ComplaintsforThe Pool People

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a pool and paid for installation and the pool in September of 2023 with the promise it would be installed by early June to be ready for our graduation party. The pool did not end up getting installed until August and there have been multiple issues along the way. When I purchased the pool I requested there be a deep end when they initially came to do the install they only prepared for a flat bottom and said thats what they were told to do. I talked with the general manager and he stated that the person who wrote the initial order did not do it properly and that we could do a deeper portion but needed a different liner. After a month of not hearing back they finally show up and dropped off their equipment my husband happened to be home at that time and talked to them and they stated they only planned to dig 6 Inches which did not match what I talked with the general manager about. I called him back and he stated well now you need an even different liner even though I had told him originally what I wanted. He ordered another liner and they finally came back and dug the foot deeper we requested but they did not pack down the sand and when installing the liner they left tons of wrinkles all over the bottom of the pool which is not a proper installation. Along with wrinkles up higher on the wall which could easily cause the liner to tear. I have contacted both the general manager who says he cant help I need to deal with the installer and also the installer who will not return my emails. I would like a refund for my installation money because I am needing to hire someone else to fix my pool. Along with its not even completely set up and we went a whole summer without a pool that was paid for to use.

  

  Business response

  09/19/2024

  Thank you for giving us the opportunity to respond to the status of your installation.  We are sorry for the delays in getting your swimming pool installed.  We sell swimming pools with contracts to outline the nature of the job and unfortunately, the original contract that you signed was for a swimming pool with a flat bottom.  That is why the liner that originally came with your swimming pool was not for an expandable dish bottom in the pool.  All customer's review the contract and sign off on the work so we apologize that there was some kind of miscommunication that resulted in your signed contract representing a pool sale that was different than what you wanted.  As soon as you made us aware of this, we corrected the situation but there was no way for us to understand that was your intention based on the written contract that you signed.  The installation of a swimming pool with a dish is a manual, hand dig process.  Because it is dug by hand the dish will not be a perfectly cut shape in the pool.  The slope of the dish and the circular shape of the dish will not be perfect which may lead to wrinkles developing on the floor of the pool.  Whether the pool is an oval or a round circle this is the risk that is inherent in the installation of the swimming pool.  It is not ideal to have a wrinkle anywhere on the floor but they can and will occur and our job is to make sure that we minimize as many as possible.  In addition, optimal pool installations lead to scenarios where the entire pool and liner are exposed to the sun at it's highest peak of the day.  When the liner takes full sun it stretches into the shape of the floor and around the wall of the pool.  That said, most installations do not come with perfect sun hitting the pool.  Sections of the liner that are in the shade are less malleable and the lack of stretch in the liner may also cause wrinkles to develop.  The wrinkles on the floor are a result of the hand cut dish and the fact that 1/3 of your pool never receives direct sunlight as the sun hits the back of the wall instead of the inside of the wall.  We clamp the liner to the wall to challenge it to stretch but that may not always work and in your situation, this is why there are some minor wrinkles on your floor.  While we wish they were avoided, the design of an above ground pool can cause these challenges and it is unfortunately an outcome that can and will occur.

  When we were performing the excavation work and installing the pool, your husband clearly communicated to us that he only wanted 1 load of water at ***** gallons despite the pool holding almost ****** gallons of water.  This was written into the installation agreement contract.  His intention was to fill the pool with one load of water and then continue to fill after that with water from your house in order to avoid the water charge per load and control the costs on the installation.  He further instructed our installation team that he did not want the pump/filter/skimmer connected to the swimming pool because he wasn't going to fill the pool full of water.  He stated he was just going to immediately winterize the pool for the year and avoid the cost of chemicals as well.  We understand that you have discussed this with our GM of Retail but we requested that you discuss this with your husband as he provided that explicit instruction.  The pump/filter/skimmer will be installed in the Spring when you are ready to have your pool opened.  The final step of installation of the swimming pool includes tucking the liner under the top ledge and hooking up the mechanical.  When we perform the final tucking of the liner on the pool, all the wrinkles on the wall will go away.  That does not pose a danger to the pool and will not lead to tearing in any way.  That final tucking of the liner will occur when the pool is opened in the Spring and the mechanical is connected to the pool.  We do our best to communicate and inform customers of all of the happenings with our installation and we regret that we did not follow up with you in regards to the instructions that we received from your husband about leaving the pool unfinished.  That said, we hope this helps to clarify why the pool was left uncompleted and only partially filled with water.  If you have changed your mind, we can certainly provide you with a change order contract to modify the original installation agreement from one load of water to three.  Just let us know.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our pool in November 2023 to have installed late spring/early May. Getting in contact, questions answered etc was on point when we were looking at purchasing. We had specifics on what we wanted as we wanted partial in ground due to our backyard setup. The pool we purchased from them was sold to us as one that can go partial in ground and they would be contacting us in spring for the site visit. They stated mid May to mid **** install would occur. Spring came and went and they (store and person we bought the pool from, ******) very rarely answered calls or texts. The contact we did have was vague and kept pushing the site visit and next steps further out. April ********************************************************************************************************************** May I attempted to contact them again and after several attempts got told to wait. ********************* called stating that he wanted to know if we still needed install and if so call him back, called him back and he stated the ditched the subcontractors and got their own team. ****** stated it would be about a month yet for install but when reminded him of the site visit and the partial inground, he said his new crew would not be able to do that. I was left mid **** with no one to install a pool they sold us for in ground. I was left in their install list and received a call end of August stating another 2-3 weeks (falling into mid September). The lack of communication was horrendous. ****************** no one knew anything or didnt say what was actually going on. Spending over $8,000 on a pool that couldnt even be put in the way they said it would be able to, is what I consider false advertising of the product and false promises. Completely disappointed with this company. Tried to see if they would take the pool back - would have lost over ***** in restocking fee! We have a pool that is not want we wanted or paid for.

  

  Business response

  08/27/2024

  ************,

  We are sorry for the challenges in the timing around your installation and the lack of communication that you had with our employee.  We have taken swift action this year to address and eliminate the concerns surrounding that employee and the bad information he was providing to customers surrounding the installation of their pools.  You spoke with our owner at the beginning of August with regards to your installation and you communicated that your pool was installed by another contractor in the month of July.  There is no opportunity to receive a refund on a pool that you have had installed and you are using it.  Further, we stand behind our manufacturers claim that the pool can go partially or fully inground.  Doughboy Pools are the premier brand of above ground pools manufactured in the ***.  They are the ONLY above ground pool manufacturer who advertises and warranties their pool for semi or full installation into the ground.  Please refer to their website for this assurance.  Our competitors love to communicate to our customers that it is not possible to have this type of installation as they use that as an opportunity to mislead our customers and lead them astray.

  We regret that their were communication challenges surrounding the timing of your installation but we were prepared to install your pool in August.  At the time of communication with our team you noted your pool was already installed so we are happy that you are able to take advantage of that pool.  If the installer or another company told you that the pool could not be installed inground partially then they are the ones that are misleading.  If you have further questions on this you can contact our owner at ************.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an Artesian Spa from Pool People in *********************. We took delivery of the Spa on 5-24-24. We had our electrician here while we filled the spa the day it was delivered. Spa would turn on but jet pump 1 did not operate. Called Pool People and my husband and electrician did trouble shooting with sales *** over the phone. Trouble shooting did not help. Technical from Pool People took 2 weeks to come out. He went through trouble shooting as well and believed it was a bad pump. That part ***laced 2 weeks later. Wasn't the issue. Called Artesian said it was the power pack. That was ***laced weeks later. Did not fix the issue. ******** said it was the main control panel. Weeks go by and Tech back out. Replaces the control panel. Still not working. We have our electrician back to verify everything on his end. He stops back out and checks everything. At this point we want our money back. I call Pool People and explained I want my money back. You have ***laced every part on our brand new Spa and it still doesn't work. I don't feel comfortable keeping a Spa with all these parts ***laced. I'm told I should call Artesian because Pool People only sells the brand they don't handle anything after the sale. I said you are the dealer and I'm the customer so I need to do the leg work? I was told yes. Called Artesian. Talked to 2 different ***resentative from Artesian. Went through trouble shooting again. Nothing worked. ******** wants to ***lace all of the parts again. We asked, how can the parts be bad, they are all new. I asked for a new tub or our money back. I was told by 1 person he would get me a price for a new tub for all the issues we have had. Next *** said no we need to ***lace all 3 parts again. It's been over 2 months and our spa has never worked. Now no answer back from Artesian in over a week and Pool People says they cant help me. When can the consumer just get there money back for a product? I have the email trail as well.

  

  Business response

  08/15/2024

  We regret that you have had this unpleasant experience.  We have been working diligently with Artesian on this matter and you are correct that we have replaced parts in your hot tub with brand new parts from Artesian as they try to assess what the problem with the hot tub could be.  This is not normal for a hot tub to have issues where the power pack, the topside control, and pumps don't work from the outset.  Each tub from Artesian is tested for one full hour under max operating conditions to avoid issues of this nature.  ******** has had their technical support team in place to understand what the matter is with your hot tub and they insist that the electrical wiring installed by the electrician is somehow malfunctioning and not able to support the electrical load of the hot tub.  This is why we provide copies of the electrical schematics to all customers at the time of purchase so that they can share this information with their electrician.  This allows for the electrician to install the appropriate breaker with the proper electrical load supporting the needs of that hot tub.  We know that this has not been a pleasant experience but as we communicate with all of our customers, we are not licensed electricians and we can not work on the electrical wiring requirements at our customer's homes.  ******** insists that the hot tub is not the problem and that the electrical breaker needs to be rewired by your electrician.  They have agreed to resupply the power pack, pump and topside control again as a convenience to show that their parts are not malfunctioning.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we were sold a 18ft pool with promise to be contacted by set up contractor within a month. 3 months later and nothing. No returned voice messages. Just was ignored. Still working on getting it up ourselves!!! Should be swimming!

  

  Business response

  07/05/2024

  The consumer contracted our company to purchase a swimming pool and all of the various accessories.  The retail contract for the purchase of the pool states the following:  "Buyer has been advised and understands that Seller shall assume no responsibility for the installation of the product(s) sold.  In the event that the Seller assists the Buyer in engaging the services of an installer, such installer is an independent contractors and is in no manner subject to the control of the Seller, nor is such independent contractor employed by the Seller.  The Seller shall assume no responsibility for the installation of products sold by it and the independent contractor who installs such product(s) shall be solely and entirely responsible to the Buyer for such installation.

  We have provided the customer with the names of the independent contractors that perform the installation work and it is incumbent on the customer to work directly with the contractor to perform the installation.  The customer pays the independent contractor directly for those services.  We regret that the consumer has not been able to communicate with the contractor but we do not manage that portion of the installation.  We have some customers who do engage our entity for those services and pay our company to manage the installation of that pool but this customer has chosen not to do that.  We have communicated that we would be willing to assist the customer with that but they informed us that they had performed the installation on their own as of their communication with our company website on June 18th, 2024.  As the customer did not contract us to assist them in the installation and they performed the installation on their own we closed this issue internally on June 18th when we were told that they self-installed their pool.  

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hot tub delivered/ dropped off No brochure or instructions No support from Juniper Spas Malfunctioned heater blamed on manufacturer...we were instructed to to buy ceramic heaters so our hot tub doesnt freeze up with ** Three water diverters blew out within couple months Walking strip fell off with in a month Upon arrival3 motor ground cables not secured Missing nut covers to mechanical lift Internal light NEVER worked

  

  Business response

  03/11/2024

  I am sorry to hear about the troubles ************************ is having with her hot tub. BUT she DID NOT buy it from ************, she bought it from JUNIPER SPAS. Please direct your complaint to them. *********************** President ************

  

  Business response

  03/13/2024

  Thank you for giving us the opportunity to share our side of the story and how this issue has been handled.  The swim spa has not been paid for in full by the homeowner so there is no active warranty on the item until we receive the remaining 10% balance that is due on this swim spa. 

  We provided substantial documentation to the customer at the time of purchase including documentation on the electrical specifications for the item that are required by the manufacturer in order for the unit to function correctly.  Despite signing these documents, the homeowner hired an independent electrician and allowed that electrician to install a 220V breaker at their home that did not comply with the manufacturer specifications.  The homeowner has argued to the manufacturer and our company that what they installed was "better" according to their electrician but that breaker is not compatible with the swim spa and the homeowner was aware of this prior to their contracted purchase of the swim spa.  The incorrect installation of this breaker caused the heater on the swim spa to malfunction and fail.  The manufacturer, as well as, our company have spoken directly with this consumer and discussed these issues in order to understand why the decision was made to install electrical components that did NOT meet specifications.  Subsequently, the homeowner has had their electrician come back out to their house to remove the incompatible componentry and re-install the electrical components that the manufacturer requires for the swim spa to operate correctly.  This is an acknowledgement of the error made by the homeowner and the correction was performed because the manufacturer told the homeowner that any future defects in the componentry of the swim spa would NOT be covered under warranty due to this incorrect initial installation by the electrician. 

  Despite these consumer errors, the manufacturer (at the benefit of the homeowner) proceeded forward with covering the heater under warranty to make the situation as good as possible for the homeowner.  The components have been shipped to our facility but the installation of the heater has not occurred for multiple reasons.  First and foremost, the swim spa has not been paid for in full and we are awaiting final payment of approximately 10% of the contracted value for the swim spa.  The manufacturer has agreed that we DO NOT have an obligation to perform the warranty repairs since the homeowner has not paid for the unit.  As soon as the homeowner makes this final payment the warranty coverage on the hot tub will be effective and the labor/materials will be covered under warranty.  Secondarily, the homeowner purchased after-market components for the heater assembly online and self-installed those components into the unit.  This was done weeks ago and the swim spa has been functioning/heating correctly ever since they installed these aftermarket parts.  In order for a valid warranty repair to be performed, the manufacturer requires that the service technician remove the defective componentry AND return those defective parts to the manufacturer.  At this time, we have not been given assurance from the homeowner that the defective parts that they replaced are still in their possession and available for us to return to the manufacturer to have the labor/material covered under warranty.  Without the defective parts, we are able to ascertain what the issue was at the outset.  We have a consumer who claims that the parts were defective, proceeded to replace those components on their own via after-market parts purchased online, and has not made those parts available to us so that the manufacturer can diagnose the issue when the parts are returned.  We don't know what after-market parts were installed in the swim spa so we also don't know if they were compatible with the swim spa or will cause future damage to the swim spa and further disagreements surrounding what will or will not be covered under warranty. 

  We recognize that none of our customers want to purchase a swim spa and incur issues with that item so we try to go above and beyond with regards to providing the consumer with the documentation to make sure that the unit is installed correctly.  We have all customers sign that documentation as a way for us to clearly show that the homeowner was aware of the information, provided a copy of that information and informed that the documentation must be given to their electrician.  Unfortunately, we are not engaged in conversation with the electrician and when they decide to perform the installation outside the boundaries of the manufacturer specifications it carries great risk that the swim spa will malfunction.  We dispute the $28,000 that the customer is requesting as a refund due to the fact that they have not paid that amount to our company.  The contract that the customer signed outlines the warranty procedures and it is the obligation of the customer to properly register their swim spa for warranty with the manufacturer.  We are ready and able to perform the repairs on this swim spa under warranty as soon as the customer makes their final payment of the balance due.  Until then, the manufacturer's responsibility for the warranty is null and void.  ********* State Law is clear in its language surrounding warranty service work and what is required of our company as the dealer, what is required of the manufacturer and also, what is required of the consumer.  We look forward to resolving this issue for the customer as soon as they comply with their financial obligations.

  Customer response

  03/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  
  
  Regards,
  
  ***************************

  Customer response

  03/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  **SEE ATTACHED DOCUMENT**

   
  Regards,
  
  ***************************

  

  Business response

  03/19/2024

  We disagree with your comments that we have not communicated with you and we have been hanging up the phone.  We have phone records showing the facts that contradict this.  You have had multiple phone calls with our staff in the past week discussing the situation and all of those phone calls have been answered and discussed with you.  Our staff simply do not hang up the phone.  We agree that they have not given you the answers that your are demanding but we continue to explain the same situation to you.  The electrical breaker that you installed did not meet the manufacturer specifications and we disagree with your third party electrician.  The manufacturer has also communicated that the incorrect breaker caused the failures in your hot tub and will continue to cause issues going forward.  We appreciate that your document clearly outlines that you were told to install a ******* 60 amp breaker and we appreciate you acknowledging that you did not do that.  At this point, we have not been paid in full for the hot tub and both our team and the manufacturer have communicated to you that until you pay for the hot tub in your possession you will not have a warranty for the hot tub.  We do have the parts in our possession from Artesian and as soon as payment is made we will provide those parts.  Thank you for outlining that you purchased aftermarket parts on your own and installed those into the hot tub.  As we have communicated, we do not know if those parts are compatible with the hot tub or not and any future failures because of your self install of those components will also result in a denied warranty claim.  We have gone above and beyond in our efforts but we understand that our efforts do not meet your satisfaction.  We are happy that your hot tub is working and we look forward to providing you with the replacement parts once payment has been made in full on your hot tub.  This has been communicated multiple times in the week over the phone and nothing has been changed on that front.

  Customer response

  03/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  **SEE ATTACHED DOCUMENT**

   
  Regards,
  
  ***************************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 21 2023 I purchased a strong spa hot tub on Oct 26 pool people filled the tub to test it and it leaked at the jet body's and the nuts to hold the jet body's in cracked when they tried to tighten them, I have stopped there once a week to check on status in November no parts ordered to fix it in December the wrong parts were ordered still stopping in once a week, January comes and I was told parts ordered on the 4th or 5th it is now February and still no progress, it seams like I am being lied to all the time, I filed a complaint with consumer protection agency already, just wondering what can I do? We want the hot tub we bought, we put money down and signed a contract for the product. Have contacted strong spa several time to see if parts were ordered and have been told nothing has been ordered by the pool people. don't know what else I can do to get what I purchased, I was told if they can't provide the spa they should replace it with a similar spa. Is that correct? Thanks, *****

  

  Business response

  02/02/2024

  We are sorry for your experience but we will continue to emphasize that your parts have been ordered.  We wish the parts would have arrived sooner but as a prior employee you understand the challenges with this situation.  At the time of your purchase you were aware that this was a used unit that was defective and needed repairs because it was defective by the manufacturer and had previously been replaced for the prior customer.

   

  You wanted the used unit instead of a brand new hot tub and you acknowledged that you were aware of the defects and issues with these tubs from your time as an employee.  Our business model is not built around refurbishing used tubs but we will occasionally sell these if that is the only option that a customer chooses.  You have made claims and demands that we buy you a brand new tub but that is not comparable to what you chose to purchase and not a fair expectation to put on us.  As we have told you, the manufacturer told us the parts shipped this week and when they arrive we will move forward with the repairs if the tub can be fixed.  Your contract clearly states it is dependent on our ability to repair the tub.

   

  If we cant we will gladly refund you the deposit you made but unfortunately we will not be purchasing you a brand new tub that carries a price more than two times your agreed purchase price for this used unit that we are trying to refurbish for you without a warranty.  If you want to purchase a brand new unit we will certainly accommodate that as well.

• Initial Complaint

  11/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In April of 2022, we paid over $20,000 to Juniper Pools at their ********, ** location. They hired a subcontractor to install the pool. This was done in July of 2022. They neglected to pour a slurry mixture reinforcing the pool walls. In the spring of 2023, the walls caved in taking the pool walls along with it. We immediately notified them. They made a site visit and instructed us to cut the cement surround back 18" so that they can have the pool reinstalled the correct way. There should have been a slurry mixture poured outside the pool walls which they neglected to do. In April of 2023 we informed them this was done and they should reinstall the pool. They ignored our requests for the entire 2023 pool season. Then, in September, 2023 they said it would be installed by 9/30/2023. This was said in front of witnesses for our protection. This has not been done after NUMEROUS attempts to have them do this. We were constantly contacting them and now the walls are caving in again due to their non-installation of the pool walls and slurry mixture. We are out over $20,000 and asked them to reimburse us for only the pool purchase equating to over $16,000 and we agree to walk away. Or, they were to provide us, in writing, assurances that we would be the first installation in ****. The walls, however, starting caving in again so a refund is mandatory at this time. They neglected to return any emails/phone calls. We are past the point of being angry. We simply want our money back and we will return the replacement pool walls that they purchased replacing the ruined pool walls and liner.

  

  Business response

  11/24/2023

  We have been in communication with this customer and the installation has been covered under warranty.  Our subcontractor has submitted this issue to their insurance company for review and approval to correct the installation issues that have come about.  The customer is aware that the installation will be completed in the Spring and the subcontractor will be covering all expenses to repair and reinstall the pool.

  Customer response

  11/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  We have counter-offered that they refund the pool purchase price and the pool vacuum.  They are also to remove the cement in the spring by the contractor that we hired.  Then, they are to clean up all remaining pool parts and remove them from our property.  Once this is done, they are to fill in the hole and restore the property to the condition before the pool installation.

  We are waiting for a response from them whether this is acceptable.  

  We will not close out this complaint until the issue has been resolved either by the above or complete installation as they offered.  We would prefer the above so that we can move on from this.

  Regards,
  
  *************************

  

  Business response

  11/28/2023

  The issue with installation is being handled by the subcontractor and his insurance company.  ************* claim will cover all repairs necessary to remove and reinstall the pool per the original sales contract.  Insurance will not cover the removal of the pool, concrete, and a pool refund as this is a warranty claim that will be handled as such.

  Customer response

  11/28/2023

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

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After 11 months of back and forth with the Juniper Pools in ******** ********* and their store in ********************* - The Pool People swim spa sitting empty since April, 2023, nobody answering our calls, dont know what to do how to solve these issues. Reached for help to the manufacturer over week ago as well.******** EP15 swim spa made by Artesian spas serial# ******* Purchased from ******************** on 05/30/2021 Swim Spa $22,271.95, electrician/crane $1,661.10 Installed - 09/15/2022 Filled with water - 10/01/2022 Only used in October and November 2022 Issues reported to Pool People when occurred with pictures and video and broken parts The Pool People (********************) - ********************* ********* Juniper Pools(Corporate) - *************************** *********************** Artesian Spas - ********** 2022 10/01 - leaking cover before the tub was filled for the first time 10/03 - cover not sealing, triangular opening on each side causing major loss of heat, rain water entering the swim spa, rubbing, lifter not correctly installed October 2 black grills broke off from the swim jets November 2 remaining black grills broke off2023 March hard blisters on 3 skirt panels April found small clear plastic pieces everywhere April ****** Swim jets the clear plastic is dissolving April plastic housing damaged on all LED's To date no feedback, nobody is answering our phone calls since August 1st, 2023, no action plan to resolve issues with the swim spa. Last feedback from Juniper Pools (***************************) - bad parts, owner is working with the manufacturer. Feedback from the manufacturer - incorrect chemicals used, recommended and provided by The Pool People. Concerns - per technician to replace all damaged swim jets/led's at least 5 large garbage bags of insulation will be removed and not put back. What other non visible damage was done to other swim spa components. Request - either replace the swim spa or haul away and refund.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I bought a hot tub from the Pool People 2 years ago, the lights inside it never worked. I received the hot tub in winter time, about 6 months after they told me I would receive it. So I didn't fill and start the hot tub until the following spring. That summer is when I noticed that only one light worked. I contacted the Pool People and they told me it was past warranty and they would have to charge me a fee to go out there and install them.Now 1 year later, the bar that holds the hot tub cover, broke at the seams. Obviously the bar is made out of some very poor material to have broken after only this long. We don't even use the hot tub that often.These last 2 year I have been mostly in contact with just *** at Juniper Pools. He has been extremely unhelpful and rude. **** the manager of the Pool People in ********* would tell me one thing, like the price of a service visit, then I would receive a different price from **** There was constant miscommunication between them and I. Throughout it all, *** was very unprofessional about everything.Overall I am just extremely disappointed with their customer service. Juniper Pools and ******************** do not stand by their products and have zero customer service. I would also like to point out that *** does not care one bit about his customers and the only response to anything you say is to redirect you to the manufacturer. It's interesting how my warranty always seems to just expired when their products break. Never once has he gone out if his way to help a customer who just spent close to $17,000 on a floor model hot tub after being promised a brand new one. DO NOT GIVE JUNIPER POOLS/POOL PEOPLE, YOUR BUSINESS!!

• Initial Complaint

  07/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a patio table and six chairs from the Pool People. Prior to purchasing them I asked if I would get new (in the box) items and I was assured I would-they had plenty of inventory. I was also told they would have all these ready to pick up by the end of the week (ready in 7 days). They were not ready to pick up for several weeks. I was then told I had to take the floor model table as that was the last one they had in stock. As the unit was not damaged we accepted this table even though it was not new as promised. When we went to pick up the set we received four chairs new as promised, but two were floor models and had damage to the paint. We were told that they would order paint and fix them to look new. They refused to order new chairs for us to stand by the items they said we were going to receive. We purchased these on May 22, 2023 and still do not have the last two new chairs we have paid for. Many attempts were made during this process to first arrange to pick up the items we purchased. We kept getting told conflicting stories about where the items were. Secondly, after leaving the two damaged chairs at the store we contacted them multiple times to resolve that issue and get the final two chairs. We were told paint was ordered and that they had no control over when it was sent. However at the last contact we were told they did not order paint and that they took the liberty of touching up the chairs with non-matching paint. They continue to refuse to order new chairs for us unless we pay more money (the chairs we bought were on sale and wed have to pay full price if they order new chairs). We are still not getting the promised items.

  Customer response

  08/15/2023

  When we came to pick up the six chair set we purchased we were able to pick up four new ones, but they wanted to sell us two damaged floor models as the final two.  They kept insisting they were new even though they were damaged and used by other customers.   As I had mentioned, I had asked the sales person if any of the items would be floor models and he had assured me that they would be new as they had enough in inventory.  This turned out to be a false statement. 

   

  When I returned the Manager ***** call he gave me three options.  The first was to take two chairs of the same style, but they would be non-swivel chairs (they have four legs instead).  We had paid for the swivel option which was more expensive if memory serves me.  The second option was to take the two damaged swivel chairs (see photos).  One of them is very rough as the metal appeared to be a bit shredded.  The paint job they did on that did not even cover the exposed metal.  The other one had an obvious scrape in the front of the arm and they used mismatched paint to cover it (for both chairs).  The paint job was also bumpy.  The third option was to get our money back.  This last option would not provide us with the set of six new, same style chairs that we were promised prior to the purchase.  None of these options provide us with the promised six same style new and undamaged chairs that we purchased. 

   

  

   

   

   

  Thank you,

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