Customer ReviewsforAll American Recreation, Inc.

I bought a pool table from All American Rec and it was installed a week later. The sales staff was very courteous and helped me pick out a table that was ideal for my recreation room.The installers showed up early and took their time to make sure everything was clean, balanced and leveled. What little mess there was, they cleaned up. I have to give everyone an A+ on this project. Well done gentlemen.

Thank you for the positive comment. I will make sure that the installation crew and our sales staff know about their good work. We encourage our employees to be courteous, polite and do a good job.

We recently returned a hottub to AAR that was purchased during the '23 State Fair. Within 5 months our new hot tub lost pressure to the jets, heat pump stopped working, and the control panel stopped working. None of this at the fault of AAR. The unfortunate part is that we did not get all our money back from AAR when we returned the tub. They could not take the hit on the delivery and the return delivery of the tub and decided that was worth $1,000.00. I never received the filters that came with the tub and was told two different times that they would be put in the mail. We spent about $150 on filters. The tub was taken into their warehouse when the heat pump went out. When the tub was brought back the two delivery men did not bring the proper tools to move the tub. I watched them struggle out my window and went out to help them. We had to push the tub, on a sled, over the grass. Not a big deal, happy to help them but it made a mess of my landscape and there is mud all over my patio. When talking with the owner, Jerry, about the $1000 charge and how this should be paid by the manufacturer, I asked him about not getting the filters and my time having to help his people do their job and he had nothing to say about it. We could have traded the tub in and received the full credit but I wasn't interested in working with AAR. Maybe my scenario is few and far between but we will never consider working with AAR again. Jerry stole $1000 from me and he might do it to you!

(Item #1) BBB = Better Business Bureau. AAR = All American Recreation. AAR believes in the good intentions of the BBB and has paid thousands of dollars to the BBB over the past 50 years to support their cause. Many in the retail public are not aware of the fact that the BBB is privately owned and not a government organization. It is easy for retail customers to file a complaint, but difficult for AAR to respond to the complaint. BBB rating system is not accurate regarding positive reviews. Most of the positive reviews are financially rewarded by the company to the retail customer. The BBB rating system is based on positive reviews and can be deceptive for the retail public. AAR has never paid for a positive review to boast our rating number. AAR has thousands of satisfied customers and some dissatisfied customers.

(Item #2) Our customer Michael purchased a hot tub spa from our MN State Fair Booth in August. Customer paid $7,995 sale price for the spa his spa performed per factory specifications for 5-6 months. Customer experienced “Dry Heater Code” on the keypad. Our service department repaired the spa which had a defective plumbing line to one of the pumps. Spa was returned to our warehouse shop by our crew at no charge to the customer. The spa was repaired in our shop and water tested for days. The spa functioned properly and the spa was returned to the customer’s address. The customer was not charged for the pick-up of the spa, repair of the spa and or return of the spa to the customer. Our cost for the pickup, service work and return of the spa was more than $1,500.

(Item #3) Customer informed us that the spa was showing “Dry Heater Code” several days after the return of the spa. Our service replaced the power pack and heater at his residence and monitored the spa. Spa was operating properly. Our cost for replacement power pack, heater and service work was more than $500. Customer was not charged for this the trip charge, labor or parts.

(Item #4) The customer received the filter elements with the spa, as they are installed at the factory. We provide extra filter elements to our customers free of charge. We apologize that the extra filter elements were not delivered with the spa. We charge $49 for filter element at our stores. If the customer paid $150 for filter elements he paid too much.

(Item #5) Customer was offered replacement spa at no charge. Replacement spa could be the same model spa or another brand of spa. We offered a $8,995 replacement spa of larger size and more features at no charge. We have emails regarding the options offered regarding replacement spa. We will honor our replacement spa offer until the end of May 2024.

(Item #6) The customer decided that he did not want a replacement spa, but he wanted a refund. We informed the customer that the original delivery charge was $500 and that we would charge $500 to pick up the spa. Delivery and pickup of spa involves 2-3 people, truck and trailer. We did not charge 10% - 20% return and restocking charge per the terms and conditions of the purchase agreement. Another $1,500 could have been charged but was not. We offered to refund his credit card for ($7,995 less $1,000) $6,995 which he accepted. Then the customer decided that he wanted a refund check and agreed to pay the 2.5% fee, approximately $200 that we pay for credit card processing.

(Item #7) We did not charge 10% - 20% return and restocking charge per the terms and conditions of the purchase agreement. Another $1,500 could have been charged but was not. Unfortunately, the customer lost $1,000 in the deal. AAR will lose over $3,000 in the deal, as we will need to sell it as a used spa.

AAR is a company that has been in business over 50 years and we sell over 500 hot tub spas per year. Spa manufacturers limit the amount of payment for labor and parts warranty. Warranty work is not profitable for AAR or other spa dealers. We have been able to satisfy 98% of our customers. We have hundreds of repeat customers. We are not able to resolve every customer situation, but we make every effort to resolve.

HORRIBLE service!!! I bought a demo from a home show here in Arizona, and when it was delivered late, there was no owners manual and damage done to the tub. After the calling customer service number multiple time and NO return calls. I called the salesman and the owner and NO return calls, I had to call the home show admin. Within a couple minutes we got a call from the salesman. 2 1/2 weeks later the tub is still not working, they are thinking it is the motor. I guess we will see how long it takes for them to fix it! SUPER no happy with the purchase! If this is how they service their customers I don't want any part of it, I wish they would come and pick it up.

Netti Z purchased a display model spa from our booth at the ** Home Show in January of ****. The hot tub spa was water tested at the factory and it was confirmed to be in proper operational order and in good condition. The spa was delivered in January to the customers residence in *******. The customer accepted delivery of the spa and had to schedule an electrician to wire 220-Volt, 50-Amp, GFCI electrical system to the spa equipment. The electrical wiring process is spelled out in our purchase agreement that the customer get an electrical permit, hire a certified electrician and get the spa electrical work inspected to meet *** codes. The spa was wired by **** who is not a certified electrician and the faulty electrical work caused damage to the spa. Customer reported that the spa did not operate and requested a spa service technician. Our spa service technician, ****** went to the customers residence to check for the spa problem and we paid ****** $175 for the service call. ****** found that the spa was not properly wired with a GFCI control box, which is required by code and informed the customer and us of the situation. We recommended to the customer to hire a certified electrician to correct the faulty and the very dangerous wiring situation. The customer decided to have ****, who is not a certified electrician, rewire the spa electrical to save money. We had ****, who is a certified Master electrician call **** after he could not get the spa to operate to help him confirm the electrical wiring. We did not charge the customer for our time and efforts to help resolve the faulty electrical problem.Spa mechanical system has been damaged due to faulty electrical wiring. We have offered to share the repair expense 50/50 for a spa service technician which would be $500 x 50% = $250. We have offered the customer the opportunity to return the spa and they would be charged for the $350 original delivery cost, $350 return cost and 10% restocking fee. We have not heard back from the customer regarding either of these options that we have offered.

First of all, we received NO paperwork, owners manual or instructions for the tub. When the tub was delivered later than advised the delivery company scratched the top of the tub. After calling MULTIPLE time, the owner, salesman and customer service, we did not receive any calls back. I had to get a hold of the ****************** to let them know I was not being serviced by a company that was represented at their show. Moments later, the ball started moving and they had a service tech come and look at it. We did decide to use a family member, whom we believed to be licensed since he had worked for many years and a commercial companies as an electrician. After the two electricians talk together they agreed the tub was wired correctly and that it was the motor/heater/pump, not sure what they said it was and the time, that was not working properly, only a few jet would work. That was Feb.13th and again after numerous attempts to reach ***** to find out if he is going to fix the motor, I finally heard back on Friday the 23rd, and he gave me the options. My biggest complaint is that there is NO customer service, they don't return calls or texts, this has been going on since buying the tub on Jan. 13th. I am planning on returning the tub but I am not going to pay for them to pick drop/up their tub because of their lousy customer service that I cannot trust if they will ever respond to my inquiries in the future. If the customer service was attentive, I would be keeping the tub.

Beware of any promises at the State Fair. I bought a hot tub with a fair discount. We live outside of the city and were promised by the owner that they had people who would service us. Then when delivery came, we had to come up with the people to move it. We then had water leaking and asked for help. We were told to bring it down. We were then told we could borrow their trailer to bring it down, then we were told we could not. This has been a nightmare. Finally they just washed our hands of us. No one local could help because they didn't carry the same brand and first help their own customers. I even reached out a couple days ago to I informed that I would leave a bad review, but wanted to give them the opportunity to see if there was any compromise since they had not kept their word. I heard nothing. So I just want the public to know before they buy from this company, that whatever they tell you, they do not back their word. Very shady outfit.

********************************* 19, 2023 ***************************************************************************** ************** This letter is in response to your voice message and our telephone conversation this week. It is my understanding that your **** Spa Model # ***B, Serial # ******* which was purchased from our firm in November of 2020, and delivered in June of 2021. The spa froze this last winter through no fault of ours or the spa and now it leaks. Spa repairs due to freezing are not covered by **************** factory warranty or any hot tub spa manufacturer in the industry. FYI: Artesian Spas is currently manufacturing Artesian ***** ***************, Tropic Seas ***** Marquis ***** and others.Early this spring I had agreed to allow ***** to use our spa delivery trailer free of charge to return the spa from ******, ** to our warehouse in ************, **. We had spa service people available at that time to attempt to locate the damaged pumps, plumbing pipes, manifolds, plumbing fittings, and the heater for possible repair. ****** schedule did not allow him to get the spa returned to our warehouse this spring as he was busy with his career. When ***** called to reserve the spa trailer several weeks after the original date, we were busy with spa deliveries and our spa service people were busy with swimming pool service work. ***** was going to attempt to find a service person in your area. I am sure that most of the spa companies were also busy with their own spa business and the swimming pool business. Finding a service person to locate and repair leaks from a previously frozen spa is not an easy task, so service people tend to turn the work down. I do not know of any spa dealer who will service a frozen spa at no charge, even if they sold the spa to the customer. You are not asking us to service the spa at no charge, but we do not have availability of spa service people until late this fall when the swimming pools have been closed for the winter. Most spa repair service dealers want a large deposit paid before they attempt to locate and repair a spa that has been frozen. We will require a $1,000 deposit prior to working on the spa if you decide that you want us to work on it this winter in our warehouse. The repair cost can be several thousand dollars and in many cases the spa is not worth the cost of repair.I understand that you would like us to purchase the spa back or immediately repair the spa. We are not able to do or perform either of your requests. We perform warranty service work first which is generally replacing a spa part, not remodeling the spa because of freeze damage. I recommend that you attempt to trade in the spa at one of the local dealers or advertise it on ******** or Craigs List to sell it. You may be able to find a person in your area who is willing to purchase the spa with cash. Some of the farmers are handy and patient with repair service when they are not busy during the winter months.We apologize for the fact that your spa froze, and we are not able to provide immediate service for a spa that is three hours away from our business. We recommend that you select the spa dealer of your choice in your local area if you want to purchase a replacement spa. Some spa dealers have high profit margins and sale prices on their spas, so they may be able to give you generous trade in allows towards the frozen damaged spa. Spa dealers who do not sell their spas with high profit margins are not able to give generous trade in allowance. Spa dealers have different marketing theories and techniques. Our spa sale prices are very competitive as we do not work on high profit margins or give ourselves room to give high trade in values. ****** has already made it clear that she does not want to do business with us, which is acceptable and understandable.Sincerely,All-American Recreation, ***************************** PresidentMobile # ************

Regarding your response. You originally told us you would service our hot tub where we live because "You knew people". To explain that we screwed up because we did not drive to your store, borrow your trailer, find our own people to put it on the trailer, and do the whole thing in reverse in a timely manner is so ridiculous! That's the worst service ever.The hot tub froze because no one would winterize it because they had not sold it to use. He did exactly what you told him to do and it froze. No one would look at it because they didn't sell it to us. We were told to contact the person that sold it to us and you told us we were on our own. You can list reasons all day, but this was a nightmare that any other spa dealer would have helped us, drained our hot tub for us for a price and warrantied the water drainage had we bought it from them. We had no choice but to do it ourself.

Started out with great promise, pricing was fair and I believed this was the right place to purchase our pool from. The initial install went great, and was assured by Herman (TC Pool), that they’d make sure it was done properly. Then they failed to provide the heater in time for the plumbers to install, and now I have to pay a trip charge for plumber to come back. A service tech was sent late in the day, though I did have to take a trip to Menards and purchase fittings for him to use. Equipment looks so unprofessionally installed, and they didn’t install a component, vital to chemical introduction. The technician was very friendly, and wanted to do a good job, though I don’t believe he was provided what needed to be done completely and I believe he was inexperienced with installing this equipment. It’s fortunate that this isn’t my 1st pool, so have experienced with testing and chemical introduction. I’ll be tearing out the piping and installing myself. Have attempted to contact Jerry and Herman, neither have gotten back to me. The pool appears to be of excellent quality, and am anxious to use it.

I sent a letter response late yesterday the 30th of June regarding the customer complaint. Please see the letter response below:I apologize for the delay in getting the correct pool heater for your pool project. The heater that was shown in our inventory and in stock was designed for LP Gas and not *********** as shown in our inventory. The error was noticed when the pool kit boxes and accessories were being assembled for delivery to your home. Our Bloomington warehouse person checked with our ************ warehouse to locate the proper gas heater. The heaters in stock at our ************ warehouse were also designed for LP Gas and not ***********. The correct pool heater was ordered from the distributor in ******************, ** on Tuesday the 27th of June the same day the pool was installed. The distributor informed our *********** warehouse that the heater would be delivered the same day, which did not happen. ***** our ************ store manager drove to St. ******* on Wednesday the 28th and picked up the pool heater and delivered it to your residence.TC Pools was not available on Wednesday the 28th to water plumb the pool heater, because they were building a pool near **********, ** which is 2.5 hours from the ***********. We decided to ask one of our previous installers to plumb the gas heater on the 28th. **** went to the pool site in his personal vehicle after his apprenticeship school classes to plumb the pool heater. **** did not have sufficient plumbing supplies, fittings, and parts in his personal vehicle. **** completed the plumbing on Wednesday the 28th and yes, **** had to go to the hardware store to get some *** plumbing fittings.I asked **** if he plumbed the Frog Sanitizer System into place and he informed me that there was not a Frog Sanitizer System on site to be plumbed, so he was not aware of the need to install. Please look at the Estimated Pool Installation Cost summary on the sale price sheet which we provide to our customers with extra cost consideration. To my knowledge we did not charge you $200 for the plumbing of the pool heater. The cost to plumb the Frog System is generally charged at $100 per our sale price sheet. It is not uncommon for customers to perform the *** plumbing to pool heater and sanitizer system to save the $300 extra charges.I sent you five emails early in June with pool kit sale pricing, installation terms and answering your questions regarding swimming pools. I dont think we met in person until you arrived at our ************ store with the $9,235 check for the balance due on the pool kit. We provide pool residential orientation for customers at a fee of $300, which you did not purchase. We do not attempt to sell this residential orientation service because we are short on knowledgeable staff to teach water chemistry and pool operation. Most customers either stop at our store for free orientation or go online to watch videos regarding water chemistry, pool filter and pool operation. We provide Pool Customer Responsibilities in our purchase agreement. It seems that I mailed the purchase agreement to you, so hopefully you took the time to read the purchase agreement before signing and mailing it back to me.Please let us know what you would like us to do to accommodate the pool installation situation. The pool sales and installation are a short season and 90% of our sales are in April, May, June, and July. Unfortunately, it is difficult to find and keep quality pool installers in such a short season.Thanks, *****