Everyone from the office staff to employees on site and outside contractors were excellent to work with. Considering the situation with Covid, the freeze and resulting consequences, Hines handled things as well as could be expected.

I was disappointed in the post-resurfacing service. I had received bids from other companies who included (or at least provided) full service brushing for the first 7-14 days. I asked for something similar from our sales person Frank, who quoted me $1250 for "Advanced Startup", but it turned out that this included only half the brushing for the first 4 days, and then cleaning service by someone who was apparently unqualified in dealing with newly resurfaced pools. This level of service was *well* short of the NPC startup recommendations (https://www.nptpool.com/pdf/npc-start-up-card-lsi.pdf), which I discovered online only after the fact. More clarity and options for brushing requirements in the first two weeks would have been helpful in ensuring the best outcome. In the future I will be choosing and recommending against Hines Pool for these reasons.

Absolutely never going to recommend

No communication. Conflicts with who in charge of what. Still some things to follow up on . I called again yesterday--finish under coping outside of pool, auto fill etc low spot in coping where water collects north end of pool, etc.

Initially, the overall experience was good, but then it turned bad very quickly. Jacob, our first cleaner, was very knowledgeable and did a great job but unfortunately got moved elsewhere. From then on out, we didn't get communication about when they were coming, and the pool wasn't being cleaned properly. The last tech wasn't even putting in the proper chemicals, and the pool turned green. We had to call time and time again because no one showed up on our scheduled days for a week. Then when we needed new pump filters, we had to call several times again because the person we were supposed to talk to would not call us back.

Hines always takes good care of us, despite the service backlog after the Central Texas Freeze.

Weekly cleaning service from George is the best. Expected faster repair service after freeze event as a weekly customer. Overall, still really pleased with Hines Pool.

Rodney Sammons provides superior pool cleaning service and promptly communicates any issues. He is also very knowledgeable, courteous, and professional.

Hines Pool & Spa always does an excellent job. They come as soon as possible and complete the work very quickly and with excellent quality. Have been using them for many years and am very satisfied with their responsiveness, work quality and price. I would not use anyone else for my pool service.

Would like more timely repairs, and better communication about results of repair, and why problem occurred.

These guys are great. Very responsive, professional, and really know what they’re doing.

Service technician Jesse Lulay took pride in his work and made sure everything was perfect before considering the job to be complete. Very satisfied.

Our rep Eric always comes to our rescue!

It's been a tough year and I really appreciated being able to rely on Hines to take care of my pool!

I have used several pool companies over the past 21 years. I have used Hines for the majority of those years. Their attention to detail and customer service are excellent. Turn around time for repairs is excellent. The skill and knowledge of their technicians is excellent. They are always willing to give me tips and help over the phone too.

We have used Hines for weekly cleanings and all repairs for years and they have always done a fantastic job!

You came out quickly for the actual repair, however; no one has followed through to come and clean my pool. I have made three calls in almost a month about this, yet to no avail my pool is still dirty. The continued run around regarding the pool cleaning is frustrating.

Have already.

They did an excellent job and we have already made two referrals to neighbors and friends.

Responded very quickly to my service request after the winter storm.

Have performed exactly as they said they would throughout the project.

You provide good service.

You guys are very responsive and professional.

The moment the phone is answered at Hines, you feel a certain confidence in Hines Pool

Hines was easy to work with, competitive pricing, and did great work.

Excellent customer service! My repair was completed the very next day.

Very Professional and Knowledgeable

Tim is the best!!!

Can’t recommend because Hines did not provide a service for me. See more detailed comments below.

The service was very good. Was a little disappointed in how much the bill was for changing out a pool timer.

The technicians are very knowledgeable and do a great job. They they are very polite and answer all my questions. Getting technicians to my house is usually done very quickly.

Friendly, Knowledgable

Great Service, and the workers were very respectful and did a great job.

Frank Maddox came to my home to review an access problem to my spa. He promised that he would look for a solution and get back to me. It's been about a month and I have never heard from him.

I have used you for pool maintenance and repair work in the pasty and will continue to do so. I don't have many friends or family with pools but I would recommend Hines if I did.

timely , complete, neat workmanship

Hines is the best. I’ve used them for 10 yrs. So responsive & quick!

The pool person was good. But follow up calls were not made and questions about my bill were not resolved.

They did a good job diagnosing and fixing what it was that was wrong

Our pool guy Rod is one the most professional individuals I have come across in a long time. He treats our pool like it was his own.

I wasn’t completely satisfied with my first appointment. However,management contacted me and made it right! Any organization with an attitude like that will get my business every time.

I brought forward an issue with their service and no one ever replied. It made the decision to leave very easy.

We have been using Hines for the last 7 years and Chris has been great to work with !

Areas For Improvement

Areas For Improvement - I have absolutely no complaints!

Areas Of Satisfaction

Areas Of Satisfaction - Every phase of the operation.

Recognized Excellence

Recognized Excellence - Peter Englebert to start with, He supervised every phase of the operation from start to finish and all of your personnel were professional in all aspects of their assignments.

Areas Of Satisfaction

Areas Of Satisfaction - I basically deal with Antonio and Jeff. Antonio is amazing. He goes way beyond to make sure everything is perfect. I recommend Antonio everyday Jeff comes out to look at the problem areas. He is great to deal with and gets the job done

Areas Of Satisfaction

Areas Of Satisfaction - Communication Friendly

Mike B has been exactly what I need after having 3 other shops work on my pool. Mike is extremely experienced and logical about how he solves problems and works with us.

Great job! Always diligent.

It took me a while to find a company that could replace the broken light fixture in our spa AND repair a few jets, which weren't working properly. After dealing with one company that never showed up, and then following up on several referrals, I was finally referred to Hines Pool & Spa. They were able to fix everything and at a good price! If you need help with your pool or spa, contact Hines.

Areas Of Satisfaction

Areas Of Satisfaction - I am completely satisfied, nay, delighted with our re-surfaced pool!