Pool & Spa Depot Outlet

Horrible customer service! Purchased in March and now end of June and still no working pool! Liner and pump installed incorrectly. Pump has broken twice since install. Has only worked for 1-2 days each time supposedly fixed. Twice they have no showed on a Saturday for service.

I have a current 24' pool but it needs so much repair, they helped me to fit and fix the pieces while I'm waiting on the install of my new 24' pool! Chase is amazing and so knowledgeable! John is an awesome salesman and I'm getting an insane amount of upgraded tech and products for my new pool! Y'all I've heard mixed reviews on this place but I suggest you go see these amazing people for yourself! I'm very happy with my service and will leave another review once my pool is set up with pictures!

Knowledgeable and friendly staff. They remember you and are so helpful with anything you have going on or need from recommendations for purchasing a pool to maintaining your pool. A must go to place!

I couldn't be more happy with the service I've received from this pace. I live in Bellevue, I drive past two Leslie's pool stores and 40 minutes to visit Pool and Spa Depot. Their knowledge and support are so helpful to me. They always help me with the chemicals I need and the steps to add them to the pool (don't add all at once). I will continue to be a loyal customer and make sure to purchase all my pool equipment and chemicals from Pool and Spa Depot. Thank you for the great service

From start to not even close to finish has been the worst experience. First our original salesman was incompetent. Completely messed up our order, left things out of the order, miss quoted the price and failed to provide us proper paperwork. My wife and I only discovered these issues when we went to pay for our pool in full and asked to go over the paperwork and order, we had to add $5000 to original price.

Second we were told our pool would be installed during the first week of June, well that didn't happen here we are at the end of the first week of June and we can't even get our pool scheduled. Third state law requires us to have a dig permit, Pool and Spa requires you to have the permit before they even put you on the schedule to be scheduled. That expires in 5 days.

Forth they require all sand and crush and run be onsite before again they put you on the schedule to be scheduled. This must be within 20 feet of the site. Well after having the $700 in sand delivered and placed in my back yard 3 weeks ago my dogs and rain have taken its toll on the sand and I have to purchase more sand! Oh yeah I still don't have an installation date!

If it was not for the workers who actually installed the pool this review would have one star. The workers from Pool & Spa Depot were amazing & completed installing the pool in a day & a half. The first issue with buying the pool was receiving a call after the estimate was reviewed & approved/signed by the manager. We were told they forgot to add an additional $1,000 (after taxes) for the top plastic piece to go around the pool.

We could either pay that or get a refund so we told them to cancel & give us our refund & they said ok. A few hours later they called back to say they would keep the estimate they gave us initially. My question, why would this be taken to the manger to review & approve then come back to say they left something out? That red flag should've been enough.

Second issue, I asked three different times to confirm how much it would be to have an electrician come out to do their part & was told it wouldn't be much more than a couple hundred dollars. The electrician just came out & it is going to be closer to $3,000. That is not an exaggeration. Apparently this happens quite often. I generally do not leave reviews, but this is a lot of money to be spending & hope maybe this helps someone else.

I will say they are very quick and taking your money for a product that they do not even have in stock. That is not even the worse part. I had to call them after a week of ZERO updates or anyone attempting to reach out just for them to tell me that they do not know why someone sold me the liner as they don't even have it in stock. Very poor customer service agents that are unaware of what they are selling. HIGHLY recommend any other pool company.

Let me start with Tom from the service department is a lifesaver and was extremely helpful, if it wasn't for him my pool would still not be working, Dave the manager at cool springs was nice to deal with as well, and the crew that installed my pool was great. The company over all needs to organize themselves better and Bridget whoever she is, is not nice and talks down to people and I did not appreciate her. I'm not unhappy but I'm not thrilled with the company either

I would give a ZERO rating if I could. Save your time, money, and aggravation and go to Family Leisure. At least there they know what they are doing.

When spending $85k on a pool, one would expect a certain level of professionalism and communication. It seemed that different departments didn't communicate with one another. This led to a lot of misguided direction on who should be updating us on where we were at in the process. We were given a start date three different times. Each time that date passed, there was no update given to us on what caused the delay.

I understand costs on the rise and weather delays, I don't understand not calling someone by promised dates. This went on for three straight months. The final straw was when the lady in the construction department told me that she had updated my wife every 2-3 weeks. When I brought to her attention that we were the ones reaching out to them every month since the start of this year, she said we could take a look at Verizon records to see if that was true. It is a shame that it took a year of hanging on to figure out that this company didn't want to earn our business.

We were delighted to meet Corey when we got there. He was knowledgeable, non aggressive, and he listened to everything we wanted. he found us the perfect spa for us! we are so excited and thankful. Thanks Corey you are awesome!

I will never use them again. I will never recommend this company. For a year we have been trying to get our DIY pool up. The sales guy said it was easy. At this point I could have purchased a in ground and it would have been installed quicker. Every person that is one of their "installers" won't touch it. So Pool and spa Depot basically got their old stock out of their inventory and we footed the bill. Never again. Horrible experience. If I could have gave no stars I would.

Spa was damaged while being installed, was missing two parts (naturally it was COVID's fault) months later those parts are still missing. Bluetooth power supply did not work, water spouts were not working, water was leaking out of the "water tight bladder" due to a jet leaking below. Top service expert came out to repair it. Had to drain the spa to repair it wasting 30 million dollars worth of chemicals. Refilled spa after two weeks allowing the repair to cure. Refilled wasting another zillion in chemicals and you'll never believe it.

Still leaks! Time to send out the experts and drain it again! Spend the extra money and buy a legit spa. There is nothing good to report here. Spa is a lemon. Parts missing and the company's service isn't as solid as it's sales force. Nothing better than buying a $13,000 paperweight to hold that $1500.00 new slab down. Thank goodness I installed that $1600 220amp circuit for the next spa I buy!

We just purchased a new pool from Pool and Spa Depot, and had a very pleasant experience with the sales process. We worked with Corey B at the Brentwood store, and were very impressed by him. He was extremely thorough in explaining all the details of the different pools, and very patient with us to make sure all of our questions were answered. He exceeded our expectations. We are excited about the new pool, and look forward to this summer. Thank you Corey, and Pool and Spa Depot!

We were so excited about getting a pool finally! We met with these guys twice picked out everything and scheduled with them to come out and take measurements and get things going! We put our deposit down. Well, we took off work and they never showed up. The excuse was, " I didnt put it in my calendar, I have a meeting I will call you back." Unprofessional and rude they lost our business and after looking at pictures and reviews Im glad they didnt get us as custoners.phew! Things happen for a reason

My husband and I had wonderful service with Cory. He took the time to help us pick out a hit that fit our needs. We did not know there was a store much closer than the Brentwood location so when we asked about it Cory sent us to Clarksville to meet with another salesman. He understood that the extra driving time would mean another 2 hour drive for us. Now that's an honest salesman! He was spectacular! Thank you Cory for excellent service and an honest sale. You don't see that much these days.

Purchased a TN made hot tub from Brentwood location. Barely made a payment and top ripped in 2 different spots. Called to get replaced but of course that wasn't covered under the "Bumper to Bumper"coverage? So now that the cover is ripped water leaks into hot tub. Terrible customer service

Upgrading my review. Sales process was fine. We did not get the hot tub we wanted and had to wait a few months, but that was ok. We bought a Jacuzzi brand hot tub. Delivery was fine. Used the hot tub for a few weeks and it stopped working. Had a defective part. Bill came out today and replaced the defective part. Bill is awesome - super knowledgeable!

Hot tub is working! Very impressed with the service of Pool & Spa Depot! It was not their fault that the hot tub came with a bad part, but they made up for it with their excellent service. We highly recommend them!

I love my pool and it is beautiful. However they installed a heater that never worked and I can't get any updates other than the parts are on order. It's been four months since my pool was installed and two months since the bad heater was installed. I don't want a heater that was dead on arrival. I can't imagine anyone would find that acceptable in any appliance they buy. Oct 31 update They came to replace the control panel of the heater.

That did not fix the issue. I called yesterday to report the issue still wasnt resolved and I was assured I'd get a call back within the hour (when the service manager returned from lunch). 24 hours later and still no call. Proceed with caution with this company. Don't pay there remaining balance on your account until they really complete the project because once they have your money it's nearly impossible to get them to respond to you. I just want what I paid for. No more and no less. A heater that works and not one that was delivered not functioning.

I wish I could give this place 0 stars. First off, the customer service is AWFUL! We bought a hot tub in April they never deliver or called after they took our $10,000. We had to call weekly to try and get updates on delivery. After 3 months (when we were originally told 4 weeks for delivery) the manager offered us an "upgrade" for our trouble. The upgrade was a BROKEN older discontinued model with the wrong cover that doesn't fit. I've called the manager at this location multiple times with a promise of a call back and NOTHING!

Next step is reporting them to the BBB. This place is an absolute SCAM! Go somewhere else, anywhere else. It's now October and we're stuck with no help, no answers, no end in sight and a broken AWFUL $10,000 hot tub.

OMG BRENTWOOD POOL AND SPA DEPOT EXCEEDED OUR EXPECTATIONS! Ron Neal was able to guide us into an AWESOME POOL! Our Project manager Jennifer was excellent at commutation and follow up! Joel and Ben have a very dedicated and hard working crew. Best way to sum this up is instant pool! I strongly recommend Brentwood Pool and Spa Depot if your looking for quality from start to finish! Ron H.

Updating rating from previous due to mistake on my behalf. Customer service is good, Sales was great. Yes it will take a while in this environment we live in, but hang in there people, they will get you taken care of. I received regular calls updating me on the my pool order progress and very much appreciated that. Again sorry for the mistaken two stars previously, you guys definitely didn't deserve that.

My daughter was sucked into buying a stealth pool package. Right. the salesman was just that. a salesman. Period. Now, here she is. pool half ass in. not finished. The guys who were installing at fIrst seemed to be good until they left her hanging last Wednesday. ( half done) Mounds of dirt piled up, pool pump not finished, major rains headed this way.

We have tried repeatedly to call installer, tried service department leaving messages. No reply. No reply! I am livid. My daughter is stressed. The salesman doesn't tell you the rest of the story. he sales and then beware. To the owner of this company. you should be ashamed of yourself. I read reviews and thought I'd give you benefit of doubt. But, beware consumers. read reviews before EvEr trusting this company. I don't leave negative reviews unless there's a good reason! Beware!

Terrible customer service. Used car salesman tactics (major charges hidden until the very end of the transaction). I wouldn't do business with this company ever again. Contractor overcharged us on the dig. It took (not exaggerating) 10 phone calls to get ANY money back. When a refund was issued, it was less than half the amount of what we feel we were owed.

When we contested this once more, got a call from a mega-rude employee basically telling us to stuff it. I have posted perhaps a total of 4 reviews on yelp in my entire life. This is a company to avoid.

I would like to thank our salesman, Jeremy Petree. He is very knowledgeable, and when he did not know something, he would get the answer quickly. We also want to thank Q and his installation team. They are a fantastic crew, very diligent and professional. Annette, Krysten, and Kelley with the scheduling team were delightful and helpful in getting our installation schedule.

We had questions after the install, and the service team was rapid in getting our questions answered. We are delighted with all the service we received from everyone at Pool & Spa Depot.

Jake Jacobs was our sales rep. Being former owners of post home purchase constructed in-ground pools in previous homes, Jake was extremely helpful, offering both pros and cons to other pool options. Jake went the extra step in coming to our residence to assess and make recommendations. Subsequently we went with 24' above ground pool. Furthermore, Jake made himself accessible via cell phone to answer any additional questions.and still does.

We highly recommend going through Jake; he gets 5+ stars from us! The install crew is a different story. Shirts off, smoking, cigarette butts left behind.totally unprofessional in appearance yet the pool was installed without any issues "thus far" (except for a very minor connection drip). My complaint is that our 24' above ground was placed in the same spot where the previous owner had a 24' above ground.an obvious flat spot in the yard. Somehow, the "dig" was to be $120 more than what was paid in the purchase price. And.cash or check only to the crew foreman! One, none of those guys were ever going to see a check of mine that has my acct & routing numbers on it and two, I didn't have the cash on hand. Furthermore, there was no business office to call in a credit card number.the typical "I want to get paid under the table so not to have to claim income at tax time".

Be forewarned, if your pool site is flatter than the flattest spot in Kansas don't be surprised if there is some BS story as to why they need to dig in excess of what comes with the package price; a built in "tip". In my starter kit I was missing a fountain, had multiples of one chemical while missing another. Again, Jake, being a 5-star rep, assured me that he would get the missing items to me. I have no doubt that he will. Our overall experience rating would probably average 3-stars but it's Jake that brings it up to 4.

Don't not do business with this company!, they are worse than old school used car salesman. :( -After spending thousands on a concrete patio for our hot tub, and after two days coordinating the electrical conduit placed within the patio concrete with our salesman - he then informed us (After asking for status only) that our hot tub manufacturer was no longer making the tub at all. - Truth is the manufacturer just was not selling to pool and spa anymore.

The floor models were missing when I picked up my refund very obviously the salesman would see this and know a problem was happening with the manufacturer. Our salesman didn't even turn around in his chair to say sorry and just pretended I was not there. DONT WASTE YOUR TIME or $$$ HERE!

To whom it concerns; pool and spa depot This has been a 2 year decision amongst my family to get another pool since we put one in our last house. From the moment we walked into pool and spa depot (coolsprings) it was a warm welcome but as soon as we picked what we wanted and signed the dotted line we were just another $$$ symbol to their payday. Kelly Reed, who is in charge of scheduling the installation projects, is the most unprofessional human I've ever spoken with (it seems like 2020 repossession world went out of business due to the pandemic restrictions not being allowed to repossess and pool and spa depot was desperate to hire someone) this is the way she talks to you!

Like you owe them something!. when her job is to schedule the installation day/date. Not to mention they keep rescheduling the installation date! We have been rescheduled 3 times without a reason. I WOULD NOT RECOMMEND anyone to buy from pool and spa depot! Unprofessional and condescending treatment is what you will receive once you've signed.

Wow based on the reviews and what the Better Business Bureau says about this company I'm sure that they won't be in business much longer. My families in the market for a pool inground. Thank everyone that left a review to give us a true picture of what the service is like and a reason to steer clear.

Issues after Issues. Was not explained some of the "hidden" costs at the beginning and the timeframe. It was always one thing after another with electrical and also the excavating. People are rude and do not listen, I have to explain myself 3 times and then get transferred. Now I just paid $299.00 to open the pool for them to basically take the tarp off.

Nothing was explained again when I scheduled the appointment. Lady I spoke to was just full of herself and acted as didn't want to be there or take the time to find out any issue.

Pool and spa depot put my pool in several years ago and did a great job. Dealing with the service department ever since has been super hit or miss, but it's the devil you know so I stuck with it. I have never liked that you have to pay up front for all the work, including labor (parts I understand completely), but again.devil you know. Today was the last straw.

My salt cell that they replaced is leaking after a pump repair that they did and they told me it's not their fault, $130 service call to repair it. I asked why it wasn't under warranty and they said the parts would be warrantied and that's it. I'm guessing it's about a 5 cent gasket in there, gee make sure you file for that!

I asked for a supervisor because honestly I was so shocked that they were absolutely sticking to their guns on the service call given 1) the Salt cell is 11 months old 2) this happened right after a service call (she even said the pressure was increased after the pump repair but stressed that did not mean it was their fault "it just happens") 3) I've stuck with them for years after my installation. Honestly it is just good business to even say "you know what, this probably didn't happen because we were there but that sure is a big coincidence, let's get you taken care of" instead of "I can send you a video to prove it wasn't leaking when he left" and "since you won't let it go I guess we can do a $75 return fee." No. No the fee should be ZERO. bottom line. Beware. Warranties mean nothing, customer service means nothing. A pathetic effort made to keep a customer of almost 7 years.

Bought a spa and they delivered it with outside of spas housing having scratches on it. I was told someone would be out to replace it. After a year of phone calls no one has done anything. They will Blame Everything on COVID and try to talk you into additional products instead of fixing the product that you purchased. Stay away from this place. They don't care about quality of customer satisfaction.

If I can leave a zero I will need a zero review. Either the owner does not want to try to work things out to make what is right right. Erica has no respect for understanding how to speak to people in a business asset. They've had my money for my pool since October corrections in September the pool supposed be put in October now they won't put the pool in until March. The company does not know how to do business. And I would not recommend them to anyone not even my worst enemy. They are very unprofessional people

As I was quick to post some of the negative experiences I had, I feel obligated to post a positive one as well. After some issues during the process, they finally got to the finish line. The key to the process is communication and information accuracy. Once we got the right conversations going, they were able to complete the work and I have a finished product.

Special thanks to Ben, our PM and Daniel, the operations manager for making it happen. Wouldn't you know it, before we could get either the wall built or sod down, the rain pushed a lot of mud into the pool. So now the fun part of pool ownership begins. Thanks Ben and Daniel for getting it done!

After a fustrating experience in finding a pool, scheduling install and having our pool installed with several issues following, pool and spa depot, from the top Down, including Peter V. Ms. Bridget and Dale have worked incredibly hard to make everything right for us! This large purchase was not easy on us, and we were apprehensive. However, knowing the challenges that pool and spa depot had to deal with during this difficult time, but were still able to make every exception to make it work out for us.

I originally left a one star review, But after experiencing their willingness to help us resolve these issues, I had to change my review. Thank you for making it right Pool & Spa depot, Peter, Bridget & Dale!

The sales team and store manager are great. But that's where it stops. I had an inground pool installed. The project manager disappeared for months after payments had been made. I always paid on time and was very patient. John Mantay is the head of construction. He will promise you the moon and never deliver. My pool had engineered plans that I paid for.

The pool ended up in the wrong spot unfinished and they wanted to collect the final payment before passing codes. I refused and as it turned out several items needed to be addressed before the City would pass the inspection. I would recommend looking elsewhere. This company only cares about the number of pools they install not the quality. They also undersized my pool equipment. Looks like I need a new pool pump and I haven't had it up and running a year. RUN.

We bought a house that came with a pool. Having never owned a pool before, we were told by the sellers that Pool & Spa Depot had great customer service. Our pump was leaking and we made the 30 minute trip to P & S Depot. Immediately we were greeted by Daniel who not only was kind and proactive, but he followed through and fixed our pump after walking us through how to try and do it ourselves.

He was patient and friendly and we REALLY appreciated everyone's help there. We visited another pool store and the service was nowhere near what we experienced with Daniel and P & S Depot in Franklin. We gladly make the trip there, even though its far out of the way, because we feel like they want to make sure we are helped in the right way. So far, so good. Thanks Daniel!

We were searching for patio furniture and had an amazing sales person helping us. Derek I believe. The process was very easy and delivery came sooner than we expected. The quality of furniture is great and the delivery person was super nice and got everything set up the way we wanted. Thanks for a great experience

When I purchased my spa everyone was great. 6 months in we had problems with the stereo. I called and someone came out to check out the problem. I am 2 months in now still waiting on the repair. They say it's the "manufacturer" who is the problem. They told me they always take a long time. What I wanna know is if you KNOW this then why deal with this manufacturer?

You should care about how your customers are treated even after the purchase. The only time I get an update on my repair is when I call. even though each person say they'll put my account on Red Alert so I don't get over looked. I'm still waiting for them to fix what should have never broken within the first year. With only a 1 year manufacturer warranty I do feel like they're hoping this ticks away the time.

So we tried to buy a pool in July from Pool and Spa. We had some confusion about the install date so we cancelled the contract. One of the Pool and Spa supervisors called me to inquire about what went wrong. When he heard my story, I had a pool 5 days later. Pool and Spa went above and beyond to get my pool right. My new pool owner calls were answered quickly and someone was here the next day to make sure I had it right.

Thanks Pool and Spa! One happy customer here waiting for summer! And our pool is much easier to care for than we thought and it brought the adult children over every weekend. :) We look forward to our first full summer season! UPDATE July 26, 2018 Uh we love our pool, we have had some really good days here with family. The pool is less trouble than we thought.

We put in a deck this year, finally found the right contractor Joey Benefield who built us the perfect deck for our area. Thank you Pool and Spa for helping us keep the pool crystal clear! Thank you Sam at Pool & Spa for calling me back to check on us, it is the reason we ended up with this fantastic pool Best thing I have done for the family in years. :)