I have been surprised by the commitment of Desert West Pools to our pool needs. Ours is not the typical pool because our pool was built by the previous owners without permits and unqualified workers. So whenever it rains our back lot drains into the pool and it becomes a mud bath of sort. The first time this happened shortly after we moved into the home so we were not aware of the issue. But about a month before we moved in we hire Desert West Pools to do weekly service. I came home from work one day and saw the pool looking like someone pour tea or coffee in it. I called Desert West and asked what they did to our pool and why did they leave it such a mess when they were there that same day. Jeff{the owner} told me he would look into it and get back with me. Come to find out, the service guy did not come that day because of the heavy rain so they did not know what I was talking about. Jeff drove out to see for himself and after seeing the pool he followed the water runoff in the backyard and found that the pool was actually built below grade so the pool got all the runoff. Long story short after agreeing to work to find a solution which involved removing a portion of the hillside in the backyard and redirecting the water runoff the issue was finally resolved. Desert West bore my wrath in the beginning but earned my praise in the end.

I was surprised to be asked to write a review for Desert West Pools considering the way we parted ways. But it shows their level of commitment for sure. Two times I was double billed for service. I was credited immediately each time this happened but it still frustrated me and after the second time it happened I called to cancel service. I was not unhappy with the service at all. It was the fact that I felt uneasy about the billing issue because I run a small business myself and I would never let that happen. To Desert West Pools credit, they did make it right and assured me that it was their mistake because they had another customer with the exact same name and they inadvertently assigned the same address to both accounts in their billing software by mistake. I may have acted hastily in cancelling service but a few months later my son started his own pool service company and he now services my pool. But anytime I have an issue with something breaking I call Desert West Pools.

I moved into my home without ever owning a pool before and it was in the middle of summer. My realtor told me to call Desert West Pool because they can show me how to operate the pool(do a “pool school” as she called it) Jeff came out and took the time to explain how everything worked and answered all of my questions. He even showed me how to clean the pool if I chose to do it myself. That wasn’t happening! I hired Desert West to service my pool and I have been pleased with their respect and care for my pool for the past 8 years. I have referred them to my friends whenever they ask about my pool. I know they too will be taken care of as I have been.

Why do you want my testimony? I asked Jeff. He said it true, “because no one is perfect and we let you down” I was on vacation for 2 weeks in July 2018. Desert West had been servicing my pool for 3 years at that point. I got a call from my dog walker who informed me that the pool was turning green and the dog was not in the house or the backyard. Needless to say I panicked and began calling anyone who had access to my home. After watching camera footage I saw my poolman enter my backyard and leave within 5 minutes. A closer look at the film showed him leaving the gate slightly ajar and my dog getting out. I called their office ready to rain fire. “Your guy let my dog out and now he is gone!!!! and why is my pool turning green and he was only there for 5 minutes???” A few other choice words I shall not repeat. Come to find out, it was not the service guy who was there. It was the repair guy there to check on my disabled pump (this is why the pool was turning green) he knew we were away for a while so he assumed the dog was also gone so he did not secure the gate. Apparently Desert West did send me an email about the broken pump 2 weeks prior but I did not see it at that time. I ended up cancelling service that day and threatened legal action over my missing dog. in the end, my dog was safe at my neighbor’s house and though Desert West did apologize and try to make amends by offering to pay for my pump repair and some free pool service I chose to part ways. I have never told them this until now, but I admire the way they stepped up and never once tried to deny blame for my dog getting out. Thanks for asking me to share without asking me what I would write.

I am very happy with Desert West Pools. They are caring, kind and professional. And they have even brought my trash cans back up to my yard after the trashman comes when it rains. I like the email I get after each visit too. They are usually so quiet I do not even know they are here most of the time. Good company.