Loved the hot tub cover and original service (June 2014). Cover worked very well and still looks…read moregreat. However, my hot tub has died and I am not going to replace it with the same size. Paradise Pools says the 5 year guarantee that it came with will not be honored for the new owner. Have no way to contact manufacturer so don't know how I would claim service on the warranty if something happened while I owned it. Warranty is not clear. I wanted to sell it with the warranty. I'm still not happy that the warranty does not go with the pool but Paradise Pools has been very helpful and has given me more information about the manufacturer of the cover. Thanks for your help

The owner of this place is a complete joke! I love how it states on the sign " veteran owned" but…read morethe man offers no military discount! Spent 10k on a pool 2 years ago with the starlight jet package that the jets have corroded and they offer a one year warranty and he couldn't even try to make any effort to work something out with us, 300 a piece for the jets ( we have 2) a new package is 699. Overpriced, nice workers, terrible business owner. I bought there to keep the money local. I won't be making that mistake again. So, shop around for pool and products.

We signed our contract with Jeff in Sep 2024, expecting to start construction Mar 2025, totally…read morefine, we were told it would be 4-6 weeks TOPS once construction began. In Nov 2025 we were told they could start Jan 2025, fantastic to be able to start early, or so we thought. They dropped off the materials, which meant they got the first pull of funds. This went rather smooth, they prepped the area, put the walls in, this was done by Jan 15, 2025. There was an issue with the liner order, in February, they put down the Gunite, we immediately noticed some cracking on the stairs, emailed Jeff who assured us that was normal and not to worry. The next day they installed the liner and started with filling the pool. The water was not part of the contract (bad on me for not asking/realizing that detail). Immediately we noticed significant wrinkling in the stairs, I'm talking big chunky ugly wrinkles. Jeff assured us as the pool continued to fill they would sooth out. You guessed it, that did not happen, they remained until SEPTEMBER 2025. But that was just the beginning of the problems; communication, Jeff almost NEVER responded, we went sometimes weeks with zero responses or communication, many times contractors didn't show up as promised with no explanation. They were quick to make sure we got the release of funds emails though. The pump was broken, we only know because I had a problem with it, texted/called Jeff and he said "oh yeah, we know, we had to order a replacement", the concrete around the pool cracked the day they poured it, took 3 months to fix, the cut the grounding wire TWICE, we had begged them to bury it (my husbands an electrician) because he knew leaving it above ground left it susceptible to another contractor cutting it. When they cut it both times, we were never notified, the pump was running, the pool was filled, and anyone could that touched the handrails could have been shocked. It took a while to get him to respond and fix that. They left the huge dirt pile in my yard until mid/late March, kept telling me they had to wait for concrete to be finished before they could remove it. Destroyed the rest of our yard in the process. They initially "graded" the yard, but all of it sloped towards the pool, took over a month to get that fixed. We paid an extra $3000.00 for a walkway, took almost a month to complete it. It seemed like every hurdle we faced was because we were no longer "New" money. The minute we were stuck in the contract they stopped treating us like a valued customer. We were very clear that our project was in Lillington, that was never an issue when we were paying them. But it became abundantly clear that the construction on our pool was an end of the day/week project when they had no other jobs. And the kicker, they installed the WRONG liner, it isn't the one we ordered, and when I brought up to Jeff, he just ignored me. Construction started January 13, 2025, completely completed SEPTEMBER 2025. Remember when I mentioned the wrinkles in the stairs, we were told we have to wait for the water to warm up, ok no problem, come July, oh we're going to have to empty the pool to fix that. We spent months going back and forth over the stairs and Jeff just kept putting it off. Then they want to empty the pool 3 weeks before my daughter's wedding, which was being held at our home?! They did finally after a frustrated conversation, come out, fix the wrinkles and then refill the pool. They have one employee that was beyond helpful during the entire process and the only reason we didn't escalate our issues, José. He answered questions when we felt like we had nowhere else to turn, he helped get the last few punch items complete so we could finally be done with construction and move on. I typed up an email to send to the company a dozen times, and worried that if I voiced my frustration during the process, it would only get worse. At the end, I was just so exhausted and grateful to be done, I figured what's the point. I'm going to email the guy who created all the problems and stress, for what, he won't be sorry, he already got paid. And here we are, our first season with a completed pool, excited to get started. I emailed Pool Store of the Pines and I received a call, telling me that Jeff has advised them that I'm too far away to come out and have them open the pool, they suggest I find another company for those needs. I can't even describe the frustration I feel in this very moment. After $60K, 8 months of construction, after installing the wrong liner, horrible communication, now you won't even service the pool that YOU built?! Maybe if you live close to their store you receive better service, but just because they sign a contract with you, doesn't mean you'll get it.

Couldn't answer basic questions. Not helpful at all. Not sure if I was directed to a call center or…read morethe person answering the phone was just inept.

Great Company! Great crew very please with the pool and the work they did installing. Highly…read morerecommend them.

From start to finish, they did a beautiful job and Garrett at the Home office is very knowledgeableread more

I want to tell you what an awesome experience I had with Paradise the owner, Ray. We purchased a…read morehot tub and the wrong tub was sent from the manufacturer, through no fault of Paradise. It leaked and had only one pump. The tub we had ordered had two pumps. The manufacturer put the wrong model number on the tub. They didn't want to take responsibility. After weeks of waiting, we decided we didn't want their brand. Ray worked with us and we ordered a different tub. It was going to take several more weeks for the company they use to install the tub. Ray said that he would bring the tub and install it for us. He came 2 days later in the cold. I really appreciate the way he took care of us. I would recommend Paradise if anyone is looking to buy a hot tub. Great job Ray and Staff!

I can not say enough great things about Paradise Pools & Spas. Ray, the owner is very dedicated to…read moreguaranteed customer satisfaction. Everything with both our 33 foot pool and brand new Wellis Hercules Spa has been wonderful. The grading, Delivery, set up just everything, all the people were super nice. We loved our pool so much we just had to get the spa too. We will be purchasing and further necessities through the company as well. Cheers friends & choose paradise, for sure!

They have been bought out by Azure Pool Supply They quote…read moreyou one price and charge you another price. They don't know what they are doing. Buyer Beware!!!

I called them and had their repair man come out to look at our leaking hot tub. He arrived and…read moreexamined it and said we neded a new heater. He said he would check on the part and get back to us. He never contacted us again. I called Southern Tropics several times with no answer. I left a message for them to reply to me. No reply. I have finally given up on them. Strange way to do business.

Had a great conversation today via phone. They are super booked out and the answer I got was not…read morewhat I was hoping for but I appreciated the honesty and helpful answers.

I knew very little about pools when I bought a house that came with one. The folks here helped me…read moretremendously. They told me everything I needed to know and more. They don't try to up sell you. They would rather train/teach you how to install or fix issues that you have than charge you for them to do it.

Where do I start? How about customer service considering how much our society has been going…read moredownhill in this department for the past several years? Phoebe and her husband know their product and their customers, and are extremely passionate about both. Their top priority is to match the product with the customer's needs and desires because they acknowledge that it is a significant time and money investment. They spent over an hour with us in their showroom. Our first choice was a compromise because of variables not immediately within our control. It was successfully delivered by a contractor within the promised time frame. Several weeks later we encountered some issues that were beyond their control. They contacted the manufacturer and the issues were remedied beyond our satisfaction. Even their install contractor remarked that no other dealer would elicit such an amazing outcome which clearly means they are willing to go to bat for their customer. Not only does my husband and I recommend this dealer for Jacuzzi products but we also recommend them for advice and maintenance supplies.

We shopped around quite a bit while researching which brand spa to purchase, and it was an easy…read morechoice to pick Jacuzzi Hot Tubs of the Triangle. Phoebe has been a delight to work with, going above and beyond to help us select the right spa for us, and has provided great support before and after the install. We also feel comfortable buying the well known and respected Jacuzzi brand. Couldn't be happier with our choice! I never would have imagined I'd be comfortable buying a spa sight-unseen, but that's exactly what we did. Phoebe and her knowledge of the products made us feel comfortable doing this.

Updated review 3JUL22. After the past few experiences here I need to update my review. I had…read morestopped coming and going to another store when this place took a nose dive, see past review. However, I stopped by to pick up a few items (my new normal place was closed) and Leslies turned things around. customer service was back to what it used to be, friendly and great. Been there twice since changing and will return on a regular basis.

Great atmosphere, wonderful crew Was and still am a customer dating back several years, I would…read morelike to see more retail stores strive to deliver this level of quality and customer satisfaction .