Performance Pool & Spa

We recently purchased a hot tub from PPS. We got it up and running and it was great for a few weeks. Using it only 4-5 times with our two daughters. Then the hot tub started to lose water (about a foot in a week and a half) so we called the service department. I am new to owning a spa and do not know what I am doing when it comes to maintenance, but I am trying my best to learn. That being said, I asked several times to be there when the service technician came out. I wanted to be there so that I could understand what was going wrong and how to fix it in the future - if able. Especially since it cost me almost $200 just for the service department to come out and look at the spa. My initial call to the service department was on a Monday. When I hadn’t heard back from them about scheduling by Wednesday I made a follow up call. I was contacted on Wednesday via text message and told they would try to be out to our house the following morning (Thursday). I said that wouldn’t work for me as I would be out of the house until the afternoon and I would like to be there when they come. I then asked if they could come out in the afternoon on Thursday or anytime on Friday. I was told they don’t offer service time requests, they come when they are in the area. I replied that I was a paying customer, who is asking to be there when they come out because I want to know what is going on with our very expensive brand new spa and what to do to fix it. I made it VERY clear that I wanted to be there when the service technician came out and that I wanted a heads up as to about when they would be there - to ensure that I would be home. They came out with zero warning. No phone call, no text message, no email. No heads up. After I said several times to please let me know so I can be sure to be there. Now I have NO idea how to fix this issue if it comes up again and will have to pay another $200 for them to come out and tighten a valve of some sort. When I called to speak to the manager of customer service department Jesse Peterson called me back. The same person I spoke to earlier in the week and the same person who texted me the day before. He was EXTREMELY rude and defensive- because he knew I had asked several times to be there and for a heads up before the technician came out. (Which is standard procedure for most companies!) However I received no warning as to when someone would come out and therefore missed the technician and thus missing the opportunity to understand what was going wrong with our spa. He tried to blame me for not being there, he said it wasn’t a big deal and that the issue with the spa shouldn’t happen again. I was very upset that I was given no warning and said I would have to leave a negative review to which he became extremely defensive and clearly upset with me. I’m still not sure if he is a manager or not, but the lack of communication and the aggression he showed me over the phone shows a total lack of customer service on his part.

they came out on 6/5/2020 had a problem with spa breaker tripping he unplugged pump 1 & spa works, so pump one is bad he took pictures of all the numbers on the bad pump total time here was 8 minutes i told him please please get back to me with a price. never heard from again till today 6/22/2020 my c.c. got wacked for $149.00 usd never again

I called Performance Pool to see availability & price to re-rope my auto cover on my pool. Justin told me it was $799. I said that was more than what I've paid the past 16 years with other pool companies. I've had to re-rope my auto cover at least 10 times. I decided to give this company a try, he said he needed a credit card to schedule an appointment. They came out 6/5/18 and serviced my pool. I received the bill from Performance Pool on 6/15/18, shocked to see the total of $999, which was $200 more than the agreed amount. On 6/16/18 Justin and I spoked, I inquired what the $200 extra charge of Sewing Labor was for as the agreed amount was $799. I've had this done over 10 times and no other company has charged a Sewing Labor. I never approved this charge, nor would I. Justin said if I was home they could of asked me, I told him I was home and went out to talk to the service person twice. We had two discussions, I even told him if he needs me I am in the house. The agreed price was $799 to re-rope my Auto Cover and happy to pay that price, but the extra charge of $200 for sewing labor was not disclosed or agreed on. He then repeatedly threatened me that he will come to my house and take my ropes out and charge me a $180 service charge. I responded by telling him it's illegal to trespass on my property. Also, it makes no sense for him to be losing money since the ropes could not be reused on another pool. Again, I reiterated I'm more than happy to pay the agreed amount of $799, but not the additional $200. 1) I made myself available to the Service Tech, he could've made direct contact with me and asked for my approval but he didn't. 2) In my mind, it's customary to contact owner and approve additional charges as it is my right to approve or disapprove additional charges. 3) Performance Pool was not there any longer than any other pool company who has re-roped. 4) It was very unprofessional of them to threaten to come to my property and rip out my ropes just because I objected to a charge that wasn't disclosed or approved. 5) I'm happy to pay the agreed amount of $799, but I am disputing the extra $200 that was never disclosed nor approved by me. 6) They take your credit card and charge what they want and then you dispute the charge you are threaten!

Terrible experience. Worst service received from any Minnesota company - and that goes for pre-purchase, in the store, and even after sale. Do not go to Performance Pool if you can avoid it. Here is why: We have an above-ground pool in Jordan, Minnesota, and were interested in buying a pool treatment system that would maintain water quality and sanitation, as well as limit algae growth. We confirmed with Performance that they carried the system we wanted before driving the 40 minutes there from Jordan. They assembled the components, and twice we asked "Is this all we will need?", to which they replied "Yes. That's all. You have everything you'll need." We got home to learn they had only sold us pool sanitizers and the like but had not even given us the necessary dispenser for everything - the key component - meaning we'd spent $200 for nothing and wasted our time with a 1hr and 20 minute roundtrip. We called them back, and after an exchange, they promised on Monday, July 3, that they would order what we in fact had needed in the first place, and that it would be in on Wednesday, July 5. They would call us on Wednesday, they said. We received no phone call on Wed, or on any other day from them. When we called them yesterday, Saturday, they had not even ordered the promised dispenser at all. In asking why they never called us, they claim to have ordered the wrong part as though that explained why they didn't bother even to tell us that. Totally non-responsive. We drove the 40 minutes back there again just yesterday to return everything, given the lack of customer service or concern. The treatment in the store at that time was even worse, if you could imagine. The salesperson(Ted) told us to "Just order it from Amazon", after expressing a high degree of indifference to the service we'd received and the time they had wasted. He could not have had a more sarcastic tone. The manager (Jack) was standing right there when the salesperson sarcastically told us to order from somewhere else, said nothing/did nothing, and neither one of them so much as offered to put in a re-order(not that we would have wanted it from them anyway). The final insult came when the salesperson swiped our credit card for the refund, and no kidding, literally tossed it over the counter at us. We felt this business surely has an owner who ought to care about this kind of dis-service, but for our part, we will never come there again and will never recommend them to anyone. Terrible performance. Terrible service

unknown

The weather was perfect and Performance pool came out as scheduled to remove the old pool liner and replace with a new seamless liner. They encountered some ground water but continued with the uninstall and installation. Began filling the pool and everything was looking great. After filling the pool to the spot they had indicated, we noticed a air/water bubble on the bottom of the pool. I called and they said they would take a look. We had gone out of town for the weekend and when we got back on Sunday, they had removed their equipment but there was now a huge air/water bubble on the bottom of the pool. I called and they told me to push it to the side. I did that and the bubble went away, but now we had wrinkles on the bottom. I called again, and they said they would come out and take a look. A couple of days later they came out and put sand bags on the bottom and refill to the a specific line. They charged me $200 in addition to the original $3600. They came out again, and removed the sand bags and began to fill the pool again. The wrinkles are still present on the bottom of the pool I filled pool to the top and discussed with them what their plans are for removing the wrinkles in the spring. A week went by and I noticed that the pool water level was going down. I emailed and called to let them know. They said for me to mark the level and get back to them in a day. I did that it had dropped 1.5 inches over a 36 hour period. They have not gotten back to me yet. It's been 6 weeks. The pool water level continues to drop and now is frozen. My guess is myautomatic pool cover will be destroyed by spring due to the pool leaking water. I'm not sure why they have not got back to me, I have not attempted to contact them either. I hope I can have a better rating in the spring after the fix our problems!