Business ProfileforPool Mart, Inc.

If I can save anyone the hassle of being misled and point blank lied to read on. This might be the most unprofessional place I have ever dealt with. For starters being lied to about needing any extra electric work done. I was assured I just had to replace one box but come to find out this was not true. Then I was given two sheets of papers with installation contacts that never answered or returned any calls. When I told Pool mart things were not working out I ask for a refund and was told I was being charged a $1500 restocking fee and then hung up on. When my wife and I went to the store they would not give us anyone higher up or the owners number instead were told we need to talk to Brian. He then thought a $750 restocking fee was sufficient and at this point I felt that if I did not accept his offer I was not going to get any of my money back. He repeatedly said he did not have to give me any money back after 3 days and that basically he was doing me a favor. A favor?? I felt bullied and definitely did not feel like a valued customer. When you do not do what they want you to do, they strong arm you. This place are stone cold crooks. Highly recommend shopping else where I know I will be. Hope this helps before it happens to you. They know they are wrong and they don’t even care. Great way to make a living taking other peoples hard earned money. BAD BUSINESS DO NOT SHOP HERE.

To whom it may concern: The customer came in and purchased a pool package and floor model hot tub on 9/18. They were told that an electrical box would need to be changed and new wiring run, we offered to give them licensed electricians numbers but were told they had someone. We also gave them the names of the pool installers. The customer scheduled delivery for 9/27. On the morning of 9/26, after the pool & package had been pulled for delivery the customer called and requested to cancel the pool due to lack of communication from the pool installers. Customer was informed at that time that one of the installers was on vacation and we could contact them for him and get him an install date within a week, customer still decided to cancel pool, which we allowed them to do, and put their deposit towards the balance of the hot tub per their request. At that time we sent a crew to the store in which they purchased the hot tub to move the showroom around and pull their hot tub off of the showroom floor. The customer then called again to say they are canceling the hot tub do to needing a permit for the electric and they did not want to do that because of the other work that was going on in their yard. We then told them we could get them on of our recommended licensed electricians to do the work up to code. Customer refused, and requested all of their money back. We told them that was not possible as we had incurred costs at that point. As per NYS law, deposits are not refundable after 3 days, that is clearly stated on their contract. We then told them that we are entitled to a minimum of a 20% restocking fee (also stated on contract) for the pool that was pulled and the hot tub that came off the floor, both of which needed to be restocked. 20% of their purchase is $3,779.60, as a company we felt that keeping that much of a customers money is excessive, so in the end Pool Mart and the customer agreed to a 5% restocking fee. We refunded all but $750 of the customers deposit to cover our cost of the work we did and cover the credit card fees we were charged. Pool Mart is a 48 year old family business that genuinely cares for the well being and happiness of our customers. We are fair and trustworthy and go above and beyond for our customers.