Reviews
This profile includes reviews for Pool & Spa Depot's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 70 Customer Reviews
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Review fromJackie M
Date: 06/28/2025
1 starI’d leave 0 stars if I could-Funny how they make you pay in full before installing your pool. Unfortunately I now know why. They sell garbage and then they leave you high and dry when their install team puts their garbage together wrong. It’s been MONTHS of back and forth with these people about my pump/filter system for my semi-inground pool that was installed in April. It’s fallen on its side every simple rain storm we’ve had, which this summer is every other day. I was told it’s “supposed to be like that” and that “once there’s water in the system it will be fine.” It had always had water in the system when I I initially called and was fully backfilled when then, after many calls, text and emails they finally sent someone out 2 weeks later! These people are a joke, I had them come three times total to “install” the pump that came with our pool. One group threw a small bolt in a big hole-as you can imagine that didn’t work, I was told “*** ****” will come and fix it. He threw two screws in and it held up for maybe a month, found some leaks and put silicone around it-it’s actually still leaking at that connection so another fake “fix.” Then I come home yesterday from work and it was on its side AGAIN. Anything you read in the manual states that our warranty if void if a professional doesn’t install it so I’ve left it to them to fix but at this point they clearly don’t even know what they’re doing themselves. After spending $17k with them my brand new pool pump is being held up and together with rope my husband tied to keep it upright. They NEVER call me back and when I call repeatedly I get short answers and an attitude. It’s the WORST customer service I’ve ever experienced. At this point I don’t even know what to do anymore. I was sold a garbage “premium package” and I wish I never gave them a cent of my hard earned money. Having a pool was supposed to be exciting and fun and instead I’ve got nothing but headaches and disappointment.
Pool & Spa Depot
Date: 07/15/2025
******- We are sorry that your equipment was not stable and continued to fall over after the build. This is not acceptable and we will get this corrected so that it is operating properly. As I look through your file, it appears that our quality control manager has already been out to correct the issues and from the video, it appears to be working properly. If you have any future issues with your equipment or pool, please reach out to us directly at 615.315.8000.Review fromDarryl J
Date: 06/04/2025
5 starsFrom start to finish, our new pool construction experience was magnificent and met our expectations. From our initial starting point with **** (sales), **** (sales manager), to ****** (project manager), ***** (Crew Lead), and *** (customer service counter), we are please to share our positive five-star experience.
Our pool was constructed the exact way we designed it and was completed almost to the date (give or take a few days for weather). How the process was explained in the beginning, Pool & Spa Depot delivered big time. Any time we had a question, the team responded to our inquiries with the quickness.
My family believes our pool project meets/exceeds our expectations and this is money well spent and we are happy to post this deserving review of our experience. As of the date of this posting, we have not experienced any problems.
The ***** Family
Clarksville, TNPool & Spa Depot
Date: 06/19/2025
We are thrilled to have you as part of the Pool & Spa Depot family! Thank you for sharing your kind words with us. It means the world to us and to our entire team! We look forward to serving you again soon!Review fromRussell M
Date: 05/28/2025
1 starBought a pool that was a bit pricier than expected but they are the only place close to my house so I figured, why not. Salesperson was helpful but definitely dropped off after the sale was made to the point of ghosting me on bonding questions. Then the pool was installed and I fired it up only to have the pump shoot sand all over the pool. When I went to vacuum it up, I fought with the provided pole, hose and vacuum only to discover that there were slits in the hose provided. Pool is ok but everything that comes with the pool is absolute junk and they should be ashamed of it. I would never go here again and would recommend that anyone considering using them go to ****** *******.
Stay away!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Pool & Spa Depot
Date: 05/29/2025
*******- Owning a pool for the first time can be really fun, but it also can come with some challenges. We do a Pool School in all of our stores on Saturdays to help educate how to vacuum a pool, how the equipment works and then we do a Q & A to ensure that all of our clients needs are met. It sounds like you should join us for one of those. If your hose was damaged, bring it in and we will replace it at the same time......like a 2 for 1, get your new hose and learn about your pool! Looking forward to seeing you soon!Review fromAllan B.
Date: 05/26/2025
1 starI had pool and spa depot install a pool for me and after one year where the return go's through the wall .It started to rust through so I contacted pool and spa depot in cookeville tn .I was told to send some pictures of the damage .I got a reply back and was told that it had been leaking for quite a while that it was my fault . I'm not the one who installed it . So how is that my fault .I have several pictures of the damageReview fromMarcus D
Date: 05/19/2025
1 starOur pool installation has been a nightmare. To start, during installation, the installers hit a septic fill line. They told us that it was not a fill line and that the pool could be moved over 10 feet. We did that. 3 weeks later we had sewage leaking near our pool. We called pool and spa depot, and they offered zero sympathy. We understood that accidents happen and were not trying to blame the installers; however, they did nothing to ease our frustrations during that process. During this time, we had also called because our ladder and steps arrived damaged and missing parts. The installers said they would be back with a new ladder and steps due to the damage. That was 5 weeks ago. I write this today still without a new ladder and steps. I just got off the phone with ******* in customer service. She was less than helpful. She informed me that no refund for my damaged ladder would be given and offered me store credit. I responded that I did not want store credit because I did not want to deal with pool and spa depot ever again. She did not seem to care about my problem. She offered no good reason why my steps and ladder had not been installed yet. She took no accountability for herself and instead put it on her team. She said when this issue was first reported 5 weeks ago that it is not her job to go through every ticket. I responded then that is this a common problem if there are lots of tickets to go through? She then said no. So why after 5 weeks and me calling and voicing my frustration is she suddenly able to offer me a new ladder and steps TOMORROW? She could have done that on day 1. I tried to be polite and understanding throughout this process but enough is enough. I have heard others with similar complaints recently. I believe this company has a pattern of poor customer service and their business practices should be thoroughly investigated. This is not how you treat your customers.Pool & Spa Depot
Date: 05/22/2025
******- I see that we were able to get your ladder parts finally corrected as it should have been at the time of delivery. It did look like it took way too long to get the correct parts to you and we do appologize for the additional time and frustration that may have caused. Glad that your entry system is up and running and we hope that you have the best Summer ever!Review fromMakalla M
Date: 05/05/2025
1 starThe going consensus is the customer service is less than sub par, their word means nothing, and you can expect to be mad as **** if you deal with them. I wish I had came on here prior to dealing with them. Mistake made, lesson learned. Take your business elsewhere. The no call, no show did me in. But TEXTING me the following business day to tell me they didn’t even have the pump that was coming from a local store an hour away (I paid for 3 weeks ago) is insane! I did in two hours what they couldn’t do in 3 weeks and that was get it to Bowling Green. Absolutely a train wreck. Take my advice don’t do it to yourself!!!Pool & Spa Depot
Date: 05/08/2025
******* - So sorry about the delays on your pump, we completely failed on our side getting that part from point A to point B. I see that we gave you a credit on your account for the delays and I know that is not what you are looking for, but our way of saying "sorry". I hope you have a great summer and pool season and again, sorry for the miss!!Review fromSean C
Date: 04/24/2025
5 starsI cannot speak to the side of the business that sells or installs hot tubs and pools. What I can speak to is the retail side of their business that sells pools supplies and provides assistance and direction for home pool owners. For that, they are fantastic. As a complete novice, I started with their weekly (FREE) "Pool School" on Saturdays mornings and quickly learned so much about my pool and pools in general. When bringing in water samples, they are quick to provide feedback and ideas on how to make my water as perfect as possible. After just a couple visits, I feel like they knew my and my particular situation. Their prices are more than fair and on par with anything I've found online - but it's the personalized attention and time they spend with the pool owner that sets them apart to me. I've been to other locations in the area and haven't felt the same way. They're all really good, but if you're ever lucky enough to have Ben help you out, you've hit the jackpot. In 3+ years I've never once felt I've been "sold" anything, but rather given ideas by a partner/consultant with my best interests in mind.Pool & Spa Depot
Date: 05/03/2025
Thanks for taking the time to let us know about your experience, ****! It sounds like Ben took great care of you. We are thrilled to have you as part of the Pool & Spa Depot family and look forward to serving you again!Review fromNicolette R
Date: 01/15/2025
1 starI gave one star because it made me choose. Do not buy from here!! We bought a ****** hot tub three years ago. The mother board has went out four times. We were without a hot hub for more than six months one time. The same thing went out the last time two weeks past the warranty and they refused to fix it under warranty we had to pay for it, even though the same thing has went out multiple times. Do not buy ****** and don't buy from pool and spa depot.Pool & Spa Depot
Date: 02/13/2025
Balboa is a topside control, not a brand of Hot Tub. It appears that your Hot tub was no longer under the manufacterers warranty, thus some charges do apply for repairs. Sorry that you are having issues with you unit, we do always try to resolve service issues in a timely fashion, in looking at the Passion branded hot tub that you own, parts for that vendor are very challenging to get. We would be happy to offer you a 25% discount for any issues with delays in getting parts for future repairs.Review fromPeggy T
Date: 08/30/2024
5 starsMatt S******* provides the best customer service we’ve ever experienced!! Management team was great as well!!Pool & Spa Depot
Date: 08/31/2024
Thanks for taking the time to let us know about your experience, **** or ******! It sounds like Matt and the team took great care of you! We appreciate your business.Review fromMichelle S
Date: 08/26/2024
5 starsAlways helpful at Pool and Spa Cookeville. Matt and Grace were super helpful with our pool today!! Thanks!!??Pool & Spa Depot
Date: 08/28/2024
We are incredibly grateful that you took the time out to leave us a 5-Star review, ********!
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