Hines Pool & Spa

Witnessed a horrible experience with one of their techs on i35. The guy was driving in vehicle #8 and driving absolutely aggressive flipping the bird, speeding and almost running another vehicle off the road. My wife and I could not believe someone would be so reckless and aggressive in a company vehicle with full company logo, phone number and vehicle i.d. number. I called and reported the guy and the lady was very polite. Judging from the other reviews (Lots of 1 stars), this company is pretty bad at choosing their technicians. Word of mouth is a powerful thing.

This guy not very smart. He came out and told me it was one thing, replaced that, still had the problem, now it’s something else. Totally didn’t know what he was doing. On top of everything, this «person» glued the jets from behind so that it costs about an hour of labor apiece to replace them when they go bad. Don’t call this guy. But don’t call Spa Tek either, just sayin’.

Hines pool and spa service
1)Used their own chemicals when I specifically asked Travis of Hines pools to use what I bought from Home Depot 2) Overcharged on chemicals 3) Inserted «universal» part on Polaris that caused Polaris to get stuck4) addressed «fake part with Travis which never got resolved4) Erratic and unresponsive service.
As a physician the issue here is not that I didn’t want to pay but an unethical company that wouldn’t hear me as a customer. I called and explained the situation to some one at Hines whom I assume is the owner. I explained my problems with Hines Pool and Spa. Amongst my issues is that Hines service was extremely erratic but I tolerated that because Travis was a reasonable chap. When he inserted the fake non Polaris but «UNIVERSAL» part and charged extravagant money (I later discovered), it caused the Polaris to repeatedly get stuck. In addition the hose kept coming undone resulting in significant loss of water from the pool. When I asked to have it fixed nothing was done. I then went to Leslie pool store and was sold the correct Polaris part and inserted it myself which fixed the problem. I called Hines and asked that before I pay my bill I want to see what I was charged for the fake part called Letro. I eventually got the bill for $ 600. The service charge I was happy to pay but the use of chemicals (significant surcharge) I disputed as did I dispute the fake «universal» part. The company representative said he would take off the charge for the Letro but under no circumstances was he prepared to discuss the charge by Hines for using their chemicals rather than mine. The chemicals that I bought at Home Depot stored in the pool room and asked Travis to use. I have subsequently hired West Lake Pool Service (Mark+1 (512) 241‑9891). They have been amazing, not charged me for chemicals and even came in on a weekend to repair a cracked pipe. They have NEVER missed their day for cleaning. And they’re less expensive than Hines. When I told the Hines representative I would write a report on the internet about my experience, it was brushed off as no one would read or believe me as its all about the bill. Well, I called back immediately, payed the full bill minus the Letro. This is not about the money but about an unethical company that charged me for chemicals when I asked them not to. It’s about using a «universal» part that caused the pool cleaner to get stuck and was never fixed. It’s about erratic and unpredictable service. PS I’m a neurosurgeon so feel free to choose whom you wish to believe.

A Rogue pool company. employees and obnoxious pool service crew doing things that the owner is not aware of. They won’t give the owner the message to call me. They also Discriminate against certain customers.

The only positive thing I will say is that our pool looked good. We were new pool owners and didn’t know you could get a service that included chemicals. Last month our bill was over $ 450 because of the chemical charge. When I called to inquire, I was told that looked high and they would get back to me about why. No response. I found another pool service that includes chemicals in their price and called Hines to cancel service. It was only then that I was told that they could offer that type of service, too. Why didn’t they tell me this when I called the first time (or even when we were first buying the service)? I feel ripped off and would not recommend this company to anyone.

Congrats on having some of the worst customer service I have ever experienced. After a week and a half and more than 5 phone calls I still can’t even get a call back to set up an appointment to help me with my pool! I have since found a true customer focused company called Leslie Pools that accomplished this in 1 day. Good luck staying in business with 0 customer service.

Lousy rude employees
Seems like they are either high or smelling the chemical too long. Do not trust them at your house

We absolutely love Justin Webb @ Hines Pool who services our pool weekly. He does an absolutely great job and whenever there is any concern, he brings it to our immediate attention. We no longer have to worry about taking care of the pool.

Thanks for dropping off way more chemicals than we needed and charging us for two service charges???
I have never had any service repair service that needs to come back tomorrow to get a part to finish the job charge me again for the repair? We have had our AC unit, refrigerator, and washing machine get repaired in that way and no double service charge has ever been added. I left a message explaining the overcharge but unfortunately the person who interpreted the message doesn’t speak English as we were left a reply message on our machine with had no merit or anything even comparable to any of the content I left in the original message.
Too expensive, bad communication, and overcharging?
No thank Hines you fooled me once but you’ll not fool me twice.
Watch out folks, it’s like taking your car to Americas Service station where they «find» things while changing your oil and your $ 75 dollar bill ends up being $ 400.
Have fun not getting anymore of our money and hopefully not getting any of other peoples hard earned money as well.
BTW-​Hines was a recommendation from the builder Cody pools who REFUSES to service our pool anymore after the warranty ran out even if we pay??? TWO FAILS

Look at Monica’s review. We had similar issues getting them to come out. Then when they did they had to order a part and charged me double labor! Rip off!!!

Horrible. I would never use this company. The tech that came to repair a few things, spent 90% of his time arguing on his cell phone. He didn’t finish the job and had to come back the next day. He came late and wasn’t going to do some of the repairs, until I argued with him. Took him a few minutes. Another tech was supposed to clean the pool, but because of the repairs, he will have to come back and use a ton more chemicals. Thanks Hines for charging me double for chemicals!

If you want it done right the first time, Hines is the place to call.
We have used them for over 25 plus years and have yet to be unhappy with their work.
They truly know what they are doing and how to do it well.

The first 2 trips by Hines were great! They cleaned and treated the hot tub and while the sand wasn’t completely removed, it was sparkly and nice.
Now that we’ve asked for a review of why the tub is leaking and why the thermostat is flashing, no one comes when they schedule the appointment.
Due on Thursday, no one showed. We come home on Friday to a not that they attempted but couldn’t because the gate is locked. Yes, the gate is locked on the days no one is scheduled to service the yard or hot tub.
They unexpectedly left another not on Wednesday. We’d not been advised they would try again the next week or given a day so we could unlock the gate. It’s called a phone! I’ve heard they allow you to call and let people know your plans.
We called back to get an appointment only to be told that we’d have to wait now that there are so many flooded pools from the recent storm but I’ll try to swing by between 5p — 6p.
Guess what happened!!! Can you guess???
No one showed. No one called.
Please use common courtesy and let your customers know when you can’t make a scheduled appointment and need to change it. That’s all we ask. We’re understanding people but we can’t leave the gate unlocked on the off chance you might show up. Our dog, Houdini, while blind, can sniff out an insecure gate within 5 paces and will be gone in a second.

Not had good luck. I’m not sure how they are organized, because they seem to «lose» appointments all the time. (See the review from Paul F.) This is what happens: You call, they say sometime next week — literally «sometime». You call again and they have no record of the appointment. My bet: They use a big whiteboard for the week, and when it’s full, they scribble notes on the edges about the following week. Come the weekend, the whole board gets erased.
Today they told me to «get the name of the person» I speak with next time. Without that name, they cannot help me.
Hmmmmm… Well guys, here is some advice:
1. Get a computer, or use your smart phone.
2. Log your customers.
3. Log your appointments.
4. When a customer calls and says «Look, you keep losing my appointments,» don’t blame them for not taking notes about your employees. How about offering a remedy instead? Ok Freddy? — so, yes, I got the name this time.

Ive used Hines whenever my jacuzzi hot tub needs some attention, first time call the circuit board gave up (warranteed no charge)
one time i had a leak the 3 guys who answered the call put it in its side and found the leak within minutes fixed it and it was ready to be refilled within the hour
i only paid the material used and for 3 guys labor but only for the time they were actually in the home 2 left after they as positioned on its side and returned to replace it in its original position, total bill less than the $ 1000 i had expected to pay from feedback received other companies. considering its a 8 year old tub
they get 5 stars for satisfaction, professional ability, reasonable prices & promptness

I would avoid them.
I used to be a fan. Used them for 10 years.
Then, this year, everything changed.
They fixed things for $ 1200 that did not need fixed (replaced the pump to the polaris which was working fine), cracked my pool wall while installing a light. Did all of that, and the original problem they were called for was never resolved…
Also, found out that I have been paying exorbitant rates all these years.
NEVER AGAIN!

Called on a rainy Monday morning to request service for my thirteen year-​old Jacuzzi fiberglass hot tub. While it’s been well maintained, it just ‘quit’ heating and any other operation other than maintenance-​cycle automatic low-​speed filter circulation. Was told that they would call as early as they could get to me; and was happy to receive a call on Wednesday afternoon telling me they were available if I was. The technician, Pat, arrived fifteen minutes later.

He was patient in removing some of the redwood decking that blocked access to the control area. After wrestling with a stripped decking screw and the dilapidated tub skirt for quite a while, he got access. The problem was immediately obvious; at some point, field mice had taken winter residence next to the heater (there was nesting material). Out of hunger or boredom, they had chewed through every control panel connector wire multiple times. He employed his diagnostic tools and (to my relief) determined that was the only damage. He happened to have replacement parts with him, and had everything installed, thoroughly tested, and buttoned up in no time.
Two lessons for everyone… Monitor your tub for similar rodent problems; it seems that the warmth and water are calling cards for this common problem. Second, the guys at Hines were friendly, competent, and thorough (and the price was decent).

Called for a repair on Wednesday and was scheduled for «early the next week». Next Monday rolls around and I call for a more accurate time. I was told that I would receive a call that day. Nobody called so I called on Tuesday. Then I was told there was no record of my appointment and it would be the following week for the repair.
Take a pass on these guys.

Great company. Real humans answer the phone, they schedule quickly and show up on time, and explain what’s being done and why. Their Jeff Lounsbury is the most knowledgeable spa repair guy I’ve met — he even used to build them — and good spa repair is not so easy to find in this town. After some mediocre experiences with other companies on this work I’m really glad to have found Hines. I think they can help me keep this old tub going for a few more years!

After calling four other companies, Hines came through with a specialist that services hot tub heaters and has electrical knowledge. The phone calls were answered by a person, were returned promptly by more live people, and they actually listened to me to help pre-​diagnose the problem. They sent out Dave R. the next day (another company couldn’t send out a techician for 2 weeks). Not only did Dave fix the problem, but he gave us an education about the workings of the whole system, and gave us the choice whether or not to fix a broken automatic valve that could open just fine if we turned it manually. He wasn’t in a hurry to get out of here, and he even affixed labels to help us make sense of all the PVC spaghetti around the pool pump. Joel and Dave are very nice, and we’ll use them again.