Warren from Mississauga

Been a customer a few years since we moved here for opening and closing the pool -- we were quite satisfied - the retail people are very helpful - however, I have noticed a marked deterioration on the last 2 services with the support people in the office and the quality of the technicians -- its obvious they are very busy and have technician turnover and its hurting them. My spring opening on Friday May 30 was poor, it was not completely done right, in spite of them leaving a note saying the pool was working great and have a nice summer. When I got home I noticed one of the primary hoses leading to the pump was broken (it was not broken previously) so the pool was not operational. We are having a youth group over the following weekend so I needed to get this fixed. Spoke to the technician on the Saturday morning that actually worked on my opening -- he could not get out that day to fix it because one of his trucks had a flat tire -- but promised he would relay the service request to "Vi" in scheduling department for early next week ---- 3 days later I hear nothing ---Tues: I speak to Vi -- she advises me she has no record of my service request and would speak to the technician -- I told her I sent an online service request on their web site on the Friday evening as well (that was missing too) -- she promised she would have someone out Wed or Thursday and I would get an email confirmation 24 hours before. Wed: nothing....I sent an email to her on Wed evening for an update -- nothing -- I left her a vm on Thursday -- nothing --- Friday -- still no news... so I ended up having to arrange for it to get repaired myself. They recently expanded a new outlet in Oakville -- but if they think they will be successful with the current lack of support they are providing they will not be successful -- its interesting in this blog the company advises you to call them --- well, I tried several times after Tuesday, and all you get is voice mail --and no call back -- if they cannot fix a simple repair -- why would I trust them to handle larger projects.....?? The owner needs to be proactive, be accessible for escalation issues and address customer complaints. If I did did not need the pool for an event the following week, I would have been more patient -- but do customers need to follow up on a service that was paid in advance and not completed right ???

I would recommend joining Direct Buy if you are planning to renovate or build a new home or need to furnish extensively over the next 3-5 years. I joined many years ago when the and we have covered the membership cost through discounts in furniture, plumbing fixtures, lighting, and some electronics. Some products are similar priced than retail stores, so you have to be careful thinking everything is less expensive through the club -- its not... also, some manufacturers join the club and offer savings, while others do fall off the list and you can no longer purchase through the club or only a certain line of goods is available, so keep this in mind.

I hired AMJ for my house move - it went really well. The crew out of the Barrie office did a great job and worked extremely hard on a hot day. I have moved before, and the key is to be well organized and ready for the movers. The quote was exactly as promised. I would recommend them again !