Westrock Pools

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5.0 out of 5, based on 2 ratings and
4 reviews & complaints.

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Worst Customer Service
Posted by on
NANUET, NEW YORK -- I am writing because of my frustrations with Westrock pool and Spa in Nanuet NY.
In December 2007, after purchasing and promptly paying, in full, I had arranged for delivery. After a month and a half, I had called to follow up, only to find out that my spa had been just sitting in the warehouse waiting for delivery. In February, 2 months after purchase, I received the spa which had a cracked valve. Starting in late March, I initially made two dozen phone calls to the service department and had not received a single call back from the service supervisor. I have to make the calls otherwise I don’t hear back on the status, ever. It took almost 2 months now just to schedule the follow-up service call for installation of the part for April. The tech showed up, I showed him the cracked valve and he called in the order. It took another dozen phone calls to get the technician back in June, but the technician didn’t show on the day scheduled. A real shocker!

I finally called the owner after 2 unanswered emails, and he called back. Andy promised to personally fix the situation and tries to explain away the ineptitude of his people. I was promised immediate resolve. The tech finally showed up in June only to have brought with him the wrong valve. He came back in July with some other parts none of which fit or could be made to work. Not a word from the owner. Its now August 19th and I have not heard a word from West Rock, the owner or the technician.

The customer service of West Rock gets a solid F and I don’t think the owners care because I emailed both and have not received a call or email back from either of them.

Everyone at this company points fingers and blame on everyone else. I have experience a complete lack of care, professionalism, courtesy and respect. I am dumbfounded that this company maintains any clients at all. I have heard nothing but complaints from both other customers and people associated with this company.

After six months of frustration and lies and 3 days off from work waiting, I want nothing further from Westrock at all. I am finding another dealer for service. The owners clearly condone this behavior and my message to anyone that reads this is……Find another dealer. Good luck.
     
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azspots on 2008-08-19:
Call them, one last time, requesting they come pick up your spa and refund every quarter you paid them.

Can't use it, they won't fix it, you want your money back so you can go with a company that gives a damn.

Bet that gets them moving.
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Best Experience I Ever Had With A Large Purchase
Posted by on
Rating: 5/51
NANUET, NEW YORK -- I had the best experience ever, can't understand some off the reviews, these people must be crazy. I am hard to please, and this company did everything they said they would do. My backyard is just unreal. The people that work at this store were so informative and respectful to me and my husband. After the pool was installed last week we must off received 3 to 4 phone calls for different staff members just asking if we were satisfied with the constriction off the pool. My husband and I are blown away with there service.

Bobby the owner stops by out house almost everyday making sure the water is good and that the pool was cleaned. They said the pool would take 3 weeks, they finished in less than two weeks. My salesman ronnie was just wonderful, he came over and brought pool toys for my grandchildren. If your in the market for a pool you must call ronnie. My friends had pools installed by westrock and that's why we went to them first. They haven't the highest rating for me and my family.

As a matter off fact, since I was so satisfied my next door neighbor just went to contract with them. They were just so great.

Estelle
     
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trmn8r on 2013-05-05:
Estelle, on the internet when I read a review that says "I don't understand what people are complaining about," it makes me go read the complaints more closely. I've done that with this company previously (recognize the name) and I found them credible. Thus, I have concluded the people are complaining about whatever it is they wrote about.

When someone calls peope who complain "crazy" that also catches my eye, and makes me read their glowing compliments that much more carefully. It's the internet - you have to take everything with a grain of salt, or in the case of a pool chlorine.
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Poor Customer Service And Lack Of Phone Skills
Posted by on
I am writing to expose my frustrations with Westrock pool and Spa in Nanuet NY.
I purchased a Spa that I had won in a local business online auction sponsored by my local newspaper. I won the item and promptly paid within the required time period. After making arrangements and selecting the spa I purchased, I had to call back to find out that my spa had been waiting for 1 full month to be scheduled for delivery.

After delivery 2 months after purchase, I received the spa which had a cracked valve. I have now made a dozen phone calls to the service department and have not received a single call back from the service supervisor. I have to make the calls otherwise I don’t hear back on the status. It took almost 2 months now just to schedule the follow-up service call for installation of the part. Today I write because after having shown nothing but respect and patience, the technician didn’t show up up to install the part. A real shocker!

The customer service of West Rock gets a solid F and I don’t think the owners care because I emailed both owners and have not received a call or email back from either of them. One other individual who fielded one of my many calls indicated that this is very typical of the calls they have to deal with. The Service Supervisor who apparently spends all of his time dodging phone calls in the “warehouse” has proven to be an inept liar who couldn't care less about customers. The owners clearly condone this behavior and my message to anyone that reads this is… Find another dealer. Good luck.
     
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Great Service and Repairs!
Posted by on
Rating: 5/51
NANUET, NEW YORK -- I would like to take a moment to thank our friends at Westrock Pools. Since they built and installed our pool over ten years ago, they have been more than helpful in everyway. Whenever we have a problem or need supplies the owners and staff have always taken the time to explain what to do to keep our pool in beautiful condition. Once again, thank you guys for all your help; you're great!
     
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