Complaints

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

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  Southern Pools and Spas

  5136 Lee Hwy Bristol, VA 24202-4345

  
• 

  Southern Pools and Spas

  155 E Mountcastle Dr Johnson City, TN 37601-2523

• 

  Southern Pools and Spas

  2415 N Davy Crockett Pkwy Morristown, TN 37814-6099

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  Southern Pools and Spas

  1880 N Eastman Rd Kingsport, TN 37664-2391

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:11/08/2024

  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 paid over $800 to have our pool closed. Within two weeks the new pool cover fell in as it had been installed with the track torn. Additionally, the track on the cover is too small. The service rep (******) told us that we would have to pay $50 to have them come to our house and have it fixed again even though she admitted that the covers they ordered were not fitting properly because they were using a new company to buy covers from.

  

  Business Response

  Date: 11/09/2024

  Thank you for your feedback. We are committed to ensuring that our customers are satisfied, so we would like to clarify a few points.After reviewing the recorded phone conversation between you and our pool service manager, we can confirm that at no time was it stated that we were using a new supplier for pool covers. We have attached the phone conversation. The cover installed is designed to fit your pool, and while it’s not uncommon for covers like these to occasionally slip out of the track, it’s generally a straightforward fix.We have offered a refund for the cover, which is outside our usual policy, provided it is returned to us. We understand that you requested a $50 trip fee for returning the cover, but per our contract, this fee applies only to service visits we conduct. Like any return process, customers are responsible for bringing the item back if they wish to proceed with a refund.Thank you for allowing us the opportunity to clarify, and please let us know if there is anything further we can do to assist.

• Initial Complaint

  Date:08/05/2024

  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 have had constant leaks The owner finally came out and told us 3 weeks ago he would come back and put a part on we have not seen or heard from this company We reached out yesterday because we came back from vacation with our pool about to over flow on one side due to the pool sinking into the ground and about to collapse. We reached out to be told we needed to drain it to help solve the issue... The lady has is new and will tell you she has only worked with them a few months. They will text and just tell you things to brush the issues off... It's beyond irritating when we are trying to get help and get our pool that's not even worked right since they installed it

  

  Business Response

  Date: 08/12/2024

  We are actively working with the husband to resolve these issues. The owner fixed your leak when he was last at your house and based on the conversation our pool service manager had with your husband he was ok with the recommendations. Unfortunately the customer messages us outside of business hours and does not allow ample time for us to address the issues before coming to BBB and writing a review. 

  Customer Answer

  Date: 08/14/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The owner did come out like I said- he temporarily fixed our issues said he would bring a brand new drain plug back after one came in... As I said before, no one has showed or reached back out about that situation and it's been longer than 3 weeks.. We have reached out after hours and during hours and the issues we are having are brushed off.. We were told last week since our pool is now sinking (3 inches or more actually) on the right side and this side of the pool you can lift out of the ground. The water is uneven and all to one side and we were told to drain the water more when he reached out during hours on Monday the 5th.. I don't think draining our pool will fix the uneven side? The cartridge housing is still leaking when we clean the pool, etc. We are having to drain it 2/3x and put it back together multiple times before it stops.. We are wanting our pool fixed right so we can do a porch and actually use it and be happy with it.. We are reaching out to get help on what needs to be done and when it's going to be done so we don't have to worry that we spent all this money on a pool that isn't going to last our family. We shouldn't have to go elsewhere to get help. Thanks!!  Regards, ****** ******* 

  

  Business Response

  Date: 08/14/2024

  Again, after speaking to your husband August 5th he did not make us aware that he was unhappy with our suggestion. I have attached a screenshot of that conversation. My pool service manager has now called your husband (8/14/2024) and we will be out to your pool tomorrow. Thank you for your patience while we work on a solution.

  Customer Answer

  Date: 10/04/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This is the SECOND time I've had to come Through you all this way due to this company lying to us through phone calls/text. The last time they did not want to fix our pool which was leaking and leaning to one side, etc. Then finally agreed to fix it and replace the liner... They have came out and now saying they did not say such a thing and want us to pay 900 and more for a liner.. They have called us liars, made lies up about my husband calling their employees names when all they have done is text back and forth... We have called them and text the last 24 hours and no one will return calls or text... They know they made a mistake and now don't want to give a new one... You can not replace a leaking liner with a patch... Especially a new pool that has just been placed in our back yard in July... This company has been nothing but problems and liars to not just us but fellow neighbors... We would all like to contact this place and get our issues fixed... This clearly isn't working... They need to be shut down.. Our lawyer has already said you can't treat people this way and go around and around with them and then say you don't say stuff.******* Called ******* spoke to him over the phone wanted a picture of our liner to insure we had to same one for when they came out to reinstall the pool.  He sent pictures directly to her after the conversation because we did not want any other liner besides the one we already had and acted like she understood everything but it's been brought to our attention that ****** has not been working with this company very long and makes deals with customers that the company actually doesn't do, etc... So there has been lots of miscommunication since we have put the down payment on the pool with her.  Regards, ****** *******

  

  Business Response

  Date: 10/04/2024

  We take pride in providing clear communication and fair service to all our customers, which is why we’re disappointed to see this feedback. We’d like to address the key points raised and clarify the situation.Leaning Pool Repair: We never refused to fix the pool. Initially, we assessed that the leaning issue wouldn’t pose an immediate concern. However, upon further review, we are addressing it, and we are doing so free of charge.Liner Replacement: At no point did we promise to replace the liner at no cost. The only charge is for the replacement of the liner that was cut, which is not covered under warranty. Per our contract, liners are only replaced free of charge if there is seam separation or a manufacturing defect—any other issues, such as holes, are typically patched.Accusations of Lying: We have never called you or your husband liars, and we take these allegations seriously. We strive to maintain professional and respectful communication with all our customers.Inappropriate Comments: Contrary to your statement, we have documentation of a conversation in which your husband referred to our employee, ******, using defamatory language. While we understand frustrations can arise, we always aim to keep interactions respectful.Communication: We have responded to every call and text within a reasonable timeframe, including calls over the last 24 hours. We are dedicated to maintaining open lines of communication and working with you to resolve your concerns.Neighbor Issues: You mentioned that your neighbors are also having issues with us, but we have no record of complaints from any of your neighbors, including ****** *****, who has only requested one service visit and has not reported any further concerns to pool service.Miscommunication: We understand there may have been some confusion in conversations, especially regarding the liner. ****** asked for pictures of the liner leak, which is standard practice, to assess the situation properly.Lastly, we want to reiterate that we are actively working to fix your pool, and the only cost involved is for the liner replacement, which was discussed and initially agreed upon with your husband. We are committed to resolving this matter as efficiently as possible and would appreciate a constructive dialogue moving forward.We appreciate your understanding and are ready to assist in completing the necessary repairs.

  Customer Answer

  Date: 10/07/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The company has already came out once and reported the pool was leaking on the side and agreed to get a new liner and fix the pool since it's coming up on one side- it's barley holding up. ****** even called and wanted the picture of the liner we had because we wanted the exact one. She was all for everything on the phone until they came out said we are not getting a new liner and they "never said such thing"  my husband never agreed to buy a liner He said he wasn't able to that day when they sent the link and we wouldn't buy anything else from this company if we had to.. He said he found one cheaper online and it was the same exact thing.. We agreed to come speak to the owners in store and bring everyone and everyone and everything with us and of course they never got back to us on a "time"  ****** said she would let us know and that she had been to job sites..  My husband not once called her name.. The workers who have came out multiple times have told us they don't know why she is in control of what she is because she doesn't know what she is doing.. Which is why she said we would get a new liner and then all of a sudden they want to "patch the leak" on a new pool? hahah  No ****** hasn't complained because he knows exactly how the company is when they came out and decided to hire someone else to fix the pool next pool season.    Regards, ****** ******* 

• Initial Complaint

  Date:06/24/2024

  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.

  Purchase hot tub in January 2022. Was advised 3 year warranty. Had water issues with cover, along with the arm to assist raising cover. Service tech came out to repair arm and ignored my concern. After 2 years no resolution to fix problem. Contacted another company tans they advised the cover was defected with no slant for water to run off. I then have been told it’s out of warranty. This is neglect and should of been corrected at time of purchase. It’s now costing me over 650.00 to purchase a new cover. The owner Corey Singleton and staff has been rude and unprofessional. In my efforts to get the contact information for Southern Spa Company the number is disconnected.

  

  Business Response

  Date: 06/25/2024

  In June 2022, our service technician addressed an issue with the cover arm, but no records of the customer's concerns about water issues with the cover at that time. The customer later reached out regarding the cover, and we clarified that the warranty does not include the cover. To assist the customer, we offered a new cover at our cost price of $300, a significant discount. The customer also contacted the manufacturer, who offered a replacement cover with a $650 shipping charge.We regret any perceived rudeness or unprofessional behavior during our communications and apologize if the customer felt this way. However, it is important to note that based on comments made on the customer’s public ******** profile, any response that did not align with the customer's expectations was perceived as a personal attack. For example, our service manager mistyped the customer’s email address, which led to a communication error. The customer stated, "well the email is wrong. So she didn’t get it correct is the reason I didn’t get it. I gave it to her twice. Another lack of efficiency in service." Our response to this was, "maybe a simple mistake that you take as a personal attack." Additionally, the customer called all three of our locations and expressed his frustration to multiple staff members in a manner that was difficult for our team. We feel we made a fair offer and regret the ongoing issues Mr. ***** is having.

• Initial Complaint

  Date:06/20/2024

  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.

  Ordered hot tub in april. Told 4-6 weeks production. ******** installed June 10th. When tub arrived the color was completely off. Have reached out to southern pools and spas over a week ago and can not get a response on how we will fix this. I did verify color I wanted in store as directed by catalog. What I recieved is way off from advertised and displayed.

  

  Business Response

  Date: 06/21/2024

  We sincerely apologize for the inconvenience and disappointment you experienced with the color of your new hot tub. We want to clarify a few points to provide a better understanding of the situation:Ordering and Delivery: You placed your order on April 13th for the Tuscan Sun Acrylic and Java Cabinet Flash and were informed that the production and delivery time would be 4-6 weeks. Your hot tub was delivered on June 10th, with our receiving it on June 7th, which is within the promised timeframe.Color Variations: As indicated in the manufacturer's catalog and on their website, colors may vary. We do not manufacture the hot tubs and rely on the manufacturer for the product's specifications and appearance. We have shared the pictures of your hot tub with the manufacturer and provided you with their contact number to address your concerns directly.We would like to provide additional context with the attached images to support our position:The first image is the Caldera Marino Tuscan Sun hot tub that was on the showroom floor when you made your purchase.The second image is a screenshot from the manufacturer’s website showing the *** ****** Flash Tuscan Sun model.The third image is the actual hot tub you received.These images demonstrate the inherent variations in the Tuscan Sun color pattern across different models and production batches. This variability is explicitly noted by the manufacturer.We are genuinely sorry if there was a delay in responding to your initial complaint. We aim to address all customer inquiries promptly and effectively. Please be assured that we are committed to resolving this issue. We are still working with the manufacturer to find a suitable solution.Thank you for your understanding and patience.

  Customer Answer

  Date: 06/21/2024

  It was 8 weeks and 2 day. Not within 4-6 weeks but not my big issue. Photo 1 and 2 have dark brown with marble. Mine is gray with marble. I did what was told and verify color in store. Still not what i recieved very different. Was told on June 11th you all were reaching out to manufacturer and haven't heard back since.  ******** ***** 

  

  Business Response

  Date: 06/25/2024

  Hi ********, again the manufacturing of the tub is not in our hands. We placed your order as indicated and the spa we received is what *** ******* sent us. We have attached communication with the manufacture in regards to your  tubThanks.

  Customer Answer

  Date: 06/25/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Im not happy about the response, let's hope they can atleast fix the defects that I have reached out to your service manager about. There is Scratches and chips in tub and a bad spot on the exterior. Regards, ******** *****

  

  Business Response

  Date: 07/03/2024

  Hi ********,As mentioned in the last correspondence from the spa service, the cabinet strip and panel have been ordered, and we will address the defects when we come out to replace those items. The strip has arrived, but we are still waiting on the panel, which we expect to receive next week.Attached is the order form for the panel to confirm that it has been ordered. I have also included the communication from the manufacturer that was previously shared with you.I apologize for any inconvenience this may have caused and appreciate your patience.

  Customer Answer

  Date: 07/08/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******** *****

• Initial Complaint

  Date:06/14/2024

  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 purchase an above ground pool for 7136.00 from Southern Pools and Spas. This was on April 27, 2024. And we put down the deposit and I plainly ask if someone was going to come and do a site check. I was told just send some pictures which I did. Paid pool in full on the May 28, 2024 before they said they would come and put pool in. So on June 4 the workers came and the first thing he said did someone sight check this. I replied no sir but I asked them to. He then did the measurements and said there is no way this pool will work its to steep. He even got his boss who said the same thing. Then a week later they sent **** the main guy and he was sure they were right. So I contacted ***** who is the store manager. He said they were keeping 1500.00 for restocking fee. Even though he agreed they should return all our money the owners said no! This is very unfair as this fault falls on them. They had way over a month if they had questions on our land but no one did. This is very bad business and they should not be able to keep our money because of their neglect to do a job right. They said it was a restocking charge but they never even got the pool to our house! Please help us. It took 3 years to save for this. Thank you!

  

  Business Response

  Date: 06/14/2024

  Thank you for reaching out to express your concerns. We sincerely apologize for any frustration and inconvenience you have experienced.We understand your disappointment regarding the site check and the subsequent inability to install your pool due to the steepness of your property. While we did request photos to assess the site, it seems that a physical inspection would have been more appropriate in this case, and we regret that this step was not taken initially.To clarify, you signed a contract and paid a deposit before sending the photos. The contract you signed specifies our policies, including the non-refundable deposit and the 20% restocking fee (Section F). These policies are in place to cover the costs associated with processing, handling, and restocking items when an order is canceled. We always strive to ensure our customers are aware of these terms before finalizing any purchase.When our technicians arrived on June 4 to install the pool, they found that the steepness of your land made installation unfeasible. This included the equipment, pool kit, and labor that were all present at your property. Despite these challenges, we offered a solution involving the construction of a retaining wall, but this option was declined, and you chose to cancel the pool order.Although the contract clearly states that the deposit is non-refundable, we made an exception and refunded your deposit. However, the $1500 restocking fee was applied to cover the logistical and administrative costs incurred due to the cancellation.As a locally owned company, we value each of our customers and aim to uphold our agreements. Just as our customers expect us to honor our commitments, we also rely on our customers to honor theirs.We are still willing to work with you to find a solution, whether it's revisiting the retaining wall option or exploring alternative pool setups that might work better for your property.Again, we apologize for any distress this situation has caused. 

  Customer Answer

  Date: 06/18/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I sent them pictures after we paid the deposit. I asked the manager if they needed to inspect the area and he told me no, that they just needed the pictures. The manager also told me this was not a special order, it is a pool that they always keep in stock. Regards, ****** ********* 

  

  Business Response

  Date: 06/21/2024

  Thank you for providing additional information regarding your experience. As you mentioned, you sent the pictures after paying the deposit and signing the contract, and ***** advised that this would be sufficient for the assessment. We understand your position that this was not a special order and that the pool is a regular stock item. However, our restocking fee policy is designed to cover various costs associated with order processing, handling, and restocking, irrespective of the order's nature.We want to emphasize that our intention was never to inconvenience you. The decision to apply the restocking fee was made based on our established policies, which are in place to ensure fairness and consistency for all customers. We also refunded your deposit, which was an exception to our standard non-refundable policy, to acknowledge the circumstances. Once again, we apologize for any distress this situation has caused and are still open to exploring options that might work for your property, including revisiting the idea of a retaining wall.

  Customer Answer

  Date: 08/07/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** *********

• Initial Complaint

  Date:05/22/2024

  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.

  purchase pool 3 years ago installer **** **** was incompetent and unprofessional had to old gaskets from old pool to repair. the all hoses had pin holes inhaled to replace ,last season hat to replace complete filter body because of crack in had to pay install fee ,And this year the liner had six holes due to installer using abrasive sand ann not tapping screws at seam ,1,500 out of my pocket and supposed to have 25 year warrenty

  

  Business Response

  Date: 05/23/2024

  Thank you for your feedback. We’re sorry to hear about the issues you've encountered with your pool.We would like to clarify that **** ****, who installed your pool, is a subcontractor. He has installed numerous pools without any prior issues reported.Regarding the liner, it has a manufacturer’s warranty that specifically covers seam separation and manufacturing defects. Damage caused by external factors or improper maintenance, such as holes, is not covered under this warranty.We regret any inconvenience you have experienced, but please note that installation and subsequent issues related to the subcontractor should be addressed with the subcontractor.

  Customer Answer

  Date: 05/23/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. who hired the sub contractor? Regards, ******* ******** 

  

  Business Response

  Date: 05/24/2024

  We understand your frustration regarding the issues with your pool liner. However, it is important to reiterate the terms and conditions that were clearly outlined and agreed upon in the "Consent of Understanding and Waiver of Liability" form, which you signed at the time of purchase. I have attached your signed agreement for you. The relevant points include:SPS is not the installer of your pool. As stated in the contract, "A subcontractor will be hired by the customer or completed as a 'DIY'/Do it yourself project. Installation (dig and setup) is paid directly to the contractor and not to Southern Pools and Spas."Responsibility for Installation Issues: The contract explicitly mentions that "SPS is not responsible for any damage done to the pool during installation by installers or the customer." Any issues arising during or after installation, including the condition of the liner (except for seam separation), must be addressed with the installer directly.Liability Waiver: You acknowledged that "SPS shall have no responsibility or liability for any damage caused to the interior or exterior of the home (including yard) during the delivery and setup of a pool" and that any installation-related issues should be discussed with the installer.While we acknowledge that there is only one subcontractor available in your area and we facilitated this connection for your convenience, the subcontractor is an independent entity. The choice to proceed with this installer and the payment arrangements were directly managed by you, the customer, as per the contract's terms.We regret that you have had a negative experience, and we recommend contacting the installer directly to address your concerns about the pool liner.

  Customer Answer

  Date: 05/24/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. you all are a bunch of crooks and I will never spend a penny with southern pools and spas!!!! You hired the installer he messed up and you need to stand by it great customer service!! Regards, ******* ******** 

• Initial Complaint

  Date:04/04/2024

  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.

  we bought a stealth pool from these people and paid an extra 8,000 to have this pool placed fully in ground which they did not do they did install the pool but it is an above ground pool and they have lied about absolutely everything we financed the pool through a credit card company it was paid in full the day of install, we filed a dispute with the credit card company because the pool was not installed inground and southern pools credited back 250.00 to that account that is no one near what we paid for the fully inground install all we want is our 8,000 back that is rightfully ours

  

  Business Response

  Date: 04/05/2024

  As previously stated, our sales team tried to set the expectations but the ***** family felt they could dictate how we run our installs. A site check was scheduled and they canceled. When it came time for install they decided they wanted the pool fully in ground. Our install team advised that semi in ground was their best option due to the lay of their land. The ***** family refused and said they did not want the pool if it could not be fully in ground. They told us to dig the pool and set it as it was. What you see exposed is due to the need to backfill with gravel since the ***** family wants to do concrete around the pool. Even after threats the install crew did over 10 hours of digging, which more than what we would normally do at that price, and back fill. We did an extra $3,000 worth of work without any additional charges. The dispute was sent through ***** ***** and ***** ***** stated we did everything correctly and decide upon the amount that was issued. Please see attached pictures of the inground pool.

  Customer Answer

  Date: 04/07/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards,    We paid another contractor to come out and do the fill dirt around the pool this company done nothing but told half truths in their  response  ****** ***** 

• Initial Complaint

  Date:10/10/2023

  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.

  I purchased a new hot tub from their ******* ****, ********* location at the beginning of April where I met with the owner who sold me the hot tub. The hot tub was delivered around April 20 and the final connection to electrical was supposed to be done on delivery. When I arrived home, the hot tub was not hooked up to the electricity. The panel on the front of the hot tub was busted and broken. I had to pay another company to come out and hook up the hot tub for the final connection and then after filling up the hot tub the Jets and the lights on the hot tub did not work. I spent four hours removing all panels on the hot tub to notice that my wires for the lights were cut in half and the ball valves were closed for the Jets. I called and spoke with Southern pools and spas. Never could get anyone out to fix the issues. It is now October and my jets still do not work properly and the hot tub panel is still busted and not replaced. I have spoke to the location multiple times over the phone and in person they scheduled someone to come out I spent all day at home, waiting for them to show up no one ever showed up and was not contacted to reschedule, I spoke with the location the next day, and they informed the owner and the managers and I told them I would like to speak with someone and all I received was a text message apologizing. I’ve asked to speak with the owner and have still not received any kind of contact date to fix my hot tub. my lights were finally fixed the end of September. But still waiting for my hot tub to be working correctly after six months.

  

  Business Response

  Date: 01/05/2024

  Dear *****We appreciate you bringing your concerns to our attention, and we sincerely apologize for any inconvenience you've experienced with your spa purchase. We understand the frustration you've encountered, and we are committed to resolving these issues promptly.Firstly, we want to clarify the terms and conditions outlined in the agreement you signed upon purchase. We acknowledge your responsibility for the electrical wiring, site preparation, and water supply. However, we regret any confusion regarding the delivery process and the condition of the spa upon arrival.Regarding the broken panel, our records and pictures from the delivery date show that the panels were intact. We understand that you had to remove them to address the wiring issues, and we apologize if this led to any misunderstandings. We also appreciate your efforts in resolving some of the problems independently.Concerning the lights and jets, we are grateful for your patience during the delay in receiving the necessary parts. We recognize the challenges faced due to manufacturing and shipping delays, and we're committed to making things right for you. Our spa service manager, *******, has provided an update on the recent service visits and the identified issues with the wiring harness and diverter, which have now been addressed.We also want to express our gratitude for your continued use of our free water testing service in-store. We value your trust in our services, and we are dedicated to ensuring a positive experience for all aspects of your spa ownership.Moving forward, we are dedicated to ensuring the functionality of your spa. We are also reviewing our communication and service procedures to prevent similar situations in the future.Thank you for your understanding, and we look forward to resolving this matter to your satisfaction.

• Initial Complaint

  Date:06/30/2023

  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.

  On June 22nd, Southern Pools and Spas installed a 30 foot round pool in my backyard, the day of install it was to muddy to use the skid steer to put my yard back to the way they found it. They destroyed my yard with the skid steer, they said they would come back when it was dry which was fine. The next day my pool liner separated at the seams after my pool was full causing 25,000 gallons of water to go in my yard. They come back out 3 days later and install a different liner than the kind we originally paid for. Their lead tech would not listen to me and did what he wanted anyway. He destroyed 3 termites stations. I called the water company and they said the loss water would cost $270.00. I tell The owner we want reimbursed and he says that if the manufacturer covers the liner then they will give us a store credit but if not that we have to pay our own water bill so they are not taken responsibility for their product. They left trash all over my yard and didn’t fix my yard back like we paid for so we have to spend more money to pay someone else.

  

  Business Response

  Date: 07/19/2023

  It's disappointing to see this relationship sour. Attached is a review left by the ********. The ******** were great to work with at the start and even during install. When the septic was hit at the initial install ***** did take ownership on that part and due to that mishap we had to move the pool to another location. The additional payment was to reinstall, not fix the yard. This agreement of payment can be found on section C of the install contract attached. Once the pool was up and going the ******** visited the store on 6/24 to purchase chemicals. The owner Cory was in the store and no problems were expressed. Later that evening the ******** notified us of a leak. By Sunday it was evident that the leak was significant. A response was given both Saturday and Sunday via our texting app (pictures attached). We were at the property Monday, 6/26, and found a manufacture defect in the liner. The liner was replaced that day at no charge of labor or cost of liner. This cost could be up to $1500.  In section N of the pool install contract it is noted that we are not responsible for any water loss or chemical expense. Since this was a manufacture defect and something out of our hands, we were willing to provide a store credit once the manufacture warrantied the liner. However, this is when the patience was thinned. Mrs. ****** sent a direct text to the owner, Cory, stating we would be paying the water bill and that she was now very unhappy with the customer service we have provided. Our responses have been immediate, with exception of the warranty communication. Unfortunately we are at the mercy of the manufacture and we have passed along all information that we have been provided.

• Initial Complaint

  Date:01/25/2023

  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.

  This is my third hot tub from them, Cory, the owner, I have dealt with for years never had any problems. When I bought my last hot tub, I’ve had nothing but problems out of it. They promise to send service call people out there and they sent unqualified techs out . One guy said he didn’t even know what he was doing one!! When they do come out all they do is put new screws in it within weeks, It pops back open. The quality and workmanship of these new tubs that he is installing is subpar. Texted him numerous times I’ll get the same thing we have a new service manager new techs. Your problem will be fixed. Been over a year and still not fixed so it’s time to start please beware of this company there’s other quality companies out there that have better service departments.

  

  Business Response

  Date: 02/22/2023

  All service techs that have attended ****** issues are trained techs that have been with us for years. It was never brought to our attention until this complaint that any tech had ever said they did not know what they were doing. ***** has been quick to make threats when requesting service and we feel as though we have been prompt in response, as well as sending a tech out. We have sold many spas like ***** has purchased and have not had any of these issues with other customers.  At what point does the owner of the spa take responsibility? We are happy to provide service and help with any issues but do not take kindly to threats and feel as though our efforts have been mistreated. The tub is still in working order.  The issue has been his panels coming off and again this is an isolated issue.

  Customer Answer

  Date: 02/22/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.*******, our spa service manager will help ya out tomorrow.I never made threats!!! I have all the messages so try something else!!!*** *** ***** **** **Southern Pools And SpasHey ***** it is ******* with SPS, I will have someone out ************ *** ***** **** **Southern Pools And Spas*****, I apologize for the delay. I have sent this to service. We had a change of hands for service and are playing catch up. Feel free to call *** *** **** and click for service and ******* will be happy to help*******, our spa service manager will help ya out tomorrow.*** *** ***** **** **Southern Pools And SpasHey ***** it is ******* with SPS, I will have someone out ********.Still no one has been out!!!!! Regards, ***** ****** 

  

  Business Response

  Date: 03/17/2023

  After several threats of defamtion we have ordered and offered to replace all panels on ***** ******** tub. He advised us to contact his lawyer, so we are unsure how to moved forward. Attached is ******* last commuinication as well as pictures of the tubs issues.

  

  Business Response

  Date: 03/23/2023

  We have made several attempts to reach his attorney and left 3 voicemails with no return calls.  We have ordered the panels and they are in, we are just awaiting a call back from his attorney so that we can get the panels replaced.