I'm sorry to say that my experience with this company was not good. I had a date for opening up my pool. No one showed up. I called and was told that I didn't have an opening set. I gave her my invoice number. I'll talk to them. Eventually the next week they came. Came and went quickly leaving the cover in a ball on the side of the pool. The pool was a mess. After opening my pool which did not include an initial vacuuming the pool is unusable. Several problems developed as the pool was left filled with debris. The the cover was removed and debris was dumped into it. I called about this. I was told wit was my responsibility to clear the cover off. When I booked the opening I asked if I had to do anything. The woman said no. My calls for help were not met. I was told no one could come to look at it for at least a month, a month !!! Totally unacceptable. I sent an email regarding my dissatisfaction with the situation to them. Perhaps the owner Steve never saw it. I was happy with his service. I purchased the new sand filter at his advice last year. Despite the fact that I bought this expensive lovely filter from Underwater Pool Masters less than a year ago I can't get them to service it now that it's not working. No one ever got back to me. They did however cash the $300 + check for it. read more

First impressions are very important, i called to ask a simple question and the tone from the lady that answered immediately made me want to take my business somewhere else. read more

They are not very thorough. One time I came home to a green pool. They don't check chemicals regularly and don't vacuum the whole pool. My pool is now green again. They are refusing to return my calls. read more

Kudos many times over to Underwater Pool Masters. I purchased a home in Hopkinton in 2011. UPM had performed the pool inspection that summer as part of the home purchase. I live in Hopkinton which is a little outside of their normal service area - so when another pool company left me hanging because this particular pool was "too much work" (it has a spa, heating system ) - I was truly stuck. I called Steve White (the owner who had performed the inspection) a bit embarrassed that I had even listened to the urging of my neighbor to go with the other pool company for the opening and explained to him what happened. He was as gracious and re-assuring as one might be. What a relief and what a class act. They came down, got the pool, spa and heater up and running without issue and without any complaints that it was "too much work". I am forever grateful. Steve, Phil, Eric and Lisa (I hope I am not leaving anyone out!) go so far above and beyond that they feel like old friends. I mean that. Little things...tile replacement, filter and pump issues, troubleshooting questions are never seen as an annoyance. In an era where service is not what it used to be, they're a breath of fresh air. They simply have a customer for life. read more

The worst service ever....I went to the store 5 weeks before memorial day weekend to make sure my skimmer and return could be replaced. I supplied pictures of the parts needed, I called 2 times and left messages for Steve but never got a call back....the third time I called his own employee stated "I can't believe you haven't cancelled this appointment by now". Terrible, terrible, terrible customer service..... read more

I went to 4 different pool stores and received very little help! 11 days with a green pool and way too many chemicals that were doing nothing. One visit to Underwater Pool Masters and my pool was crystal clear. Libby told me exactly which products I needed and explained step by step what I needed to do. She was wonderful! F ound my pool place finally! read more

Local folks with good products at the store for easy convenience, prices are ok, there prices for coming to house are crazy high though, $150 just for a truck roll, plumbers electricians etc don't charge nearly this much :( decided to try and fix myself read more

Have been a customer for 11 years poor customer service from owner Steve White never returns calls poor communication with scheduling service and following up on problems with installation on faulty products.... Eric & Alyssa and kids in shop are great to work with.... Owner Steve White needs to appreciate his workers and customers or would not have a business......Spoke to many in town and have been frustrated and disappointed as well and found better service elsewhere ...... Good Luck :( NOT RELIABLE!!!! with a short pool season who needs this ....... read more

Underwater Pool Masters rocks! I tried contacting many pool service companies in the Worcester area before reaching Steve at Underwater Pool Masters and couldn't get any help. I had a couple of the other guys come out to analyze my pool situation, then bill me for analyzing it but no one could/would actually help fix the problems. Then Steve came out took care of my leak in the first visit and guided me to getting my pool up and operating flawlessly and within a reasonable price. I will never contact anyone other than Underwater Pool Masters. Thank you!! read more

Did a really good job with the Loop-Loc cover on a challenging free-form pool. Looks great! read more

Underwater Pool Masters - Underwater Pool Masters just installed this Loop-Loc cover - nice! - Pool Cleaners Near Me - West Boylston, Massachusetts

Scheduled service for a leak and repair of pool pump gasket. Quoted $155 to just come out to property. They fixed the pool pump gasket, but never did any kind of testing for a leak. The person who answers the phone was rude, I scheduled a time when I would be home, so I could see what they actually did, but they came well before I was home and never called to let me know they would be early. I feel we did not get what we paid for. Beware. read more

Great place - very helpful! I was referred here by another pool place which didn't feel like answering my new pool owner questions several years ago and boy am I glad they sent me there! The people are friendly and knowledgeable and go out of their way to help you (I recently had an emergency with a leaking hose and the owner stopped by to fix it on his way home rather than making me wait a few days for an appointment during their really busy pool opening season since it was a quick fix. They know me by name and greet me as a friend... read more

I recently purchased a home with a pool. Before purchasing it, I had it inspected by Underwater Pools. I appreciated the peace of mind having had a thorough inspection. It also gave me a chance to receive something of an education on owning a pool and how to take good care of it. The inspector was very well educated on pools and gave me lots of good information. He also took his time, which was important to me. My only during-inspection complaints: 1. He told me upfront that he would repair any leaks he saw in the pool liner while diving. But he gave me no indication of who he would be charging for this in a house I didn't own. I wasn't free to give him permission to do this, particularly if he was going to charge the owners. 2. The owners did end up joining us during the inspection. He knew the owners as they had come regularly to the store. At times, I was unclear if he was looking at everything as closely as he might otherwise, and I also felt sometimes he glossed over issues so as not to offend the owners. That said, I still appreciated the inspection. HOWEVER, the inspection costed us between $700-800 (a level III inspection, which they insisted I needed)!!! While I realize he gave us several hours of time, this was about double the cost of the inspection of my entire home...and I chose the most expensive home inspectors recommended to me. And for all that, I was given a very, very brief one or maybe two page report that included no real narrative and no pictures whatsoever. In fact, he left off information he promised to include on the report. To compare, for my less expensive whole-home inspection, I received something like 30 pages of information and narrative and photographs. Anything I didn't document during the pool inspection now is essentially information lost. After my home purchase, I went to the Underwater pool store with the hope of getting some basic chemical supplies, a water testing kit, and to sign up for a pool maintenance plan. On a positive note, the store staff seemed very well informed about all the products they had on hand, and generally well informed about pools. That said, there were a number of difficulties in my shopping experience: 1. They carry only the test strips, not dropper test kits. I purchased some test strips, as they are good for daily testing, but if you research pool care, you quickly learn that the test strips have questionable accuracy. You really need a dropper based kit (see, for example, www.poolforum.com or www.poolsolutions.com for more info on why this is important). They do not carry these and were much more interested in selling me the test strips than actually helping me get my hands on the dropper kits. 2. The store is extremely tight and not set up to be particularly shopper friendly. I found it difficult to navigate options so new to me, so early on in my pool care experience, and while there was adequate staffing, no one really seemed to be interested in helping understand exactly what chemicals I needed and for what. "Shocking" my pool was the only real thing they talked to me about, and I later learned that I can do this *much* more cheaply using 5.25% household bleach than using the same chemical sold at the store as a "shocking agent" for an outrageous price. 3. Perhaps because of the size of the store, I found they didn't have much out to sell. When I asked about pool alarms for example (I'd already received during inspection their standard lecture that a good fence and properly supervising young children is all that is needed...but decided to get an alarm anyway), they did not have any. They told me I would have to order it, then pulled out a book that listed product names and prices. The book gave me no information about any of the alarms, nor was the salesperson able to give me any information. Then, when I asked to sign up for maintenance, the staff member helping me had difficulty walking me through the process. It took them two weeks to come out just for an initial cleaning!! In that time, they didn't even call to schedule my appointment. At one point, I got very worried about the green stuff growing in my pool, and called to check on when my appointment might happen, and was treated without respect for my business. The staff member on the phone at that time just said in a short tone that "this is a very busy time of year for us, you know." When the pool kids finally did come to clean my pool, I found them to be knowledgeable and helpful. I appreciated that they admitted that one of the chemicals they were using was just baking soda. They also walked me through all the steps of pool cleaning, with complete graciousness and patience. However, they sold me a calcium additive I later learned is unecessary, and the chemicals (as with the cost of maintance) are unecessarily expensive at Underwate read more

Awful!! If I could rate them zero stars I would have. I will say I had used them for years and never had an issue. Apparently, they now allow Eric to schedule his own appointments (BIG mistake). I scheduled a pool opening for 5/5 and Eric never showed up. I then called the following Monday to see if they were coming out that day and they told me that I had been rescheduled to 5/11 (about a week later than my original date). Well, 5/11 rolled around and Eric was a no show again with no phone call or explanation. When I called and asked if he would be at my house the following day, they said "I just took a look at his schedule and he is pretty booked, so probably not". Are you kidding me? Why is someone else not getting bumped to fit me in? I mean...he was already a no show TWICE. I then left a voicemail for the owner, Steve, and am still waiting for a call back for an explanation to the ridiculously bad customer service. Cue crickets...still no phone call back...big surprise. read more