Boldt Pools and Spas

I have been a customer of Boldt for years after they installed my pool and until recently have been fairly happy with their service. Their opening and closing costs have gradually gotten higher and higher ($552.56!) and last year on closing had to give advice to inexperienced staff on how to safely close a summer cover that had too much water on it from recent rain despite the presence of a pool cover pump. (Another story.) This year I booked my pool closing and then immediately thought better of it, called a company in Grimsby that had more reasonable prices, then immediately called back to cancel the closing. However, I later got an email from Boldt saying they had come to close the pool and had issued a refund less a cancellation fee of approximately $70.00. When I sent an email informing them I HAD cancelled the closing they emailed back to say the service desk had no record of the call. I called Boldt then but got the bookkeeper who had sent the email, who said she couldn't do anything about my concern but would pass it on to the service manager. I also called and left a message for the service manager to call me back but she never did. Since my call to cancel was never transferred, I'm guessing that whoever I spoke to at reception planned to pass the message on to the Service Department but failed to do so.

What I find egregious about this is not the minor error on the part of reception, but the failure of the Service Manager to call back a customer of long-standing to address a legitimate concern and in effect, tell me that I had lied about cancelling my closing. Were it not for that failure and my inability to communicate with Boldt directly I would not be posting this review.

My general impression over the years is that Bold has grown large, unwieldy and less responsive to their customers. In growing, they have hired a lot of people and failed to train them adequately. Their opening and closing prices have also gotten much higher. If you shop around, you can do better both in terms of quality of service and pricing.

Two men from Boldt Pools installed my pool heater a while back. I had some initial disagreement with one of them, the main installer, but after a bit of discussion, I consented to have the heater installed in the location he recommended. The other individual named Matt was dismissive and rather disrespectful. He cited the fact that he had been to my house the previous year as a reason to not treat me with due credibility. I got my heater installed, but the attitude of the guy Matt left a bitter taste in my mouth.

Today I had the pleasure of meeting Mark, Joe & Chris. They came today to deliver my hot tub and set it up! Wonderful group of gentlemen to deal with. They were professional and pleasant to deal with. There boss is lucky to have these 3 men on board with the company they really strive to make a customer happy and satisfied. They went into detailed steps on how to start my tub and they were very clear. Thank you guys and go get some rest!

Dee

Boldt built an in-ground pool for us and did a great job; Greg managed to schedule us in on short notice and Brice made sure the project went smoothly, and stepped in/up when others dropped the ball even when it wasn’t his role - he was courteous and patient and is an asset to this company.

Ryan and Zach just finished installing our Hot Tub and cover and provided amazing customer service from start to finish. Ryan explained everything I needed to know to fill up the tub and maintenance. He worked with our Electricians to inform them of the next steps to be completed. Also, a shout-out to Asma (Spa Delivery Coordinator), who kept us in the loop about the delivery and was happy to answer any questions we had. 10/10

Joe, Chris and Mark were wonderful! Delivery was quick and easy - we can’t wait to use our hot tub! Thanks guys.

These guys are pros. Bill Hendle answered my email inquiring about above ground pools within 5 minutes. In about 10 minutes I had all the models, prices and specs in front of me.

His estimate of the date of installation was right on and the guys who did the installation were fast, efficient, and more importantly they did a great job. One day later the guy came in to hook up the plumbing and it was all done to my satisfaction.

Highly recommend Boldt pools for a professional job start to finish.

WOW. If I could leave 0 stars I would. Anyone looking to get anything pool related I would highly recommend you going anywhere BUT here. They have the worst customer service Ive ever experienced in my life. After incorrectly installing our pool and being assured that we would have the issue resolved multiple times we are now left with a non functioning pool and are being ignored and we will be taking this company to small claims court. Again - do not get your pool here.

Good selection and friendly service. I bought a pool cover pump which was lower priced here than at several online stores. Worth checking out!

Just had a new liner put in my unground pool jay sims was the installer and did a very professional job, also a big thank you to Matt for helping with the install and helping things go smoothly they both were very knowledgeable and answered all my questions, we love the new liner and can’t them enough, I would highly recommend jay and Matt for any concerns involving pool or pool equipment, thanks again to the both of you guys and Boldt

We have had several companies open/close/maintain our pool over the years, but this is the first company who: showed up as promised, provided the service promised and kept me in the loop on all things to do with our pool.

It was also the first summer in over ten years our pool wasn’t a swamp more than a pool. Crystal clear from the first treatment on!

Kudos to Naomi (in the office) and Steve and the team (poolside) for making me love my pool again!

Purchased and heater and inquired about gazebo, being in sales my service with Jessye was awesome.thank you

Damon (Service) was exceptional. He took the time with me to help diagnose the issue with my cleaner

I wish I could give a rating of negative 5 stars. For a company that sells Covana Covers for hot tubs they certainly could care less about servicing them. I would advise future customers to do your research before purchasing a Covana Cover from Boldt Pools/Pioneer Pools as their technicians have no desire to fix them if something goes wrong. My cover had seized in the up position and the technician shook the 4 posts and said there was nothing he could do but suggest purchasing a regular hot tub cover and leave my Covana Cover in the up position permanently. He didn’t even remove the motor cover to see if there was a problem in the motor. He never pulled out a single tool and said there was nothing more he could do. Customer service is definitely NOT of importance to this company.

Terribly disappointed with the lack of customer service and communication with this company. No one calls back when they say they will so you have to make sure you follow up with them unfortunately. When theres a mistake from their end they don’t try to solve the issue and also completely ignores and disregards what the customer has to say.

They’ll send out a technician over and over again because of their mistakes and lack of communication but they’ll keep charging you for something that wasn’t your fault to begin with.

They’re Very disorganized!

Have worked with Boldt in the past, and Steve was very helpful.

This year, however, service was really disappointing. Called to schedule an extra cleaning and was told that two techs would be by to work on the pool "Saturday". Called on Saturday afternoon, and was told nothing had been scheduled.

Have waited all day, no help, and now have to go out and buy chemicals locally and try to get it cleared up. Going to dispute the charge on my card if I am charged. The two stars is because they were very helpful in years past.

I am very pleased overall with the installation of our pool. They are professional, and courteous. Greg was a little hard to get a hold of, which frustrated us. Bryce, Tony and Mike as well as Samantha have a great work ethic and communicated with us to let us know what’s going on at each step. Tony was prompt and would reply to my messages asap - love that! They did a fabulous job, and now my backyard looks fantastic.

We have never owned a pool before so all the operating instructions seemed overwhelming. Tony has made it so easy and is so quick to respond any time when we have a question, no matter how minor it seems.

We had our pool heater installed by Tanner and Matt they did a wonderful job, so helpful and friendly and approachable. The attention to the detail was appreciated and answering all of my numerous questions. I have used Boldt for 18 years liners, covers, pumps everything always a great service.

Went to the store last spring 2021 to inquire about pricing for above ground pool, no salesperson around. We left our name and number with young girl to give salesperson. Never received call back. Every time we go in the store, no salesperson seems to be working. Not going back there for my pool needs

If there was negative stars we would have given that kind of rating! Worst experience having any kind of service done to our home/property. From the install of our onground pool which took well over a month due to contractor quitting part way through the initial dig to having Boldt come and open our pool this year it has been nothing but a nightmare. Pool opening was a disaster! It was not done correctly having the service tech hook up things backwards. Thankfully having had a pool before, we spotted the error right away and corrected it but wasted over $200 for them to screw things up and basically just remove the winter cover and leave their garbage laying around the yard.
Terrible customer service from the start. We highly suggest customers search for another pool company to deal with.

Amazing show room and super sweet staff! Thank you for making our experience buying a spa, easy peasy!

Mar 28,25f, and guys came to take new liner measurements. Had to break ice on pool to be able to work. That was dedication. It was Coooold.
Thanks Mike and crew.

Boldt Pools deliver exceptional service and products! We recently purchased a hot tub from them. The process was seamless from sales, delivery and after care. They also poured the concrete slab for the hot tub to rest on. We highly recommend using them.
The install crew from Pioneer Pools was also amazing. The tub got deliver when the grounds was soaking wet and we had difficult terrain to manoeuvre. The entire team was highly professional and a pleasure to deal with.

This is my second year using the pool service (because of the pandemic).
Jadon is my service technician this year. He always does a great job, my pool always looks crystal clear. When I have occasion to interact with him, he is always very polite. I have been with Boldt Pools since 2018 when we put our pool in, I am very happy with their service and their staff is always friendly, Greg my salesman always said hello when I was able to go into the store. I recommend Boldt Pools to anyone looking for pool service.

Bought above ground pool last year, told us 3-4 weeks, came in 6-8 weeks. Forgot to deliver vacuume, all the screws were missing. Had to go 3-4 times to pick stuff up. This year we bought a valenica sectional. It came in a week. Opened the box, one corner of the sectional was damaged. Called right away to be replaced. They said it will come in next week. It took 4 weeks to come. Bc they didnt' order it right away. Never again will go to that place to buy something. Victoria had No manners, didn't even apologized. Not profesional at all. Very poor service!

The new owners on the floor appear to be onboard together with the intent of customer satisfaction.
The office staff stated clearly all the particulars with the contracts I've had with them before agreement to proceed. It was comforting that they listened to my concerns with genuinity.
Their prices are towards the high end competively speaking however i remain as a customer because of the reliability and customer experience.

Jay & Tom just finished installing our new hot tub. What a great team! The guys couldn't have been nicer.
The entire experience from the beginning, ordering our tub from Pioneer Pools, the informative updates, delivery & installation was smooth and very professional. Totally worth the wait! Nice work Team.
Shelley & Tom DeFrancisco.
Brantford

I had the pleasure of chatting with Chris Lambert. He did an awesome job on the new liner install and took the time to educate me on proper pool management. So grateful for his insight and I highly recommend him. By far the best experience with any pool company.

Walid, Tanner and Matt did the gas hook up for our new pool. They were a continuation of the great work Boldt had done to date. Courteous, professional and great ambassadors for the Boldt Pools Brand! They ran the line in such a way that it can hardly be seen!
Thanks!

Ian and Catherine
Vineland, Ontario

I'm new to inground pool operations and Boldt Pools has been so helpful from guiding me through the opening of the pool to the day to day operations. We have an older pool/equipment and required a pump replacement. Today Darryl and team replaced the pump and also guided me through all of my questions. They were so great!
Thank you to the team at Boldt pools from service to parts and the technicians. Amazing service!

HORRIBLE CUSTOMER SERVICE!
Some of the worst customer service I have experienced in a long time. I took a robotic cleaner in 2 weeks ago. The young guy I spoke to took my name and number and said someone would call me on Wednesday (2 days after I dropped it off). No call. I didn't want to be pushy so I waiting until Friday and called.left a voicemail and this has been the story since. I have called almost every day sometimes twice a day and either it goes to voicemail or the girl who answers takes my name and number and says someone will call me back.nope doesn't happen. I did get a call on Friday from the service manager who left a voicemail saying they ran some diagnostics and the problem is the floating power cord. Well this is exactly what I told them it was the day I dropped it off. He left me his personal cell. I returned the call and no surprisingly it went to his voicemail and no return call. I called again today and voicemail again. I called the store today and again took my name and number and assured me someone would get right back. I appreciate this is a first world problem but super frustrating and if I don't get any response today I think I will just go pickup the cleaner and take it someplace else or fix it myself.

During lockdown what else is there to do but shop for a hot tub? We narrowed our search down to Boldt based on their fantastic website and selection. We went into the showroom and met with Bill who was helpful right from the start. The hot tub was delayed about 1 month which sounds like the norm these days. The delivery coordinator, Caitlyn made sure that we had everything ready for the day of delivery (free delivery!) and their delivery email updates were helpful and kept us notified with the expected time. The delivery guys were great, set-up was fast and they took all the garbage with them. The water care package (included with the hot tub) is extensive and everything is laid out with simple instructions. As first time hot tub owners, we highly recommend the team at Boldt. The process was seamless from start to finish. And we can tell that customer service is important to them. Highly recommend. Very happy customers

Sent from my iPad

It's been over month with #boldtpools opening this pool and trying to get it to be swimmable. After so many visits and so many different opinions and over $1000 to pay. They left it green and cloudy saying they can't do anything further and if I need to do anything I need to buy brand new equipment that is worth thousands to be able to use it. I understand the equipment is old but it's still functional at least to run for the season. I put so much chlorine to get it to clear up and look blue like in the pictures. How is this all they can do? What kind of service is this and how is this ok?
It's very frustrating to be honest.

WOW. If I could leave 0 stars I would. Anyone looking to get anything pool related I would highly recommend you going anywhere BUT here. They are have the worst customer service Ive ever experienced in my life. After incorrectly installing our pool and being assured that we would have the issue resolved multiple times we are now left with a non functioning pool and are being ignored and we will be taking this company to small claims court. Again - do not get your pool here.

We just had our liner replaced. The crew that did the work were excellent and very professional. The liner fits perfect. Thanks

I prefer this pool store for it's stock and prices. My wife ordered an Aqua Broom over a week ago and no status on the shipment.i don't mind waiting longer but you would think they would have several in stock since it must be a popular item.

Pools are not always the easiest to maintain or repair so I am so appreciative that Boltd Pools in St Catharines is there to help.
There service dept.is friendly, professional and understanding and Lynn who manages the dept and scheduling exudes Customer Service while their staff answering calls are knowledgeable and attentive. Thanks Boltd for all you do!

Jacob & Denver were here today for an in-ground pool liner installation and did an EXCELLENT job. Friendly & efficient!

Caitlyn is amazing. Coordinated everything, helped us with the finer details & answered all our questions. They did an exceptional job. Thanks everyone!

Well run with covid19 protocol in place in just a little over 10 minutes they had me on my way no going in the store curbside was good

I highly recommend Boldt Pools to anyone! They are very polite and professional. Their service department has been exceptional and prompt. They answered all my questions and were extremely helpful. For a first time pool owner this was very reassuring to know I could call them for any help I may need.

Thank you Sterling for all your assistance on my many! Phones calls re: our hot tub repair.
Boldt team was so helpful.

Jeremy was here to install the new motor/pump today He was on time, polite, followed all the covid protocol and answered all of our questions.
5 stars for this team THANKS Team

Called and inquired today, had the pleasure of speaking to Emily in the service department, I have never had such an enjoyable experience with a customer service representative! Very informative and friendly!

Told to go somewhere else because I didn’t buy the original product from the company. Was helpful until they heard that.