Very strange. They just didnt want my business. Sent a number of inquires, got the generic response, and couldn't get a response after weeks from their main contract person Spent thousands of dollars with another company not terribly far from them who did answer and respond quickly read more

Service is terrible of late. Have no idea what happened. Have dealt with them for forty years and now awful. Waiting 4 months so far to put a pool light in. They showed up one day wired it and left it on the patio. Phone calls emails and zippo. I have never seen a business run like this and I've been in business 45 years. read more

We put our pool in with Family Pools more than 15 years ago and it was one of the best purchases we ever made. The pool gets so much use and with the heater we can extend the swimming season. Our children and their friends enjoy it all Summer and it brings them around the house. We love nothing more than having friends and family over for an afternoon or evening at the pool with plenty of backyard games, a BBQ feast and some quenching libations! Family pools made our vision a reality and they were so easy and pleasant to work with. The staff is always helpful and friendly and the service you get from them is terrific! I would recommend Family Pools to anyone who is or is considering putting in a pool. read more

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Had Family Pools in Lawrence open and close the pool. Within 20 minutes of the crew leaving on 5/1/2020, I went to get the Polaris vacuum out of the pool shed only to find it broken. . When it was last used by us, it was old, but working and not cracked. I called and left Will a message immediately to let him know it either broke during the fall closing or spring opening. He did have someone pick it up to have the shop to look at it. On 5/16/2020 I was told the update/repair would be $414. I questioned this and was told that Will would return my call. Well.... many calls to family pools, I was told in relay conversation via the repair shop 1. the guys who worked here said they didn't break anything 2. It was repaired and would be delivered to the house tomorrow 3. They will not service here again 4. They hung up Interesting way to do business. The pictures are the response from Will... read more

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My experience with family pool. I understand the times we are in are difficult , being in the service industry ,going above board to service my customers ,this was not the case with my experience with Family pool. Family pool is distributing curb side with is perfectly acceptable,and purchased several items curbside,while I was curb side I made an appointment to have the pool vacuumed, sales person said they were schgueling out about 2 weeks out ,understandable ,I booked the apt then and there .I had to go back curb side several days later and confirmed me appointment for schguled date and was comfirmed, The day before the crew was to arrive , I had not heard anything ,so again I went to curbside to make sure I was in the schguel,They assure me they would be there,I waited all day long for a phone call or some communication from them and nothing . How disrespectful,of ones managed time and schguel read more

ABSOLUTE WORST CUSTOMER SERVICE! I wish there was a ZERO stars. I had an appointment with them to come out and put the pool equipment (pump, filter etc) in May, the finished putting the equipment in the first week of July. You will call to schedule an appointment. You would receive a voicemail from Hailey 4-5 days later giving you an appointment. The appointment did not work for me, however they do not answer their phones. You would never see the person who's actually supposed to come out to do the work. Eventually I had to find another company to do everything for me. However it's delayed until the second week of July due to being so late for the request. I wish I never dealt with them. read more

This company is absolutely horrible! Maybe they were good some time ago, but now they're just entitled useless garbage. They act as if they're doing you a favor by accepting a job. If a small thing is not ready for them, they just turn around and leave, without even a call or a knock in the door. Do NOT use under any circumstances. read more

Absolutely terrible customer service and follow up with their service department. Text or nice guys who come out and do a pretty good job overall however very disappointed with their management and how they handle customer concerns and follow through. Scheduling service is also a nightmare don't leave a message as it unlikely that your appointment will be scheduled. read more

We got our pool through family pools and had the best experience. Not only is our pool beautiful but the service was amazing. I would highly recommend read more

Family pools is horrible, they finally came to open my pool at the end of the day, told me filter needed orings and they did not have any on the truck and they also had no shock. What ever was on the cover they dumped in the pool.Left cover and water tubes on the ground and left after 15 minutes and said they would be back in 5 days! read more

All of our experiences with Family Pools has been excellent. From in-store testing and advice, to larger projects of liner replacement and a pump replacement. Two years ago we contacted Family Pools to replace an 18 year old pump that was squealing. We opted for a variable speed replacement, and Will in Service scheduled the job. The installers showed up and had everything completed later that day and gave instructions on setting up the pump's time/speed schedule. But the where Family pools really shined was this July when I noticed that the pump had not turned on according to the scheduled start time. Since it was the 4th weekend, I sent an email to Will describing the problem and he replied before 7am on Tues. the 6th (the 5th was the holiday), sent out a team the morning of the 7th to verify the pump needed replacement. On the 8th the pump was replaced, no questions asked. While there may be a longevity problems with the pump itself, I have high praise for how Will and Family Pools stepped up and addressed our problem and did it above our expectations. read more

Absolute worst company- save yourself the headache and DO NOT HIRE them. I regret it everyday. Problem after problem with our pool and they won't fix anything. If I could give zero stars I would. read more

I'm a new pool owner and tried a couple other pool stores (don't ever go to Leslie's - they just want to sell you chemicals) but then was recommended to try Family Pool & Patio. They have been fantastic to work with. Never over selling chemicals when they test the water and Kevin offered fantastic customer service on a service call (Leslie's told me I needed a new part on my brand new robot vacuum ) but Kevin was able to troubleshoot and repair within 20 minutes. They have gained a customer for life now! read more

Uh, oh... scheduling issues on their end have put me in a bind. I just received a call from them today to change the morning appointment scheduled for tomorrow. Also, I had issue with foam from algaecide they put in the water last year when they opened after I specifically told them not to use any- I had already put it in. It took weeks for it to clear up. read more

ZERO stars. I just moved into a brand new house and it's my first time owning an inground pool. Ive been awaiting my appointment for a couple weeks. Well disappointingly once it came, these abruptly rude people came to "prep" the pool. Not only were they extremely uninformative, they literally took the tarp off and charged me $300. They did NOTHING. The pool was absolutely disgusting after and I had to do it all by myself. Such a waste of money, NEVER AGAINN!!!!!!!!!!!! read more

let me first say that I was a customer here for 5 years without issues. We went through a pool restoration project and got estimates from family pools for about 7k which was reasonable---we chose them. When it came time to bring Family Pools into the project, they did not return calls or emails forcing us to use another pool company which pushed our project back 2 months! (This had nothing to do with the gas explosions in merrimack valley, timing was way before they happened). Their non-responsiveness caused a lot of headaches and aggravation on my end. I will never use again and have told all my friends of this issue. Beware! read more

Sean and his assistant came today to close my pool and did an awesome job - fast, professional and explained the rationale of the process. I was very pleased! read more

They put in a new in ground pool for us in spring of 2013. They were awesome to deal with. The communication was great, the pricing was very fair and when we ran into rocks in my back yard, they really worked with me to make it be as stress free as possible. I would recommend them for your new pool. read more

Best pool service in town! They built my pool in a timely manner. The price was right and in addition, the pool was gorgeous and well done. read more

Family pools put in our pool this month. They were wonderful to work with from the beginning until the end. The owner Bill is easy to work with, they gave us a quick quote that was very fair and began work immediately. His guys are also very good, worked hard to give us exactly what we wanted. They have been coming often to check on the details. We also went with their recommendation for the contractor to install our pavers and mid way through we couldn't ask for a better company. All in all Family Pools does a fantastic job and are very professional. Would 100% recommend them. We look forward to an ongoing relationship with Family Pools. read more

Great family owned business. Every time I go there I am impressed with the customer service that I get. The amount of attention and the product knowledge of everyone that works here is very impressive. I can not recommend this company enough. Definitely earned my five star review. read more

Old fashion service, honest and reliable. I had family pool install a pool heater and do electrical work on my pool. I cannot say enough about there service. Even when I had an issue caused by my gas company that they could not correct because it was a gas issue. They told me all the parts were free charged me nothing for two visits and referred me to a pool heater and gas expert who corrected the gas issue. You never have to worry about family pool doing there right thing - they are great!!! read more