Hansen's Pool & Spa — Local services in Village of Somers

If I Could Leave Less Than 1 Star I Would

I am writing to share my extremely disappointing experience with Hansen's Pools. We purchased a pool from them, and it has been nothing but a nightmare from the start. The main issue is that the filter system they installed was broken, rendering our pool unusable for most of the time we've had it.

From the beginning, there were numerous issues:

Misleading Quotes: When we discussed our pool purchase, several expensive items were removed from our original quote without notifying us. This level of dishonesty is unacceptable. As someone with years of experience in sales, I would never alter a quote so significantly without discussing it with the client.

Installation Delays: We were told that our pool could be installed in time for us to enjoy it this summer, which was a major factor in our decision to proceed. However, after signing the papers, we were informed that installation wouldn’t occur until the end of August. The installation itself was further delayed, and we had to follow up multiple times just to get the pool installed.

Faulty Equipment: The filter system was broken upon installation, causing severe algae issues and making the pool unusable. Despite reporting this problem, it was not addressed in a timely manner. We had to purchase additional chemicals and spent a significant amount of money trying to fix an issue that should have been resolved by Hansen's Pools.

Poor Customer Service: After several frustrating interactions, including being offered a small bottle of shock as compensation for the missing items and faulty equipment, we were insulted with a $50 discount offer. This does not come close to compensating for the inconvenience and additional costs we incurred.

Unfulfilled Promises: The company promised to take care of the pool closing but later charged us without prior discussion, leading us to believe it would be handled as a goodwill gesture. Their communication has been poor, and their responses have been unsatisfactory.

Despite spending nearly $6000, we swam in our pool only five times due to these issues. Hansen’s Pools came out to fix the filter, but the problem was not properly resolved. Now, they want to charge us for further inspections and repairs. According to their latest message, They offered to come out for an inspection at a standard service rate of $195 per hour plus tax for the first hour, $65 per 30 minutes thereafter, and additional costs for any parts needed. If deemed warranty-related, the rate would be prorated to $50 per hour plus tax, with a refund issued for the difference, but winter and freeze damage are not covered. This approach is unacceptable given that the initial problems were never adequately addressed.

I strongly urge potential customers to be cautious when dealing with Hansen's Pools. Our experience has been anything but fun and exciting. If you are looking for reliable service and quality products, look elsewhere. We are taking further steps by contacting the Better Business Bureau and warning others in the home improvement and construction industry about this ordeal.

Save yourself the stress and money—choose a different...

The only part of the pool buying experience that was smooth was the money aspect - of course that was flawless. We ordered in September.

Fast forward to March, the pool was delivered and sat in our garage for 2 months. When the "coordinator" finally got ahold of me, she had the excavator come out the next day (I had to take off work). Rain. Canceled. No call or text to notify me or to reschedule. I called and left a message, and I sent a text. The coordinator got back to me a week later and said the excavator will be there tomorrow (take off work again). I see there are storms in the forecast the next day and the excavator says we'll play it by ear. Fine. He comes, does the excavation and tells me Hansen's usually installs within a week of excavating. He leaves, it STORMS.

A week goes by, and I call the coordinator again. They're busy, it's been raining, blah, blah, blah - totally understandable - you can't control the weather BUT you CAN communicate to your customers what's happening. She says she'll get back to me in a couple days with an install date.

Three. Weeks. Later. My backyard is now a mud and sand pit and so is the first floor of my home because we have dogs. I call and all of a sudden, they have an opening tomorrow (take off work again).

Installers come, nice enough guys, hard-working, cleaned up really well. While installing, it started STORMING and they were told by "the office" to continue the job. These guys were DRENCHED and ended up coming back the next day. When they return, the lead installer asked us when the water was being delivered. Delivered? We weren't given the option AT THE TIME OF PURCHASE to add trucks of water to our order, so we ended up filling our pool with two hoses - which by the way, she told us (and that's on me, I should've researched myself, but she seemed REALLY confident) would be waived by the water utility in Caledonia for "first-time pool owners" (which we are).

The pool is set up, the installers leave, and we start filling. Once the pool is full, I realize I have no idea how to operate the filter/pump. Then I remember the "first-time pool owners" workshops that Hansen's holds - I inquire - they don't do that. Oh. OK, YouTube it is.

I get the filter/pump situated and then I notice a leak at the return jet and left a message with the coordinator. No response. A few days later, I leave another message. No response. We decide to take a water sample to the store for testing. While we're there we talk with the salesperson about the leak, and she doesn't see anything in the system about it so opens a work request. I won't even get into the water sample and the amount of unnecessary chemicals they wanted to sell us.

3 more weeks and several texts and messages later, still no response. During the 4th week, the coordinator calls and says someone will be out tomorrow to look at the leak (take off work again). He comes out, fixes it and says it's a common problem.

Great! Let's go swimming! Get in, the bottom is lumpy and the liner is wrinkled everywhere. Throws hand in the air I give up.

I will NEVER recommend this...

I have been a customer of Hansen Pool and Spa for over 25 years now so I struggle writing this review but something or someone inside the organization has has taken a real turn for the worse. We were replacing an old pool with the same size and refurbishing our existing deck. Let me start by saying the installation crew was super helpful, professional, courteous and all around top notch! This is where the positive ends!

I bought and took possession of the pool last fall including installation. At the time of sale we explained to the sales person and installation person we had a deep end in our existing pool and wanted to know what extra charges if any we would incur because they did not install pools with deep ends anymore, we even sent them pictures. We asked on several occasions for someone to come out and take a look so we could budget for it. She kept telling us it would be no problem!

Spring came and the excavator came out and said oh this will be an additional $3500 the complete, you will need 2 truck loads of fill! He showed up on the day after the heaviest rainfall of the season. He dumped the two loads of fill on the road next to the lot and brought it all to the pool site leaving 10 to 12" ruts in our lawn. He apparently miscalculated and bought almost 1/2 of the load he dropped back the the street to be removed which did not do our lawn any favors. In the process he hit and broke off a piece of our deck frame with his machine.

During the pool setup we pointed out to the installation supervisor the damage to the deck. She asked us several time to please sign of on the installation. After signing off we texted the owner and told her we would let her know if there would be any additional charges on the deck refurbished caused by the damage. (My fault for trusting someone) She responded within a minute stating she would not be responsible for any damage that she checked with her crew and no one saw or caused any damage and that the supervisor did not recall us saying anything to her! Now that's pretty amazing that she was able to talk to a 5 man crew, a supervisor, and the excavation crew all within one minute! That''s pretty remarkable!

After inspection the excavator came back to back fill around the pool but never back filled by the deck frame. We called and told the owner what happened and she said he wasn't going to back fill by the deck frame. I didn't realize that back filling around the pool only meant the parts easy to get at! The excavator did come come back to fill the ruts but it was not pretty!

The landscaper we hired came out and took one look at the site and said WOW, I have finished up around quite a few pool installations but by far this was the worst one he has ever seen!!

My advise to anyone wanting to use Hansen's be prepared for the worst they are a very unprofessional, irresponsible, and unreliable organization! We will no longer use...