Trévi Montréal (Pointe-Claire)

“Customer Service” doesn’t know what they are doing. 20 April, I received a voicemail telling me to call back to schedule my pool opening the for the following day. I returned the call an hour later to confirm that, yes, I would like a technician to come tomorrow.

That same evening I received an email saying I refused the appointment and the visit was canceled. Today, I called Trevi to ask why it was canceled and they told me I never called back to confirm. I said yes, I did call back an hour after receiving the voicemail and woman who answered my call at extension 2578 said “Non!”

Lies. Not impressed.

Blaming the customer for your mess up is not a good look. Do better.

Editing to add that I received a call back within a day or two of my review to schedule a next day appointment and all went smooth. Much appreciated! Adjusting my review to 4 stars to reflect appropriate action taken to rectify the issue.

Good service and nice patio set.

Update June 8th we n9w sent proof of purchase bill of sale to exchange unit zero reply SUPRISE SURPRISE
Update no response from last email to exchange for another or upgrade pool vacuum i would pay extra. no reply so I orderd Aiper Scuba N1 Cordless Robotic Pool Cleaner from another supplier with better customer servicce
purchased a pool vacum april 27th they sales person told is this wybot machine cleans everythinmg including ALGAE DOES NOT ! Todaty i went to Trevi, as we cxontacted manufacturer they said it's possiblie machine is defective TAKE AWAY NEVER LISTEN TO THE SALES PERSON CALL MANUFACTURE BEFORE YOU PURCHASE take away ABT
ANYWHERE BUT TREVI

Very good customer service.

I went to the store to buy PVC glue and primer for a PVC pool return line. A woman there recommended using Weld-On PVC cement and told me that primer wasn’t necessary.

I went home and installed everything without using primer. A few days later, I discovered that this type of glue is only approved for use without primer in non-pressurized systems where local regulations allow it.

Clearly, the advice I received at Trevi was incorrect. I don’t really trust store clerks anymore.

Absolutely disappointing experience from start to finish.

I purchased what was advertised as the company's top-of-the-line above-ground pool. The delivery was completed as promised, and the installation crew arrived on schedule. Unfortunately, that is where the positive experience ended.

Upon arrival, the installer refused to proceed with the installation due to Hydro lines located more than 8 metres from the pool site. The concern stems from a utility pole that has gradually leaned toward the house over the past 60 years. Despite repeatedly citing this issue, the installation team has refused to provide the specific measurements, standards, or documentation needed for me to determine whether relocating the pool would resolve their concerns.

To make matters worse, the installation team would not communicate directly with my sales representative to help find a solution. I have been left completely in the dark, with no guidance, no clear explanation, and no effort to assist in resolving the situation.

I have an approved municipal permit, have verified that the pool location complies with the servitude requirements on my property, and have done everything required on my end. Yet I am still stuck with a fully paid pool sitting in my garage and no installation.

What is particularly frustrating is that the company suggested I could hire a third-party installer so they would not be liable. That speaks volumes about their willingness to stand behind their products and support their customers.

Once the sale was completed and payment was received, customer service seemed to disappear. I am now left in limbo with an expensive pool, no installation, and no meaningful assistance from the company.

I cannot recommend this company based on my experience.

BEWARE CONDO OWNERS....We bought a very nice exterior sectional couch... and it is great price...staff was very welcoming......They charge $90.00 to deliver...after you make your purchase ....a week before they deliver you need to fill out an online form and they only deliver to your garage or back yard !!! We live on the 4th floor...our contract shows thst very clearly. Now they want an extra $100.00. My wife called...was told that someone would call back..so far my wife left 2 messages no one called...we are spending $3,374.00 asking for an extra to deliver upstairs is very cheap on trevi's part...we have a large elevator in our building and we live 5 minutes away from the store

Just try to call.

The team at Trevi is always super helpful! Thanks guys.

I'll be the first to admit I am quick on being critical when the customer service I expect is not delivered. Since this time it was delivered in Spades I want to acknowledge it by leaving this positive review. I purchased a $2500 (incl taxes) Dolphin pool robot from the Trevi store in Pointe-Claire. It was defective out of the box, ie the APP feature wouldn't pair with the unit no matter what troubleshooting steps I tried. iOS, Andriod, iphone, ipad same problem. On the phone with Trevi initially they told me to bring it in and they will send it for verification, however when I got there I spoke right away with Alain the manager, who had already been briefed from my earlier call. He immediately proceeded to give me a direct exchange and even helped me unload the original I purchased less than 24 hours prior. I was concerned initially because the immediate exchange is not necessarily a legal obligation but more of an outstanding customer service decision. Thank you Alain and Trevi Pointe-Claire for this excellent customer service.