Complaints

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

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  Pleasure Pools & Spas

  4114 N Brady St Davenport, IA 52806-4004

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  Pleasure Pools & Spas

  5401 N Brady St # 1 Davenport, IA 52806-2263

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:06/16/2025

  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.

  ******** experience working with this company. We purchased an above ground pool from them last year. When the pool was originally installed, the inlet and outlet lines were hooked up backwards. This caused the pool to sit for weeks without being able to run the pump. It cost us hundreds of dollars in extra chemicals to get the water cleared and stains off the liner once they finally came back and hooked it up correctly. The sand under the liner has huge divots in it that trap leaves and debris that our vacuum will not catch. The pavers that were thrown down on the ground for the pool equipment to sit on were all out of level, un-even, and looked horrible causing the pool equipment to be WAY out of level. Our heater and pump were placed backwards which left no access to the electrical cabinet of the heater to be able to wire it, which was also a code violation for electrical clearances. I had to redo the whole set up myself to correct it. The heater has also leaked so bad since new that it drops our water level over an inch a week. I recently scheduled service for the heater because it would not run and was invoiced $375 for the service call. Their tech was onsite for maybe 15 minutes. I called to complain about this invoice thinking that with all the issues we have had that they would credit this invoice for our troubles. The customer service I received on this call was the worst I have ever experienced. The young man that answered the phone sounded like a ***** year old kid. After getting no where with him I asked for his supervisor. He said he was the supervisor. I then asked for the owner of the company and he claimed to be the owner of the company also. I responded with "I highly doubt you're the owner of the company," and his response was "bet?" Whatever that means. I wouldn't recommend this company to anyone. Installing a pool should be an exciting experience but with Pleasure Pools and Spas it's nothing short of miserable.

  Business Response

  Date: 06/16/2025

  We appreciate the opportunity to respond to this complaint and want to provide some clarification around the situation.
  
  This customer purchased an above-ground pool from us in May of 2024. Based on our records, no issues were reported to us during the first year of ownership. We were not made aware of any concerns regarding installation, water quality, or equipment layout until the recent service request in early June 2025.
  
  The customer contacted us because his heater was not operating. When our technician arrived, he found that the equipment had been connected incorrectly when the pool was opened for the season. For clarity, our company did not perform the pool opening; it was either done by the homeowner or another third party. Our technician corrected the setup during that visit, which lasted about 15 minutes, and the system was operating normally when he left.
  
  While the service call was scheduled and completed as requested, we offered a discount on the service fee as a goodwill gesture, even though the issue stemmed from work we did not perform.
  
  The customer also expressed dissatisfaction with a phone call to our store. The person he spoke with is both a supervisor and part owner of the business. We regret that the conversation left a poor impression. We take all feedback seriously and use it to improve how we support our customers.
  
  We remain open to working toward a resolution and are happy to speak further if the customer would like to connect directly.
  
  Sincerely,
  Pleasure Pools & Spas

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23475564
  
  I am rejecting this response because:

  Pleasure Pools and Spas claim that they were not made aware of the many issues with our pool installation is 100% false and an all out lie. They were made aware of issues on multiple occasions by phone calls made by me to them personally. They are only claiming to not know about it because I would not text them about it as I would much rather talk to someone about these issues not text. I also talked to the salesman about it in person at their store and spoke with the installer they subcontracted multiple times. I will agree that the recent service call for the heater not working was an error by me when I hooked it up to start this year. But as I said I would have expected this to not be a charge with all the other problems that we had. I will also agree they did lower the invoice from $375 to $215 but this was not out of their good graces, this was after I called and complained about the ridiculous $375 charge for 15 minutes of work. $215 is also ridiculous for 15 minutes of work especially considering all of the previous mentioned issues. I also dont know how there call in service desk does not verify the lines are hooked up in the right spot over the phone before telling a customer they will need to send a technician out. I was also told over the phone that if the invoice was lowered to $215 they were going to put a note on our account that they will no longer service our pool. So I am still stuck with a $3000 heater that leaks and should be covered on warranty but they wont honor **********************************************

  Business Response

  Date: 06/17/2025

  Wed like to provide a final clarification.

  The customer did mention that the equipment pad appeared uneven last year. While we do include a pad using patio blocks, we do not state or advertise that one is included, and we do not guarantee that the surface will be perfectly level. No formal service request followed, and we did not receive any additional complaints until the recent heater service.
  

  We did not open the pool this season. When our technician arrived, he found the equipment had been connected incorrectly. He corrected the issue, and the system was running properly when he left. The original invoice was $375, which reflects travel time (over an hour away) and a reserved time slot. After the customer called to dispute the charge, we reduced it to $215.
  

  At that time, the heater was also inspected. The moisture reported appeared to be normal condensation, which is common with heat pump heaters.
  

  We are not aware of any documented communication with our installer but will follow up with them directly.
  

  Due to the nature of the phone call and the customers continued defamation of our business across multiple platforms, we have placed the account on our do-not-service list. That decision will remain in place as long as the public posts remain. Were always open to working toward reasonable resolutions when conversations are respectful and constructive.

  
  Sincerely,

  Pleasure Pools & Spas