Complaints

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Nov 2023 I contacted this business to come out and fix our spa that stopped heating. **** stated it was probably the heater. He sent his tech out and replaced the heater. A few weeks later, I called them back and informed them that the spa is still not heating. They came out and replaced another component. I called then back bc the spa was now heating but started giving error codes. After replacing every component and having no results in fixing our spa **** has not attempted to make the spa correct. He only states that they did it all for free. I told him from the start I would pay for what fixes the spa. I also told them I will not pay until it us fixed and I do not feel it is fair for me to pay for the issue that his company caused. The original issue was just a no heat. The *** had no codes until after they started replacing parts. I have called several times. When speaking on the phone they always say I'll call you back, the tech will come out, I don't know what to do. The only written information is via text. I am very understanding that it was out of warranty. I have no problem paying for what caused the spa not to heat up. But they have caused me to not even be able to use the spa at all and are not owning up n to the mistake. I have not paid anything because they made it worse. I have been told that the part cost $500. I will pay this once my spa no longer codes and I can enjoy it or I get a new spa.

  

  Business response

  09/25/2024

  We appreciate the opportunity to address the complaint regarding the *** provided to our customer. We would like to clarify the situation as follows:
  The customer was originally provided a completely new spa by the manufacturer. Over the course of ownership, we, at Pool and Spa Clearance Center, have replaced multiple parts in an effort to resolve any issues and ensure the customer's satisfaction. Despite these efforts, the customer has continued to express dissatisfaction.
  At this point, the spa is out of warranty, and the manufacturer has declined to offer further repairs or replacements at no charge, given that a new spa was already provided, and multiple components have been replaced. Nevertheless, as a gesture of goodwill, we are willing to take the spa back and offer the customer either credit toward a better spa or a partial refund.
  Our goal is to resolve this matter in a fair and equitable manner, and we remain committed to working with the customer to find a suitable solution.

  Customer response

  09/25/2024

   
  Complaint: 22263906
  
  I am rejecting this response because:

  The original spa mentioned was replaced due to a manufacturing defect were the hull was cracked. It had nothing to do with the current issue. 

  The original issue I called to have fixed on the spa was that it was not heating. They swapped out the heater and said it's fixed. Still no heat a month later they came out and swapped a pack. The spa started to heat and then coded out. Months later after swapping everything on the spa the communication stopped. April ********************************** about the spa. I was told then that the tech would come out. Noone ever showed face or called. November 2023 is when I called about the original complaint of NO HEAT and it's almost a year later. I had no error codes before all the components where replaced. A full replacement of a better spa and cover or a full buy back of the spa. A partial payment for their companies mistake is not acceptable. 

  
  Sincerely,
  
  Zack 

• Initial Complaint

  05/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I bought a pool and had it installed May 16. They are not finished and will not come back out to finish the work it has been over a week and I have gone up there in person to complain and they keep giving me the run around. I paid in full $11,000. I want my pool finished as stated in the contract I signed.

  

  Business response

  05/25/2023

  As far as i know as of today the 25th of May. The pool installation is completely done. If you have any more concerns please contact us, thank you.

  Customer response

  05/25/2023

   
  Complaint: 20101925
  
  I am rejecting this response because: the job wasnt done correctly the pumps base is not even and it is very sloppy and not to my satisfaction and I have texted with someone from the company who said they would when they have time send someone out to correct the issue as if we are of no importance to them as a customer. As of today its 8 days from date of purchase that this is on going without completion. 
  
  Sincerely,
  
  *****************************

  

  Business response

  07/03/2023

  We have called and left messages twice with the customer, but we haven't recevied a call back.  We don't want to leave anything undone. Please let us know what we need to finish.

  Customer response

  07/03/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business is telling us they are coming to fix a problem, that is overdue to be fixed, but then never follow through with their word. We have called numerous times with empty promises of coming to fix a problem that they caused. All we want is for our liner to be replaced and the pool wall fixed appropriately. We have pictures of when this issue occured if needed.

  

  Business response

  04/22/2023

  We have been in communication with the customer to settle the issue. Please confirm with the customer.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a hot tub and pool along with various accessories and installation on November 26, 2019 from Pool and Spa Clearance Center in ************. I paid for the products and services in full at the time of purchase. Approximately one month later the company came to my home and installed the hot tub. On this occasion, they simply dropped the hot tub off. They left and promised to return and finish the installation as well as put the locks on the cover. The business never returned to finish this. Then, around April 2020 they again arrived at my home to install the pool part of my purchase. Once again, they informed me they had to leave during the installation to go and purchase some plumbing. And again, they didnt return. Not long after this, the pool turned green and had frogs in it. Multiple attempts to contact my salespeople ** and **** were unsuccessful. Each time I tried to resolve the problems of getting my installation completed, as well as getting the remainder of the products that I paid for, no one would accept responsibility nor attempt to resolve the issue. Finally in September, I informed **** of an upcoming celebration Id planned and needed my pool accessible for. The entire duration from April to July, they never returned with my accessories or even fill up the pool and finish installation. At this point, not even having a ladder to access my pool, he permitted me to pick up a used ladder, and handed me printed out instruction on how to get rid of the algae build up in my pool. None of this is akin to the original agreement I signed at purchase. Pool and Spa Clearance Center was supposed to provide ALL the plumbing, equipment, and installation service, up to filling the pool itself, and failed to do so. They also didn't ever provide me with the accessories I paid for. All attempts to resolve issue have went without any progress of note. As of now, the pool is without the fence i paid for, and am required by law to have, or the gate, deck, & steps.

  

  Business response

  02/26/2023

  We are sorry that you feel this issue has not been resolved to your satisfaction. However, we have tried to resolve this issue many times. We offered solutions to your matter.  You agreed to our resolution at first, but one member of your party later decided that the resolution was no longer satisfactory.  You then pursued a civil lawsuit, and the case was dismissed. 

   

  Now, with that being said, we will happily send a representative of our company out again to look at the area and speak to you about any outstanding issues you may have.  

   

  Once you let us know that this is acceptable to you, we will begin making arrangements for someone to visit with you.

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/18/2022 I went to the Pool and Spa Clearance Center to purchase an above ground pool and accessories. During the consultation with *************** he said they level up to 2 vertical grade from the lowest spot of the pool location and they do not build the pool up because of the ground settling (also stated in the contract). This gave me confidence in the company and install as I researched problems with installation and knowing they dont build up made me choose them. I felt good about my $11,520 purchase. The pool was installed on 7/24/2022. The installer asked if I want the pool built up and I said no, and thought it was strange he asked. Later he asked where I want the pump and ionizer (water system attached to 4x4x4 post) installed and I said in the back. He said I shouldnt put it there because its going downhill and so I asked him to put it where it makes the most sense. When it was time for my approval of the install, it was clear the pool was built up. He put the pump and ionizer where he said not to, and on top of a pile of dirt from the dig, which is completely unstable and not what I was told in the consultation. I did not approve and told ***. That night and the next day I texted all the problems. The most important was building the pool up and not securing the pump and ionizer, but also the pool floor is bumpy, the pump leaks water, they left a big pile of sand on my driveway and soda can/water bottle trash in my yard, and it was a terrible experience. Also they didnt bring the pool ladder, vacuum, or net. The owner sent 2 service guys on 7/27/2022 and they confirmed the pool was built up, the pump leaking and insecure with the ionizer, and the floor is bumpy. Now the owner does not want to honor the contract and is saying that sometimes pools need to be built up and all hes willing to do at the moment is smooth out the floor and bring the accessories. I want the pool, pump and post installation to be what I was sold and purchased at $11, 520.

  

  Business response

  11/04/2022

  We will take down the customer's pool and reinstall it.  However, there are concerns that utility lines may be running underneath the pool location.  If the customer agrees to accept all responsibilities in the case of a utility line being damaged, we will regrade the pool from the lowest point and reinstall the pool.  We will hand backfill around the bottom track of the pool only (as our contract states).  The customer will be responsible for spreading or moving any additional dirt.  We will also not be responsible for a retaining wall if it is needed.

  We will also make sure the pump is free of any leaks, reinstall the filter system on a level surface, and reinstall the 4x4 post with concrete.

  Once we are notified that the customer understands and accepts these conditions, we will begin making arrangements to start the project.

  Customer response

  11/11/2022

  Responding 3.5 months after the pool was installed is untimely and inappropriate. I already spent $2200 on having dirt delivered/installed around the pool and pump and my yard regraded. Also, a deck is scheduled to be installed in December and the pool reinstall cant happen until late spring (pools arent installed between November - February and my backyard doesnt get sun before May). I wanted the pool and pump reinstalled when I wrote the complaint in July. You continue to make false reasons for installing the pool and pump incorrectly: 1) I paid a plumber to mark utility lines and the county gave permission to dig based on their lines so its untrue there was fear of hitting a line 2) the contract already stated its my responsibility to mark lines and if unmarked lines are hit 3) this has nothing to do with everything else thats wrong from the pool floor having peaks, valleys, and canyons to the pump leaking and not being installed in a safe location (also not up to manufacturer standards). I have no reason to believe you will do a proper install since you didnt the first time, you have always made excuses for your breach of contract while I honored my part, and you waited so long to respond that I spent more money trying to fix some of the issues you created through the bad install. At this point I want reimbursement for the $2200 dirt and regrade that was only needed because the pool and pump were built up and $1800 for the install because everything about it is wrong.
  

  

  Business response

  11/19/2022

  We will do whatever you want with the filter system and will fix the peaks and valleys.

• Initial Complaint

  06/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an inground pool liner back in September of 2021. The purchase $2900 included liner and installation. I was told the liner would be installed in 3 - 4 weeks. It was closer to 8 weeks. The installer *** recommended that I replace the pool light while the liner was being installed. I agreed and my light was removed and taken. *** returned the next day while the pool was being filled with water and stated he didnt have a light that would work and to just cover the hole with the liner. The pool was covered and winterized. I hired a pool company to open the pool in April 2022. Once the system began to run the pool was leaking a large amount of water. The liner is coming loose at the top in several locations. The company rep stated the return lines could be leaking where the liner was replaced. This is common. I contacted Pool and Spa Clearance immediately. No response from them after 4 calls and a text message. I would like the liner fixed, the leak repaired and my light replaced.

  

  Business response

  06/13/2022

  Please give is until the end of the week, still gathering information, thank you 

  Customer response

  06/16/2022

   
  Complaint: 17322877
  
  I am rejecting this response because: *********** has had more than enough time to gather information. 
  
  Sincerely,
  
  *******************************

  

  Business response

  06/22/2022

  We changed the liner as per contract.  If the liner, faceplates or gaskets screws are leaking we will take care of that issue.  *********** said that it could be coming from the return lines? This would be a much bigger issue. To determine whether or not it is in the plumbing, we would recommend doing a pressure test.  We can schedule that for you if you like but there would be a charge. If the return lines are leaking it would not be because of the liner change. It is the plumbing in ground.

  As far as the liner coming out of track, we will come back and fix that.

  As far as the light. The installer that recommended that the light be replaced.  However, the light is an older model that he was unable to find.  He should have covered the opening before replacing the liner.  If he did not do that, we will drain the water below the light level, cover the opening and, put the liner back.

  If this is an acceptable resolution.  Please let us know and we will schedule this.

   

   

*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. ↩