Award-Winning Support Team

Client Care

pool next to outdoor seating and fire pit

When you choose your pool builder and service provider, be sure they will be around to support you in the years ahead.  Gib-San’s service fleet of over 85 vehicles is one of the largest and most qualified service teams in the industry. Our average tenure in our Service Department is 11 years and our Client Care Manager has over 20 years in the industry. Our serviceman training and technical experience on highly complex systems is unmatched.

Gib-San Pools is proud to have been ranked 5th of the TOP 50 SERVICE COMPANIES in the 2021 Customer Service survey as judged by Pool & Spa News Magazine. Gib-San was the only Canadian company surveyed. 

Gib-San Pools also ranked 4th in the 2020 TOP 50 Builder category and DIAMOND Award for Best Pool Company by the Toronto Star.

The following five criteria were used in ranking companies. Relationship Building; Personalization; Problem Solving; Product knowledge; Response Time (to clients).

While continually refining all areas of service, Gib-San has excelled in the Response Time category, by adding dedicated project managers supported by a Customer Care Team.

Gib-San van

ISO Certified Company

Gib-San is the first and only pool company in the world to achieve ISO systems certification. Gib-San annually maintains and re-certifies in all three levels:

Our most recent achievement is in information security which will ensure safe transference of data between suppliers, contractors, employees and importantly, our clients.

This means we operate with detailed systems that are continuously being monitored by third party validation. This ensures that standards are met or exceeded on an on-going basis. We care about the quality of our products and services, the health and safety of the men and women delivering those products and services and the environmental footprint we leave behind.

What does it mean to be a Top 50 Servicer in North America?

Gib-San Pools is proud to have been ranked 5th of the TOP 50 SERVICE COMPANIES in the 2021 Customer Service list as judged by Pool & Spa News Magazine. Gib-San was the only Canadian company to make this list! 

The following five criteria were used in ranking companies. Relationship building; Personalization; Problem solving; Product knowledge; Response time (To clients). This list is third party validation.

Pool and spa news top 50 service

Client Care Team

Upon completion of your pool build, you will be introduced to our Client Care Service Team. They will brief you on how to best operate your pool and set your programmable automation equipment. They will also present you with ongoing service options such as weekly or monthly full service, to partial service of openings and closings and special needs such as holidays. OR you may want to do your own maintenance in which case we are there to support you with advice either through our Client Care Team or our Pool & Hot Tub Centre. 

The retail store is open year-round offering you free advice about pool or hot tub maintenance and free water testing if you buy your chemicals though us.

Gib-San Private Label

Gib-San private label pool and hot tub chemicals to simplify water care and further our commitment to quality. In addition, Gib-San also launched a range of Gib-San G3 private brand equipment.

Automation works so you don’t have to. If your pool is a few years old, it is a good idea to have the Client Care group do a review of the equipment and present the benefits you will gain by upgrading.  For example, a Variable Speed Pump may save you as much as 90% of your energy consumption versus your old pump. Also, it will be considerably quieter, which both you and your neighbours will appreciate.

Gib-San Mobile App

Coming soon is a Gib-San Mobile APP that is accessible for both Apple (iOS) and Android devices. It includes easy online requests to our service and sales departments and for chemicals purchases, hot-tubs and more!

On Going Support

Gib-San was invited to become a member of the Master Pools Guild in 1985, an elite global network of over 110 custom pool builders. As a member we share creative ideas, technical knowledge and construction techniques with the best builders in the world.  It’s like having over 110 consultants on staff. Gib-San is the largest Master Pools Builder in Canada, ranks in the top ten in the Guild overall and is the ONLY Master Pools Guild member in all of Toronto. Ed Gibbs is a past Chairman of the Guild.

Gib-San Warranty

Gib-San promises to deliver your pool and spa project as detailed in the sales contract – to meet or exceed general industry standards and your expectations. The materials and equipment used in the construction are selected for their quality performance, durability and good value. 

New pools have warranty coverage of two years on all equipment and one year on finishes related to the pool, spa and water features as installed by Gib-San. Decking is excluded. The shells for concrete or vinyl pools are warranted for five years. The Heritage Extended Warranty Program must be purchased prior to the completion of your pool.

Gib-San heritage quality badge

Heritage 5 Year Extended Option

Ask about the Gib-San Heritage Warranty Program that will extend pool coverage to five years, as well as providing other operational preferred pricing benefits. Combine that with our optional Gib-San Homeowner Transfer Program and your investment is enhanced even more. See the program contract for details. Having the best quality pool on the market is a true investment.