Pool & Spa Depot — Local services in Clarksville

I would strongly advised to take your business elsewhere and spend a little extra if needed. The only bright spot was Katie in sales. I had my pool installed in September 2022. After about 3 times of rescheduling the install date they finally showed up. This is after I had to switch up work schedules and PTO days of my own for the first three. The first install date I had to call in the evening to see if they were still coming just so they could tell me they were stuck on another job. It was understandable the first time, not the next two. So the pool gets installed, not to mention it did not get placed deep enough after I gave the lead guy on the crew a specific drawing and instructions. Bam, here ya go and the crew takes off. So filling the pool by instructions took a couple weeks, but it is full. Of course it is a mud pit around and cold, so no swimming, but once full I could reach over into the water and then I begin to feel spots along the liner that feels like braille almost. I am not an expert but I assume it is where they did not sweep the walls or drug the liner through the dirt before placement. I call the shop, they acted like it was no big deal, nothing to worry about that it may fall down or go away. Fast forward to April 2023, I begin to open the pool. Pool is open still too cold to swim, but I can still feel the spots on the liner. Around end of April, first of May I finally get in the pool. It is worse than I thought. ALL AROUND the pool it feels like braille, and some spots feel like a small pebble. There are spots on the bottom of the pool, like a divot that my foot fits in. I go to the actual store to get chemicals and make a service appointment so a tech will come out. (Had to reschedule that a couple of times, due to one person telling me one thing and another telling me another.)The tech arrives, and agrees with everything I was saying and takes pictures the best he can since it is under water on the liner. The technician's report is then e-mailed to me later that evening and I posed the question: How long is my warranty, will it be extended, will you replace the liner? Replied back with, I am going to speak to my managers and get back with you. Week goes by, no response, I tried e-mailing again, crickets. Another week goes by, no response, crickets, I tried e-mailing and calling. I finally went to the store and asked to speak with the manager, she was on the phone and told the person she would call me back, so I left, I then get home to finally get an e-mail saying and I quote. "After speaking with my managers, the warranty will not get extended. If there is an issue due to where the bumps are that would be covered under warranty. But if something was to put a hole in that area of the liner like a tree branch or something sharp then it wouldn't be cover under warranty." Just so everyone is aware. MY warranty is a year from install date. September 2022 to September 2023. Really 5/6 months of actual use. I really did not expect them to replace my liner, though it would be ideal, but I thought they would have at least have the decency to extend my warranty and BACK their product and their bang up install job. Either way it sucks to invest this amount of money to people that take no pride in customer satisfaction.

REPLY TO RESPONSE TO OWNER:

I would like to set up something towards the end of season to have you check the liner and walls. Only questions I have will this be done free of charge, if there is an issue will you fix it free of charge, and if you put the liner back will there be some kind of extra warranty incase my liner pops back out of the track after you put it back. Who do I need to contact to get...

I've had a so-so experience with Pool & Spa Depot of Clarksville so far. I can't say that they've done anything wrong, but the place comes off as more of a turn-key pool sales place where you can go there knowing very little about the process and leave there with a good feeling about how/what/when things will happen. A lot of questions could have been answered if someone would have come out and taken a look at my yard. I don't think that's a big request for the money that was spent.

Sales process - Jason did a good job of explaining options with different pools, things to add on during the install and things that could wait. Not a bad experience and pricing on their side was upfront.

The price for the other stuff they don't coordinate - especially having a pool wired & bonded - was understated. I figured out why when I got estimates. They also don't deal with the permit process, so that'll be your job as well. It isn't hard to get one but all the liability is in your lap instead of theirs, which may or may not be okay with you considering what you're spending at their store. They'll tell you that people install w/o permits all the time, which I'm sure is true, but think that over if you're selling soon, will need a VA inspection to sell, or are going to tell your insurance company that you have a pool.

My only disappointment in the sales process was the lack of assistance in planning the project. This was my first pool whereas they've sold and installed quite a few over the years. Figuring out the details based on your yard size, slope, etc., will be on you. Not saying that it's their decision to make, but it seems like something in this price range would warrant a quick visit to the property to make sure expectations are in line with reality. I've had much smaller and cheaper things done to a house and someone has come out to take a look first.

Waiting for install - Z-E-R-O communication as to where I was at in line unless I called them, and most of the time I had to follow up with another call or come by the store and get someone to pull up the schedule. This wouldn't be an issue if they were coordinating the whole project from start to finish since scheduling electric and landscaping would be on them. There are also some questions your electrician and landscaper will have for you that you'll need more details for than you'll leave the store with. A lot of these could be answered if someone came out to look at the property or at least had pictures of similar projects that they've done.

Something suspect is the number of recent posts I'm seeing of same week sales & installations on here. Makes me wonder if it would've gone faster had I blown them up on social media...which I think is shallow, but I guess I should've given it a shot.

Construction - Nick and his crew did a great job. We were delayed due to a layer sandstone that required extra equipment but he got the rental lined up and finished two business days later. No telling what you'll run into a few feet under your yard, so pencil in some money for the unforeseen. The only issue I have is the pump/filter assembly leaking at a fitting when I primed it for startup, so opening the pool will be on hold. Hopefully that'll get...

Last Fathers Day (2021) my wonderful wife decided to get me a hot tub. The sales rep said the one we wanted would not be in stock until Oct 2021, we asked for and we’re denied the floor model at that time. The beginning of Nov 2021 I called and asked about the non- delivery in October of our long awaited hot tub, just to be told it would not be available until around January, this was discussed with my wife and we agreed to wait, they did at that time offer a refund, but since it was only another 2 months after already waiting over 6 months, we decided to just wait it out. Well January came and went so I called and talked to the manager who told me the sales person I was working with was no longer employed and apologized for nobody contacting us to let us know it would be delayed again! This time it would be available in May 2022. June came, and I called in again to discuss our paid in full for a full 12 months now hot tub. The nice young lady said, oh yes, when would you like it delivered Mr Hunt? I was confused on why nobody contacted me to let me know the hot tub was in stock again, but set up a delivery day and time. A happy customer again, but the day of delivery comes and they show up with a year old damaged floor model ( the one we would have originally taken) but is now damaged inside and out and was minus a cover because it was broken during the year long wait! I was furious and called the manager Adam, who acted dumb about it and said he thought we agreed to take the floor model since the manufacturer no longer makes the model we paid for a year ago as a brand new hot tub, basically blaming communication issues. I then asked what they were going to do about this since we patiently waited 12 months for a new in box, because they would not originally deliver the at the time new floor model. I was then told for an additional $2500 ( already paid $4400) that I could have a similar one delivered! $2500 more! I told Adam they should eat the cost since it was them that didn’t fulfill their promises. Adam said he had to talk to the DM about it. Adam gave me dates he would be in communication with highest, and each date that passed I had to initiate communication back, I was never contacted by them. The final deal was take the floor model “as is” or pay the extra $2500! Wow what a terrible terrible terrible experience with this company! I would never in a million years recommend this company to anyone! If you do go to them, DO NOT pay for your hot tub if it is not in stock, or maybe a year later they will ask you for additional funds! I would give zero stars if it were an option!

Response to owner response: I was only offered a refund when I asked for one. The whole ordeal you put us through for over a year, telling us “just another month or two” was all BS, you NEVER initiated contact with us, we always had to inquire, POOR POOR POOR Customer Service!!

Also to anyone reading these reviews, check the complaints section of the BBB! Do not waste your time on this unprofessional company. Check the...