Business Profile
Pool Maintenance
Upland Pool Supply, LLCFind BBB Accredited Businesses in Pool Maintenance.
Reviews
12 Customer Reviews
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Review from Caryl S
1 star09/23/2024
Heres another complaint between Upland Pool Supply and ********************. They are dishonest And will word things to deny claims anything to get them out of replacing anything that cant be fixed. In my case, American Home Shield sent Upland Pool to diagnose my pool heater. It was determined not fixable and they want to put in a used pool heater and have me pay $1150 for the reconfiguration cost. ******************** approved this and it is completely unacceptable that I should have to pay $1150 for a used pool heater. If I wanted a same heater that is brand new theyre asking me to pay $2350. The only other option they gave me at American Home Shield was to accept $2000 cash in lieu of repair which wont even cover half the cost of a new pool heater installed. These companies are in bed together. I have no doubt about that. There is a lot of complaints similar to mine and they all have to do with American Home Shield and Upland Pool Supply. The number of complaints shows the pattern.Review from Edward L
1 star09/05/2024
I recently put in a service request with AHS to have my pool actuator replaced. Yesterday I found out AHS will not cover replacement of the defective item. I have now called them 6 times, left 3 messages over the last 2 days to ask how much those parts would cost and still no reply or call back. They were very fast to reply back to a text they sent with a service time after I confirmed I would be home. When I replied back with other questions as stated on their phone message I still have not received a reply back from them. WHAT A HORRIBLE WAY FOR A COMPANY TO TREAT POTENTIAL CUSTOMERS OR ANSWER QUESTIONS!! **** I GUESS THEY'VE MADE TOO MUCH MONEY THIS MONTH TO NOT RESPOND**** IT MUST BE NICE????Review from Laiyanna W
1 star07/12/2024
They did NOT show up to 2 appt. Then upland pool claimed it was because no one was home when someone was there the whole day. When upland pool did show up I had to go to the veh for them to get out. They complained about the heat passed the job off to electric company. Who came out did a temporary fix and said the pool company needed to replace my pump. Then upland pool refused to replace the part stating the pool was working. Meanwhile this is a month later and my pool is greenReview from Danny M
1 star06/17/2024
Had home owners insurance claim. They sent tech out to evaluate pump motor. Tech said my pump motor was 1.5 hp. I said no way. It's bigger than 1.5.hp. Upland pools replaced with downgraded version. 1.5 generic one. But said for 1200 dollars I could update to 2.7 hp pump and motor. I simply didn't have that extra money and felt it's through homeowner insurance it's should be replaced for same. Pool turned green and had to drain it. Will never ever recommend or go back to them for anything. Not to mention the tech who assembled the pump didn't seal the pvp pipe correctly and it blew off and leaked.Review from Lori P
1 star02/29/2024
Absolutely horrible in every way. Listen to the reviews. Hopefully our insurance company has listened to ** and will not use them anymore. After 6 weeks of multiple service calls ( also cancelled appointments, and always next available 1-2weeks away) finally decided to forget about claiming and called our own guy. It was a loose wire !!!!!! Fixed in minutes. So no pool or hot tub with many out of town visitors for 6 weeks and that was it ! Incompetent in every way.
Upland Pool Supply, LLC Response
03/01/2024
I do not have a lot to say about this one. They were abusive and disgusting people. Our techs had to deal with them, and thats why the job just couldnt be handled. This was the report from my tech, who is a hard working family man: Homes owners were being so rude and disrespectful. They were yelling and talking about my coworkers and myself. Also, the company we represent they were being very very disrespectful, saying they wanted priority, and not allowing me to follow protocols Homeowners did not want me to leave until I fix the heater - I told him I have to order parts. And thats when they went crazy and started yelling. Husband and wife are not nice people.Review from Armen A
1 star12/20/2023
I'm not sure how this company is still in business with so many negative remarks. First - They have spent an unreasonable amount of time working on a leaking pool pump. I have gotten every excuse imaginable with missed appointments times including - family emergency, wrong part ordered, "specialized" part needed *************** *********** else came up. They end up rescheduling 1-2 weeks out every time THEY cancel an appointment. In short - they don't show up. Second - their customer service is horrendous. Good luck getting a hold of them. They will rarely pick up the phone during business hours, have never called me back after leaving a voicemail and respond to text messages usually the day after if at all.Third - I have incurred additional damages through their incompetent tech. Two other vendors have reviewed their work and have shared additional damages that have come up due to their negligence. Additionally, I've had to spend a fortune on renting supplies, water ***************** for something that could be fixed in a matter of hours with parts available at any local pool store.Lastly - They tried to falsify the issue with the home warranty company - claiming that the pump won't turn on and needs to be replaced entirely (which home warranty won't cover). It took 1 month and many exchanges to explain that this is not the case. In short, they will do anything to avoid the work or upcharge in the process.Review from April D
1 star09/25/2023
This is called for zero stars.This company is the worst and very unprofessional company to work with. They work out of their home and does not have an actual office.Their is no communication, they do not answer their phones, and does not return your phone calls after leaving several messages.*********** came out to repair our leaking motor but after fixing that part, he broke another part and said he would be back to repair it since it was his fault. Turns out that the supervisor refused to fix the part and just blew us off even after the technician admitted to breaking the part. This is a rip off company.I had to leave several messages and text messages until they text back and said to contact the insurance co. What a cop out of a company that cannot own up their faults.This company is fraud!!Review from FABIOLA V
1 star05/05/2023
Buyer, Beware of Upland Pool Supply - the worst spa service company! AHS hired them as a service provider to repair our spa heater in April 2023. The technician that came out to assess our spa heater, was literally here for five minutes, took pictures, and left (all caught on my surveillance camera). According to the technician’s notes “the heater has damaged the heat exchanger due to low gas pressure from meter. Low gas pressure is due to inadequately sized piping from gas meter to underground has caused poor flame. This will be the only reason for soot built up at heat exchange”. As a matter of fact, Upland Pool Supply DID NOT undue the union to test the gas pressure with a barometer to confirm this false claim. Consequently, I filed a complaint with AHS and got a second opinion from a local reputable pool & spa company who tested the gas pressure and confirmed that I have a 425 meter, the biggest I can go without going commercial; the main gas line is an inch and a quarter, less than 10 feet from the heater. Therefore, there is nothing wrong with my gas pressure or sizing of my gas piping! Upland Pool Supply’s true intention is to ensure AHS denies the service claim so that they get paid and are pushed up to the top of the AHS insurance service list. I am also aware that American Home Shield incentivizes service providers like Upland Pool Supply to reduce costs and deny claims to save money. I have been a loyal customer of American Home Shield for almost 20 years, AHS has intentionally forgotten about placing the paying customer first, which will result in no growth due to loss of repeat and protentional new customers. Buyer, Beware of Upland Pool Supply and American Home Shield!!!Review from John T
1 star03/27/2023
Upland Pool Supply of Ontario, CA. There was a small crack in the pool filter housing, so water would trickle out whenever the pool skimmer pump was running. Upland Pool Supply made an appointment to come by for the initial service appointment. On the day of the appointment, the technician called and said he no longer needed to come by my house. He did NOT show up and simply said he knew what the problem was and would proceed with ordering parts. The very next day, I received an email to call my home warranty company about this "service call." Upland Pool Supply simply denied my repair saying the crack was due to "clogged filter media causing over pressure" and this was not normal wear and tear, and therefore not a warranty item. If the technician actually showed up and opened the pool filter housing, I might have believed him. In fact, he would have seen that the pool filter was clean and had excellent flow. Very dishonest business tactic. This business is shady and not trustworthy. I would appreciate a response from the owner, which states something more meaningful than "Issue is not covered by their home warranty. We are not able to perform repairs if we are not authorized to do so, as the warranty would not compensate us for the repair. Thank you."Review from D. H.
1 star03/08/2023
Upland pool supply was contracted by AHS to repair pool filter and heater. Pool pump was leaking water from back wash valve and pool heater would run for 15 - 20 min than the igniter would turn off. Pool tech comes out and tells me that all back wash valve all leak and this can be capped to prevent the water from leaking. I had to insist this isn't correct and I wanted it repaired 3 weeks later they decided to repair. They never diagnosed the heater until the filter was completed. So month later a pool tech comes out and says it is the igniter and will order part. 2 weeks later tech returns and said it wasn't the igniter it is the mother board part order. 1 week later tech arrives and said the wrong part was sent and they would have to reorder. When the tech left they left the power turned off atbthe. Breaker turned off . This breaker controlled power to the pool pump and the pump didn't run for several days during freeze warning. We called upland pool and they would follow up with tech. Tech returns 2 weeks later and says he doesn't know what the previous tech did so he was going to schedule the previous tech to come out. When he left the breaker for pool pump and heater was turned off the cabinet for the heater was left wide open with exposed wires screws from the cabinet and mother Board on the ground and the Aqualine cabinet open. We reported this to upland pool and they said they would follow up. Upland pool called call back and said the tech said he didn't leave the cabinets open or power off. We supplied video from our security cameras with the tech leaving the cabinets open and power off even the conversation on the phone saying the previous tech needs to come back out because he doesn't know what he did with the wires. They said they would follow up. 2 days later tech comes out and secures cabinets and writes report the wire harness needs to be replaced due to improper wiring. I have been trying nto contact upland pool since 2/16 .no call backUpland Pool Supply, LLC Response
03/10/2023
Issue to this heater was not covered by their home warranty. We are not able to perform repairs if we are not authorized to do so, as the warranty would not compensate us for the repair. Thank you.Customer Response
03/10/2023
The pool heater had power and would cycle on and off. Upland pool techs were turning off the breaker to replace parts. Since upland pool started to replace parts heating element and mother Board there is no powernto the heater. It is obvious that one of the 3 techs that worked on the heater didn't do something correct and the tech wrote wires were bypassed. Warranty won't cover wires incorrectly installed. Upland pools has been working onthis heater since 12/12/2022 They have ordered and replace several parts The last tech says wiring is bad. If the wiring was bad how did the diagnostic come back to replace heater element and the mother board. Whe the tech came out we cycled the heater on and it he saw the code. Since than no power to my pool heater . Would like my heater repaired and wiring repaired from negligence on one of the repair tech. We have video and audio of the tech calling upland pools saying you need to send the precocious tech out because he doesn't know or understand what he did .clearly states something was done wrong. If the wiring was faulty tou wouldn't be able to see the error code displayed by heater.
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