Coolwater Pools & Spa

Coolwater Pools & Spa handles pool service work in Arlington, TX. They take on repairs for pool pumps, heaters, motors, salt cells, circuit boards, filters and timers, often after assignment through home warranty companies. Reviewers mention technicians named Nick, James and Neil showing up for these jobs. The business has a home base setup noted in some accounts along with an office location out of state.

Customers describe cases where pumps got split seals or stopped running and needed full replacement. Some report motors swapped out only for the new ones to shut off on their own or create flow problems right away. Heaters and salt cells were installed in other jobs but left nonfunctional with parts scattered on the ground or the system torn apart after diagnosis. A few accounts note quick fixes on pumps by Nick or James that got things running again in under an hour, while others say the same issues returned within days or weeks after partial work.

Response times and communication come up often. Some customers got initial calls back fast, even after hours or on holidays, and saw a tech the next day. Others waited weeks for any visit, dealt with full voicemail boxes, unreturned emails and calls, or techs arriving hours late or missing appointments entirely. One reviewer noted a tech taking a check for diagnosis then vanishing without filing the claim. Service happens during regular business hours with some evening availability mentioned.

The company holds a 2.7 rating from 51 reviews. Recurring topics include unfinished repairs, lack of follow-through on warranty claims and difficulty reaching anyone after the first contact.

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“Do not let these people touch your pool equipment. They came to work on my pool heater through a claim on my home warranty. That was in late December. It is now 4/12/2022 and they have done nothing but leave parts laying on the ground outside of my heater. If you are lucky he might respond in a text and say still waiting on parts. If you see them assigned from your home warranty company you need to insist they will not be allowed on your property. Worst company in the world!!!”

“Agree with Gina, please do yourself a favor and find another company when the warranty company suggests this one. They may call you right away and tell you they'll be out tomorrow between 1 & 4 but that's the last time you'll ever get a prompt response from them. You can call 15 times during office hours and all you'll get is voicemail and emailing doesn't work either. This is a home-based business in Little Elm and the "main" office is in Phoenix AZ...google that and see how many terrible reviews there are. I gave them the benefit of the doubt and now my pool pump is in pieces in my yard with a shirt stuck in my pipes and they can't come back for 3 days according to the warranty company. Coolwater will NOT call you about the status of repairs regardless of how many times you ask them to. The repair guys won't call you either apparently they believe in leaving notes, that is unless they run out of paper to leave the note on...then you get nothing. The only way I got a response out of them was by complaining to the warranty company and then they would call them back. However, I did get the pleasure of speaking to "Nick" the manager in Arizona after all the complaints to the ”

“My home warranty used this company to repair my pool motor. They replaced the motor with a bigger motor and and now the motor will not run all the time. It runs and shuts off. I contacted the company and they replaced the motor and I still have the problem. Coolwater seems the not care about their work or the quality of the work performed. I would not use the company to tie my shoes.”

“FIVE GOLD STARS! I went through the Home Warranty company for the pool pump. It had a split in it and a seal leaking. Coolwater was assigned to our case and called within a few hours of placing the claim - IN THE EVENING! It was after office hours and a holiday, no less! He asked a few questions and said he thought it sounds like a certain part number. Asked if we could take a picture to send to him so he could be sure to bring the right part to fix it. The tech showed up the next morning! WHEN THEY SAID HE WOULD! He swapped the parts and fixed the seal and we're good as new! Took a half hour! I was extremely impressed with the service and response. Very polite and professional. I'd recommend them ten times over!”

“My filter pump stop working and when I called for an appointment to replace it, they fit me in early the following week. Nick is very friendly and knowledgeable and got the pump replaced in a few minutes. This is the second job they complete for me and they got both issues fixed. I will be calling them again for my next pool job. I would definitely recommend them. (W/O #104647).”

“I thought this company was extremely unprofessional. Technician was several hours late for initial appointment and completely abandoned the second appointment that I had taken the day off for. They also decided that they would arrive whenever they wanted even if there was not an appointment. When they did finally come out to "fix the issue" it was a whole month later because of their lack of communication. The installation of the salt cell and cicuit board took a grand total of 20 mins. I am all about efficiency but I questioned the quality. Sure enough, there was issues immediately following the "fixed issues" and they were not willing to fix the work that was done. I had to have another company come out and fix some issues that were caused by the technician from Cool Water. They never answer the phone and the customer service is just poor. I would look to another if possible, as I feel they do not care about their customers at all. Water Tight is much better and they service the same areas.”

“I am very pleased with this company. After my home warranty company Sent the same Pool company out several times to attempt to repair an issue, to no avail, Coolwater Was sent as a solution. It took only one attempt For Nick, the tech, to resolve the Issue, W0 5595–1582. Nick was courteous, informative, and thorough. I certainly intend to use Coolwater for My pool service needs going forward.”

“Giving a ZERO stars. Hucksters. Assigned by my home warranty company and NEIL came out. Diagnosed the problem in 30 seconds (I thought that was fast). Took my $65 check and I've never seen or heard from them again. They never filed the claim with my Warranty company and my pool is still broken with no resolution. Voicemail box is full. Don't answer emails. Filed complaint with BBB... where they have a a glowing "D+" rating. SCAM ARTISTS. RUN AWAY.”

“They came out and replaced our spa heater. It didn't turn on. They told me to call the gas company so I did and they replaced my gas meter. Still didn't make the new heater turn on. I have now been calling and emailing for a week. Their voice mail gives their email address but they will not email you back. Their voicemail also states they "will return your call promptly" but that will not happen either. I would not recommend this company. If I need any more warranty work done I will not use them.”

“The woman in the office was incredibly rude. The technicians do not know what they are doing. The one who.came out after I called my warranty company ( it took 2 weeks of calling and 2 calls to my warranty company to get someone to schedule a visit) submitted a claim that stated all of the work was a preexisting condition! When I knew for a fact (because I lived with it for a week!) That the pump was not a preexisting condition! It worked and then broke 2 days before the tech came out. It was an o ring that broke and therefore the system would not pressurize, so of course when the tech came out there was no water moving through the heater! The pump moves the water that is the definition of what the pump does!”

“I called for an appointment on Monday for W/O #607441566 and they fit me in the next day. James is very knowledgable and got the problem with my pump fixed in minutes. I know when James comes out I am in good hands. Everyone I have dealt with with Coolwater Pool and Spa is professional, courteous, and friendly. They almost make having problems with my pool a joy :). I will be calling them again.”

“This company is HORRIBLE. I give them zero stars. You can never get them on the phone and they never return your calls. It took forever for them to come out once the home warranty company placed the order with them. They left parts laying on the ground. The part they were supposed to repair does not work and now I can not get them to call me back. You can have your warranty company assign your claim to another company or ask to hire a company yourself then turn in the receipt for reimbursement.”

“Completely unreliable. They never answer the phone and haven't finished the repairs set up through my home warranty. They say they came a certain day with parts to make repairs, but I was here during the scheduled 10-2 time frame and no tech bothered to show up. The issue is actually worse now.”

“This company serviced my pool several times through my home warranty. They are garbage. Every time they cam out to do the work, they would fix one problem, but create another one. Ultimately, the problem they had "fixed" would be in need of more repair within a week. I am forced to give at least one star. If i could, they would get zero.”

“Still trying to deal with a home warranty claim that Coolwater is supposed to be servicing. It's been at least 2 months and the technician has been out to my house a couple of times and my pool timer still isn't working. I've called several weeks in a row during business hours in which I've gotten their answering machine every time and have never received a call back. The last visit consisted of the technician coming out to the house and didn't even open the cover to the timer. He just wrote on a paper that he was going to recommend an entire new timer box. A week and a half went by with no more communication and finally got a call from my home warranty company that Coolwater told them it was a freezerguard issue that isn't covered under warranty. Needless to say there isn't much that they could do at this point to restore any confidence. I'm going to get a second opinion from my normal pool company and report them.”

“DO NOT USE THEM. We had used their services through our home warranty program. They partially completed the work order (replacing the salt cell but not the timer). The first part of our order was completed on August 1, 2014. Immediately after they replaced the cell, the control board was saying there was no flow. We soon started having algae problems and I immediately started calling them. I followed-up with emails and called and emailed them daily for two weeks (subsequently, ten emails between August 4th and August 14th with just as many unreturned phone calls) trying to get someone out to resolve the problem. August 13th a representative came out to finish our work order and replace our timer. After sending and leaving more frustrating emails and phone calls on the 14th, stating, "I don't know what to do here with you. I have left countless messages, sent multiple emails and I have gotten no where. What do I need to do to get this resolved? I am sorry to be such a pest, but if I don't get a response and someone to come out by tomorrow to fix the cell, I'll have to find another course of action to get this resolved." I finally received a response telling me a service mana”

“Invoice # 105535. Just had a great experience with Coolwater Pool & Spa. Nick was very helpful and performed the work quickly and with high quality. Phyllis (in the office) was very helpful with scheduling, the estimate process and staying in contact. I highly recommend this company for your pool needs.”

“Used them through our home warranty for an emergency repair to the pump. James (our technician) was prompt friendly and explained the issue. The repair was handled quickly and efficiently and he explained the issue thoroughly. Would definitely use them again (W/O #607304900)”

“I wouldn't recommend this company. They apparently are too busy to keep up with the work assigned to them by home warranty companies. They don't answer their phone or return emails or voicemails--usually their voicemail box is full so you don't even have the option of leaving one but it wouldn't be worth your time even if you could. The tech that they sent to my house actually seemed to know what he was talking about but he mentioned the fact that the company is too busy to keep up with their work. I have been waiting 5 weeks for them to come back and install a part and so far the whole company is unresponsive.”

“I would avoid this company. Came out once to determine the problem and then never heard from them again. They also left the pool heater torn apart and didn't put it back together after the diagnosis. I called and left messages with no returned calls. The problem was never fixed so had to find someone else.”