Business ProfileforCustom Pools, Inc.

A hott tub was purchased in 2015 for approximately $12000 from Custom Pools (CP). July 2020 it was leaking & still under warranty with the manufacturer, Hot Spring (HS), CP listed date wrong; I spoke to HS and they would cover. Due to Covid restrictions, the hot tub was not picked up for repair for several months; Nov 11, 2020 (delay in picking up the hot tub is of no issue, CP was in contact with me and kept me aware of the plan). I allowed several months for the repairs, when I attempted to get an update (for over a year,) leaving voicemails & not receiving a return the call. Several more months would pass where I would try to get answers and again, no return phone call. In January 2022 I reached out to HS, as it was still under warranty for the leak repair, to see if they could provide assistance. HS placed me on hold and called CP to get answers, HS reported CP would call me. In February 2022 I was told the hot tub was ready for delivery. For several more months, no one returned my calls to set a delivery date. Finally at the end of July 2022, I was scheduled for a return delivery; this appointment was rescheduled 2 times. An appointment for August 15 was set & I was told I needed to be home (requiring me to take a day off from work). August 15th came & went - no hot tub, no phone call, no return phone call, no idea where my hot tub is, no idea if it will be returned, wondering if they actually have the hot tub. Having to take time off from work and not having my hot tub returned, without any communication is concerning for me. I have attempted multiple times to talk to someone & all I can do is leave a voicemail. Grace will answer the phone and send me to Jim's voicemail. At almost 2 years, something needs to happen to get my property back. I'm also concerned that the cover (left on my deck), too heavy for me to move - unsure the damage done over the years, unsure if CP would cover damage to the cover (which was replaced shortly before the leak).