ComplaintsforHeartland Pool & Spa Service, Inc.
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Complaint Details
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Initial Complaint
12/15/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Invoice Number: 7687 I mailed a Letter via Certified Mail on July 26, 2022 - Return Receipt Requested that was signed by **** ******** on July 29, 2022. I spoke with ***** on or about June 8, 2022, during the conversation she said that **** (her husband) would be out by the 14th at 9:30 to "get it all measured up". However, after June 14th had passed, I called to followup the next day. I was given another appointment time of June 20 at 9:30 but again **** did not show up. Another appointment of June 24 at 12:30ish was scheduled but again no one showed up. Again, I called and spoke with *****, who said they would "fit it back into schedule," and was given another date of June 27 and that **** and ******* would come out. They did come out and after measuring the pool, I spoke with ****, who said they would be able to start on June 29th, or 30th or beginning the week of July 3rd. **** told me emphatically that we would be able to swim in the pool by the end of July. When no one came back out, I placed another call to followup and left voicemail messages at ***** ******** and/or ***** ********* However, no response. Nonetheless, ******* showed up on July 12 for about 3 hours and again on July 13th for about 2 hours. They have done some work, but some work was not what they were paid to do. I have been given excuses, calls and messages going unanswered. As a result, I sent a letter for a refund of the $15,288.14 for breach of contract as they have failed to complete the work in which they were paid. Leaving the pool in the condition that they have left it only causes it to become damaged. The services to be rendered are: 1. Vinyl liner 2. Installation of Liner 3. Salt System 4. Labor-Concrete Coupling 5. Diving Board 6. Ladder 7. Handrail P.S. There is so much sadness in this World. You don't know what people are dealing with. We trusted this company who presented themselves falsely. $15,288.14 is a great deal of money for us.Initial Complaint
07/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I paid Heartland Pool and Spa $4089.92 for installation of *******, Screen Logic Screen Logic Bundle * ******** ********* Light, ******* ************ ******* LED light 50ft cord * ******** ********* Labor Installation of Screen Logic and run new pool lights As of July 1, 2022, they have NOT installed any of this equipment. I have asked for a refund and they have NOT refunded me my money. I need help. Thank youInitial Complaint
06/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We paid Heartland pool and Spas $3,000. They said they would be at our house to begin draining our pool the second week of May 2022. We had to keep calling them when they didn’t show up. I finally got ahold of a ***** and they assured us they would be here last Friday June 24 th to drain the pool. No call- No show. We have called them and left messages continually and no one will answer. Many times their mailbox is full and you can’t leave a message. I drove to the address of the business and it is a house. No one would answer the door and I could hear them inside. They completely ghosted us.Initial Complaint
06/19/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ordered replacement pool liner and cover July 2021. Had to follow up, always received excuse on back order. Finally in November they shared order arrived but would need to wait for the right weather to install. I have been following up, when they do respond always with excuse. Used this company before and thought they installed the prior liner correctly. Found out they installed one two small that is why we ended up with a leak.Initial Complaint
06/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We signed a contract in Feb 21 to build a swimming pool, and the company said they would build the pool in the fall or winter of 2021 timeframe (the pool contract we signed stated the pool would be completed before Spring of 2022). We gave them a $14,000 check for the initial deposit which they cashed. The first time they said they were coming out to build the pool was in Aug 21 and would show up the following month. This did not happen. I received an email asking for money for pool equipment so we would have it when the pool was built instead of waiting for it, which we paid for ($15,517.83). Heartland Pool and Spa company did deliver the equipment that same month and placed it in our garage. They said they would be out in November 21 for a winter dig. Again, they did not show up. In Jan 22 they said they would be out in Feb 22, but again did not show up. We also had a landscaper who was penciled in 23 Apr 22 to begin as the pool was supposed to be completed by then. In Mar 22 they said they would be out in Apr 22. When April rolled around, they used the excuse that it had rained too much and we didn't want to have a lake in our backyard. They then said they would arrive May 22. Again, this did not happen. On May 12, 22 they said they would return our deposit, release us from the contract because they could not have the pool done by our daughters birthday on 16 August of 22. They have since refused to answer our phone calls, texts, and emails. This was the last instance that we heard from them despite numerous attempts to contact them. They have not given us any refund or released us from our contract. We are now seeking assistance in this matter. We do not want this to happen to anyone else. We are seeking a refund of $29,517.83 for our deposit and pool equipment. They can come pick up the pool equipment they left in our garage.Initial Complaint
10/19/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
We signed a contract to have this company put in a pool at our home in March of 2021. When i was “shopping around” for different options for pool installers, this woman (wife of the business owner and company office manager) would answer each and every phone call, email etc until she came to our home and obtained our $14,000 down payment. Since that time we have called, emailed etc with no responses except to finally respond after at least 3-4 messsges have been left only to promise they will be out in the next couple weeks to start our project. It is now mid October and they have yet to step foot on our property to even survey the project area. Their voicemail boxes are consistently full and they refuse to return ANY of our inquiries and now complaints. At this point we do not want to move forward with such a dishonest unethical business. We have since heard similar stories of their dealings with other past customers
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Customer Complaints Summary
7 total complaints in the last 3 years.
0 complaints closed in the last 12 months.