Reviews

10/10

Second move with Tender Touch in 6 months and we are just as happy the second time as the first. Awesome job - friendly, professional and stress free, from Maria in the office to our crew: Phil, Pedro and Chris. Thank you for making a rainy, stressful day so much more relaxed. The care of our antiques and 100+ year old piano was most appreciated. We highly recommend your company without hesitation. Special thanks to Maria!

Approximate cost of services:
$2,500.00
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Company Response

Thank you so much Joe! We are very thankful for your time to write this review to support our company.

9/10

Davey had done work for us before and on this occasion cut out a dead walnut tree from the border with our neighbor. During the process, some of the branches fell into our pool and subsequently tore our winter cover. David, the District Manager, came out, investigated and reimbursed us for the damages. Accountability is important when managing a company and a huge part of customer service. Davey came through and will be recommended to friends and neighbours because of how they dealt with a problem and took responsibility for it.

Approximate cost of services:
$180.00
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10/10

Wonderful service - efficient, knowledgeable, professional and left the house in tip top clean shape. Everything came on time, was installed as promised and the rebate application was taken care of for us as well, Can't find a single fault with A1

Approximate cost of services:
$10.00
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Company Response

We try hard to make our customers lives as simple as possible during our service. Thank you for your review, we really do appreciate it.

5/10

Does success come at a price? Great first year pool opening and closing; not so much the second year. Had to get the crew to come back and clean the waterline and deal with a few more issues. Seems like the company may have taken on too many customers or they are not training the staff they hire? When you get more known because of your great service, you have to maintain that level of service or the customer services declines. I am not sure we will contract Ultimate again.

Approximate cost of services:
$300.00
What could this company do to improve their services?
Train staff better and ensure they have a check list for opening and closing pool - do not leave the property unless you have checked off that all steps have been done.
Any advice to offer fellow homeowners facing a similar project?
Do not assume that everything has been done that you are paying for.
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Company Response

Hi Joe,

I apologize for the length of time it has taken to respond, the site administrator took quite a long time to grant us access.

It is rare but in your case our opening crew did not perform some tasks to our/your standards. As we will always do, we immediately returned to correct the issues you found and we apologize for any inconvenience it may have caused.

We ensure that each employee has extensive training in order to complete their tasks to the high standards we expect. Unfortunately on occasion things are missed, however we will always immediately follow up to correct this. We value all feedback to ensure that our high service standards are being met.

Grant Hildebrand
Ultimate Pool Service Inc.

5/10

All seemed great - professional, hard working, knowledgeable crew until the post construction phase: we had to chase to cleanup yard mess and Neil was and remains unresponsive to our requests to fix problems such as gates that are not opening (stuck out of alignment). Seems such a shame that what would have been a 10+ rating dropped to a 5 because of terrible post construction service. They lost our business for the more expensive yard side of fencing too. Maybe a case of over commitment and under delivery? Being busy is still no excuse.

Approximate cost of services:
$9,000.00
1 of 1 people found this review helpful.
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