We were happy with our pool 12 years ago, but in the last couple of years we discovered that the pavers around the pool were not sealed. Therefore, the dirt from the pavers was getting into the pool, mak8ng it impossible for the pool maintenance man to keep up with cleaning. Now we're having to pay $9 thousand to have the area around the pool done correctly. ​ read more

The business is closed for good. It has been closed for more than five years. Yelp must know what to publish here. read more

Worst customer service. Lori is absolutely worthless. Never works, never answers her phone. highly recommend never going through them for any pool/spa purchases. I would rate them 0 stars but Yelp is making me give at least 1 star. read more

We bought a 33' x 18' above ground pool. There were a few hiccups, but they made sure everything was right in the end. I recommend them to anyone wanting to purchase an above ground pool! read more

We went in there wanting to buy a hot tub. Our sales lady - Sandy - showed us a few tubs and told us about all the features. So far so good. But then she insisted on showing us a filled tub and how it runs. So she opens the cover and the water in the tub is green and yellow and the pillows are grossly disintegrating. It was just disgusting. She agreed and then proceeded to try and fix the problem while we were still there. We insisted that our friends are waiting and we didn't have much time. But she refused to listen to us and 'forced' us to watch her fix the problem. We tried to move on and finally got to see other tubs, got model numbers, got measurements and went home to measure the space we had. We went back a second time to make the purchase but turns out she gave us the wrong model numbers so all the measurements we had were useless. She tried to blame it on 'stock taking' or some other excuses. So we essentially had to start all over again to find a tub that would fit our dimensions and budget. At one point, she got the engineer James to open up the front panel of a tub to show us. He tried to dissuade us from a tub that she recommended, saying that the insulation was lousy. This is when things got maddening for me. She kept repeating several talking points, including many that are irrelevant and refused to let him talk, even though clearly, he has more knowledge since he's the one who installs those tubs! She blocked him from showing us the pumps of the tub she recommended and that seems incredibly shady. Finally, we said that since she gave us the wrong model numbers and dimensions, we had to go home and measure again. That same night, we ordered a hot tub online from Costco. TLDR; The sales lady, was pushy, passive-aggressive and did not listen to a word we said. She drove me nuts with her insistence on reciting the same (sometimes irrelevant) facts over and over again. She refused to let us talk to the engineer who knew more about the tubs. We were prepared to buy a hot tub from them that day but due to her bad sales skills, they lost our business. It's a shame because they do have good prices for nice hot tubs. read more

Horrible DO NOT Give your money to this people, since the instalation they did everything wrong, they have to take down the pool and re do it, after that they leave dirt in my brand new vinyl pool, then never explain how can i clean the pool, finally i watch some videos on youtube and did it. They start with this product called Pristine Blue, do not put that in your pool, mine at the second week start to appear some stain in the bottom, they would not tell you what to do, they will just say is not a pool problem, in other words, is owner's problem, but guess what, is the Pristine Blue product, wich is not certify as a sanitazer for pools. I'm working with Pinch a Penny to fix my problem and they are really good. What a difference. read more

I waited two weeks for a service call. Was told every day "they will be there tomorrow." I hired another company and will never use Family Pool again. Save yourself a headache. They obviously don't give a flip about their customers. read more

UP DATE I have made contact with the store owner he's gone out of his way to make thing's right I'm still working with him to complete the purchase all of the problems seemed to boil down to one person sales/store manager Sandy. read more

I will NEVER use this company again!!!!! BUYER BEWARE!!! I would give them a ZERO stars... but I had to check something! We bought an expensive spa from them 41/2 months ago. We bought the floor model, but it it had a 5 year warranty, so didn't worry, due to the warranty features! They assured us that if anything went wrong, they would send a qualified technician to fix our spa. We had a simple pump issue at 3months, which should have been easy to fix when it started overheating and shutting down after a cycle. The technician showed up twice and stated that there was not a problem even though we explained what would trigger the problem; the technician would only turn on half of the SPA and not wait long enough for it to cycle through and make the problem evident. Instead, we were totally jerked around, and while the spa company that manufactured the spa, knew what the problem was just by speaking to them over the phone, and they tried to get us help on our behalf... The Family Pool and Spa business continued to make appointments and break them the same day! This has happened multiple times!!!! The problem is still not fixed and when asking to speak with the owner, I continually get the run-around. I eventually got a phone number for the owner and they gave me the store number for their Ocala store!!!!!. I have left several messages for the owner and he has not returned my phone calls. They apparently have one independent contracted repair tech, who does not honor appointments readily or listen to the problem! For some reason they have no other repair techs that they can use, they only have the one. read more

I bought an above ground pool from this company and it was installed July 19, 2016. The installers took two of my stepping stones from my yard and used them as a base for the pool pump instead of bringing their own. I have made at least 4 service requests as well as two visits to the store to get this corrected. Sean and Micki keep telling me that they will have the service guy out to take care of it but it has been 6 weeks and they have not showed up yet. I have called the store numerous times and left messages and have never received a call back. These people do not know how to do anything except collect your money and then forget about customer service!!! read more

Over three years of trying to get things right with a Gleam Hot Springs hot tub I bought from them. Wired wrong from the floor display, jets blown off, covers blown off, cracks in filter housing, 550 gallons per month of lost water, salt chlorinator that never worked. Manufacturer agreed to replace the tub and it took FPS&B another 7 months to turn in the paperwork. Owner refused to call me back, manager called me once when I initiated the call to him. No follow-up. Never give them any money, ever. read more

UPDATE: Family Pool and Spa ended up replacing the liner. I read the owners response to my review and the information about the installers dealing with a massive job because of garbage under the pool site is not accurate. They did show up and once items were found they left. So yes, they did leave us to clean up the stuff on our own, and yes, installation was delayed. Which was understandable because we were unaware of the garbage that had been previous buried on our property. We had only bought our house a couple of months prior. We did not expect them to deal with it. We dealt with the removal of everything ourselves and called the installers back. There were a couple of things found on the second day that needed to be removed after finding that we had to dig down a couple of inches in order to level it. But my husband and myself were out there dealing with it. Only 3 people showed up to install, 2 of which had never installed a pool before. They needed help, and by then we just wanted to get the job done. So we all helped each other out. My husband and I helped install the pool the entire day. I wrote this review after being told I would have to purchase a new liner. After writing it, we got our liner replaced for free. The owners finally called us back, only to ask us to remove the post. I told them that I was planning on updating it to reflect the changes. But then I was patronized and told that the issues regarding the pool was due to my land. That is not true. The issue was due to the installer not bringing the proper herbicide. And an excuse was given for everything that I had written. Bottom line, the owners should have communicated with us during the process. Not waited until this review to call us. Not once, but twice to edit/remove this post. And I will no longer shop at the store. Original post: We purchased a 33ft above ground pool a little over a month ago with installation. Spent $7000. About 2 weeks later we already had grass growing through the liner. We have been going back and forth between the store, installer, and owner whom now doesn't respond to my emails or calls and does not keep us informed. Just tells us they need more time to figure everything out every time we speak to them. The installer blames the store and stated that they should have sold us the proper herbicide and a barrier between the liner and ground. We were told this after we called to complain about the grass. Why did they install it then if they didn't have the proper materials? The store blames the installer and says they should have supplied herbicide and everything to install the pool which we were told was included in the price. While trying to get the issue fixed, we were told the liner would only be patched, another time that it would be replaced after the pool season which we said was not ok. We wanted it replaced now for fear they would brush us off again. We received a call this week and were told they would come replace the liner this week and to drain the pool. We thought the company finally decided to do the right thing and replace the liner. Today comes and they told us that we were supposed to purchase a new liner for them to install. So now I have a flooded yard and no water in my pool for no reason. Bottom line, I could go on and on about everything that has gone wrong. Do yourself a favor and buy a pool somewhere else. They are very pleasant while selling you the pool. And seem like a great company to do business with. But if something goes wrong, you will be left with a mess. And we purchased this pool with the new owners. So it is not because we dealt with the previous one. I have read the other review that the store only sells the pool. And that they do not install them. Well my contract states that I paid for installation. The store sets up the installer to come out and install the pool. And pays the installers to do so. I did not hire my own installer. The installers represent the company. read more

We bought our pool table, and outdoor pool from this store. Service t its best. Brenda has been a force of nature in kindness, smarts (about pools--because we are not so smart)while always being professional and sweet. And along comes Heather, daughter of the NEW owners who knows customer service, knows pools, and has a smile you won't forget. The bad reviews I see are from several years ago--the new owners are trying--and having a Brenda and a Heather to help you is a win-win. read more

I don't believe the negative reviews. I bought my first Tiger River hot tub over 10 years ago along with all the chemicals and supplies and have had excellent customer service. They recently gave me a great deal on a replacement spa cover. I get my pool water checked here as well. They are great people but most of all they know their products! read more

Had and issue with a spa heater. Another company QUOTED ME OVER 1500.00 FOR A NEW HEATER. I was driving by Family Pool and Spa and told him about the issues I was having. He gave me a very simple suggestion after we talked. I went home and tried it and saved me the 1500.00. Good knowledge of equipment. Thanks read more

We bought our pool and hot tub from this company last year. First off it took them 6 months to complete the job. We got nothing but excuses. They were suppose to come out and clean our pool for 3 months free of charge, but that never happened. Again more excuses. Fast forward to 2016. We just found that the foundation is eroding and will possibly bring down the screened in patio. We called somebody to come out and they said it will be very expensive to fix it. They also cut the wires to our sprinkler system and capped off the irrigation for the back yard. We assumed that they were going to move it to the other pipes to keep the irrigation running. I would never use them again and have told a lot of people not to use them. read more

1/25/2017 Horrible business! They ordered the Wrong part for my hot springs hot tub 2 different times a few years ago, even though they had the model and serial #. Then said that Watkins ( Hot Springs) sent the wrong part. I called Watkins and was told they (Family Pool & Spa) ordered That part then Re-ordered the Same part. They kept us hooked on that Bacqucil Crap product for years (about $160.00 per mo.) Told us that chlorine would Ruin our pool in a year or 2. (6) years now on Chlorine and pool is Still good. cost around $20.00 per mo.and Much better water. Now,in 2016 we ordered a replacement part for our Hot Springs spa again. Was told it would be in about 7-10 days. 15 days later and No call, I was told by F,P,&S that it was on back order and they would call me soon as it arrived (7 days later) I called and was told it would be in the Next day. (3 days later) I call Watkins and was told that F,P, & S Never ordered the part only ask was it in stock. Now our credit card was billed and we received the statement and Still No part. Family Pool and Spa ask my wife had we Not picked it up? She told them no. (2 days later) they told her that we Must have picked it up because the could Not find it. Watkins had to make this purchase good because F,P, &S Never ordered it even though they charged our CC. Now, 1/3/2017 had to order a new heater relay for the spa. F,P,&S told me it would be in in about 7-10 days. (15 days later) and No call from them, I called. They told me it was scheduled to be in the Next day. (2 days later) I called back and was told that is was out of stock and on back- order. I cancelled this order and got charge cancelled. Ordered it online and it was shipped That day said it should arrive in 5-7 days. F,P,&S told me that online companies could get parts faster than they could So why don't they order from That co? I will Never do business with them again and would Never recommend them. Watkins Should do something about this Lousy service it is The reputation on the line. read more

This is by far the most unprofessional unethical business in the southeast.. They will not stand behind their products- even when an extended warranty was purchased.. I would recommend checking with anyone but these people.. All of the employees are incompetent and not out for the best interest of customers.. I am amazed this place is able to stay in business based on complaints I have heard and reviews I have read.. I will never EVER purchase anything from this place again.. I requested a plastic bracket and an employee (Shawn) placed an order (supposedly) from the store in Ocala for the $3 piece of plastic- it's been 3 months and several phone calls later and it's still not in.. I've been put on a 10-minute hold every time I've called to check on it .. very frustrating that a business does not know how to treat it's customers.. Save your time and find another place to invest your money and time.. these people are a joke.. read more

Had been researching an Above Ground pool for some time online, and on a whim I stopped in and found they had exactly the pool I was looking for. They had great displays and the sales person was very informed. Rather than saving a small percentage of the cost buying online (sight unseen, unknown supplier), I chose to buy it through a local company thinking I'd get better service on my $3,000+purchase. What a mistake. Once they got paid for the pool, the saleslady completely dropped the ball, (she is a partner) and the entire staff lost all interest in any followup or assistance - the salesperson had not given me my warranty details, and no one else could tell me what kind of warranty I had.....the salesperson I bought from was never there when I called or came in, and when I called her cellphone, she never returned my calls (it's been 90 days). Anytime I asked about my pool itself, they simply said it was up to their salesperson, and they were not responsible. Priore to the insallation day, I went back to buy a ladder and some supplies... they scribbled out a receipt on a piece of paper telling me it would be in the next day. When I returned the next day, they couldn't find any order, and had no record of my purchase and expected me to NAME whomever sold me the ladder, since they didn't have it. The scribble receipt did not identify the salesperson (there are only 3 or 4 people wandering around anyway) and I could not recall if the guy wore a blue hat or a brown hat.....that's how they seem to identify themselves. They said they "might" be able to get the ladder in a few days, or I could drive to their wharehouse on the other side of town to pick it up. Apparently they were too lazy to do that themselves, so I did it. I was promised a date for installation the next Tuesday and I was give a number for their "installers" who were to contact me on Monday. On Monday, the installers claimed they were told my installation was the following week.....they turned out to be a few mexicans that do contract work.....they seemed to do OK, but neglected to tell me they broke a part on my Ladder which they took upon themselves to put together (it was not their job and I did not ask them to) .....I had to go to the manufacturer to ship me a replacement, and they shipped one out to me immediately. I refuse to spend one more nickle in this place. read more

Several months ago I posted on Facebook that I was looking for a new above ground swimming pool. 15 years ago, we had purchase our pool from Family Pool and Spa. Started looking on Yelp as well as google and face books Gainesville Word of Mouth? Boy, based on these 3 areas, I'm surprised they are still in business. I started looking at other pool places here in Gainesville as well as Lake City. I wanted a one stop shop. I didn't want to purchase everything, pick it up and then look for an installer. So, we went back to Family Pool and Spa and expressed our concerns about all of the bad reviews they had. We asked, with all of the bad reviews, how is it that y'all are still in business? The lady we worked with was Miki. We expressed our concerns and she assured us that our purchase and installation wouldn't be an issue. We agreed to a pool package and was delighted that they gave us upgrades as well as an additional discount. The pool was installed on 1/14. The pool installation guy had advised that he would be here around 10 or before. To my surprise, he was here at 9:45. The installation was quick and efficient. The pool is great and we couldn't be more pleased. Just thought I'd share a positive experience, since there have been so many negative reviews for this company. read more

Horrible experience. The sales person will tell you one thing until they get your money, then you are out of luck. After some research we decide to buy from them because the installation and the pool was less than the competition. We have a flat backyard, no sloped or nothing out of ordinary. We buy an above ground pool and I have to schedule a day off work two weeks in advance. The installer called a day before (when everybody was at work) he had some time and want to stop by and install the pool early. We told him we could not do because none of us could go off work and run home. So next day, he said he was going to be on my house first thing in the morning. Showed up 12PM, get a rage fit because he want more money to install our pool or he would not do the job, I told him to cancel the whole thing and take the pool back. He talked with my husband on the phone very nice and said 99% of customer that buy from this company have to paid extra cash up to $1200 on the day of installation. He promise six times that with the extra money + the regular installation our pool would be ready by the end of the day. My husband just wanted the problem over so he agreed. Well, he worked in my yard for an hour and them had to left to another job, and said he would be back first thing in the morning. By now I am very upset because he told me also two times if we give him extra money the pool would be ready by the end of the day. He left at 03 PM, and have been giving excuses to finish the job. He said it is a two ours job, so if I paid extra do have done at the same day, it is 3PM nice and beautiful day, WHY DID HE CANNOT FINISH THE JOB? Because he was on the phone with another customer that have service at the same day and he was on the way to his house. I am trying to sent the pool back but they drop the crap on my yard and they DO NOT ACCEPT RETURNS. Well, I have a BBQ for memorial day planned with a pool party, o well, I do not have a pool but a bunch of boxes and my party is in 24 hours. Too bad. Four thousand dollars down the whole. BEWARE, YOU WILL PAY MORE AND HAVE NO SERVICE AT ALL. read more