Complaints

This profile includes complaints for Aurora Pool, Spa & Billiard Gallery, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Aurora Pool, Spa & Billiard Gallery, Inc. has 2 locations, listed below.

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  Aurora Pool, Spa & Billiard Gallery, Inc.

  6521 Central Avenue Pike Knoxville, TN 37912-1504

  
• 

  Aurora Pool, Spa & Billiard Gallery, Inc.

  404 N Liberty Hill Rd Morristown, TN 37814-4910

  

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:03/24/2025

  Type:Product 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.

  On May 29, 2023, I purchased a hot tub for $5,000 in cash, using a significant portion of my limited savings after a difficult divorce. This was meant to be a personal investment in my well-being. The company advertised a 60% off sale, though I am unsure if I actually received the discount. The hot tub functioned properly for a short time. However, within months, the water would not stay above the jets. Each time I filled it and waited for it to heat up, the level had dropped before I could use it. When I contacted the company, they initially said water evaporation was normal. Due to a harsh winter, I couldn't inspect the underside until the weather improved. Throughout the season, I called multiple times to report the issue. When I finally checked under the deck, I found two small leaks and reported it again—making it about the fifth time I had reached out. After nearly a year, a work order was created on April 2, 2024. I was told a technician would visit on April 11, but since I was at work, I can't verify if anyone came. Later, I was informed a part needed to be ordered because the one they had didn’t fit. To my knowledge, no one has returned, and the hot tub still won’t hold water above the jets. The hot tub had a one-year warranty, yet I feel the company deliberately stalled to let it expire before addressing the issue properly. Despite repeated attempts to resolve this, I have been met with unresponsiveness. I requested the owner's contact information, but my requests were repeatedly denied. The service manager claims the owner is in a dispute with the manufacturer, but that is not my concern—I simply want a refund. When I raised this with the store manager, I was mocked and told I would not be getting my money back. I am extremely disappointed by the lack of accountability and customer service. I seek a full refund for this defective product, as the company has failed to provide a resolution after nearly a year of reported issues. Thank you.

  

  Business Response

  Date: 04/03/2025

  Hi there *****,

  We have had constant communication with you about this issue over the past year or so. When we need to order parts for a warranty job or have a delay in schedule we ALWAYS honor/extend the warranty even after the warranty has expired as a company policy and courtesy. We DID service the tub on April 11th but we informed you multiple times that we needed to follow up and have our tech look at the tub an additional time (free of charge), which you requested this information be in writing, so one of our managers emailed that to you as well. You would actually not let us come look at it an additional time, and simply stated that you had a "lemon" tub and demanded a refund. You sad that there was "ongoing issues"with the tub yet, our service department had only been able to look at it once. We had difficulty getting parts for your tub model and you were one of 100 other customers that were affected by this. You have to let us do our due diligence to try and fix the tub before you can demand your money back. Which, you did not give us the opportunity nor did you have the patience to do so.

  Thanks,

  Team ******

  

  Business Response

  Date: 04/03/2025

  Here is an email correspondence with ***** and one of our sales managers (with stake in the company) regarding an additional service call performed after we, eventually got the necessary parts in she needed. This was performed under warranty and we, evidently, replaced the jet body in the footwell. We never received any response after this message. 

• Initial Complaint

  Date:04/26/2023

  Type:Product 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 ordered a fiberglass pool from Aurora in May 2022 that should be delivered by August 2022 (incl. rain delays) per the contract. I purchased the rectangular pool they had onsite even though it was not the shape I really wanted, so there would not be any delivery delays. Within a few days my salesman (*****) called to say that pool was no longer available, but he had already contacted their FL manufacturer & they had an identical one already made & it would be on the next shipment to east TN (can up say bait and switch?). I should have asked for a refund then, but I did not realize the pool would not arrive until many months later b/c the manufacturer doesn’t ship until all pools going to an area are ready - to save on shipping cost. If I had known this, I would have ordered the shape I really wanted. In the meantime, Aurora dug up my backyard & in doing so, tore up my entire backyard & my neighbors side yard. (I had to smooth both yards & purchase & install sod to restore my neighbor’s yard). The pool finally got finished & filled with water in Nov. 2022. Within a few weeks, the sides of the pool collapsed inward causing gaping holes around the jets & returns. That was five months ago! In May 2022, I asked for a full refund for breach of contract per their contract terms. I have paid them $40,000+! They refused & said they would repair the pool (4 months after collapse)! In APRIL Aurora had technicians from the FL manufacturer here to make repairs, who said the pool can’t be repaired because holes were too big & now causing tears in the fiberglass. Manufacturer mgr told me the collapse was caused by Aurora because they did not shore up the frame properly and they used large gravel under and around the pool instead of flowable fill. Therefore, the heavy gravel shifted causing the collapse & damage. NOW Aurora says a new pool should be here May 23, even though an identical pool is onsite in FL! I have lost all confidence in Aurora’s “promises” and abilities!

• Initial Complaint

  Date:02/15/2023

  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.

  I ordered and contracted with aurora to install an inground pool June 2022. The pool arrived to them in September 2022. The houses are close together in my neighborhood and they assured it would not be a problem. Week of thanksgiving contractor returned spoke with neighbors now saying couldn’t be done without removing a section of their fence. This was done in preparation to dig. Then there was a money issue with the contractors and they quit. I asked for my neighbors fence to be replaced it was not. January 2023 my hole is dug and just left to continue filling with water. I call ask for updates am told we’re coming tomorrow no one shows. I called this week now I’m told I need a sump pump by the contractor. Call aurora nothing is known of this on their end. I tell them if that’s what needs to be done then let’s do it. Well then they can’t get an electrician. They are unorganized not prepared and do not keep me informed on anything.

  

  Business Response

  Date: 02/17/2023

  The contract was signed in June, stating that estimated start time of the project would be 16-20 weeks. Also, to make sure to add 3 additional days for every day of rain to that time frame. We were able to still start the project around the approximate time frame of the project. However, due to excessive rain amounts during the course of that time (after the initial dig was completed) the ground was too saturated to safely get rock carried to the back yard to set gravel for the bottom. It was determined during this time that rain water was standing in the hole for an extensive period of time. After discussions with the homeowner, Aurora agreed to refund the down payment for the pool, the site survey fee, as well as the expense the customer had in having the dirt hauled away (totaling all expenses the customer has paid) and agreed to refill the hole and grass and straw the yard. We also shored up the hole by the patio until weather conditions are good enough to get dirt back to the effected area. 

• Initial Complaint

  Date:08/30/2022

  Type:Product 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.

  This was email I sent to them purchased my pool last year. They said it should be placed by sept of 2021. This did not happen. I called later in the year after hearing from no one. In January to hear that they would be receiving the pool in March. Again calling back to hear in April that I would be receiving a free salt system, cleaner for the pool and they also said a cover etc. for my waiting period. (Which I also noted the salt system was being given away to everyone on the company's face book page. I again called and kept hearing the company will not call me back.. I told Jon Kane that I wouldn't be doing business with anyone who would be selling me a pool but not answering thereafter. I called again and Said they would make my pool a priority. and it should be arriving in June. Finally June 30th I hear from a contractor.. Again that the concrete would be on me to find. They began digging this pool July 17th. I understand rain... and it causes delays.. but there have been many days no one has been here.. (especially since it was a priority) I asked if they could have it done by August 20th and Jon laughed. Then august 3rd I got the great news he has the pool FINALLY because even though I was told he had it... it still was not at aurora. and guess what it was the wrong COLOR! I didn't get anything for this and all this trouble except for an offer of $500 off a cover.. which is frankly ridiculous... On top of that they finally put it in the ground and then for a couple days I was asked multiple times for 19 grand.. Still no pool has been placed I sent most of this email to them.. no reply... this is very sad.. I have no pool, the wrong color, and have been told no one to do concrete. he offered 2800 I got a quote for the concrete same dimensions they state $4800. It's in a contract that they would do it. He said he would take off the money for it... he sent me a new total but on the sheet they added cost back on

  

  Business Response

  Date: 09/26/2022

  Consumer Response /* (2000, 6, 2022/08/30) */ Agreed to the concrete of $4800 Consumer Response /* (3000, 12, 2022/08/31) */ I accidentally clicked satisfied for entire case. I only meant with the concrete offer. I am not satisfied with the length of time, the fact I had to take this color pool Bc (as per they were no longer dealing with the company that made this pool) even after asking before if we could get a different one since the vendor was not responding to phone calls or emails.