Westrock Pools Complaint - Worst Customer Service
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.