INDIANA POOLS & SPAS

Buyer beware! Indiana Pools and Spas combines technical incompetence with a stunning lack of professionalism. Frankly, I am baffled that this place is still in business. A couple of months ago, I called Indiana Pools and Spas to ask for help with my 2009 Great Lakes Sunlighter hot tub that had worked reliably for years but was now exhibiting water temperature irregularities. Brad came out, ran a couple of tests, told me he couldn’t find anything wrong with the hot tub, and left, asking me to keep them updated on the situation. About a week later, I received a bill in the mail for $139 (“technical service call”). I called them, paid the bill, and explained that the hot tub was still not working. In response to that, I was eventually given a quote for $609.95 for the purchase and installation of a new heat tube assembly. I paid that amount, and eventually Brad came out again and installed the new heat tube. Having paid $609.95 for that job under the presumption that it would fix the problem I was paying them to fix, I was somewhat surprised when Brad told me, immediately upon installation, that if I continued to have temperature problems, it could in fact be the circuit board that is the issue. Sure enough, I continued to have temperature problems. So I called and let them know. In response to that, Brad came out to try something else: reprogramming the topside. (Why didn’t he try that before I spent $609.95 for the new heat tube assembly? Don’t ask…) Reprogramming the topside did not fix the problem. So I called and let them know. They got back to me and said they ordered “the new part”. Wait a minute, I said: I’m not agreeing to this until I know the price. What is the price? The receptionist seemed rather thrown off by this question and said they’d have to check with Brad and get back to me. Awhile later, I received an “estimate” via email (with absolutely no context: it was literally a blank email with an estimate as a pdf attachment, and no follow-up call to confirm that I had even received it). The estimate was: $862.03 for the purchase and installation of a new control unit and a new topside command unit. Coupled with what I’d already paid, that would bring the grand total to $1,610.97—a sizable amount, and still with no guarantee that the problem would actually be fixed. I replied that this was out of my budget and would be in touch again if needed. Brad replied almost instantly: “Thanks!!! Let me know if anything changes on your end.” Well, a few days later, my situation did change: I thought more about everything that had happened. I emailed Brad again, letting him know that I wished he had been upfront about the possibility of the circuit board being the issue to begin with. I calculated that if we had replaced the control unit (which includes the heat tube for this brand) and topside command unit to begin with, my total bill would’ve been $1,171.03 only. And since I had already paid $748.95 ($139 for the initial service call + $609.95 for the heat tube assembly), I was willing to pay the difference ($422.08—though actually I was generous and rounded up to $500.00), if he could fix the hot tub. I emphasized that this hot tub had been purchased from them around 2009 and that we hoped to continue using this company for our hot tub repair needs and eventually a replacement hot tub sometime in the future. I asked if that would be possible. His response? There was none. More than two weeks later, I am still waiting, but I’m not holding my breath. Brad lacked even the basic professional decency to acknowledge receipt of the email, let alone answer the question that it contained. So now I’m out $748.95, my hot tub is no better off than it was to begin with, and they will never see another dime of my money, even if that means paying more elsewhere. Do not let my experience be for naught: Avoid this company like the plague! (Oh, and speaking of plagues: Brad did not wear a mask while interacting with me.)

delivery truck went over my retaining wall, now even after indiana pools and spas lost in court they have put me into collection for the towing bill... company really good at making promises but not delivering, now i have to take them back to court

Indiana pools and spas caused over 4000. In damages delivering our hot tub,then refused to pay which led to our homeowners insurance company taking them to court and they lost, they also have been harassing us for 3 years for the towing bill, which attorneys have told us we aren’t responsible for, we weren’t driving the vehicle nor did own the vehicle, why would we pay for towing because of their negligence? I wouldn’t ever recommend them to anyone!

They refused to fix damages and keep sending me towing bill for their bad driving This will also soon be handled in court They lost their refusal to repair damages

Indiana Pools & Spas installed our hot tub with a significant scratch on the side panel. After agreement to replace with a new panel, the same panel was instead reinstalled with poor workmanship in attempt to correct the scratch. When asked to correct it with a new panel as previously agreed, we then had to wait a long time for the new panel replacement. Indiana Pools & Spas agreed to install our in-ground swimming pool within 3 weeks barring rain (weather). The executed project took more than 3 months in spite of very little rain. We were promised grass replacement for the areas around the pool which did not happen despite repeated requests, eventually requiring us to pay another $4,000 for sod at our own expense. Many instances of poor workmanship on the pool posed concerns which we expressed along the way (in real time to allow correction and/or explanation). The firm?s owner failed to respond to our many concerns and our repeated attempts to communicate. He ultimately told my husband while on our own property that we ?complain too much?. Because we could not get any answers to our questions or responses to our concerns, we sent photos in real time to the owner?s attention (via email because there was no on-site supervision and the owner did not visit the work site or inspect the work along the way), to which he ultimately responded that we had ?intentionally enlarged the photos to make the defects appear worse than they really are?. The owner eventually breached the contract by billing us for items outside the written contractual agreement, refused to provide items stated in writing as deliverables within the signed agreement and billed us prior to project completion. The terms of the contract were milestone payments (which we paid timely) up to ?completion? for the final payment. We had not received the final items to complete the project nor had we received a bill for the final payment when we suddenly received a bill for overdue ?interest? charges in the amount of $1,066.06. This bill for the overdue final payment referenced an invoice dated July 22, 2013 which was an impossible statement considering the building permit was not obtained until (dated by the city) August 1, 2013. We had not seen the owner since before the contract was signed, and did not see him again until 3 months later in a meeting held as a result of our repeated requests to meet with him in order to show him the defects in person. During this meeting he threatened to place a lien against our property, at a time when the project was not complete and the contract had not been fulfilled. We ultimately paid an amount which exceeded the amount stated in the contract. We were left with damages such as the need for grass/sod (90% of our back yard), a replacement pool liner (for the liner installed by Indiana Pools & Spas with large wrinkles, twisted areas and misfit seam lines) and replacement sections of side wall coping (for the coping installed by Indiana Pools & Spas which contains sharp edges (safety hazard) due to the installation process). We would not recommend this business to anyone due to the interactions we had with the owner. We are willing to share photos of the process we endured, which were carefully chronicled, to anyone wishing to see them for honest purposes.