Splash Pools & Spas

I’m not one to write negative reviews and I’m usually very patient and diplomatic in my dealings with people and businesses. That being said, Splash is the worst company I have ever dealt with. I’ve received better service from McDonalds on a bad day. At least I get something for my money other than a lot of wasted time. I would suggest digging a hole in your backyard and filling it with water over making any purchase with this company; much less a $24,500 purchase. Here is the story of my summer dealings with Splash Pools. I know this is long, but if you are considering purchasing anything from these people, I would recommend you read. Mid May I went in to order a 14 x 30 in ground pool. After all the add-ons, additional stuff, deeper end, etc., the price was right at $24,500. I put down 20 percent, was told the installer would contact me in the next few days and that there were 2 pools to be installed in front of mine and I would be looking at around a month. I had no problem with that. A month seemed very reasonable. A week passes and I hear nothing from the installer. Trying to clarify the time frame, I called the store and asked when he would be in contact. The person on the phone said they had no record of me being there, at one point even suggesting I must have them confused with another store. After time on the phone with the manager, they realized they had misspelled my name. No big deal at the time but I should have seen it as foreshadowing of the events to come. I was told, “He should have already contacted you…He is behind. We will contact him.” Another week passes. I still hear nothing. Strange considering he is supposed to be installing a pool in 2 weeks and has yet to even lay eyes upon my yard. I call back to the store. “He hasn’t contacted you? I’m going to call him right now. He is supposed to be contacting everyone tonight.” Ok. At this point I really should have recognized the red flags. I still wanted to remain patient. I just wanted the pool I ordered. That night I did receive a call from a woman representing the installer. She asked me my availability and said she would call back with a time. She called me the next day and we set up to meet on Friday. Friday came and we were hit with a massive storm. She texted me and asked if we could reschedule. We agreed to reschedule for the following Thursday. This is now almost a month out but I understand sometimes time frames don’t work out. Thursday comes and I receive a text. “As soon as he gets home we will be heading your way.” At around 7:30pm I get another text. “We are not doing any more pools. Sorry for the inconvenience”. Huh? No phone call. No call from the store. No reasoning. Just….we are not doing any more pools. At this point, my diplomacy starts to break. I asked for an explanation and pointed out how unprofessional this was. “I’m sorry…it’s too much of a risk. R---y is working hard to get his license, but it’s too much of a legal risk.” To clarify: HE WAS NOT LICENSED TO DO THE WORK!! At this point I’m pretty furious at everyone involved. I told her it wasn’t my concern if he is “working hard” as a customer I’m ordering a service. That’s not rude. That’s how these things work. I give you money, you perform a service. Now a month in I know the chances of getting someone else is probably slim. I call the store again. They put on a manager, and I tell him about the installer. He is quite casual about it. No apology. Just, “Yeah….we know. We have a new installer coming in today. He will be licensed and he will start working down the list.” I was told I should hear from him in the next week. I’m pretty sure this was nothing more than them trying to get me off the phone and not bother them again with my pesky purchase. That was the attitude. At this point I blame myself for not just tapping out. 2 weeks pass and we call again. My fiancé is told, “Yes. We are behind. You are third on the list, but we may be able to bump you up to 2nd. Looking at about a month, maybe sooner.” I was originally 3rd on the list and was originally told a month. At this point, I’m tied up with work and just let it ride. Most of July passes and I don’t hear a word from anyone. We finally call again. We speak to a girl on the phone at the store and she acts horrified as I tell her everything that has happened. She also states that, they still have the original installer, they didn’t get anyone new, he was having trouble pulling permits (not my problem) and that she doesn’t understand how this all happened. She tells me she is going to call me back within the week and have a new installer lined up who can do it soon. After a week and a half and no call (not surprised) I go to the store. I’m pretty upset at this point and tell them I want my money back. They call the store manager, Brian, up to the counter. He basically asks me why I’m changing my mind. I once again repeat the story. He keeps his back to me the entire time running the card. No attempt to fix the situation. No apology. Nothing. Doesn’t even look me in the eye. Just sets the receipt down for me to sign like I was returning a pack of socks to Wal-Mart. Then he makes the worst comment of all. “Thank you” I didn’t buy anything!! Why would that be your response?! I didn’t bother saying anything. I just took my money and left. I don’t expect Splash Pools to care about this review. It’s obvious none of the employees care about their job and certainly don’t want to be bothered by customers. They are so apathetic they can’t even fake it. I only hope this prevents someone else from wasting their time and money with these people.

I purchased a spa from Splash the end of July, and they delivered it August 2nd. Everything went well, until the delivery of the spa. They delivered it with an obviously old cover. The cover is discolored and coming apart. The seams are litteraly separating. When I called, I was assured they would get a new cover. We are now going into the third month and no cover. Every time I call, or go by the store, I'm told the order was forgotten, misplaced, switched to some other type, or "we'll check on that" the next day or Monday of the next week. The manager of Splash contacted me after I had filed a complaint with the BBB and said they had found my cover in a distribution center and would be shipping it to Baton Rouge. Long story short, they have finally delivered my cover and it looks good.