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Business Profile

Swimming Pools

Pool King Recreation
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Pool King Recreation's headquarters and its corporate-owned locations. To view all corporate locations, see

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Pool King Recreation has 3 locations, listed below.

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    Customer Complaints Summary

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

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    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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    • Initial Complaint

      Date:10/28/2023

      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.
      Pool King delivered but refused to install our new $23,000 spa on Thursday. It now sits cold and vacant on the side porch that we deconstructed at Pool Kings direction to make it easier for them to deliver (but not install, because that is apparently not included in the $23,000 that we paid for a cold malfunctioning spa). We also paid almost $2000 to a licensed electrician to follow the ********************* specific instructions. The technician was difficult to reach, refused to physically be present to guide the electrician, did not follow up to confirm that his instructions were sound, and is now unavailable on the weekend, even by phone, as a crowd of people that we invited to enjoy the hot tub, stand incredulous and disappointed. I called Pool King repeatedly and they insist that they are not electricians, that this simply must be the electricians fault and the best they can offer is to send someone on Monday who is just going to tell me anyway that this is the electricians job. So I called an on-call electrician and paid weekend/emergency charges because we have had this party planned for some time and yet another electrician came and confirmed that the electric is sufficient and was installed according to the directions.So I guess I pay $23,000 for nothing. I am amazed that Pool King can get away with this.

      Business Response

      Date: 11/16/2023

      Monday, October 30, 2023, both of our service technicians went to the *********** house to diagnose the issue with their spa not heating.  After their methodical testing of all the connections and components, it was decided that two of the wires were in the wrong location.  They switched these two wires and all components began working on the hot tub and the heater came on.  Our technicians checked all the programming and spoke with the customer about the issue.  The hot tub was functioning properly when we left their house.  Our spa service technicians are not licensed electricians and do not work on weekends.

      Customer Answer

      Date: 11/18/2023

      Complaint: 20795351

      I am rejecting this response because:

      Accountability is obviously a big issue here as its clear that the business wants to ***** responsibility by parroting that theyre not licensed electricians.  Yes, youve said that. We know that. Theres no need to say it again. I hired a licensed electrician for $2,000. A second, *different* electrician came over the weekend and was also unable to diagnose the problem.  Perhaps the problem is not that a licensed electrician is needed. Perhaps the problem is that a company who sells an item $20,000 needs to monitor installation and make sure it works especially when the company was made repeatedly aware that the item was specifically needed for an event over the weekend. Im *very* concerned that going forward, this refusal to take responsibility or even try to help is going to be a continuing problem.

      Sincerely,
      *******************************

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