Pride Pools & Spas

DO NOT SIGN A CONTRACT WITHOUT HAVING YOUR LAWYER ADD STIPULATIONS TO IT. THE OWNER HAS A CLAUSE THAT PRTOCETS THE COMPANY FROM ANYTHING THAT ANYONE YOU DEAL WITH DOES OR SAYS!! A LOT OF COMPANYS DOING THIS TODAY. LOST OUR CASE IN COURT EVEN THOUGH WE PROVED THEY MINIPULATED THE ENTIRE PROCESS FROM START TO FININSH AND DID NOT GIVE US PRICE OF AN ADD ON HEATER TILL FINAL BILL ARRIVED. WE ASKED FROM MAY 2023 TO APRIL 2024 FOR EXACT PRICING AND NEVER GOT IT! ALSO TWO EMPLOYEES BOTH LIED ON THE STAND WHEN ASKED QUESTIONS.

If I could give them zero stars, I would. This company has some of the poorest customer service I've experienced in a long time. They don't call you back despite saying they will. You must continuously call them. They don't want to hear the customer frustrations, they simply make every excuse as to why "you're being unreasonable". They continuously cut you off when you're speaking. I can go on and on, but I think the point about their customer service is made. Our specific issues began when we purchased a pool from them in May and were told it would be installed by the end of July but that they couldn't give an exact date yet until it was in their system. I called back a week later and was told the date would be July 21st. I called again in late May to make sure everything was still on track for July due to the amount of rain we have had and was told that, yes, everything was still on track for July. Around the last week of June I called again to make sure everything was still on track and to see if I could get a time they would arrive on the 21st. I was told everything was on track but that they didn't give an exact time until the week of the install. I called again on the 10th of July (approximately 1 week before the scheduled install) and was told they would call me back by the end of the day. An hour before closing, I still had not received a call so I called them back and was told the lady had left for the day and would have to call me on Monday (13th of July). I waited until noon on the 13th of July and still had not received a call so I called them only to be told that our pool hadn't come in yet and they'd been having troubles getting pools in. I said they had until the 21st for us to have a pool or a refund and she said okay. I called back today to ask the status of the pool and was informed that they only recently started getting pools in again after a little over two months of not getting any in. She thought they "might" get ours in by the 31st of July but that it would be at least 2 1/2 weeks after that before the pool would be installed due to their backlog. I said at this point I want a refund then because we have been lied to through this entire process. She then informs me that "that's fine, but there will be a 15% restocking fee". This is not acceptable when the company has lied to us and demonstrated exceptionally poor customer service practices since day 1. We are not cancelling the order due to a change in date, we are cancelling the order due to the lies! Additionally, upon review of the contract, it states that "if for any reason that the swimming pool can not be installed and we Pride Pools are not notified in advance before the installers arrive not only will there by the above fee there will also be a restocking fee of 20% for the swimming pool, liner and if anything else has been special ordered." NO WHERE does the contract state there is a restocking fee if they haven't received the stock and, per Kelly on my conversation today, they still have not received the stock. In addition, it states that the fee is if you don't call in advanced and the installers arrive... UPDATE: I was called by Kelly and informed that they would "make a deal with me", if I would delete my Yelp review they would refund my money in full. I informed her that I don't like bullies and know my rights as a consumer and that they would refund my money in full or I would get an attorney involved and they would end up paying more to me and the attorney than I paid for the pool. She then said that she is not trying to bully me into doing anything and that they would refund my money in full and were simply asking that I delete the review. She told me I must go in to the store tomorrow for them to refund the money to my card. We shall see how that goes. FINAL UPDATE: I drove to their store today as requested to get my refund. When I got there, I was told for an associate that I would have to wait for her manager to arrive and that they would be there in about 5 minutes. 10 minutes later, the manager arrived and they tried, again, to say there would be fees for the refund. I told them they could refund my money in full or they would hear from my attorney. The store manager then decided to get argumentative with me trying to goad me into being confrontational by acting like I was getting loud with her until I informed her I was recording the entire encounter. She then changed her tune and told me she would have to contact someone for approval. She made a quiet phone call that neither I nor my recording device could pick up and then said that she was told to refund my money in full. Overall, this company is overpriced, deceptive, and unethical in their practices. Don't waste your time or money with them!

The final offer from Pride was that they would pay half of the 2,000 dollars to fix the problem. I could not accept that because the problem was identified within the warranty period. I felt that I had paid for a Kool deck that would last several years not 6 months. I contacted the BBB and that was a waste of time. Pride played me just enough to get me out of the warranty period which I thought was pretty slick. This is really a shame because the rest of the pool is wonderful. If they had fixed this one issue I would have remained a loyal customer for life. I guess their reputation is not worth the 2k it would have cost to fix the problem.

Overall excellent but encountered a few delays along the way

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There was a delay in getting the new liner installed because the liner came in from the manufacturer 4' too short.
Pride Pool had taken the measurements correctly, so it was not their fault. After the discovery of the liner being too short,
we had a perfect new liner installed within 8 days.
Installers were professional, friendly and cleaned up everything nicely. 2 very nice young men.

Went perfectly.

Six months after installation, the yard washed out exposing the exterior side of the pool (which was supposed to be buried in the ground). The deck began to crack all over--clumps of the sides fell into the pool. Also, the deck wasn't laid evenly and now creates a pooling effect by the back door. I contacted Pride Pools and it was explained that the washing out was a and quot;landscapingand quot; issue that they did not create nor was their responsibility. They further stated the concrete cracking was a and quot;naturaland quot; process. Not after 6 months!
Over the past four months, I have only been able to get them to fill in the dirt that washed out. They have been completely unresponsive and denied responsibility for their faulty work. I've filed a complaint with the BBB which was pointless. I am now filing a civil lawsuit against them to at least fix the concrete. I am shocked that this company has such a stellar reputation within the local community considering their total lack of professionalism.
Installing a pool is a huge investment and as customer, you deserve the best company to do to the

job. This isn't the one for you.

They are a great company. The owner takes part in installing and he comes and checks a lot. He's a pretty nice guy.

The home we live in is a rental, it has a soft sided hot tub that the previous tenants had not taken care of. My husband and I know nothing about them and had questions as to how to even know if it is working properly. They answered all of our questions and even tried to hunt down a lid for the tub (the model is no longer made).Very nice group of people. We had two or three people giving us advise on how to clean and get the tub in working order.

The salesperson was very knowledgable about the product and was able to give me a price that was within my budget. She explained all about how to take care of my pool water and how important it is to keep my water balanced. The pool was installed in one day. The installers were on time and did a great job. I was so impressed with the way they cleaned up. They were very thorough and seemed to take pride in their work. The pool looks beautiful!

It was a class act from the first phone call to the time they finished my pool.

They did a great job with the install of my above ground pool. Melissa was awesome to work with and she helped me with everything throughout the whole process.

My condo association has a contract with Pride Pools and Spas.

They saved me a lot of money by letting my husband dig up so that he could find the leak. They saved me some money by not taking too long to do the job. The pool works now.