7 Customer Reviews
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Review from Amber D
1 star01/08/2024
November 6th, 2023 our fence was hit and severely damaged by one of their hot tub service men. We have a full video and multiple photos of the incident. Since that day I have called countless times to address this issue. I talked to a manager who told me that they’d be contacting me to set up a consult with a fencing company to come out and see the damage. This has not happened and I’ve received absolutely no contact since that conversation in November 2023. Each time I call I’m told they have taken note of my call and I’ll hear back when a manager comes in. Again, this hasn’t happened. The level of unprofessionalism displayed by this company is truly unmatched.Review from Michael M
1 star09/13/2023
Do not put more money down for a deposit other than what is required! In addition to the $1,200 deposit, I started making payments towards the purchase totaling $4,000. Two months later, I determined I had to cancel due to other construction needed. Majestic would not refund any of my payments and kept all of it. I tried charging them back from my credit card and because of their policy of no refunds; I lost all of the $4,000. Had I read the other reviews prior to my purchase, I would not have gone through with it.Review from Marsha L.
1 star07/24/2023
I bought a bucket of chlorine tabs for $149.00 and they are not dissolving. It's been a week and they just keep saying they are slow to dissolve. I have never had this problem in 25 years! They will not do anything to resolve this.Review from MicAda
1 star07/17/2022
I've been calling the spa department, approximately once a month, for more than two years now in attempt to have my hot tub moved from one side of my house to the other. I've not received one return call. Yesterday, I called and the associate offered to transfer me to a manager or the owner. She transferred me to Tim. When I asked if he was the owner or a manager, he identified himself as a manager. (I see in other complaints that he's been identified as the owner. If this is factual, I'm even more horrified.) I let him know how many times I'd called and that I hadn't heard back from anyone. They have me hamstrung as no other company will move it because I didn't purchase from them and have been told that they don't have the right equipment. After arguing with me about the information I was given by other companies, and as I was trying to explain this, he screamed at me and said that I was very rude and never to call again. Don't get it twisted: I was not rude. I was frustrated at the fact that I'd made multiple calls over more than two years and not one person had bothered to tell me that they weren't moving hot tubs. I was further frustrated by Tim's hostile, rude and abusive behavior. As evidenced by other complaints, this is clearly Tim's modus operandi. I shouldn't be surprised, though. About a year after we bought the hot tub, the pump had a problem and service came and picked it up. After they had it for more than four months, and I'd made multiple inquiries into status and asked to speak with the owner with no return call, I found out that owner was there in the mornings. I went to the store one day as soon as it opened to speak with him and he - literally - ran away from me into the warehouse. He then sent another associate out and I heard him tell him to go "deal with that b*tch". Nice. From my own experience, and other customer reviews, I can see why Majestic isn't BBB accredited.Review from Charles S
1 star05/27/2022
Recently was scheduled to have my pool opened 5/21, which was confirmed on 5/20 by Majestic. On 5/21 (the day of the appt), they called in the afternoon to say they could not make it and that they would be there on Monday 5/23. Although frustrating because we had waited around all day, I said that was fine. On that Monday, they "opened" the pool, but explained that they could not get the pool heater to work properly. They said they would have to send out another guy on Thursday 5/26 to fix the heater. Nobody showed up. We called to find out what time they might be coming and were greeted with extreme rudeness and unprofessionalism by not only the servicing representative but also the "owner". I was extremely frustrated and asked to speak to a manager and the "owner" refused to transfer me. The reason why this was confusing was because my called and when she spoke to the same woman and asked to speak to the manager the "owner" transferred her. The owner then called my wife "disrespectful". As someone in the service industry myself, this is NO WAY to handle upset customers. And before the "owner" replies to my review saying that I was rude on the phone, take that time and use it to train your employees on how to handle upset customers instead of belittling myself and my wife. This company is laughable. You brag about being the only pool company open for 40+ years, but it is shocking you made it that far based on your service. I just got a call back from a different person (don't know why the "owner" wouldn't handle this situation) and they told me they would only come to my house to fix WHAT THEY PROMISED if I deleted my review. This was my honest and truthful experience with them and I am sure this is not the first time they have done this. I also received no apology for the way I was spoken to by the "owner". Before you get involved with this company for any reason, you can expect the same treatment that I have received today-rudeness, incompetence, and dishonesty.
Majestic Pools & Spas Response
06/02/2022
Our opening crews do not service heaters, and a heater repair is not included in the opening. You were put in line for a heater repair. Being the busiest week of the swimming pool season, and having 6 service techs out with COVID, we were doing the best we could to keep up. You were called first thing Thursday morning and told a tech would not be out and that they would get there as soon as possible. Your wife spoke to the office manager, who did not call her disrespectful. We do our best to handle customers who are yelling at us in as polite a way as possible, but understand, it does not move you up in the line. You were indeed speaking with the "owner". I tried explaining to you that we will get there as soon as possible as you were screaming at me that we will "be here tomorrow or else". We try our best to make every customer happy with the service we provide. There is not next day service during the busiest week of the year, especially with the labor shortage and staff being out sick, so we do ask for patience. Unfortunately, we cannot please everyone and not everyone wants to wait. We do understand that some customers will call around to see who can come out first, but we should not get yelled at, threatened and hung up on before this is done. I am very sorry we could not come to a mutual agreement with you and make you happy, but my store manager did try. Your file has been marked NO SERVICE.Customer Response
06/03/2022
In response to your crews don't service heaters: I never said they did. Your worker who came to open my pool said that he would send someone out on Thursday to work on the heater. I did not receive a call first thing Thursday morning; I had to call you guys to find out you weren't coming. That is when the woman who answered the phone, the "owner", was rude to my wife. When I called to see what was going on that is when I was told "Your wife was being disrespectful". When does it become my problem that you are short staffed because of Covid or any other excuse you want to make? My appointment was rescheduled three times, two of which I had to call you guys to find out that you weren't coming. While on the phone with the "owner", who was extremely unprofessional, I was told that we weren't even on the list for Thursday for servicing. If you try your best to make every customer happy, you should try treating them like customers and not low life burdens. After that conversation, I received a phone call from the service manager who went on to tell me that he guaranteed my wife that he would be there Friday- which was not true either. He then said if I don't take down my review he's not coming. If this is the busiest time of the year and you know you are short staffed, then why did you promise me three different appointment dates if you know you could not fulfill them? As far as putting me on the no service list, we didn't get any service anyway. You can be sure going forward that anytime Majestic comes up in conversation, I will be sure to share this experience with everyone. It looks like many others have had similar experiences to mine. Not a great reputation for a company claiming to be the "best".Review from Michael S
1 star05/02/2022
Terrible company, don’t use! Purchased pool From them some 20 years ago, after services are less than pathetic, in fact when they open your pool ask them how much chemical they are putting in because they always put in less then you need …. Because they want you to buy more from them to get your pool up and running. If your a liberal customer, don’t go there, they have some *** **** employee that has flags on his truck with a “******* flag“ ridiculous , fire his ***, we used a different company this year that was great using the appropriate chemicals it that allowed us to open it in 72 hours terrible company and bad service after the factReview from Jennifer P
1 star08/24/2021
ZERO stars would be the most appropriate rating here. They will NOT stand by their product, which in our experience has been bad from the installation. Rick S, the manager, was the most arrogant, rude, condensing person I have ever spoken to in a business scenario. He informed me that customers have "been lying to him for years" and then proceeded to assume that I was not being truthful about the issues we have been experiencing. He told me that me writing a negative review "wouldn't matter because we are already booked solid for pools for the next two years". Rick also then told me that I "have 10 seconds to finish this conversation before he ends it". At the end of the day, the product is not good, the service is disorganized and not always timely (last year we were told we needed to wait almost three months for service), and the managers are horrifically rude, biased, and unreasonable. If this review can save just one person from getting a pool from them, at least these experiences would do some good.
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