Since writing this review EP has refunded us for the skirting and the tread mill and we thank them. In an attempt to give you an idea of what our experience with Endless Pools has been, with its delivery and customer service, we’ve written out what our expectations were and what happened as this process unfolded. The customer service personnel, were very professional and helpful at first, trying to keep up with everything that failed to make it on the original delivery, but became increasingly short as the installation/construction process dragged out. Considering the high cost of this pool and how many processes they have left to the consumer to handle, they should be all over getting these problems corrected from start to finish as soon as possible.
Recommend this product?
1. Our expectation: Our Endless Pools Water Well would be completely prefabricated in the factory, disassembled and packaged and sent to us, so all we would have to do would be to reassemble the pool.
What happened: We received a pallet of parts and pieces that every short cut that could have been taken, was taken, with EP’s expectation that we, the consumer, (after having paid enough to buy a car) would be the ones to measure, drill, cut and build this pool.
2. Our expectation: Everything required for our Water Well would be packaged on the pallet and sent to us.
What happened: We received a pallet that, the movers were even afraid of (being so top-heavy and akward.) We asked that they place the pallet by our door, but they said ‘sorry, we can’t’ and left it about 30 yards away uphill from our door. In addition to what we paid Endless Pools, it cost $729.44 to have this pallet delivered, and we had hoped that EP and Allied Moving could have helped us by breaking down the pallet and moving the pieces inside. However with no help from EP or Allied, we managed to load the materials from the pallet to our truck and drive to the door a few pieces at a time. Then, we find that the hydrotherapy jets and the treadmill are not included and later find that only half of the nuts and bolts needed to assemble the pool panels together are in the pallet. Even assembly instructions for components like the bench and steps inside and the steps for outside our Water Well were missing. So we had to call customer service and start chasing everything down -- really not what we wanted to do. After about a week, things started showing up.
When the underwater treadmill arrived separately, we were very disappointed with the quality compared to its cost of $2,200. It is simply a plastic frame with an inclined belt which does not operate in a smooth walking motion. We would not recommend it for $200, much less $2,200.
3. Our expectation: The skirting would be cut to fit the pool and there would be a way to attach it to the metal sides.
What happened: We discover that you sent standard size panels that we would have to cut to fit our pool. The glue that binds the panel to the Styrofoam insulation had failed during shipping, and we had to reconstruct three panels by gluing the panels back on to the Styrofoam. Then we had to go and purchase 2x4 lumber and build a framework to which the skirting panels would attach. When we contacted Ben in customer service about this issue, he said, “I’m sorry about that,” and nothing more.
4. Our expectation: The hydrotherapy jets finally arrived and we were told that we would have more parts than we would need.
What happened: We did receive more parts than we needed, but there were not enough of the parts that we did need. We again had to go out and purchase 6 more PVC elbows to finish the plumbing. Then we realized we didn’t have a suction cover and an eyeball fitting to finish the plumbing of the through-wall fittings. After calling customer service, they said they would send these out. A few days later they called to say their supplier stopped making the suction cover and it would be a few more days before we would receive it. It’s been three months and still counting.
The saw EP sent to cut the holes in the metal pool panels, we were told, is a wood saw. We found that out after we had to go out and buy a 10 amp drill because we burned up our 5.7 amp drill trying to use a wood saw instead of a metal saw on metal. (The guys at Lowe’s got a good laugh out of that.)
5. The Coping for the sides of the Water Well would be straight.
What happened: The coping was so warped it looked like big U’s on the sides of the Water Well. Even after screwing it down it remains wavy not flat.
If you think the heater on this unit is top notch, we started with a water temperature of 65 degrees, and it has taken two weeks for the water temperature to reach 90 degrees. Our Water well is indoors with insulated skirting and a cover, we gain about 1 degree a day while heating. I can not imagine this heater could possibly heat a pool out doors during Spring or Fall, certainly not in Winter, but maybe during the hottest Summer days.
You would do much better to only order the steel walls, rubber liner and liner hanger from Endless Pools and then order everything else you’ll need from Spaguts and Lowe’s. You will have more choices, get better quality, and pay a fraction of what EP wants to charge , and you are going to have to build the pool anyway. SpaGuts at
http://www.spaguts.com/ will sell most of the components anyone would need for water quality and hydrotherapy jets for a fraction of what EP charges and better quality, including a controller, 2-speed pump, an auxiliary pump, ozonator, light and spa side controller. All for $1,100.00 Yet Endless Pools charges $1,000.00 for just one pump and some PVC for your hydrotherapy option. That’s just one example of the many extremely over priced parts, 2 spa lights-$400.00, handrail-$300.00 on and on. A complete SwimSpa found at this website http://www.swimspamanufacturers.com/
can be purchased and delivered, completely put together for less than the Endless Pool. We are still trying to understand how Endless Pools can justify the incredibly high price they charge for a steel-walled liner-filled product that the consumer has to build, OR pay thousands more to have put together by ‘installers’.
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