ComplaintsforPool Mart, Inc.
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Complaint Details
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Initial Complaint
05/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have a hot spring grande hot tub which is 9 years old. We needed a new cover and this was ordered with pool mart over 1 year ago. Pool mart is the only vendor who will service hot spring. When the cover arrived, it did not fit and the clips were never put on. We have made several attempts to notify pool mart of the issues with the cover - it not fitting and leaking. The last year, we have been told we needed to replace the lines, and heater. In which we did. We have been told to put towels in between the top as water evaporates and the towels would help with the evaporation. After a yelp review, the GM contacted us and admitted we received the wrong cover. The cover was finally replaced correctly but with no clips. The leaking continues, upon inspection- the heater they just replaced was crushed from improper installation. The heater was fixed. But the leaking continues. We have made several attempts to resolve this issue. When it is windy the cover blows off and I have high concerns of this brand new cover being damaged. Our control panel is currently not working and we still have undetected leaking. Pool Mart is telling us we have to send the tub in to be repaired but they do not have a time frame of when and our calls remain unreturned. All we wanted was a new cover. We did not have any leaking or any issues with this hot tub before the cover was replaced. We have replaced several parts and still do not have a cover properly installed with clips and still experiencing leaking.Business response
05/31/2024
To whom it may concern, This how tub is 9 years old and over time leaks can develop. Some leaks are visible in the main compartment on a heater or pump and some are what we call "in foam". A couple of the repairs were visible and taken care of and the other are "In foam". In foam repairs are worked on in our shop because where there is 1 leak in plumbing, there may be multiple. This hot tub is #2 in the cue to be picked up and it's probably going to be another 1 month approximately.
As to the cover issue. The cover was ordered and developed a defect and was replaced under warranty. Pool Mart went out on Wednesday 5/29/24 to attach cover clips.
Pool Mart is a 50 year old family business that takes customer service very seriously.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.