Complaints

This profile includes complaints for Campbell's Pool & Spa, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Campbell's Pool & Spa, Inc. has 3 locations, listed below.

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  Campbell's Pool & Spa, Inc.

  3501 Workman Rd STE H Knoxville, TN 37921-5927

  
• 

  Campbell's Pool & Spa, Inc.

  7812 Montvue Center Way Knoxville, TN 37919-5574

  
• 

  Campbell's Pool & Spa, Inc.

  756 Highway 321 N STE 102 Lenoir City, TN 37771-6506

  

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:09/30/2024

  Type:Product 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.

  I purchased a new swim spa in June 2024. The product was delivered on July 11, 2024 and 1) was not appropriately handled by the delivery team (2 men arrived to pick load a 2k lb spa, which I was required to help with to ensure minimal damage to my property), 2) was not operational at the time of delivery (the swim current was not operational), and 3) spa setup was not completed. While we have had the service team out to look at the spa, after navigating a complex and non-responsive service request process, but the repairs have not been made nearly 90-days later, and additional issues continue to arise with the unit (jet pack failure, and interior LED failure on 1/2 of the spa). As resolution, I would request 1) expedited repair, 2) an extensive review of the operation of this unit as it appears to be a lemon and may need to be refunded/returned or replaced.

  

  Business Response

  Date: 09/30/2024

  We have responded to Mr. ***** when he has contacted a servcie techinician or any other entity of the company.

  We do not have any missed calls or delays in service other than waiting on parts to arrive. The actuator  was a factory defect that was quickly repaired. The jet pack had stopped working and the customer had requested a special jetpack instead of the one that was orginally ordered. We have that on order. 

  The subcontractor that delivered the swim spa unit had no issue with the delivery. The homeowner was there to observe the delivery and provide input as he felt needed.

  Our Service Manager is in contact with the customer about the issues.

   

   

  

  Business Response

  Date: 10/01/2024

  We are trying to work this out directly. We again have not recieved any calls at 865-584-3607 ext 204 Service line. Prompt 1 except the day after delivery. 

  Also, We have a service email at ************************** to help with any issues. 

  Our Service Manager is working deligently to resolve the issue. Please give him an opportunity to respond back.  

  Thank you!

  Customer Answer

  Date: 10/01/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22354406, and find that this resolution to be sufficient for closure at this time. While it does not resolve the issue, rather indicated a promise to resolve, I will, as requested by the business, allow the maintenance manager another opportunity to resolve directly/without 3rd party facilitation. 

  
  In addition, I would recommend an internal process update that may route messages appropriately, regardless of what store extension is selected/individual contacted. I have engaged both employees and customers who hold similar beliefs regarding ineffective nature of the current voice message  to written text conversion. I have multiple call logs  and recorded conversations that would support contact attempted, contact made, and voicemails left. As for internal routing of messages, that may not have occurred as necessary to facilitate appropriate communication/resolution.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:09/12/2024

  Type:Product 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 hot tub through Campbell's in 2022. Hot tub has now been replaced 2 times due to various issues all covered under warranty. We are on our 3rd hot tub now that we got late 2023. The remote on it started having screen issues so I reached out to them multiple times but no one answers their phone. Left messages and they finally responded...via text and agreed that they would order a new remote and since it is under warranty I can just come to their office and swap it out at no charge. They said this would take 2-4 weeks. At 6 weeks I tried to reach out to them to get a status. No one ever answers the phone. So I responded back to the original text and asked for an update. 4 days in a row now I have been texting them asking for an update with no response.

  

  Business Response

  Date: 09/13/2024

  Company states they are resolving complaint with the customer.

  Customer Answer

  Date: 09/13/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22276409, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** *******

• Initial Complaint

  Date:06/11/2024

  Type:Billing 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.

  Received Invoice for $737.36 which I disputed the amount due with manager TJ Lee. Called and discussed issues with the charges and was told they would send a revised invoice with credits discussed. Repairs completed did not fix the problem and was never followed up. As well an excessive charge for a service that was not needed. I never received the revised invoice, Have made multiple phone call messages and email attempts with no response and now have been threatened with legal action.

  

  Business Response

  Date: 06/12/2024

  Thank you for your response to the attempt to collect for work performed from 9/26/23. We had not recieved any communication from Past Due invoices sent to *** ******** *****

  We have reviewed the service order and have credited the service order per your request. Attached is the amount due of $421.17.

  Thank you!

  Poolwerx

  Customer Answer

  Date: 06/12/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21828250, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:10/10/2023

  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.

  I spoke with Cambell's Pool and Spa dba PoolWerx concerning work related to our spa. The agreement was "Good afternoon, John! To recapped what we went over on the phone: I quoted the price of $130 for the buffing of the spa." The first appointment was a no show. The second appointment was a no show. The third appointment a technician arrived, rubbed something from a bottle on the spa and said he was not able to remove the scratches in the spa. This technician never attempted to remove the scratches using a buffer, in fact, he didn't even have the equipment to make the repair. We were charged for services that were never rendered.

  

  Business Response

  Date: 10/24/2023

  Upon arriving on the job , we expressed to the Ms. that we could try something but the stractches are so deep we might not be able to help. She agreed for us to try and then stop at that point because she didnt want to put in additional monies into the repair. The customer signed the service order and paid the dignostic for the call.

  We called Mr. **** to let him know that we could try to buff the tub and access for free. We needed to look at it first because of clear coat. We let him know we would look in the schedule for a day. That was on Thrusday 13th. We called the next day and he didnt not want us to come by. 

  Told him we would call early the next week for another date that might work. Called Tues at 12:30 on the 17th.  If it was ok we would be there friday, if not pleas call back.

  Customer never returned called. Both ** and **** ( Scheuduler) tired to all and no answer.

  AT 11am ** called to see if he could head that way, the customer answered and he and his wife was on 3 way call and said unacceptable. You cant show up unannouced. ** told him all the calls and voicemails with times.  He proceeded to call us a liar and hung the phone up on **. We send him a text pic of the call and time long. We ask him to check his vm and call back , no response. He called the Lenoir  City store and cussed the Store Manager saying we were beligerent. 

  We have done all we can for the customer and the work perforned was approved and paid for by the wife. 

  

  Business Response

  Date: 10/26/2023

  Attached are all the messages trying to get an appt scheduled. As previous stated we got approved for what we did . The ticket was signed and was completed for first visit. The refund for the customer will be completed on Friday as we had stated. 

  Customer Answer

  Date: 10/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the attachment is ** the individual that, as stated, would call and state he was on his way without making an appointment. It was ** that would state he would call back and make an appointment but never did. This attachment corroborates my statement (shows a call placed) that this business is not truthful and charges for services never rendered. It was management the stated a refund would be mailed but lied since no refund has been received so apparently the refund was never processed the same as staff lying about making a prior appointment. Again, this business cannot be trusted.
  
  
  
  Sincerely,
  
  
  
  **** ****