I get the feeling that the McCarthy folks are a bunch of well meaning people who are trying to do a good job, but their communication and followup, both internally and with their customers, leaves a lot to be desired. I cannot recommend them for pool service. As it is I had no use of my pool for two hot weeks in July, which is when you really want to be using your pool.
We have used McCarthy pools since the 1970's . Our pool was installed by McCarthy and serviced all these years. Service department is excellent, phone calls are answered, they deliver pools supplies, have a web site that is user friendly for pool openings and closings, and are reliable.
At this point I really didn't have any idea of when the conversion would happen and wasn't particularly worried about it, though an estimated time frame (e.g. late July, early Aug, mid Aug, whatever) would have been nice.
Resources in the store are always happy to answer questions.
Install was 3 1/2 years ago and no significant issues.
Service department is always very helpful.
I had a repair done to the pool, they didn't bother to call ahead of time or communicate at all what they needed ready for the repair. They went into my garage and used one of my shovels (which they left in a bush!!!) They didn't bother to put a tarp under the pile of muddy rocks they pulled out of the hole (completely messing up my landscaping). They drained off a few inches of water from my pool without hooking up a hose (so it dumped it right next to my house and washed away some landscape rocks). They then "got rid" of some (the rest stayed where they threw it initially) of their debris by dumping it behind a bush inside my yard (no, they didn't ask where to put it, yes, they had opportunity to ask someone). Afterwards when I talked to them about it (and emailed them pictures, which they didn't seem to find any problem with), the person on the phone said "they would have to talk to the manager" and would call back (tomorrow nominally, ha!), no, they never called. When I emailed asking if they were ever going to call, the response was "If you are not happy with the clean up after we performed our work then don’t pay the rest of the bill."
Store hasn't been a problem (earns them two stars instead of one), Service department is either highly inconsistent or has just gotten awful.
On to the review:
I had high hopes for McCarthy. Tom L came out initially when we did the home inspection and talked to us about the pool state, and we made an informal plan for salt water conversion as well as some minor maintenance work (new o-ring, etc) once we bought the house. When that happened, I emailed Tom and we got an idea of the cost. McCarthy quickly sent a quote for the estimated work on July 1st, and I signed the agreement and paid the ~1500 for the initial deposit around July 7th.
A few years ago they were very responsive and helpful, this year, not so much.
I emailed Tom L the next day to mention what had happened and mentioning that the work was incomplete as I'd told the service team that I'd be happy to use their electrician. Since it was a Saturday I didn't expect a call back, but Monday afternoon I still hadn't heard anything so I called the service department at about 2PM and was told they would call me back between 3 and 5 PM. Never got a call back. The next day my fiance called them and got the same runaround. On the third call she was told we had to talk to Tom L directly.
Without warning, on July 15th, the service team came over, startling my to-be sister-in-law who was watching my fiance's children at our house, and began doing the conversion work. They left no instructions but left the salt water power supply in its box in the downstairs. I called the service team to make sure they had everything they needed, and they said everything was fine, so I did not leave work to go back to the house.
I highly recommend McCarthy Pools.
On the 22nd I emailed Tom explaining all the issues which happened during the incident and saying how disappointed I had been by the McCarthy folks. To his credit Tom immediately called and apologized and said 'that's not how it should have happened'. He then gave me some advice and stopped by I believe on his own time to try and help clear up the pool. Unfortunately communication with him then broke down again, and I've not heard from anyone since July 26th when Tom said he would 'be by tomorrow'. I don't know if anyone has since come by the house
They lost a customer, and got a negative review, because they didn't bother to communicate, or apologize. And then they sent the bill again!!
Summary: great initial experience, but then service performed incompletely, with no communication, and a complete lack of follow-up. Pool out of commission for two weeks in late July, not great timing.
Very rude and unprofessional. Scheduled to pick up pool cover Friday or Saturday. They were a NO show. Called first thing Monday morning. No apology or explaination for the NO show. He said he would ensure someone came today Monday. Again a NO show. Tonight they said they could come next Monday and that they made a mistake. What a joke this place is. They have lost our business.
I didn't know what to do but by this point my pool was turning very green and was already clearly unusable. I frantically tried to get my personal electrician to come and help wire up the power supply but he ended up not available until Friday.
On the plus side, the repair did appear to work.
While I was on the phone paying the bill, the (very polite) woman on the phone mentioned that there would be additional electrical work needed for the salt water conversion (this was, to be fair, also listed on the quote) which would be an extra cost on top of the estimate. This was fine and I didn't think anything of it. She then asked, did I want to use my own electrician or theirs. I said theirs was fine, since I had no idea what the work was and how it would need to be coordinated.
Mc Carthy Pools Corporation is a US General Contractor based in Southborough, Massachusetts. Mc Carthy Pools Corporation is located at 221 Turnpike Rd, Southborough, MA 01772, USA.
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