St Lawrence Pools Ltd

Hi just want to say how impressed, we are with the service from St Lawrence Pools Kingston. Karly was our contact person from the start. She went above and beyond with us, she did not rush us at all. She also made a house call to show us had to add the chemicals for the first time. Karly is very respectful to you and your home. Kudos to Karly and the team. Thanks David&Lucy from South Frontenac

Thanks Ryann for the great customer service. We learned so much about our new hot tub. You were very knowledgeable which helped us purchase the perfect hot tub. We will be back and would recommend St Lawrence Pools Brockville to anyone.

EXCELLENT CUSTOMER SERVICE IN A COMPANY THAT YOU CAN TRUST. My concerns and questions were appropriately dealt with. Things weren't perfect at the start, but the staff at St. Lawrence Pools worked to make it right.The in-house water testing service is very helpful.

Had St Lawrence Pools install my second above ground pool. Had issues with the liner, in which the liner at this point is not aligned correctly and there was duct tape on the outside of pool holding liner and still is duct tape on the inside of liner which was not removed. The liner is sagging in places along the top of the pool and I have uprights that are leaning inward and am concerned of a collapse in winter. I have sent emails with my concerns but have yet to receive a reply. After spending $10,000 and paying cash immediately upon installation completion you would assume the after service would be better. To date I have not had a reply nor anyone coming to see it.

With COVID and the flood of visitors to the beaches in 2020 we decided we needed a pool for our kids so they could cool down in the summer without being exposed to people.
The sales person at the Belleville store was lovely, happy to answer any questions we had. This was a huge purchase for our family and we wanted to get it right. He made us feel like he was in it with us.
We paid our deposit at the end of May 2020 and were told we should have installation by the end of June. We ran around to find an electrician and found someone to help us with a deck. End of June arrived with no word.
It is COVID times, so we didn't want to bug them but we started phoning to get a date, so we didn't string our contractors along. 90% of the time we were told the only person who knew what was happening was unavailable to speak with us. 80% of our messages went unreturned, and when they were returned we were told our pool was on the next shipment, would be here soon etc etc. This dragged on through the whole of summer until the end of August when we requested we be put at the top of the spring 2021 installation list, as we have young children, and it would be like a punishment to them to watch a pool be installed in the fall to look at for 6 months. Little did we know.
We phoned again in March to find out what was happening and nothing had been communicated, and were told our pool was in the warehouse, we would be the 4th pool installed and they would start at the beginning of May, possibly even April. Then nothing.
We understand it's COVID and people are busy, and we've tried not to be annoying with our phone calls, but now it's mid June and we are still waiting for our pool to be installed. We finally tracked down someone who knew what was happening (as again, no updates have been given unless we chase them), and there was a "problem" with one of the three pool installs before us and our pool was used to fix the problem. WHY??? And why not tell us?
And now we continue to wait.
Meanwhile, our neighbors ordered from a competitor's company in April 2021 and had their pool installed May 2021. Like rubbing salt in a wound. And honestly, when people ask about our pool as they look at our neighbor's newly installed one, which company do you think they are going to use?
Please install our pool as promised, so our children can enjoy a safe summer!

St Lawrence Pools certainly lives up to its claim of having unwavering commitment to quality, integrity and service. I purchased a “luxurious Bougainville Kingcord hammock” from the Belleville store 2 years ago. It had a 3-year limited warranty. We noticed last summer that it had lost its resilience, so I brought it in recently to have them evaluate it. I cannot speak highly enough of the professional manner in which I was treated. The Manager, Mike, and his delightful employee, Chantelle, not only listened to my concerns, but extended every courtesy, and to my surprise, they replaced the hammock! My family is so appreciative of this generous gesture, and it is proof that they practice their philosophy of excellent customer service and dependability.
On another note, we purchased a set of Samsonite lawn furniture from them in 1988, and they’re still functional and attractive over 30 years later. They have always sold quality merchandise, and they stand behind it. They have also installed our billiards table flawlessly in four different homes.
I would highly recommend St Lawrence Pools to anyone for any of their products or services. When they say they only offer the best to their customers, it’s true!

I bought a hot tub from this company in March 2014. I'm not upset with the product, as I understand things go wrong with new equipment. What I will comment on is the "superb" customer service that I've received;

I've had 3x house calls for the tub itself, as both pumps, some fuses, and the waterproof panelling have gone on it. Everytime it goes down, I now anticipate at least a month worth of waiting time. After reading the other reviews, I'm assuming their standard response when YOU have to follow up with them is "Sorry, we've ordered the wrong part and will get back to you." This has been the case all three times.

Furthermore, I would understand requesting a deposit if I did not purchase the tub from St Lawrence Pools in Kingston, however this is the case. Every time I call, I need to explain to them that it is still on warranty and they require follow up phone calls for this.

With work, I'm not home very often to enjoy the tub. As it stands, I've spend 4 months in Kingston since I've owned it. Two full months of this, something has been wrong with it. If I could, at this point, return it I would.

Lastly, I requested a quote to replace an above ground pool that the previous owner had ruined quite extensively. Upon receiving the quote, my eyes buldged out of my head at the just under $2000 in total removal fees. Since then, I've gone with another company and will have saved over $4500 on this project.

Until something changes, I will continue to actively disuade anyone I care about from buying through St Lawrence Pools, Kingston.

Respectfully,

Scott

We bought a house in the winter with a pool. We had St. Lawrence Pools come out and open it for us. Turns out our equipment was more than 30 years old! It still had SLP's stickers on the equipment and it was all still working! We decided to replace everything anyway. The techs were great! Friendly, helpful and knowledgeable ! Everything is perfect! Can't wait to swim!