ADVANCED SPAS AND POOLS

First. This isn't about the Middletown store and I will say the tech they sent out, Andrew really cares and is knowledgeable. Good guy. We bought a $11,747 spa for my wife's arthritis at the Kemper Rd. location - upon delivery they dropped it off with an instruction packet and that was it. We used the frog system to keep it clean, soon after we had major heating problems where it would get up to 108°, we even got a email from Jacuzzi telling us not to use the tub until the problem is corrected. Eventually the tub started leaking and a perfect 4 to 5 inch circumference around the tub. Technician came out SEVEN different times over a 5 month period - seemed to clear the water up at times however it would still not stay at the temperature we put in the keypad. They called the leak a moisture ring however it was a leak, it went all the way to our window well in perfect radius. We documented all with pictures, text messaging, video, a log of the entire ordeal. They sent a message today basically blaming us for having dirty water in first month and that's why the problems are here six months later. Dishonest, will not accept responsibility for a defective even though the technician admitted he could not fix the tub. Just forewarned if you buy from them they will not refund or replace the only want to keep trying to fix it. After seven visits at what point do we say enough is enough? we had to hire our family attorney to start a process against them. We drained the tub and now they're telling us to fill it back up so they can come back out for the eighth time. Always heard good things -one of the most disappointing experiences as a consumer I've ever had. It's a shame they are trying to put it off on dirty water the first month six months later when they've been out seven times and have said they can't fix it. Horrible purchase on our part. Don't fall for the smiles in the retail store.

Contracted with Kevin and Ray to install an inground vinyl liner pool. Their workmanship and customer service is terrible. All these issues happened and I made them aware as they happened. Instead of fixing them it was excuse after excuse. b elow is an email addressing issues I had with Kevin. I also have pictures. Heat pump installed incorrectly. According to the manual my heat pump should have bypass valves installed which you did not do. I provided my own heat pump but they agreed to install and plumb it. It is stated on the contract and in an email dated February 3, 2018. Nowhere in my contract does it state you will plumb it wrong or half way. When you agree to plumb it, as you did, then it needs to be done right. Just because you don’t put bypass valves on your installations does not mean it is right. I have an email from Heyward National Technical Support that states they need to be installed. I would be happy to share it with you. Also, the manual clearly states it needs bypass valves for the type of pump I have. Your excuse of not doing it because I provided the heat pump is ridiculous. You knew ahead of time and acknowledged that you would install and plumb it so please don’t use the fact that I provided the unit as an excuse. Also, as soon as I noticed there were not bypass valves I notified Ray. Concrete around the deck jets. The concrete around the deck jets is a mess. I have pictures from a few other pools that have deck jets and none of their concrete looks as bad as mine. Ray said he tried to figure out a solution but couldn’t figure oneout. To me the solution is to rip up and repour the concrete. I know it isn’t economical for you to agree with that so I never asked for that. Ray admitted there was a problem when he tried to find a solution and Greg admitted they were wrong when he offered a minimal credit for the concrete. However, the credit was not substantial enough. Damaging my property. When the gravel was dumped on top of my propane tank they ran over a car port that I had taken down and set to the side of my driveway/yard. In addition there was also a metal soccer goal that was laying there and a few tons of river rock. They ran over these items and ruined them. You cannot see them in the picture Greg sent because they are stored way out of the way. If you look under the truck in the picture you can see something white, those are the above items. They were way out of the way and were never in the way. How they got ran over I don’t know but even Phil admitted that it was the gravel drivers fault. That is something you need to take up with them. In regard to the credit Greg found the cheapest items of each he could find and offered a credit for that amount. They were not the cheapest you could buy and cost a substantial amount of money. The cost for the 10x20 car port was 379.99 on Amazon (Abba Patio Heavy Duty Carport with sidewalls/windows). The cost of the soccer goal was $75 on overstock. The cost of two scoops of river rock is $100. That alone is a total of $554. Additional concrete. I already paid for the extra concrete I agreed to. I never told anyone to add45 sq ft extra concrete in addition to the extra I signed an addendum for. Please provide me an addendum that shows the other concrete you are trying tocharge me for, because I never signed or agreed to one. If there was extra concrete poured it was not because I or anyone else in my house asked or agreed to it. Robot and deck jets. The fact that you made me drive all the way to Middletown to pickup my robot and deck jets is terrible customer service. Ray should have brought the robot when he opened the pool and he should have never installed cracked deck jets. If I wouldn’t have gone behind him and checked his work he would have never said anything and I would have never known. That is ridiculous and terrible customer service. You knowingly installed broken items and were ok with it? What does that say about your company? You are ok with that kind of workmanship? That is scary. I’m not a pool guy or expert but I am smart enough to know that a cracked deck jet shouldn’t be installed. And then to make me come out and reorder new ones and come back out to pick them up, and come back home and reinstall them myself is sad.

We bought the spa from them in 1996. They have done all the repair work. Our spa started leaking a lot from pump fitting. On the phone, I told them what I thought it was. They had the part with them. The technician gave us some advice that might prevent pump failure in the future. I am pleased with the work.

Overall, It was anything but a positive experience. I very much feel that I should have been informed in advance of any additional charge(s) and i didn't appreciate being stood up for a scheduled service call.. Up to this point, have purchased all my spa supplies from them. That is not going to happen from now on. I only hope I can find another source locally who can provide warranty repairs if they are necessary in the future.

Advanced Spas and Pools were slow at returning phone messages and even slower scheduling appointments. On one occasion when they arrived to make a repair they did not bring the proper parts with them to make the repair and had to come back a second time to complete the job.

ASAP WAS VERY HELPFUL DURING THE PURCHASE OF OUR LA SPA, BUT AS SOON AS THE SPA WAS DELIVERED TO OUR HOME THEY DID NOT WANT ANYTHING MORE TO DO WITH US. THE HOUSING OF THE SPA WAS DAMAGED DURING DELIVERY AND THEY DID NOT WANT TO HOLD UP THEIR END THE SERVICE DEAL. THEY WERE NOT COOPERATIVE AT ALL. THEY WERE ALL ABOUT MAKING THE MONEY NOT SERVICING THE CUSTOMER.