Complaints

This profile includes complaints for Ohio Pools & Spas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ohio Pools & Spas

  6815 Whipple Ave NW Canton, OH 44720-7335

  
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  Ohio Pools & Spas

  5826 Mayfield Rd Mayfield Heights, OH 44124

  
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  Ohio Pools & Spas

  1061 Center Rd Avon, OH 44011

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I bought a swim spa and sauna from here in April of this year. First they never sent the electrical board we needed for the electrician to do the hookups. So we bought one and were told we would be mailed a check for reimbursement (never happened). We then were told the wrong wiring combination from an employee at the store for the sauna. We had to have it rewired which cost us an additional $1300. The salesman stated that the employee was new and didn't know what he was talking about. He then said he would make up the cost to us in "products" (never happened). Then on the day of install for the swim spa, the foam on the cover was ripped and they stated they would replace it (never happened). The cover was also not screwed in correctly on one side and I have called/emailed repeatedly asking for this to be taken care of with no response. The cover cannot be opened on that end anymore as it would actually break off. When our sauna was delivered the door was installed unevenly and the front of the roof of the sauna was never screwed in. They stated they would come back to fix it and that hasn't happened. I have called the store manager, the service department, and even the left a voice message for the owner with no response. We have spent around $50K at this store and you would think we would have a better customer service experience than this.

  Business Response

  Date: 10/25/2024

  Hello, 

  Per the complaint filed, here are the updates to the request. 

  Refund/reimbursement - 220v sub panel in the amount of $205 - requested by the party - that is now completed (see the attached document) 

  Foam cover ripped - that part of the product has been replaced by a new piece (see the attached document) 

  The cover not screwed in/not being able to open cover  - that part has now been completed as well as we replaced both shocks for lifting have been replaced, which was the cause of the issue (see the attached document) 

  Sauna door - this part has been corrected, the unit was shimmed per specification to allow the door to work correctly (see the attached document)

  Sauna roof - remaining screws were added, for final part of installation (see the attached document) 

  The only remaining item at this time per the request is for a store credit or reimbursement for electrical, in which that's still in discussion to finalize a finale number for all parties involved. We can send over once, that has been completed too, however we were on a time allotment to respond to this complaint.  

  All request for the initial Service have been corrected and the initial refund for the 220v sub panel box has been completed. 

  Another item was uncovered while fixing the others, a trim piece for the sauna, which is now being address at this time too. 

• Initial Complaint

  Date:10/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a hot tub cover with installation and they are way passed the time quoted for delivery and installation

  Business Response

  Date: 10/23/2024

  Hello, 
  Mr. ***** initially order his cover on 7/16/2024 / All cover orders from our manufacturer take approximately 90 days from date of order to arrive.
  From there, the cover is either picked up or delivered and installed. For this order, Mr. ***** opted for us to deliver and install. 
  His cover arrived on 10/11 - (within the 90 days from date of order) and delivered and invoiced to Mr. *****'s home on 10/21/2024. 
  This portion of the job has been completed both in our computer system as well as the photo indicates, the cover now resides at Mr. *****'s home and is installed on the hot tub (See phot #2)
  Please let us know if you need any further information and if you need any further clarity on this transaction. Thank you, 

• Initial Complaint

  Date:08/29/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a customer of Ohio Pools and Spas since 1999; purchased a *** ******* spa in Feb 2019 for $4574 which suffered freeze damage last winter. I contacted them by phone multiple times in May 2022 but the recorded message said the service department was too busy to answer calls, so I visited in person and was told that pickup & delivery is $550, including 3 hours of diagnostic labor time. Tub was picked up 6/28/2022; the work crew was advised of the leak & shown the rotted corners on the tub for replacement. No receipt for pickup, written estimate, or work order was ever supplied. On 6/30/22 I spoke to Scott ******, the technician servicing the tub; he advised that he could not troubleshoot for possible additional leaks until he ordered parts to repair the one initially found at the rear of the tub. I expressed concern of potential costs exceeding $1500, so asked if the company was interested in buying the tub back. On 7/5/2022 upon receiving a phone call that the company was not interested, I authorized Mr. ****** to order the parts to repair the initial leak. On 8/8/2022 I inquired about the tub status; Mr. ****** stated that although parts had arrived earlier, he was instructed to work on other customers' tubs instead. His work detail shows that he worked on mine only after my call; only one leak was repaired, except for a minor drip from a fitting cap in the equipment area. Invoice of 8/17/2022 does not match the work detail; the 15 hours charged for labor - including 3 hours diagnostics - does not match Mr. ******'s 7 hour time. Some (but not all!) of a 2nd person's time (Ms. ********** was arbitrarily included, even though the invoice clearly specified only "1 Man Billable". Additionally, the sales tax charged was in error; total invoice was $2094.69, but should be $1013.32. All but Ms. ********* time I have offered to pay in full. Company refuses to correct their invoice or re-deliver; Company is holding my tub in ransom; has now had for 2 months.

  Business Response

  Date: 08/31/2022

  Repairs for the hot tub were suggested to be $2,500 by a Spa Service Technician on 6/30/22 during a phone conversation with customer. Authorization by customer was made to order parts and move forward with repair also via phone conversation with technician.
  Our technicians and service assistants are required to note and log all actions performed while repairing a spa. We then go through the detailed invoice and add up all of the time spent by technicians and service assistants working on the hot tub in the shop (we spent over 24 hours of total shop time on this hot tub repair), we examine the time spent, the service standards, ensure that we are working within the margin quoted to the customer at the onset of the service and do not charge for time spent on inter-office communication, moving spas on/off racks and time spent wrapping/unwrapping, etc.  The resulting invoice for this repair equaled 18 total labor hours.
  The line item “SPA SERVICE - 1 MAN” indicates labor per hour/per person and is not specifically tied to a gender or to one specific person.  Regardless of the confusion about the name of this line item, the hot tub was repaired within/under the $2,500.00 amount quoted for repair.
  We don’t understand the rationale behind the customer not wanting to pay for Ms. ********* time spent repairing this hot tub.  This hot tub could not have been repaired without her labor.  If this customer would like to clarify or explain the issue around Ms. ********* labor we would be happy to respond.
  Ohio Pools & Spas quoted up to $2,500 for the service of picking up, repairing the freeze damage and rotten corners, and returning this hot tub.  The hot tub has been repaired, is ready for return. The invoice amount due is $2094.69. We would like to schedule the return of the hot tub once the invoice has been paid.

  Respectfully* ****** ****** President Ohio Pools & Spas

  Business Response

  Date: 09/14/2022

  I apologize for my delay in response. I did not receive an update notification from BBB and was looking out for an email. 

  We will accept customer's negotiated payment of $1,066.42. 
  We have scheduled the return of the hot tub for Thursday 9/22/22 for 1st job in the morning.   We should arrive between 8-9am.

  Customer Answer

  Date: 09/26/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  On 9/14/2022 Ohio Pools and Spas was advised that they were in violation of Ohio laws; specifically that 1) Ohio Administrative Code Rule 109:4-3-05 requires a business to provide an oral or written estimate to the customer, and that such estimate be acknowledged by him/her if the service repair is expected to exceed $25, a function that the business did not do, and 2) retention of a consumer's product for over 30 days in a payment dispute violates Ohio Revised Code 2013.02 which addresses theft and fraud (the spa was being held as ransom for payment and retained by the business for over 30 days). When the president of the firm, ****** *****, was advised that the filing and prosecution of criminal charges against her for theft, a felony offense based on the value of the spa, would occur if she failed to return the spa to the owner, she avoided filing of criminal charges and settled the matter by returning the properly functioning spa at no charge to the customer on 9/22/2022.  

  ****** ******