Jameson Pool & Spa

We hired Jameson Pool and spa to build our pool 3 1/2 years ago. The design and construction process was fine and the finishing etc was also great. We have had them service (openings/closings/water testing etc) our pool and equipment since it was new, knowing that there are less expensive alternatives out there, believing in their products and recommendations. Staff at the store has always been pleasant to the point where we haven't minded driving all the way to Oakville/Mississauga to visit the shop for regular maintenance. Last fall, just before the three year mark, we did notice a small leak in our pool shed. As it was only 2 weeks away or so from the closing date they suggested to us that the technicians look at it when they came to close the pool for the season. They came and left and and didn't do anything about it. We inquired about this and Vi suggested that because they were so busy with the closing season that it should take place in the spring when the pool was to be opened. This year we reminded them of it again and nothing was done. We have been extremely disappointed for several reasons: 1) our loyalty seems to have gone unnoticed 2) our equipment is now out of warranty (Vi told us that there's a 3 year warranty on the heater (so it would have been covered last fall when they should have repaired it) 3) we have had to chase after Vi to get responses either via email or telephone 4) she also went as far as implying that the water was unbalanced this year and that it might be the cause of the damage to the heater (I reminded her that we told them about the issue last year and that they tested and balanced the water with us always since new and that it most certainly was out of balance this year because it was just opened and the heater had not been turned on yet. Despite all this we still inquired about having them provide a price to purchase a new heater, again with no response. This has been going on for almost 3 weeks. It's now June and we have yet to use our pool because of this. As a self employed person running two companies, I understand that physically one can only do so much and that things take time. What I do not understand and consider unacceptable is giving the impression that a customer's concerns are being ignored because a warranty won't cover the work. It's a very disappointing experience right now and after recommending them to several friends (they built at least 4 more pool projects because of our recommendations) we now feel that we need to warn them as well. We will likely be searching elsewhere for the continued maintenance of our pool and equipment.