Pool & Spa Depot — Local services in Brentwood

Unfortunately I am having to update my review that I left about 1 1/2 years ago.

Yes, the installers came out to what we thought was fixing the liner. However, the wrinkles were still there. They ASSURED us that with the summer heat and sun, the liner would continue to stretch and the wrinkles would go away. In addition we had issues with the posts not being straight. I called & was told to fill the pool to a certain screw level of the skimmer inlet. Then when the support posts were not adjusting, they told me I had not filled the pool enough. They said that they never say to fill it up to the level I had done per their instructions and that I needed to fill it more. (At this point I really had started wishing I had recorded our conversations. One thing I get very frustrated at is when a business gives you one set of instructions then when you follow those instructions exactly & the issue is still not gone, then they tell the customer that YOU had it wrong and not them). So I filled the pool even more and the posts still were not straight. I mean not slightly off, but really off. They had to come out again this time, they brought pumps and put the water in giant bags so they could put it back in. They adjusted the posts, but because the install was to the point where they couldn’t start all over, they still to this day are not leaning in the direction they should be. Some are straight. Some lean in. Some lean out. I let them know I was not satisfied and they just assured me that it would not affect the stability. They may not affect the stability, but it looks bad and we’re not installed correctly. Plus, the liner wrinkles did not get better like they said. It did slightly plus there were sizable divots in the bottom from what I can only guess is cuz they had to get back in the pool and push the liner to somewhat straighten it out. I never expected it to been so smooth that you didn’t feel any variation, but these are not slight elevation changes. More like shoe spots where someone’s heel dug into the sand.

Let me skip to this season. First, let me say that my husband worked VERY hard over the fall and winter months when the pool was closed to keep leaves off the top of the cover, ans never let water build up so we would have absolutely no possibility of water getting into the lines to freeze and break anything.

Upon opening the pool in May (14 months after install) there was a leak at one of the return valves on the exterior of the pool. I called to have someone come out because I thought the pool was under warranty to find out that it was not and that the only thing under warranty was the liner. Everything else has a warranty that expires one year after install. For someone that has an install anytime before summer months is not given a good amount of time to see if anything actually goes wrong. They told me the only way I could have someone come out was if I paid the $150 service fee first. I was not happy, but went ahead. They came out only to tell us that we needed to drain the pool below the skimmer before they could make a repair. That was not explained when making the appointment. So we drained below the skimmer the day before they came back out for them to tell us it needed to be a FULL two inches. Not told to us before. Finally when they came back out a third time they made a repair. When the pool was filled again, the leak was still there. Called them back, they sent someone again. This time they tried to fix both instead of just the one and the liner completely dropped from around the return valves! They couldn’t pull it back up so now I have a patch on a brand new pool. I’m guessing cuz the liner wasn’t stretched correctly at install, this is why it dropped. The technician said he had been fixing pools for 10 years and had never seen this. They still leak. I called to ask for a refund for the service fee and was told the Service Manager would have to authorize that and he was not in. I asked them to have him call me when he came in the following week. He never called and I never...

See additional review at bottom. Two years later and still getting the run around.

Will never recommend this place to anyone. If you are considering purchasing a pool please go to Family Leisure, formally Watson's. We purchased a pool from Watson's 18 years ago and our pool was AWESOME! This time we purchased our replacement from Pool and Spa Depot because it was closer to our home. HUGE MISTAKE! We have dealt with the service department since our purchase date of July 19, 2016. Installers did a horrible job. The bottom had so many bumps and trenches in it, we could not even vacuum it nor will our automatic vacuum go over these bumps. Had to drain 16,000 gallons of water 2 weeks later for our liner to be redone. Well it is some better but still has bumps just not as many, now we have lots of wrinkles in the bottom. So bad the vacuum sucks them up and gets stuck on them. Since it is almost time to close, I am not going to have it redone at this time but will be contacting them regarding having our liner redone in the spring when we open. Pool and Spa Depot has no concern for customers. When they decided to change our date for the liner to be redone they did not even bother to call and let us know. I could go on and on about their POOR service but I hope you take my advice and consider purchasing a pool from somewhere other than Pool and Spa Depot. Hope your service department is ready when I call to set up the third time to have our pool straighten out. I bet this time I WILL tell them how to do their job. Don't rake my sand under my liner. Dang I will even supply the board to smooth the sand (like Watson's did).

This review is being edited to give anyone additional information. Within 24 hours after posting this review, Pool and Spa Depot contacted me regarding my disappointment in their service. We discussed all of the above. Most of it they were aware of. It was all documented in their service department. There has been a change in the service department so hopefully they are working to make certain that customers are satisfied and that they come first. We agreed that I would call back in March to schedule our liner to be redone at opening. I do appreciate Pool and Spa Depots attempt to work with us to make us satisfied in our purchase from them. However this does not compensate us from having to drain close to 16,000 gallons of water not once but twice plus chemicals, to correct our issue. This does not change anything about the above review, just wanted everyone to know that hopefully by spring we have a pool that is to our satisfaction.

Edited---May 23, 2018 Just spoke to Bill, the manager of Pool and Spa Depot. He said he was going to call back today after looking at the schedule to see when someone could come out to fix our pool. The schedule we were already on for Tuesday May 22, 2018. This appointment was made back in March. I called last week to verify our appointment, was told everything was good for our date. Amanda called Monday to go over the plans for Andy to be here Tuesday. Communicated several times with Amanda yesterday and was even told Andy was in Columbia. That she would call him. Well that was at 5:45p.m. No return call no Andy, nothing. I have Andy on video from last year using a piece of PVC pipe in our pool with about 8 inches of water in it, to roll out the divots in the bottom of our pool. Worked on the small ones but not the big ones. No one should have to be in their pool to vacuum it, but that is the case because the vacuum gets stuck on the liner. I cannot begin to express our frustrations with Pool and Spa Depot. We paid 3,000.00 for this pool. We are not rookies at caring and maintaining our pool. This was a replacement pool that we purchased from Watson's in 1998. It lasted us 18 years. In closing all I can say is think before you purchase a pool from Pool and Spa Depot. This is not a rant, this is a review. Attached is the review given in 2016 shortly after...

Buying experience was nice but installation was horrible. Would not recommend. I am editing the review because i am now home from my vacation and am able to see the pool. i want to start with saying i'm changing my star rating from 3 to 2 based off installation alone and wanted to elaborate on the above so future customers will know. buying the pool was awesome great place but the install process was way different. the paper work says they will call in days to schedule install. My sales man told me to go ahead and call so i did a few days after buying and the person said they would right my name down and i should get the sand well i told her OK and got my sand the next day but i never got a call back until 2 weeks later to schedule install that was 3 weeks from then which is fine. then a week before my install i got another call saying they need to reschedule 2 weeks from that day. the day before my new scheduled install date i get another call saying they could be out that day so a day early YAY. Well i canceled all plans and wait at home ALL day finally at 5 i decided i should call them and when i talked to that person he told me we never even had you down to be installed today your tomorrow wasted day. well the next day i have nothing planed so i can get my install done. one guy gets there at 12 he says he is there to dig the installers with be behind him after her gets done. he leaves and i wait and wait and wait till i finally call at 6 the lady said they got lost but don't worry they are still coming to install your pool today well i finally gave up around 10 pm and decided they was not coming so day 2 no call no show. then the next day which is Saturday and the only day of the week i could not schedule a install they decide to come to my house to install i'm at work so is my wife and i got no one to go to my house. i get home at 7 pm they leave at 9 pm and they did not finish they had to come back Sunday for the pump and then they came back Monday to put the ladder together but i'm leave to go out of town on Sunday. now that i'm back i'm writing this review. get home and notice i only have half a ladder i can not even get into my pool i'm also missing chemicals and all my stuff like chemicals, light, and alarm are just laying in my yard along with all the trash mine from the pool and the installers lunch drinks and cigarette boxes but at lest they piled it up together. i I also notice the sand left over I ordered the 7 tons for my pool and there is way over half left in my yard I hope there is enough in the bottom of my pool and if you guys say there is enough then you should change the required amount so your future customers don't have to waste all that money and then have to move all that sand off the grass later. I call about the missing half of my ladder and talk to a person who said after i take a picture of my ladder and email it to him they could get it out to my house on Friday so i do so and noticed i'm missing the hand skimmer pole and the vacuum and hose i called back over and over with no answer i left a Voice mail explaining this and asking for a call back never heard back from them hopefully they bring all my stuff out if not then i guess ill have to fight that battle next. I also noticed the installers also went right into my wood line to do there business and left there toilet paper all over but i guess its the home owners job to pick up there number 2 paper also. I'v worked construction for years in Nashville and i have never seen such a unprofessional job trash and number 2 paper being left for the home owner to pick up is ridiculous and absolutely uncalled for. and then having to call and call and send picture just to get the items that are suppose to be with my pool that i paid for in full already. I'm leaving pictures so future customers will know what to expected during and...