Always excellent customer service. Colby is the best! He is very knowledgeable and answered all my questions - more than once. He did great work on the repair and advised me on other issues with the pool including how to fix the fountain in the hot tub. Very pleasant to work with despite some of my silly questions. A+++. Thanks Colby! Richard Henry Dallas, Tx. read more

Parts department lady on Saturday is worthless. standard 2" PVC union o-ring. Won't even attempt to find it without quoting a part number. Didn't know what brand parts she had for me to find a part number on my phone. Been in there before a few times looking for parts. Never successful. read more

Buyer beware. I have a hot tub and the service is horrific. It's under warranty yet costs me $200 to have them come out to fix a leak. Its been nearly a month with no fix. I finally got a call back after many emails, calls, and stopping at the store. Still have no timeframe on when they are coming but was told by the in store person she understands and only could give me the email of the tech. DO NOT BUY FROM POOLWERX! Love the tub but will sell it apon being fixed (whenever that is) just so I can go somewhere else. I just don't want others to have the same experience after spending $$,$$$. read more

First, let me start by saying I am new to the Hot Tub and Spa world. We recently purchased a home which included a hot tub (YAY!), but both my husband and I were unsure as to where to start. Like any diligent homeowner I began reaching out to experts to help me maintain and add longevity to our recent investment. Much to my dismay and confusion, each and every company I reached out to was either rude, condescending, or flat out denied receiving any of my voice messages - when I mentioned the dates and times I had called, the rep became defensive, rude, and basically called me a liar [this was a BIG brand dealer in Dallas]. Right as I was about to give up, I decided to reach out to Pool Werx as I had just found them online. And WOW am I glad I did! I spoke with a wonderful woman by the name of Elle. Not only is her customer service absolutely fantastic, but she was able to answer my questions and easily explain how all their services work. I quickly fell in love with PoolWerx and was excited to have a technician come out to get our Hot Tub up and running. A few days later a gentleman by the name of Colby arrived to start the maintenance, once again I was presently surprised. Colby is knowledgeable, a straight-shooter, very polite, and everything else you could possibly hope for - to the point where my husband wants to add him to our Christmas card list (lol). We also had a "pool school" session with Colby, where he walked us through each and every step needed to maintain our investment - exactly what we were looking for! If someone asked me to rate PoolWerx and their team members on a sliding scale of 1 - 10 - I would shout: 25! Not sure if the team members are a reflection of management, or if they just happen to love Hot Tubs so much it oozes out their pores - maybe a combination of both. Let this speak for itself : we are such HUGE fans of PoolWerx, we are planning to purchase an upgraded hot tub from them this weekend! We couldn't be more excited! In all honesty - PoolWerx was the 8th company I contacted. Just goes to show, you should never be rude to a customer - you never know how much money could be walking out the door. I am happy to support the PoolWerx brand and look forward to our new purchase - which Colby will help us maintain :) read more

Setting in a parking lot doing paperwork when one there employee pull up next to me and start cussing me out. I get out my truck and he goes on want to cuss at me and threaten to kick my a.. then he pushes me trying to get me to fight. I reported this to corporate and they have not followed up. Not a good company at all. read more

Paid them $18,000 and not getting service on the warranty--broken operating system. Not making this complaint lightly--and will take it back if corrected: We've had communication issues for years, at first reasonable because of COVID. Much worse now-- we haven't been able to use our equipment for over 6 weeks, waiting for a part. We would understand if it's a supply chain issue, but (I kept a log) we've had no response to 5 calls now over two weeks. All we want to know if whether there is a back order or some other issue. They said at week 1 we would get the part within a week or two. No one is saying whether they even tried to check on the order. Left two messages with actual people, as well as two voicemails. Even had the head of the service dept answer one time and say he didn't know anything about it and to just call back in a couple days to ask someone else. That was over a week ago. When we did as asked, several times, no return call. The actual onsite service people (we have a contract) are great--but not the "service" department. read more

Not happy about Dolphin being bought out by Poolwerx, stoped in today to get some unstabilized chlorine tabs, but they are out, maybe in a week. Noticed that the inventory was looking a little empty as well. This used to be a friendly store that stocked almost everything you would need, parts chemicals, and great knowledgeable staff. Now its just an empty shell, that looks like most of the store is all about selling jacuzzis. Plus all the chemicals that Dolphin used to carry have been swapped out to a different brand, pricing has gone up. Overall the experience is underwhelming, will be looking for an alternative rather then going here. Also all these great reviews, most of them are first time reviewers, kinda hinky. read more

When we went to you for warranty service we were informed that you no longer supported Jacuzzi. We never were able to get support from Jacuzzi either. Buyer beware! read more

This afternoon on May 4, 2021 a pool werx service truck passed me doing well over the posted 20 mph in a school zone on Forest Lane. I followed the truck back to this location. Although I am not a customer of this business, I plan to discourage my neighbors in the Sparkman Club area from doing business with such an irresponsible company. read more

Last year we had no problems with Poolwerx until they replaced the person cleaning our pool. Even though we were on time with payments for weekly service, they did not clean the pool the entire winter (about two months). See pictures. Last year Poolwerx suggested we replace all three pumps and clean the filters. We did that. This year we have had nothing but problems! The cleaning machine pump started leaking, and the spa pump "screams" when it comes on. I called, sent pictures, and a video. When the technician came, I showed him the leaking pump and the screaming pump. He came two days later and installed the WRONG pump and then accused me of telling him I told him to install it. I emailed and told them they should not charge me for this mistake on their part. They have yet addressed the spa pump that continues to scream when you turn it on. The old pool cleaner started malfunctioning, so they convinced me to buy a new $900 Polaris. Guess what, after only one month of operation, they took it back to the shop for repairs. They did not give me an estimated time on when they will repair the unit. I've called and repeatedly text until I got a response. I had to manually clean the pool with a pool vacuum and water hose so my kids can swim. Somehow during all this repair work, the inside control panel stopped working. All the pumps started coming on in the middle of the night. The technician reconfigured it to turn on at 8 am and off at 8 pm. Now, after it shuts off at 8 pm, it comes back on at 10 pm. Remember, the spa pump still makes loud noises. I decided to manually turn the system on in the morning and off at night to save my sanity. It appears every time I call or text; I get the impression I'm a nuisance. I've been put on hold until the line hangs up. When I call back, there's no answer. I know my number shows on caller id. Using Poolwerx has been one of the worst experiences I had with this type of business. They do not honor their commitment: "Poolwerx has a commitment to providing excellent service to our clients." Don't believe the hype. Save your time, money, and sanity. There's a good reason previous customers give them 1 to 2 stars here on Yelp. read more

Poolwerx - Forest Lane - Pool Cleaners Near Me - Dallas, Texas

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I purchased my Clearwater hot tub from Poolwerx in April of this year and have been delighted .. the Poolwerx staff did a great job of set up and pool school was a great way of teaching me how to keep it running like new .. great service and friendly supportive staff ! Great experience . read more

Poolwerx - Forest Lane - Pool Cleaners Near Me - Dallas, Texas

They SUCK!! Sent their sales guy - Isam out who was suppose to follow up within 24 hours with a quote. Why show up to the appt and spend time with a potential customer only to not email, call, or follow up. We called their store and they were like oh yeah, Isam will send soon. Guess what?!!! 1 week later nothing. Waste of our time. Contacted another company - Pool Cover Resources. They got us taken care. Call them, at least they want your business. read more

After looking at hot tubs all over DFW, on 5/27/20 we decided to purchase from Poolwerx because the salesman Mark was outstanding and told us it would take about 2-4 weeks for our hot tub to come in. We waited 15 weeks (9/8/20) before we received it. We were informed "COVID" was the reason for delay even though we were at the height of "COVID" on purchase date and told 2-4 weeks. Outside of that, everything was great! The Cal spa tub we selected is Awesome! Kenny did an amazing job with the install and Roger was very helpful educating us on maintenance. They were all friendly and polite despite my frustration at times dealing with the wait. I'm happy and very satisfied with my purchase. read more

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Since taking over Dolphin Pools, Poolwerx has double charged for parts and service on our Jacuzzi spa that we bought from Dolphin Pools. We found the parts are 1/2 the price on Amazon that we would have been charged by Poolwerx, plus we are charged for installation. We have contacted Jacuzzi to find technicians to install parts we purchase. No more price gouging. We will not be using Poolwerks again read more

Buyer beware!! We've been waiting 2 YEARS for them to fix problems they caused. We bought a CalSpa swim spa at 2019 Dallas fair from Poolwerks Dallas. Our last Cal Spa product lasted 25 years. We chose them purposefully. At delivery and installation the project manager( brother of owner) failed to internally reinforce the panels that support the cover lift.  As a result,  the panels have cracked under the weight which causes the lid to  drag and it has has worn through and torn on all seams. Handles are ripped off and the cover lift can barely support the lid on both ends. We called immediately.  They admitted their mistakes, but have dragged their feet on any resolution for 2 years now. We traveled to the Dallas store to follow up after fruitless attempts  to resolve via phone, texts & emails. We filed a claim, and would really like to resolve this.  We LOVED our first spa.  We are very dissappointed with the condition of this swim spa ( due to their negligence) and POOLWERKS OF DALLAS. Yes. The pandemic changed everything.  BUT:POOR, INCOMPLETE INSTALLATION, WHICH CAUSED THE PROBLEM OF BROKEN  PANELS AND RUINED THE COVER AND NO FOLLOW UP ACTION AFTER  2 YEARS IS SHAMEFUL. COME FIX THIS. ITS UNMANAGEABLE! They blame Call Spas. We blame them.  Help!!!! We need an inspection,  new panels,  installation of said panels, new cover,  reinforcement inside, behind panels, including Parts and labor. C'mon you guys... ENOUGH. PLEASE FINISH THIS.  CALSPAS, We used to brag about you.  Now we're embarrassed. Service order # 20-15181 Serial#19s-01968 Shipped 11/14/19 problem reported IN PERSON 9/23/20 BUT REPORTED BY PHONE,EMAIL, AND TEXT WITH PICTURES, TO NO AVAIL, MUCH EARLIER! Please respond. read more

Beware... Poolwerks charged me $90 for just an estimate... no work was performed. We were existing customers, will not be doing any further work with Poolwerks. read more

I'm very very dissatisfied and disappointed that after many years of spending my hard earned money, to only be abused, and without consent charged to my credit card! If you do any business with Dolphin Pools, I would DEMAND they have no authority to automatically charge your credit card. I never gave them the authority to automatically charge to my credit card but yet they did for over $900. This picture is the result of their work! I was quoted more than half this amount and never was provided an updated quote OR the possible result! After calling and going to the store in expressing my concern to the Service Mgr., and others about the result they just ignored my request to come view the pool! WARNING- take your business elsewhere, for they'll take your money, without your knowledge, and their CUSTOMER SERVICE AND SUPPORT is the non existent!! Wonder where the 5 STAR RATING is located, for they WOULD NOT even get a one star rating!! Stars !! read more

Poolwerx - Forest Lane - After - Pool Cleaners Near Me - Dallas, Texas

I am a first time pool owner and thought I was doing everything right. Then the algae started to form. I tried everything and thought my pool was balanced. It was not. Kenny came to the rescue and fixed my issues. He was amazing and did such an great job. Thank you soooooo much!!! read more

Was so happy to learn about this independent place. They certainly are a welcome site over the 'chain' competitor that has multiple locations around the metroplex. * Pleasant and knowledgable staff * Fair and reasonable rates The only reason they get a 4 star rating instead of 5 was the time it took for repair of my Polaris cleaner. Over the phone when I initially called I was told a day or two tops. When I took it in and dropped it off, that 2 day turnaround became 4-5 days. Honestly If not for the diagnosis and already being there I might have gone back to the nearest 'chain', but I realized I didn't want to deal with the chain ever again. And I won't. Dolphin all the way now! read more

If you like excuses for why your pool is never clean and covered in algae, this company is for you. They will forget to clean properly but never forget to bill you at a premium rate. The transfer from Dolphin to PW was a substantial downgrade. Their service is like their spelling. I've given them multiple chances to mitigate their ineptitude- they couldn't, and if Picking a pool company - I wouldn't. IMHO read more

Love our swim spa that we bought through Poolwerx at the State Fair, hate the fact that we are still waiting for our sports package and handrails months later after installation. They are lacking in customer service. read more

Our pool equipment was destroyed as a result of the February storm and associated power outages. I called Poolwerx which does our pool maintenance and was very pleased to connect immediately with Wayne, the service manager, who assured me he would order and expedite installation of replacement systems. I was amazed that Andrew was dispatched in record time to perform the required work and get us back up and running. I cannot say enough about the timeliness, professionalism and expertise of Wayne and Andrew and the entire Poolwerx team. We could not be more satisfied with our partnership with PW and must say that this repair effort may have been the most exceptional customer service experience that we have ever had. Thanks, Wayne and Andrew, really appreciate all you do for us. Tom and Sylvia Courtney read more

Don't buy Hot Tub from this company. I recently bought a jacuzzi here 8-9months ago . Changed the water and had to reset heater . Then the head rest started to detonate . When I went to them of course it's my fault . It has a warranty of year for part but not this part . Then they said I was putting chemicals wrong , I said no I leave the cover off as instructed by they still insist I did wrong . This probably oosts $50 , so they lost my busy over a $50 , part these people shouldn't even be busy . My jacuzzi cost $7k and they can't take care of the small issue . I can't much for them. . Beware of what you get read more

Worked with Kevin to remove some aggregate so I could add in some turf, did a great job! Fair quote and they were able to fit me in the same week! Thanks so much!! read more

I called several repair people who came out charged me and the VERY next day I still had the same problem x 5 years! Dolphin was highly recommend by a neighbor, so I called them. I AM SO HAPPY I DID! The man came out on time--I explained to him what my problem was and what I wanted and BOOM in about 45 minutes he found and fixed the problem and then showed me what the problem was. I have NOT had a problem with my Thermospa Hot Tub since! She is purring like a kitten! read more

Since switching from Dolphin, the service has gone down and prices have gone up. Now I find myself back at Leslie's across the street. At least the service is good there. read more

We have had Dolphin Service for quite a while, with no complaint. Recently, we have had occasional issues with their service and don't find follow-up with them to be a satisfactory experience. We are considering canceling our service. read more

Knowledgable staff that always helps me fix my water b/c I'm so stoopid and usually screw it up. Prices seem right. I like these guys better than Leslies. read more

Good people, will take time to listen and very smart about pools and what makes them work well (not the case with their competitor 1/2 mile east of them). Brian is a PRO. read more

I recently purchased a 6 person hot tub from Dolphin and took delivery last Friday. I have a lot to say about my experience and I hope it is helpful to readers of my review. I found Dolphin on the internet and drove to their showroom not having ever been there or knowing any staff member. I was met by a sales rep named Mark. Mark is a completely "no pressure" rep that is extremely knowledgeable about the products he represents. Before I made the purchase, I visited the showroom a total of 2 times and worked with Mark for a total of 5 1/2 hours while he patiently answered ALL of my one million and one questions. I do my homework before I make a sizable purchase. Mark really listened to what my needs and desires were as well as my concerns. I've also been back in to see him since I received the hot tub and I can say with confidence that there is service after the sale! Next, a rep named Larry came to home to assess my patio, my electrical need and make sure everything would work properly. He was timely and presented me with the necessary preparations that I would need before delivery. Third, the electrician came to install a 220 power source for the new tub. Although he was a sub-contractor, he was timely and did the installation without a hitch. Last, Rob, Kenny and Sammy delivered and installed my tub. I live in a condo and my patio is somewhat small. The 3 gentlemen worked efficiently and professionally as a team to careful and safely get the tub in place and operational. Kenny sat at my dining room table and carefully educated me on precisely and easily how to care for my new indulgence. He broke it down so well, I have no doubt that I will be able to take care of the tub and it's sanitation needs with ease. Every step of the process was handled with the utmost professionalism. I could only wish that all the businesses I do biz with could be this professional. You guys set a high bar! Overall, I definitely received 5 Star White Glove service from Dolphin Pool Supply & Service. I know that I could refer anyone in my life to them and feel confident that they would take excellent care of my referral! Thanks again guys! read more

Cullen was sent here just four hours after we called needing some emergency service. He was great. He was knowledgable about our problem and fixed it AND fixed our pool light.........which was not the reason we called! So we got a repair and a free light fix all for under $200! We will call them again! read more

I loved the way the issues where discussed with me and all my questions answered. All options were laid out and it was my decision what to do when. He gave friendly advice but not a sales pitch. I can't imagine using someone besides Dolphin for my pool needs. read more

We purchased this tub because the brand is know for the best and after 7 combat tours in the Marines, hubby deserves the best. The delivery crew was so great, they gave A LOT of information. I wish I could review You Tube videos, or a DVD, to make sure I am doing everything correctly. So far the tub has been well worth the money, now just to get the water where it needs to be and I will be able to truly relax. Hubby LOVES it and doesn't know how he lived without it. read more

I need to vent about the price gouging I got from using Poolwerx for a Sundance stand alone hot tub. Poolwerz is the exclusive repair service for Sundance Spas. I had a circulation pump go out and after going back and fourth about when they could even get it sooner than the 7-10 days they quoted. I found the same pump on Amazon for $219, however no warranty so I went with Poolwewerx and in fairness they did get one in a few days. Originally they quoted $445 for the install then came back with $745. The tech, Alex,was great and was very informative on how things worked and what he was going to do. He is hourly and in my opinion drastically under paid for what he did and had the new pump installed in less than an hour. The bill for this service was now $745 which they did get my approval for. (like what i can do now) I understand everyone needs to make a profit in business I just don't like them making it all at one time on me. So be cautious if you use there spa service. Over $500 an hour makes my you no what mucho sore. Be cautious and good luck. I will be using some one else more in tune with reasonable pricing in the future for my spa repairs!! OUCH! read more

I wish I could separate the service tech review from the admin. The guys who come out and maintain the pool, were awesome. The problem is the admin and billing staff. After a year, of never knowing when they're going to take out the payment, that's supposed to come out on the 1st. I asked about switching to twice a month, instead of weekly visits. I was told no problem, and the payment would be half. For the next 3 months the they charged me random amounts and not what they said. Then this month they charged me the full amount and stated we only do the twice monthly for 3 months then go back to weekly. So either they pulled a fast one, or they lied to me orriginally. Here is what was charged. Really hard to budget, why you never know how much or when they're going to charge you. 4/28/2015 -189.44 4/6/2015 -119.08 (This is the new monthly amount we agreed to) 3/4/2015 -59.54 2/4/2015 -71.71 1/28/2015 -47.37 1/7/2015 -189.44 (first 11 months) read more

So my update on the repair of my pool is this: Once the problem was explained to the managers of this company and hydropool, I feel my problem was taken more seriously and as of yesterday 5/24, my pool is working properly with hot water and everything. I might have moved from the initial one star to only three due to time factor BUT I found out that the person who initially was to repair our spa, very likely had short timers syndrome" as he was planning to leave the company and I surmise that he had no interest in demonstrating the proper work ethic and made the company look worse. Our repair person (Alex) who did come out, was very polite and appeared to have true interest in customer satisfaction. read more

Cullen was a delight and so helpful. He was very knowledgeable and took care of all my questions, problems and got everything back to perfect. Thanks so much for all you did. read more

Bottom line. They are AWESOME !! Went to the manufacturer and fought for a warranty on a questionable failure. Service team went above and beyond. read more

Dolphin Pool is fabulous! We are thrilled to have found them. The staff is extremely professional and knowledgeable and the service techs are first-rate. We couldn't ask for more. We had our pool resurfaced last year and installed an automatic water feed and they did an excellent job. They will NEVER let you down. read more

Been using them for a few years and really tired of the unfriendly customer service. It's almost like you're a burdening them by walking into the Flower Mound Store. read more