Penguin Pools

I rate Penguin a 1 because one cannot rate lower and post a rating. I will start by saying that I grew up with a pool and understand what it means to own and maintain a pool. We built a pool with Penguin in 2014 (completed in August so the pool is less than 4yrs old) and simply put there has not been a year where the pool did not leak, including the build year. Additionally, there has been the need for other non-routine maintenance each year. I had Penguin try and resolve the leaks initially, but eventually they referred me to another pool service company because they could not resolve their issue. So in order to keep the pool operational I continually need to refill the pool from my well. Each repair has only temporarily stopped the leaking and sure enough the pool is leaking again this year, right after opening. We have had to patch the liner in multiple spots including the lights, the stairs, the skimmer and the deep end wall. I also discovered last night that the shallow skimmer is cracked in multiple places. We have had other issues as well (pool cover, control panel, salt water chlorinator etc.), but nothing as fundamentally troubling as a pool leak. The pool is less than 4yrs old and I have dealt with an extraordinary number of issues. Matt (the owner) is not responsive to service for his existing customers, usually it takes multiple calls and vmail before any response, and when you get a response there is never a commitment on when service will be done, just a vague "we got you on our list" and being told that builds for new customers takes priority to existing customers "minor" issue. I was told most recently that you only have a minor leak (is there such a thing as a minor leak?) and we are busy with a new build, what do you want me to do? Well Matt, if you are a pool builder with integrity that stands by the quality of your work I would have hoped that you would take seriously the fact that the pool you built has continual issues. Maybe if you discover the root cause of this issue you will improve future builds? I shared with Matt directly my disappointment and asked for help. He offered nothing other than to have me continue to wait at the back of the line and he would probably get to me next week sometime (again no specific commitment). Well I am sick of the issues with the pool and not being treated well as a customer. I am also tired of marking the liner and measuring the leaks, doing evaporation tests, calling for service, waiting for service, refilling my pool etc. I believe that your pool build was fundamentally flawed and you are taking zero responsibility for it and making no effort to try to fix the issue. Pools should be a source of fun and relaxation, so I implore anyone who reads this to think twice before choosing Penguin. Buyer beware.

Complete Pool Demo and re-install. We had talk with no less than 10 other pool contractors. Penguin pools is the only contractor that actually treated us like a customer. They were always courteous and responsive to our needs and in every way delivered on all their contractual obligations and beyond. Our project was very substantial and their prices was far and away the best, and compared to the other contractors I dealt with on the project they had by far the best workmanship and customer service. I chose to be my own general contractor for my project, but if I had it to do again, I would choose Penguin Pools to be the general contractor and manage every aspect of the project. they are just that good.