Doctor Pools replaced our heater with a heat pump and extended the system to improve circulation. While the heat pump install itself functions, the overall quality of the work and the service experience were not acceptable. The bigger issue is that he changed our plumbing configuration and removed a valve without our permission. We did not approve this change, and it was not part of the scope. The original system had two valves specifically so the filters and system could be cleaned and maintained properly, and now with only one, we are left with a setup that is no longer designed for proper servicing. When we brought this up to Doctor Pools, his attitude was dismissive and unprofessional. We asked genuine, reasonable questions about why he made those changes, and instead of taking accountability or even trying to understand the issue, he basically responded with “I can clean it this way, so what’s the problem?” He refused to come back to review the system or discuss solutions, and told us to go find another contractor if we wanted the valve restored. Now he’s simply telling us to “ask your current contractor” when we ask why he made certain decisions, which is an unacceptable way to handle customer concerns about your own work. Coincidentally, our main pool drain cracked a few days after the service and now needs a repair. We cannot say for certain that it was caused by this work, but the timing is concerning. Overall: unauthorized out-of-scope changes, reduced maintainability of our system, and shockingly unprofessional communication. We'd give them 1 star but the heater was replaced, warranting a two star. Nonetheless, we deeply regret hiring Doctor Pools and would not recommend them.
Doctor Pools
- 102 hires
- Based in Austin, TX
- 4 years in business
- 2 employees
- Background checked
About Doctor Pools
We offer pool maintenance services as well as installation and repair of equipment to operate the pool, we apply treatments to restore the water in your pool, our guarantee is the satisfaction of our customers
Reviews
I've received punctual and attentive responses. My pool was crystal clear after the first visit and the email report was easy to understand and comprehensive
Doctor Pools-Ali, was on time. He educated us on how to properly operate the sand pump! He is friendly and very patient with our questions! We STRONGLY recommend them!!!! THANK YOU DOCTOR POOLS!!!
Great service so fast came right away and drained and cleaned my cowboy pool.
Ali was great. From contact to completion, it was less than 24 hours. He diagnosed easily and did the job necessary. Thanks!
They were great! I noticed a problem on a Saturday and they came out the very next day to trouble shoot the problem! Will definitely use them again!
Awesome experience. They installed my ozone equipment and returned within 48 hours to ensure it was still working properly. Communication was fast and so was the service.
So fat so great with Pool Doctors. He really knows what he's doing and takes the time to communicate well which is rare nowadays.
What a great experience. From start to finish it was so easy to work together. Went over and above at every step. Thank you
Thank you Ali. My upgraded pool equipment is working great
Doctor Pools values his EGO more than customer service. He left the job site just because he got frustrated and couldn't open a numerical padlock. I was in a meeting so sent him a YouTube video on how to operate the lock (isn't that a common expectation that a pool service personnel should know or learn how to unlock?) just like any other service providers like mowers, pest control folks for example.. I wouldn't hire anyone again with his massive EGO and ATTITUDE and ZERO CUSTOMER SERVICE.
They were so great!! Our pool had been through the wringer with recent storms, weather changes, etc. and they turned it around to brand new in just under 1.5hrs! I’m definitely hiring them again for maintenance now that the weather is warming back up and we will use the pool more often!
Professional
Ali, crushed it and did a great job for our pump replacement. I highly recommend him.