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Business Profile

Pool Service

Imperial Pools and Spas

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Service.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/10/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    We have used Imperial Pools & Spas to open and close our pool in 2021, 2022, and 2023. In spring of 2022, I asked them to repair the coping around the pool, they did not evaluate it 3 different times they serviced the pool. After calling repeatedly, the owner of the company (Keith L*******) visited our pool to take a look. He said that he recognized the house & pool and said that he and his crew had been the ones to install the liner and the coping and that it looked like it was not done right. I agreed to have them fix it during their next service visit. Two guys came out, chain smoked and did a shotty job at repairing it. I then got invoiced for the repair. I paid all of the opening/closing costs for the pool and wrote a letter stating that I was not going to pay for the coping repair because, admittedly so, they had not installed it properly. Mr. L******* wrote back, denying that he and I even had that conversation, and told me that I couldn't hold them accountable for someone else's work. I don't know if he is misremembering or if he is gaslighting me . He wants me to pay his company $382.50 for work that he, himself, admitted they did not do well.

    Business Response

    Date: 01/31/2025

    The issue is the coping.  Our records show that we did not install the liner for ****** ***** or the previous home owner therefore we did not work on the coping when the liner was installed  After meeting with her and then coming back to the office to research that is what I found.  That is why I charged her for the repair of the coping. She does not want to pay it so I will credit her account for the 382.50.  If she does not want to use our services, that is up to her.  We strive on excellent customer service.  We service 1000 s of pools a year with little or no issues.   Keith L********

    Customer Answer

    Date: 02/04/2025

    This is a satisfactory outcome. Thank you.

  • Initial Complaint

    Date:07/05/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    On or about November 8th 2022 we called Imperial Pools and Spas by LaFrance because our spa was making a clicking sound, they said that they would send a repair person over. He came over around Nov 14th and said that it needed a part and that he would be back in a few days. He came back on Nov 17th and said that they didnt have the right part and had to order it which could be a week. He came back again around Nov 21st and had the wrong part. He then drained the water out and winterized the spa. This should have been my 1st clue that they wouldn't be back soon.We did purchase this spa from them in 2013 (around $5k) and had purchased 2 previous spa's as well. We also purchased supplies and spa covers from them over the last 25 or so years and never had an issue with them.No call back from them for almost 2 months so we called again in mid Jan 2023. They said that they have the parts but didntt want to un-winterize the spa in case something goes wrong. We are not happy about this because obviously winter is when you want a spa. This should have been my 2nd clue that it wasnt going to go well.Another 2 months without a call back from LaFrance we called again in mid-March. The woman said that they would send someone over. They did, the guy spent 5 minutes here and left but again nothing was done. 2 days later we called to see where we were at, and she said that they had the wrong part again and would order another one. She was going to call the distributor and have them express mail the part.April 2023. Still a no show so I called again. She said that they had their warehouse cleaned up and someone tossed out my motor and other parts by mistake. She would order another motor and parts and have it express mailed. May 14th 2023. I called Keith (the president) and I left a message because he didnt answer. He called me back on May 16th and said he said its been a nightmare but the pump is there but it had the wrong plug on it and that he would order the plug and be over to fix it within a week. June 15th 2023 I called and left a message for Keith. As of today July 5 2023 no return call yet

    Business Response

    Date: 07/27/2023

    The business owner Keith LaFrance apologizes for the delay, and has informed BBB that a technician will be sent out to the customers home on Monday morning 07/31, with the appropriate parts and equipment to complete the repairs.

  • Initial Complaint

    Date:03/07/2023

    Type:Product Issues
    Status:
    Answered
    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.
    On march 19,2022 I purchased a hot tub/spa from Imperial for $8,963.44. A panel on the spa was delivered defective. There is a three inch gap at the bottom of the tub between this panel and the tub. The result is the tub is not properly enclosed or insulated. Also the gap has become a place for insects and vermin to go (we are in a rural wooded area). Imperial as seller acknowledged the defect, and allegedly contacted the manufacturer, ******* located at *******************************************. According to Imperial, ******* admired if was a defect converted under warranty. I have made dozens of calls to imperial with no results. I have insisted that they replace the tub since it is apparent the existing tub will not be fixed and after almost a year we can never know the damage that has already occurred with the interior mechanisms. Imperial refuses to replace the tub and says theyve done all they can do with the manufacturer.

    Business Response

    Date: 03/22/2023

    Hi we are well aware of the issue with the ****** spa having a damaged section  of skirting, We have been in direct contact with *** **** the manufacturer of the spa for a year now. I believe at first there was a shortage of skirting. That issue should be rectified now and *** *** should be sending out a new side of the spa skirt, We will follow up on that asap.  When it comes in we will change out the skirt.  No damage can occur in the equipment area because of the skirt not fitting properly.  We will be in touch with the ******

     

    Keith L*******, Pres

    Imperial Pools and Spas

    Customer Answer

    Date: 03/30/2023

     
    Complaint: ********

    I am rejecting this response because: I have heard this same response for over a year. This company is not accepting responsibility for selling a defective product. They should replace the hut tub immediately with a new one and pursue their remedies of which there are many against the manufacturer ******* 

    Sincerely,

    ***********************

    Business Response

    Date: 05/17/2023

    Regarding *************************** complaint..The *** *** company received the materials last week and will be producing the panel for her spa and it should be shipping out very soon..I spoke to *************** and she was happy the part is coming..Sue L******* for Imperial pools and spas 

Imperial Pools and Spas is NOT a BBB Accredited Business.

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