Very dishonest leading to worst ever experience. They were sent to us via American home shield. Technician agreed with the issue with inground spa motor and agreed to fix it later in the week once the part has arrived. He went back to office and submitted the report to warranty company that I have a above ground spa. Warranty company took his side even after I showed the google earth images that my house as an inground spa and nothing above the ground. I am not sure what was the reason for this plain and simple lie.. read more

the owner helped me get my pool equipment fixed and gave me a great deal on the part I needed. I am grateful.

Jack was recommended by my home warranty and came right away to check out the issue with the broken pipe to the pool pump/filter. He was very knowledgeable on how to address the issue and figured out the most economical way to fix the pipe. Really appreciate that he explained what needs to be done and did not take advantage of the fact that I know nothing about pool repair. Hope my pool equipment and pipes do not break down anytime soon but if it does, I will definitely reach out to Jack for honest and excellent service. read more

Backyard pools was great to work with Great communication and a friendly staff. Thank you read more

Absolutely anytime I am in need of pool repair services I contact them and get quick reliable service. Been dealing with them for years and I am blessed that they are a part of our home team. Highly recommend. read more

Jack and his crew at Backyard Pool & Spa Repair are the consummate professionals. Heater stopped heating so I called serveral companies found on here. Jack called me back quickly and was very knowledgeable on what he thought may have gone wrong. He asked me to send him some photos and after seeing the pics, he told me most likely the display panel and board were shorted due to moisture instrusion that have gotten into the unit over the years. Everyone else I spoke to right off the bat told me I had to replace with a new unit which would be thousands. None offered to look at photos or wanted to stay on the phone for too long. So I had Jack come out to see if he can get it to work by replacing the board. When he came out, he switched out the panel and board and got it to work but after further inspection, he did warn the other 2 boards inside are most likely affected and may have to be switched out too. I decided to go with just the 1 board. Heater worked for a short time and went out just like he said it prob would do. So I called him back and he told me he can come out quickly to switch out the other 2 boards. But by doing this I was now getting into a pretty pricey territory and who knows how long new boards will last in a pretty darn old heater. So I asked him how much it would be to get a new heater and informed him that we had a certain budget we were hoping to stay around. He was very understanding and said he would look into some different units and try his best to work with us. Keep in mind that all this time, he never pressured me or mentioned replacing with a new unit until I brought it up. That evening he emailed me the proposal and the price he quoted me was by far the lowest out of everyone I spoke to. Jack also offered to eat the cost of the new panel and board he put in and apply it towards the new heater if I decided to go that route. He didn't have to do that and that showed me that he just wants to get things done right and that he stands behind his work. Jack and a couple of his crew came out bright and early to install the new heater and now we have a nice warm pool and jacuzzi again. He also informed me that the new heater qualifies for a rebate with the gas company so that saves me an additional few hundred dollars. I'm glad I found someone honest and trustworthy. I hope to not have any more problems with our pool anytime soon but if I do, I now know who to call. read more

Backyard Pool & Spa Repair - Nice brand new energy efficient heater - Pool & Hot Tub Service Near Me - Pasadena, California

Backyard Pool & Spa is an excellent company. Jack is a super nice guy, very professional, and very knowledgeable/resourceful. I've had many issues with my Pentair pool system and Jack always goes above and beyond to fix any issues and even suggest better solutions to prevent these problems in the future. He is always happy to educate me about anything I ask him regarding the swimming pool equipment. It's always great to have someone who knows what they're doing!! read more

Came to the house via a insurance issue. Yes another AMERICAN HOME SHIELD PROBLEM WITH THIS GUY- DENYING CLAIMS UNLESS YOU BUY FROM HIM! SMH Even though I purchased the home with the equipment there, he spoke about how things were wrong the entire time and how he could have done a better job for a yard as nice as mine. Told him I had a super bowl party coming up and need the heater working ASAP PLEASE! He then found the problem in less than 3 minutes and then spoke about how the previous should have would have and could have done this and that. He then refused to make the repair until I paid an extra $500-$1000 to meet his personal modifications. (Upselling me because he knew I was desperate.) He said the same thing would happen and break down in 7-10 years if I didn't make the modification, 10 YEARS! lol I was like man we may have a robot pool man in 10 years! I called the insurance company back for a 2nd opinion, the new guy fixed the heater in 5 minutes and everything is working fine. I know using the insurance side business and service calls is a way to get new customers, but felt like I was going in to change wiper blades from a mechanic and the guy was trying to sell me a full detail and new tires for no reason. read more

Jack was sent to me by my home warranty company to render a 2nd opinion on the spa heater, after 1st company Unified Contractors Inc. thought the spa heater failture was due to secondary damage, which I found out later, was inaccurate. Jack gave me a 30 minutes heads-up, arrived on time, did a thorough investigation, pinpointed the problem and proposed a practical solution. Although I did not use his service this time because I needed to have the spa fixed quickly but Jack's schedule was already full, I will definitely hire him next time. Unified Contractors Inc. lacks of necessary technical competence to repair the spa, at least in my experience, and therefore, wasted my time. By comparison, Jack's expertise is far better. read more

I run a rental and couldn't do it without Jack - the best of the best! couldn't say enough good things.

Our pool heater wasn't responding to any controls and showed a fault code. I contacted Jack who came out the same day, just a few hours later. He diagnosed the problem, repaired it and ran a test to confirm functionality. We're beyond satisfied with Jack, he's extremely knowledgeable and we highly recommend him. read more

This company is tricky because at first it looks like they have 4 star reviews which seems good. However, if you look closely, most of the recent reviews are only 1 star and there is a definitely a theme of bad communication and rudeness. I took my chances and tried them out to have them come repair my pool and jacuzzi heater. Unfortunately, I had a bad experience like the rest and hence I am posting my 1 star review. My main issue was the lack of communication from Jack and his team. I spoke to Leanna in the office to schedule a pool/spa heater repair, as mentioned earlier. I waited for my appointment date and on the day of the appointment I received a text from Leanna that they needed my payment in full before they could send the technician out to my house to repair my heater? I said "payment in full???" She said, yes, you can Venmo us or use one of the other online payment methods. I said, "But you guys haven't even done any work yet." She said, Well, that is our policy. We need payment in full to send out a technician. I was dumbfounded because never have I been asked to pay for a service that hasn't even been performed yet. I took the day off for this mind you so I was definitely disappointed. I said I am willing to pay half up front and half after the service was done but they insisted I pay in full or else the technician won't even come to my house. I told them to cancel the service. Later the owner, Jack, called and texted me and said the technician is outside of my house and that I need to pay them or he won't come in. I told him to send the technician home because I'm not paying before they do the work. I also told him I'd never heard of anything like this before. Jack used this example, "When I bought my fridge, I had to pay for it before they sent it to me." ???? Uh, Ok. I'm thinking, yes of course. Because that is a product! But you don't pay for a service in full until it is completed. You don't just pay in-full before they've even done anything. I even agreed to pay for maybe a portion, or a deposit, or pay for parts, up front. But they insisted on the whole amount. They were also very rude during this entire process which made it even more difficult to work wit them. In the end I took the day off for nothing and wasted the time I spent waiting for this service to take place when I could have been calling other pool and spa companies. I said to Jack that if that is their policy then it should have been communicated way in the beginning, not tell the customer on the day that the service is supposed to happen, 30 minutes before the tech was supposed to arrive. It felt like they were pressuring me because, the tech is already there and it's like I had no choice but to pay or I wasted my day off. Very disappointed in the communication here, or lack thereof. I would not recommend them. I know some people will try them out anyway but it's going to be hit or miss whether you get good service or not. read more

In today's world, filled with broken customer service and professionalism, Backyard Pool is a breath of fresh air!! From Leanne on the phone, to Jack on the job, they were absolutely amazing. Thank you Backyard Pool for your extraordinary service! read more

We were contracted with Backyard Pools through our home warranty company. Our pool pump broke. Within an hour of filing our claim they contacted us and made an appt. Zach the technician came out the next morning and immediately found our pump had to be replaced. Jack the owner was easy to contact and very responsive. As soon as he received authorization and the purchase order from the home warranty company expedited everything from there. Zach came back out squeezing us into his schedule on a Friday afternoon to get everything installed. Our pool was already green by the time Zach got here it would have been so much worse but because they helped us and worked so fast by the next day our pool looked so much better. Thank you Zack and Jack for your hard work. We appreciate it! read more

Our pool filter manifold gave up and needed to be replaced. I made a claim via my AHS Home Warranty. They promptly assigned Backyard Pool & Spa Repair. I was able to get an appointment within a few business days. Zack came out as scheduled and promptly diagnosed the problem and has the parts in his truck to do the repairs. He was on time, professional and did great work. 5 stars for him and his company. Thanks! read more

I placed repair request with American home shield and they dispatched Backyard pool and spa to my home. A couple days later Backyard Pool and Spa Repair came to my home and did an evaluation of my plumbing issue. After the visit the technician Mike said they would get approval for the repairs, order parts and come back and do the repair. Over the past 30 days I never heard back from anyone at Backyard pool and spa repair. I sent several text messages to the technician "Mike" as well as phone calls to the owner of the company "Andy". No one bothered to return one text message or one phone call. I was completely igorned. Today, I re-engaged American home shield and and shared my frustration with backyard pool and spa repair. They explained that my service call had been closed I had no answer a reason as to why. They re-opened the call with backyard pool and spa. Today I called the technician Mike on his cell phone and he answered the phone. I asked him to explain why everyone has ignored my text messages and phone calls. His simple answer was I never received any. That is a complete lie. I have copies of them on my phone and the dates that they were sent. He came up with a whole host of excuses that they were short staffed please quit and the list goes on and on... I asked him to have Andy call me because I wanted to talk with him personally about why he didn't call me back either. I finally received a call this afternoon from the owner Andy. In short all he did on the phone call was point fingers at American home shield and complained about their employees being outsourced to foreign countries and nobody knew what they were doing. I was offended by everything he said on the phone, pointing the finger and not taking responsibility for anything. This is an extremely unprofessional company and not worthy of being an American Home Shield approved vendor. I would never do business with or recommend Backyard Pool and Spa Repair to anyone! read more

These people do not know how to do business. I called in a warranty with American warranty. Zach showed up and was talking about upgrading the system but that he could also fix the existing pump. He said he would return the next day. A week later I call to inquire what's happening with my claim. He never returned and he called the warranty company and said the pump is locked up and he wouldn't rebuild it. My question to them was, how do you know if it's locked up if he said it need a new resistor. So he could never get power to start the pump. But the best part was he called and told the warranty company that the pump has more house power than it needs so the voided the warranty. Class act, I been waiting for him to return or at least give me an update but instead he voids my warranty and doesn't say a word. read more

Jack the owner at backyard pool and spa is a total gentleman and unbelievably responsive. When you call or text you will get an answer almost immediately. The work is top-notch. Their prices are reasonable. I highly recommend them for whatever your needs are relative to your pool and spa be it repair,building a new pool or resurfacing ;whatever you might need you can trust Backyard pool and spa repair. I just recently had a very rewarding experience with his technician Mike this month June 2022. Mike is terrific! read more

I have been having nothing but issues since they came out to repair our pool pump. They came to us through home insurance and said that they needed to order parts. We went through weeks of no information and then they finally came to repair the motor after I had to ask them for an update. I think it worked for a week but then said there was a new issue with flooding caused by the rain. This pump has been fine for 8 years, but now we somehow having flooding issues and the pump is positioned wrong? They told insurance there were secondary damage issues due to mud in the pump - but our pool maintenance guy said it would not be possible for the mud to get in there like that. Additionally, they replaced the part with a refurbished motor and our insurance company will no longer repair it. We are going to be out thousands of dollars to replace this yet again. I have gone 6 months without a working pool and going in circles with the insurance company trying to get timely responses from them. Do not recommend. read more

Once again this company was dispatched by my warranty company because the pool water pump died. Technician Mike came right away, diagnosed the problem and next day replaced my old pump for more efficient variable speed pump. Very happy with this company and will use it again if other repairs needed. read more

My pool heater went out recently and I requested these guys per the recommendation from our pool cleaners. They came out, saw that some part was corroded, and worked with home warranty to justify them covering the costs of replacing it. They then pointed me to a new unit that's part of SoCalGas' rebate program, and was able to install it pretty quickly. All in all, very satisfied in the experience working with them, and their doing what they say they would do. read more

Jack has been great to work with! When our jacuzzi decided to drain itself (and blow a gasket), American Home Shield sent Backyard Pools to save the day. He came out the first time but AHS didn't tell him that our jacuzzi was empty, so we refilled it and he stopped by a few days later while we were at work. He re-sealed the top thingy (sorry, I have no ideas how jacuzzi's work so you've gotta deal with my lack of vocabulary here) and made sure everything functioned correctly. Side note: before our jacuzzi blew the gasket and drained itself, we were having problems getting the temperature above 70 degrees. I failed to mention the heating issue in my ticket with AHS, and even though he wasn't supposed to check for anything other than what was on the order, Jack took a quick peek for us and said everything was okay with the heater. Everything was NOT okay with the heater before he showed up, but magically, after he left, the heater started working! =) My husband and I were able to enjoy our jacuzzi for the first time and it was great!! Thanks for your help Jack. read more

I would never recommend Backyard Pools. This company is used by American Home Shield. Zack from Badkyard Pools inspected the heating system for my pool and jacuzzi. He told me the heating system was 'unresponsive' and would need several parts as the system is old. He told me that AHS would be advised of the problem and, if approved, they would order the parts. The following day, I received a call from AHS with a laundry list of problems with the heating system. As a result, the repairs would not be covered by AHS. I was shocked. I had a pretty good relationship with Zack (at least I thought). I called Zack asked told him about my conversation with ASH. I also told him that he NEVER mentioned the laundry list of problems associated with the heating system. I asked why. He couldn't give me a satisfactory answer. He basically told me that he took pictures and gave them to Jack (another person at Backyard Pools). I've always lived my life based on integrity and ethics. I don't sense that with the company. The only thing that I can assume was that Jack (who didn't make the physical inspection) was trying to pad the company's pocket via the homeowners insurance company. Be aware!! read more

I highly recommend Backyard Pools to anyone with a pool or spa. I was introduced to them through the American Home Shield warranty program. Even though AHS is a pain to deal with, once Hamo from Backyard Pools got here, I felt in good hands with a highly skilled professional. He took care of my leak and gave me sound advice too (I'm a new pool owner) Ever since, I've continued to have BP come to service my pool filter every time - Hamo is very friendly and makes quick, efficient work of a task that looks like a real pain. Every time I see him do it I think I will do it myself next time, but then I just remember how easy and convenient it is to have him do it for me :) One thing to note- BP does not typically repair leaks in above-ground spas, with good reason because those can be a nightmare to diagnose and cure. Whoever answered the phone this last time kindly gave me some free advice for how to use the product called Fix A Leak myself. I tell you, if you read the instructions on the label and follow them exactly, Fix A Leak is gold in a bottle! Other than that, leave it to the pros at Backyard Pools!! read more

I had a very positive experience with Backyard Pools. Jack and his crew did an excellent job installing a new pool heater. They were responsive, efficient and accommodating. The new heater was up and running only a few days after I contacted them. Prior to that Jack repaired a pool light and a leaky salt chlorinator and I was equally satisfied with the service provided. Pool issues can be frustrating and costly and I appreciate Jack's knowledge and patience. read more

Our decades old pool heater only fired up sporadically, and once on would not stay on for very long. Our home warranty company referred us to Backyard. Unlike many service providers, they responded almost immediately, and quickly made themselves available. Jack diagnosed the problem as being irreparable, and advised the warranty company to replace it. When the authorization came, Jack obtained and installed the new unit within a few days. Throughout the process, both Jack and his wife, Liana, could not have been more responsive or courteous. Unlike most service providers, Liana either answers the phone, or returns calls without the customer having to follow-up. I almost never post reviews, but Backyard is exceptional. read more

I noticed a leak under my pool heater so I gave Jack at Backyard Pool & Spa a call. Jack asked what brand the heater was and then explained that the usual culprit for my particular model was a loose drain plug. He then explained where to find it and stayed on the phone with me so I could do my inspection. He was right -- it was as simple as tightening it a little bit and the problem was solved. In my book -- that's the best service I could ever expect. Jack could have scheduled a service call and charged me for the simple fix but his business ethics are a step above good -- they're Great. Thanks Jack, you've got my business when something really does break down. read more

Went thru fidelity home warranty company thinking the worse (they always deny fixing items). However Zach from backyard pool and spa let me know ahead of time the time he was coming. He showed up punctual and was great to work with. He rebuilt the pool pump and motor and even installed a new timer. He let me know all the work he did and I would highly recommend. Hopefully I do not need to call the pros again, but if I do I would definitely call Zach first. Best experience so far with a pool repair company. read more

Jack and his team at Backyard pool and spa are absolutely outstanding! Service and workmanship were top notch! Highly recommend! read more

If I could leave zero stars I would!! Basically these guys will scam you and work with the insurance company (AHS) to not cover your equipment. Zach comes out and comes up with a theory that our pool pump that is 15 years old stops working bc of water damage !! This equipment is outdoor and in the elements, such as rain from time to time. No evidence of a leak (how could you have if the equipment is NOT running). Did not even visually inspect the motor. Certainly the pump couldn't be working because it is 15 years old and due to wear and tear. Horrible service provider that only cares about presenting to the insurance company a diagnosis to deny coverage. Do not trust. read more

I suppose everyone has a different experience in life but I can only speak to mine. I found Jack to be honest and reliable - he did come at the request of my home warranty company and he properly diagnosed and fixed my problem with the salt cell. He was timely, smart and professional. Thanks, Jack! read more

Garth came out for a service call from my home warranty. I previously had a bad experience with other companies but Garth was very professional. Spent the time to explain what the problem was, what he was going to do, and followed up on time. I will definitely use this service with or without home warranty. read more

Recently Jack replaced my existing single speed pool pump to fully automated variable speed. He is extremely knowledgeable, punctual and gives you fair prices. He also serviced my old pool pump last year and did a great job back then. I highly recommend him, Thanks Jack. read more

Jack is the top!!! Courteous, professional and honest. I've gone through 3 other pool tech, all of them were dishonest, abusive and barely speaks English. Jack was able to diagnose the issues of my jacuzzi, gave me his honest evaluation, and called me to reschedule another appointment when the parts were in, the price was incredibly fair, I'd highly recommend him for any of your pool and jacuzzi problems. read more

The spa that came with our recent home purchase was not operational and we were not sure what the issue was for not functioning. We contacted American Home Shield, our home warranty company and they used Backyard Pools as the contractor assigned to our work order. Backyard Pools contacted us with an appointment and showed up on time to assess problem. It ends up our panel caught fire due to power surge (not a covered repair through warranty). Backyard pools took significant time going over our options including a new unit and best recommendations with no sales or repair pressure. I appreciate the follow up and explanation they took although we chose not to do the repairs on an older unit. I would use them again for any service needs for future spa issues. read more

Don't use this company! They are very unprofessional. American Home Shield Insurance assigned them to troubleshoot our pool. Instead of calling us, their Tech "Hamo" sent us a text advising he could be at our house in 40-45 minutes. Since we did not respond immediately, he cancelled the service call within 30 minutes of the time he texted us his message. Obviously, he doesn't know how to count or tell time. What happened to a courtesy telephone call instead of a text? Do they think people will be home all day or standing by their cell phones waiting on them? Here's a clue: Homeowners have to work in order to be able to own a home! Now, I have to call Home Shield again to have a different company come out and figure out the cause of the green water in our pool. Terrible experience! read more

This company was amazing! They were called after a different pool company came out and incorrectly diagnosed the situation. The owner JACK was very knowledgeable and accurately diagnosed the problem which enabled our home warranty company to approve replacing our pool heater. This saved us $3000 dollars! His technician who replaced the pool heater was super nice and did a wonderful job. They both were very professional. HIGHLY recommend this company!! read more

I gave them five stars because not only was Armand on time he diagnosed the problem right away. He came out Monday and today the part was installed (Wednesday). Quick easy no fuss and professional. I love that communication was through email and I was updated immediately. All the things many companies lack. Customer service awesome. read more

Don't waste your time or money on this company if you have home warranty insurance! They all work together to deny your claim and try to see sell their own equipment. They are unethical and should be ashamed of themselves. We cancelled our American Home Shield warranty and suggest everyone who has them do the same. They claim to write an honest report but it's BS. We had a private Contracter look at our pool heater and immediately said it needs to be replaced. No way can it be repaired. read more

I see allot of people have the same problem I had with Backyard Pools, and it all stems around Jack, My home warranty denied my claim for my pool heater due to his report to them, I guess they don't need the business or don't want to go through insurance company's, My pool heater needed to be replaced and he said it was due to not having a check valve in the line since it's a salt water pool, that was all the insurance company needed to hear to decline the claim, of course he didn't mention that the heater only lasted 20 + years without a check valve! Now I'm shopping for a new heater and not from them! read more