ComplaintsforPool & Spa Outlet

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid 1818.99 for pool to be leveled and new liner ..my pool is not level they only brought two bags of sand I have this all on servaliance cameras to prove I absolutely told the technician when he arrived that it needed leveled before the job even got started so if we was unable to level my pool he should of informed me that he was unable to do so I paid to much money to let this go and to been taken advantage of … Fred was shown the photos of the pool before we purchased the new liner and stated it just needed sand and the installer only brought two bags of sand and we provided 3 80lb bags if I would have known it needed something else done I should have been informed instead of paying this kind of money in my pool not fixed I would’ve been happy to pay the technician to do what needed to be done for my pool to be right I have also called other pool places it only cost about $1000 for a liner and two bags of sand to be installed I called Pool city I’ve called Valley Pool and spa feel free to contact them and ask them for a liner for 18 foot round pool beaded liner to be installed not even a grand .. valley pool and spa phone number is ************ so if that was the case of Pool spa outlet why did I get charged $1818.99 when After speaking to Fred at Pool and spa outlet he says it only cost 14 to 1500 for a new liner and installed so why was I charge 1818 99 if that was not to level my My swimming pool. my husband is the one who talked to Fred after three left messages and I mentioned to call the BBB

  Business response

  07/01/2022

  Our position is as follows:

  We were not contracted to"level" the pool. First of all, is not a service that we provide. To do so involves draining the pool, removing the pool liner, taking the pool apart piece-by-piece, bringing in excavating equipment, removing the sand base, re-excavating the ground, adding several tons of new sand and re-assembling the entire pool, liner and equipment. That is extremely labor intensive and would cost over $5000, not including the price of the liner. This is why it is not something that we do.

  What we were hired to do was to remove and install a new pool liner and add some sand to the spots under the liner where the sand had been washed away. The only way that the sand moves under the pool liner is if water is getting underneath the pool, either by a hole in the liner or by water run-off from an exterior source.

  We don't dispute that bags of sand were used to fill in the spots that had washed away. This is standard procedure.

  We really can't comment on prices that were quoted by other pool companies. We have no idea as to the quality of the products they offer, the experience of their service technicians, their lead times or any other variables. We hear complaints frequently about our competitors and that really doesn't concern us. The customer agreed to the price they were quoted and received the service they required.

  Customer response

  07/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  From: ****** ********* ****************************
  Date: Fri, Jul 1, 2022 at 5:28 PM
  Subject: *********
  To: <[email protected]>
  
  
  
  I don’t understand them saying it would cost 5,000 for it to be fixed when that’s the amount I paid for pool outlet to install  a new pool .. in the video I clearly told them I paid for it to be fixed . I even supplied them with three bags of sand I have more videos if needed of them

  Regards,
  

  ****** *********

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my husband and i purchased this pool, we were told we would have it no later than middle of may, and since we were doing an installation our selves, they would guide us if any problems arised. They did not itemize the items on our bill is our first problem. We got our pool June the 21st 2021. They first said that they could not get the pool we paid for.We went from a 30' colorado pool to a 30' acaidia pool. No body could give us a price difference on this, including the owner (Ashley). We were then told that they didn't have the 250 BTU heater, she swapped that out for a 175 BTU heater.She said that she would owe us $450.00. Once again, no price itemized. We did run into problems with installation, and her husband Mark, said that it was our problem. We paid a pool installer to finish the installation, and the pump didn't work. The pump didn' t even work.the pump is a 1 .5 horse power. she ended up giving us 1 horse power. she never returned the $450.00 and. she ripped us off

  Business response

  09/13/2021

  As with every industry, the supply chain for pool and hot tub dealers has been severely impacted due to Covid-19 situation. Many of our products are taking much longer to be manufactured, as was the case with this customers' pool and equipment. Some products never did arrive this year. In 33 years of business, we have never seen such craziness!

  Substitutions had to be made through no fault of our own and we did the best we could to provide them with a swimming pool and equipment. The pool they originally purchased still hasn't arrived and they would still be waiting for a pool if the substitution had not been made.

  The customers' defective pump was replaced earlier in the summer, which was not mentioned in their complaint. That issue has been resolved.

  In regards to the $450 refund is concerned, when Ashley spoke with the customer many weeks ago, he instructed her to hold the refund because they were going to need winter supplies and chemicals to close the pool and he would use the credit toward the purchase of those items. Apparently, they have changed their minds, which is not a problem. Ashley spoke with them last week and their refund check in the amount of $450 went in the mail on Thursday, September 9. If it hasn't been received by now, it will be very shortly.

  Please feel free to email me if you have any questions regarding this matter.

  Jan ********** General Manager

  Pool & Spa Outlet

  Customer response

  09/14/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

          We are writing to response to Pool and Spa Outlet's response.   When we purchased the pool and accessories, we were told that we would have our pool by the middle of May this year.   We ended up getting the pool, the 26th of June.  We asked about Covid related delays and was told there would be no problem.  On our bill that we paid for, there was nothing itemized, just the total.   The Colorado pool was a better made pool per the salesman telling us.  We ended up with an Acaidia pool, which we don't know the price or price difference of the pool; as it was not itemized.   We paid for a Pentair Pool Pump with 1-1/2 horse power and 2 speeds.   We had a professional install the pool and hook everything up..  From get go, the pump never worked.  The Professional  said in his opinion the pump was used.  We was given a replacement of a Pentair Pool Pump with 1 horse power, and no different speeds.  We also got a pool heater.  We paid for a 240 BTU Heater, and of course they didn't have that either.  We ended up with a 175 BTU Heater.  The orphosis had to be changed, and they would do that.  If a professional person changed the orphosis, there would had been a sticker placed there for proof that it was changed.   When our propane people came to hook us up he brought it to our attention.  Pool and Spa Outlet Owner said that there was a 450.00 difference that she owed us, but she never sent it.   We have left messages after messages and when she finally called she said it was in the mail.  We never got it.  We also never got the hoses for the pump.   I would like for an *Itemized bill  *A refund of Heater Cost difference    *A refund of Pump cost difference   *Pool cost diffterence.  We feel something funny is going on about changing all of our purchases at the last minute.   There to much beating around the bush about getting a refund.  We NEVER said anything about taking merchandies for our pool as payment as we would never deal with them again for anything.  As of last Thursday, 9-9-2021, She was sending us a check for 450.00.  As of today, and mail has gone by already, 9-15-2021, we have not received it.   We wonder how many other customers has had problems like this.  
  

  
  

                                                                                                      We Thank You
  

  
  

  
  

                                                                                                

                                                                                                                                                                

  Customer response

  09/21/2021

  The check that we recieved from Pool and Spa Outlet is for 450.00.  This is for the heater price difference.  Pretty much everything we ordered was switched out for cheaper items we that we didn't order.  For example the main pool itself.  When we purchased our pool, we ordered the Colorado Pool.  The salesman told us that the Colorado Pool was the better pool in comparison to the Acaidia pool.   Is there a price difference???  No itemized list of what everything cost.   We bought a heater that was 240 BTU, they could not get that either...We ended up with a 175 BTU.   That is what the 450.00 check was for..  There was the pump, we bought a pump that was 1 and 1/2 horse power with different speeds.  We had a professional install our pool and equipment, and the pump never worked from the start.  She switched that out for a 1 horse power and no different speeds.  We never received the hoses that was suppose to go with the pump either.   

  We think if would be fair for us to be provided 

  1.) A refund for pool heater difference.  (We received a 450.00 check for this)

  2.) A refund for the pump difference

  3.) A refund for the main pool difference

  4.) An itemized bill of what everything cost  and hoses for our pump that we were suppose to get but didn't

                                                                                                                                                 ***** ************ *** ****** *****

   

   

• Initial Complaint

  07/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased 24: Drakkar above ground pool on 12/28/2020. was told it would be installed end of April, or beginning of may if we signed now. all sand and pavers included in price. $6,365.43. on 6/24/2021 was installed but now we had to spend $337.49 on sand that supposed to be included. After installing pool we were loosing water and noticed big dip inside pool. Called pool and spa outlet **** ******* ****** ***** ******** ** ***** ** *** *** ***** where we purchased pool. they state contact nick their pool installer, he would not take time to come and see the situation and his wife ashley states call pool complany. Pool co. has another Ashley who is very rude, would not have anyone come see the pool and make it right. we paid for another pool co to inspect our pool. they state seam separation, malfuction/defective liner,leak track. No one from pool and spa outlet will help in anyway or make it right. Highly advise not to purchase anything. week old pool with problems.

  Business response

  08/01/2021

  The pool liner was replaced on July 31, 2021 as requested by the customer. Please feel free to contact Freddie at ************* with any questions.

  Customer response

  08/02/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* ********

*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. ↩