Horrible customer service! Please read the following experience before buying a pool here. I bought a robot pool cleaner from another pool store, but was directed to Rome Pool for warranty repairs as they are the official repair store in our area for this particular pool cleaner brand. I drove an hour each way to drop it off and another two hours round trip to pick it up only to be told that it didn't need servicing since the cleaner is working (there was a crack in a part, but it hadn't broken yet). They also said that the part and repairs are not under warranty, I paid about $20 or so for having it looked at, and was assured it was no problem. As expected, by the end of the summer, the part had completely broken. I waited a month or so after closing the pool for the season (figuring Rome pool would be less busy and have more time to deal with smaller issues after the season). First call I spoke to Frank (there are two Franks, equally unhelpful). He told me to email a picture to Frank #2 who does the cleaner repairs. I did so, got busy with other things, and realized after about a month that Frank #2 never replied. I called again (still polite and understanding), spoke with Frank #2 and he told me that he was sorry and was just about to answer (sure...). He said he could order the part and I could easily replace it myself. No problem. He said he would call me when it came in. Another few weeks, no call. I call back (still polite) and reminded Frank #1 that Frank #2 had ordered the part. He said Frank #2 was not in, but he'd have him call me. Guess who never called me back? So this went for a total of 1-2 emails and 5-6 phone calls. All initiated by me with no response as promised. I was patient because it was off-season and I figured I had plenty of time before spring. Second to last call, I asked if he had heard anything from the company or about the part (and that they yet again hadn't returned my call as promised). He stammered out an excuse and yet again told me he would find out and call me back. I made a point (!) to emphasize that this is exactly what they had told me all the other times and never called me back. I told him that I was counting on him to actually call me back this time. I politely yet adamantly emphasized this. I gave him enough of a benefit of the doubt to wait one whole week. NO CALL! ?!?!?!? I called back supremely pissed (finally), and got the excuse that they keep trying to get in touch with the company, but keep getting the voicemail and nobody returns their calls. Hmmmm, okay, so you couldn't have called me to tell me this?? He tells me to try calling the company directly to see if I have better luck. I'd actually called the company before earlier in the game, but the customer service person said that I have to buy through their preferred local dealer bc they can't sell directly. This time I call the company, they answer right off the bat. I told them the hassles I experienced with their local agent. The company couldn't have been more helpful, honored the warranty and immediately sent me the part for free. So much for Frank's story. This is the hassle just to get a ridiculously simple pool cleaner part in the OFF-SEASON. THANK GOODNESS I did not buy my actual pool through this company!! If I had this much trouble having them get a part for me in the off-season, imagine how long it would take for them to address a serious concern with their newly-installed pool. I can only imagine the problems their actual pool customers encounter. BEWARE!
Rome Pool Spas is a US Store based in Rome, New York. Rome Pool Spas is located at 1513 E Dominick St, Rome, NY 13440, USA.
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