About 3 4 years ago, my husband and I bought an above ground pool with a Mineral Springs system from Lake Norman Pool and Spa. The system was about a thousand dollars and we got no instructions on how to use it during installation. The store also has a bad practice of lying about you never need to any other chemicals. You do. A salt system generates ONLY chlorine. You still need to check your pH and alkalinity levels.invest in a testers kit and do tests weekly. Don't let them test your water. They will sell you things you do not need and can not return. Somehow we managed to figure all this out and keep the system running. This year, my husband is overseas and I know I needed help setting up the pool for the summer (checking hoses and adding chemicals, etc). So, about four weeks ago I called Lake Norman Pool and Spa and got the number for service. Once on the phone with service, I explained that I had algae and needing help with reconnecting hoses and adding chemicals. The lady on the phone said, Oh, no. We dont add chemicals. A service call is $95 and for that we vacuum. But we have to see the bottom of the pool before we can do that. Ok. I thought that was odd for a SERVICE department, but I figured that I could manage.
A few days later, I bought algaecide and eight bags of salt. The first day, I added the algaecide and turned on the filter. The second day, I added six bags of salt and turned on the box which operates my cell. I noticed that I had a solid red light next to No Flow. I immediately called the store to tell them that I have a no flow error. The store gives me the number for service again. I called service and told the actual service guy my problem. He responded with some half mumbled garbage about my cell being dirty and that I needed to take a water sample to the store. I asked if I couldnt just get service out to the house and he did say that it would take over a week.
The next day, I bought a sample of water to the store and talked to the guys there about my problem. They tried to sell me a new cell for $700. They tested my water and there was a flurry of panic and activity behind the desk about the levels. Yet, no one told me what the levels meant and they did not sell me any chemicals.instead, what they sold me was a bottle of cleaner for the cell. The cleaner was hydrochloric acid which is not a chemical I would use myself or allow any of my friends or family to use. I had already explained to these people that my cell was clean and free of scale, but they said this should work. Their only advice on the levels in the pool was to drain some water out and add more in. I literally left the store in tears and went home to call someone else. I did get help from Complete Care in Mooresville. Justin told me I might need a new flow switch and he turned out to be 100% correct. For less than $200, my cell is now generating chemicals and I could not be happier. As for Lake Norman Pool, I did call and ask Tracy, the store manager for a price on the flow switch. She said she would look it up and call me back.
Two days later, I still did not hear from her. I also called the corporate to tell them just exactly how they lost a customer and why I would never recommend them to anyone. At one point, during my story, the man on the phone actually asked me if I wanted to be put through to service. I asked him if he was crazy. He also told me a supervisor would call me back. One week later, I have not heard from the store or the supervisor from corporate.in todays economy, customer service is KEY. If you sell a product, you should know ALL about it and so should the people who service it. Buyers beware when dealing with Lake Norman Pool and if you can, shop somewhere else.
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