Pool & Spa Depot - LaVergne Reviews (%countItem)
Pool & Spa Depot - LaVergne Rating
Address: 165 Stones River Rd, La Vergne, Tennessee, United States, 37086-2835
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I needed a simple inground pool and didn't receive that because of mislead negligence of this company-(
I requested an in ground pool because it was best for my disabled mother(had a stroke) and my elderly father!
I stated that my house was already built for disabled & wheelchair accessible! My main point is I made it very clear what I had to have, but it did NOT happen! Instead I pretty much have an above ground pool (half in the ground)that my parents can not use!-/All because I would not pay an EXTRA $2,000 on the spot!
So here's my story-/
I went in over two weeks ago and spoke with the owners son *** about my problem!
He admitted that their paperwork on digging was a lil misleading (they were actually looking into it), AND he admitted that the contractor told me wrong( because we HAD the correct pump!?!)
All this was being said in front of ***(sales guy) and my husband lingering near by!
So it starts with the paperwork that PSD has on semi in ground pools. It states that PSD will dig 18-24 inches to levelthen you pay $20 an inch AFTER that to dig flat! ***(sales manager) also told us multiple times, it would just be an extra $480-at the most!
OK so the contractor shows up(mind u he states he's been working for PSD for 23 YRS nstalling all pools)! He shows up with WRONG Liner/lights/chemicals not a big deal./ Then he digs about 24 inches and requested $480-says he needs ANOTHER $480 to put it all the way in the ground !?! (Ok I guess PSD doesn't really dig any, if u calculate the footage that I just paid him)! I didn't mind paying for the dig BUT not double!
THEN HE SAYS I needed a larger pump which is ANOTHER $800/900 to accommodate an in ground!?!
We were very upset and worried so my husband went to call PSD, and no one answered!?! We kept questioning the contractor but his response was just like the sales guyPAY FOR IT or NOTwe are selling plenty and very busy!?! We didn't know what to do at this point, but we knew $2,000? EXTRA was just CRAZY! What shocked me most was that ***(owners son)was not concerned about what his employee didall he wanted to know waswould I have paid $900 to put it in the ground!?!
WOW
Somethings just not right!!!! He's not concerned that his employee lied about the pump (I did not need), or that the employee was trying to get about $2,000 extra from me!?! THEY DEFINITELY DID NOT CARE ABOUT MY FAMILY!!!
WELL I DO KNOW THIS!!! I will NOT let this happen to another Hardworking (tired)American, if I can help it! The misleading paperwork, uncaring sales GUY, and crooked contractors need to stop!
It's just a real shame!!!
No one has contacted me but the son, and he hung up on me because he didn't like what I was insinuating!?! I just need answers to what happened, and a different deal on my contract, if they can not put in the correct pool.
We are so sorry to hear of your displeasure with our company. We are locally owned and strive for exceptional service with each and every customer. In looking at the contract for the product that was purchased, it appears that a 24' round *** On Ground pool was purchased. This product can be built above ground, on ground where it is partially above ground, and all the way in the ground.
We do not charge up front for any additional excavation to level the area or costs associated with digging the area. This is largely in part due to the terrain of Middle TN and unable to provide upfront pricing.
The contract does state the following
INCLUDED WITH INSTALLATION section
#1 "Excavating the site up to 24" out of level. All sinking is $20.00/inch". Pool and Spa Depot will only provide free leveling of the site, up to 24"
BUYER'S RESPONSIBILITY section
#10 "Pay for any excavation beyond what is included. Requests for additional work must be made prior to installation. Payment is to be made to the excavator."
EXTRAS section
#2 Additional excavation, grading or dirt work beyond that which is required for leveling the pool site is available by bid only.
If the pool site is 6" out of level, but the customer wants the pool sunk 18" into the ground, we would level the site 6" at no charge and then dig an additional 18" down and charge $20 per inch totaling $360.
Based on the complaint, the pool is half way into the ground. The pool wall is 52" high and half of that would be 26" at $20 per inch totaling $520, or $1,040 if sunk completely into the ground.
In regards to the pump matter, there are two different types of pool pumps. One is designed for when the water level is above the pump (such as an above ground pool) and the other is designed for when the water is below the pump (such as an in-ground pool). If lowering the pool into the ground, an upgraded pool pump may have been necessary to adequately move the pool water.
(The consumer indicated he/she DID NOT accept the response from the business.)
* and my husband, that I did NOT need a larger pump! I've also spoke with other highly respected pool places that tell me YOU are lying to me! So NOW (***) the owner--you say I needed a larger pump in order to place that pool deeper(in ground)?? So who's telling me the truth YOU or your managers? It's a shame!!! Like I told your managers--I had no problem paying for the pricey dig but to put me on the spot for a pump is just shameful!!!
I dealt with the sales manager(***) from the beginning and he NEVER said that I would need a larger pump! He actually told me that the premium package was sufficient for Inground! Also--your son*** (manager now) said it straight to my face in front of
There are many variables when it comes to pool pumps and their ability to adequately perform in an above ground and/or an in-ground application. If the pool were going into the ground 100% as an in-ground pool, there may be a need to upgrade the pump and plumbing.
In the current configuration your current pump will work adequately.
(The consumer indicated he/she DID NOT accept the response from the business.)
I was truthfully hoping this was going to go differently!-/
Your son seems like a kind man(I can see it in his eyes)! I was thinking this was just an issue with a discruntal employee, but I'm now seeing it is the Owner!
I still say the paperwork on the FREE leveling of 18' or 24' that PSD is supposed to cover is just a Bait and Switch! Just like the larger pool pump that I DID NOT NEED, in order to go further in the ground! I'm now believing that little secret is just between the Owners and the contractors!
I don't know what kind of business you are running BUT when you answer with a MAY BEthat tells me everything! If you are not willing to take responsibility and fix this issue that is occurring within your company then you are the culprit!
I do know this... Eventually it will catch up with you.)
So at the end of the day I did not receive what I so desperately needed because of the negligence of you/your company!
On the signed contract, in the INCLUDED WITH INSTALLATION section it speaks to two things:
1) Leveling, up to 24" out of level, we provided that service for you at no cost.
2) Sinking is $20 an inch (this is up to the consumer at the time of the dig) You chose your depth of the pool.
The math is very simple, $20 an inch, payable to the digger. If the pool goes all the way into the ground, it is protocol that we let the customer know that a more expensive pump might be required. We do this to be transparent with the customer as there are things that can change the performance of the pump such as elevation of the pump and distance the pump and filter is from the pool. Positioning of the pump and filter is a consumer choice. At the end of the day, it was your choice how far to put the pool in the ground and were aware of the $20 an inch cost associated with that dig. We are sorry that you are upset with your decision on your pool depth and hope that you understand that our build crew was being open and honest on any additional costs that you would be responsible for.
Attached is the signed contract with customer initials and signatures.
Pool school with Bridget was very helpful and informative. She answered all questions and was great.
Pool and Spa Depot was great. Great service. Very informative. Can't wait to get our pool up and enjoy it! If you have any pool needs, I'd highly recommend them!
Ok, so usually I dont leave reviews regardless of the person or the place, but this experience deserves to be praised. Totally impressed would be an understatement! I was so satisfied by the customer service here. All of the employees were super helpful and attentive, and I was in and out with my pool purchase in under 20 minutes. Each pool description was posted clearly, including every detail of the pool and all its accessories...along with the prices right beside it. So you know exactly what you're getting for the price with no hidden fees, and no misunderstandings. The hot tubs/Spa's were displayed so elegantly, and were of the highest quality for the lowest price! Bridgett, the Manager at the Laverne location was super Knowledgeable, she had wonderful energy, and she made me and my family feel warm and welcomed! I would absolutely recommend this Place to anyone looking To buy a pool for the summer or a hot tub/Spa for the Fall/winter. Needless to say, I'll be back in November to purchase a Spa! Thanks You guys for such a wonderful experience!!!
Pool and Spa depot was great. Answered all my questions, I feel like a received a high quality spa for a fair price. The James team installed it yesterday, just one week after purchase, and cleaned up afterward. They were friendly and informative. I highly recommend Pool and Spa Depot!
Total install was not done correctly, Product sold was not in good quality and was advised it was a manufacture default.
a. Existing wire being dug up and total disregard for the existing wire regardless of what was marked on the contract.
b. Total disregard for owner of property when driver was advised not to drive on neighbors property causing issues with neighbor.
c. Sand under the pool not being distributed evenly and feeling many ruts under pool. Was advised to purchase sand and only less than 1/2 was used. This should have been used to assure that there was enough laid to cover the ruts.
d. Existing concrete slab for pool equipment was moved with the back hoe with total disregard. There was 2 eye witnesses that stated he was not driving like he has done this before and was very unprofessional when using equipment.
2. Pool issues to date:
a. The pool liner has a bubble at the top that if pushed in can cause a hole in liner. I was told this is because there is no water there, however the prior pool we owned and my neighbors pools are not like this. Around the skimmer mouth is the worse. There is several wrinkles now forming in the pool. We believe this is because it was not installed correctly. We were told this is a manufacture defect by Josh.
b. The Brown pads/tabs have all popped out of the pool top again. Josh was out to replace those, however again they are all popped out. Again we are being told a manufacture defect.
We were given the manufactures name of the pool to Google and search to call them. This to me is not their issue and should be fixed / corrected by Pool and Spa. We paid you $7682.49 for this pool not the manufacture. We feel you have took our money and now we are stuck with a lemon. With that we have also paid $425 for sand that was not efficiently used and $600.00 for electric to be replaced. We understand that you have came out several times to try to Pease us however this pool, the cost and the issues are still not resolved.
We are requesting that the pool issues be addressed and fixed and for our time and damages 50% of the cost be refunded to us.
There is a lot in this complaint that has been addressed or is currently being addressed.
There are things that occur prior to, during, and even after we build above ground pool. We have never left a customer in a position where we have not addressed and corrected the issue.
Upon receiving this complaint, we promptly reached out to the customer to continue working towards correcting the outstanding issues.
Pool was built properly and concrete slab was moved per direction of the homeowner. The unmarked electrical liner was hit during the dig, which is why we ask homeowners to identify and mark buried lines in the dig area. Fortunately no one was injured as a result of hitting the electrical line.
The "issues to date" are not really issues and not manufacturer defects, despite what may or may not been said by our installer.
The liner is a beaded liner and comes out of the pool wall and hangs down. The water in the liner is the weight that pushes the liner up against the wall. If the pool had an overlap liner, it would lay directly against the pool wall and not have this "air-bubble".
The brown tabs/pads referenced are access panels for the screws that affix the top rails to the uprights. They can easily pop in and pop out for convenience to be able to access the screws. We have sent our Service Manager out to replace for customer as they have requested.
At the time of writing this response, we are currently in contact with the customer to resolve the ruts at the bottom of the pool.
(The consumer indicated he/she DID NOT accept the response from the business.)
The liner has wrinkles and ruts under the liner. Pool and Spa Depot wants us to drain our pool so they can come out to correct the issues. Then for us to pay to have the pool refilled. This is unacceptable. I asked that we be given money back for our troubles and was only suggested they can give a store credit. I would never purchase anything from them again. I have contacted my attorney and news media. I feel that this is unacceptable business practice for us to continue to pay these items. Also after further review of the contract there was not an option for me to complete if there was electrical lines HOWEVER it asks that they be marked. There was an electrical box clearly at the dig sight. Per #3 of contract we were to have a 20amp 110 power source and we did from the existing pool. The electrical box was clearly there next to the concrete slap. Driver if he had spoken to the homeowner first would have also been told and instructed as such. Just as they drove onto the neighbors yard when instructed not to. Also neither homeowner stated to move the concrete slab out but we did ask for it to be moved back into place and was told they could not do so. Driver of the truck did not speak to the homeowner prior to starting dig and was driving erratically with no care to property.
The brown tabs again are popped out and we believe this is due to heat however this is not our issue. This is a brand new pool. I contacted another pool dealer that gladly gave me the manufactures phone number unlike Pool and Spa depot who advised I should goggle it.
We have come to a resolution and the complaint can be closed.