Hot Springs Pools & Spas — Local services in Greenville

Hot springs will do a good job selling you on their product/service but that is where it ends. Their project manager Dave does not communicate and customer service is just about non existent. The whole process was very frustrating but we convinced ourselves it would be worth it in the end when we had our finished pool. Our pool was finished the end of June/beginning of July and has needed warranty work since it was completed. The vermiculite bottom has been soft since completion. Many spots feel like play doh. It still hasn’t solidified in many spots. This has left many foot prints and large indentations throughout the bottom of the pool. Durring construction we told them about a leak In a return. We frequently get water behind the liner in that area. Our returns consistently have fizz (air) coming out of them. We have jagged piece of metal from the steps poking into the liner. We have not been able to get any real resolution on these issues although we have sent many emails to Robbie and Dave. The only time they contacted us was when they thought we were holding up final payment, which was proven to be an error on their end. They said the only way to take care of these issues would be to remove the liner. They wanted to do it immediately so we would release payment. This was a strong arm tactic (admitted in an email by Dave) to get us to pay. We let them know they would not be ripping up our pool for an unknown amount of time until later in the year. We contacted the bank to make sure they got paid regardless of what they did, because that’s what we agreed to do and already thought they had their payment. They never even told us there was an issue until we called them out. None of these issues are horrible and unfixable. Things go wrong with brand new construction. The problem is, as soon as they realize they were paid and we weren’t holding anything up, they stopped their communication. 3 emails now to Robbie and all have been ignored. He was the one person that helped get the pool complete in the end, and now he has gone silent. They just don’t care at all about their customers. I’ve heard some ok things about them, but it has been with their commercial division and more expensive pools. If you are building a normal pool, I would strongly recommend looking elsewhere. We have many friends that have had some wonderful experiences with other builders (B and B, Splash, Aqua Blue....) hope this helps some folks out there. For us, sounds like we will need to spend the money on having another builder fix our pool....

Edit and response to the owners response: unfortunately, no this was not a mis understanding. Robbie did not reach out to my husband prior to this review. It was shortly after. We figured this review was the reason he called. He did agree they would send someone out after the season to fix the soft spots and divots and address the other issues. The time came, we drained our pool. The same crew that did our bottom poorly came out. I watched as they Peeled back a very small portion of the liner. Talked to my husband on the phone. They told him the soft spots are totally normal and people really shouldn’t be jumping in the pool from the sides ore walking on the slanted edge which is rediculious. They left before my husband could get home without doing anything Robbie said would be done. This was on a Friday afternoon. Grady (the only employee at HS that seems to care) came out on Saturday to look, but by then, the pool needed to be filled back up. He tried to make us feel better saying that the pool would work fine, but had a hard time explaining why they didn’t fix the divots like they agreed to do. We had asked several times for people to come out and look at the issues before we drained the pool. If HS was not going to address the issues and felt a moldable bottom was their quality, they did not have to have us drain the pool and spend a few hundred dollars on a refill. They never even came back to pull the vac out of the liner. We had to do that ourselves. ...

Buyer Beware. My wife and I went with Hot Springs to install a small saltwater inground pool. The sales man, Stuart came out to our house to walked us through everything. About three weeks later, they broke ground. From that moment on, every single step of the process there were mistakes and no communication. We were lied to by the salesman who told us they use all of their own employees yet not a single step of the process was NOT done by subcontractors. We constantly had different people at our house. The project manager is clearly new with his job and has no idea how to manage a project not does he have the slightest communication skills with customers. To start off, they dug the hole incorrectly which required the fence to come back down and the backhoe to re-dig. Now comes the pool installation. They ordered the wrong skimmer wall, and nobody mentioned anything until we saw it. After some complaining, they made it right. Next came the swim out/seat area. It was very crooked but no one noticed until after the concrete was poured. After they rented a jackhammer and some other equipment, they replaced the swim out. Next came the liner, the liner we ordered was mysteriously no longer available so we had to re-choose. Then came pouring the concrete. Before the liner was even in place, there were three cracks in the concrete that spanned the entire width of the pool deck. After only 2 weeks. After complaining, we were told this was “normal” and that all concrete cracks. So...the liner gets installed and we fill the pool with water. And guess what happened? The pool is leaking water almost as fast as we were putting it in. They sent out some sketchy pool installer that had a truck which poured oil all over our driveway. The repair man was holding his breath and going under the water to attempt to fix the leak. Not kidding. Obviously this did not work and eventually a professional team came out in full scuba gear and identified a leak. The light in the pool was installed so incorrectly that it was losing about 200 gallons of water per day. So they fixed it but that wasn’t the only problem. We’re still losing water. So they came back out and started patching our brand new liner. fast forward 6 months and we still have not had a pool that is holding water. We have to run the hose in the pool for 45 minutes to an hour every other day! This is diluting the watering causing us to constantly add salt and chemicals. Their latest move was bringing out a rep from the liner company. The rep said the leak in the liner was due to some holes and not a defect in the liner. Keep in mind we have been in the pool about eight times total and my wife and I are 40 years old to know how to take care of our belongings. The pool company is now saying they will replace the liner but is expecting us to pay for the labor! Pretty pathetic.This is where we stand, thankfully we still owe a small balance which we do not plan on paying until this is resolved. I would highly recommend shopping around and not using Hot Springs. There are only two or three employees and the rest are sketchy subcontractors that have little or no concern about your pool or your home. Cigarette butts left all over the place, nails and screws constantly being found, and all of the garbage sat in a big pile in our yard for two...

Review Amendment: Moments after posting this review I was contacted by Nate. He let me know that Watkins, the hot tub manufacturer, had contacted them and would be willing to exchange our current hot tub for a new one. The new one should arrive in 6-8 weeks. It will be the same model and color combo as the one we currently have that is malfunctioning. It is a relief to see that they care about the quality of their product, as well as customer satisfaction. Many thanks to Nate and Watkins.

Buyer beware. I had great response in the past for pool service so I decided to purchase a hot tub from Hot Springs - big mistake. I purchased it in December - install in February and it has really been a big nightmare ever since. Every water exchange - including the initial fill, has required a service call that involves taking off the panel and loosening pipes to de-air the system. I know that air locks can be a problem, but I shouldn't have to have a service call every three months. I called Hot Springs on 6/21/25 during working hours and was put through to Stuart - the general manager - I left a detailed message at that time and he has never called me back. I also left a message for the spa department on 6/21/25 as well. I then called back on 6/23/25 and eventually spoke with both Anthony and Nate. I was told by both that this was not a warranty issue - mind you no one offered to come out and trouble shoot the hot tub. I was told by Nate that he would contact the manufacturer and get back to me. It has now been 7 days and I have not heard a word from anyone. The latest water exchange left me with half of the tub not working at all. In a unit that isn't even 6 months old, and has been used for less than 4 months, this is totally unacceptable. I suspect this model is a "lemon" and I am stuck with a several thousand dollar yard ornament according to Hot Springs. ...