Business ProfileforClearwater Pool & Spa
Pool Manufacturers
At-a-glance
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Business Details
This is a multi-location business.
- Location of This Business
- 857 McArthur St., Manchester, TN 37355
- BBB File Opened:
- 6/23/2006
- Licensing Information:
- This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
- Alternate Business Name
- Clearwater Pool and Spa
- Additional Contact Information
Fax Numbers
- (931) 728-6406Other Fax
Phone Numbers
- (973) 207-1945Other Phone
- (931) 728-6414Other Phone
- (931) 728-6406
Customer Complaints
3 Customer Complaints
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File a ComplaintMost Recent Customer Complaint
12/28/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Bought a Hot Tub/Spa, stairs and lift for the cover - (Cover Rock-it) from Outletspa A Clearwater Pool and Spa Retail Brand on 8/27/2022. Lifesmart LS700DX 7-Person 90-Jet 220-Volt Spa - Sea Salt / Gray (#LS700DX)QuickShip Guarantee: Spa leaves warehouse in **** business days1 $4,599.99 Handi-Step - Deep Grey (#******) 1 $139.99 Cover Rock-It (#************) 1 $169.99 Subtotal:$4,909.97 Shipping:Free shipping Tax:$206.22 Payment method:Credit Card Total:$5,116.19 Note:Please contact prior so I can be there Shipping address ********************* ******************************************** GCR stands for Grand County **************** changed the address without permission to: ******************************************************** First: The spa was not delivered timely as promised. It was sent to a ****** delivery company and was sent out to a local delivery company that returned it to the ****** company. Supposedly it was lost after that. After weeks and many hours of dealing with this Outletspa sent another one to ******. That one was sent out to one local delivery company that then sent it out to another local delivery company. After that it went back to the first local delivery company who then sent it back to ******. After that the ****** Company did use their people to deliver the spa. When delivered it did not have the steps or the cover lift (cover rocket). This took almost 3 months of painstaking energy on my part to getting this point. It was supposed to be here MUCH quicker. And as an insult the offered me $50. The wasted hours I had to put into this would be MUCH greater. After contacting Outlet spa, they said the missing pieces were delivered on 9/2/2022. I did not receive them. It was determined that *** delivered them to an incorrect address that Outletspa had given them. If they had used the exact address, I gave them it would have been delivered. I had made a one-digit error on the order address. I said my street Number was 288 not 228 that it is. That being said it would have arrived since the road I live on only has about 10 homes and the *** driver(s) know me. Also, there is no 288 on our street.Outletspa is taking no responsibility for them changing the address and tell me I need to deal with ***. *** said they delivered it to the address given to them by Outletspa. *** is trying to help by going by the home but have not been able to find anything out. The area they delivered to is a very seasonal area and at this time of the year are normally not here. Also, there is snow at this time of year and many driveways are not passable. Again, hours of my time wasted.At this point I would just like a refund for the missing parts. I would love to never have to deal with this company again. I would never recommend anyone ever use this company! If nothing the missing parts should be sent again ASAP.Thank you for your time.*********************
Customer Reviews
1 Customer Reviews
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Most Recent Customer Review
Ray G
1 star07/05/2022
Had to click on one star because I couldn't proceed otherwise. Clearwater installed a pool in the spring of 2016. Numerous problems during installation, some of which I had to instruct the crew myself how to resolve. The use of improper materials for the application (retaining wall) , poor workmanship, and the need for speed to move on to the next job still plague me today. I purchased the maintenance contract which ultimately resulted in replacement of the liner at a discount due to liner fading problem. The recent liner replacement was not without problems either. I had to make final corrections myself. Also I had reason for concern about the pool light from a safety concern. When I reported this concern to the owner, he responded by saying he would check the light after I make final payment which I had been holding for various disagreements. This to me is the epitome of arrogance and total disregard for the safety of his customers. Maybe even unlawful but certainly unethical. The purpose of this review is for potential buyers to be aware of Clearwater's poor workmanship and business practices. They use ******* equipment which I think is good but seems they don't pay any attention to the installation manuals, and are not properly trained.
Clearwater Pool & Spa Response
07/20/2022
I will not be going tit-for-tat with *********, however, I do want to address a couple of things in this review. As far as the maintenance contract goes, he was not forced to sign up for that. If he were as displeased with his pool build experience as he portrayed, I find it hard to believe he would sign up for a contract for us to service his pool and continue that service for 3 years. During that time the liner did experience premature fading. We worked with the manufacturer, who we have had a partnership with for over 15 years, to have it covered under warranty. We were able to prove it had been maintained correctly by us over the previous 3 years and was not improperly cared for, but rather, a manufacturer's defect, hence the reason they covered it under warranty. As for his concern with the light, we offered multiple times to send a technician to inspect it once he paid the balance due that had been outstanding for well over a month, despite the contract he signed stating it would be paid within 24 hours of the job being finished. However, he responded that he "fixed it himself" and did not need us to inspect it, indicating that he, a person with no pool build / repair / diagnostic experience, was more experienced than our technicians that have been through a very thorough training with the manufacturer of the product. While he is trying to make "potential buyers aware", I will "make them aware" of one of the many emails he sent me... "... . I really feel sorry for you because after reading numerous customer complaints, looks like you are the one responding to most of them and trying to clean up Eric's and worker's messes. Don't see how you do it. I doubt if he's paying you enough for what you do... I know if his Highness gets involved he'll just say the instructions don't mean anything because he's smarter than the manufacturers... " I would also like to make them aware that we let him go as a customer at the end of his 3rd year of the maintenance contract because he was such a drain on our employees. The only reason we went back to do the liner replacement was because it was warranty work we arranged through the manufacturer.
Customer Response
07/21/2022
Eric N*** does not want to go "tit for tat " with me because he knows he will lose. His response has a number of untruths. He did not offer multiple times to inspect the light. Only once, when he said he would do it after final payment. This was more serious than any contract language as I was genuinely concerned about a potential electrical safety concern because of of the submerged light.
Any professional would put the safety of his clients above his concern over a final payment for work which was not satisfactorily completed. My wife was actually afraid to get in the pool when I discovered light problem. We have a friend whose son was electrocuted in a pool. The ONLY reason I signed a maintenance contract with Clearwater is because of the concern which came to pass. Liner fading. I knew if I or another pool company maintained the pool , all warranties would be void. Also a sample of the faded Liner was sent to both the fabricator and the vinyl mfgr and found to be the result of pool chemistry. If Eric changes his mind and decides to go tit for tat. I have my next response ready. For the whole story contact the bbb for my contact information. In the interim, if you must do business with Clearwater, make sure you have a good lawyer.
Any professional would put the safety of his clients above his concern over a final payment for work which was not satisfactorily completed. My wife was actually afraid to get in the pool when I discovered light problem. We have a friend whose son was electrocuted in a pool. The ONLY reason I signed a maintenance contract with Clearwater is because of the concern which came to pass. Liner fading. I knew if I or another pool company maintained the pool , all warranties would be void. Also a sample of the faded Liner was sent to both the fabricator and the vinyl mfgr and found to be the result of pool chemistry. If Eric changes his mind and decides to go tit for tat. I have my next response ready. For the whole story contact the bbb for my contact information. In the interim, if you must do business with Clearwater, make sure you have a good lawyer.
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