Nice Guys Pools and Landscaping

My initial experience with the President/Owner of Nice Guys Pools was extremely positive. At the beginning of 2020, I enquired about the installation of a pool via his website. He was prompt and extremely informative with his response. In the end, this type of positive communication and information tipped the scale in me choosing this business over other big box companies.

Our pool was built with little concerns, in fact, my husband and I bought lunch for the workers and provided a continuous supply of water given the temperature that day. We even assisted in the wheelbarrowing of rocks and allowed use of our garage for overnight storage.

Upon completion of the pool, we were provided with an invoice which we paid immediately.
We had four items outstanding, two of which were paid in full (winter cover and chemical start up kit) and the other two were not charged (heater and solar cover) as they were backordered.

We were given a "loaner" ladder as the one we ordered was also backordered. Once he received the ladder, we transported his loaner ladder to another site to exchange for ours (about 30-40kms away).

We never did receive the chemical start up kit, but at the time Evyn was responding, albeit slowly, and did give us a refund upon request.

We ended up sourcing our own solar cover and heater as the owner claimed he was not able to secure either. It is noteworthy we had to pay a premium on these self-sourced products as the deal with agreed to with the owner was an "early bird pricing" on select items that we obviously missed out on.

When I tried to follow up on the winter cover, which was paid in full, I last received a response over a month ago saying he had it and would be shipping it out in the "next week or two". Despite multiple emails, texts and call/vm, I have not heard back from the president/owner or Nice Guys Pools.
Today, I sent my last email to him requesting a full refund on the outstanding winter cover which I have secured somewhere else.
It is unfortunate that this young man with a seemingly successful small business is unable to maintain a bare minimum standard of customer service, which would be to acknowledge a customer's questions and follows through on commitments he makes on behalf of his company.
I would not recommend this business.

Addendum: After sending my last email with a refund request to be paid and confirmation that I would report his conduct to the BBB, I received my refund (no email reply, just the refund.
Still would not recommend this company.