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Business Profile

Swimming Pools

Ohio Pools & Spas

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Ohio Pools & Spas has 3 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:10/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My husband and I bought a swim spa and sauna from here in April of this year. First they never sent the electrical board we needed for the electrician to do the hookups. So we bought one and were told we would be mailed a check for reimbursement (never happened). We then were told the wrong wiring combination from an employee at the store for the sauna. We had to have it rewired which cost us an additional $1300. The salesman stated that the employee was new and didn't know what he was talking about. He then said he would make up the cost to us in "products" (never happened). Then on the day of install for the swim spa, the foam on the cover was ripped and they stated they would replace it (never happened). The cover was also not screwed in correctly on one side and I have called/emailed repeatedly asking for this to be taken care of with no response. The cover cannot be opened on that end anymore as it would actually break off. When our sauna was delivered the door was installed unevenly and the front of the roof of the sauna was never screwed in. They stated they would come back to fix it and that hasn't happened. I have called the store manager, the service department, and even the left a voice message for the owner with no response. We have spent around $50K at this store and you would think we would have a better customer service experience than this.

      Business Response

      Date: 10/25/2024

      Hello, 

      Per the complaint filed, here are the updates to the request. 

      Refund/reimbursement - 220v sub panel in the amount of $205 - requested by the party - that is now completed (see the attached document) 

      Foam cover ripped - that part of the product has been replaced by a new piece (see the attached document) 

      The cover not screwed in/not being able to open cover  - that part has now been completed as well as we replaced both shocks for lifting have been replaced, which was the cause of the issue (see the attached document) 

      Sauna door - this part has been corrected, the unit was shimmed per specification to allow the door to work correctly (see the attached document)

      Sauna roof - remaining screws were added, for final part of installation (see the attached document) 

      The only remaining item at this time per the request is for a store credit or reimbursement for electrical, in which that's still in discussion to finalize a finale number for all parties involved. We can send over once, that has been completed too, however we were on a time allotment to respond to this complaint.  

      All request for the initial Service have been corrected and the initial refund for the 220v sub panel box has been completed. 

      Another item was uncovered while fixing the others, a trim piece for the sauna, which is now being address at this time too. 

    • Initial Complaint

      Date:10/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Purchased a hot tub cover with installation and they are way passed the time quoted for delivery and installation

      Business Response

      Date: 10/23/2024

      Hello, 
      Mr. ***** initially order his cover on 7/16/2024 / All cover orders from our manufacturer take approximately 90 days from date of order to arrive.
      From there, the cover is either picked up or delivered and installed. For this order, Mr. ***** opted for us to deliver and install. 
      His cover arrived on 10/11 - (within the 90 days from date of order) and delivered and invoiced to Mr. *****'s home on 10/21/2024. 
      This portion of the job has been completed both in our computer system as well as the photo indicates, the cover now resides at Mr. *****'s home and is installed on the hot tub (See phot #2)
      Please let us know if you need any further information and if you need any further clarity on this transaction. Thank you, 

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