14/10/2026
To our valued clients and followers, 🙏✨
We want to share an important update regarding our response times over the last few weeks. 💬⌛
It has been a deeply challenging year for us in many ways, but by the grace and protection of God, we are still here, standing strong, and keeping our wheels turning. ✝️ On September 15th, our team was involved in a serious road accident involving myself and six of our staff members. 🚑 While we are immensely grateful that everyone survived, managing recovery while keeping active job sites and our manufacturing factory running smoothly with Michael has created a temporary backlog in our inbox. 🏗️🛠️
Because M&E Pool Installations is completely hands-on, we don't outsource customer service to an off-site call center. 👥 We handle every message, quote, and query ourselves because we believe in building personal, direct connections with our clients. We are working as fast as humanly possible to catch up on every single message! 📱💨
To help us assist you quickly and accurately, please keep the following in mind when reaching out: 👇
📍 1. Provide Your Location: We are proudly based in Brackenfell and service the local Western Cape region. We frequently receive single-word messages asking for "price" without a location—we need to know your suburb first to confirm we service your area! (We can't travel to Johannesburg! 😉)
📐 2. Details for New Installations: If you are looking for a brand-new pool, please let us know the estimated pool size you have in mind.
🛠️ 3. Details for Renovations or Relines: If you need a pool renovation or fiberglass reline, please provide the dimensions of your existing pool.
📋 4. Complete the WhatsApp Prompt: When messaging us on WhatsApp for the first time, please take a quick moment to answer the automated questions so we have your contact and project details upfront.
📥 5. Resend If We Missed You: If you sent a message previously and haven't received a reply yet, please send us a gentle nudge or resend your message. This will bump your chat right back to the top of our inbox so we can see it!
🚫 6. Zero Tolerance for Bullying: We understand that waiting for a reply can be frustrating, but please remember there are hardworking humans behind this screen doing their absolute best under difficult circumstances. We do not condone bullying, aggressive, or abusive messages, and we will simply not respond to them. Kindness goes a long way and helps us help everyone faster. 🤝❤️
Thank you from the bottom of our hearts to all of our incredible clients who have extended patience, compassion, and encouragement as our team continues to heal. 💙 We look forward to building and restoring your dream pools! 🏊♂️✨
Warm regards,
Esme,
M&E Pool Installations
