Raleigh Pool and Spa

I put a deposit down on a new pool on 5/16/14 after seeing it in the showroom on 5/15/14. No professional salesman was available on 5/15 but one called and we confirmed our choice over the phone the next day and paid $1000 down. I reviewed the items in the "package" at that time and made notes. My husband also talked to him about the details. We were told the wait time for installation was 2 weeks and the same guy would take down the old pool. Installation in 1 day. When we didn't hear from the installer we called back and got the salesman's voicemail which was full. Messages and e-mails not returned. We called the store and were told he'll be calling you tonight. Three days later no call! Finally after 33 days a crew showed up and took down the old pool then left. The next day they work a few hours to put up the sides of the new pool and left again. The 3rd day they secured the rails put in the skimmer and started to put together the filter and said they had to go for supplies and never came back. I kept asking where was my salt and salt generator system. They told me this was the first salt pool they ever installed and they had to check with the store. I finally called and talked to the owner who said I did not buy a salt system "for that price". I had specifically noted every item that was included in "the package" at the time I paid the deposit but she said you signed the contract that did not include it. I never signed "a contract" I signed an "invoice" which said I bought a "package" which was not itemized. She said the salesman "misspoke'" when he said it included a salt generating system. We hooked up our old filter and salt system to get running for our granddaughter's birthday party that weekend but we were plagued with leaks we didn't have last year. We went to the store and spoke to the owners. They were interested in settling the matter after I said I had a valid verbal contract when I paid the deposit and reviewed the items with the salesman and would take it to court if I had to. I was offered a salt system at cost but I had already lost all confidence in their installers so I settled for supplies that I needed. The owners we cordial and helpful and I guess overwhelmed with the amount of sales but that doesn't help the customer that is told they will have a pool in 2 weeks. I went to Rising Sun Pools and bought a new salt cell and generator and finally got it installed 7-9-14 and another $1000 later. They also finished the filter install so hopefully now I'm set.

We are now the proud owners of a huge bird bath. We should have been enjoying our new spa, but instead, my husband will have spent his two weeks home from Afghanistan trying to make our spa function since no one from the store will help. This is a brand new spa and it has not worked since the day they delivered it. If they ever send a tech over to get it running, I will update this review. As of right now, we are furious and seeking a tech from another store. Update: It has been three weeks since we purchased our spa. It is up and running with the help of an electrician. We never heard back from Raleigh Pool and Spa. We did however meet with Wayne from Backyard Leisure in Raleigh who was kind enough to help us figure out our spa problem even though we didn't even buy anything from him. Basically, the sales staff at Raleigh Pool and Spa are very nice and polite, but there is no follow up or support once you leave the store.

I am very dissatisfied with the level of service I am receiving from Raleigh Pool and Spas. I purchased the D1 Diplomat in May 2011. My tub has only been operational since June 29th and the lights have been out now for almost two months. I called Raleigh Pool and Spas immediately when I realized the lights were not working. I was told, without them checking it out, that it was a fuse. The fuse did not fix the problem so I called back to inform them. I did not talk to the technician at that point and when I called back I was told that the technician was ordering a part from D1. I am not sure which part because he still has not checked the tub. Weeks went by and I never heard anything. Finally I called back and asked for the technician, I was told he was unavailable because he was with a customer (I guess I am not a customer). I called again and spoke with the owner, he told me that nothing was wrong with my lights they just needed to be reset. I was also told that they were waiting on a call from D1 before they could tell me what to do to reset them. A few weeks went by again with no return call from Raleigh Pool and Spa. Finally I called back last friday (10/14) and was told by the owner that he would get back to me either that day or the next. It has been 4 days, no call. I am not sure what options I have. I purchased this tub from D1 because of their reputation as a company. I have reached out to D1 Spas today so I can't say if they will offer any other options. If I had known I would have these issues, I would have purchased a competitor product for much less money. If I can't get my lights fixed what happens when a pump goes out? Wasn't sure how to rate professionalism. They are always polite and nice on the phone but then nothing happens.