Complaint Review: Five Star Pool Professionals Inc.

It makes me sad to see stuff like this about a company I was proud to work for. Bud has taught me everything I know about above ground pools and has a high standard when it comes to "his pools". He would only schedule us one pool a day to so we didn't feel pressured to be on a schedule to ensure the quality standard he wanted to deliver, even thou I would assume it would lose business from the volume of new installs during the summers and being booked. I will admit I have made my own mistakes during the time I was working for this company but bud taught me all we can do is fix our problems the right way and do what ever it takes to make the customer happy.

I took pride in my work and respect the company for teaching me a trade I will carry for life. I enjoyed every day at work with bud and his son Ryan. I understand where the customer is coming from, it's frustrating when no one knows what's below grade of the location of an above ground pool and then fill it up with 5,310 gallons of water in a 15round pool. I'm a big fan of the mat and cove product. Each base has there own pros and cons. But as I was a installer I would never guarantee something like this couldn't happen because I could never be 100% sure what is 3 inches, 6 inches, 1-2-3 feet below grade.

Ive seen some crazy things come out of the ground of people's backyards. Bottom line is I've had objects poke holes in my jobs a few times over the years I was employed there and the only way to know there was going to be a problem is after the structure was built and the weight of the water shows the specific problem for that yard and what precautions should be made there after. I would patch it. Let the customer enjoy the pool for the rest of the summer and warranty the liner and my labor. I would also then provide my suggestion as to what base we should use now knowing what lies beneath grade and have customer purchase that and I will install it at no cost to them as well.

Bud has taught me well and even when something is not mine nor the customers fault, it's still our duty to fix the problem and make the Cust. Happy. There is a certain amount of time that the Cust. Has to contact us to report us directly the problem. It doesn't make sense to contact the seller of the pool and have them contact five star?? As for everything else I read on here it's all verbal attacks towards bud and false information from the Cust. as far as how our timelines and procedures worked. Then you have a prime example of bud trying to make the customer happy. Most of the things she described where defects in her own words and bud still going there to "fix" these things.

At some point the Cust. Needs to take responsibility for there pool and use and care for it like any other item they own. Except the backwards chlorinator witch is easy to see when so many different products come out on the market each year, well at least he learned and won't make that mistake again, that's how I look at it and how bud taught me to look at it. Just go back there turn it around and problem solved, now you know for the others and Cust. Happy!! Not the situation here.

I know that there is always someone out there who is unsatisfied with a specific product for whatever reason but I felt the need to say somthing as someone who worked for this company and and knows first hand the kind of quality and service we all provided to all customers. And one more thing. One of the last statements she said was "the kid did not know what he was doing."We all learned from bud and if bud didn't think someone could deliver the product he wanted, he wouldn't be building your pool. You can change a skimmer without removing it. All you do is take the faceplate off and since you job was PVC piped as stated, it stays lined up on the opposite side of the wall.

After new liner is hung(uni-bead or overlap) just the faceplate can be re-installed. I don't expect you the customers to understand that because that's what I used to do for a living, that was my job. I will gladly show you and explain to you what I'm doing and why I'm doing it. But the way they do things and taught me to do things is why they are the number one above ground pool installers in north east florida. And that's worth something to them and me. i apologise that you had an unpleasant experience, even thou it is not mine to do so but i was taught this way and I hope by this time you haven't had any future problems with your pool and it lasts years to come!!

Today (9/19/2013), Five Star Pool Professionals came out to install a 27' round above ground pool. The 3 gentlemen that arrived were respectful and conducted themselves in a professional manner.  In about 4 hours the entire pool was finished and being filled. 

They left the site tidy with no trash lying around, answered all my questions I had about fill time, filtering process, liner stretch, where to go for water analysis, and some other miscellaneous pool related concerns.  I would recommend them to anyone that has pool repair/installation needs.

i will even call them to assist with installation of an inground pool when the above ground pool is taken down.

We paid $4000.00 for our pool in July 2012. After using the pool only 4 times the liner had a tear in it. When Bud came out to patch the tear, he accusingly asked us if we let our dogs in the pool. Of course we did not but it was at this time you could feel rocks poking through the liner in other areas. I go back to my original statement, the pool was installed but the ground was not cleared like it should have been and as the professionals they say they are, it was 5 Star's responsibility to tell us that the ground was not smooth. Instead we were told nothing will get through this liner.

In 13 months and using the pool no more than 15 times total, we have hard piped the system which cost us another $250.00 because we kept having to replace plastic hoses that would tear because of chlorine buildup and heat.

The original skimmer cracked and we had to have that replaced last year. Within 13 months we've had a liner, 2 skimmers, all the hoses and a motor replaced do to no fault of ours. We paid Bud another $250.00 to install the 2nd liner, $150.00 for sand which they couldn't use all of it, so a pile was left in my driveway and another $85.00 for a gorilla pad for added protection under the liner.

Yes some of these parts were warrantied but we have paid more money for services rendered because of these parts becoming defective and again to no fault of ours. We never lied or took advantage of Bud. Splash was called immediately with every problem we have ever incurred. I don't know if Splash communicated to Bud what we communicated to them but we did not wait a week or more to report the skimmer leaking. It had been raining a lot and it was difficult to detect where the leak was coming from. Yes, Bud came out and sealed the leak on the return but we had to place a bucket under the skimmer for all the water that was leaking from it.

We called Splash with 3 days after the liner was replaced and explained that now with the water back in the pool it appears the skimmer is leaking. Buds worker had tossed the skimmer on the ground when it was removed for the liner replacement. There was no other physical force placed on the skimmer. Finally after waiting another 3 weeks for this skimmer to get replaced and Bud speaking to Peg the way he did on the phone, I was out of patience. Bud told Peg on the phone this was the last favor he was doing for us? What favor? Again we did not break anything, we certainly didn't want any part to be defective this soon on our pool.

When Bud's guys arrived to replace the skimmer I pointed out the bucket and the crack on the skimmer and the kid said to me "Bud and I came out here 2 days after the liner and repaired the leak, we waited 10 minutes and nothing was leaking". He was talking about the return leak. Again I said to him, do you see the bucket right here and the crack in the skimmer? The kid says to me "why are you yelling at me", I said I'm not yelling I'm pointing out to you the problem. I said to him, so it's ok for Bud to tell Peg he's not doing anymore favors for us but I can't point out where the crack is in the skimmer from where your buddy over here tossed it on the ground, yes the other guy on sight that day was the guy who tossed the skimmer on the ground while replacing the liner.

Bud sounds extremely angry in his rebuttals and I don't understand why, we DID NOT take advantage of him in anyway. We had broken/defective parts replaced on a 13 month old, $4000.00 pool do to no fault of ours. He was not polite to me on the phone and he can be a bully. Yes, I told him he needed to have this skimmer fixed today after his 2 guys left my sight because we had already waited 3 weeks and the new skimmer was left in my yard on the ground 2 days earlier? His guys yelled right back at me that day because they knew I was right. The kid stated "we never took the skimmer off to replace the liner", WHAT? Yes you did because you have to get the liner set under where the skimmer is attached. The kid didn't know what he was talking about and after replacing the new skimmer left leaving our chemical system on 10. We could smell the chlorine in the air when we got home from work.

Yes there are 2 sides to every story!

customers true colors coming out!!!! Instead of being hostile, verbally slandering and attacking me and other foreman privately like I stated in my rebuttal..  Customer chose to publicly write on this site and now continues to publicly attack me personally.... proving my rebuttal to be absolutely truthful.  Customer is now publicly discriminating against where I originate from.

I always treat my customers with utmost respect and will continue to do so by responding in a professional manner. I refuse to lower myself to make any personal attacks on anyone. 

I only stated the facts.  I do not feel the need to respond any further on this matter. 

I would like to thank Bud for publicly admitting that he did in fact know the pool was being installed on top of a filled in inground pool. However, when the ground was leveled for above ground pool the excess dirt was filled with rocks and sticks. Bud accused us last year of letting our dogs in the pool when the liner suffered it first tear after only 2 months old and we had used the pool only 4 times. No one ever said before installing pool, peg and Joanne because of the debris which was very visible, you may need to lay sand first then the pad and liner. We didn't know, that's why they were contracted, yes by a recommendation through splash pools.

bud has been in business for 31 years because he is a bully from Long Island, NY. He spoke to my partner and me like we were dogs and accused us of lying and taking advantage of him. He's the last person we wanted back on our propert

On Thursday 8/22/1hi when his guys came back and replaced skimmer that oh by the way they did throw to the ground and crack, they left our chlorine on 10, you could smell it in the air. These are the childish things we have dealt with. 

There are too many lies to address in this rebuttal. Bud recorded everything, so he told me. Would I really hang myself like this if I wasn't telling the truth?

good luck with your pool if you use 5 star.

I would like to address every issue that Peggy Moran and her partner Joanne allegedly had with 5 star pool professionals.