Reviews

This profile includes reviews for Crystal Pools, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Crystal Pools, Inc.

  4175 Roundtop Rd Elizabethtown, PA 17022-9053

  
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  Crystal Pools, Inc.

  6421 Carlisle Pike Mechanicsburg, PA 17050-2385

  
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  Crystal Pools, Inc.

  1272 Manheim Pike Lancaster, PA 17601-3144

  

Review Details

• Review fromLiz N

  Date: 06/17/2025

  1 star
  ****************** is horrible! Charged $170 and never fixed the pool. When inquired about the bill, the service manager treated me like a dumb child and did nothing to fix the issue with the pool! They are very expensive! A service call base price of $170 is ridiculous when nothing is done. Even the $350 for openings or closings is too expensive for what they do. Store items are more than double what they cost across the street in ********* at a rival pool company. I do not recommend crystal pools for anything. The large amount of negative reviews speaks for itself. Go elsewhere.

• Review fromIris K.

  Date: 08/03/2023

  1 star
  The WORST service department. We received our swim spa in December of 2022. We noticed that our swim spa was leaking around the middle of June 2023. We immediately called the service dept. to let them know what the problem was. A week later they sent out a couple of guys to look at it. One guy told me there was a crack in the panel where the filters sit. We needed that part replaced. That it would take 7-10 business days to get the part in. I hadn't heard from the service dept. for more than 2 weeks later. In the interim, I called them twice about the part. This statement was made to me by another woman there in Customer Service; "There is no one in the parts office at this time. Their files were locked away, there was no one else I could talk to about the parts needed". On the 5th of July, parts dept. returned my call. She said the part wasn't in yet. Called again around the middle of July. Still no part. (WE had to keep calling to find out what was going on) We called again Aug.1st. They said they received the part and someone would be out Aug. 3rd to replace the part. They arrived in the am and replaced the part we needed. I thought we were done. NOT! Their guys told us that they could not finish their job with us because they had other jobs to finish elsewhere. AND, that we needed another part to totally finish the job they started with our swim spa. Now I have to call again to find out when the other part that we need to finish our swim spa will be in. And when they expect to be back out. Because of the poor, unorganized planning of the Crystal Pools Service Dept., we have to wait a week to use our $18,000.00 spa that we just received. The Service Dept. should have known that another part had to accompany the initial part needed. I think it's ridiculous to have guys come out just to provide half the service on our swim spa because they have to go to another job to finish someone else's service. Cheap labor brings cheap results.

• Review fromJohn H

  Date: 04/11/2023

  1 star
  We have a 20x40 Crystal Inground pool. For the 1st time since we are near retirement, we decided to have them open our pool. We were told the mesh cover would be cleaned. Nope. Didn't do it. I called them no we don't clean that mesh cover?? Didn't clean the pool. Algae is in skimmer and sides of pool. Still there. Didn't replace a bulb in our pool light because the water was not clear. Asked how much to come back and replace the bulb. $165.00!!!! Yes $165.00. This company is scamming people. I HIGHLY DO NOT RECOMMEND THIS COMPANY!!! Cost to take cover off and shock it!!!! $450.00!!!!!! UNBELIEVABLE.

• Review fromAngela R

  Date: 09/30/2022

  1 star

  Angela R

  Date: 09/30/2022

  We purchased a hot tub from Crystal Pools and after 5 years the heater stopped working. When I called to have someone come to my home I was told that they would have the part covered because the warranty had just expired. I didn’t ask about this , they offered this. The service technician came to my home and told me the exact same thing prior to replacing the part. I believe they did this so I wouldn’t check with other companies on the repair. Then they sent me a bill for parts and labor, much more expensive than other companies charge. I called, emailed and now they are sorry for the confusion. Stay away from this company they are not trust worthy!

  Crystal Pools, Inc.

  Date: 10/04/2022

  Customer purchased a hot tub from our company and it was delivered on 3/9/2017. This tub carries a manufacturer's warranty of 5 years from the date of delivery, therefore putting their tub out of warranty (per the manufacturer, NOT Crystal Pools) on 3/9/2022. Customer called into our store on 4/19/22 stating her hot tub was leaking. A spa technician was out on 4/29/22 and diagnosed the leak at the light lens and heater. The light lens was replaced, but the heater was not replaced as it was on a backordered status due to enduring COVID-19 supply chain delays. An invoice was generated on 5/3/22 charging the customer for the light lens, a service call, and sales tax. This invoice notated that the hot tub still needed the heater replaced and explained once the heater arrived at our store, a technician would be out to replace. Customer was informed via this note that they would then receive an invoice for the heater and time on the job, but not additional service call charge. Customer paid for this invoice in full on 5/16/22. Heater arrived and our technician was out to replace on 7/26/22. Invoice was generated on 7/26/22 and customer was charged for heater, time on job, newly implemented fuel surcharge, and sales tax as they were informed they would be on the paid 5/3/22 invoice. Customer did not pay the invoice from 7/26/22. On 8/30/22 customer was charged a $9.14 finance charge. Payment still was not made, so a courtesy call was made on 9/16/22 which resulted in a voicemail message being left informing the customer of their past due account and again asking for payment. Customer called into the store on 9/27/22 questioning why they were being charged for the heater. Email correspondence was sent on 9/27/22 to customer with attachments of the paid invoice from 5/3/22 indicating the note that the customer would be charged for the heater upon a return trip once the heater arrived at our store, and the outstanding invoice from 7/26/22 for the installation of the heater. This email also waived the $9.14 finance charge as a courtesy to the customer. On 9/30/22 customer asked for the phone number of the hot tub manufacturer, which was emailed to them without hesitation. Customer was re-informed the 5-year warranty period of her hot tub ended on 3/9/22 and any coverage of warranty work outside of the manufacturer's warranty period is strictly decided upon by the manufacturer, not Crystal Pools.