PTL Direct - Pools, Tubs & Liners
9 days ago
excellent to do business with and top quality pool,,,very happy with the service and delivery
6 months ago
Christina was super helpful and I'm super happy to get such a great pool at this price! Thank you, PTL!
8 months ago
I had the pleasure of working with Ptl during COVID.
Purchased 21ft round kit, installed it myself with helpful suggestions from Ptl.
Have made various purchases since, prices always
Competitive (even against Amazon)
Whenever I order on line, it is shipped out same day.
If I have a comment or question while ordering
I get a real voice contacting me and process
Is immediately looked after.
8 months ago
I’d like to say What an excellent job and helpful experience Kristine and Dwayne spending the time and explaining to me the difference between the liners are I just replaced my liner for my pool, and I was very happy. they told me The things that I will need for I put in my liner. I recommend this company very highly and now I know where to go and get my pool supplies. It’s worth the drive.
1 year ago
Avoid at all costs. Horrible experience from beginning to end. Relatively straight forward order, 2 replacement ionizers for my swimspa. This company doesn't reply to emails so don't waste your time emailing as they won't reply. Kristina will answer the phone, but she regularly says she will do it that day but doesn't actually do anything. After repeated phone calls, they eventually sent my order and it was wrong. Therefore, I had to constantly call again to get a refund for the 1 ionizer they never delivered. Once again I was promised it would be refunded that night and it was never refunded. Eventually, I had to submit a dispute to my credit card company to get my money back which was eventually refunded 5 weeks after my initial order. They ask you to shop local, based on this experience I will never shop with them again.
1 year ago
Purchased Maui liner and it arrived fast and was installed the following week. Then last only 2-1/2 3 months and a large tear 2 inch from bottom appeared. Pool wasn’t used for 2 weeks prior was NOT covered. I was offered 10% off my next liner. So I just had installer order and install new liner. Very dissatisfied.
The Business Owner Replied:
Sherri we did not find an order in your name but we want to respond to your claim. A Liner warranty is only for manufacturers defect which is a seam separation. No holes or rips anywhere in a liner are under warranty by the manufacturers. We need to also express how important it is to have proper installation. A 52" pool should have the deepest point of the pool at 50" and there must be a minimum pool cove of 4 inches. If any of these requirements are not followed the liner is overstretched and more likely to rip or tear by ice or a kids play toy.
Written on 10/06/2023
Sherri we did not find an order in your name but we want to respond to your claim. A Liner warranty is only for manufacturers defect which is a seam separation. No holes or rips anywhere in a liner are under warranty by the manufacturers. We need to also express how important it is to have proper installation. A 52" pool should have the deepest point of the pool at 50" and there must be a minimum pool cove of 4 inches. If any of these requirements are not followed the liner is overstretched and more likely to rip or tear by ice or a kids play toy.
Written on 10/06/2023
2 years ago
Received my parts today, fast and excellent service. Thank you very much
We needed a new wall and liner for my older pool that I was unable to find anywhere else, this is great and I can't wait to be swimming again. Thank you.
2 years ago
2nd part.
My husband didn't want to do installation so they recommended someone to us, however if there is a problem with installation it is not there responsibility.
That being said the product is great and we have enjoyed our pool tons. We even.bought a heater from them to extend our usage. I would highly recommend them.
Love our pool!!!
2 years ago
We bought our above ground pool from this company and haven't had any problems with it. They dont dont do i stallation and my husband didnt even recommended someone to us for installation.
2 years ago
1 year after purchase, everything is great!
2 years ago
HORRIBLE!!! ZERO stars!!! Bet this won't be posted.
What can I not say!!
Answer the phone with 'hello', not 'PTL Direct, how can we help you'.
Spoke to on phone. Said 'do online order, cause I have a truck going to Sudbury next week' (April 20th). Filled out. Called 3 weeks later to inquire. 'We seem to have misplaced your order'. Apology accepted. 'Be there Friday'. Day off work (unpaid). No show. Call next week. "Ohhh, missing x1 part. Be there Monday'. Again, take Monday off (unpaid), no show.
Disappointed x2 little girls and x1 single father who took a lot of time and effort. Quick to take your money off your credit card thou LOL. Have to laugh or you'll cry!!!
2 years ago
We needed a custom size liner for our older above ground pool . We just ordered the closest larger size and the PTL folks made one to fit our measurements . Fit like a glove .
Very pleased !!
2 years ago
Christna was so helpful. She quickly sevured me a liner when I couldn't even get a call back from others. The liner is so nice. Christina delivered the order to me. She even recommended an installer, Gord, who was reasonable, arrived promptly and did a great job. He recommend a floor pad that will ensure the bottom doesn't get brittle and crack into bits like my last one did. Look no further for pool/hot tub supplies. ????????????
3 years ago
I got to be honest I was hesitant about sending you an etransfer as I have never dealt with you and for as many time I had searched for a supplier this was the first time I had seen your page.
Having said that when I spoke to one of your employees and she assured me you where legit I sent my payment and waited thinking all the time I probably just got scammed.
One day later I received an email saying my payment had been received and order was in process to be sent. 2 days later I get a call from the driver that he is in my yard and wanted to know where he could safely leave my new liner as we have 2 dogs and he didn’t want them to get into it.
So you have gained a new customer although my plan for the liner didn’t quite work out as planned. We only have a steel framed pool and due to Covid and all buying the proper liner was next to impossible so I thought I would try the overlap as I had seen some videos of people making it work. It was all good until I got the pool about 3/4 full and I was busy with other stuff and the liner fell in. So that pretty much did it for me for this year as I had to go away for work I will try again next season
Just need to figure out how to secure the liner.
Thanks for the awesome service
3 years ago
We bought a complete pool package this summer and the pump was broken right out of the box. It's been months now and they haven't replaced it.
The Business Owner Replied:
Good Afternoon Sheila
We reacted to your claim for warranty immediately upon receiving the pictures and information required to making the claim. We have to wait for Hayward Canada to accept the claim. If we had your pump in stock we would replace it. Hayward is very behind with orders and has not shipped us pumps that we have on order and has not responded to the warranty. We feel that your 1 star review is misdirected and should be on Hayward not PTLdirect. We are continuing to work with Hayward on your behalf to get your pump warranty.
Written on 10/04/2021
Good Afternoon Sheila
We reacted to your claim for warranty immediately upon receiving the pictures and information required to making the claim. We have to wait for Hayward Canada to accept the claim. If we had your pump in stock we would replace it. Hayward is very behind with orders and has not shipped us pumps that we have on order and has not responded to the warranty. We feel that your 1 star review is misdirected and should be on Hayward not PTLdirect. We are continuing to work with Hayward on your behalf to get your pump warranty.
Written on 10/04/2021
3 years ago
Very happy with our pool. Everything is as advertised. Quality seems very good. There was a minor problem with one part that PTL informed us of and replaced within a week. The instructions could be better, but all in all a good experience so far.
3 years ago
All I can say is nothing but great things about the above ground pool I purchased, great quality, easy to assemble, fast delivery and most importantly great customer service dealing with Christine. I had some installation questions and I spoke with Christine and Gord who were very helpful. Gord was especially helpful in clarifying a couple of specific skimmer installation methods and options that I had inquired about. This company and their customer service team is terrific. I highly recommend PTL Direct .
3 years ago
Great product! As an installer we Havnt come accross a manufacturer that has this level of fit and Finnish. Very robust tracks! Dimensions and tolerances are great. The only constructive criticism is on the top rails could be improved upon. Other wise great to assemble.
3 years ago
When the Spring thaw hit we knew right away there was a problem with our above ground pool! The entire liner had ripped in numerous places and all the water was gone! We called quite a few pool places and no one had any liners available. PTL was my last hope and Christina and her staff came through for me! Twice!! The first measurements that I took were wrong and I had to reorder. With very little product available to her, Christina put me back on her list to make a new liner, IF she was able to. To say the least, I was a bit of a pain in the butt to her! She was great though! Christina and the staff of PTL are amazing and I appreciate them and their hard work! As I write this they are working on my new liner so that my family and I have our pool again this summer! Thank you so much again for your patience and hard work!! I would definitely call them for any of my pool needs in the future! :)
3 years ago
I got my pool in april i just finish setting it up super hard to understand the instructions,no pics or drawings to help you + theyare in general for like 7 different models, not specific to the one you have.i had a cheaper and smaller pool before and that one came even with a cd!!.. The fittings are really bad my pool it's leaking from everyone,i'm going to have to go to a pool place to buy better ones..the clams don't hole at all..costumer service very poor.for a $ 4000.00 pool you expect much better service,much better supplies and a much better instruction booklet...
The Business Owner Replied:
Hi Carlos. We are confused what instructions you were using to install your pool. The instruction booklet we send with our pools, as well as our online PDF instructions, are only for the one model of pool we manufacture and have an average of 3 to 5 photos/diagrams per page. We also would have been happy to answer any questions you had regarding installation over the phone. We understand that videos can make installation even easier and are currently working on adding more installation videos to our website.
We are sorry that you are having trouble with your fittings. Please remember that they can only be hand tightened, otherwise this will damage them and result in leaks. We are proud to say that our fittings and clamps are manufactured here in Canada and in the United States and have worked well for all of our other customers this season.
Overall, we appreciate that you took the time to provide us with feedback and we hope you enjoy swimming in your pool for years to come.
Written on 06/21/2021
Hi Carlos. We are confused what instructions you were using to install your pool. The instruction booklet we send with our pools, as well as our online PDF instructions, are only for the one model of pool we manufacture and have an average of 3 to 5 photos/diagrams per page. We also would have been happy to answer any questions you had regarding installation over the phone. We understand that videos can make installation even easier and are currently working on adding more installation videos to our website.
We are sorry that you are having trouble with your fittings. Please remember that they can only be hand tightened, otherwise this will damage them and result in leaks. We are proud to say that our fittings and clamps are manufactured here in Canada and in the United States and have worked well for all of our other customers this season.
Overall, we appreciate that you took the time to provide us with feedback and we hope you enjoy swimming in your pool for years to come.
Written on 06/21/2021
3 years ago
0 star!!!
Worst company I have ever dealt with in my life!!
Poor customer service.
Order was places April 5/21 and was told it would deliver in 3 business days. Then was told end of April, then May 17th, then May 25th would send end off month. Then June 4th told they were just making the pool!!! It took till June 11/21 to receive with no instructions for anything even though I asked and was told they are in the box. Will never shop here again!!!
The Business Owner Replied:
Hi Lisa. We are sorry that you were not happy with our customer service and that there was such a delay on your pool arriving. It seems that there may have been a miscommunication issue regarding your pool being delivered in 3 business days since we have not had an estimated processing and delivery time that short all season. We do understand that it can be frustrating to be notified of delays on your pool and your order was certainly delayed much longer than we had hoped for. However, all of our customers who ordered our salt-friendly packages were informed ahead of time that we were waiting on an essential part from one of our resin suppliers before we could ship your pool to you. Unfortunately, delays and reduced staff due to COVID-19 has made it a very challenging year for us and we are sorry that you were one of the few customers whose order was delayed due to our supplier being behind. It is our number one priority to make sure our customers are happy and we hope that even with the delays, you are able to enjoy swimming in your pool all summer.
Our instructions are in our MUK boxes so please double check in there for the instruction booklet. You can also view the PDF version of our installation instructions here: https://poolstubsliners.com/Instructions&Warranties
Written on 06/21/2021
Hi Lisa. We are sorry that you were not happy with our customer service and that there was such a delay on your pool arriving. It seems that there may have been a miscommunication issue regarding your pool being delivered in 3 business days since we have not had an estimated processing and delivery time that short all season. We do understand that it can be frustrating to be notified of delays on your pool and your order was certainly delayed much longer than we had hoped for. However, all of our customers who ordered our salt-friendly packages were informed ahead of time that we were waiting on an essential part from one of our resin suppliers before we could ship your pool to you. Unfortunately, delays and reduced staff due to COVID-19 has made it a very challenging year for us and we are sorry that you were one of the few customers whose order was delayed due to our supplier being behind. It is our number one priority to make sure our customers are happy and we hope that even with the delays, you are able to enjoy swimming in your pool all summer.
Our instructions are in our MUK boxes so please double check in there for the instruction booklet. You can also view the PDF version of our installation instructions here: https://poolstubsliners.com/Instructions&Warranties
Written on 06/21/2021
3 years ago
I dealt with PTL last week on the phone as we ordered a pool online and had no ETA for the shipping. When I called the lady on the phone sounded very uptight and short. She sounded very annoyed and even had moments where her voice was raised. Bottom line, they didn’t have our pool. Or the other pool that she offered me only minutes prior. So, you are sold out of what we needed. I get it. It’s COVID and short supply everywhere. My issue was the fact that this ladies customer service was terrible! As a fellow business owner, if my staff ever talked to a patient and belittled them on the phone or in person, they would NOT have a job to return to the next day. I have never in my life been spoken to like that ( except from my parents when I was in trouble as a kid). This is NOT a customer service issue. This is an obvious attitude/personality issue. I don’t know if any amount of training would help this lady speak kinder and more empathetic on the phone. I could feel the anger in her voice. It literally choked me through the phone! I recommend not shopping with PTL pools. Not because they don’t have the pool that we had ordered and paid for. But because sometimes we need to hear the harsh realities of our relationship with others in order to create change. This is constructive criticism and I hope it’s taken to heart because we strongly feel that your business (if you treat it like your baby) should be a direct reflection of your personality, then THRIVE. Not thrive only because your prices are better then the competition. I honestly hope you read this, and as a fellow business owner look into the deeper issues here. It’s not your customer service, it’s you.
The Business Owner Replied:
Hi Sarah. Thank you for taking the time to share your detailed feedback with us. We are sorry to hear that you did not have a good customer service experience. Please know that we are taking this feedback seriously and will use it to improve the quality of our customer service. Our customer service reps have been informed about your experience and we are monitoring the situation to ensure that our customers are receiving the best experience possible and that this will not happen again in the future.
Written on 06/21/2021
Hi Sarah. Thank you for taking the time to share your detailed feedback with us. We are sorry to hear that you did not have a good customer service experience. Please know that we are taking this feedback seriously and will use it to improve the quality of our customer service. Our customer service reps have been informed about your experience and we are monitoring the situation to ensure that our customers are receiving the best experience possible and that this will not happen again in the future.
Written on 06/21/2021
4 years ago
We looked all spring and summer of 2020 for an above ground pool and everyone was sold out! The staff at PTL Direct came to the rescue and had some in stock in August! I cannot praise the customer service enough. We were new to the world of pools and they answered every newbie question promptly and clearly. And when we were a few parts short, they actually delivered them to our mailbox personally. For real. Thank you, PTL, for the great service and a great product. 5+ stars and would send my friends here in a heartbeat!
4 years ago
We received our pool on July 1st and I am still waiting for the top rail resin caps to complete the project.
The Business Owner Replied:
It has been a very difficult year to do business. As you can imagine no one was prepared for Covid-19. We put out pools as fast as possible with all the restriction that were put on us. We did not expect that our order of plastic decorative caps would be pushed aside for PPE. That being said we fully support our vendors decision. It left us in a bad position but PPE was and is more important than our decorative caps. We felt that we should not hold up shipping a pool for the decorative cap. It would have meant hundreds of families would have gone without a pool all summer. We have shipped your caps to you and wish we could have sent them sooner. To date our vendor has not supplied our entire order. We look forward to the day business will go back to normal. Hope you have enjoyed swimming this summer.
Written on 09/13/2020
It has been a very difficult year to do business. As you can imagine no one was prepared for Covid-19. We put out pools as fast as possible with all the restriction that were put on us. We did not expect that our order of plastic decorative caps would be pushed aside for PPE. That being said we fully support our vendors decision. It left us in a bad position but PPE was and is more important than our decorative caps. We felt that we should not hold up shipping a pool for the decorative cap. It would have meant hundreds of families would have gone without a pool all summer. We have shipped your caps to you and wish we could have sent them sooner. To date our vendor has not supplied our entire order. We look forward to the day business will go back to normal. Hope you have enjoyed swimming this summer.
Written on 09/13/2020
4 years ago
Has changed our life, pool is easy to maintain and the 12 round works perfect in a smallish city backyard. Couldn't be happier and Gord, the installer was 100% amazing. Great, affordable investment!
4 years ago
Hi Christina, we still have not recieved our other parts for our pool,? when i talked to you a week ago you said another week ,Havent heard from no one Please advise
4 years ago
I’m reading all the reviews on here and they’re all good??? My experience has not been satisfactory at all!
I placed my order almost 6 weeks ago and still no pool. No one has gotten back to me with my emails or by phone. I just keep getting a generic email response and no one ever answers the phone. They say they are shipping within 3-4 weeks from the date of order and they will contact you when your order is ready.... like I said above it’s been almost 6 weeks since I ordered (6 weeks on Tuesday to be exact) and I have yet to hear from anyone. Clearly they are not getting the pools/orders out in 3-4 weeks! It is beyond frustrating, especially trying to organize a time for when the installation can happen on my end. I would not recommend this place to anyone at this point especially with the poor customer service or shall I say lack there of...
4 years ago
We love our pool! Huge thank you to PTL Direct! For your patience with my many questions and your advice! We received our pool within a week of ordering it, I was very impressed, great quality! Thanks again!
4 years ago
We bought the pool in May 2020 and set it up June 2020. Any questions we had were answered quickly. Delivery was within a week of purchase. Everything went smooth. The pool is great. We have already enjoyed swimming in it. Thanks for everything!
The Business Owner Replied:
Still waiting for rest of pool to come,Top Caps, Pool is installed but no top caps,Both Covers missing
Written on 07/02/2020
Still waiting for rest of pool to come,Top Caps, Pool is installed but no top caps,Both Covers missing
Written on 07/02/2020
4 years ago
I bought a 21 foot pool last summer 2019 didn’t assemble it until fall so we never used it until now. Kids love it. I talked to Kristina on the phone and she gave us a great deal. She delivered it to us within a weeks time. I recommend this company they seem very honest. Make sure you ask for sales receipt I never did get one. Other than that everything was perfect.
4 years ago
Awesome pool. replaced our storm damaged on with the same thing. good quality,got short shipped on some parts and hard to get an answer from the company. summer is going by and want to use the pool some day.disappointed maybe should have purchased pool else where.
The Business Owner Replied:
We have looked up your order and see that you purchased our product in September of 2019. There was no report of anything missing until we see this review. Our records show that the package you ordered should have Steel top and bottom rail. We are happy to switch out the resin connectors with steel ones or you can use the resin connectors with the steel rail. Let us know what you decide. Enjoy your swimming pool
Written on 06/03/2020
We have looked up your order and see that you purchased our product in September of 2019. There was no report of anything missing until we see this review. Our records show that the package you ordered should have Steel top and bottom rail. We are happy to switch out the resin connectors with steel ones or you can use the resin connectors with the steel rail. Let us know what you decide. Enjoy your swimming pool
Written on 06/03/2020
4 years ago
It was a little hard to get someone on the phone but that’s understandable since it’s summer and I bet everyone is buying a pool. Once I got on the phone, I had a great talk with a Kristina who helped talk me through the needs for my pool. It was great because it didn’t feel like she was just trying to sell whatever she could but was actually trying to help. Loved this place. Love my pool
4 years ago
Overall pretty happy with the service got our order within I wanna say a week. The only thing I find that needs updating is the site a little deceiving when you see a price, then when you click on the size you need it almost doubles. But still very reasonable
5 years ago
PTL delivered right to my door with shipping that did not compromise the great quality that was included. I will be referring others to them as I know of family and friends who would enjoy their service. Thanks for being so friendly!
5 years ago
I just received replacement liner last week. Sadly, the old liner was ripped by ice. But the replacement was shipped directly to my door and came in under a week. Amazing service and great quality. I only wish I had this pool longer.
5 years ago
PTL direct were very prompt in answering any questions I had and they exceeded my expectations to ensure I was meeting what I needed. They ensured that I was not lost throughout the process, and the quality was beautiful. Best of all, it was delivered straight to my door with quick and safe delivery.
5 years ago
Well I did it. Bought new 21' round above ground from PTL to replace my collapsed Atlantic. Installed myself. Sales team, I dealt with Kristina, was very helpful and able to provide me with a pool that fit on the same footprint as my old one. Save me a bit of work prepping the ground, but I still had to lay quite a bit of bedding and re-level it all. Assembly of the frame and wall was pretty simple after i rigged up some long 2x2 posts to support the wall as i fit it in place. Would strongly recommend anyone installing their own, hammer some 2x2 posts around the outside of the perimeter to hold the wall while you fit into the bottom track.Since these things don't come with instructions, you may resort to google and youtube for advice, BUT there is lots of bad advice and videos out there. I ended up being miss-educated on liner install and skimmer cut out. I cut the hole in liner before fastening the skimmer in place. DO NOT DO THIS!!! The liner sags and it makes getting a good seal between the liner and skimmer gasket nearly impossible, although I thought it went well. That is, until I filled the pool past the skimmer and it started leaking all around like a sieve. Immediately I contacted PTL, realizing what I had done wrong. Gord was a great help in lending advice on how to fix and do properly. Thankfully was able to glue a liner patch on the backside of the liner at the skimmer, refasten the skimmer, and perform the liner cutout. All is great now, after a few sleepless nights. Greatly appreciate all the help received and great product from PTL. Looking forward to enjoying the pool. PTL....you should consider making your own installation videos so customers have a reliable source of information when performing self-installs.
5 years ago
I am very disappointed with this company.Order a pool from them after putting it up we noticed that the stairs were not the ones she suggested to us that my husband said to order the ones you guys suggest.We get a totally different set of steps that are missing parts .My husband calls and she says I will order them Tuesday because Monday was July 1st. I call again Monday July 7th about a order for fencing and to find out shipping isn't free after a certain amount and that they are outta stock so I cancelled the order.Reminded her about the stairs again and she had totally forgot about it so still haven't received all the parts.Noticed that there should have been ball valves in the package that we did not receive either.Never even received a bill of sale emailed them about it and asked for one for my own records still havent heard from them.When you call there she just says Hello no company name which is weird as well and when you bring it to her attention somethings she has screwed up she gets a bit ignorant with you. If I could reorder this pool I definitely would not go there again.
The Business Owner Replied:
We are very sorry that we missed following through on your initial request to replace missing parts for your stairs. As we do not manufacture the stairs ourselves, there is a longer process to get replacement parts. Unfortunately, a step in the process was missed, resulting in your initial request to not be processed. We have procedures in place to avoid issues like these and will work on improving them so that this does not happen again. We understand that it is frustrating to have missing parts with the stairs, but we did send the you the exact stairs that you ordered. We are actively working with you sort out the missing parts for the stairs and, as you have already been informed, the parts have been ordered and are being sent to us from the manufacturer. As soon as we receive the parts, we plan to ship them to you free of charge. Since we do not manufacture the stairs ourselves and simply stock them, any issues with quality or missing parts should go directly to the stair manufacturer. If you would like to contact the stair manufacturer directly, we would be happy to provide you with their contact information. In terms of the missing valve, we were only informed of this just minutes before you posted this review. We try to work on customer requests as quickly as possible but the minutes between your call and when this review was posted was not enough time for us to have the entire issue resolved. We hope that you can understand and will have the valve mailed to you. We apologize that you were not happy with our freight protocols and did not feel you had a good customer service experience. Our freight protocols are easily accessible on our website and we are sorry that you missed that. Our customer service reps work hard to ensure that every customer has a good experience and do their best to serve customers promptly. We have sent you all of the documentation that you requested but would be happy to send it again if you need. Thank you for sharing your feedback with us. We would like to clarify that we carry these steps since they are high quality and our customers are always happy with them. The missing parts are not something we can be held accountable for since this is not something we manufacture. Please let us know if there is anything else we can help you with. Enjoy swimming in your new pool.
Written on 07/11/2019
We are very sorry that we missed following through on your initial request to replace missing parts for your stairs. As we do not manufacture the stairs ourselves, there is a longer process to get replacement parts. Unfortunately, a step in the process was missed, resulting in your initial request to not be processed. We have procedures in place to avoid issues like these and will work on improving them so that this does not happen again. We understand that it is frustrating to have missing parts with the stairs, but we did send the you the exact stairs that you ordered. We are actively working with you sort out the missing parts for the stairs and, as you have already been informed, the parts have been ordered and are being sent to us from the manufacturer. As soon as we receive the parts, we plan to ship them to you free of charge. Since we do not manufacture the stairs ourselves and simply stock them, any issues with quality or missing parts should go directly to the stair manufacturer. If you would like to contact the stair manufacturer directly, we would be happy to provide you with their contact information. In terms of the missing valve, we were only informed of this just minutes before you posted this review. We try to work on customer requests as quickly as possible but the minutes between your call and when this review was posted was not enough time for us to have the entire issue resolved. We hope that you can understand and will have the valve mailed to you. We apologize that you were not happy with our freight protocols and did not feel you had a good customer service experience. Our freight protocols are easily accessible on our website and we are sorry that you missed that. Our customer service reps work hard to ensure that every customer has a good experience and do their best to serve customers promptly. We have sent you all of the documentation that you requested but would be happy to send it again if you need. Thank you for sharing your feedback with us. We would like to clarify that we carry these steps since they are high quality and our customers are always happy with them. The missing parts are not something we can be held accountable for since this is not something we manufacture. Please let us know if there is anything else we can help you with. Enjoy swimming in your new pool.
Written on 07/11/2019
5 years ago
Terrible. Just spent over 4000+ for an above ground pool. Just hired professionals to put uo the 18 ft pool. And found 3 leaks in the liner. They told us to do a dye test to prove it. We did and the dye went in and we put a paper towel in the track and dye came out. We filmed it and they will not accept it as a manufacters problem. We are now fored to buy another liner,BUT CERTAINLY NOT FROM PTL
The Business Owner Replied:
We understand that it is frustrating finding a leak in your liner after spending $3000 on a pool. We have been trying to work with you to find the issue. We sent you pictures of what a seam separation looks like and we also sent a video on how to do a contrast colour leak test. We watched what you sent us and you can see that your contrast colour is not moving, which means there is no hole there. We are also not able to see a seam separation in the video. Unfortunately, without visible proof of a seam separation we are not able to determine whether this fits under our warranty for manufacturer's defect. We have been working as quickly as we can to resolve this issue for you but since seam separations are rare and hard to determine, an immediate solution is not always possible. It has been less than 24 hours since you informed us that you are having a problem and we have been actively working with you to remedy the situation. We have also received your email request to purchase a new liner. We are happy to help you with that if you no longer want to proceed with finding the issue with your current liner.
Written on 07/09/2019
We understand that it is frustrating finding a leak in your liner after spending $3000 on a pool. We have been trying to work with you to find the issue. We sent you pictures of what a seam separation looks like and we also sent a video on how to do a contrast colour leak test. We watched what you sent us and you can see that your contrast colour is not moving, which means there is no hole there. We are also not able to see a seam separation in the video. Unfortunately, without visible proof of a seam separation we are not able to determine whether this fits under our warranty for manufacturer's defect. We have been working as quickly as we can to resolve this issue for you but since seam separations are rare and hard to determine, an immediate solution is not always possible. It has been less than 24 hours since you informed us that you are having a problem and we have been actively working with you to remedy the situation. We have also received your email request to purchase a new liner. We are happy to help you with that if you no longer want to proceed with finding the issue with your current liner.
Written on 07/09/2019
5 years ago
Order our liner last fall using the instructions provided. This spring we installed it, ourselves, and it fit perfectly. Would definitely recommend this company and would order from them again.
5 years ago
I'm a bit conflicted with giving this review at 4 stars, but I'm taking into account the fact that this small family business is likely being run in every direction to keep its growing customer base with the same limited staff. All that said, I ordered a pack of vinyl pool fencing since some of mine was damaged over the winter. I called numerous times to get a shipping cost since I paid immediately via PayPal, and no shipping cost was provided upfront. I called 5 or six times over the past week to get the shipping cost. In the end, I wasn't charged any shipping and it is now shipped (5 business days - not terrible). Considering the price compared to other pool places, I can live with it.
5 years ago
PTL is truly a first class company to deal with! I can’t say enough good things about Kristina and PTL! We relocated an 18’ above ground pool and required a lot of parts...such as liner, foam cove, gorilla pad, pvc fencing, cover, etc....as well as some advice! Pricing was excellent, shipping was fast and advice was excellent! Thanks for everything.
5 years ago
I searched everywhere for pricing and quality. I decided to order here. I installed my 21' agp last may(2018) and I am happy to say it is still as perfect as the day I installed it. I couldnt be happier with this company and highly recommend them. They always answer and silly questions I have, and they stand by their product. Great company. Thank you!
5 years ago
Our search for a pool at the best price and quality led us to PTL Direct. They were by far the best bang for the buck. We ordered it on Friday afternoon, thinking we would have it in a cpl weeks. We were out of town on Saturday, when we got a call saying our pool would be here Sunday. We were happily shocked. Kristina arrived in our little town on the shores of Lake Huron with our pool, a smile, and some great instructions. We are looking forward to sending anyone who asks to PTL. Wish i could give 10 stars.
6 years ago
Just finished installing my pool and I couldn't be happier with it! Customer service answered all of my questions and ordering my pool was a breeze. The quality of this pool is great and I can't wait to use it all summer. Definitely recommending PTL Direct to all of my friends and family!
6 years ago
While it was a very pleasant experience calling this company and placing the order... I called on Friday.. Monday was a holiday.. I found out only Wednesday afternoon by calling myself that this company had no pool covers my size in stock and could find none anywhere. I will have to pay more and buy locally. I don't see why availability could not have been verified on the day I called. The person I spoke with was friendly and professional... Six days later... No availability is seriously unprofessional
The Business Owner Replied:
We understand that not having inventory is very upsetting. Normally we would be able to give you an inventory status immediately. When you called on Friday the staff had already left for the long weekend. We only returned to work on Tuesday. On Wednesday morning sales was informed of the lack of inventory and immediately went to work to find solutions to remedy the shortage. None of our resources had any inventory either. We have credited you back for your purchase and to help with the greater price that you will have to pay for the leaf net we extend a 10% discount on your next purchase with us.
Written on 10/11/2018
We understand that not having inventory is very upsetting. Normally we would be able to give you an inventory status immediately. When you called on Friday the staff had already left for the long weekend. We only returned to work on Tuesday. On Wednesday morning sales was informed of the lack of inventory and immediately went to work to find solutions to remedy the shortage. None of our resources had any inventory either. We have credited you back for your purchase and to help with the greater price that you will have to pay for the leaf net we extend a 10% discount on your next purchase with us.
Written on 10/11/2018
6 years ago
I purposely choose to order my liner from PTL vs other competitors as I read it was a family business and I decided to order from here. Extremely disappointed! Ordered the liner online, called to follow up on the liner delivery date, only to discover my choice of pattern was out of stock. I only found this out because I called. If I hadn't called, I would probably still be waiting. At this point, I had two options: cancel the order completely, re-order with another company, and maybe get a new liner by end of summer; or go with the ONLY liner choice available (the fish). I was told a new one would be sent out that day, but even that took over a week to arrive. I won't be ordering from or recommending PTL in the future.
The Business Owner Replied:
We are sorry that you are unhappy with the pattern choice. As a seasonal company it is hard to maintain inventory late in the season. It has been a very busy year . So much so that the raw material suppliers could not keep up with our orders. This translates to us running out of patterns. We have discussed what needs to be done so the site can be updated quickly you will never have to be disappointed. We are striving to be number one for customer service in our industry. Thank you for your feedback it helps us build to meet our goal.
Written on 08/15/2018
We are sorry that you are unhappy with the pattern choice. As a seasonal company it is hard to maintain inventory late in the season. It has been a very busy year . So much so that the raw material suppliers could not keep up with our orders. This translates to us running out of patterns. We have discussed what needs to be done so the site can be updated quickly you will never have to be disappointed. We are striving to be number one for customer service in our industry. Thank you for your feedback it helps us build to meet our goal.
Written on 08/15/2018
The Business Owner Replied:
Order pool liner for my pool in June , got it really fast great service. Calling back today to order winter cover getting great service.
Written on 09/20/2018
Order pool liner for my pool in June , got it really fast great service. Calling back today to order winter cover getting great service.
Written on 09/20/2018
6 years ago
I couldn't believe how easy the process was and the amazing the customer service was we experienced! Talked on the phone more then once to make sure we were making the right choice for our family and helped with all of my questions. Anyone looking for a pool or accessories we will always recommend! Thanks for everything PTL!
6 years ago
Ordered pool liner on monday july 23 @ 9pm received it july 30 1pm. I would for sure order from these guys again.Seems like a good company to deal with. Best price i could find. For sure recommend this company.
6 years ago
Ordered on Tuesday July 2nd. Called before hand to make sure of how long it would take to get here. Was told I would have it by Friday. Called a local company to set up a time to get our pool filled for Saturday. Friday comes and I get a call saying the company they use do not ship to my area. Asked me to pay a extra 38 dollars . That I did. And was told I'll for sure get it Monday. As they were using sAmeday right away . Called Monday no answer. Called another 5 times all with leaving a message no call back. Tuesday comes finally gets a hold of someone. She told me she WOULD call back to me with a tracking number. She calls back 2 hours later with the tracking number and it was the wrong one..... and they did not use sameday right away they used canpar. I then took it upon myself to call canpar the lady I spoke with was fantastic gave me my right tracking number . So I could finally track my package . Tracked my package AND IT JUST LEFT THE TORONTO AIRPORT!!!!! Not only that the lady at canpar told me it was not expected to arrive until July 17th!!!! Needless to say I was not happy . Called and told the lady about this at pools tubs liners and her response was want do u want us to do about it. NOTING ABSOLUTELY NOTHING . I TOLD YOU I WILL BE LEAVING A BAD REVIEW AND HERE IT IS. Do not order from this company. You can not get honest answers from this company . I understand this is your busiest season. But this I why I called BEFORE I ordered to check the arrival time.. GUESS WHAT!!!!! ITS STILL NOT HERE. POOLS TUBS AND LINERS I WILL NEVER ORDER FROM YOU AGAIN. YOU HAVE NO CUSTOMER SERVICE SKILLS AND ARE A VERY DISHONSET BUNCH!!!!! DO NO ORDER FROM HERE
The Business Owner Replied:
We completely understand that customers would like quick and accurate responses. We have had issues this year with getting to all the phone calls. It has been very hot . As a seasonal business and never sure of how hot it will be it is hard for us to have the right amount of staff to answer your calls. We are always looking for solutions. Being in a specialized industry the training on the product takes most of our representative years to learn. Our shipping is for Intercontinental Canada we are sorry that we had to charge the extra money for shipping but this is a cost that is passed to us from all of our courier and freight companies. There must be have been a misunderstanding between when we were to ship the product and when it would arrive. We will talk to our customer service representatives about the response you were given. When we read your review we came up with the beginning of a solution. So that all customers understand when they will receive their product. We are going to post transit times for across Canada. We realize this is not the solution that you need this instant but we want to let you know we hear your complaint and take it seriously and want to improve.
Written on 07/11/2018
We completely understand that customers would like quick and accurate responses. We have had issues this year with getting to all the phone calls. It has been very hot . As a seasonal business and never sure of how hot it will be it is hard for us to have the right amount of staff to answer your calls. We are always looking for solutions. Being in a specialized industry the training on the product takes most of our representative years to learn. Our shipping is for Intercontinental Canada we are sorry that we had to charge the extra money for shipping but this is a cost that is passed to us from all of our courier and freight companies. There must be have been a misunderstanding between when we were to ship the product and when it would arrive. We will talk to our customer service representatives about the response you were given. When we read your review we came up with the beginning of a solution. So that all customers understand when they will receive their product. We are going to post transit times for across Canada. We realize this is not the solution that you need this instant but we want to let you know we hear your complaint and take it seriously and want to improve.
Written on 07/11/2018
6 years ago
Kristina at PTL has restored my faith in on line buying. Great customer service, she delivered our pool on the day she said it would be even though it was late in the evening, explained everything thoroughly and recommended an installer, which worked out well. We would definitely recommend it to anyone. thank you Kristina and PTL
6 years ago
Customer service was able to answer all of my questions and was very friendly. We also had shopped around and PTL had the best price for our liner..Will choose again for sure.
7 years ago
Excellent customer service.they delivered my liner right to the house price was excellent. We install the pool liner and it fit perfectly. Would absolutely recommend this company.
8 years ago
Very pleased with the product and service. They personally delivered my new pool to my door after hours. When the installer found that we were missing a few parts, they sent a truck some 110kms with the required parts to complete the job without delay and extra cost from my installer. The pool is fantastic!. The kids (myself included) LOVE this beautiful addition to my backyard. Pump is quiet and maintaining the pool is incredibly easy. Compared to others, this is a superior product at a fraction of the cost! Thank you!
8 years ago
Ordered a pool. It came missing a joining part. called to get it shipped out. they told us it was overnight-ed and to call back for a tracking number. They wont answer the phone or call me back apparently its been shipped out twice but never overnight as apparently now that not something UPS does??? Bottom line a month an half has gone by and still no part or any tracking numbers ? Also emailed and texted. the only responded when we texted that we called visa to put in a claim for a Pool we cannot install. not to mention summer is almost over so no pool this year? The only time they answered the phone was when I blocked the number. and every time they said for us call us back for a tracking number. We have called over 20 times Now I have a very expensive heap of junk in my yard.
The Business Owner Replied:
James and Jenny, thank you for feedback. We are always looking to improve, and we value both praise and constructive criticism from our customers. Our customers’ experience is important to us, and it’s distressing to us any time that experience isn’t a positive one. You are correct it was too long for your parts to be shipped. Although circumstances outside of our control were the cause, it’s as unacceptable to us as it was to you that you as the customer suffered the result. When the problem with your order was identified, we dropped the parts at a UPS store and it went into renovations and the package was small and got missed. When you informed us that you still had not received the parts we resent them from a different UPS store. It was absent minded not to ship them overnighted as this is not our standard procedure. We have sent you the tracking of the parts and according to the tracking they have arrived. Most of our customers are very pleased with our products and our service, and it’s our hope we can successfully provide you a better experience on any other pool product purchases.
Written on 08/25/2016
James and Jenny, thank you for feedback. We are always looking to improve, and we value both praise and constructive criticism from our customers. Our customers’ experience is important to us, and it’s distressing to us any time that experience isn’t a positive one. You are correct it was too long for your parts to be shipped. Although circumstances outside of our control were the cause, it’s as unacceptable to us as it was to you that you as the customer suffered the result. When the problem with your order was identified, we dropped the parts at a UPS store and it went into renovations and the package was small and got missed. When you informed us that you still had not received the parts we resent them from a different UPS store. It was absent minded not to ship them overnighted as this is not our standard procedure. We have sent you the tracking of the parts and according to the tracking they have arrived. Most of our customers are very pleased with our products and our service, and it’s our hope we can successfully provide you a better experience on any other pool product purchases.
Written on 08/25/2016
8 years ago
Great service
The Business Owner Replied:
Thank you for your review. Enjoy your pool
Written on 05/30/2016
Thank you for your review. Enjoy your pool
Written on 05/30/2016
8 years ago
My experience with PLT Direct was excellent. They went above and beyond by personally delivering my hot tub liner to my door!
9 years ago
We had a great experience with PTL Direct. Customer service was able to answer all of our questions and was very friendly. We also had shopped around and PTL had the best price. The order process was quick and easy and our solar blanket was delivered right away. It fit perfectly! We highly recommend them.
9 years ago
Ordered an in-ground replacement liner and solar blanket. Experienced quick, friendly, knowledgeable information with quality product at a great price.
9 years ago
I wanted to write this review for a long time, but have been waiting for the people at PTL Direct to contact me. My experience with this company was abysmal! Right from the first time I had to call them back I had nothing but problems and miscues. I ordered a liner early in June and after waiting 3 weeks for it contacted them just before Canada Day, July 1st, only to find out that it had not yet been made. I was promised that this would be taken care of immediately but it was not. Every time I called I was told let us check and we will call you back. Of about 8 calls made and many emails, I was only ever called back once and that was hours later than they promised. And each time nothing was solved. I was told in late July that the liner had shipped and after waiting 5 days for a 2 day shipping I called back only to hear that it was shipped but they couldn't track it. This was a Friday before they were closing down for a week long company vacation. A liner was eventually made and sent but by the time I received it, it was late August and summer was over. Two times I lined up friends to help with the install of the liner only to have to cancel because the liner never showed up. I wasted my holidays and time at work dealing with this mess of a company. I did call after I recieved the liner and asked for some sort of compensation, I was offered a lousy cheap in line chlorinator, which I already have one. I asked for a pool floor liner to replace the one now ruined by sitting uncovered for months while waiting for a liner. Of course the answer was, let us call you back. Guess what they never called me back. Take my advice stay as far away from this company as possible, they are not that much cheaper than others out there and their customer service is the worst. So pay a little more and hope you get access to someone that can help and answer questions. How they ever got people to give them great reviews is way beyond me, must be some sort of marketing magic, or planted reviews.
The Business Owner Replied:
James, thank you for feedback. We are always looking to improve, and we value both praise and constructive criticism from our customers. Our customers’ experience is important to us, and it’s distressing to us any time that experience isn’t a positive one. You are correct it was too long for your liner to be shipped. Although circumstances outside of our control were the cause, it’s as unacceptable to us as it was to you that you as the customer suffered the result. When the problem with your order was identified, we did hold staff for overtime before our company’s annual shutdown in order to produce your order and ship it out. It was our understanding, after speaking with you, that your acceptance of the chlorinator indicated you were satisfied that we had made amends and compensated for your experience. When you asked for a gorilla or rhino pad we believed we had been clear that we could not accommodate the request, and regret that we inadvertently allowed you to think we were planning to reconsider the request and call back. We will contact you today to discuss your satisfaction further. Most of our customers are very pleased with our products and our service, and it’s our hope we can successfully provide you a better experience on any other pool product purchases.
Written on 10/02/2015
James, thank you for feedback. We are always looking to improve, and we value both praise and constructive criticism from our customers. Our customers’ experience is important to us, and it’s distressing to us any time that experience isn’t a positive one. You are correct it was too long for your liner to be shipped. Although circumstances outside of our control were the cause, it’s as unacceptable to us as it was to you that you as the customer suffered the result. When the problem with your order was identified, we did hold staff for overtime before our company’s annual shutdown in order to produce your order and ship it out. It was our understanding, after speaking with you, that your acceptance of the chlorinator indicated you were satisfied that we had made amends and compensated for your experience. When you asked for a gorilla or rhino pad we believed we had been clear that we could not accommodate the request, and regret that we inadvertently allowed you to think we were planning to reconsider the request and call back. We will contact you today to discuss your satisfaction further. Most of our customers are very pleased with our products and our service, and it’s our hope we can successfully provide you a better experience on any other pool product purchases.
Written on 10/02/2015
10 years ago
The girl on the phone was very knowledgeable and delivery was quick. We looked at alot of pools and ptl's was the best price. Very happy...thanks
10 years ago
I must say Im impressed. Everything is good. Im happy, my kids are happy and my pocket book is happy. Thanks for making this a good experience. I strongely recommend 7-11 pools. Good customer service too... They are helpful and know their stuff
10 years ago
We purchased our pool from 711 pools three seasons ago . They were great they answered all of questions when we were installing our pool . Our family has enjoyed all three seasons in our pool and look forward to many more ! Thank you to 711 pools our family has enjoyed your product and your service .
10 years ago
We bought out custom pool liner from PTL and it was a perfect fit with excellent customer service both before and during since then we have had the pleasure of purchasing small pool accessories from ghen with continued great customer service. I would highly recommend them for all your pool is spa needs.
12 years ago
We bought our Cyprus hot tub from PTL Direct about two years ago. Since buying it we've seen it advertised by other companies several times and never seen a better price! And after-sale service has been great. Our questions have been answered quickly and accessories were ordered and available when we needed them. Great company! Use these guys.
The Business Owner Replied:
Hi there we are thinking of buying the cyprus . Can you tell us how much a month it costs to run ? Also are you able to seat 4 people in it ? Thank you for a response
Written on 09/23/2014
Hi there we are thinking of buying the cyprus . Can you tell us how much a month it costs to run ? Also are you able to seat 4 people in it ? Thank you for a response
Written on 09/23/2014
