Complaints

This profile includes complaints for Secard Pools & Spas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Secard Pools & Spas

  9292 Ninth Street Rancho Cucamonga, CA 91730

• 

  Secard Pools & Spas

  11920 Mariposa Rd Hesperia, CA 92345-1638

• 

  Secard Pools & Spas

  960 N. Waterman Ave Sn Bernrdno, CA 92410

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a spa from Secard Pools/Spas at the LA County fair on 5/22/25. The Spa was brought to my home on 6/27/25. I immediately noticed the outside panel color was wrong. It is Dark Brown, closer to Black rather than the Grey I chose at the fair. And the cover is Milk Chocolate Brown. I asked delivery persons to wait while I call the company about the mistake. I was told Secard would try to resolve the issue. I could go ahead and accept delivery. One of the delivery persons told me, they change out outside panels all the time. This should not be a big deal. On the 28th I spoke with the salesperson from the fair who said "well make it right". On 6/30 Secard offered that if I pay them an additional $1138.00 they will replace the panels and the coco Brown cover to the Grey I wanted in the first place.
  The Grey panels don't cost more, they just want me to pay for their mistake because on my contract the color says Smoke which by their definition is Brown and cocoa Brown. Not Grey.

  Business Response

  Date: 07/02/2025

  Thank you for the opportunity to respond to the customer’s concerns.
  
  The customer purchased a spa from us on May 22, 2025, during the LA County Fair. The order was delivered on June 27, 2025. Upon delivery, the customer expressed concern about the color of the exterior spa panels and cover. Specifically, they believed the panels should have been a light Grey, while the delivered panels appeared to be a darker Brown (referred to as “Smoke” by the manufacturer) and the cover a Cocoa Brown.
  
  We understand the customer’s disappointment, and we sincerely apologize for any confusion caused. However, we’d like to clarify that the color “Smoke” was the selection noted on the signed contract at the time of sale. In our standard product line and color guide, “Smoke” corresponds to a dark brown/charcoal color. Unfortunately, this naming convention may not have matched the customer’s expectations of “Grey.” The spa and cover were delivered exactly as ordered based on that documented selection.
  
  Nonetheless, we want our customers to be happy with their purchase. As a gesture of goodwill, we offered to exchange the panels and cover for the Grey version the customer prefers at our direct cost, which totals $1,138.50. This amount covers materials and labor would be provided at no cost. We believe this offer is a fair compromise between honoring the signed agreement and accommodating the customer’s desired aesthetic.
  
  We remain open to further discussion and want to find a resolution that satisfies the customer. Our customer service team is available to discuss alternative options if needed.

  Customer Answer

  Date: 07/02/2025

  Myself and two adult family members met with the sales person. Standing in front of the Spa's we pointed and discussed the exterior color, then the interior color of our Spa. I emphatically chose the outside to be as light as possible. The Spa we choose was on display with the DARK Brown nearly Black exterior. I pointed to the Spa outside color lighter than the one we were standing in front of. We wanted that model "jets and size" but with different interior and exterior colors as the floor sample. Once the decision was made, and the Sales person agreed we can get the colors we want, my daughter said, "ok, it is this model with those colors and pointed to each. He agreed. We left the show room floor and went inside a gated area to purchase our Spa. NEVER ever did I ask or request a dark Brown exterior. I spoke with the sales person on Friday. He said he did remember us and he would be in contact on Monday to "we'll make it right". On Monday with a conference call with his boss he said " I don't remember" I feel like the Sales person wrote the WRONG exterior on my sales contract, color Smoke when it should have been the light color we pointed to, which we still do not have a name and NO color example was ever provided. I did not question Smoke. What human sees Smoke as Dark cocoa Brown with Milk Chocolate Brown cover.

  This is a ploy to get more money from me to correct the mistake this Company made. I was told by the delivery staff that this company changes the outside panels on site all the time so I know they can "make it right"

   

   

  Business Response

  Date: 07/02/2025

  We appreciate the customer’s
  additional comments and would like to clarify a few key points.
  
  We understand that color
  perception can be subjective, especially when based on verbal descriptions or
  visual references on a busy showroom floor. However, our process requires that
  all orders be finalized in writing, with specific color selections noted on the
  signed agreement. In this case, the contract signed by the customer clearly
  indicates the color “Smoke” for the exterior paneling—this is the color that
  was manufactured and delivered. While we understand the customer may not have
  realized that "Smoke" represented a darker color, that is the
  standard and documented label used across our product line.
  
  We have spoken with the original
  salesperson involved, who recalls the interaction and initially indicated a
  willingness to try to help the customer. However, upon reviewing the contract
  and color definitions, it became clear that what was delivered matched exactly
  what was ordered and signed for.
  
  Despite this, and in an effort to
  maintain goodwill, we offered the customer the opportunity to replace the
  exterior panels and spa cover with lighter versions of her choosing. We made
  this offer at our direct cost, waiving any labor charges. While we believe this
  was a fair and reasonable compromise, the customer declined and instead has
  suggested that we are attempting to profit further, which is not the case.
  
  We understand that the customer is
  frustrated, but we must respectfully reiterate that we fulfilled the order
  based on the written contract. The product delivered was not a substitution or
  error—it was what was ordered in writing.
  
  Our offer to assist with changing
  the color at cost remains open should the customer wish to proceed.

  Customer Answer

  Date: 07/07/2025

  This Company is WRONG. Clearly Chocolate Brown is not SMOKE. Any person can see that, even a child.

  I ordered Grey, on the showroom floor., accompanied by two adult children we pointed and confirmed with sales person the colors we wanted.

  Grey outside color and the Blue inside color for this Spa. 

  I was not alarmed when the sales person wrote Smoke on the contract. When is Chocolate Brown "Smoke."

  The color SMOKE is deceptive, we chose Grey. NOT Brown

  Their were no sample colors to choose from, only the verbal description Grey and pointing to the color. It was Grey. NOT Brown.

  I spent $10793.90 on this Spa. Charging me another $1138.50 is out of the question. Brown is the wrong color and the Sales person know it.

  We were standing in front of the Dark Brown Spa because the inside had the "jets"

  we wanted. The Spa we were standing in front of was also NOT the color we chose. We had to point to a very large pool that was Blue inside.

  This is not our mistake it is Secards mistake. We want Grey and Blue and paid for Grey and Blue in good faith. NOT BROWN.

  Please replace the outside panels and the Brown cover.

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This contract started November 2024. Completion was to be done March 2025. From day one of removing the pool liner they came with other problems needing to be done. Texting communication was not the greatest wrong dates given blame being put on construction team sales team. Everything going back-and-forth. We finally get a date for someone to come out but the work is not complete. They threaten that if we didn't pay they would pull the crew from The job site. When in the start all completion needed to be done before final payment. We went ahead and paid thinking they wound be reliable and honest. Its been 2 weeks. ******* became super rude and not responding to messages. Promises to call and no phone call. Now that they have been paid in full the work is not done. This seems to be an ongoing issue with this company after reading the reviews.

  Business Response

  Date: 05/11/2025

  This customer has some workmanship issues that have already been scheduled prior to this complaint being filed.  The customer is requesting for the project to be completed and it is on schedule to do so.  The customer's issues are minor and are in no way impacting their ability to use the pool and we will address these issues on the dates that were relayed to the customer prior to this complaint being filed.

  Being that the customer requesting completion for their resolution, and the completion dates are already known to the customer, we request that the ******************** close out this complaint.

• Initial Complaint

  Date:07/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good afternoon,My name is *********************, my husband and I purchased a spa at your **************** location. Our contract was signed on 4/26/2024. This is NOT a COMPLAINT about Sea Cards customer service rather a timeline of events in hopes to find a solution.We connected Our 5/7/2024 which was the delivery date. A few days after it was connected, the spa started turning off and on when least expected. We contacted Sea Card Pools and a technician was scheduled to come. The first time the technician arrived he said that a "controller wire was loose". The spa started turning off and on about 2 days after the "it had been fixed". A second appointment was scheduled. When the technician arrived he called my husband and said, "I know what is needed to fix your spa but I dont have the parts we need to order them". Adding to it "I don't need to even see your spa. I will be back". After not hearing back from you I contacted the credit card company I used to pay for the spa and started a dispute. After the dispute of charges I called and asked what was the next step and I was told that a technician will be at our house on 7/16/2024.I requested that a technician is scheduled after 4 pm so neither my husband or I leave work early since both the prior appointments were set to be during our working hours. When the technician arrived at our house on July 16th, he replaced the spa GFCI extension cord. The spa has continued to turn on and off suddenly. Reason why we contracted a license technician to come and check our electric connections and everything is fine.

  Business Response

  Date: 07/25/2024

  We have attempted to help this customer, but the nature of their issues is the electrical that they provided for their hot tub.  We have attempted to explain this to the customer, but she has been combative and yells and screams over several employees trying to explain to her what the core issue is.

  On the sales agreement, it is outlined that the spa requires a dedicated 110v 20 amp circuit for the spa to operate on.  It further goes on to state "DO NOT FOR ANY REASON USE AN EXTENSION CORD".  The customer has a shared circuit plug that they are using as the source of electrical.  Furthermore, there is a modified extension cord plugged into it running to a new plug. Because of this, the spa circuitry and electrical components are overheating and failing.

  Replacing the spa is not a reasonable request and this customer will experience the same issues until the electrical to the spa is fixed.  We have gone above and beyond to try to accommodate a difficult customer.  We are replacing parts when the reason for failure is not because the spa is faulty, it is failing because of the electrical installation.  Yet we have still replaced the parts at no cost to the customer.  In addition, the customer has made not normal demands of only being available to the backyard after 4pm where we have had to pay overtime to accommodate in attempts to help the customer out.  We have attempted to explain things to the customer only to be yelled and screamed at when our staff has only tried to solve the problems.

  We recommend that the customer fix their electrical issues.  From there we can go through the spa to ensure it is properly working and the customer can enjoy their spa.
  

• Initial Complaint

  Date:07/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This pool was built two years ago. Since day 1, I have been having problems with excessive water loss. They came and patched the pool with several rips at the bottom. They blamed me for those, arguing I was cleaning it too hard or "My guests had too long of the toenail," the technician told me. They came a second time because the water was still dropping too quickly. Well, that problem was never fixed, and I gave up on that and now fill the lost water every two weeks. The day before yesterday, I removed the pool cover to begin using the pool for the summer and noticed two holes in one of the corners of the pool above the water level. I tried contacting customer service via email and attached the pictures, but there was no response. Yesterday a noticed the hole had "grown" very big still above the water level. I sent another email last night, but I never received an answer. Today, I called and spoke to *** in construction, and she told me that it was a sunburn and it was not covered by the warranty. I forgot to mention that the pool and vinyl liner came with a 10-year warranty. They also claimed that this occurred because I had not given the proper maintenance. I had searched all over and found that the vinyl's life span is up to 20 years; when well cared for and with regular care, it can last from 6 to 10 years, but not two!!! I need to help them honor their warranty. I know I have to cover the 30% for the cost, which I am willing. I need to be quick because I fear the rip will go below the water level and sink my backyard.

• Initial Complaint

  Date:07/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 5, 2023, purchased a pool liner, timer and skimmer. liner installed at the end of MAY 2022 pool was out of use until end of JUNE 2022, wrong size pump installed causing water to grow algae, also noted pool liner was to big causing folds at the bottom of the pool and stairs were unevenly set (to big), reported to Shelby since manager was never available always in employee meetings.
  Shelby advised they would come out and stretch the liner in November 2022, showed up until MARCH 2023, all was well no issues with pool liner other than the oversize issues,
  MARCH 2023, Secard crew drained amd streched the pool and noted the seems were coming apart in the stairs area, refilled the pool, promised to get a new liner all is well no issues with pool liner other than oversized.
  
  
  MAY 30, liner #2 installed this one was HUGE (se pic). Liner #3 was installed again crew man pointed out the corners near the latter sets were crinkled and liner was to big on the stairs area, crew took pictures .
  
  they filled the pool anyway, spoke again to Shelby and advised they had filled the pool, this was okay I was told to protect liner, I was to get a call back with a resolution.
  Well never received a call, shortly after using the pool it was noted that there were rocks under the liner they were stepped on by family members, and for God’s sakes, the pool was leaking, contacted Secard and crew came out to check July 14, after many calls A MANAGER APPEARD BRIAN!, on July 17th, called to inform me the pool had holes caused by my latter and also there was a rip in the stairs area, he stated it was noted by crew when the liner was installed about latter but failed to inform me or any member of my family, liner was installed anyway, now I was told Secard was not responsible and they would not be replacing the liner I’m on my own, but he proposed 1. to Replace latter at no cost or 2. Sell me another liner a 50% off, I am requesting a $10,000. refund or brand new fitted liner.

  Business Response

  Date: 07/24/2023

  We have made contact with this customer the day of the complaint and have already resolved this issue with the customer.

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2018 I purchased a swimming pool from Secard and Spas Pools. The liner has a ten year warranty. I purchased the pool at a cost of $28,000 dollars approximately two to three years ago. At that time I started having issues with the liner. The liner started to fall off the rail due to poor installation. I reported it immediately to the vendor, store manager "Mr. *****". I also called the main company to have it repaired, the installation manager of the company Mr. *****
  *******, located at **** *** *** ****** *********, telephone number ************* *tated that they could not touch it. I insisted again based on the ten year warranty, and he finally said that if they did it, it would cost me from $700- $2000 dollars to fix. I didn't agree with his response, but finally agreed to paying an additional $700.00 dollars. Work was completed and once again in July of 2022, I noticed that my pool was losing more than two inches of water everyday, in consequence the Department of Water sent me a letter of a water leak in the property located at ***** ********* *** ******* *** *****. I checked for leaks and found out that indeed had a leak, leak was located in the swimming pool, on the liner li and around the light fixture of the swimming pool. Which was not caused by me or negligence due to lack of proper maintenance. Photos were taken of the leaks, clearly showing the quarter size and smaller around the light fixture and the seam tarring at the seam on the lid. I then took the photos to store manager Mr.******* who in turn called installation manager Mr. ******* who once again said in an angry way, that they could not fix it because they were short of personnel and that the warranty had expired. He told me to fix it myself with tape. I told him then that I would seek legal help. Unfortunately the pool has been closed due to having an algae build up due to not being able to run the filter because the water doesn't reach the skimmer. I sincerely hope you can assist.

  Business Response

  Date: 07/17/2023

  We have reached out to the customer and working on resolving the situation.

• Initial Complaint

  Date:05/25/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased our Secard pool in ground vinyl pool February 2021 and when we took the pool cover off April 2023 we discovered that the liner has already separated from the track. We contacted store manger Antonio at the Menifee location and corporate when we noticed it a month ago. They just informed us that it would cost us $1275 for labor and if while doing so the vinyl rips, it would cost an ADDITIONAL $400 to repair it!! Corporate didn’t send anyone to assess to determine the cause of the issue, but instead bases it decision on pictures that the buyer has to send to the local store. We were given a list of reason why this issue could have possibly occurred. Mind you, none of the isssues listed apply to what happened to the liner. But apparently they are able to determine the cause of the issue from that list based on “pictures”. The 10 year limited warranty details were ONLY given to us (via Text message) once we contacted them about this issue. They were NEVER detailed in our contract we received when we purchased. We learned that the warranty essentially covers nothing and is prorated to get you to buy another liner. Buyers like us will end up paying for major pool maintenance every two years and are better off getting a traditional concrete pool.

  Business Response

  Date: 05/31/2023

  We have spoken with the customer and have addressed their issue with their swimming pool.  The customer stated that they were to remove and close this complaint.

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 2021 my swimming on 1 of the corner the vinyl is off track.. so I took pictures of it and send it to Saccard Pool in Rancho Cucamonga they told me to send pictures which I did tell them talk to them but never got back with me until July of this year 2022 I spoke to ******* the store manager and we’ve been talking for about at least three months plus now about the issue it’s a normal wear and tear the corner of the vinyl just went off track so should be under warranty it’s been about three months plus now he shows up on 8/24/2022 after a months of months,, scheduling rescheduling numerous times of texting,,, he mentioned that it would cost $775 to lay another Linyer or &90 for just the corner piece,,, when I mentioned that I did not want a new liner because there’s nothing wrong with the liner itself it’s just sagging in one corner because of the corner piece that’s holding the liner he said that he didn’t have that $90 piece with him it would be at the store and I would have to go pick it up mind me he is at my house while I’m talking to him on the phone while I’m at work he tells my wife that we would have to sign a contract I said are you trying to bait and switch the situation ******* got upset and said sir explain to you that’s the price and if you want a quarter piece you’ll have to come to Rancho Cucamonga now mind you we’ve been talking for about the situation since October 2021 and he finally just showed up August 24, 2022 after we’ve been communicating never mention about I would have to sign a contract We’ve had the pool for about four years now it’s a normal wear and tear we haven’t touched anything to so I just taped it so it does not fall I just felt that I was bait and switch the situation,,, I just want the situation resolved and have secard pool hold accountable for their product and their service with all respect,, So now the corner has gotten worse where I have to tape on it,, ******* Store Manager is very unprofessional

  Business Response

  Date: 08/25/2022

  We have investigated Mr. ********* out of warranty repair and we are declining to offer our services to Mr. *******. 
  

  
  

  Mr. ******* has made multiple violent threats to multiple members of our staff over a four year history and we are not interested in working with him due to safety concerns.

  
  

  We ask that the BBB closes this matter.