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Pool City Inc.

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Pool City Inc. Reviews (27)

Review: July of 2013 I purchase a $15000 Jacuzzi. Then realizing the massive amount of prep and a refusal to give back $2200 deposit I spent $3000 on electric and thousands on cement. I took delivery finally Dec 3 2013. It was not the right color so I decided to deal with silver. The back of the jacuzzi was cracked in delivery. They fixed it June 30th 2014, took 6 more months. I called many times in January, the paint coating is peeling first month from lift lid. I was promised a new lift lid but because of "weather" Jan thru June" it has not come yet. I also informed them the lights are not working properly months ago but the service man knew nothing of it and nothing about the lift lid. I also purchased a ladder that goes under the jacuzzi before you fill it with water but they had not informed me of this fact until after filling it. I called California and reported my problems but they informed me it was "weather"????? This week I was told I have to wait because of July 4th. I purchased mine July 4th of last year. I'm still waiting on service and replacement. No one has called me back once again. Oh yeah, the price for energy increase was quoted in the book as $20 a month, more like $127.00 month increase. Really? And this is actually in print in the Jacuzzi book.Desired Settlement: I want my ladder placed under the jacuzzi since I cannot lift it and the water is drained right now since I'm waiting to refill. I want my liftlid replaced with non faulty one. I want my led lights replaced. I'm living with the color.

Business

Response:

I have been informed that Ms. [redacted]'s concerns have been addressed. The "ladder" that she refers to is actually a hand rail that it secured under the spa to maintain a sturdy grip. This has been installed and the lights have been corrected.

Sincerely,

[redacted]Pool City Director of Service and Installation

Consumer

Response:

I agree that the handrail has been installed, 2 lights have been replaced and wiring cable replaced also. I await parts for the lift lid to come in and be replaced. I do believe this will be taken care of this time.

Review: Hot tub ordered in June 2014 and arrived in August 2015. There was 3 areas that were found that had surface defects. Pool City was notifies and their repair pHe was to repair the erson, Phil Hoebler, did come out to see the sites. He was to come back before winter to repair it. The hot tub was emptied early for him to do this. He found the time to close my hot tub (like he does annually) but never fixed the defects. I have contacted customer service, [redacted], and as of April 13th, requested to speak with [redacted]s manage, [redacted], without a response. I am not told by [redacted] that an acrylic kit needed to be ordered. Does that take more than 7 months??? I use the hot tub for my low back pain and a lot of issues due to not having it. Additionally, the stress from dealing with the lack of concern or resolution of my problem. They had no problem taking my $9000.00 but won't follow-up after the sale. I want resolution now. I feel that I should at least get 3 filters for the 7 month lost in the use of my hot tub. That is the least that they should do for all of this mess and aggravation. I will also accept a new replacement if they can't resolve this in one month.Desired Settlement: Repair or replace the hot tub. I want at 3 filters for this aggravation. That is the least that this large company can do for such a huge purchase.

Business

Response:

I have decided that the best course of action would be to replace this spa. I cannot comment on why the consumer is not enjoying the spa while this determination was being made but, the spa is fine for operation. The replacement spa will take 4-6 weeks for shipment to be received. I will contact this consumer to schedule an appointment for switching this product out when it is received. Until then, they are welcomed to enjoy their spa until this date.Sincerely[redacted]Pool City Director of Service and Installation

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. It was not in use since it needed to be empty as the defect was on the floor. Also, I was not notified. If or when it would have been repaired.

Regards,

Review: I purchased a pool from the [redacted] branch of pool city in June of 2014. I have been having filter issues since day one of the install. Last year, I chalked it up to our yard being extremely muddy and from the pool excavation and thought it would work better this year. I was wrong. Filter has less than 7 months of use on it and is basically useless. The filter turns on and moves the water but doesn't actually clean it at all. I would like to add that I have owned pools in the past, and that I am familiar with the care involved, balancing the chemicals etc. Our dirty pool was the result of the filter.

I called Rob at the Pool City location where we purchased the pool. I explained that the filter has never cleaned the pool correctly. I wanted to learn more about the warranty that goes with the product since it was less than a year old, but he would absolutely not disclose any information about a warranty. He told me I wasn't running the filter long enough and to run it 24/7 for 3 days. This was something I hadn't tried, so I agreed to it, but asked about my warranty information if the pool didn't clear up. He refused to speak to me about it and assured me it was basically user error and it wasn't running long enough. He told me I wouldn't be awarded any warranty anyways if there was a good amount of water pressure coming back into the pool. But still wouldn't address my concerns about it.

Since Rob was unhelpful, I was feeling discouraged to call him back. I ran the filter consecutively for nine days. Three times what he recommended. The pool did not clear up at all. Frustrated, I bought a brand new filter and our pool is now perfectly clear. I would like to be clear that we still use the pump from pool city. The problem was solely in the filter. I would have liked an employee to come witness what was going on when the filter was still hooked up, but like I stated above, calling the store was a waste of time and I simply didn't want to deal with them again.

Additionally, there is another larger problem with my pool. The installers, who were provided by Pool City,(I did not

find them privately), did not prepare the base of the pool correctly. This is a [redacted] semi-inground pool to clarify. There are large metal "bars" that go across the bottom of the pool. They are referred to as straps in the installation manual from the pool. They stick out from the bottom of the pool so far you can actually trip on them in the pool. They are visible even when outside of the pool. This makes the pool floor very difficult to clean and the automatic pool cleaner will not function. Most problematic though, is that where the straps come to a T, there are divets in the pool floor about 1/2 inch deep. I did not think this was normal so I contacted the pool manufacturer themselves and asked about the installation directly. They informed me it is not normal for the straps to protrude at all. (Correspondence over email) I worry that since my pool was installed incorrectly it will compromise my pool liner and cause it to fail much sooner than it should. Also, it is very unsightly and feels terrible underfoot in the pool.

I would have preferred to resolve this directly with Pool City, but they were of no assistance. I have paid over $10,000 for a pool and installation that has not been working correctly since installation. I feel that further problems will arise.Desired Settlement: I would like the price of the filter refunded, or reimbursed for the purchase of the new filter. I kept the malfunctioning filter and would be more than happy to return it to pool city.

I do not want to drain my entire pool to have the bottom installed properly at this time. I would prefer a refund for the installation because it was not done correctly, per the manufacturers of the pool themselves. I would also like some type of warranty or guarantee on the liner and installation. I would like it replaced at my convenience at no cost when the time comes.

Business

Response:

On Thu, Jul 23, 2015 at 4:20 PM, <[redacted]> wrote:Dear Ms. [redacted]

Review: I bought a hot tub off pool city in July 2,2013.My hottub had a leak where the water fountain is.tried calling poolcity never called back tried calling innovaspa and the guy gave the runnerround I found someone to fix it the guy had to cut off part of the hose to the water fountain the hottub works but I have no water fountain. in order for the water fountain to work he will have to cut a hole on the side where the fountain is and that will cost me $300.00 to get it fixed. it took me two years to save for the hottub.a tech from poolcity came out and looked @ the hottub but did not fix it and he charged me $105.00 thanks [redacted]Desired Settlement: I would like my hottub to be replaced if not I would like my money back.

Business

Response:

I have looked into this complaint and need to clarify a few points. Pool City and Innova Spas have been in touch with Ms. [redacted]. Her comment regarding the date of purchase is incorrect. Her spa was delivered on July 10, 2012. The spa carries a One (1) Year warranty. She is clearly our of her warranty period. We have provided her with a price for repair. She is not understanding that the warranty extends for one year. This is made aware to all consumers.

Pool City does not offer extended warranties beyond what the factory includes with each spa model. We stand ready, willing and able to make the adjustment to get her water fall working again. We just need her to accept that there will be a charge for this service.

Sincerely,

[redacted]Director of Service and Installation

Consumer

Response:

Review: Starting on May 28, 2014, I have been trying to get my pool claim taken care of and I have been being given the run around since then. I've send several emails and made several phone calls to pool city and also to the warranty company. I finally got a letter emailed to me the other day telling me that my claim was due to winter damage and that I needed to pay for the damage. In myself and my husbands opinion it is not due to winter damage. Pool City called me yesterday and wanted to make an appointment to come out and I told them I wanted them to come out when my husband was home and they said they weren't sure they could do that. They were to call me back yesterday to make an appointment and never did. I'm tired of trying to contact them and them not getting back to me. It's not right and my pool has a lifetime warranty and they are making excuses not to fix it to the way it was. My pool is only 4 years old.Desired Settlement: I want my pool put back to the way it was. For only being 4 years old there is no reason for what is going on with it. I want it replaced at no cost to me.

Business

Response:

I just returned from the [redacted] home. The damage was absolutely due to winter damage. I spent a while showing [redacted] how the pool needed to be adjusted. I believe they should be fine provided they follow my recommendation. The labor for winter related damage as well as the parts are not covered by the warranty that she spoke of.

Sincerely,

[redacted]Pool City

Consumer

Response:

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

Review: My fiance and I purchased a pool on March 1, after shopping around. We were told it would be installed by Memorial Day. We paid the pool in full and it was delivered a week or two later. Then they sent out their subcontractor to survey the land, at which point we had to pay $400 for them to level the ground. Once leveled, the subcontractor came out to install the pool, at which point they advised that they couldn't because of ground conditions. Conditions improved and they came again. They ended up coming out 4 or 5 times. Each time, there was a small area they kept telling us they couldn't do it. They kept giving us advice and eventually convinced us to install a french drain. They said do that and call back and we will be back out in a few days. I called, the wait time was now three weeks, at which time I contacted our sales rep and he contacted the general manager [redacted], who said he would see what he could do. On a whim, we asked a separate pool installation company to come in. They took the time to measure and mark the installation site, and it was determined that the area we had to put the french drain in actually doesn't affect the pool. We didn't need to do it and the pool could have been installed weeks ago. They cost us $1500 for a drain we didn't need.I informed [redacted] of this, who doubted our claim and he asked his service manager to check out our yard. He told me the service manager said the french drain was a good idea, but the service manager told my brother-in-law that the area didn't affect the pool and it could be installed. So the service manager echoed our second opinion.I informed [redacted] I wanted reimbursed for the un-needed french drain or I wanted a full refund. He told me he was unable to give me more than $250 and he wanted me to speak with the service manager.We decided that we want a refund, and now it will be 10 business days before we can go get our pool elsewhere.A miserable experience and one that I will do my best to not let happen to others.Desired Settlement: I would like acknowledgement that the people they have installing their pools failed to do their job properly and cost us money that didn't need to be spent.I want an expedited refund, and compensation for the french drain that did not need to be installed due to the negligence of their subcontractor failing to measure the area for the pool installation to ensure that the area was going to affect the pool install.

Business

Response:

I was out to this home on Tuesday morning (6-3-14). My observation was that the use of a French Drain where standing water was seen outside the pool area is absolutely warranted. I feel that the expense for what was done on their property was high (1500.00). Anytime that an oval pool has the potential of surface water getting under the pool it is not a good condition. The fact that the installer that recommended the use of a French Drain was only for the benefit of the homeowner. Pool City or it's agents did not benefit from the installers recommendation. Fortunately, The homeowner is now protected from the possible effects of surface water. If it was not brought to the attention of the consumer what possibilities could happen without the use of a French Drain, wouldn't Pool City and their agents be negligent?

As for the delays in the timing of the installation, I can only site the fact that this spring has brought with it many unworkable days that have caused financial hardships for all involved in the swimming pool industry. We do not make money sitting these days out. If and when we have had weather to install in, we have. This customer is being installed today (6-5-14).

As the complaint states Pool City has offered, as a courtesy, a refund of 250.00. I spoke with [redacted] yesterday and offered an additional courtesy of a complete winterization kit. I feel that what has been offered is more than fair given the total picture from our perspective.

Sincerely,

[redacted]Pool City Director of Service and Installation

Consumer

Response:

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

I have in fact spoken with the company manager regarding our issue and had reached a compromise. We are satisfied with the company's offer, as long as we do get our pool installed in a satisfactory amount of time. That I am currently in contact with [redacted] about and trying to get the pool installed within our time frame.

Regards,

Review: I entered Pool City on May 11th to get more information on pool packages. I specifically stated I needed the pool in and ready by June 15. I was told this would not be a problem. I moved forward with purchasing the pool. I had the township permit already approved so there was no delay on my end for the installation. After several days of not hearing from anyone, I contacted the installer phone# and asked for a date of when someone would be out to install the pool. I was told May 27th the installator's would be out to inspect the area. When they arrived, I was told an extra $561.75 would be owed in order for them to complete the installation. After signing the papers, I was told I would receive a call from the office to schedule a time to begin the work. After a week (June 2), I called to the office. I asked for a time and was told they could not give me one. I then contacted Pool City and talked with the assistant supervisor. He said he would call the installers and someone would return my call. I received a call back from the installers and was told they will be out within 2 weeks for the demo work, then the following week to install pool. I called back to the manager of pool city advising that would be beyond my requested date I needed and was committed to. Since then I have been told they will work with me and I would get a final answer but as of today (June 5) I have not.Desired Settlement: I am requesting that the company, Pool City, pay for the installation bill. I was given misinformation at the time of purchase and have not been able to use my product since I've purchased. $561.75

Business

Response:

I am aware of this complaint. We are trying to find a way to move her up in our schedule. Again, the weather has been the most impossible to get work completed this season. When they purchased the pool we were available from a time perspective to meet the 15th date. Weather since then has not been real cooperative.

I will, try to get this pool moved along but it should be noted that there are others that purchased before them that are also complaining of the delays. We can only do what mother nature allows us to do.

As for the costs of installation, this customer was quoted the figures and signed a contract at the time of purchase acknowledging these amounts. I do not see where Pool City should be held responsible for what the weather gives us to work with.

Sincerely,

[redacted] Pool City Director of Service and Installation

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Description: SWIMMING POOL CONTRACTORS, DEALERS & DESIGN, SWIMMING POOL EQUIPMENT & SUPPLIES, SWIMMING POOL SERVICE & REPAIR, BILLIARD EQUIPMENT & SUPPLIES, FURNITURE-OUTDOOR, HOME THEATER, PATIO EQUIPMENT & SUPPLIES, SPAS & HOT TUBS - DEALERS, SAUNA EQUIPMENT & SUPPLIES, SWIMMING POOLS- ABOVE GROUND

Address: 5555 Mountain View Dr, West Mifflin, Pennsylvania, United States, 15122

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