My wife and I bought a hot tub ~ 5 years ago and wanted to make sure they had a service dept in case we had leaks etc. We had a bad experience before with another company. We did have leaks this summer and Aurora sent repairmen one hour+ out of Knox to our home several times until it was fixed and did a great job with great attitudes. Thank you Aurora for doing exactly what you said you'd do!! Steve Phillips read more

Excellent service. Only issue it always cost me $100 + by the time I walk out. The cost of a clean beautiful pool to chill out in.

Amazing local business that supports their local community. Amazing customer service. The only pool company I will ever use! Products are top quality and if I have an issue they always make it right! read more

Aurora Pool, Spa, & Billiard Gallery - Swimming Pools Near Me - Knoxville, Tennessee

I left a couple of reviews over the past couple of weeks about the trouble we were having with our pool. And I said that if everything was made right, I would post a good review. I also said that Steve was not very nice when I spoke to him. Well, they came and put a new liner in and fixed all the problems we were having. It was just in time for my granddaughters bday party. Thank you Aurora Pools and Steve for making it all happen. read more

Aurora Pool, Spa, & Billiard Gallery - The new liner looks amazing! - Swimming Pools Near Me - Knoxville, Tennessee

​I would give Aurora Pools and Spas zero stars if I could. They were hired to come to my house and do a full pool opening. To be proactive and clear, I even sent them pictures ahead of time showing exactly what the pool looked like so there would be no surprises. ​When they finally arrived, they claimed they couldn't do the job and that it would take "multiple trips" instead. Look, I understand this is an incredibly busy time of year for pool companies, but they obligated themselves to this job. Instead of honoring that commitment, they had the nerve to charge me $250 just to pour a single 16-ounce bottle of algaecide into the water and walk away. Charging full price for an opening when they did absolutely nothing is highway robbery. ​To make matters worse, their customer service is a joke. I have tried calling them multiple times to resolve this. Every single time I get transferred to the service department, the phone just rings and rings until it finally disconnects and hangs up on me. ​Avoid this company at all costs. They will happily take your money, refuse to do the work they agreed to, and then ghost you when you call them out on it. read more

I bought a hot tub from them and shortly after purchase I noticed a leak around the control panel. They sent out technicians on two separate occasions who were unable to repair the leak under warranty. On the third call they told me that I was out of warranty and would need to pay for it if I wanted the techs to come back out and look at it. When I explained that I shouldn't have to pay because the issue had never been resolved, I was told that they would "check with the manager" and get back to me. Of course, that never happened, and when I called subsequently and left numerous messages, they never called back. They do not service what they sell! read more

Aurora Spas and Pools is a company that does not stand behind the products or services they provide. The control board they installed in the hot tub literally caught on fire! All I want them to do is stand behind their product and service but instead the service manager curses me out! read more

I signed a contract 10/2024 to have an inground pool installed. I was told it would take 3 months from the signing of a contract to have the pool completed. Work didn't start until January 2025. The pool was somewhat finished May 2025. The contracting team was horrible. Left trash, destroyed property. I was told repeated from the contractor and Sean (owner) that all of these issues were small and we would love the pool when my kids were swimming it. Essentially dismissing all my concerns. May 2025 was the last significant payment required and the last time I saw the contractor and now I cannot get ahold of Sean to complete the work. I have text, called and left voicemail, came into the store, and requested their new project manager call me. No response from anyone. I still need the following fixed and owe the final payment: the wrinkles in the liner in several places, step rail crooked, both steps were not filled correctly, "sharp" places on the incline, concrete on the travertine, a travertine tile is cracked. We paid right at $100,000 for this pool and the job is not complete. Sean said that the first winterization was free with the purchase of a pool. When winter rolled around, they did not properly winterize the pool because I could not get ahold of Sean. Aurora Pools employee said they would not winterize because Sean's team had to do. Whatever the situation, nothing is getting done. Horrible experience, horrible company. Would never recommend buying anything from them. Its crazy how our experience is the exact same from others who have provided their story. read more

Absolutely horrible. Read the reviews over the past year. Excuses for every negative review. I made an appointment for them to evaluate my hot tub issue. 3 weeks was the earliest appt. The tech came, tightened a couple of pipe connectors, said he probably knew why the jets stayed on, and that he would find replacement parts for me. I called the store 7 TIMES over 2 weeks and was told each time Thomas or someone else would call me back. No one ever called me...not once. I called HotSpring Spas and got the parts I needed parts in 3 days. There are no excuses for this. read more

Well we bought a 27'above ground pool and a hot tub. I really can't complain alot about the pool. They did a good job setting it up. The pool was set straight on the sand which has shifted along. The liner has completely faded out and the pieces around the top that holds it on has rusted. We ask if they could be replaced and they said they don't carry them now. Now we have a small Crack in our sand filter, I called to see if they had a repair kit and the boy told me to go to Walmart and get some waterproof epoxy or replace my filter. As for the hot tub it is really a piece of crap for the money we spent. We had to replace the heater on it and some of the jets have fallen out. About a year after we bought it the seats and floor started getting bubbles raise up. We showed them pictures of what it was doing. They said they would send someone out. When he did finally show up all he did was sand the bubbles a little and put epoxy over them.it didn't help then the piece that controls the waterfall messed up and a piece fell out of it which they said they would order a new piece which never happened so now we can't do much to control it..... We are going to get a new liner and have the pool took down sand replaced and put back up and probably get a new sand filter next year, but it sure won't be bought and installed by Aurora!!!!! read more

We purchased an inground pool from Aurora in July of 2024. The pool builder was horrible to communicate with. He had his crew pop in from time to time during the build and left trash throughout the yard and drove the skid steer thru my neighbors privacy fence. Our pool has been emptied and re filled 4 different times due to wrong liner installed, tanning ledge not installed correctly. My driveway was cracked due to the builder not being onsite at the time of gravel delivery. Im now having to replace the driveway. This was a year long horrible experience. You would think that spending that much money they would be better than they were. I would never reccommend them. read more

If you are looking to have a pool installed DO NOT purchase from this business. What a nightmare this has been! We purchased a in ground pool April/May 2024 and were told construction would finish beginning to mid August. Our construction ended two weeks ago and we're still having issues. The project manager (owner) came on site one time. The construction crew damaged things on our property and our neighbors property. Customer service is horrible! Every manager you talk to always tells you they will get back to you but don't!. I will never recommend this business to anyone! Stay clear! read more

We bought a 33 foot, salt water perma-salt system 27,000 gallons above ground pool from here last year and couldn't be more happier and satisfied with our purchase. Katie is our go-to person for telling us what to add when we come in regularly with water samples from winterizing it to reopening it. They use a computerized very detailed test to show how your water is doing. The set-up gentleman crew that came out to our home to grade the land and add sand, level and set it all up were VERY good and very quick. They helped us learn a little about the pool as well. Very good job. We will be purchasing a spa here soon. read more

Aurora Pool, Spa, & Billiard Gallery - The computerized test shows everything about your water sample for your pool. Very accurate. Very good. - Swimming Pools Near Me - Knoxville, Tennessee

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Gave them a second chance. My swim spa stopped heating. When the technician came out on a Tuesday, we were told that the "brain" had quit working and it would be about $600 to replace as well as an additional $400 if we needed new control panel. He did not contact me back. I called the office on Monday & was told he would be out for the week, but someone would call me back. No contact again. Meanwhile, thinking I was left out to dry (which happened the first time I used them) I checked a few things and was able to get it working! For free! The "brain" has worked just fine now for the last week and I will be finding a new pool place. read more

Nothing top of the line. Just cheaper stuff without the belts and whistles that won't last very long

This was an awful experience from the beginning. We waited 6 weeks b/c we could not get them to install the pool. When it was installed, the liner leaked so bad we had to fill the pool up each night, to keep it full so the filter would run properly. The filter leaked as well Took forever to get someone out to look at it and they said the liner had a leak. So a new liner was ordered after a couple of weeks had a new liner but guess what that one leaked. So another $500 my husband spent for a gadget that floated on top to measure the depth and then another gadget to turn the water on the keep the water at the line. We had so much money invested between 2 times filling the pool and accessories. A couple more weeks and still no liner, I threatened to dispute the charges on our credit card if I didn't have a new liner. They came with a new liner and dropped it off and left it in the garage. That was it. Never heard from them again. I don't want to give them any stars. read more

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Absolutely amazing people to work with. Always super helpful and our water has been clear all year. We have a few tiny holes and they have been more than helpful. Installation was perfect as well. read more

I took a star away bc they don't let you use the pools or the hot tubs. They've got so many, I just think they should share.

I don't know how Aurora is still in business. In May of 2022, Jon Cane in Knoxville (he's apparently now in Morristown), showed us fiberglass pools. We were excited and happy to find what we liked. We paid $250 for him to send an installer to go over our design for the pool, pavers, fountain and an outdoor kitchen. David Brakebill with DMC and/or Artisan showed up and seemed knowledgeable. We gave hime a deposit of $38,333.33 to start our project. In September we unfortunately had to cancel our plans and immediately notified Mr. Brakebill for a refund. He was understanding and assured us he would return our deposit...after he "re-sold" our pool. He didn't return any calls or texts until February 2023. He finally brought $10,000 to us with the promise of the remainder within 2 weeks. He has completely ghosted us and will not answer a call or text. We have called Aurora asking for help in getting him to refund our money, they don't return our calls either. I don't like leaving bad reviews, but I also don't want to withhold information that might help someone else. Mr. Brakebill might do good work, I don't know...but if he doesn't follow up when he promises he will, I wouldn't trust him to find out. read more

I ordered a fiberglass pool from Aurora in May 2022 that should be delivered by August 2022 (incl. rain delays) per the contract. I purchased the rectangular pool they had onsite even though it was not the shape I really wanted, so there would not be any delivery delays. Within a few days my salesman (Steve) called to say that pool was no longer available, but he had already contacted their FL manufacturer & they had an identical one already made & it would be on the next shipment to east TN (can you say bait and switch?). I should have asked for a refund then, but I did not realize the pool would not arrive until many months later b/c the manufacturer doesn't ship until all pools going to an area are ready - to save on shipping cost. If I had known this, I would have ordered the shape I really wanted. In the meantime, Aurora dug up my backyard & in doing so, tore up my entire backyard & my neighbors side yard. (I had to smooth both yards & purchase & install sod to restore my neighbor's yard). The pool finally got finished & filled with water in Nov. 2022. Within a few weeks, the sides of the pool collapsed inward causing gaping holes around the jets & returns. That was five months ago! In May 2022, I asked for a full refund for breach of contract, per their contract terms. I have spent almost $50,000 for this pool! They refused & said they would repair the pool (4 months after collapse)! In APRIL 2023 Aurora had technicians from the FL manufacturer here to make repairs, who said the pool can't be repaired because holes were too big & now causing tears in the fiberglass. Manufacturer's manager told me the collapse was caused by Aurora because they did not shore up the frame properly, they used large gravel under and around the pool instead of flowable fill, and they didn't lay the foam barrier underneath the pool. Therefore, the heavy gravel shifted causing the collapse & damage. NOW Aurora says a new pool should be here May 23 (4 weeks!) even though an identical pool is onsite in FL! I have lost all confidence in Aurora's "empty promises" and abilities! I have never in my 40 years of managing construction contracts, ever encountered a bunch of people (from the top down) who are unscrupulous and deceptive. Do yourself a favor... STAY AWAY FROM AURORA POOLS AND SPA! read more

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Horrible experience. We were given a pool quote that had The date of the expiration of the pool quote. Only for them to not honor it. The salesman proceeded to tell us that the quote was on a damaged pool (nowhere on the pool quote Does it say anything about the product being damaged, or did the salesman that gave us the quote mention it was a damaged pool). Why give a printed quote with an expiration date if you don't plan on honoring that quote? Just say what you mean the quote expires when you walk out the door? read more

We unfortunately hired this company over a year ago (April 2018) and our pool is still not finished. When contacting them asking them to finish/redo work that wasn't properly done, we were told to contact their attorney. All we ever wanted was for them to finish and they avoided phone calls/meetings to make it right, so now we're forced to file a lawsuit?!? read more

The staff is always so helpful with anything I need. The only place I shop for all my pool and spa needs.

I would give them a 0 if I could. Purchased a pool from them. Used their services to open and close it for 3 years. Each year there was an issue. Found someone else for a couple of years. Thought we would try them again this year to see if their service had improved. Nope. Will never go back there. Will never recommend them and will seize any opportunity to let people know the problems I've had with them. read more

We purchased our pool from John last fall. We opened for the first time this spring and have absolutely loved it. We had some scratches on the coping during installation. Dustin and Chris came out to repair the scratches. We were apprehensive as to how they would be able to complete without getting paint on the pool deck and liner. Their attention to detail and meticulous way they did their work completely exceeded our expectations. These two gentlemen were very professional and courteous. They not only did a good job on the repair, but did a good job eliminating our concerns about how the repair would be handled. Very satisfied. Tony and Hazel Hughes read more

These guys are awesome! We bought a 33' above ground pool from them. Paid for it on a Friday and was swimming in it the next Friday! Fantastic people to do business with! read more

Aurora pool and spa is a deceitful company and full of thieves. DO NOT LET THEM NEAR YOUR PROPERTY!!! We purchased a tanning bed through this company a few years back. The bed was fine but is now beginning to have a few issues. No big deal, things ware out. We called and scheduled a service to our bed. The scheduler said they would be out Thursday and we would be charged parts and a $100.00 service charge for the visit. He mentioned that they carry most parts in their trucks and should be able to fix the issue the same day. If they had to come back out they either discount or deduct the 1st service charge. Thursday the technician came, worked on the bed and realized he didn't have the part with him. He said he would be back out the next day at 10am with the correct part. The next day he called around noon and said he didn't have the part but had it ordered and would be out Monday morning to compete the service. A little frustrated that no one called earlier to advise they would not be out and we wasted half the day waiting but we over looked it. Monday we waited.... And waited.... 2pm they called and said the part had been back ordered but was scheduled to be there late afternoon and they would be out Tuesday. Again, frustrated that we were now 3 days wasted (not upset about back orders but regarding late day calls each day we waited on them) I called and asked for the manager. Realizing the manager was where the issue was originating I asked for his boss (John, the owner of Aurora pool and spa). John was supposedly in Nashville for the day, so I left a v/m. Condensing the story now. This same folly happened a total of 7 different days. I left multiple messages for John the owner. I was polite to their staff and was hung up on, lied to and told multiple stories. They finally did get a technician out and fixed the bed. They initially offered a discount to the service cost, then the day before the fix offered to deduct the entire service charge and we would pay only the parts cost. We agreed. Yesterday Brad the technician left after finally being fixed and said they would contact us for billing. Today we woke up to a charge on our credit card not only for parts, but also for a service fee and then a new fee for milage (which we were never told about)..... We have fought with them all morning. They claim they never offered to give a free service charge and that we should have known about the milage fee.... We are now filling a better business bureau claim and disputing the charges with our bank. Do NOT conduct business with this company as they will lie straight to your face and steal funds from your account. Not sure how they've been in business 30 years but i can tell you the owner John does not care about the reputation or their clients. JC read more

I would give Aurora very mixed reviews. From my perspective, they have 2 weak spots in their business - sales and sub-contractors. The sales person we had was terrible - we were always following up with him, and their subs who they can't control, did what they wanted on their schedule or didn't do a good job, specifically the guy who was to clean up the work site and check the equipment. As a result of his negligence, we have been without a functioning pool heater for two weeks. It obviously was defective when installed and while Aurora agrees with that fact, they have not replaced the heater! The "site manager" has paid us lip service, and allegedly some one was to call us yesterday to arrange to come out and declare the unit dead, so Aurora can get their money back from the manufacturer!!! Why is that my problem. I paid a lot of money for a pool that I can't use and am quite disappointed in the lack of action on Aurora's part after paying them in full for the pool. Based on my experience, I could never, in good conscience recommend them to anyone. read more

My daughter had an inground pool installed. We are in the process of trying to find a civil attorney to take on a civil suit against them. The liner has rocks underneath it. The slide is not mounted correctly. The filtration system we were told was connected and running properly and we found out it was not even connected. I would highly recommend not using this company to install your pool. read more

If you are considering using this company to install a pool then I strongly urge you to go elsewhere. HORRIBLE customer service!! We were told last August 2017 (when they started) it would take about 6 weeks to install. Fast forward to June 2018 and the work still hadn't been completed. We were forced to hire another pool company to come out and complete the work. (We used Pro Pools and they are amazing.) We tried to get in touch with a manager at Aurora and no one would ever call us back. After several weeks and many attempts the owner finally emailed my husband regarding our concerns and the lack of completion of our pool. His response was unprofessional and he basically said if we weren't happy with their shotty work then that was too bad. We had no choice but to file a complaint with the Better Business Bureau. If i could give them less than one star then i would. Maybe this review will save someone from having to endure the same headache that we've had to deal with. read more

My husband and I purchased a Sundance Capri hot tub in 2016 and couldn't be happier with the tub and the service from Aurora. We have recently had to have their tech Jonathan come out and inspect our tub, as we had let the maintenance fall behind and needed to have it inspected and some questions answered. He has been with Aurora since we bought our tub and has helped us in the past as well. He came out twice yesterday, once to collect a water sample and take it back to be analyzed, and again to help refill and reset everything. In spite of making two trips out here and spending at least 2 hours here, we were only charged for one house call! I would recommend Aurora for your spa and be sure to ask for Jonathan if you need service. read more

We purchased a pool this past April. Our salesman John was wonderful. We were novices in the pool world and John was amazing at helping us choose the perfect fit for our needs. Our pool was up and running as soon as the weather permitted. Aurora was so helpful with teaching us about proper care. We sadly are ready to winterize but we had a great summer with friends soaking in our amazing pool. read more

month 8 and my pool is still not completed. Ive heard tons of excuses but no results. paid 30 something thousand dollars for a pool that isnt finished and they do not seem to have any sense of urgency to complete the job that was supposed to be completed 6 months ago. pathetic customer service. Don Dare needs to do a story on these guys. read more

Absolutely love this place. I purchased a Hawaiian Breeze hot tub from them and Charity was so helpful. The whole staff went above and beyond to help me. I will buy a pool from them when I'm ready to. The hot tub is probably one of the best things I have ever owned, financing was easy as well. read more