Complaints

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

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  Majestic Pools & Spas

  4370 Walden Ave Lancaster, NY 14086-9716

• 

  Majestic Pools & Spas

  6315 Transit Rd Depew, NY 14043-1051

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:09/27/2024

  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.

  Paid 3300 for a new heater for our pool Sept 1st. They came to install and never completed the job. My husband and I both have called several times and no one has called back to complete the job.

  Business Response

  Date: 09/27/2024

  The customer purchased the heater at our Transit Rd location from Evan on August 30th, 2024- receipt attached. The customer was told that they had to have an electric outlet at the site to plug the heater in- we are not licensed electricians. The heater was installed on September 4th (3 business days later, which is great service during a busy season), where our techs discovered there was no outlet. We did complete the job the customer paid for. The customer was unhappy, so we contacted the licensed electrician we subcontract for our inground pool installations to run a line at our expense. The electrician, *** *****, contacted the customer right away. Mr ******** was belligerent and using profanity while talking with electrician *** *****, and the call did not end well. *** ***** did not go out to the ********** to run an electric line considering the way Mr. ******** treated him on the phone. We did not hear from them right away, so we assumed they were getting their own electric.  It was not until I received a call from Mrs ******** that we resumed work on it- again, after the call with *** *****, we did not find the need to do anything further. Mrs. ******** did not give me any background on the issue with the electrician, only told me that we started the job, and never finished it. We contacted *** again, and he went to their house and finished the line yesterday- at OUR COST. I've attached the receipt for what we paid him. We went above and beyond for this customer, offering to pay the electric so they could get their pool heated sooner ($175, see attached). The delay is all at the fault of Mr. ******** and his treatment of the electrician, who is not employed by us. The electrician was treated poorly, and the call did not end with a scheduled appointment. On another note, the job was completed yesterday, yet the customer submitted this complaint and a 1 star ****** review TODAY. We are the authorized repair center in Western New York for the heater they purchased, they will have to contact us if they need warranty work. We certainly to not tolerate profanity, just like Mr *****, and would make Mr ******** aware of that if he calls.  Cindy Cousins Owner

• Initial Complaint

  Date:10/20/2023

  Type:Customer Service 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.

  In June of 2023 I had 2 repair guys come out to give me an estimate to repair my hot tub. When they got here they checked out my hot tub and said they were going to use the same estimate that they gave me in 2020 as nothing changed due to no use. The estimate included a pump and cover, which I declined the cover and they had already fixed the pump in a separate repair. The estimate was $1200 , They said minus the cover and pump, I'm looking at a repair of $500-$800 and they would be out the next day, They were a no show, I called and spoke with manager Mike and confirmed the cost and new service date, 2 weeks out, no show again, called and spoke with Lance another manager, again confirmed what was said as far as repair cost and get a new date. Finally after four months and two more calls they showed up on 10/17/23 to repair tub. After about 10 minutes they called me outside and said they were no longer doing it for that price and it would be $1600.I said I was calling to speak with manager and declined work, told them to put everything back together. They did not connect the parts back that they took apart and just put the panels on by a few screws and left. I went next day and spoke with Mike the manager and he said it is what it is, his attitude was horrible. I went over what he and I discussed and how long I waited for them to come out and he didn't care. They did not honor the price they quoted me.

  Business Response

  Date: 10/20/2023

  This is in response to the claims put forth by ******* ******** regarding the repair of her 13-yearold ***** Spa. We had initially gone to look at her spa for freeze damage on February 25th, 2020. She had cracks in the plumbing connected to a pump in her hot tub. We took the initiative to remove the damaged pump and return it to our shop for in-house repair. This was done to facilitate a timely repair and ensure nothing further would be damaged by our winter weather. We contacted the customer at that time with the cost of repairing the pump, she chose not to have the repair done and wanted the damaged pump returned. We returned and reinstalled the damaged pump to her spa on March 21st ,2020. She was never charged for these two visits and the investigation of the pump, as a courtesy. The next time we heard from Ms. ******** was on October 8th, 2020. At this time, she requested that we repair the original pump from the previous issue. We pulled the pump from her spa on October 14th, 2020 for the repair and returned and reinstalled it on the 21st of October. At that time the spa would not hold water due to subsequent freeze damage caused by the time between February and October of 2020. On November 3rd, 2020 we investigated the leak and created an estimate for the subsequent repair. Upon being presented with the quote the customer chose not to have the repair done at thattime. So, three years later Ms. ******** contacted us to have the repair completed in June of 2023. The service technicians on the job conferred with Mike the service manager regarding where to start and were instructed to begin with the items included in the original estimate. Ms. ******** contacted the service manager to confirm the cost of the repairs listed in the original estimate and she was told if nothing additional was found we could honor the original estimate. Even though our labor rates have increased over the past three years in accordance with the inflation of our nation’s economy, for the sake of customer service we would not change the cost on this repair. On October the 17th 2023 we arrived to begin work on this spa and found new damage caused by subsequent freezing over the past several years between November 2020 and October 2023 and worked up a new quote. Ms. ******** was unhappy with the change in dollar amounts and chose again not to have the repair completed. The only change made to the initial estimate was the addition of the new damage noted on this visit. Never during this whole process was Ms. ******** misled or lied to regarding these repairs. If anything, we were too upfront about the severity of these accumulating issues with the spa. If we had been given the approval to complete these repairs back in 2020 when the estimate was given, we would not have new damage and an increasing quote to deal with, this matter would have been closed. As far as missing appointments are concerned, we do not set dates for leak repairs for this specific reason. We never know how long one job will take vs another, some take an hour, some take days. We also cannot just bill customers on any repair work if they cannot be reached the morning of service, the job is returned to the list of service jobs. Any no shows that were referenced were preceded by a call from our technicians that we received no response to. Our policy is to get paid at the time of service due to the skyrocketing costs of collections. 

  Customer Answer

  Date: 10/25/2023

  in regards to my open case ******** i had another company come out and and start working on my hot tub, the prices for the parts were marked up almost 7 x more then actual cost by Majestic the receipt that was shown for the $2300+ I never even seen before, never got a copy of. All that was said was they were going to honor quote. Why when they came out in June did they not see all the NEW needed parts? Then Mike said it may even be more, when I went and spoke with him at the store, then how do you really know how much the repair cost will be? They could just charge the customer anything for final cost? Reading the reviews and speaking with people about Majestic I know now not to deal with them ever again and will warn everyone about doing business with them. To say they will fix hot tub that next day and it takes four months and several follow up calls to finally get them out here, says something about their service to me also. You can close the case with them as I do not trust them .

• Initial Complaint

  Date:09/01/2023

  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.

  We had a new pool pump installed last year and shortly after it started leaking i called they kept saying some one would get back to us nobody ever did and it was costing to much to keep it running waiting to hear back and it was past time to close it so we did and said we'll deal with it in spring. well it was still leaking and I started calling them in May and kept being told your on the list or someone will call you back shortly it's now September and I have calle multiple times and they just keep lying to get rid of me no one ever calls back and I tries again today only to get the same lip service again and again. I do NOT want to close the pool with a leaky pump for the second year in a row and I have tried to be nice and patient however this is getting me no where and now the warrenty is expired even though I started calling when it was still on. Any help you can get for us will be greatly appreciated Thank You

  Business Response

  Date: 09/15/2023

  BBB spoke to the business and the following was relayed: We've been in continuing contact with her.  She has something wrong with her pump.  We are trying to figure out how to repair it.  We've been out to her house about 5 times since September 1st when this complaint was filed, and we are scheduled to go back out again on Monday of next week.  We will continue until we can figure out what is going on with this pump.  

  Customer Answer

  Date: 09/19/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  
  Regards, 
  
  **** *******
   

• Initial Complaint

  Date:07/10/2023

  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.

  Bought a wood gazebo on 4/22/23. Installed on 6/26/23. Several problems. Owner will not talk me.
  Refuses to fix problems.
  
  1) gazebo leaks. Rain water pours in.
  2) many cracked/ split pieces of wood.
  3) missing screws
  4) many screws put in to tight, cracking the wood. Using a drill.
  5) installers missed with many screws, cracking the wood.
  6) cracked railings, installers just sanded them down instead of replacing them . Railings do not match rest of gazebo.
  7) gazebo is not level.

  Business Response

  Date: 07/27/2023

  BBB spoke with the business owner and the following was relayed: I just emailed this guy this morning.  I've sent crews and trucks out to his 3 times already, he won't let us work when the crew gets there.  He gets aggressive and belligerent.  He calls and leaves threatening messages to my office girls.  I told him all along and I told him just this morning in the email I sent him- I want to give him ALL of his money back and take back our product.  I do not want to do business with him.  I will send a crew, truck everything needed out to his house to take the gabezzo down, take our product back and return ALL of his money.  He won't let us.  What else can I do?

  Customer Answer

  Date: 07/27/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The owner had lied in this complaint. He has never sent crews out to my house.  The owner has threatened to beat me up. The owner has refused to provide to me his certificate of insurance. The owner has no insurance. If his workers get injured on my property , there is no workman's compensation insurance to cover them. This company cannot be trusted.  I have sent them 30 emails and called them 11 times in a week. No response.  
  
  Regards, 
  
  ***** *****

• Initial Complaint

  Date:05/11/2023

  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.

  A proposal was signed on 9/28/2022 as stated by the Majestic sales rep. this was to hold my build spot. In April 2023 , I informed Majestic that I will need to cancel the pool build due to some unexpected financial matters. I was told that they will not return my down payment and that when i am ready to build they will be holding my deposit. Needless to say we are not going to build a pool in the near future and would appreciate our $4000.00 deposit returned. Up to this point Majestic has only called us to inform us that an employee has left and that someone else will be taking over the project management of the build. Other than this phone call nothing has been done by majestic, no layout , site visit, no building permit filed, etc. So, no real work has been performed.

  Business Response

  Date: 05/11/2023

  The customer ****** ***** entered into a contract with us, not a "hold the spot" date. With a contract, we purchase materials to be in ahead of time to be ready on the dig date. The materials were purchased and we are ready and able to put in the pool. We informed the customer that we can delay his installation date, but we cannot cancel the contract. She had 3 days to cancel. We have offered to work with the customer, but have instead been bombarded with Channel * News (which didn't go anywhere), a certified letter, email, rude calls and now this. We are willing to delay the install date or remove any options that were not special order to reduce the cost. The winter safety cover for $3600 has not been ordered yet, and is not necessary, they can cancel that and add a less expensive standard cover. This contract was signed 9/28/22 and all materials were ordered needed for install and to get the pool running. We would need to sell the exact same size and shape along with options to someone else to recoup the money. Our Manager Rick spoke with ****** on 3/3 and there were no issues. We emailed 3/10 requesting documents. 3/15 ******** husband emailed to let us know he's working on getting the survey. 3/17 signed affidavit for ex-employee we are suing for stealing contracts and customers. We assumed that meant they were going with the employee that we fired for lack of performing the sales job he was hired to do, so we contacted ****** on 3/30. She said she had been sick with a virus for the last few weeks, didn't want to talk about the affidavit she signed, and was told we need her survey to move forward. On 4/18, we received a call from ****** and she was very upset she was talking to an owner rather than the Assistant Manager. She wanted a refund because we never called her. I listed the dates and then she said she wanted a refund because we've called every day. We don't know what the real story is behind this request, but we fulfilled our end of the contract so far by securing the product. We will wait to hear from them as far as they next step they want to take. 

  Customer Answer

  Date: 05/23/2023

  I have reviewed the response made by Majestic Pools & Spas in reference to complaint ID ********, and have determined that this does not resolve my complaint. I am just looking to recoup my deposit so that I can take care of expenses  from my dads passing.  This company has absolutely no thought on being a transparent community service provider, rather how they can alienate part of the local population that ultimately provides them their livelihood. So, with all this said, I would sit down with Majestic and try to work out some arrangement if that's something they would like to pursue.   Regards, 
  
  ******* *****

  Business Response

  Date: 05/23/2023

  Although we are sympathetic to the loss of a family member, we still held our end of the contract signed by ****** *****. We purchased the materials needed to install the pool that they purchased last September 28th for an install of June of this year. We are willing to work with the customer by moving the installation date to a more convenient time, but prior to the end of this year's season.  

  Customer Answer

  Date: 05/24/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  It appears the Majestic did not read my response as I am no longer in the position to move forward with a pool build! Now, or before end of season or ever. As for materials purchased I would like to see exactly what they stated they purchased. It is not surprising to me to see their BBB rating as this is a perfect example of doing the right thing, which appears that this level of integrity is not even in their wheehouse. Additional rebuttal: In an effort to put an end to this situation on the return
  of the deposit for holding the date, I feel the need to try and explain the
  situation and rebuke some of the statements made by Majestic that are not
  entirely accurate and omitting multiple facts leading to the lack of
  transparency.  All of my efforts to
  address this situation (phone calls, Channel *, certified letters) continues to
  fall back on a situation Majestic is having with an ex-employee that is trying
  to start a pool building business.  It happens that my
  wife signed an affidavit document that stated their ex-employee did not
  disparage Majestic in any way and that he was representing his own brand. This
  is the crux of the issue, it appears that because she signed this document for
  the ex-Majestic employee, they are being extremely onerous in trying to come to
  some reasonable resolution to this situation. 
  The bottom line here is that we are not in the market for a pool from
  Majestic or anyone else! All of our
  conversations have been recorded and audio files are very telling of a
  different story than what Majestic is depicting. Moving forward, our
  financial situation has changed as explained to Majestic during our 4/18 phone
  call. In early March my dad was admitted to the hospital, and subsequently
  passed.  The expenses incurred were not
  anticipated and thus precipitated our desire not to move forward with a
  pool.  This is indeed the case for
  Majestic and their ex-employee's new pool building business. So, no one is
  building a pool for us! Communications and timing were not crisp on either side
  during this timeframe due to our personal situation and the follow-up from
  Majestic, or their subcontractors. Another item that
  needs to be discussed is the statement that materials were purchased, yet in an
  email on 3/10/2023 Majestic stated that “We are starting to plan for your pool
  installation in the upcoming months”, which leads me to believe that no
  materials were procured. Either way this is construed, the build of a liner
  pool, (personal knowledge as I built liner pools in my past) is very basic and
  all plumbing, pool walls, skimmers, filters, chlorinators, etc. are
  interchangeable with many, many  pool
  designs and not custom to this particular design, with the exception of the
  pool cover but as Majestic stated they have not ordered the cover. Furthermore,
  without a site survey, electrician, or even a visit to my property, I find it
  very difficult to discern how they can plan for a pool when they have no
  information on the site to plan with. So, the premise that things were still
  moving forward during this time is not very accurate. The most frustrating
  part of this situation is that I am a repeat customer who knew the grandfather
  who started the business and his son who eventually took over the business. I
  would think that Majestic would at least come to the table and discuss some
  settlement, instead of just digging their heels in. I know this response will
  rattle the chains but I feel the need to provide some of the information that
  was omitted. Regards, 
  
  ******* *****

• Initial Complaint

  Date:10/17/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Paid 2300$ or so for what I thought was going to be a quality patio set that my wife and I wanted for years, bought late last year but stored waited for May weather to open/ assemble, right out of the box 1-2 cushions had a flaw/ hole. Flipped them over and thought nothing of it. Set is on deck like it’s intended use, every sunny day more and more cushions started to, we’ll, all I can describe it as is they’ve melted!!! Got worse and worse until was unuseable! Got in touch (finally) with Cindy the owner. Why I had to deal with the owner, not a manager to make a return like any other store I don’t know. I have pictures and email proof the last I spoke with the owner was 5-6 weeks ago she asked what cushions need replaced. I said ALL of them . That’s the last I heard from them

• Initial Complaint

  Date:10/04/2022

  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.

  We purchased a hot tub from majestic at the fair. We didn’t give them our budget. We told them we want a tub with powerful jets. They brought us to a specific tub. We asked again about pressure of the jets. They assured us they were powerful. We purchased the floor model. They dropped it off. When you purchase a tub from them, they send out someone to show you how to use the tub. They tell you to fill up the tub with water before their service person comes out. Once we filled up the tub we noticed our awful the pressure is on the highest setting. It is so weak that you can see down to bottom of tub while highest jets are on. We immediately went to the store the next day. An 18yr old employee came up and we explained everything. We asked if they maybe should have shown us a tub with 2 pumps. He said he doesn’t really know anything about hot tubs. He said he would have their head service guy come out to see if anything is wrong with tub. He came out and said nothings wrong that’s just how it is. We asked for a manager to call us. He said someone would call that day. We waited until next day and no one called. We called there and they gave me a sales person who said they even if we want to spend more and get a better tub they will charge us a $1600 restocking fee since we put water in the tub it’s considered used. I said you guys told us to put water in it and how would we know how jets are until we run them. I said I want to talk to manager. They said he is on vacation and will be back in week and they will have him call first thing Monday morning. Didn’t hear all day so I called. He said same thing that now it’s used and We will lose $1600 for putting water in it. Even though it was sitting at fair for two weeks with people climbing in it. It came to us with dirt and rain water in it. They are very unprofessional. I was told 4 different times that someone would call me and no one ever would. I had to fall every time. Definitely scammed. We spent over $7k for ****

  Business Response

  Date: 10/21/2022

  This is from my Service Manager-  They bought the spa at the fair it was on display there. It was a small ****** ***. They had it delivered on 8-31-22. They had it wired and filled on 9-2-22. They came into the store on 9-3-22 to complain about the pressure and were told to let service come to see what was wrong if anything. We had their start up on 9-7-22 and could find no issue with the spa all was operating as advertised for that unit.  When they were in the store to complain they had told someone that their friends had a ****** ****** and they had great pressure. The ****** is a 2 pump unit, the *** they bought is a 1 pump unit, so this is not comparing apples to apples at all.  The day after the start up I called the customer to offer them the choice we would try and upgrade the pump to a slightly bigger unit for some more pressure or exchange the tub for the ****** for the $1500 restock fee since the spa was no longer new since they drilled in to wire it, and have used it several times. She initially agreed to try the new pump but a few minutes later she called and said her husband said no.   Their contract clearly states that they bought the Floor Model but not a used model. I told them after the restock fee they would have their $5000 to apply to the ******. That was the last I heard from them until later last week when they called to complain there was sun damage on their tub. When we called them regarding going out to look at it and take pictures she said no we just wanted it on record. To which we told her not without documentation and she said to just mark it down and hung up.  We have made several offers to this customer, all of which they declined. I have attached a pic of their signed contract which states the equipment it includes, that it is a floor model and that all sales are final after 3 days. Picking it up to exchange it would involve sending a crew of 4 guys out with truck and trailer to pick it up and back again with a different spa. It would also leave us with a used spa that had a hole cut in the panel for the electrical. Not only could we not sell the hot tub for full price, we also would lose on sending a crew of 4 out twice. A $1500 restocking fee is reasonable, but again, they refused.  I'm not sure we will be able to come to an agreement with this customer because from the conversations we have had with them, they want us to switch their tub at no charge and are placing the blame on us, when in reality they just want the features of a more expensive tub.  Cindy C****** Majestic Pools & Spas **** ******* *** ***** **
  **** ****** **** ********* ** majesticpools.com