Complaints

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

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  Performance Pool & Spa

  2405 Annapolis Ln N Ste 280 Plymouth, MN 55441-3619

  
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  Performance Pool & Spa

  1890 Wooddale Dr Ste 800 Woodbury, MN 55125-1900

  
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  Performance Pool & Spa

  6922 55th St. No. Oakdale, MN 55128

  
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  Performance Pool & Spa

  1270 County Road 42 W Burnsville, MN 55337-4431

  
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  Performance Pool & Spa

  81 10th Ave S Waite Park, MN 56387

  

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:12/18/2023

  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.

  I purchased a Sundance spa and smart top on 10/9/20. It was delivered and set up 11/20. The smart top has never sealed the spa properly. Forming ice *******, and freezing top to spa making spa un usable. Causing water loss, extra chemical usage , extra maintenance and high energy use. Performance pool and spa ******** **. was notified with problems of top not sealing. They came out tightened the latches two times. The latches were so tight that sometimes i could not latch or unlatch them. Notified PPS many times of problems. Problems were never fixed. I got a hold of the smart top manufacture , told them what my issues were and sent them pictures. Discovered from them that top was not installed properly and lift was missing parts. Also corner foam inserts were missing for my cameo sundance spa. All of this happened because PPS sold me a display smart cover .I discovered this from the manufacture with the serial number on the smart top. This information about the cover being a display model was hidden from me at time of purchase from PPS employee ***********************. Hidden from me on more then one occasion. *********************** from PPS and ************************* from Leisure Concept/ Smart Top tried several times to seal the top. By adding foam everywhere. But nothing worked. The latches were tightened so tight I believe it caused the one side of the smart top to form a dip . After the dip formed they replaced the smart top. I believe it was warrantied by Leisure concepts. PPS installed the new smart top. Same problems existed with the smart top not sealing the spa. PPS came out several times to add foam to areas that were not sealing.. Always not fixing the problems and causing other areas to get worse. And every time PPS came out to fix the smart top they claimed that it was fixed. PPS came out a final time in 2022 or 2023 and claimed it was fixed. Then on 03/19/23 the back side of the cover was frozen shut. With milder temps then ever before.

  

  Business Response

  Date: 12/22/2023

  We are in communication and trying to seek a mutually satisfactory outcome. We will keep BBB posted of developments towards resolution.

  Customer Answer

  Date: 01/03/2024

   I am rejecting this response because:
  
  **** from ******** PPS offered ****** off the price of a new cover.  My cost of my cover was around 2500.  This price was with a lift, that will not work with other covers.  A new lift and Two sides would be needed.  Two side panels of tub will have several visible holes when lift will be replaced.  Not sure if tub will even seal with new cover because I think tub has design flaws that are probably causing heat and water loss as well.  I paid for spa and cover that has not sealed since purchasing.  His own employee said that this should have been taken care of long ago.  I have video of this.  This same offer from **** was already previously rejected by me. Thank you 

  

  Business Response

  Date: 01/05/2024

  As ****************** was still unhappy with the 3 year old cover (in spite of repeated adjustments that we made per the manufacturers recommendation), a new cover was offered her at below cost.   
  Her reply to that offer included neither an acceptance nor a refusal of the suggestion.  
  However with this missive to the BBB, its understood she isnt interested in that offer.  
  Since then, we have asked for more specifics of the concerns and, as we have done since the purchase; we will work with the manufacturer in order to provide satisfaction.          
  
  ***********************
  President
  Performance Pool and Spa
  ********************************************************
  **************

• Initial Complaint

  Date:08/12/2022

  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.

  I asked for a quote on repairing a problem with my pool cover. They never informed me that there would be a charge for this and I did NOT authorize them to charge my credit card. Two guys came out for less than an hour, did NOTHING, accomplished nothing and then they charged my card that they kept on file $413.88!! I would have NEVER AUTHORIZED THIS CHARGE! They didn't notify me that there would be a charge nor did they ask me if this would be acceptable. I would have said NO!! They sent me a quote of over $16,000 to replace parts that most of which do NOT need to be replaced, because some of them are new in the last year! They're just trying to get me to pay them money which is not necessary. Their so called "technicians" have no idea what they're doing. The only invoice they sent me was created the day I requested it and you can see that nothing was done. You can see the date it was created on the bottom of the invoice. They came out on the 18th of July and created the invoice on August 10th, the date they responded to my email requesting it. I believe they made up this invoice to try and justify charging me this money without my permission. They charged a card that they kept on file, I never would have given them permission to charge me $413.88 for a DIAGNOSIS or quote to repair!! Refund my money!! I have their visit on my ring camera and they did nothing to fix anything, they walked around for a little over 30 minutes (two of them!!) and left. Why would I need two guys to walk around my pool for 30 minutes doing nothing? Accomplishing nothing except attempting to double charge me and then give me a BS quote to replace parts that are not necessary to replace!!

  

  Business Response

  Date: 08/17/2022

  We do not believe **** complaint is an accurate representation of events. A notice of the pending charges was sent to **** email alerting him to the upcoming charge. On 8-5 the invoice was sent, the card was processed on 8-8. Of course we dont just run credit cards
  This process has played out 20 + times at the Olsons since 2014.
  We respond to the request, perform the service, send an invoice,wait at least a day (allowing time for questions and if none are forthcoming),process the card. Our GPS shows that the crew was there for 1hr 20 minutes. As to Robs suggestion that a quote was all that was desired; the following is a transcript of just one of **** voicemails sent regarding the cover request:
  Hi ****, this is ***************** at 881 *******, still having trouble with my pool cover. No one is returning my calls, its a mess I need someone to call me back as soon as possible, we need to get this thing repaired. Its been a nightmare for over a year so please have someone call me about.
  We never implied a free quote nor was a free quote ever asked of us.  
  In addition, a quote without a repair would stand in contrast to the 20 + other times weve been called out. In fact, in a subsequent voicemail *** asks if the delay in a return call was due to us waiting for parts.
  In addition, Id direct you to our cover work from 9-8-2020.
  Basically, a similar request came in, we serviced it, got it going and billed for the service.
  No quote, just repair. No problem then.
  It seems the expense of the proposal caused the most offense. In agreement here, it was an unusually expensive proposal. A reasonable debate could be had in which a less invasive, less expensive, more optimistic approach could be considered. Yet, in looking through some past service calls in which the cover was often found to broken, coupled with what the crew diagnosed (both this time and the time before when we did get it working) a more robust repair option is at least reasonable.

• Initial Complaint

  Date:08/05/2022

  Type:Product 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.

  I ordered a replacement liner for my pool back in March of 2022. I read the employee exact measurements over the phone and he placed the order with the manufacturer. When I received the liner and tried to install it, we notice the liner does not match the dimensions I read to the employee. They are stating that it can not be returned or exchanged and will not even engage in a conversation regarding the matter. The purchase was for $1,517.92. When I contacted **** regarding this matter he was unprofessional and defensive. This is beyond frustrating and one of the worst customer experiences I have ever had.

  

  Business Response

  Date: 08/05/2022

  We ordered the liner based on the dimensions that the customer gave to us and once we got the liner to him, he was upset about the liner being beaded instead of overlap although our employee had discussed before with him that the liner would be overlap.  After this complaint was resolved, the customer was upset about the dimensions of the liner.  In order to resolve the situation, we offered to get him a replacement liner at cost but he refused this offer, stating he could get a better price elsewhere.  We understand that he is upset about the liner issues and we tried to remedy that situation but he did not accept our resolution.

  Customer Answer

  Date: 08/08/2022

   I am rejecting this response because:
  
  This response makes zero sense..  I didn't reject the liner because it's beaded... Because it's not beaded.  You ordered an overlap liner (which is correct).  However, your employee either wrote down the dimensions wrong or fat fingered them into the order.  Either way, I tried to order a 34 x 16 liner and received a 36 x 19.  It's entirely too big and unusable.  I have been nothing but reasonable in trying to resolve this.  I even offered to return the unit for store credit.  However, I was told by **** that the owners "didn't want to discuss the issue". 

  

  Business Response

  Date: 09/02/2022

  We understand ******'s frustration with this situation and although we believe we ordered the liner in the dimensions he originally specified to our employee, we are willing to work with him on this complaint.  We are prepared to replace the liner in the dimensions he needs at no additional cost to him.  We hope this will show our good faith in the matter and resolve the complaint to both of our satisfactions.