Valley Pool & Spa

On June 29, 2015 I called the service manager, Stan Hodge, at Valley Pool & Spa to schedule some work on a pool pump at my home in the Shenandoah Valley. He told me that there was a minimum charge of $99 for a service visit. He took my credit card number and immediately hit my card for the $99 charge. Stan said his technician would be passing nearby my home the next morning, June 30 on his way to Lexington and that he would have him by on his way. The technician did, in fact, arrive as promised. He spent 15-20 minutes looking at my equipment setup and taking a few pictures of the pump in need of repiping. He told me that he would discuss my situation with Stan and that they would be getting back to me. The technician, also, took a water sample. Twenty four days later I still had no response from Valley Pool & Spa. On July 23 I called Stan Hodge to find out why I had not had any communication from him or his technician. Even though he was the one who wrote up the service request, he seemed utterly befuddled about it. He finally found the order and said the charge should not have been placed on my credit card since no work was performed. He was the person responsible for the charge. After refamiliarizing himself with my service problem, he was very apologetic. He promised to call the technician and get back to me "within the hour." It is now nine days after "the hour," No one from Valley Pool & Spa has contacted me in any way. I have since reached out to Charlottesville Aquatics, the original builder of my pool, to handle issues here. Though they have considerably further to travel, they are knowledgeable and don't make promises they don't keep. They, also, don't charge for work they don't perform. Though I have no problem buying products from the Valley Pool & Spa store in Staunton, I would never consider this cop,any for any type of service work.

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The sales people discussed the pool with us over a three year period before we made the move and signed a contract. Not having any knowledge of pools we needed help to decide what, if any, pool would fit our situation. The salesman Jimi was at our home three different times to discuss pools, accessories, a good location etc. Eventually we had both the will and the money so we were very comfortable and signed a contract. We were given a date for the dig, the delivery, and approximate completion. All went like clockwork. The president of the company showed up at each important milestone. Within 3 weeks of the dig we had a beautiful salt water pool and were instructed on how to maintain the pool. The only headache was we had in the entire process was to contact our own electrician. Be sure you do that well as we had to fire the first guy.. The location we chose turned out perfect. What a view! Valley pool will return to help us close down our pool for the winter. They certainly don't forget you once the installation is complete. I have dealt with this company on my SPA for the last 14 years. They have treated me fairly that entire time and I fully expect I will be saying the same about the pool in 14 years.

Before a month ago, I would have given this provider As across the board. I have had them open and close our pool for a couple of years, and they are very knowledgeable and nice guys who come out to the house. The price does seem a little inconsistent for services sometimes. For example, they repaired a tear in the liner (took about 45 minutes) and charged us 100 dollars, which seemed fair. The next time we had them out, we had an issue with the chlorinator which took five minutes to fix (we had the tubes attached at the wrong sides of the filter) and required no equipment of theirs and it cost us 200 dollars. What has really put me off the last couple of months has been the lack of response in the service department in requesting a quote for a pool cover. After calling numerous times, I discovered that it was placed in the wrong pile for over a month. Then, the quote was just never requested. Every time I call I'm promised that it will be taken care of, and then every time I call back I'm treated like it's the first time I've called. I decided to go with a competing business to get the cover this year. However, their service for routine pool problems is really great- they come out very quickly and always take care of the problem- as long as you don't mind footing the bill, which is sometimes steeper than seems necessary.

They worked out really well. They have really done very good. They are an excellent company. I have to say I am very impressed with them. They got right back to me and the guy answered every single question. He spent the time with me. He talked to me and he set me up for what I needed and called me back to let me know what have happened if I am not up there. I am 1700 miles away from him. He called back to let me know and then he has been checking in with me every time they check my pool. They are very good. I really like them.

I have used this firm for the past 13 years and they have always been very professional, courteous, and reasonably priced. My hot tub was not heating and they responded promptly and replaced the electronics controlling the heating element. I would certainly recommend them to anyone for quality service.

Sometimes hard to get in touch with someone to schedule appointment, but once in everything is great! much better then the other pool place that actually put the pool in for us! would recommend!😃

They identified a problem and stood behind their product. The work was carried out cheerfully and expeditiously and at no cost to us. Outstanding service.