ComplaintsforPool & Spa Depot

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted pool and spa depot to replace our pool liner in Feb 2024, they required payment in full before even putting us on the schedule. Came out end of March to do it. Told us the sand (floor) would be smooth when they finished. Its not. Made it worse actually. Called and told them, they scheduled us for Saturday (april 6) to repair it, cancelled on us then rescheduled for 10 April. *** came out took pictures and left. Not only is the floor not smooth like they said but some of the connections are leaking. Just informed us they will fix it next spring when we open the pool. Unacceptable, we paid in full already and job isnt even done right and now we have to wait a year to get it fixed. Didnt offer a refund or even apologize for it.

  

  Business response

  04/11/2024

  **************- I am not sure why our scheduler went down the road of offering you to wait until after this pool season to make this repair.  We do offer that in season when it is warmer so that we do not disrupt swim season. For this time of year, there is no reason for us not to fix this prior to season so that your pool bottom is smooth and your liner replaced properly,sorry for the issue with this. 

  We are adding you back to the schedule asap, sorry for the miss on this!

  Customer response

  04/23/2024

  They are still in the process of fixing all the issues. After several visits for leaks I think they finally got them all. They came out today to fix the last couple leaks around the jets. Havent been able to check it yet. 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a stealth pool on March 10th 2023. We still don't have it available to use. They tore up our sewer pipes. I had to pay for those repairs myself. Almost all texts to sales person go either unanswered or unresolved. All calls to construction department get answered with we will call you back. Pump doesn't work. I have a pool with green water. No remote for light. I have asked several times where to get a remote. No answer. *********** was a waste of time. Still no idea how to care for the pool or use equipment. I do not have a project manager to tell me what I need to do next. I've had to figure it all out on my own because the company never responds to questions about what to do next. This has been a complete nightmare. I just want a working pump/pool. I shouldn't have to wait 4 months to have a working pool that the company advertises at 30 days or less. Now they say they can't get to my repairs for over a week. Unacceptable.

  

  Business response

  07/12/2023

  In looking into this project it is noted on your account that you did in fact purchase the pool on March 10th, I also see notes that you asked for the build to be pushed back to the middle of April and we had you scheduled to build around April 21st that was moved to a build date of April 25th.  I also noticed that during your build, rock was hit which with any rock-hammer project extra delays will be inevitable.
  
  After our service team connected with you, it was discovered that your electrician wired the pump incorrectly, causing the pump not to work, thus no circulation in the pool until we were able to help him get the pump operating correctly. This can and will cause water to turn green, but that is a very easy ********** it clear partnering with our water test team. I believe that has been completed on your pool and everything should be operating correctly as far as your pump and filter go.
  
  I also see that your ** light was not properly installed by our builder and we are in the process of replacing that unit with a new one at no cost to you.  Sorry for this issue, it is a simple mistake, but if the ends are not tightened properly, the unit will fail, again we are correcting this issue.
  
  In review of your contract, you did NOT purchase a light with a remote control, there is a $300 upcharge for the remote, however we understand that this part of your project is confusing and will provide you the upgraded remote at no charge, as I am sure if offered properly, you would have spent the minimal amount to add it, compared to your overall project cost.  Next season, we are planning on doing away with the switch option and only sell this package with a remote for the light.
  
  I also see one open ticket for two parts that were lost in the shuffle, a pump basket and a skimmer cover.  These will be brought out on the same trip that we replace the ** system. Thank you for your business and we hope you enjoy your pool for many years to come.
  

  Customer response

  07/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been trying to get a pool liner and light installed for over a month now. Payment was made in the amount of $2729.81 on 4/21/23 & contract signed. After numerous calls, we finally got a scheduled date of 5/18. No one showed up. After 3 phone calls yesterday, we were told the installer was running behind and would be out today. So far no call or show of an installer. It seems this company does not return calls , ever or notify for any changes in plans. At this point we just want what has been paid for. There seems to not be anyone in charge. Plenty of excuses tho.

  Customer response

  05/20/2023

  We were promised to have install done on 5/18. No one showed up. Numerous calls to company & stated job was delayed by 1/2 to 1 more day. No one showed 5/20. Installer finally called back the evening of the 20th. Assured ** he would be here to install on Saturday the 21st. He actually showed up with liner. It started raining so he left saying he would be back when it stopped raining. Nope!!  I called him & he said he had taken a nap & said to let him see what he could do. That was at 1:15pm. It is now 6pm. He did not come. I called the company. They took a message a would have someone call back. No call as yet. We were told to finish draining the pool which we did this morning. So now, we are in limbo not knowing what else to do??

  

  Business response

  05/22/2023

  **************- We are very sorry that we have not met your expectations on your liner replacement that you paid for.  We did get the liner hung over the weekend and I think we are waiting on the correct light to complete this project. 
  
  This time of year is our highest demand for liners and Liner Installation Techs are one of our most under resourced position company wide, not an excuse, a fact.  With many liner installs we use subcontractors to do the work.  We provide them a schedule, however there are times that they do not make it to a job and do not let ** or the customer know they will not make it to the job that day.  This is what happened on your **** appointment;again we are sorry for that miss.

  Customer response

  05/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Sep 28, 2021, my wife and I signed a contract with Pool & Spa Depot here in ***********, for a 18x38 rectangle pool with an 8' deep end. We wanted a wide pool that was at least 8' deep so we could accommodate our family and guests diving from a rock that we wanted to use from our property. This was their biggest pool. A BIG reason why we signed a contract for this pool in the fall, was we needed this project done prior to the summer of 2022 due to huge commitments that we had. We were assured that "we would be swimming by May of 2022". We paid the initial $500 down payment and the first draw of $14,400 to Pool and Spa Depot.To keep everything on track, I completed and paid for the septic tank set back requirements in Oct 2021. I did this ******* and Spa could pull the building permit.Pool & Spa Depot required all of the parts for the pool to be in before construction could begin. When everything arrived 3 months later in Jan of 2022, we were told that they couldn't begin due to the steps being broken. In order to stay on track, we reluctantly agreed to move forward with another comparable pool with an 8' deep end, which was in stock. Even with this change, they still didn't begin construction until April. This 3 month delay had no excuse. I constantly called during this time and was only told that they would begin "next week". When construction finally began, they requested more money, I refused until they got back on our agreed timeline. They continued to delay construction without excuse for a few additional weeks. When they finally showed back up at our house, they installed concreate incorrectly and poorly plumbed the pool. A few more weeks would pass before they would finally correct these issues.The pool may have water in it, but it is still not complete. Several issues with construction quality, as well as getting a 6' instead of 8' deep end, and a rude project manager who continues to fail to address these issues, are the reasons for this complaint.

  

  Business response

  01/10/2023

  We have reach out to this customer to get a detailed list of any open items with this pool. Our construction manager will go though the list and repair anything that needs addressed understanding that a different company poured the concrete around this pool. 

  There were delays during this pool build, similar to most pools and other products based on inventory shortages.  We also had a major labor change that when the contract and expectations were completed, changed closer to the time of the build.  We are sorry for the extra time to get the pool in the ground and if that changed any plans or events that you had scheduled.

  As far as the 6ft/8ft deep end, we will be unable to change that.  The build order that was done for this pool was at 6ft based on the contract being hard to see.  We are happy to wave the final payment of $1,000 due on this pool for the issues.

  Customer response

  01/11/2023

   
  Complaint: 18680428
  
  I am rejecting this response because:

  I did receive a text requesting a list of issues that need to be addressed from the original salesman from Pool and Spa Depot. This was on Wednesday January 4th. He seems to be the only person from this company who will communicate with me. I emailed this punch list in PowerPoint detailing the issues that included pictures. I informed the project manager of these issues as they arose without a response. Just as it was then, I have not heard another word from their construction manager or anyone else from Pool and Spa Depot. 

  
  We have had two project managers on this pool. Issues along the way and as we were reaching the end of this project, have been communicated with the project manager. The issue was his failure to communicate back with me and follow through on being a PROJECT MANAGER and getting these issues addressed. 

  
  As for the concrete being "a different company", our salesman referred us to ****** Concrete who the salesman advised "pours most of their pools". Contracting with ****** myself was much cheaper than letting Pool and Spa contract with him. This was a no brainer! I would like to think if ****** Concrete pours "most of their pools", that he would know what he is doing. The deck jet issue is just one example of Pool and Spa Depots failure to communicate and do their part to get the job done. Pool and Spa depot told me that the "concrete guy" installs the deck jets. On the day of the pour,***************************** (the owner of ****** Concrete) told me that they have NEVER installed the deck jets. In fact, ******** immediately got on the phone and called the owner's son *** and explicitly expressed that to him. Pool and Spa should have had someone there to install these. They failed to do that. The coping **** joints are another example of the coping not being properly installed. Or at least the joints were not installed properly. You cannot put these things on a concrete guy who "pours most of their pools". ******** told me himself that he has: "never seen a pool project so messed up since he has been pouring concrete for them". That should tell you something! 

  
  As for the delays, all of the components to build this *************** that we had to switch to, were "in stock" according to the salesman. Even with that, construction still didn't begin for nearly 3 months! Looking back, delays on our project appear to me to have been due to my persistence with them on getting the job done and fixing the issues that I sent them. There were several instances where weeks of time were waisted for no logical reason. The project manager was rude and confrontational about my requests to fix HIS problems. I just dont understand that. I again believe that my persistence was the cause of my delays. If I had a project manager like this working for me, he wouldnt be working for me very long! You have to take better care of your customers.

  
  I manage a $40Million operation and understand logistics and labor issues. This appears to be more of a management issue to me. I believe their problems started way before I signed a contract with them. I believe they sold more pools than they had the logistics to install, as promised to customers such as myself. This is evident by numerous similar complaints that I have discovered with this company, just this past summer. Some were just so frustrated that they let it go. I WILL NOT let this go!

  
  As for the 8' deep end. The $1000 that they say that I owe them, would not come close to covering that. The cost differences between their 6- and 8-foot-deep pools will tell you that. My estimates were between $6 and $8,000. Their penmanship on the contract is no excuse. The man who wrote the contract WORKS FOR THEM! If they had a question about it being a 6 or an 8 on the contract, they should have verified that with their salesman who knew that we wanted and paid for an 8-foot-deep pool. This seems to be a pretty simple thought that would have prevented a major problem, while giving us the product that we purchased.

  
  I again respectfully request Pool and Spa Depot to do the right thing here and make this right! 
  
  Sincerely,
  
  *******************

  

  Business response

  01/22/2023

  Our Director of Construction is working with ************** on the open items with this pool build with a goal of addressing all of the concerns with the customer including a credit for the difference in the cost of the pool depth.  We are very sorry that these issues happened, and are working to correct this as quickly as possible.

  Customer response

  01/27/2023

   
  Complaint: 18680428
  
  I am rejecting this response because:

  *** (the owner) and I discussed what he had corrected on the punch list that I provided him. *** sent an employee to my home who installed the deck jet that was not installed. The pool is currently winterized so I am unable to check to see if it will work properly. *** explained to me that the second deck jet (that was originally installed incorrectly), was corrected. If it was fixed, I couldnt tell.
  *** said that the **** joints and concrete joints (next to the steps) were fixed, but due to the pool being covered, I have not verified that. As for the leaks around the equipment pad, would have to be corrected once we re-opened the pool. 
  As for the deep end issue, *** told me that they felt the deep end being 6 feet deep instead of 8 feet deep (as the contract reads) was only worth $2000. I explained to *** why I felt that it was worth more and told him that I would speak with my wife to get her thoughts about his offer. *** told me that he would call me on Monday of the next week, and when he failed to do so, I called him and left a message on his voicemail. I have not heard back from him. 
  My wife and I both feel that this deep end falling more than two feet short of what our contract states, is worth more than the $2000 offered. As I mentioned before, we would have purchased that Grecian pool (the first contract), if we wanted a six foot deep end. We signed a contract for the 8 foot deep pool for several reasons. However, we are still willing to negotiate and find a reasonable solution to this particular issue. 
  
  Sincerely,
  
  *******************

  

  Business response

  02/06/2023

  Our construction team, led by ***, continues to work to resolve any issues that are open.  Based on the time of year, it will take warmer weather to be able to open the pool and trouble shoot any items on the punch list.  We will be happy to help with the opening and ensuring the deck jets work properly as well as any other items on ***** list.

  Customer response

  02/12/2023

   
  Complaint: 18680428
  
  I am rejecting this response because:

  I am not as much rejecting this response from Pool and Spa Depot, as *************** due to the 10 day response requirement by the BBB. 
  
  I accept that some of these issues will have to be resolved when we open the pool and have the equipment running. I also accept that what has been repaired will have to be checked when we open the pool, to ensure that the repairs are adequate. 

  *** contacted me with a couple of options to the deep end issue, which I believe is the final issue. After discussing those options with my wife, I communicated our reply to ***. *** had to check on a few things in response to our reply, and left me a voicemail a few days later. I have tried to get in touch with *** on two occasions since then, without success.

  I hope to finish that discussion with *** and reach a final agreed upon solution for all of these issues, in the coming days. 
  
  Sincerely,
  
  *******************

  

  Business response

  02/13/2023

  Thanks for the update, I just spoke with *** that verified that you both have played phone tag based on busy schedules.  He did say that he would reach back out to you today or tmr.

   

  Customer response

  02/24/2023

  I am reaching out in regards to my complaint being closed. My last communication was from the BBB acknowledging that I have been playing phone tag with pool and spa depot. I was not aware that this last message from the BBB put me on the 10 day clock to respond.

  I have left messages with **** assistant two or three times and have yet to get a call back from him. Each time that I call, he is unavailable.

  I dont want to accuse the man of purposely avoiding my call to ride out this 10 day clock, but it certainly appears that way.

  We are currently working out the fine details of an agreement and I would hate for the closure of this BBB file to halt our progress.

  I say all of this to request that you keep this complaint open until *** responds back out to me.

  Please contact me at ************ if you have any questions about my request.

  Thank you.

  

  Business response

  02/24/2023

  To be perfectly clear, you are very hard to get a hold of as *** has called you multiple times with no luck!  In fact, he emailed you on February 21 with NO response back to him on some of the details that are being worked out.  We just celebrated our NINTH year of being an A+ Accredited BBB Business.  Having this file open or closed will NOT affect us working with you to get to a solution, as that is our primary goal with every customer.

  Customer response

  02/24/2023

  I acknowledge that getting into touch with me during the work week and during work hours is difficult. My career is very highly demanding and yes, I am unable to answer my phone at certain times during the day. However, each and every time that I received a call from **** it was returned the same day. During these returned calls, *** was either in meetings or had already left for the day. After about the third returned call, I just left the information that I wanted to relay to ***, with his Assistant *** who had gotten familiar with me due to the multiple returned calls. 
  I was unaware of the email on February 21, as it was filtered out of my inbox by my spam filters. I didnt see that email until *** told me this morning when we were finally able to line up on the phone. 
  We are still trying to hammer out a resolution to the deep end issue. Filing this BBB complaint was what got Pool and Spa Depots attention. I can only hope that we can get resolution to this major issue now that with this BBB complaint closing.

  Respectfully, *******************

   

  
  

  Customer response

  02/24/2023

  I acknowledge that getting into touch with me during the work week and during work hours is difficult. My career is very highly demanding and yes, I am unable to answer my phone at certain times during the day. However, each and every time that I received a call from **** it was returned the same day. During these returned calls, *** was either in meetings or had already left for the day. After about the third returned call, I just left the information that I wanted to relay to ***, with his Assistant *** who had gotten familiar with me due to the multiple returned calls. 
  I was unaware of the email on February 21, as it was filtered out of my inbox by my spam filters. I didnt see that email until *** told me this morning when we were finally able to line up on the phone. 
  We are still trying to hammer out a resolution to the deep end issue. Filing this BBB complaint was what got Pool and Spa Depots attention. I can only hope that we can get resolution to this major issue now that with this BBB complaint closing.

  Respectfully, *******************

   

  
  

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pool and spa depot sells products and lies about the cost and specifications of what they are selling.They sold us a swimming pool and were misleading about the requirements for installing the pool and the costs of it. They also spoke to my contractors on the phone and gave them specifications on pool coping & installation so it could be done with a deck around it. After the deck was built they came to install the coping and told us that they couldnt install it ** the sales department gave us the wrong information a costly mistake of $900 that will require tearing up an entire $16000 deck to fix ** they told us the wrong information for the sake of making a sale

  

  Business response

  12/05/2022

  *******,  We are sorry that you are having issues with your POST-POOL build project and if you felt in any way miss-led by any of our team.  The Stealth pool that you purchased comes with a very detailed reference guide that covers the pre, during and post installation of that pool.  In fact, we dedicated a FULL page (page 11)that outlines every cost that can be associated with this project, including building a deck like you did, sand, electric, ***** removal, etc.  We do this to be informative and as transparent about the project as possible to avoid confusion.  In addition, we have outlined ballpark cost of stone, wood and concrete decking to better help the homeowner budget and plan out this project.

   

  You hired a contractor to build a wooden deck around your pool after we had installed the pool properly and 100% what we were contracted to do.  Unfortunately your deck builder did not build the deck at the right height. The pool was finished, the raw steel was exposed where ANY coping would be attached to, your deck builder put the deck flush with the top of the pool,leaving no room for the additional height of the coping.  This was 100% out of our control and responsibility as your pool was completed months before. 

   

  We are happy to refund the coping purchased 100% if you would like, but the deck height was completed by someone that you contracted to do the work and he obviously made an error.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Puurchase hot tube in February 2021 , with a warranty. Hot tube started leaking about a month ago , Pool& Spa came out to fix the problem but did not have the right glue to fix the pipes.Had to make appt. for ********** to come back after they got the right glue. Maked appt. for friday Nov. 11 , but no one showed up , I have been calling ********** for three weeks and no one will talk to me or call back and I also left messages.

  

  Business response

  12/01/2022

  With all due respect, our techs identified that you have been using a pool chemical called NST in your hot tub.  Not only can that damage your tub by using this chemical, it can also void your warranty.  We provided you at no charge a product called Serum that will flush out the pipes and get the potential damaging chemicals out of the plumbing in your tub.  Our notes state that this has NOT been done to date.  We will reach out and setup a service call to get everything back in order with your tub.  We do test water and give free advise in our store, please take advantage of that so that your hot tub lasts and you have clear and safe water year round.

  Customer response

  12/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  10/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought a semi-above ground pool from Pool and Spa Depot on 05/25/2019.We opted for inground pool steps instead of a ladder. During the install the steps were set above the area for plastic coping, causing an uneven area. We lived with this.Fast forward October 2022, major outdoor build that requires the steps to be corrected. The steps are titled backwards and are bowed where it attaches to frame.We contacted Pool and Spa Depot several times and each time given the run around. At no point, did we ask or expect anything free. We explicitly asked to have a construction team member come out and assess the steps and give options. They sent a repair technician. Then we had to wait for a construction person to schedule with us. Upon arrival, the person gave us a scripted answer that we had heard several times, WITHOUT even assessing the steps or asking what our concerns were. My husband had to push the issue and finally we were told something to lines: steps were discontinued by company (faulty) and we may be able to get new steps. New liner would be needed (at our expense). He would have the office call us. This was approximately 2 weeks ago.Calls started 10/3 with the concern of the steps. We have tried to call the office several times since the beginning of October to get some type of help/resolution. As of 10/27, we have zero resolution and minimal company response.

  

  Business response

  11/07/2022

  After visiting with the customer and site last week, we were able to determine that some of the changes in this project on the customer's end will alter where the new coping will tie in with the fiberglass steps.  We realized that the level of information needed for this customer to complete their part of the project was at a much higher level than the tech and other team members that we sent out originally. 
  
  To rectify, our construction Director was able work with the home owner and offered 3 different fair solutions for this pool project.  We feel this issue has been addressed and will be resolved once the consumer selects which option they would like to go with

• Initial Complaint

  10/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order a Stealth pool 15X15 it was deliver on 10/19/2022 from this company today 10/21 i unwrap saran wrap which straps were broken which i know came from warehouse like that they are blaming it on truck driver they deliver freight they don't wrap pallets. This sales rep ***** with this company has bounced us around to a guy name **** and he is trying to say it got shipped from warehouse in good condition which is a lie they **** wrapped pool so you won't see the damage pool so today 10/21 i have a damaged pool and my contractor can't assemble it properly. Terrible experince

  

  Business response

  10/26/2022

  We are in agreement that the 15 stealth pool that you purchased came to you damaged.  We are also working with the third party shipping company that damaged your product.  As a standard practice, we take pics or videos of ALL products before they leave our warehouse.  We have picture of your product prior to the shipping company taking possession of the products and your pool was in perfect condition.
  
  We are currently working with the shipping company that damaged your product on getting the proper credit and will proceed accordingly once that has been completed.  We are happy to replace the damaged panels from your purchase or make you whole on the purchase since the shipping company failed to deliver the product in the condition that it left our facility.

• Initial Complaint

  10/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a pool with this company & also have a pool liner warranty. The liner was coming apart around July. My wife contacted them in July & paid for a service appointment to check out the liner for repairs. Supposedly, a rep came out & took photos, but 2-3 days later, my wife was asked to take more photos as the service rep who came out didn't take enough photos. My wife sent emails & texted them the photos. She called & confirmed receipt of the photos & was told it was forwarded to their warranty department. She kept calling for up to 3 weeks for updates & did not get any. The last phone call, we were told not to worry about it & it's being reviewed. Their exact words were to just enjoy the pool. After this, we never heard from the company again. On Sept 18th (Sunday), I was standing on my deck & witnessed the water recede into the liner from the top. When all that water receded into the liner, it caused the sides of the pool to wash out & bust open. My wife called the following morning & reported the pool busted. They told her there was no way a liner would cause a pool to bust. She reminded them that the liner was damaged and it was reported in July with no action taken. We would like our pool replaced. They told her they never got the photos and cannot access it as it's locked in that person's account. They didn't even want to come out to inspect the pool & see why it busted. They wanted to charge us a service fee of $148 to have someone come out to inspect the pool. We refused to pay this as we already paid the service fee in July & no actions were made to repair the liner from that service fee. So we FaceTimed them & showed the damages. They came out & said the liner had a hole in the bottom which is why it busted. If they had replaced the liner back in July, we could have saved my pool from busting. The company is refusing to take any accountability to replace our pool.

  

  Business response

  10/17/2022

  Business Response /* (1000, 5, 2022/10/08) */ This pool was built in 2016 and we will honor what the manufacturer's warranty covers as well as go above and beyond that to help you get your pool back up and running. The manufacturer might ask for some additional photos, water test, etc prior to making their final decision. In looking at the algae buildup on your liner walls, it is obvious that all of the steps to ensure the longevity of the liner and pool were not taken. Most of the time the warranty covers the replacement wall, however there is no labor or installation included, so know that there will be additional charges to get the pool rebuilt. Again we are happy to help discount some of those costs for you.

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a Spa delivered Aug 16, 2022. It had a several leaks, faulty drain and a damaged end-panel which I promptly reported. The warranty person (*********) said she would submit this claim and get back to me. On Aug 18 or 19 a service person came out to repair. He found the main leak yet was unable to repair. ********* was to follow-up in a day or two. She did NOT. I called back, more time passed and eventually she sent a crew on Sept 5th. The technicians said that normally this is a routine repair, but the design did not allow them to access the leak. They were not aware of the other leak or the drain that was not functioning which they agreed also needed to be addressed. I called ********* back that day and told her that I was concerned that I had a product that was defective. To repair the leak, the tub would have to be tipped and a hole cut in the floor. The hole would then have to be sealed. I bought a new hot tub not one that was obviously damaged. She said she would submit this to warranty and see if they would replace the tub. She said I would have an answer later that day or the next. Again no response. I called back Sept 8th and ********* acted as if we had never spoken. She asked what I wanted to do? I reminded her that she was supposed to tell me if PSD would replace the Spa, or if I had to repair the existing tub. After several days of no response, I called her again. She said repair was required and arranged service for Sept 14th. Nobody showed. I waited around and decided to call her at 2:10 pm and 3:07. At 3:21 she returned my call. Turns out she knew earlier that morning that the crew would not be coming yet never called. Three strikes! I asked them to take the spa away and refund my money, which I feel is fair, given I have a defective product. Now they want to charge me $750 to haul away this defective product. Manager claims I did not give them an opportunity to repair. NO! I gave them 3 opportunities to repair!

  

  Business response

  09/22/2022

  Business Response /* (1000, 5, 2022/09/15) */ We spoke with the owner and he has approved to swap this tub out vs. fixing the tub while on your property. We will complete this as soon as we can get it scheduled to be completed. Consumer Response /* (2000, 7, 2022/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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