Hines Pool & Spa

05/08/11

Stay away

by atx616161 at Citysearch

Charged me $90.00 service call plus $22.50 only to tell me I needed an electrition to do the work on my hot tub. Service person was friendly but I never should have paid $112.50 for 10 minutes of so called labor / talk. I left a msg with same rep so he could help my electrition walk through the repair but he never returned my call. The person who took my call was also rude. If you can't do ANY electrical work let people know that. Hey spa owners...beware!

03/29/11

Billed incorrectly and called a liar

by goodbook at Citysearch

I had a pipe freeze on my pool equipment. Hines came out to repair the pipe. About a week later, the seal on the repaired pipe did not hold and it began to leak. I called Hines and they came out and repaired their error. Later, I got an invoice for the 2nd repair. When I called to inquire, they said the pipe froze again. That was not true. When I told them this, they said I was lying but they would credit the invoice and that should make me happy. Obviously, that does not make me happy. I would suggest you AVOID these guys.

-Greg

03/12/11

inconsistent service

by austinfortyplus at Citysearch

Had Hines clean our pool for about 5 years. First cleaner was pretty good so no issues for about 2 years. After that, a succession of cleaners who really didn't know what they were doing and who I often thought were creating problems, whether intentionally or inadvertently. Also Hines had periods of "confusion" about when they were supposed to be providing service (?!), and in the summer even one week off, your pool will be a disaster. I was too lazy to fire them until recently. Would not recommend.

01/31/11

NEVER AGAIN WILL I HIRE THIS COMPANY

by 1trueaustinite at Citysearch

We hired this company for a replaster job on our fountain and regrout job as well. After completion we notice a significant leak and the grout job was not proffesional by any means. Their guys tracked grout from their shoes all around the top of our fountain leaving tracks on our red brick. After bringing this to the construction supervisors attention his immediate response was " We went above and beyond on this job and our guys worked an extra 3 hours". They did send someone out that cleaned up the grout line and removed the excessive grout on our bricks and used alot of pool puddy to slow down the leak but have not completely stopped the leak. Now the supervisor blames Fun and Sun for the leak stating that the previous leak wasn't repaired correctly, that occured 6 months ago and Fun and Sun did repair the leak!! I truly hope the owner of this company knows how his construction supervisor is running his company and losing customers and being quick to blame someone else! What it comes to is that our fountain wasn't leaking prior to their arrival and now after their guys used hammer drills with chisel attachments to remove old plaster now we have a leak and they are trying to charge us additional fees for repairing the leak!! BEWARE!!!!!!!!!!!!!!!!!!!!!!!!!!!

02/18/10

Poor Service - No Follow Through

by 321456 at Citysearch

I had a stain at the bottom of my pool that I was unable to identify and therefore unable to treat effectively. Based on recommendations in the neighborhood I gave Hines Pool a call. They sent out their "best man" who charged $90 for a 10 minute visit (when I wasn't home). He simply tested the water and told me I needed more salt. He completely ignored the stain at the bottom of the pool and gave me simple and unrelated maintenance advice.

When I called Hines management they told me that was their best guy and if he said I need more salt then you need more salt. Not surprisingly correction of the salt level did nothing to correct the problem and I am still left with an unidentified stain. Hines management then stated that they would send someone else out - they never did. When I called back they refused to stand by their work.

Don't walk - run from this poorly run company.

BTW: I took a picture of the stain brought it into Pool Warehouse and a helpful and knowledgeable sales person was able to help my properly treat the pool.

• Pros: None.
• Cons: Poor diagnostics, no follow through, poor customer mgmt