POOLS PLUS INC

We purchased a Hotsprings Grandee spa from this Grand Rapids Michigan area company. When we thought there may have been a problem (there may not have been) with the spa 12 years later, we asked the company if they were able to diagnose and repair. Generally, you ask the company who sold you the spa first--we could have had another company do this. But Pools Plus said they could do this. A Pools Plus employee came and looked at the spa and said they would have to take it back to their warehouse to diagnose it. They broke our spa in transit. We authorized repair. They became unable to reach. Finally they said they could not repair the problem as they had "never done this before". They aggressively tried to sell us a new spa. Because our spa was in very good shape before they took it, we asked for them to return it. They said they would, but did not show up on the delivery date. Then they told us they had made a repair we did not authorize (and was not needed). When we inquired about the lack of delivery, lack of diagnostics, and unauthorized repairs, S**, the repair man at Pool's Plus at that time, said they would return the spa at no charge. Another date was scheduled. Another no show. The company said they were understaffed. We graciously accepted their excuses. Another year went by and they failed to deliver again on a scheduled date. The spa weighs almost 1000 pounds and should not be transported by untrained people. Nor should it be filled with water and installed in the middle of winter. So, we attempted a 4th delivery. Instead, a Pools Plus employee stating he was speaking on behalf of the company owner Sc**t Wheeler, said we would have to pick up the spa ourselves and pay them over $2000 for unauthorized services or else they would file spa abandonment charges. This company then sued us for over $7000 in unauthorized services, and then dumped our once beautiful and now completely destroyed 1000 pound spa in front of the entrance to my small business office (a veterinary clinic). Pools Plus refused to deliver the spa when scheduled to the correct location, but then entered our property on a date and time we explicitly told them they were not allowed to, and caused damage to our spa, our property and my income. According to Watkins, the manufacturer of this spa, this company is no longer allowed to sell their products. I highly do NOT recommend doing ANY business with this company. I will not be a bit surprised if Pools Plus of Grand Rapids Michigan attempts to sue me over my honest and legitimate review of their dishonest business.

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SO FAR SO GOOD

The negotiator for Angie's List provided assistance and kept the communication Open between me and Pools Plus. I was able to obtain reimbursement for items they sold to us which we were not able to use.

Company personnel very prompt in their response to my inquiry

The customer service representative that answers the phone to make appointments is very friendly but their response time to return calls is very slow. I gave my credit card number when I made the appointment, I was told that once the technician comes out he will determine the charges and I would get an invoice. If the office did not hear from me for thirty days they would just run the amount on my card. After I received the invoice I called the office and asked to run the charges but they were not done until the thirty days had passed. BUT the service the tech provided is really good so I will use them again.

They were very knowledgeable.

Both purchases were handled very professionally and delivered on time. A separate company installed the pool and I wired the spa myself. I am very pleased with these purchases and would definitely buy from Pools Plus again. I use them for all my chemical purchases. They have a very knowledgeable staff and perform water testing services for FREE.

I found Pools Plus. They were great! Mike came out to the house and measured, explained, estimated and sat down with me for the longest time telling me all about pools and maintenance. He made suggestions, gave me a time table for the work, and when everything was done they redid the pool with walkout steps at a very reasonable price. The workmen were wonderful, very nice. It was a pleasure to find Pools Plus, and I'll be going to them for all my pool needs as long as I have one!

ALTHOUGH THEY TOOK A WHILE GETTING TO THE JOB SITE, WHEN THEY GOT THERE THEY GOT THEIR WORK DONE VERY QUICKLY AND VERY WELL. THE HEATER WORKS FINE AND HASN'T BEEN DYSFUNCTIONAL IN ANY WAY.