Read your contract. It does not do a thing for you. Only protects pools plus.you can literally buy the same pool from any pool company. Horrible communication. customer is always wrong and pools plus is always right.once you pay them they will not be back to finish there work Even when they look you right in the eye and tell you, all you have to do is call. Wife and I have left multiple voice mails due to the fact they will not answer the phone. They have some good people but your only as good as your leader and with 30 years as a contractor, and manger I can say that.

I have done business with Pools Plus for years--Scott and Marcus are amazing and they are the only place from which I will ever get bromine/chlorine/etc. A++++

After many attempts at trying to get someone to answer the phone, finally some girl answered. I told her I was looking for a part. She then put me on hold. After a minute or two, she came back and said she didnt have it. I said I havent even told you what it was yet! And she assured me she didnt have it still. I guess my little sale isnt worthy. Poor customer service after all that work trying to get through.

2 no shows for appointments. No return phone alls or emails all summer. Took time off from work for appointments.

Great customer service, had exactly what I needed.

Bought Caldera spa from them 5 or so years ago. Cant recommend Pools Plus as their post-sale customer service is poor and communication is terrible. Nothing says thanks for spending your money with us like having your calls not returned or being told you will be called and then never receiving a call. I encountered several service issues in the first year or two of owning my spa and was told each time that the spa was out of warranty (it was not). That seemed shady to me. The latest frustration is their apparent COVID-related supply issues which make getting a hot tub cover a six month process. Hey Pools Plus staff, we get it that its COVID and you cant get covers. All the more reason to communicate with and follow up with customers! You would get a pass, but the last time I called to ask about my cover order, your manager was flustered, rude, and hung up on me and your poor performance predates COVID in my experience. Next time Ill have to look elsewhere.

Great service at Pools Plus getting our hot tub set for the winter season!! Thanks Chris for your help figuring out our best chemicals to use!-lacey

First off, Scott the owner is amazing!! Always responsive and informative :) Marcus is the best when it comes to anything during and after install. Marcus is great at real time problem solving and vast amount of knowledge and is committed to his product which shows in his outstanding customer service.

Bryan is awesome! We were using the frog system in our hot tub from a big box store. We could not get it balanced. Had not been to pools plus in 4 years but had been going there for 20 years. This is the place to go! We are changing to a floater and are so happy now!

We absolutely love pools plus! They always know how to fix any of our pool needs! Great staff and way more knowledgeable than any other place I’ve gone to! 100% recommend going there for all of your needs!

I love the team at this place!! When my hubby and I bought our pool we got chemicals from different places for the first year or two before a friend referred us to this location. We struggled with algae and cloudiness often but since we went into pools plus we havent left! The team there always is so helpful and knows the answers to fix any issues we may be having!

I was very concerned about how your crew was going to get my new hot tub onto my deck. A 3 man crew consisting of Rich, Marcus, and Trevor did a great job of getting it off the trailer, onto my deck, and into position without a scratch on either the hot tub or my deck. And they did it in about 30 minutes. Great wotk guys!

Our family had come to pools plus for years because we always have a great experience going there! Their staff is amazing and always helps us fight our hardest problems! I won’t recommend any other place!

The staff is always friendly and knowledgeable. I live in Spring Lake and buy my pool supplies from Pools Plus because I have found that they carry a much higher quality product. I also feel more confident in their knowledge When it comes to diagnosing my pool. I have tried other places and always end up coming back.

We would go no other place for our Hot Tub needs. They are always friendly, knowledgeable, and ready to help.Chris was spot on and able to quickly answer all questions. Highly recommended.

Ive been shopping here for a few years now. Originally I came here because of the price, but this past year the staff at the 29th street location has been the best staff yet. They are very knowledgeable, and super friendly.I keep contemplating upgrading to a new spa, and the sales manager Bryan, always takes time to chat with me, even though Im still just monkeying around with the idea. I already own a Hot Spring spa, so if I decide to upgrade to something newer, Ill definitely stick with this brand. It cant be beat! And I guess I can get a salt system now on my spa!The pricing is still unbeatable, and the staff that tests my water is always very thorough. The print out is clear, and they take time to discuss the steps with me, as Im awful at following directions. Ive never baked anything edible yet.Keep up the great work!

Our family loves going to pools plus because the staff is so knowledgeable and helpful to us! We absolutely love them

I have used this location for the last two years to bring my water sample and rely on them to tell me what to get and how to treat my pool. I recently went in to open my pool, purchased everything they said to get, and proceeded to follow the instructions list they provide. I noticed they did not have me get the burnout they have had me do every year prior. I called to inquire about this and was surprised to have the rudest most condescending person on the other end of the phone. I have never been more disrespected as a paying and loyal customer of an establishment. Upon asking I was told he was actually the store manager which made it that much more disturbing. I guess there is a reason I should have followed the recommendation to go to Leslie pools many years ago. As a profession I am a customer service trainer and hiring manager and this gentleman is not representative of the the character of individual I would want representing my store. Especially with the covid 19 pandemic where we should all be treating eachother more respectful and where many businesses are facing financial burdens you should not be driving away paying customers. As a business owner I would have to look at how my business was being represented on a daily basis. If I could rate them a zero I would.

I went in yesterday, helpful and nice. Bri was great, and i wont go online and tattle on someone and give a 1 star review for not wearing a mask because I am too scared to say it to their faces (or maybe they have medical conditions and cant wear masks Linda) and because this isnt communist China and they need narcs we do not need narcs AND Im not going to go online to whine about me not feeling cool and not humid when i go visit somewhere else, their business their rules.I 100% do not work for Pools Plus they are fine people to deal with in person and when you are doing a renovation (like they are), you might have to keep the doors open so it might not be a/cd all of the time.anyways, long and the short of this is that previous review is stupid. and pools plus does well, and you are not required to have masks on.

Two guys came out on 7/8/20 from the 29th street store to replace the zeobrite in our filter. They put double the amount needed in the filter and the pump is pumping zeobrite into our pool. Our pool was in great shape, crystal clear and clean bill for the water. Now you cant see anything in the pool. The guys left saying it would clear up quickly, which it didnt. Called them, not easy to get ahold of. Went into their 29th street store this morning and they wouldnt help us. Told us it wasnt their fault and that we have no chlorine in the pool and we have algae. (No we dont. Took a water sample elsewhere and the water had chlorine and didnt have algae.) The pool looks like a mud puddle. Pool is not usable. Its HOT and we cant use our pool. Update - after the corporate office in Plainfield heard about the problem, Marcus came out and fixed it! We are so appreciative of him and the other man that came out with him. I’m sorry, I forgot his name. The pool is looking better and we are hoping it’s useable tomorrow (7/11/20). Thank you so much for taking care of it! 7/16/20 In reference to response the owners response - yes, people came out to fix it. NO, we couldnt swim for 3 days - you couldnt see your hand in the water.

Very helpful & knowledgeable staff. I always go there to get my water balanced

Love coming to this location for all of my hot tub supplies. Cameron has always been super helpful and knowledgeable. He really knows his stuff and goes above and beyond to assist me. Everyone is super friendly there.

I went into the store to get a new cover for my older Vanguard spa. I was told it is not something that they keep in stock and it would need to be ordered. Though not ideal for my situation I was happy to hear I could get an actual factory cover from them. It took about a month and fits great, I will likely return if I come into any other issues with my spa in the future.

Bryan and his team are extraordinary. They were very patient with all of my questions and made me feel like I was a costumer that mattered, NOT just another person that walked in. Would 100% recommend them.

Had a great experience buying a tub from Pools Plus! Cameron and the crew did an awesome job with the spa delivery as well. I am very satisfied!

Went yesterday to have pool water checked and was disappointed to see that none of the employees wore masks. It was also very hot, no air and closed doors. A rather iffy environment.

Marcus and Chris came out to my home to service my Hot Springs hot tub. They were very prompt, polite and immediately found the problem! With one touch of a button, Marcus had my hot tub up and running and explained the reason none of the jets were operating (a stuck temp button). Thank you so much for all your assistance and help.

Choose literally any other pool store in the universe unless you enjoy horrendous customer service. It took FOUR months to get a hot tub cover that was supposed to arrive in 6-8 weeks. Apparently the employees at Pools Plus do not believe in calling you when your product is in, answering the phone, or returning voicemails. After promptly charging my credit card they ghosted me harder than a frat guy named Chad. We had to go back into the store in order to speak with someone about our missing order. When the delivery guys showed up, they let themselves into our yard and through the fence gate without bothering to wait for someone to answer the door. After all of this, it was the wrong cover. Not wanting to deal with the lack of service any longer, I simply asked for a refund. The refund process took a week and I was treated like a liar because clearly it must have been my mistake, not theirs. Next time I will do my research (obviously they have many other unsatisfied customers). Lesson learned!

I spoke to a woman from the service department and she was so sweet and helpful. Shayna was amazing-she helped me figure out what was wrong with my hot tub (25 year old spa) and it was so simple. Just a filter problem! Saved me money I didnt have spend. But then she talked to me about all the new spa models available and how i should start seeing whats out there. She peeked my interest so much that I cant stop looking at new spas. I have never done business with Pools Plus but now I will. I think its time we look at a new spa! I will be making a trip into the store very soon. Thank you Pools Plus!!!

We have used pools plus for the past 3yrs, the experience has not been great (inexperienced staff, conflicting chemical recommendations etc), but this year we had a VERY difficult time with communication. Many, many unreturned phone calls/emails and constant staff turn over perpetuating the situation. The last straw was the unannounced $100 increase on their pool closings apparently due to staffing issues and Covid? What a bummer this didn’t work out.

I purchased a product here and paid Cash. When I returned the product (with receipt) I was told the company policy is to NOT return cash over $25, they would issue me a Check.... THREE MONTHS LATER and I am STILL trying to get my money back!! Customer service at this place is TERRIBLE! Do NOT shop here unless you have no other choice. I would rather order my products online!

Avoid this store...no customer service. They dont answer phones or get back to you. NO help whatsoever to us this year when we installed our pool. Dont get me wrong, I love our saltwater pool, but they did not even communicate what we needed to do to maintain it. Everyone there has a different answer. Was told 3 weeks ago to fill out a form and schedule closing. We asked for next week. Today when my husband called they had no idea and said they cant get to it until mid October . One star is one too many.

I have never written a bad review before but feel the need to warn everyone. This is by far the worst service experience I have ever dealt with in my entire life. I have been waiting since December to have my leaking hot tub fixed under warranty(it is now August). I am currently attempting to schedule my 6th service call. They have showed up two times, the first it was too cold outside to fix, the second time they claimed they had the wrong part and they would be right back to fix it.... That was over a month ago. The other times they fail to show up. If you plan on relying on pools plus for your service, look elsewhere.

Bryan has helped me for years!! He always went the extra mile to make sure I understood exactly what I needed to do for my pool. I’ve bought a heater, pool cover, salt system, and chemicals from him with excellent service. Ask for him to help you and he will meet your expectations!

Excellent customer service! The team is extremely knowledgeable and goes above and beyond every time. I wouldnt go anywhere else!

I love this store! They always spend time answering my questions, and they only sell the chemicals I need. They help me navigate not being an experienced pool owner, I appreciate their good instructions :)

Update: Just connected with the service manager Markus who apologized for the difficulty in connecting on the required service and set up a service call for tomorrow.All the water from our less than one year old Hot Springs Spa suddenly drained out over three weeks ago. Made multiple attempts to get service out to see whats up. My wife went into the retail location where we purchased and was given a number to call. She called the number and a few days later had a message back. She called the number again and left a message. didnt hear back. I called the retail number and someone took down my info and told me service is very busy with pool installs and I would get a call back. I had a message on my phone a couple days later. Anyhow you get the idea, no one is available to set up the service call so we are trapped in multi week long phone tag. Still not sure when we will make contact and get our spa fixed. Bummer!

Pools Plus installed our pool last fall and helped us through the process of opening for the first time these past couple of weeks. Everytime I go into the 29th street store the staff are welcoming and friendly. They are patient with me as I learn the chemical process and ask several questions.

Very efficient in shipping. Very good prices on Hot Tub Supplies and a nice company to deal with if you have any questions regarding products. Good customer service.

I recently had service completed on my hot tub. Dynamic service team. Problem fixed.

Knowledgeable help with a problem

I go to the Pools Plus Northland Drive location to get my pool and hot tub chemicals and I refuse to go anywhere else. The staff at this store is not only friendly, but also very helpful and accommodating. My husband and I had an algae issue this Summer and the staff at Pools Plus helped us to clear it up in a matter of days. They followed up with us over the phone to check on the progress of the clearing of the algae which was a pleasant surprise. It is always refreshing when you find a store like Pools Plus.

Pools Plus installed a new liner in my pool 3 years ago and it is tearing in a location above the water line and below the rim.....thus it cant be a chemical issue. I called and left three messages for their service department to call me to set- up an appointment. Two weeks ago I stopped into the store and talked to a representative telling him that I have not heard back from the service department. He said they were very busy, but they would get back to me. Since I did not hear back from anyone, I went back in today. The representative at the counter told me the service department was separate from the store and all he could do was leave them a message. I said that hasnt worked in the past and he said I can leave them a message or not. What do you want? I said go ahead and leave them a message and I will go home and write a comment on their website about their poor service. On the way home, I got a call from the service department. I will let you know how this turns out.

Best pool service around and the service manager rocks!!!!!. Called this morning for service to my pool system and even through the busy schedule Mark got me in to be serviced so I can enjoy my last few weeks of summer in my pool. Thanks pool plus service.

I would like it if Scott could give me a personal call. It concerns a pool table deal you put together for me but there seems to be some confusion as to delivery and lack of communication. Please contact Sean or Cameron for my phone number. Thank you. Got a call from Scott Wheeler who assured me he takes customer service very seriously. Gave me his phone number to get him involved.....Thank you for delivery and set up of our pool table. Rich and Marcus did a great job of assembly and clean up after.

Fantastic help getting a customers hot tub up and running. Test a sample of water from the spa and gets everything you need to get things going properly

Hey Markus thanks for the perfect advice on the phone. My spa is heating up again !!!! I’ll definitely be in for some new filters. Thanks

I come here for all of my water testing and chemical needs. They always have everything I need. They are always very helpful, friendly, and knowledgeable.

Best service and prices to be found and I live in Houston! I will buy my spa supplies from no one else. Pools Plus employees are professional and knowledgeable and go the extra mile when it comes to questions. It is a pleasure doing business with people who care about their customers.

Excellent customer service. They went above and beyond to answer all of our questions before we purchased our hot tub and have be helpful each and every time weve had any issue since our purchase.

I drove all the way out to this store to get a part the assistant manager Jen said they had and even asked if we wanted her to hold it for us. You would think if they asked you if you want them to hold it that they would actually have the part but no they didnt...what a waste of time and gas.

Great people. A bit pricey, but what isnt pricey when dealing with a pool.

Great customer service... very helpful and friendly ... pools plus on 29th st go see sean mclouth is the guy to go with for all your pool needs ;)

Great customer service. Cameron helped me with a PH imbalance in my pool and was nothing short of a delight to work with.

Helpful and friendly staff! Make having a clean pool very easy!

STAY AWAY FROM THIS COMPANY. We purchased chemicals from this store for two summers. Both summers we had issues with the pool not staying clean. This last summer our vents would blow back in dirty water immediatly when vacuuming. This company spent the entire summer taking our money and guessing what the issue might be. They would test the water on their often broken testing equipment and say, huh it looks clean it is probably is this. Have us buy a bunch of stuff with no results. I bought new sand and changed that out per their recommendation. No new results. After changing the sand and wasting a month and a half testing the water every week we called them to have them send a technician out. This took three weeks to get the technician out after wasting a month and a half. One person over the phone diagnosed the problem over the phone and said we need a new water pump. She ordered us a new one and charged us 500 for the technicain to bring out. Once the technician came out he immediately said we didnt need a new water pump. He took apart our sand filter and charged us another three hundred bucks for labor. The issue of dirty water blowing back into the pool when vacuuming did not remotely change. We called a week later saying nothing was fixed can we get him to come back out without charge since we already paid for something that was not fixed. After another week trying to make this happen they sent two guys out who stood by the pool and contemplated what the issue could be and left. I asked if they were going to look at the filter and they said the pool needs to be cleared up before that. They said to shock the pool, get it clear, call back in a day and they will be back out which would cost me more money. It was clear the company did this to not actually comp me for my money already lost. I did what they said and they did not come back out. A person over the phone ignored that and said we probably need a new multiport head, she would order the part and immediately get back to us. We never heard back from her and it has been over a week. We asked for money back for the wasted chemicals getting a pool clean for the guys they didnt end up sending out. The lady sayed we would of had to keep the pool clean anways. Which we would if the pool was working. We are asking for our money back for at the very least our service call with no response. We called a different company and the technician asked us several questions about the pool, he diagnosed the issue and fixed it. The problem being pools plus was having us use way too little chlorine for the size of our pool! This is a pool company than doesnt even know how much chlorine you should be using for your pool!? My wife and I like to give local companies the benefit of the doubt and support good hardowrking businesses. This company will take advantage of you, is extremely disorganized, and not knowledgable in their own field.

Pool plus has been ourGo to place since we bought our home in 2005. They have always had the supplies we need and their service is outstanding!

Bryan is super friendly, knowledgeable and helpful!

My online ordering experience has been good, both prices and speed of shipments, all arrive in good working order to California.

Great and friendly service! Have used them over 30 years!

Nice people. Just bring in as much information as possible when asking for replacement parts.

Always great service. They have the answers. 👍👍👍

Service was great. Above and beyond the call of duty

They tried to be helpful and they were very nice....

Good service and I like the products they sell.

Good advice and products that work

Great place Sean was very knowledgeable and helpful.

Awesome service! Jordan is a rock star!

Awesome store manager and service peoples especially Jordan!!!

I like their customer service and chemical selection, but it would bring us in more often if they would clean the filters for customers.

Super helpful and friendly!

I called to pick up a part and was told they had it in stock at the store. After I drove 30 miles to get it, I was told that is was not in stock.. They could order it but why arent people who answer phones fully informed?

Had one back bad experience with grand rapids office, very poor service. wouldnt go back after that.

Very helpful!

No salesman appeared to wait on us