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Business Profile

Pool Contractors

Southwest Pool & Spa Repair

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Contractors.

Complaints

This profile includes complaints for Southwest Pool & Spa Repair's headquarters and its corporate-owned locations. To view all corporate locations, see

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Southwest Pool & Spa Repair has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints 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:11/16/2023

      Type:Billing 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.
      Company kept charging my credit card $160 a month for serving the pool and has not made any attempt in servicing the pool, keeps trying to upsell me on charges, and still did not fix the pool or clean it. They kept sending inexperienced people to 'clean' the pool and kept making it worse. We wanted a reimbursement of the monthly service for 3 months of not having the use of the pool and they just laughed in our face. They cost our pool a lot of $ to have it repaired by another company.

      Business Response

      Date: 11/16/2023

      IT IS UNFORTUNATE HOW A PERSON CAN LIE SO MUCH AND TRY TO CAUSE HURT A BUSINESS JUST BECAUSE THEY ARE USED TO INSULTING AND DENIGRATING PEOPLE. WE TRIED TO DO THE BEST WE COULD WITH HER **** EQUIPMENT. IT WAS EXPLAINED TO THEM SEVERAL TIMES THAT THE FILTER IN THIS UNIT IS MORE THAN 30 YEARS OLD. THE PARTS ARE ABSOLUTE/ NO LONGER EXIST. WE ARE NOT THE KIND OF COMPANY THAT LIVES OR DOES BUSINESS OF UNNECESSARY SALES TO OUR CUSTOMERS. WE HAVE MORE THAN 30 YEARS SERVING HOME WARRANTIES AND CUSTOMERS FOR THE SAME PERIOD OF TIME. WE ARE NOT OPPORTUNIST PEOPLE AND MUCH LESS DISHONEST PEOPLE. THE PHOTOS THAT **************************** UPLOADED WERE RECENTLY FROM SATURDAY 10/11/23 WHEN THE TECHNICIANS WERE TRYING TO CLEAN THE FILTER AND DO THE IMPOSSIBLE TO REVIVE THE **** THAT THESE CUSTOMERS HAD REFUSED TO REPAIR. DOING THIS *************** CAME OUT USING HORRIBLE LANGUAGE WITH RACIST COMMENTS AND RULED THEM OUT OF THE HOUSE WITHOUT BEING ABLE TO GET THE EQUIPMENT OUT OF THE HOUSE. THE TECH'S LEFT THE PROPERTY WITHOUT COMMENTING OR SAYING ANYTHING BACK TO *************** AND YET WE CONTINUED THE SERVICE THIS **** UNTIL YESTERDAY 11/15/23 ************** CALLED TO CANCEL SERVICE AND WE PEACEFULLY SAID IT WAS OKAY. 5 MINUTES LATER THEY CALLED BACK ASKING FOR A REFUND OF 3 MONTHS BACK. WE DON'T UNDERSTAND WHY THE **** WAS SERVICED EVERY THURSDAY OF THE **** WITHOUT FAILURE. THEY WERE NEVER CHARGED ANYTHING EXTRA SO WHEN I EXPLAINED TO THEM THAT WE CANNOT CREDIT THEM FOR 3 MONTHS OF SERVICE, *************** SCREAMED FOR MORE THAN 10 MINUTES OBSENESE WORDS AND THREATENED, SAYING THAT SHE KNEW WHERE I LIVED, AND I WOULD BE VERY SORRY. THEN HE DID THE SAME WHEN I TRANSFERRED THE CALL TO THE SUPERVISOR. THERE WAS NO WAY OF SPEAKING OR EXPLANING ANYTHING FURTHER WITH ***************, SHE IS A VERY VIOLENT PERSON AND DWE HAVE PROOF THAT SHE WAS NEVER OVER CHARGED FOR ADDTIONAL ITEMS. I WISH THEM THE BEST OF LUCK AND HOPE WHOEVER THEY DO FUTURE BUSINESS WITH WON'T HAVE THE SAME TREATMENT WE WENT TROUGH. 

    • Initial Complaint

      Date:09/14/2022

      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.
      A representative from this company was sent by a warranty company to my home to repair the heater on my pool. The man stayed for 5 minutes, mentioned that there was an issue and left. I assumed he would return but days later I called the warranty company who told me this company says there is nothing wrong. I called them to discuss the matter. The supervisor insisted there was nothing wrong, insulted my when I questioned what I saw with the pool problem and then claimed he received no money for the repair so I have no right to expect anything from them. I would like the heater fixed as expected but I believe this company is unethical.

      Business Response

      Date: 09/20/2022

      Contact Name and Title: ******- Administrator
      Contact Phone: ************
      Contact Email: ****************************************
      We serviced ************* on 09/09/22 through First American Home Warranty. At the time of service the pool heater was functioning correctly and operating under normal manufactures specifications. During the course of the diagnosis we discovered a discrepancy with the spa side remote controller which is part of the homeowners automation system. Due to the failure of this spa side remote controller, the homeowner can not turn on the heater remotely, only manually. To correct this issue the spa side remote will need to be replaced. We made a report to the home warranty company the following day and were not given authorization to replace the spa side controller. At the time of service no monies were collected. We are also attaching the portion of the homeowners contract, which was sent to us by First American explaining what items for the pool are covered and which items are not.

      Business Response

      Date: 09/20/2022

      ***Document Attached***

      See Attachment/File: fudge contract.docx

    Southwest Pool & Spa Repair is NOT a BBB Accredited Business.

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