Complaints

This profile includes complaints for Hughes Pools & Spas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hughes Pools & Spas

  658 N Eastern Blvd Montgomery, AL 36117-2216

• 

  Hughes Pools & Spas

  599 S Memorial Dr Prattville, AL 36067-3630

• 

  Hughes Pools & Spas

  2728 Joe Bruer Road Daleville, AL 36322

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Hughes Pools on 10/14/24 and spoke with **** regarding a possible leak in my pool, which I've had only 2 1/2 years. I had documented here every detail, but greatly exceeded the max characters. To date, it has been determined that there is a leak (multiple times, actually) but no one will do anything about it.After all of the back and forth with this company for over 6 months, I felt it was time to try to get some help. I would hate to see another customer be treated in the same manner that I have been. A pool is no nickel and dime purchase, and I feel that they should be held accountable to how they are not standing behind their product.

  Business Response

  Date: 05/14/2025

  Mrs. ********* we appreciate you bringing this matter to our attention, and we sincerely apologize for the frustration and inconvenience you have experienced.
  
  We are committed to standing behind our work and ensuring our customers are satisfied. To that end, **** ********************** will be coming out tomorrow to meet with you personally. During this visit, we will conduct a thorough inspection to determine the exact location of the leaks and assess what can be done to resolve the issue effectively.
  
  Our goal is to find a resolution that meets your expectations and restores confidence in our product and service. We appreciate your patience and the opportunity to make this right.
  
  
  

  Customer Answer

  Date: 06/09/2025

  I have yet to hear from Hughes Pools regarding my leak issue and wanted to make sure that you were aware.  I also wanted to know if there is anything else that can be done, from the BBB standpoint?  People definitely need to know about their LACK of **************** AND how they DO NOT stand behind a VERY expensive product.  EXTREMELY FRUSTRATED!

  Customer Answer

  Date: 06/20/2025

  Yes, I have finally received a response. 

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ******* **** hot tub. The heater stopped working 2 men came and rigged it and said the heating unit is leaking They were ordering a new heater and would install it when it came in I have called repeatedly and entered a request for service on their website I have never heard back even after being told the customer service manager would call me This has been going on over a year.

  Business Response

  Date: 05/14/2025

  Mrs. *******, thank you for bringing this matter to our attention. We sincerely apologize for the delay in completing the service work. We understand the inconvenience this has caused and appreciate the opportunity to provide a formal response.
  Although it does not excuse the delay in service, it was due to a service coordinator change. We acknowledge that this situation did not meet our usual standards of service and we are actively taking steps to ensure such issues are mitigated in the future.
  

  We have been in communication with the customer and have taken the following actions to resolve the matter:
  --Rescheduling service call to replace heater on Monday May 19th, 2025. We will also be bringing out a new Spa Vac for the inconvenience. 
  
  
  Please be assured that we remain committed to delivering quality service and maintaining transparency with our customers. We value our relationship with both our clients and the Better Business Bureau and are taking this matter seriously.
  
  Should you require any additional information, documentation, or clarification, please do not hesitate to contact me directly at ***************************************************************************************************.
  
  

  
  

  Customer Answer

  Date: 05/16/2025

   
  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. If they do show up.  They did

  not contact me to advise me of this resolution.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/08/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Caldera hot tub from Hughes pool in **********, Al. ************* Aug 21 2024, 2 of the jet panels stopped working. Hughes pool in ********** is the service center for a spa purchased from Hughes pool in Enterprise. The repairman came Aug 23, 2024 and said we needed a new circuit panel and they would order when they got back to their office. I called Sept 9 x 2 no answer, and Sept 17 again. I was told the part was ordered. I then called Oct 8 and was told yes, the circuit board was bad and the part was ordered. I had not received any information so I called again on Oct 24 ( no answer) and then again Oct 29. We spoke to ****, the manager who told us that he would have to talk to the service repair men to find out the exact part that was needed. I inquired why he had to talk to the repairmen when he told me the part was already ordered and it should be in the computer. Again he said he had to talk to the repairmen. I called again on Jan 6 ( no answer). I called the Enterprise Hughes office on Jan 17 and they corroborated the difficulty people have getting the service **** to give satisfactory ********** husband, ****** called on March 17 and spoke to ****, the manager and said they did find the part ( why didnt they call earlier if the part had mysteriously appeared) and he would have the service men call during the week to schedule a time to install the circuit board. The repairmen never called to set up a time to install. ****** called March 28 and spoke with a lady in the office and explained the situation and she said she would pass it on to ****. We have not heard anything since. We have made over 10 calls since August 21, 2024 and here it is April 2025 and we dont have any resolution. They dont answer their phone, dont communicate with the repairmen or customers, dont keep track of orders, and dont seem to care. This companys service **** is terrible. I just want someone to replace the circuit panel in a timely manner, not 8 months later!

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pool finished 8/26/24 ,2 weeks later, nail head was found backing out into my liner. ***** was shown at the time when **** came out to show how to keep the ***** up. He took pictures. The left corner including cement is falling. Workers have come out 9/23/24.only looked. Said , there was a big problem. I have spoke with **** on 10/1/24.he stated my file was on his desk.they was going to fix it.he assured me he would call me back that day. Never heard from no one. I called back 10/9/24 left message for ****. 10/10/24 personally went to *****. They said **** was off. I explained I couldn't get no one to call me back or results. He stated there's nothing he could do for me. I explained I wanted to speak with the owner. I again left message. Still no calls back from either. **** or owner. called ***** 10/17/24. Left another message with ***** for ****. I am being avoided. My pool is still not fixed. Water is very close to running out of left corner of pool. I just want my pool fixed. My pool is not 2 months old .

• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2018 we purchased a hot tub/spa from Hughes Pools and Spas. This unit has had numerous issues. No less than four control panels have been replaced. At one point a part was dropped off at our home and we were instructed to install it ourselves. No instructions on how to install the control panel. Sides are coming off, supposedly the business has ordered the parts for repair since April 2024. Out of the 6 years we have had this spa we have only had use of it for 3.5 years due to it not working because it needed a control panel. We have yet to receive the parts, and/or get a status update on parts. We have left our contact info numerous times and yet no one from this business can make a phone call and give us the status. In 2019 we purchased an in-ground pool from the same business. This pool has a waterfall feature. The mortar was not mixed properly and we now have almost no usable mortar remaining around the bricks. The business sent a technician to look at the issue. The technician stated the mortar needed to be replaced in 2022 and 2023. Not to any surprise to us, this still has not been replaced. This business has not and will not acknowledge that there are issues that need repair. We are in a position that we cannot use any other pool/spa repair services as that will void any warranty through Hughes Pools and Spas. All we are asking is that the spa be repaired properly and that the waterfall on the pool be replaced and/or repaired properly. It should not *********** years to get something fixed that this business has been aware of from day one. The business will not tell us when a technician is supposed to show up, we do not know when or if any has shown up other than two times when we actually see the technician in person. Our next recourse is to contact the Alabama State ************************* to resolve this issue.

  Business Response

  Date: 09/06/2024

  We apologize for the delay in your hot tub and pool repair. Unfortunately, our service coordinator passed away unexpectedly and we have our replacement in training. We are trying our hardest to remedy any calls that have fallen in the cracks during this time. We are waiting on two more of the replacement parts for your hot tub to come in and they should be here early next week. As soon as they hits the dock, we will come out and fix your hot tub. We will also be sending our builder out next week to fix your fountain. Again, I apologize for the delay and will bring out a spa wand and handrail for you for your inconvenience. 

  Customer Answer

  Date: 09/23/2024

  Dear **** My file number is ********. I finally received an email stating that Hughes Pools and Spas contacted you in regard to the complaint I filed. We spoke to **** on 4 September 2024 regarding this issue. We were told at that time that the parts just came in on 3 September 2024. The parts for the hot tub were installed on 18 September 2024. The issue with the waterfall on the pool still has not been resolved. My husband was asked prior to the parts of the hot tub being installed if I would retract my complaint to the BBB. I stated I would not retract/change my statement until all issues in the original complaint ***** resolved. I will state that the issues with the hot tub have been resolved. The issues with the waterfall for the pool have NOT been resolved.