool liner. I asked why I would have to wait as this was a job I had paid for which was under warranty. She told me that after they did " pool reopenings", they would come out after they addressed the 15 other people in line ahead of me.

She proceeded to talk over me to the point I actually thought she couldn't hear me, and that our connection was bad. She told me flatly, " no I can hear you". I told her it was unacceptable that I'd have to wait as this was a job already paid for that should have been completed correctly in Spring of 2021. I asked to speak to a supervisor and was told much of the same, and this woman laughed and insinuated that I was lying when I told her I was assured in the fall it would be addressed first thing in spring.

My husband removed the pool cover and we saw that the liner looked even worse than it had in the fall. My husband called and spoke to Gene ( the owner) who told my husband he, " would not send anyone out to look at our pool without a credit card on file". My husband told him this was a warrantied product/ service and that it wasn't done correctly the first time, and that he would not pay additional money.

My husband and I didn't feel that we were comfortable with using North Eastern Pools not only after failing to do the job correctly, but also in light of how we were treated by the owner and service team. I'm thoroughly disappointed in their workmanship and their disregard bordering on contempt for their customers. Install errors can happen, but not standing behind their work, and the lack of regard for a customer who has paid for a job that wasn't done well initially and then telling that customer they'd have to wait till June/July for any service appointment is completely unacceptable.

The fact that pool openings were to be addressed first, (I'm guessing because this was money to be made versus monies already paid), is beyond wrong and prioritizing customers over a job that was supposed to be done right the first time is egregious. Our options were to not have a pool to use until June or July, or to go with someone else and lose the money spent on the initial Install by paying someone else to fix their mistake.

We chose the latter. Do not make the same mistake, do not go with Northeastern pools and spas. They do not respect their customers time or money, and they do not stand by their work

I can't say enough about these guys. I have bought a hot tub, a new pool liner, had them open and close my pool, multiple services - and they are always awesome to work with. They are responsive, on-time, knowledgeable, friendly, and just generally great to work with. I highly recommend anyone that is looking for pool service from something as simple as water testing, up to full service, go to these guys.

I had a leak in my pool. The service department was fantastic and guiding me what to do to help troubleshoot it prior to them coming out to find the leak. They were able to find the leak and Repaired on the spot. The gentleman that took care of my leak were fantastic. The overall experience for North Eastern Pool was fantastic. Service: Hot tub test soaking

Every step of the way was perfect. Northeastern pool and spa have an excellent team. Everyone knows pools anything you need any question you have they take care of you. I would highly recommend them for all you pool and spa needs.

We have been very pleased with the service from North Eastern. From start to finish we absolutely love our in ground pool. We were given excellent guidance throughout the whole process. Craig was very helpful in all the decisions. We also really value their help maintaining the pool as well as hire them to open and close our pool each year. I highly recommend North Eastern for all your pool and spa needs!

They installed our pool over 5 years ago and they have been great. We get all of our pool products from them and they have always taken great care of our needs. We have even had some user issues that they have helped resolve. I wouldn't get a pool or chemicals from anyone else in the Rochester area.

The best experience every time. Retail storefront, warehouse, service - every single person that works there is friendly, knowledgeable and helpful. I've learned so much about my pool, and I didn't buy it from them. Highly recommended!

Woke up to a dead pump on Father's Day (Sunday). Sent a text to Andrea, who responded in less than a minute, suggesting that my problem was likely the capacitor. She suggested I run it to the store when it opened. Within minutes of arrival, a technician had my capacitor out of the pump, and a new one installed.tested and running. Thank you Northeastern for amazing customer service!

We love our pool. We get compliments all the time. Craig was super helpful and patient. We wanted a modern looking pool design and he really helped us make our vision come to life. Thank you to the entire crew at North Eastern.