Neptune Swimming Pool Co

I hesitate to write this review due to my necessary continued relationship with Neptune… but as I hear that pool sales are at an all time high this summer I feel I must in the hopes it will help others to decide who to hire. I will say that while the pool was being installed the work did move along on a timely schedule. I will also say their service tech Kevin is very friendly and also very on time … but I absolutely would not, repeat would NOT, hire Neptune again if I had it to do all over again.
Several different people were involved during the process… concrete guys doing retaining walls throughout the back yard as well as the pool deck, graders regrading the yard, gas techs to increase the gas load available for house and pool, an electrician and sewer line folks (since we were digging everything up anyhow — I have worked as a contractor so no big deal, just a lot of organizing and letting everyone know when what was done, when inspections passed, knowing who was going to be working where. Neptune was just… unpleasant. It was enjoyable having everyone else on site (my house — where «I“live), but I found myself enjoying the days Neptune was not out. Complains by some of the employees about their job… complains about other elements of the site being of inconvenience to them… complaints about the neighbors (granted they’re touchy… but hello, professional???) They behaved like prima donnas about the project — I kept on top of what they were doing next and everybody else worked around that to make sure they were not in the way at all, that they were not inconvenienced at all — and their attitude was pretty much «well good». They treated the pool as if it was theirs… grumbled about choices I had made that they didn’t love and once accused my dogs of sabotaging their work — I kid you not… they had put up a short string line one evening before leaving and when they next came back apparently the string line was down. They were very miffed and one of two wanted to know if my dogs had been out in the yard… I said yes, of course they had, but not unattended and it seemed unlikely they would mess with that — the first guy grumbled and reasserted that the line had been up before they left… the second guy chimed in with a «yeah — looks like the strings been cut»??? now my dogs are out there with scissors? All this over a string line… tie it off and level it again! No big! Spent more time blaming me/​the dogs than just redoing it. Definitely always a desire to blame someone else.
Wrapping up: there were problems installing the concrete blocks over the pool cover… that guy tried to blame it on the concrete guys who cast the blocks using Neptunes specs — one of them still wobbles like crazy (but I gave up) and the extra block they had cast is still sitting in the back yard where he left it. The fellow they had install the tile on the inside edge of the pool was… we’ll just say very unpleasant. They guy they had come out to show me how to operate and manage the pool was useless ex: him: the chlorine should be between A and B, me: okay so if it’s it’s not between A and B I should adjust it, him: not necessarily, it might be okay. Um… this was every single thing he stated, I would repeat it back and it would always be trickier than that, but with no explanation he could verbalize. ??? Everything I have learned about the maintenance of my pool I learned from Carefree Pool and Spa… EVERYTHING.
Following up: so much more unfortunately — but none of it good. Sorry. I have had the pool for 4 years and wish like hell I had hired someone else.

I am so thankful that a friend (and builder) referred us to Neptune. I have a horror story from the mess that another local pool company left me with. The refused to warranty their work. So I was left with a failing pool and not sure who to trust. My pool was a hot mess, decking, tile, hot tub, & pool surface all needed to be rehabbed. Chad stepped in with honest answers. Really they were not the answers I wanted to hear. But he was forthright and the reality was my problem was much larger than I expected. My only regret was not finding them first. We filled the pool yesterday. We could not be any happier with the finished product. I highly recommend Neptune. If you don’t select Neptune, do your homework. I wish had had.

They installed our pool. We had to replace the heaters 3 times in 6 years. The in-​floor cleaning system is always malfunctioning, as is the pool cover. We always pay a ton to make these repairs and Neptune always makes excuses. Their construction is not very good and their maintenance is really bad. I would strongly recommend that you do not use them for either construction or maintenance. Very unresponsive and incompetent.

Our grandfather had his pool installed by Neptune 50 years ago and we had our installed 20 years ago. We have had our pool maintained by them for years, but unfortunately the company has changed hands. Their customers service is non-​existing as they have an automated phone maze that will never lead you to a real person and its almost impossible to find the right voicemail. Rachael, their coordinator, is passive aggressive and despite her polite appearance is arrogant, condescending and uncooperative. She makes it hard to get things done due to her adversarial and combative attitude, and you have to fight her to get anything you need done. Avoid Neptune at all costs.

Their techs were good fabricating the pool and seemed to know what they were doing. But the head office was really aggressive trying to get me to pay for everything before they even started the work. And when the pool installation was done, they disappeared. They didn’t set up the chemistry properly and couldn’t offer any advice as to how to care for it during the winter. It was like pulling teeth to get them to deal with punch list items. The «bedside manner» was lousy. It cost me over $ 10,000 to repair damages from poor startup and coordination with the masons for the coping. Lots of finger pointing. And Neptune ALWAYS blamed someone else.