Good product but poor service
We love our pool and it looks great.
The journey was very painful although the initial quote communication was awesome. However, once we paid the deposit communication was poor. Start times were not accurate. The excavator guy told us he had a property who wanted the fill but he didn't tell us when he started to take the fill somewhere that charged. We found this out when we got the bill. In fact we had friends who were reasonably close and wanted some fill.
Then the crane ordered was larger and more expensive than was quoted and they tried to ...
Customer service was such a let down
We had MFP come out and have a look to see what size pool we could have. We shopped around and found they had the right size, were very obliging to make it all happen and very thorough BUT it all went pear shaped. It was handled by the 'contrators', still linked with MFP, which were friendly and again obliging until they didn't dig the hole deep enough for the pool and didn't tell us until the pool was in and the crane was gone. We had liaised with them via email with the manager and the onsite contract manager, when he was there, during this p...rocess as we hit some water but they said it was all ok. I was actually standing next to the contract manager when the pool was getting carried over the house and still nothing was said until after the pool was in. They rang my husband to tell him, not me, which isn't surprising, with the very very bad news. Our pool was sitting higher than expected and looking horrible. From then on things just went wrong. The pool fence guy was unprofessional and didn't measure correctly so we ended up with a piece or perspex where we didn't need one. No one from head office rang to apologise or even check in with us and see how things were going the hole time. We had to follow up and check on things, apart from their payments, they were quick to send those through. I just feel general customer service in business needs a massive overhaul. I have a small business and we pride ourselves on customer service and trying our best. Things will go wrong but we have to own them. We just felt like another 'job' to them and not someone they cared about. It wasn't a cheap exercise. Nice enough people but if you use them I would make sure you're all over the job and checking things. There were quiet a few more things that went wrong but i'm sure it happens to most builders but its all about how you handle it and how you make the customer feel.
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