Pool & Spa Depot, LLC

Our experience has been very disappointing and frustrating. We signed the contract and paid the deposit on June 25. It is now October 6th and our pool is still not done.

Brentwood sales team has been great to work with planning our pool project.

Pool and Spa depot offers outstanding customer service at affordable prices.

Recently came in to have water tested. She answered all my questions about possibly changing from chlorine but did not pressure me when I told her we were thinking about the possibility next year. Always a great experience!

I bought my pool from this location 4 yrs ago. I love my pool and the customer service received. The Bowling Green location is great too, they keep my pool clear with the best chemicals. I would recommend pool and spa depot to anyone.

I entered into a contract with this company on 10 July 2015. This decision ranks very high on the worst decisions I have made. I feel an obligation to warn others of this companies business practices. I was told that it usually takes 3 weeks to start and about 8 weeks from the dig to complete. No guarantees on the completion date due to weather but that was the norm. The original estimate for completion was around Labor Day. They finished the project on the 31st of December. They built many houses in my neighborhood faster than this pool.
The next major issue is that the project was not completed as originally drawn up. The lay of my property (flat) was hard for them to predict that they couldn't do what promised in writing but we just needed to get over it and make the best of it. They didn't also know the city codes??? I thought I was hiring a professional pool company. We also had colored, stamped, and sealed concrete in the contract as a very costly upgrade. We chose the color and stamp we wanted and it looks good, however it is not the color we chose. They decided to add antiquing look on their own cause that's the way the guy does it but unfortunately the color does not come through. So we have a pool deck and patio that they like and think is great. Wish we did. We did get a price reduction on some of the square footage that was not done according to contract but now assume the cost of doing something with the area not done as it is useless space.
The next major issue encountered is that you can expect no one to show up when they so they will be there. I took off from work on several occasions because I wanted to be there to discuss things. No show, no call, no follow up unless I initiate it. This happened over and over and over. No one will keep their word.
I complained about these problems throughout the process but they always fell on deaf ears. I even contacted the owner Peter. He told me he would check into things and call me back...still no call from Peter. I believe his is disconnected from what his company is doing. I don't know any of their other customers but each work crew that came out said the company took too many jobs without the workers to do them and routinely ran behind and made false promises.
I filed a review instead of complaint because I do not want to continue business with this company and do not trust what they say anyway.

This place and staff is amazing

Complaint Description:
When they delivered my spa, they destroyed half of my deck with a dolly w/a flt tire and not enough staff to deliver safely. When they delivered spa the dolly tore up half of my brand new 10,000$ deck. There were only 2 delivery staff and a flat tire on the dolly.The rim gauged up half of my deck while they were attempting to set it up. The company replaced that half of my deck with different wood and said it would match in time.The store manager and the owner of Pool & Spa depot said give it until October 1st. Then wash it with a recommended solution and it will match. NOPE! I now have a multi colored deck that I worked a year for of 6 and 7 12 hour days to pay for this spring. Also waiting on rusty parts to be replaced for 3 months. This was their reply today. Tough stuff their done and I have a ruined deck. How is any of this my fault or responsibility to repair. I should have just had to plug in my hot tub and relax. I would have had it all stained by June and been done for 2 years. Also we purchased a complete patio set from them for near to 3,000$.So in all near to $11,000 spent in their store and I we are getting screwed. Excuse my language.No other way to put it. Good afternoon [redacted]. Just wanted to reach out to you after our conversation the other day here at the store. I have had the chance to talk to my manger, Craig and [redacted] as pertains to your decking. Our conclusion is that we will not be replacing, staining or repairing anything else on this deck. The reason for this conclusion is that we have replaced the boards that were damaged by the spa delivery crew. We purchased and used the wood of your choosing and had a rep from the wood manufacturer out to verify that the wood that was used was exactly what was requested to be used by you. It is unfortunate however that you feel the wood decking that was older then that of the new that was replaced by us is a different color. This is due to the wood being exposed to the elements, not because of any fault of Pool and Spa Depot. We have happily complied to all of your requests in an timely matter and feel that we have done all that we can. Please know that we want to be fair and never want to lose a customer. But also feel that replacing the entire deck over a few boards that were damaged is not fair or reasonable. We truly hope to retain you as a customer moving forward, Thank you Michelle B[redacted] Pool and Spa Depot

Your Desired Resolution:
Very simple make our new deck look like it did before they tore it up. This would wave been settled if they would have taken my original offer of having my original contractor do the repairs. But no they had to use their own.

Spoke to Jim S[redacted] Mgr. of Cookeville location in ref. To my complaint filed with your office this morning. Mr. S[redacted] apologized for any miscommunication and assured me he would deal with the issue. Mr. S[redacted] in his willingness to address the situation offered an upgrade to our pool package which we accepted with a 50% discount. He assured us the install will take place now on July1,2016. Thank You For a resolution to this issue.

Great place to shop if your planning an outdoor or indoor party

Very helpful and informative!!!

Friendly and informative through the entire process. Helped us quickly work through install issues that could not have been predicted!

On May 22, 2015, we purchased a new hot tub from Pool and Spa's new location in Clarksville, TN. Our salesman suggested we use Baquaspa chemicals in our new tub, and that is where our problems began. Within 2 months of installation, several of the hot tub's jets and jet covers came loose, and we found them lying in the bottom of the tub. When we called for service, the technician knew what our problem was immediately. He told us that the low levels of peroxide in the Baquaspa chemicals had weakened the plastic tabs that hold the jets in place. He told us all twenty plus jets would need to be replaced. After many miscommunications with the service department, we detailed our disasterous experience in an e-mail to the company's president. He responded immediately and offered to take care of our problem personally the next business day. We were amazed to hear from the actual president and not receive a computer generated e-mail. He was as good as his word because the service technician just called to apoligize and arrange delivery of a new, replacement hot tub. Our confidence in this company has been fully restored.

Great products at reasonable but competitive prices. Love the outdoor furniture!

This is the best pool place around !! VERY knowledgeable staff and store is loaded with anything you could want or need !!

Such a friendly establishment. I highly reccomend this company!