Customer ReviewsforAshland Ohio Pools and Spas, LLC

We had a BRAND NEW pool June 2022, installed by them! We notice in our Dolphin cleaner little bits of the liner. This summer (after 1 yr old), our liner has faded terribly. We contacted them, and they told us (after the manufacturer of the liner said it was not covered due to improper chemical balance). Our water has been tested (with the test strips) and been ok. We have done everything. They totally blew us off! We went to ****** ***** and they took their time to tell us that we had our water at very good levels. They have been unprofessional by not standing behind their product! BUYER BEWARE!!!

We are very sorry that Mr. * ***************** felt "blown off ". They made us aware this year of the particles in their dolphin cleaner and I contacted the manufacturer via our distributor the same day that they sent pictures of the faded area. I warned them as soon as they told us about the fading that I have no records of any water testing on their pool and that the manufacturer would probably blame water chemistry on the state of fading on their liner. The manufacturer and supplier immediately stated the same day that without water chemistry records- They would not warranty anything for the liner fading. Had the ******* ever brought us a water sample - we also would have "taken our time" to read them their results. We have however "taken the time" to extensively research lifts and spa lifts for the gerwigs including calling the companies that make them to ensure it was exactly what they wanted and needed for their handicapped children to then have no follow up on that. We have made a handful of unbilled house calls to their location to fix little things and drop things off. We are a small business that provides GREAT customer service and I'm so sad that these customers can get on here and just badmouth our company when they are actually disappointed in the quality of a liner that they take no responsibility for possibly messing up by not making sure their salt levels and other chemistry was balanced by pool professionals. We valued ******* as customers and are very saddened by this report and the loss of this consumer relationship. We sell and install swimming pools and test water and sell chemicals- we do not have enough staff to ensure hundreds of our customers' water levels are balanced, this is the responsibility of the homeowner- much like changing the oil in your car to maintain its best working results. We wish the ******* well and appreciate their business.

Aaron (the owner) very unprofessional. Makes promises that he never keeps to fix and complete my pool installation. My wife and I rearranged our schedule to accommodate his commitments and he constantly disappoints and no call/no show is not how you treat a client that spends over $100k and puts trust in your company. The liner has a huge wrinkle in it as if it was his first install. The pole shower cracked over the winter because he didn't maintain it correctly during closure last fall. Then he ordered a replacement and ordered it incorrectly. The automatic cover, while uncovering the pool, bounces against the cover lid and doesn't fit correctly. Each time I would call, Holly (store manager) would advise that she didn't know where he was.... After install, he made himself available (cell phone), this year, when trying to communicate with him, you get a VM that indicates he is no longer accepting calls and directs you to call the store and the store advises that they don't know where he is!!! At this point I am alerting the Ohio Attorney general and BBB. Not sure who gave all these positive reviews or when they were put on here but, I no longer have faith in this company and I am obviously taking my business elsewhere.:

We have provided above and beyond customer service to Mr. Levy- including 45 minute phone calls to read his test strips to him, the unprofessional and inappropriate remarks he has made to our sales staff in the store, multiple trips to his home (30mins away) to deliver chemicals and the owner having to maintain a piece of automated equipment that mr **** refuses to learn how to use and take accountability for his pool after our install job was done. Mr **** is the reason our owner stopped taking cell phone calls because he would call and harass him at all hours of the day and evening (6 & 7 am on sundays ). His pool is one of our most beautiful installs. We offered to replace his liner right after install because of the wrinkle and Mr **** refused so we gave him a $4,000 credit off his final payment for the price of a new liner when he was ready to replace. We also provided and installed a new outdoor shower at no cost to him. We are so sorry that he feels it necessary to tarnish our small understaffed business at this time and we would recommend that Mr **** hires a maintenance man that can cater to his every need which we were not able to do for him. We wish him well and are in mutual agreement for Mr. **** to take his business elsewhere.

Vendor states that they have provided "above and beyond" customer service? Very sad to hear that. I experinced very poor customer service with respect to the install. When I brought my water to the store, I did receive acceptable customer service though. " Innapropriate remarks"? I have no idea what they are talking about? I imagine if there were any unprofessional remarks made, the vendor would have alerted the proper authorities and I would have been notified? Didn't happen and the statement sounds like an attempt to disqualify my review. The vendor is mistaken when they state that they made "multiple trips" to my home to deliver chemicals, they did make multiple trips to my home but, it was to examine issues that were made during the installation process. Multiple wrinkles in my vinyl liner suggests that they need additional training before they attempt another in-ground/vinyl pool install. I did accept a discount ($3000 not $4000) because I felt my choices were limited. I was struggling to get a response from the vendor and to order and reinstall a new liner didn't seem like a wise choice. As you might guess, to do this would require emptying a full pool, have a new liner installed (assuming the vendor would not create additional issues), reheat the water, rebalance the water, at that point I had lost complete faith in the vendor. I felt if I chose to allow the vendor to reinstall, I would have lost most or all of the summer season. I did indeed make many calls to the vendor and (as you might guess) that was done because of lack of response. I believe you can surmise that from the vendor's own response. Finally, the outdoor shower was replaced becuase the vendor did not take proper precautions when closing the pool ** in the fall of 2021. Did not empty the water out of the shower channel and the winter weather cracked the shower at the base. They apologized and came back to replace it. Once again I found myself chasing the vendor and gave up, having to pay another party $100 to correct the issue. As far as ever returning to Ashland Pools and Spas, they are on solid ground here, I have been taking my business to FAMILY ****************************** Very professional and care about their customer!!! Glad I found them....