Paragon Pool & Spa Service & Supply

Rotten customer treatment. Over the past 5 years I’ve spent 1000s on a Jandylink, patching my deck using Paragon — and they sent me a $ 5 coupon (see attached). I stopped in, tried to buy a package of shock — they said no, you can’t use this — you need a $ 20 purchase. I said show me where it says that on the coupon! They said it doesn’t, they just told us that. I consider that lousy treatment and I won’t return.

I called them to help service my fountain. They do not service fountains and had no clue who could even help me. I’m surprised that they didn’t even know who they could refer me to.

People who work in the store are awesome,
They answer all my questions. They even maintain my pool to perfection! over all 5 stars for consistent great service

Just had a really bad experience with Paragon Pool Supply
The short story is that they came to my house on a service call to fix a gasket on my pool pump that was quoted to cost about $ 130.00. Before they did any work they talked about all the extras I would need to buy, then while they were supposed to be fixing the pump they took apart my filter, which had just been cleaned — broke the grids and said I needed new ones and quoted the cost at over $ 500.00
The details are:
I have been buying supplies off and on from the Simi Valley store near my home for years and when our pump gasket needed repair I asked about their service –you used to be able to bring pumps in.
They said it would be better to have their tech go to the site to look at the whole system and that the service call of $ 75.00 would be deducted from the labor for fixing the gasket — I was quoted $about $ 130.00 all-​together.
The repairmen got here right on time but had the wrong description on the paperwork.
I explained that we had damaged the pump gasket from running it with low pressure — I had cleaned and flushed the filter and lines and replaced the DM but the low pressure would return and so the vacuum wouldn’t work.
They looked at the pool and pump and explained that the filter would get dirty fast because we had some algae on the bottom so it would have to be cleaned and flushed two or three times after the pump was working.
I said ok that explains the problem, I’ll do that but I need the pump fixed can you do it? They said yes and one went to work on it while the other person and I talked about some small parts — a skimmer diverter and new basket.
–I should have had a clue when he asked me «Doesn’t your husband help you with this?»
I went inside for 10 minutes and came back out and they had the filter out and they had taken the grids apart and were cleaning it. I know this is something they charge for so I told them again — we can do that part ourselves ourselves.
They proceeded to tell me that the filter grids were broken at the top and sides and needed replacing and that they would go get more and would take care of the pool vacuming and cleaning and flushing the filter. All of this would come to $ 540.00 dollars without pool chemicals.
–I said that the grids weren’t broken when I cleaned it last week and they replied that they were old and broke easily when they were taken apart.
–My reply was that I didn’t ask them to clean the filter because I knew it would cost more– I didn’t have the budget for more than the pump repair and we would clean and flush the filter ourselves.
–I went inside and called Paragon in Simi where I had to tell 2 different people what was going on and they said they didn’t have anything to do with the technicians that I had to call a different number for the service department in Thousand Oaks — even though they were the ones who scheduled and sent the repairmen.
–I called the service number and got the Thousand Oaks store clerk who said the exact same thing that I had to talk to the service technicians who did the repair through the service department.
–I pointed out that I had called the service department and got him. He said that no one was there from the service department, they were all in the feild and would have to call me back. –I started asking questions about who I would talk to and were they a supervisor (?) and he got very rude and demanded my name and number and when I asked again for a name of a supervisor in the service department he said he didn’t know, and then finally said «Craig» would call me back, but he didn’t know when.
–The repairmen put the now broken grids back in the filter fixed the pump and charged me $ 55.00 dollars more than the quote.

I thought I would give them another chance even though my experience with them five years ago was terrible.
Well they’re still terrible, they still make you feel is if they’re cheating you. Na… Spoke to me like I just fell off the truck…, the prices he gave me were much higher than other places and he kept trying to talk me into a much lower quality pump instead of replacing the motor I had, at first he said you have to get a whole new pump almost $ 800.
Enough said, stay clear.

overpriced on all their products. Help was not very interested in the customers in their store. Today with everyone bending over backwards to give world class service they are definitely in the stone ages.

I recently purchased an expensive piece of pool equipment which I could have bought online for much less, but wanting to support local business, I went with paragon. My husband went in to try and get a few questions answered about retro fitting something to this piece of equipment only to wait 2 – 3 minutes at the front counter with the owner sitting across from him, head down — too busy to engage a customer. When he finally spoke up and said «excuse me could you help me», the owner barely acknowledged him, and extended absolutely no effort to help solve the problem. I know this to be true because the owner has done this to me numerous times. Let me just say every employee there has been nothing but wonderful, it’s the owner that needs an attitude adjustment.

Fast, friendly and seem to have what i need, when I need it. Special thank you to Dan and Nathan at the counter for taking such good care of me. I go in multiple times a week… I am a pool service technician and it’s refreshing to deal with knowledgeable staff that doesn’t keep you waiting~

Since writing the unfavorable review The owner has explained why the issues occurred. I feel comfortable with his explanation and would encourage anyone who needs Pool/​Spa repairs to consider Paragon Pool/​Supply.
My spa is an above ground over 12 years old and poses special service/​repair issues or any company to repair.

WARNING ! stay away from these people. They did an extremely poor job on the acid wash of my pool and dumped acid on my sidewalk that ate a trench into it. The owner is rude and combative when you call him with concerns. Their prices are the highest in town.
Leslies Pools is a little bit better, but Wet Feet Pools in Camarillo is the best for any service.

I had to laugh when I came here to write a 1-​star review for Paragon and found that many people had beat me to it. I called in asking for a pool light. After failing to communicate what exactly I needed I decided to drive down to talk to them. The teenager was unable to help me find a pool light (fixture and all) and told me to talk to the owner. He was very condescending and unhelpful. To top everything he wanted $ 500+ for a plain old pool light. That was after 10 minutes of pounding away on his computer. I guess pool lights are that commonly bought at pool stores? Anyways. A very indifferent feeling when you walk in his store. I don’t think he cares I’ll be doing business down the street at Leslie’s. The irony is my pool motor broke like 4 days after this experience and was more than happy to let Leslie’s take my $ 650 for a replacement.

When my pool is acting up, and I’m yearning for lousy customer service, this is the place I go to. The counter guy with the black hair is so full of rude indifferent attitude. I’ve had better customer service from cable companies, Target and the DMV.

I came in to get a blow up raft blown up. I can in expecting to pay. The manager I’m guessing told me he did not have a generator then the other guy said they did in the back but I would have to wait till the 8 other customers were helped. All that came in after me. Horrible horrible horrible!!!

I don’t like writing negative reviews. But this is a time it is warranted. Went in for some parts on a pump. The service guy was absolutely indifferent to me. I won’t call it rude. Just as if he couldn’t care less if I was there or not and that is not the first time it happened. He told me the parts were no longer available. Once home, a quick check on the internet found that they were readily available through several sources. He should had been more professional and at least say he didn’t’ carry them but I could find them online. Pool contractors I know rave about this place over Leslie’s but clearly, Paragon doesn’t like to waste their time with the general public, unless of course your’re going to drop some bucks on new equipment. By the looks of the reviews, I can see I’m not the first one to have this experience.

This Place is bad. Zero communion on ordering parts. after on month I gave up and went somewhere else and found out that there mark up is– get this 700%. They charged me $ 7.99 for a gasket that cost. 99 at another place. same with the jets for my spa $ 35.99 and at Leslie’s pool –$ 6.99. Be aware of them.

Wow, recently went to Paragon in Simi Valley and dealt with someone that was helpful and very friendly. I thought I would never go back to Leslies. Went into Paragon in Thousand Oaks only to find the total opposite of Simi Valley. The person at the desk who I would describe as having a short dark haircut, was really already upset with a customer at
The counter who, by chance was buying the same thing I was looking for and for the same pool light. If there is a term for the opposite of «customer service». Other than Rude, put out,” and obviously incompetent…” You don’t need to scan. Catalogues to find a pool light gasket. Match the one brought in! «. Go ahead and use that term here. Leslies– I’m back!

RUDE AND INCOMPETENT
I just got off the phone with Dan at Paragon Pool concerning a warranty issue. Something that should be extremely simple (exchanging a broken salt cell for a new one that is still under warranty and approved by Hayward) apparently is too «confusing» (his words) for his employee to handle for him.
In addition to not being efficient, Dan was incredibly RUDE. I told him I would call Hayward back and ask for another service provider to deal with. I would recommend Leslie’s Pool supply. It’s right down the street and they have better prices and are helpful.

Can I give them a zero?
I called them about an item I bought online that I had an issue with. They gave me a lecture how terrible online stores were and I would have a hard time returning it (it was Amazon and they already had credited me fully). That they couldn’t compete and I should not expect them to (I didn’t).
Now here is the fun part. They told me their value was support. If I bought item from them, they would help me with ANY issues.
So I bought it. Paid way more. Had an issue. Called them. First thing they tell me is to call manufacturer. Second thing was no returns and they were not a ‘try and exchange shop’!
Worthless. Go to Leslie’s or online.
Now there is a good ending. I called the manufacturer and they did me right.

Pool needed repair. Having used them once for repairs about 10 years ago, thought I’d try them again.
Called multiple times and each time could only get voice mail. Finally, I left a message saying I needed a repair and to please call me so I could make an appointment.
I never heard from them. They just lost my business.

I had a great and easy time there. The staff is really helpful and friendly. They take the time to explain your inquiries and make you leave happy. Prices are a touch above say ebay but not crazy.