Been a client with Poolmaster for a few years and this is my first time ordering a pool heater through the store. They deserve a 10 out of 10 for conducting business with integrity, offering competitive pricing, and standing behind their customers. Upfront, Poolmaster offered me the best price available compared to other stores and online. I placed my order on Thursday and the heater was delivered to my home within 3 business days. The day before installation, my gas technician came for a site visit and told me that based on the distance between my gas meter and the pool heater, I needed to downsize my heater from 250k BTU to 200k BTU (even though my previous heater was 250k BTU - what a surprise!). I was devastated and reached out to Talon (the store owner) for help. Even though it was after business hours, Talon responded right away and promised to take care of my unexpected problem. What a relief! After a couple days, Talon arranged the exchange for me without penalty and he even gave me a refund on the the pricing difference - kudos to this honest business man! Although it took longer than expected for Poolmaster to swap my heaters (because of high service demands), they still deserve a perfect rating. And I truly hope that this company will continue to flourish in the years to come.
- Company Response
Hi Carmen, Agreed it was an unusual situation. First for me!! We always stand behind loyal customers like yourself. Glad we were able to help.