ComplaintsforPerformance Pool & Spa

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Sundance spa and smart top on 10/9/20. It was delivered and set up 11/20. The smart top has never sealed the spa properly. Forming ice *******, and freezing top to spa making spa un usable. Causing water loss, extra chemical usage , extra maintenance and high energy use. Performance pool and spa ******** **. was notified with problems of top not sealing. They came out tightened the latches two times. The latches were so tight that sometimes i could not latch or unlatch them. Notified PPS many times of problems. Problems were never fixed. I got a hold of the smart top manufacture , told them what my issues were and sent them pictures. Discovered from them that top was not installed properly and lift was missing parts. Also corner foam inserts were missing for my cameo sundance spa. All of this happened because PPS sold me a display smart cover .I discovered this from the manufacture with the serial number on the smart top. This information about the cover being a display model was hidden from me at time of purchase from PPS employee ***********************. Hidden from me on more then one occasion. *********************** from PPS and ************************* from Leisure Concept/ Smart Top tried several times to seal the top. By adding foam everywhere. But nothing worked. The latches were tightened so tight I believe it caused the one side of the smart top to form a dip . After the dip formed they replaced the smart top. I believe it was warrantied by Leisure concepts. PPS installed the new smart top. Same problems existed with the smart top not sealing the spa. PPS came out several times to add foam to areas that were not sealing.. Always not fixing the problems and causing other areas to get worse. And every time PPS came out to fix the smart top they claimed that it was fixed. PPS came out a final time in 2022 or 2023 and claimed it was fixed. Then on 03/19/23 the back side of the cover was frozen shut. With milder temps then ever before.

  

  Business response

  12/22/2023

  We are in communication and trying to seek a mutually satisfactory outcome. We will keep BBB posted of developments towards resolution.

  Customer response

  01/03/2024

   I am rejecting this response because:
  
  **** from ******** PPS offered ****** off the price of a new cover.  My cost of my cover was around 2500.  This price was with a lift, that will not work with other covers.  A new lift and Two sides would be needed.  Two side panels of tub will have several visible holes when lift will be replaced.  Not sure if tub will even seal with new cover because I think tub has design flaws that are probably causing heat and water loss as well.  I paid for spa and cover that has not sealed since purchasing.  His own employee said that this should have been taken care of long ago.  I have video of this.  This same offer from **** was already previously rejected by me. Thank you 

  

  Business response

  01/05/2024

  As ****************** was still unhappy with the 3 year old cover (in spite of repeated adjustments that we made per the manufacturers recommendation), a new cover was offered her at below cost.   
  Her reply to that offer included neither an acceptance nor a refusal of the suggestion.  
  However with this missive to the BBB, its understood she isnt interested in that offer.  
  Since then, we have asked for more specifics of the concerns and, as we have done since the purchase; we will work with the manufacturer in order to provide satisfaction.          
  
  ***********************
  President
  Performance Pool and Spa
  ********************************************************
  **************

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I asked for a quote on repairing a problem with my pool cover. They never informed me that there would be a charge for this and I did NOT authorize them to charge my credit card. Two guys came out for less than an hour, did NOTHING, accomplished nothing and then they charged my card that they kept on file $413.88!! I would have NEVER AUTHORIZED THIS CHARGE! They didn't notify me that there would be a charge nor did they ask me if this would be acceptable. I would have said NO!! They sent me a quote of over $16,000 to replace parts that most of which do NOT need to be replaced, because some of them are new in the last year! They're just trying to get me to pay them money which is not necessary. Their so called "technicians" have no idea what they're doing. The only invoice they sent me was created the day I requested it and you can see that nothing was done. You can see the date it was created on the bottom of the invoice. They came out on the 18th of July and created the invoice on August 10th, the date they responded to my email requesting it. I believe they made up this invoice to try and justify charging me this money without my permission. They charged a card that they kept on file, I never would have given them permission to charge me $413.88 for a DIAGNOSIS or quote to repair!! Refund my money!! I have their visit on my ring camera and they did nothing to fix anything, they walked around for a little over 30 minutes (two of them!!) and left. Why would I need two guys to walk around my pool for 30 minutes doing nothing? Accomplishing nothing except attempting to double charge me and then give me a BS quote to replace parts that are not necessary to replace!!

  

  Business response

  08/17/2022

  We do not believe **** complaint is an accurate representation of events. A notice of the pending charges was sent to **** email alerting him to the upcoming charge. On 8-5 the invoice was sent, the card was processed on 8-8. Of course we dont just run credit cards
  This process has played out 20 + times at the Olsons since 2014.
  We respond to the request, perform the service, send an invoice,wait at least a day (allowing time for questions and if none are forthcoming),process the card. Our GPS shows that the crew was there for 1hr 20 minutes. As to Robs suggestion that a quote was all that was desired; the following is a transcript of just one of **** voicemails sent regarding the cover request:
  Hi ****, this is ***************** at 881 *******, still having trouble with my pool cover. No one is returning my calls, its a mess I need someone to call me back as soon as possible, we need to get this thing repaired. Its been a nightmare for over a year so please have someone call me about.
  We never implied a free quote nor was a free quote ever asked of us.  
  In addition, a quote without a repair would stand in contrast to the 20 + other times weve been called out. In fact, in a subsequent voicemail *** asks if the delay in a return call was due to us waiting for parts.
  In addition, Id direct you to our cover work from 9-8-2020.
  Basically, a similar request came in, we serviced it, got it going and billed for the service.
  No quote, just repair. No problem then.
  It seems the expense of the proposal caused the most offense. In agreement here, it was an unusually expensive proposal. A reasonable debate could be had in which a less invasive, less expensive, more optimistic approach could be considered. Yet, in looking through some past service calls in which the cover was often found to broken, coupled with what the crew diagnosed (both this time and the time before when we did get it working) a more robust repair option is at least reasonable.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a replacement liner for my pool back in March of 2022. I read the employee exact measurements over the phone and he placed the order with the manufacturer. When I received the liner and tried to install it, we notice the liner does not match the dimensions I read to the employee. They are stating that it can not be returned or exchanged and will not even engage in a conversation regarding the matter. The purchase was for $1,517.92. When I contacted **** regarding this matter he was unprofessional and defensive. This is beyond frustrating and one of the worst customer experiences I have ever had.

  

  Business response

  08/05/2022

  We ordered the liner based on the dimensions that the customer gave to us and once we got the liner to him, he was upset about the liner being beaded instead of overlap although our employee had discussed before with him that the liner would be overlap.  After this complaint was resolved, the customer was upset about the dimensions of the liner.  In order to resolve the situation, we offered to get him a replacement liner at cost but he refused this offer, stating he could get a better price elsewhere.  We understand that he is upset about the liner issues and we tried to remedy that situation but he did not accept our resolution.

  Customer response

  08/08/2022

   I am rejecting this response because:
  
  This response makes zero sense..  I didn't reject the liner because it's beaded... Because it's not beaded.  You ordered an overlap liner (which is correct).  However, your employee either wrote down the dimensions wrong or fat fingered them into the order.  Either way, I tried to order a 34 x 16 liner and received a 36 x 19.  It's entirely too big and unusable.  I have been nothing but reasonable in trying to resolve this.  I even offered to return the unit for store credit.  However, I was told by **** that the owners "didn't want to discuss the issue". 

  

  Business response

  09/02/2022

  We understand ******'s frustration with this situation and although we believe we ordered the liner in the dimensions he originally specified to our employee, we are willing to work with him on this complaint.  We are prepared to replace the liner in the dimensions he needs at no additional cost to him.  We hope this will show our good faith in the matter and resolve the complaint to both of our satisfactions.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 2021 I signed on to work with PPS understanding additional estimates of landscaping work would come after yard measurements were taken (told these measurements would happen in Fall 2021). No word from PPS until Feb 2022 when an email came telling me “there is a $5000 increase on the construction of the pool” due to price increases with manufacturing and distribution. I never agreed to this price increase, and wanted those additional landscaping estimates to help me decide. Mid March PPS came out to measure. April I asked when I would get those landscaping estimates, and PPS responded “I’ll resend your information over”. Still nothing from PPS in May, so I emailed again and PPS responded “Thanks for letting me know. I’ll see what’s going on in the morning.” Again, nothing. I wanted to end my business with PPS at this point. First I was told I could not get my deposit back, then I spoke to someone else who told me I could have a portion back – all due to items already purchased for my pool. If proper follow up would have occurred, I may have accepted the new proposal or discussed adjusting/ending the pool project sooner. Follow up never occurred and because supplies were purchased for my pool I am now out those dollars from my deposit? I disagree and feel the entire deposit should be refunded.

  

  Business response

  06/30/2022

  We believe Ron's complaint is reasonable, we were slow to respond to him when he reached out and we are genuinely sorry for the inconvenience that caused.  However, we did have several onsite meetings with Ron to discuss his pool and explain that the landscaping measurements would take time.  We are happy to refund his deposit minus the liner charges as we think that is fair.  We are not able to refund the liner charge because we have already ordered the liner for the pool and each liner order is custom to the project, meaning we cannot reuse the materials.

   

   

  Customer response

  06/30/2022

   I am rejecting this response because:
  
  The "inconvenience" referred to in PPS's response comes across as unprofessional, as I lost dollars my family saved for the purpose of creating memories around a pool. The legality of changing the core pricing of a contract mutually signed off on remains in question here also (see attachment), and once again I never agreed to new pricing, and wasn't going to make that decision until I understood landscaping costs. A couple of months is not acceptable to wait for those estimates, especially when I did my due diligence following up with PPS. We all know the costs (time and money) to legally fight to recover that remaining deposit is a no-win situation for me as the customer. I do hope my Complaint, and my experience shared elsewhere, will prepare potential PPS customers for what they may be getting into.
  

  

  Business response

  07/08/2022

  We had an agreement with the customer to let him cancel his contract while reimbursing us for the time and effort we had put into his project.  This is the best we could do given the situation and we thought this agreement was fair.  The customer is now refusing to abide by the terms of our agreement.

  Customer response

  07/13/2022

  PPS processing a partial refund of my deposit does not warrant me accepting that decision as finality to my case.
  PPS has still not responded to the fact that I never agreed to their price increase; if not illegal (something a court will end up deciding), definitely unethical. PPS, who previously stated partial refund of my deposit was based on liner cost, and now states time and effort, has been inconsistent with their responses to my complaint just as they had been when I reached out to them during this failed pool project.
  

  
  

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had PPS come out to closed down our pool last fall and change out the sand filter. We had them open the pool in the spring. Prior to them opening the pool, it was completely cleaned out and fresh water added. They came out, replaced a gage that worked fine, and added chemicals. When they turned on the jets, sand was being blown through the jets into the pool. The guy said, give it a couple days without even walking over to look at what I was telling him. We gave it 4 days, the water was worse and at that point, the jets stopped working all together. We called them several times and spoke to several people. The issue here is that they messed up something but are not making it a priority to come back out. ******* motor is probably burnt out now due to sand being in it. This is nothing we could have caused as we have not touched the pool besides adding water. They do not return calls, I left a message for the owner even and no response.

  

  Business response

  06/17/2022

  Last year the filter sand was replaced. This year at start up, some dust and silt percolated out from the new sand at start up. *************** requested we come back to check the pool out and on 6-3, A PPS tech went and reported the following:  
  Pump was off upon arrival got pump primed on recirculate switched it to filter position and it was blowing out sand dust. Pool just needed a backwash. Backwash filter everything's running as it should add it 4 lb of shock.Switched out pressure gauge so you could read it.
  Except for chlorine addition there was no charge.
  On 6-6 we received a voice mail from *************** stating the pool was fine and requesting to check the heater.
  On **** our tech reported the following:
  Inspected RAYPAK pool heater.
  Tested gas pressure.
  Static: 9 WC
  Operating 6 WC
  Found exchanger plugged with scale and soot due to water imbalance.
  Must maintain pH and Alkalinity levels or this will happen again.
  Removed exchanger and cleaned inside and out.
  Assembled heater and tested operation.
  Heater is now operating properly, if issues persist suggest replacing exchanger.
  Thank you!
  The recommendation is:
  Run the pump 24 hours a day, backwash the filter when the pressure gauge calls for it, test and treat the pool regularly.
  As to the pressure gauge, while I am certain the original was in need of replacement it seems there was a follow up request for a different style, we can certainly issue a credit for that if so desired.  
  Sometimes start-*** can be frustrating but judging from the reports we believe the struggle has more to do with the water chemistry or lack of circulation time then the slight silt sent out initially. It seems we havent conveyed to *************** that her experience with us is important. Judging from the water tests of the last two techs I think the water chemistry may be part of the solution and we are certainly willing to stop by, evaluate it again. We have a store close by that does free testing and a popular maint plan as well.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am now on my 3rd liner in 5 years and its in the same spot year after year. I cant get assistance and they keep telling me ground water and to call a leak company. I have decided to have another pool company take a look and they pointed out the issues immediately. All I want is my liner dimensions for PP&S so I can move on but again zero response.

  

  Business response

  06/07/2022

  We provided and installed a warranty liner in 2020. If there is another manufacturer defect with the liner we stand ready to arrange for its replacement.
  Surface water issues have been a significant concern on site and suggestions have been offered to remedy those issues but at this point, its not known by us whether this issue is relevant to the liner.

  Customer response

  06/08/2022

   I am rejecting this response because:
  The last time the liner ripped they came out and replaced.  The person inspected said we have more than enough drain tile and the new company said it was bad workmanship on the top stair.  Screws were exposed, liner never attached as the ****** were inputted incorrectly for it to properly attach.  At this point I just want to move on and was hoping they would reimburse me for a liner.  

  

  Business response

  06/08/2022

  We have seen nothing that suggests our workmanship was anything but proper and professional.
  The pictures from the 2020 installation look good and these same pictures show a yard with likely surface water issues, however I recognize those concerns have since been corrected?     
  On the suggestion we reimburse,it would be helpful to see or be sent, what the issue is.
  Its possible the manufacture has a defect, or that we made a mistake on the install, although as we have yet to be shown any evidence of either as a problem, its difficult to make a determination.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a swimming pool liner in the spring of **** it was installed after delays because they ordered the incorrect liner. After the liner was installed noticed small amounts of water reduction thought it could be from skimmers given cracks at one point had been repaired. After the closing of the pool in the fall of 2021 the water dropped below the skimmers a meaningful amount indicating that any water loss I was getting was due to the liner. So I called performance pool inquiring about my options with regards to the warranty if the liner was leaky which they had explained when I purchased but when I contacted them they said that warranty was only good if they seem split. So I questioned them if they installed it incorrectly or if something got a hold during that process that was not covered and they said no. I was shocked that they didnt stand behind their work on a liner that was less than a year old and already leaking. With winter on its way I had no other option than to have them come out and determine if there was a leak and where it was so that work there werent major problems in the spring and they indicated I would have to do that at my own cost which was around $500 after already paying over $5000 for the new liner less than a year ago. And talking with the service area they seem extremely dismissive and like it was too bad so sad nothing you can do about it. Seems almost criminal that their position is to take no responsibility for a product that cost as much as $5000 and doesnt function from day one.

  

  Business response

  12/14/2021

  To whom it may concern.  PPS installed Mr. ******* pool liner on 5/5/2021.  On 11/12/2021 we received a call stating the pool appeared to be leaking.  On 11/17/2021 we sent out a technician to determine why it was losing water.  We found and patched a 1 inch tear in the liner on the slope near the deep end.  Given the time from when the liner was installed to when **************** noticed the water loss (Roughly 6 months later) we do not believe it was caused by the installation.  Also a tear or cut in the virgin vinyl is not considered warrantied by the manufacturer. That said, in our efforts to satisfy the customer;  PPS has agreed to waive the last service **** for locating and patching the liner.  

  Customer response

  12/21/2021

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I had a conversation with **** at Performance Pools and they also have agreed to work with me in the spring to verify that there are no other leaks causing water to escape the pool I appreciate his time and effort to listen to my situation and try to come to a fair resolution.

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