Pool-Spa-SuppliesReviews 106

I purchased a replacement circulation pump from this company. It worked intermittently for a little over a week and then just died. They don't answer phone calls. I left messages, emailed them, filled out their contact request form online, etc. My wife got lucky once on calling and got a human. They sent an email with a link to their warranty request form. I filled it out and heard nothing.
After a few days I even sent a query via email to the person who sent me the link. Again, crickets.
Coming up on two months with my spa down thanks to these folks.

Ordered a new spa pak and topside control, had it installed. Immediately on start up topside was flashing 3 lights and was not heating. I was told that the circuit board in Pak was not telling heater to turn on and needed a new Pak to fix. Sent an email to Pool Spa Supply for a return authorization and the next day there tech called me and had me check different options which I did, and everything he told me did not fix anything, he told me to make sure no air was in line and call him back which I did but he was busy and would call me back which never happened. I called them back left messages, sent several emails and so far have not received any response. If they do call back and replace the pak I will change my review
Update they did call back and I talked to Ken who was very nice and he informed me they would be shipping me a new pak, i will update when new pack arrives
Spa pak was replaced and works great

I ordered my replacement circuit board on Monday October 6th and it arrived Thursday October 9th. Packaged well, delivered quickly and so far so good. I also have to make special mention of Doug the owner, who spoke to me on the phone, helped me decide on the right product and even called the company who built my spa, and made sure I had all the right parts. He even texted with me.
He was very helpful so don't be fooled by the reviews from 2020, (which I did mention to him) as we all know, it was hard on all manufacturers, supply folks and customers. But in some cases people are writing reviews just to complain, I'm here to give praise. Thank you for your help.

I ordered a 115v circulation pump for my hot tub in August 18,2021. It came on time, but when installed it never even came on. I tested it by plugging it into a wall oulet also and still wouldn't run. I emailed the warranty/ refund and got an auto reply response. I have called both numbers listed on the website once a day for over 2 weeks and every other day for 2 weeks. I always get same response of everyone is busy please leave a voicemail. I leave the voicemail and still no response. It is now Oct. 1st and still no response.

I ordered a simple saddle clamp on 9/9/21. Listed as in stock. As of 9/25/21 i have not received yet they instantly charged my credit card. I called, emailed and no response. I wish i had read these reviews before i ordered from this company.

I received a different part that was pictured online and made them aware. They asked to send pictures of the item and the box. Not only did I send pictures of the item, I sent a picture of what I ordered directly from their site, and told them that "this is what I ordered". I received no reply after that, and have requested a refund and the ability to return. I have heard nothing but crickets. I do not recommend ordering from this place. You will be disappointed. Picture on the left is what I should have received, and picture on the right is what I got.

Order a part for spa on 11/17/20. Got an email saying it was delayed do to manufacture( balboa). Completely understand. Followed up on status ever so often and got a response. Now it's 9/16/21. Still no part and can't get response back.

I ordered a circulation pump and they shipped it very promptly and answered my question immediately. I am very pleased with the product and I saved a few hundred dollars. Excellent!

They took my money marked my order complete but i never got my pump it took 3 emails for them to respond and blame covid then had me think i could get pump with in month when pump did not ship again i had to contact them they then suggested a different pump and said it would match but then stated it was back ordered and it would be another month. I finally got smart and got my money back DO NOT ORDER FROM PSS they will blame covid for their inability to communicate just bad

Received an part from them hydrothermix heat jacket. Product fail after one week of use, cracks in plastic. Call sent pictures and video of failure, to returned item was told i would need to pay for shipping item back. Did as instructed received new unit. This unit failed in the exact same way, emailed pics and video to Kenneth Allison. He called and accused me of send a used unit, it was their label back. He agreed that both units were defective, but was rude and hung up on me.

I sent them both pictures and videos of both units, and showed the structural defects. Kenneth agree that both were defective, but was rude. I know they have competitive pricing, but not worth getting seconds and poor customer service

I have left multiple messages phone and email talked to a person was told he would get back to me about a purchase I made and that was it for the support I will not conduct business with them again take this as a warning

Ordered a part, they charged me and did not answer any further e-mail or voice messages. I finally e-mailed stating I would contact PayPal in 24 hours if they did not respond and they canceled the order within 5 minutes. I suspect that was to prevent a chargeback and preserve their PayPal merchant account so they can scam others

On May 6 th, I ordered a control panel for my spa. As of today, May 25th, no part has been sent. I had emailed them and called. I had to leave a message asking to send me the part or refund my money. No call, no part, no refund. Next step will be notifying the BBB.

Ordered Jacuzzi part from them nearly 3 weeks ago and shipped a week and a half later. Used USPS tracking and cannot get update 10 days after order shipped. Won't answer or return calls and email replies keep insisting order will arrive. Will never buy anything from them again and would urge others to avoid as well.

I placed an order for Spa Builders - AP-4 Control, 240V, 5.5KW Heater & Time Clock - 3-70-0469 on 5/17/21 for $494.80. On 5/21/21 they send an email stating "Hello! Unfortunately, this part is on backorder with no known date of when it will be available due to factory closures related to the pandemic. We sincerely apologize for any inconvenience and have refunded your order. Sincerely, Katrina, PSS". I went to the website and it shows in stock for $650.65 and they also state prices include tax which they do NOT! I'll be filing a complaint with the BBB shortly. Stay away from this company.

I placed an order on 04/24 with 2 day shipping. Was charged but received no response to followup inquiries about the order or shipment date. They still have time to process payments and advertise on google but not to give paying customers an update. I left multiple cordial voicemails and sent multiple emails. I filed a chargeback on my credit card. Dont believe anything on their site about shipment times or customer service.

I ordered a Gecko spa control 2-weeks ago. The hot tub is used for a medical condition. When I left a message to cancell the order and request a refund, they do not attempt to get back to me. When i go to their website to track my order ( #*******) their website says "You have placed no orders." Many other spa suppliers have my control unit in stock, and i want my money back so I can put the hot tub back in service.