Cobra Pools & Spas

We had the worst service with Cobra this year. They came back twice and didn’t fix the problem. Never returned our phone calls (in which we left messages and spoke to a person who said they would talk to Bill). I never heard back on the issue. They charged us over $1000 but the problem never was fixed. They did, however, change the sand in our filter but didn’t fix the problem. We called them repeatedly and left e-mails, but they never came back, they never called back, they never did anything else to try to fix the problem. So much in labour costs for work, we believe, never really amounted to anything. Another company finally came and found the problem in under 5 minutes and didn’t charge us anything. Cobra pools gave us poor service and poor communication. Be wary when choosing them.

A great team with expert knowledge of Spas and Pools. We will continue to use Cobra for supplies and service of both our hot tub and pool!

My initial encounter by phone took over two or three weeks to be followed up. This should have given me an indication of the time things take in this company.But: when I drove the 50km to the shop I had a positive face to face encounter and subsequently ordered a $6000 dollar saunacore infrared sauna. Unfortunately I wasn't able to order directly from the manufacturer, which would have been way easier....It’s been a long haul process to get it ordered and hopefully eventually delivered (still waiting!).The communication went downhill after the face to face meeting. I think it’s hard to do business with this company if you try to arrange things from a distance. Payments options are very limited and old fashioned and feedback was dismissed or excused.I always try to support local family businesses but in this case I was rather disappointed with service and communication after my initial face to face encounter. They were great while there in person.This family business appears to have so much potential and seem to offer years of experience but have NOT adapted to the time / 2019.I would only purchase here again if I lived right in Perth and had the opportunity to deal with them on any matter face to face. I would NOT recommend to deal with this business if you are not able to walk into the shop and speak with the owner about your concerns.I tried to speak to the owner both by phone and email and the response was not as I would have expected for a business that prides itself in good customer service ... (see below) when I provided feedback I was asked if I still wanted the product which I paid for and am waiting for delivery....------------------------Here my feedback email:-------------------------If you wish to accept feedback please consider the following:Re payment policy - yes understandable that you want full upfront payment, but consider from my perspective:I was ready to buy and pay the full price by credit card but you didn’t offer it due to costs which I didn’t know! I made a deposit, actively called to make further payments. I was actively calling and communicating and trying to make payments the quickest way possible (credit card), you did allow one extra payment, thank you.In a grocery store you have many payments options which is part of customer service, your company lacks that. I paid everything as fast as the bank allowed, the limit there is max $2000 a day for etransfer for private people and I have also other things that require transfers....Consider a different payment terminal like ‘*company name*‘ and you will find the costs are far less and it makes everything so much easier!If you use an online invoicing system it can be linked to credit card payment online through much cheaper providers too.I found the lack of communication and follow up concerning, there might well be good reasons on your end for it, but it appears your company lacks internal processes to allow for business continues when a person is away. There is also the option to check emails on the go etcIt’s not speaking to good customer service when customer concerns are not adequately acknowledged and rather excused - just something to think about.Yes your company is well established and has probably done good business locally for a long time and maybe payment options and communication matters are handled as they were twenty years ago... but it’s not customer friendly from my experience. Having said that I did appreciate the time you spent when I was in the shop - face to face- but felt let down once communication was not face to face - that’s what I meant above with ‘old ways of communicating’.Of course you can disregard this feedback if you like.I myself work as a professional in the public service sector and receive plenty of feedback that I need to incorporate in my practice and keep up with today’s demands and practices.I think every business has to.SincerelyF.-----------The reply from the owner was:-------------Hello F.If you don’t want the sauna let me know.

Deposited 300.00 for a hot tub cover 6 weeks ago.I recently called in to ask where is. They had no idea who I was. I have called 6x and each time promised a call back to help confirm where my hot tub is....Nobody called. Now I have drive to Perth and get my money backWorst costume service. Shop else where.

Rudest staff. The owner actually yelled at me and hung up on me. Do not recommend

I have been dealing with lower back, sciatic and muscle pain. We have been playing with the idea of buying a hot tub. The staff at Cobras were kind, and caring. We purchased A Hydropool self cleaning and we couldn’t be happier. Bringing samples in and having them explain and listen to all my questions has been easy.THANK YOU!!

Super friendly owners. Answered all of our questions. Worth the drive to Perth to meet them. They also sell snowmobile gear here in the winter (thought we walked into the wrong store!) Bill is very knowledgeable on pools and hot tubs and will help meet your needs and wants with a pool. We are considering an on ground pool and would feel very comfortable that they would gives exactly what we need.

Company appropriately named. Buyer beware.

I've been going to Cobra for years and have consistently experienced excellent service. But I was blown away last week when I called about a leaking 14 year old circulation pump. They diagnosed the problem over the phone and told me how to take the pump out myself and bring it in to save money. They gave me an estimate of $200 to fix. I got a call two days after I dropped of the pump. They had replaced a seal on the spindle and charged me $100. And they cleaned up the pump. It looks almost new. I have been charged much more for much less work in the past by other companies. I have to go a bit out of my way to go to Cobra in Perth (Carleton Place is closer) but it is worth the extra drive to get great service.

They never call you back and are very rude to you on the phone right from the owner. Downward the only thing thing that is good is there tech which was good.