Complaint Review: Modpools / Jennifer Mcgurk / Modpools / Container Pool - Abbotsford British Columbia

We purchased a 40 X 12 shipping container pool from Modpools in May 2021. The process has been a disaster from the very beginning with poor communication, no returned phone calls when we had questions, & they require you to pay for the pool upfront before every seeing it in person. Well we paid the $86,000 for the pool and they scheduled the shipping from Canada.

In order to install the pool you need to hire a Crane company ($9500) to put the pool in place. When the pool arrived for install, our builder noticed the swim window was missing. Modpools had shipped the wrong pool!!! Well our crane company didn't care they wanted to be paid for being there. Our builder wanted to be compensated for his time & Modpools was no where to be found, we can never get ahold of the GM Jennifer Mcgurk. Every time we call her, they tell us she is not in the office but out in the yard. Jennifer Mcgurk has never returned any of our phone calls, not 1.

So they located our pool drove all the way back to Canada to swap out the pools and bring ours down. That mess up took 2 weeks. With weather coming in Utah we were on a tight schedule to get the pool installed so we could continue the build. Time is money in construction. The correct pool arrived 2 weeks later, but the pool was damaged. The divider was broken.  We called Jen , no return call... she is busy in the yard they said. We documented the broken divider & sent pictures. Installed the pool (another $9500 crane fee). We filled the pool up with water so we could back fill around it... guess what the window leaks. We called the GM Jennifer Mcgurk for help, no call back... she's busy in the yard they said.

Jennifer responded via email and acknowledged the diver being broken but she told us we would need to hire someone to fix the window. They wouldn't be helping us with that.

To make matters worse my builder told me the install guide they provided was not a good source of direction on how to hook up the pool for heat and electricity. It cost us more time and money installing the pool because mod pools didn't provide proper instructions.

We have been fighting with Modpools for 2 weeks trying to get refunded the crane fees and extra costs for the mix up, still no refund. I finally had to call my attorney and put him on notice that we may need to file suit and go after damages. 

Did Jennifer Mcgurk ever call us..... NO... not once through this whole process.

They are a terrible company to work with & you can be certain that they will not return your calls if you have issues. My recommendation would be to work with another company, these guys are terrible. But if you do decide to work with them, don't pay for the pool upfront. I would hold back at least 20%, until that pool arrives and you have inspected it with your builder. Once they have all your money, they won't care about you or the issues you are having. Be smarter than us & hold some money back to keep these guys accountable, otherwise you are likely to in-cure more costs than planned.