Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Hot Tub Dealers

Galaxy Home Recreation

Complaints

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

Find a Location

Galaxy Home Recreation has 8 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.

    Customer Complaints Summary

    • 20 total complaints in the last 3 years.
    • 5 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/10/2025

      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 Galaxy install our pool in April 2024 - we were forced to prepay the entire 30k+ before they would even startcomplaint #1. The install crew worked fast, maybe too fast. Our liner was very wrinkly & puffed out in the cornerscomplaint #2. We attempted many times over a couple weeks to call customer service & couldnt get anyone on the phone or a call backcomplaint #3. No one from their company ever explained to us how to use the pool pump or any other start-up or usage of the pool. They didnt come check to make sure everything was working, nothing. We feel like they got their money & were done with us. We used the pool 1 summer. Now the liner falling down in places & is floating because they did not tell us we needed nor did they install a sump pump to drain any excess water (rain, etc) from under the poolcomplaint #4. Again, we started calling them to come look at the liner/pool because there is obviously something wrongafter 3 weeks or more of calling, they finally sent someone out. It took another 2-3 weeks before we got a quote. And the guy they sent out had a terrible attitude & made it obvious he didnt want to be here. Our pool has not been right since day 1, we do not feel like we should be paying anything, this should all be under warranty. They want to charge us $1,700 to fix their crappy installation.

      Business Response

      Date: 04/23/2025

      Thank you for bringing your concerns to our attention. We take customer satisfaction seriously and strive to deliver a positive experience for all our customers. We regret that your experience did not meet expectations and apologize for any delays or miscommunications along the way.

      While some issues arose after installation, we have remained in communication and continue to work with you toward a resolution. Our team has inspected the pool and provided a repair solution, including a cost-sharing offer and preventative recommendations to help avoid future problems.

      We value your business and remain committed to assisting you through the completion of this repair. Please dont hesitate to reach out if you have any further questions or need additional support. 
    • Initial Complaint

      Date:04/01/2025

      Type:Order 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.
      Pool was installed in September of 2023. The inground pool that was purchased from Galaxy is less than two years old and we have had multiple issues with absolutely no help from Galaxy. Just receiving communication is nearly impossible. At this time I'd like to have a copy of the original paperwork so I can try speaking with the manufacturers to see if they will since Galaxy won't help ar all.

      Business Response

      Date: 04/11/2025

      Thank you for reaching out and sharing your concerns.  Supporting our customers through their pool ownership is a huge part of what we do at Galaxy, and we apologize if we missed the **** for you.
      As soon as we became aware of the issue, we reached out to you.  We have since resolved your main concern regarding the robotic cleaner.  To ensure we can help address any other issues with your pool, we have requested photos of the pool.  While the pool warranty is only applicable for the original pool owner and is non-transferrable, please know that we are here to help and will do our best to support you moving forward. 
      If you have any further concerns or need additional assistance, please dont hesitate to reach out.
    • Initial Complaint

      Date:02/10/2025

      Type:Service or Repair Issues
      Status:
      ResolvedMore 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.
      On May 20, 2024 we spent $22,059 at Galaxy home recreation for an semi-inground pool. The pool was set to be installed December 17, 2024. The company did not show up on the date promised and after several angry phone calls, they finally agreed to come out a few days later. Over the course of the next couple days, the pool was installed, but the work was not completed. We are still waiting on $1000 top rail on the pool and a filter hole to be cut in the side of the pool. It has been almost 2 months since the company came out. Countless phone calls, and text messages have gone out to them asking when they would come complete the work. They have continued to give us dates, but then no one shows up or they send out someone with the wrong equipment. We have had to reschedule other contractors working around the pool project so many times that those contractors are starting to get frustrated with us. This delay has continued to cost us money and time. We were originally told the pool project would be done within 2 to 3 days. We are at close to 60 days for this project to be complete. I have spoken with managers, regional managers and no one seems to care that we still do not have our pool project complete. At this point I need Better Business Bureau to step in to hopefully get Galaxy's attention.

      Business Response

      Date: 02/26/2025

      We sincerely appreciate the opportunity to address this concern and are committed to ensuring a positive experience for our customers.


      We attempted to reach out to the customer by phone to assist her, but she requested that all communication be conducted via text so she could have a written record. We honored this request and sent multiple text messages, which show as delivered, but unfortunately, we have not received a response.


      Regarding the permit process, there was an unexpected delay while we worked with the city to resolve the issue. Initially, there was some confusion about the city's requirements, and we had to collaborate with them to ensure the permit was approved.


      Once the pool was installed, the customer expressed dissatisfaction with the appearance of the top rails. To address this, we promptly ordered four replacement pieces. However, during installation, we discovered that our contractor had removed all the top rails without informing us. As a result, when we arrived to install the four replacement pieces, we realized that additional parts were needed. We took immediate action to rectify the situation and returned to install a full set of new top rails. Installation has been completed. 


      We value our customers and their satisfaction, and we apologize for any frustration this situation may have caused. If there are any remaining concerns, we would be happy to discuss them further and work toward a resolution.

      Customer Answer

      Date: 02/28/2025

        I am rejecting this response because: The business's response includes several outright lies. The business did absolutely nothing to help with the permit process. The entire bulk of the responsibility was placed on my shoulders. I even have communication from the city, indicating that this business had allowed their license to lapse with the city, and I was required to call Galaxy and inform them of this so they could renew their license. This would indicate that ********************** lied and never had correspondence with the city in regards to our project. I do not appreciate lies. 
      In regards to their attempts to reach out to me, they responded, asking how they could rectify the situation AFTER they had finally finished installing the pool almost 60 days after the initial install date. And after I had reached out to the Better Business Bureau to file a complaint, only then did they act like they cared and even apologized. This particular attempt to reach out to me did not warrant a response on my behalf because the project was complete. I'm not sure how they expected me to respond to this situation. My complaint was that they had not finished the project within the agreed-upon timeline. Again, more lies. 
      I made several attempts to reach out to their install manager at the beginning of the installation process and did not receive replies to my text message. So if they really want to come at me and say that I did not respond, I can pull up previous text messages that went un-replied to from their installation manager. Again, more lies.
      As far as the top rail of the pool, the installer approached me as he was finishing the pool install in December and told me that the top rail of the pool he was given to install was used and damaged. He presumed correctly that we did not want a used and damaged top rail installed on our pool and said he would reach out to the company and alert them of the situation and they would get a new top rail ordered and installed. It took over a month of me, reaching out and asking for updates, asking for more information before the top rail was finally installed. Never once did the company reach out to explain that they were waiting on the top rail or give any indication of when the project would be complete. I was always the one to reach out and ask questions and try to find answers. 

      The way the company responded to this Better Business Bureau complaint is completely unacceptable. They have tried to paint me in a negative light and are taking zero responsibility for how poorly this company is run. The bottom line, we paid an exorbitant amount of money for a product and were told that the product would be installed within a certain timeline and were made to believe that this process would be easy and simple. However, this entire process has turned into almost a year long hellish ordeal. Our hope is that other consumers will think twice before choosing this company and use our experience as a ****** to take their business somewhere else.

      Business Response

      Date: 03/20/2025

      We sincerely regret that your experience did not meet your expectations, and we want to assure you that our intention has never been to mislead or dismiss your concerns. We understand your frustration and deeply apologize we missed the **** on the installation of your pool and the related communication.  While we recognize that we cannot change the challenges you faced, we are committed to learning from this situation and improving our processes. We appreciate your feedback and, if you are open to further discussion, we are happy to continue working toward an acceptable resolution.  

      Customer Answer

      Date: 03/24/2025

      I have reviewed the business response and accept this resolution. 
    • Initial Complaint

      Date:08/13/2024

      Type:Delivery 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.
      June 28th 2024 purchased 30ft pool from Galaxy Home Recreation and Pools. The Saleman was very polite and very helpful. I waited till 7-11 the store called and said they would be there that day to install. We had to rush to have sand delivered on the 12th so they could finish install on the 12th. Liner was installed wrong and it busted at the seam. Lost ****** gal water in yard. Ordered new liner on the 15th, took until 7-23 to install liner. Also, installed wrong. Different installer came said pool walls were not up correct and liner is wrong. Pool must be broke down and re built. Was scheduled Aug 10th for rebuild installer canceled. Pool has not be installed properly as of August *******. I don't know what to do to get them to honor there contract for installation.

      Business Response

      Date: 08/30/2024

      Thank you for bringing your concerns to our attention. We sincerely apologize for the challenges you've experienced with the installation of your pool. At Galaxy Home Recreation, we strive to provide excellent service, and we regret that we did not meet your expectations in this instance.


      We acknowledge the issues with the initial liner installation and the subsequent delays in getting the new liner installed. We understand how frustrating and inconvenient this has been for you, especially with the water loss and the multiple visits required to address these issues.


      Hopefully we have taken steps to resolve these concerns, we have successfully rebuilt your pool, and have issued a store credit to compensate for the water loss and the inconvenience caused by these issues.
      If you have any further concerns or if there is anything more we can do to ensure your satisfaction, please do not hesitate to reach out to us directly. We are committed to customer satisfaction and hope you enjoy your pool for years to come.

    • Initial Complaint

      Date:07/31/2024

      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.
      On 7/19/23 I purchased an Above Ground Pool Package from Galaxy Home Recreation which included a pool, upgraded filter and pump system, Iodizer, pool steps and a pool vacuum robot. In September of 2023, I noticed the Pool Robot had a defect and the power cable kept detaching from the control box, but it could always be connected again.On 6/5/24, the cable once again detached from the pool robot vacuum but this time, the wires were exposed. I filed a claim with the manufacturer of Catfish but never heard a response from them. I notified Galaxy of the issue with my robot, aside of another issue involving the pool steps. On 7/03/2024 I received a text message from Galaxy's customer service advising me that my vacuum robot claim had been denied without a reason for denial. Galaxy customer service advised they would find out why it got denied and then they would find a resolution for me.On 7/22/2024, Galaxy **************** once again notified me of the denial once again without a reason.At this point I feel like Galaxy Home Recreation should step up and back up the warranty of the products they sell since the manufacturers are backing out.

      Business Response

      Date: 08/15/2024

      Thank you for your patience as we continue to address your concerns. After further investigation, we received information from the manufacturer stating that the issue with your pool vacuum robot was not considered a manufacturing defect and therefore is not covered under the 1-year warranty.

      However, we understand the importance of your satisfaction, and we are committed to finding a solution for you. We would like to offer you the option of replacing or upgrading the vacuum. We have attempted to contact you on multiple occasions via phone and text message. 

      Please contact us at ************ so we can discuss the next steps and ensure that you are fully satisfied with your purchase. Thank you for being a valued customer of **********************.

    • Initial Complaint

      Date:06/20/2024

      Type:Service or Repair Issues
      Status:
      ResolvedMore 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.
      Purchase of 15 x30 above ground pool on April 14, 2023 for $15,000. Install on May 9, 2023. Pool was leaking by July 1, 2023. Contacted Galaxy and was told that it would be fixed at the beginning of the next pool season. Galaxy never contacted us by March 2024. I have contacted Galaxy via website, text, calls, and in person since March 2024. Was told by *****-Pool Operations Manager at the time, on April 23, 2024 that they would be out to change the pool liner Friday April 26, 2024. Since then, run around in circles without the liner being changed. Galaxy has sent out different people with the only result of any work is one patch of the pool on Thursday May 30, 2024. The one patch did not fix the leak due to leaking at each upright rail on the east side of the pool and the liner separated at the return. Galaxy sent out a contractor to use a leak detector device again on Wednesday June 12, 2024. Still no updates or contact from Galaxy. From being told Summer of 2023 until June 20, 2024 that Galaxy would fix the under warranty issues, nothing is resolved and the pool remains unusable and from all the water leaking out, now a mosquito haven and unable to keep the yard maintained due to lawnmower getting stuck. Not to mention the water wasted and chemicals wasted. Not to mention the filter housing is shedding fiberglass into anyone that touches it. The breakdown of the housing was told to Galaxy in March 2024. Less than 10 months being installed. A major hazard in a product that they carry and fast to sell but will not replace. I was told to spray paint the housing and use gloves, long sleeves. This is a hazard and they should replace with a product of equal cost that will not harm the consumers. I will gladly take a full refund and they can come get their non functioning pool and components. Bid farewell. All buyers beware and they are extremely happy to sell you a product but will not stand behind any of the their products.

      Business Response

      Date: 07/03/2024

      We acknowledge ********************' concerns regarding the 15 x 30 above-ground pool purchased in April 2023. We sincerely apologize for the inconvenience and the delays in addressing the issues with the pool.

      Upon investigation, Galaxy completed several service calls, including a leak detection in early June. We identified several leaks at the same height along one side of the pool, suggesting that an object (possibly a pool cleaner or toy) may have caused multiple small puncture holes over several feet. Manufacture warranty covers seam separations but not puncture holes. However, recognizing the significant delay in resolving the issue, we agreed to replace the liner and filter lid at no charge. On June 28, 2024, we removed the old liner, confirmed that the screws were taped, and installed a new liner. Additionally, we replaced the filter cover.

      We regret the distress this situation has caused and are committed to ensuring the pool is fully functional and safe for use. Please contact our customer service team if there are any further concerns.

      Customer Answer

      Date: 07/11/2024

      I have reviewed the business response and accept this resolution. 
    • Initial Complaint

      Date:06/20/2024

      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.
      First off I bought a floor model which had the exercise equipment in it during display. The sales man **************, stated it comes as it sits, including the equipment. After delivery no equipment showed up. I call **************. He told me no. The equipment does not go with it. I told him you told me it did, because it comes as it sits Then upon delivery they broke a piece of trim. They said it was order by t still have not heard from them. Ive called about the side gets not working from day one., but no call back. ************** told me theres no one higher than him. Im going to retain an attorney, after spending ****** dollars which is a large investment

      Customer Answer

      Date: 06/21/2024

      Side jets not working from day one and trim piece has not been replaced.  No answer on exercise equipment.  They Will not return my call 

      Business Response

      Date: 07/11/2024

      Thank you for bringing your concerns to our attention. We deeply apologize for the frustration and inconvenience you have experienced. We take these matters very seriously and strive to ensure our customers are satisfied with both our products and our service.

      First, we would like to address the issue regarding the exercise equipment. Our floor models do not typically include accessories or additional equipment. However, we understand there was a miscommunication regarding this matter. As a gesture of goodwill, we are ordering and shipping the exercise equipment to you at no additional cost.

      Regarding the trim piece, we apologize for the delay. The piece has been ordered and will be installed promptly upon arrival. We regret that we did not have your specific color in stock, which has contributed to the delay.

      We also understand that you experienced issues with the jets not working. We are pleased to inform you that service was completed on 7/9, and the jets are now functioning properly.

      Our Director of HR & Administration has reached out to you to personally apologize for any miscommunication and to ensure that your concerns are addressed. Once again, we apologize for any inconvenience you have experienced and appreciate your patience as we resolve these issues. If you have any further questions or concerns, please do not hesitate to contact us directly.

    • Initial Complaint

      Date:06/18/2024

      Type:Sales and Advertising Issues
      Status:
      ResolvedMore 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 patio set on Saturday, May 11th, 2024. We were told that there was a promotion going on for In Stock furniture if you purchased that day you would receive 20% off. They threw in free delivery if we paid in full that day. We went ahead with purchasing the Vinings Graphite sofa and Vinings swivel rocker chairs that day. I reviewed the sales receipt when our furniture was delivered and checked the price online, and noticed that we did not receive the discount that was advertised. I sent a text message to our in store sales rep as she gave us her cell phone number to reach out with any questions. That was on Friday, May 17th, 2024. She responded and said she would look into it. I sent her another text message on Tuesday, May 21st, 2024 when I had not heard back from her. She responded a few hours later and stated she had a family emergency and went out of town. She was going to call her boss who helped her write the order. I never heard back from her in that text, or from the store or manager that helped her with this. I then called the store on 6/07/2024 and spoke to *****. He stated that he would need to review the cameras and "send it up" for review and would need to get back with me the following week. I did not hear from him or the store that week. I tried emailing the manager and the sales email on 6/17/2024 and they would not go through. I then called the store to get the pricing on the set that I purchased to confirm how much each price was. *** answered and let me know that the swivel chairs were on sale for $1500, when they are normally $1600. He had to check on the price of the sofa.I sent a text to the chat on 6/17/2024 asking for a corporate number to call. ***** responded and asked if he could call me. I told him yes, that I was available. He responded with give me a few minutes. I waited over 30 minutes and he never called. I am owed over $600 in refund according tot he price and the promotion of 20% off when I purchased from them.

      Business Response

      Date: 07/02/2024

      We want to extend our sincerest apologies for the inconvenience and frustration you have experience throughout this process.

      Firstly, we are pleased to hear that ***** has reached out to you and that you have received a refund of $1,301.17. We appreciate your patience as we worked to resolve this issue.

      To reiterate and address your concerns. The discount and pricing issue was indeed an error that the 20%discount was not initially applied to your order for the ****** Graphite soft and ****** swivel rocker chairs. We have now corrected this mistake and processed the appropriate refund. We also acknowledge the delays in our responses and the lack of follow-up from our sales consultant and store manager were unacceptable. We are implementing stricter protocols to ensure that all customer inquiries are handled promptly and efficiently. Moving forward, we are committed to improving our communication and ensuring that all promotional information is accurate and honored. This experience has highlighted areas where we can improve, and we are taking steps to prevent similar issues in the future. Thank you bringing this to our attention and giving us the opportunity to make things right.

      We value your business and regret this experience did not meet your expectations or ours. Please accept our sincerest apologies. If you have any further questions or require additional assistance, please do not hesitate to contact us. 

      Customer Answer

      Date: 07/05/2024

      I have reviewed the business response and accept this resolution. 
    • Initial Complaint

      Date:06/05/2024

      Type:Service or Repair Issues
      Status:
      ResolvedMore 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 our above ground pool at the end of May or beginning of June 2023. It was installed the end of June 2023. After filling our pool, we noticed it was leaking and found that the liner was ripped in several spots where the walls were screwed together. The installation crew did not tape over the seams as they were supposed to. We had to drain the entire pool, wait for it to dry out underneath and then wait for the installation crew to come install a new liner. We were not credited or reimbursed the ****** we spent on water. We also noticed that all pipes and equipment parts and pieces were glued together. We questioned this, as we were concerned for future issues and being unable to take things apart to service. We were told that they decided nothing was done incorrectly. This year, the interconnector between the pump and filter failed and began leaking. It was glued together and to the threads of the pump and filter. It clearly says on the equipment hand tight only. We now have an inoperable pool. Filed a service ticket on Sunday, June 2, 2024, have left multiple messages, and have yet to get a resolution. Save yourself the time and headache and spend your money elsewhere. What you might save here, you will spend on time and headache to resolve.

      Customer Answer

      Date: 06/05/2024

      I have been contacted by a Galaxy Home Recreation Manager. No need to move forward at this time. We are hoping for a resolution tomorrow morning! Thank you

      Customer Answer

      Date: 06/06/2024

      Consumer
      Most Recent Message
      Date Sent: 6/5/2024 9:03:49 PM
      I have been contacted by a Galaxy Home Recreation Manager. No need to move forward at this time. We are hoping for a resolution tomorrow morning! Thank you

    • Initial Complaint

      Date:03/25/2024

      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.
      My husband and I purchased an unground pool 7/23/22. Construction began in March 2023. This was caous. They changed construction managers 3 times. Pool was completed. We opened our pool up for this season and our pump is not working correctly and the heater is not working at all. I called to try to schedule a service call on Tuesday March 19, 2024. I spoke with ****** from galaxy pool construction. He said he would file a service request and warranty request and call me back. I never received a call. I tried to call the main store in Broken Arrow and they stated they were unable to help me and when I tried to call back they transferred my call to an individual in the field who could not help me. I then attempted to call back and no one would answer the phone. **************** has been horrible. I would just like to have my pool working correctly.

      Business Response

      Date: 04/04/2024

      We strive to not only build beautiful pools but to ensure the experience is as seamless and smooth as possible for our customers. We usually succeed in our goal, but we are truly sorry if we missed the **** for you.  After receiving the call from you, we came out to diagnose the issue and determined it was a pump flow error related to a manufactured part.  This could be a manufacturer defect or a result of improper winterization.  We understand this can be frustrating but, as with all pools, issues can arise from time to time. We repaired the issue at no cost to you and believe your pool is back in full working order.  Weve tried to reach out to you several times to ensure the repair was successful and that you are enjoying your pool, but we have not yet heard back.  We hope that you are enjoying your pool and will continue to for the duration of pool ownership.  

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.