Campbell's Pool & Spa

If you are thinking about getting a hot tub, please go somewhere else. I have NEVER dealt with a company this unprofessional and unorganized before. From the start in 2022 it has been a disaster, including the owner cracking our brand new deck when he dropped the hot tub on it... and them giving us incorrect measurements for the hot tub placement which caused us to drain, move, and refill. Sadly, those were the least of our worries because we are now on our 3rd hot tub. The first hot tub had a manufacturer leak, jets had to be replaced, malfunctioning speaker, and various other issues. Then the 2nd hot tub arrived and since we built the screened in walls around the hot tub, they had to remove the wall just to deliver it (they did pay for that at least.) We had jet issues once again, and then not much longer after that, there was another major leak. This time it was in a crack in the shell. So they ordered a 3rd hot tub which was the newer model which then took 3 months to arrive. They once again had to remove a wall to deliver it. We got the new one in late 2023 and thankfully we have not had any major issues out of it although the remote did start malfunctioning a few months ago. So I contacted them, no one answered of course (they rarely do.) I left a few messages and then they finally reached out to me...via text. Said they would order a new remote and it would take 2-4 weeks. At 6 weeks I asked for an update. No response of course. After my 4th attempt I then contacted the company who makes the hot tubs (Watkins) and THEY called Campbell's and opened a case with them on my behalf so hopefully this will now get resolved. I understand sometimes there are unavoidable issues, but when you have poor communication and poor organization on top of that, it becomes a big complicated headache. There is very little communication internally and externally. The service guys who come out (TJ/Jeremy) do the best they can but the issues with this company start at the top.

The service was excellent & it went really well, very professional. They did exactly what they said they would do!

The installation was not as we had ordered. The pool was installed in exactly the same place as the 24' round pool that had been there for over 20 years. The ground and sand was well compacted.Instead of adding some sand to make the floor flat they had a man come in with a Bobcat and dig up the old sand. When he had the bucket full of sand he asked where I wanted it placed. I did not want a few yards of sand but found a place for it. He then brought in a load of new sand and put it on the pool site. After he leveled the site he left. The pool installer came a few days later with his wife and young daughters. He proceed to dish out the floor of the pool and would not make it flat as we had ordered. He then placed the frame ring on the sand. He would not align the frame with our deck as we requested and his employee asked him to do. He was meticulous in smoothing the floor and installing the the liner. When he was finished we had a nice pool with a dished floor, not what we paid for! We were not happy with that. He didn't align the pool with our deck so that meant we had to hire someone to redo our deck. I am a disabled veteran and a paraplegic. I can't walk and have to use a wheelchair to get around. This means the deck has to be aligned with the pool so that I can get out of my wheelchair and scoot to the edge of the pool and then use the ladder to get in the pool. The pool floor should be be flat so that I can exercise and stand up. I can walk some with the aid of a float. The dished floor makes that a little dangerous be cause of the way the floor drops off when I get to the slope. My wife also has some trouble walking and has an artificial knee. She also has trouble with the uneven floor. By the time we got the deck done it was almost time to close the pool for the winter. I never did get to use the pool. When we opened the pool in the spring of 2012 we found that an area in the center of the pool had sunk about a foot. The area was about 12 feet in diameter. Needless to say, this would be a safety hazard. I called Campbell,s Pool & Spa and told them of the problem. They sent Pete, one of their managers, to look at our pool. He said he had never seen anything like that and they would have to fix it. A few weeks later Tony Campbell came to see the pool. He also said that they would fix the pool. We felt fairly confident that it would get done after the company owner told us they would do it. A few more weeks went by and then Frankie, another employee, came to see the problem. He told us he would come back and fix the pool, even telling us that if we didn't like he would redo it until we did. Two weeks later we got a letter stating that nothing was wrong with the pool but they would fix it for $1700.00. The letter also stated that they had removed the pool liner to see the sunken area. When I told them that was wrong as that was not done they sent Frankie and another man to do that. They pulled the liner back and walked around on the sand floor and then put the liner back in place. Later we were told the ground felt solid, so no problem. They have not and will not fix our pool. Their word is no good! They will not honor their promises. I will add sand to the site to make a flat floor for the pool. I will get someone to install the liner. We will then have a pool we can use. It is pretty sad when a company will not provide good service or stand behind their warranty or their word. We would not recommend Campbell's to anyone and will warn anyone buying a pool to be careful if they are considering buying from Campbell's!

I bought a house with a pool in Maryville and had moved my wife here while I finished up my job. My wife scheduled Campbell's to open our pool for us after she moved here and I was still out of state. Campbell's had given us an estimate of $280 (approx) for the service plus chemicals used. The final charge for their service was over $800. My wife called me the next day to say the pool was turning green and the bottom was covered in debris. (She was not here when they serviced the pool) She called Campbell's back and they told her she needed to put more chemicals in the water. I arrived home a few days later to a pool that did not appear to have been serviced at all. The water was green and the bottom had a significant amount of debris and algae. I contacted Campbell's to ask if they had even vacuumed the pool when they opened it. They told me it was "clearing" when they left. I Started checking the system and it was obvious there was an air leak in the pump pipes in the equipment room (air in the pump and low flow out of the returns). With this condition they could not have possibly vacuumed the pool. In my opinion, they saw a woman by herself and decided they could do less than was required. T he charges were extreme in my opinion. I just can't believe they spent $540 on chemicals. On a separate occasion, Tony Campbell came out to give us an estimate on a new pool liner and a significant amount of coping stone work around the pool area. He came out, looked and measured and told us he would have an estimate for us the following day. Still haven't heard from him after two years. I have not and will never use Campbell's again.

From our point of view considering the amount of money spent on the spa and the assurances offered up front by Campbell's they have not been able to deliver what they sold. We were offered assurance by Cindy Dotson and then Tony Campbell they were going to stand behind they product and service but we have yet to experienced or witnessed them materially meeting their commitment. I do acknowledge the problems have been technically challenging but this is not an acceptable reason for not delivering if you truly are a top shelf company. It has reached a point that the BBB and possibly the consumer protection agencies of the state will need to be contacted because of lemon law concerns and supplier non-performance and responsiveness.

The sales rep, Cindy Dodson, was completely amazing. We were uncertain as to what grill to purchase. She demonstrated excellent knowledge of the grills and she answered all our questions and even gave us a cookbook once we purchased. We really enjoyed working with her.

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See above.

I used them a couple years ago, and they were terrible. I had a problem, and a technician came out and had no idea what he was doing. I had a magnetic covering on my door, and he cut my magnetic door off, along with the light that goes to the spa. In the end the spa was still broken. Also, throughout this experience the technician was incredibly rude and sarcastic as well. I called an employee that worked previously for them that was good, and he ended up having to dig up a box that had the wiring that was the actual source of the problem. I hired another company that is in the process of fixing what this company broke, which I have to pay for. The GFCI, something that keeps you from getting electrocuted, was broken, and this company didn't even realize it. If there would've been a leak, we could've been electrocuted.

I have already spent $500 on repairs to my hot tub. Now they want to do more work, a leak they cannot find, and we are getting into the $2000 area. I am not real happy with the service people. They said they have to jack it up and look at it from the bottom. I still cannot use my hot tub. They charged $100 for the estimate and did not take that off when they came to do the work. I felt that they were just giving me a story. The only recourse they gave me is they hooked me up with a salesperson that said she would take the $500 off of the new hot tub price. When I would call it would take two or three days for them to get back with me. Then they would say it would be a week before they could come out. So they kept me going.

They gave us the money back for the pool, and ultimately were responsible for taking the pool back out. But this was after going to court, and we have spent almost $70,000 dollars because of all of this, and still have no pool. It was a total, absolute nightmare. They messed up our fencing, cement walls, irrigation, etc., from bringing equipment in. The couple of guys that worked on this project, were the nicest and willing to fix and make right any problems we had during this. They really tried to do whatever they could to fix the problems. They need to farm out the rest of the work, the decking, walls, etc., because they are not contractors.

Matt finally arrived at 10:40 a.m. to start the inspection, checked the pool, noted the cracks and spoke to me about the repair of the concrete decking surface, he then checked the operation of all equipment. He informed me that he would like to speak with a few other experts about the cracking, this way an accurate estimate could be provided. I asked him if he had a camera so he could take photos of the cracks, he did not so I offered to take the pictures & email them to their location. 3 days went by & I had not received any information from Campbell's, on the 4th day I was faxed a copy of the same form that Matt used while performing inspection. Not only was this not what was promised to me, the report was incomplete (no summary & estimated costs were blank), it was not formal, & their estimate to clean up the condition of the pool surface was based upon my photos that I provided. I was then told to contact a concrete contractor for other repair estimates. This is unacceptable!

I was not very pleased or impressed with Campbell's. They left a huge mess behind when they was done and they never even came back to finish the job. It was horrible. I was and still am very disappointed with their services. I would never consider or recommend them for another job at all.