We purchased an in-ground pool with LP&S 3 years ago. We used them for opening/ closing every season as well. Our service has been nothing short of excellent. We've run into a few issues here and there; but they've always been available to us, made things right, and checked in afterwards. The subcontractors they recommended were excellent, as we expanded the concrete pad much larger around the pool-side and we added additional electrical work. I even lost a gift card my work colleagues got for my birthday, and they bent over backwards to look it up and apply it to this year's closing (it was 2 years old!!!). This was a large purchase for our family, and I'm thankful we went with LP&S to make our backyard into a place my family will enjoy for years. read more

I've been trying to reach Liverpool Spa all morning. When I call, the automated system says to press 2 for Sales, but then tells me it's not a valid option. The same thing happens when I press 3 for Service. Since I haven't been able to get through, I'm posting here in hopes that someone can help. My mother purchased a pool on March 10th. At first, we were told the installation would be "sometime" in June, with the understanding that weather and all the rain could cause a slight delay. After my mother had to reach out multiple times just to get an update, she was finally told it would be installed during the second week of July. Today is July 16th, and we still don't have a pool. We also haven't received a single phone call, email, or text letting us know what's going on or providing another timeline. My father even removed our backyard gate back in June because we were told the installation was coming, and it's been left that way ever since. At this point, the lack of communication has been the most frustrating part. Delays happen--we understand that. But keeping customers informed shouldn't be this difficult, especially after they've already paid a deposit and have been waiting for over four months. I've encouraged my mother to cancel the order and request her deposit back so we can look elsewhere, but she's been very patient throughout this entire process. That's why I'm stepping in. Ordering a pool in March only to potentially have it installed at the end of the summer defeats the purpose. We're simply asking for someone to contact us with an honest update and a realistic timeline. Please reach out as soon as possible As my mother is gone on vacation now out of the country for the next month so I will be taking this over. read more

The sub contractor who was hired by Liverpool pool and spa to clear the land had on objective, do as little as possible and get the hell out. I now have 3 large mounds of dirt to deal with and 2 smaller piles of dirt. Their subcontractor also dumped a load of sand on the lawn that was more than needed, the sand has killed the grass in a 4 by 12 area. The pool seems nice but the installation sucked read more

me and my mother walked in the store today and no one said anything to us as we stood by the counter for 5 minutes. 3 girls (all of them were workers) walked past us laughing as we waited to be helped. When we did finally get help the woman at the counter took our bottle of pool water with out a word looked the name and slammed it back on the counter like she was angry at us for needing help. incredibly rude staff i'm only 16 and i have more manners than the people what we're working here today. if you can't be in customer service get a different job. the time we were in was around 1:30 to 1:40 pm on 7/24/25 read more

Still waiting for a call from Manager. Still waiting for the liner installation we were promised before July 4th to get started. The only thing they have been prompt about is taking our money. Maybe the staff keeps the owners in the dark about customer issues, maybe the actual owners do not care. I am going to contact BBB and then any possible government agency that can get thes people to do the work they took my money for. read more

They are the best don't waste your money on the cheap chemicals at Walmart. I don't care if it says Clorox. You'll have to buy twice and then not get it right. Wouldn't go anywhere else been their customer for 8 years. read more

Bought a Vita above ground spa in 2012! Sales was great, Service was great and the product is awesome! Don't know about pools, but as far as Spas go, we had a great experience! read more

I had significant work done on refurbishing my in ground pool. Summer of 2023. In the end the work was very nice. However their entire team has ZERO customer service skills or communication skills. Time after time we called with scheduling and repair concerns. Literally 3-4 calls before we get a call back. They also lost our diving board, they blamed the concrete contractor ( they recommended) said they didn't have the template to mount that older board. Well that's fine but where did my board go? Nobody could answer or give me a resolution. Fast forward to Spring 2024 my wife scheduled an early opening appointment for a discount. Now I would have asked more questions about price and exactly what their service entails. They came May 1st and rolled the standard cover (tarp) not a safety or mesh cover off and got all the leaves and dirt in the pool. They don't do a vacuum just hook up equipment and ladders. I thought the price was high for the service they provided $512.00 for about an hour of work. I called to discuss with their service coordinator and sent him pics of my dirty "opened" pool. He said he would talk to his guys and acknowledged the office may not have been clear on what exactly what they do as their opening. That's all fine we can discuss it tomorrow. But I see they will automatically put it on any card they may have on file. Regardless of who's card or when it may have been used. I told John the service guy on phone. "Do not use any card on file" because I don't know which one they have or if it's the one I prefer to use. Hell I may want to write a check or pay cash. Well a few days later my wife sees a charge on her card for the service. Without permission or conversation from their billing department on how we wanted to pay. "It's our policy" well I didn't agree to your policy or sign anything to give you permission to charge whatever you want. I guess they want to do MY BANKING for me. After a visit and talking to Monique about issuing a credit to my wife's card, she said they would as long as I give a card they can charge. I said when I see the credit, I will decide how I pay. She said that wouldn't work. So I said credit it or we will dispute it as Plain and Simple " nobody authorized the payment on the card you chose". Lousy customer service and communication we will never use them for anything again. P.S. this all revolved around the Baldwinsville store. Never had problems with E Syracuse store, but mainly used them for just chemicals and small items. read more

Liverpool Pool and Spa is a fantastic company that has top notch customer service. They are very personable and courteous. I appreciate their flexibility and ability to make the customer feel in the right. Thank you to all of them for their service! read more

So we purchased a pool above ground pool 27' service was great in the store with George and signed the paperwork for a me pool that day he said all the right things IE all the crews are employed by Liverpool pools and spa. Not true all subcontractors!! The excitation was rushed and charge 100.00 extra he said it was over 12" on one corner so out of contract but nothing measured over 12" that was Duane Heffernan. So this was on Sunday and Duane said rain had pushed out on Monday so the installers will be there first thing Monday morning! Well no show on Monday so the pool place came out and tarted it mid day after asking me if I could tarp it REALLY I'm at work and I don't have a tarp that large so they used 3 crappie tarps and had the seam in the middle so all the water went under the tarp that's a no brainer duh!! So now the installers show up Tuesday and the hole is to wet so they unloaded the trailer and instead of cutting out the roots that are exposed they left all of them were in sneakers nice shiny white sneakers really!! So they didn't want to get dirty!! So now I have been trying to dry the hole out all day and cut roots out what a joke so far I would not recommend this company. There is a complete lack of communication from the office to there subcontractors that we're supposed to be employees according to George flat out lied to us!!! So they final got the pool installed. 1 star because the pool has a great look. Past that a 0 star rating so I had to withhold 2000.00 of the payment due to the entire bottom of the pool under the liner ended up with major divots and foot marks all across the bottom 2 to 3 inches deep not good. Now I just got off the phone with the owner who is a complete ass he has not seen how bad it is and he was trying to tell me that it's normal divots and footprints in the bottom well over 150 divots / craters and 40+ foot prints well I think you better get out of the business and leave it to the pros. So the owner wanted to argue with me and belittle me for there bad workmanship and he went ballistic when I mentioned turning him into the better Business bureau and the attorney generals office he wanted to come get the pool and grade the site back off!!! Tell me there's not shady practices there. Buyer beware do your homework into these businesses!!! read more

This place has the worst customer service... I can't believe after our family has been coming here for years they can be so rude. I came to this store the other day and a middle age woman asked me what I needed, after I told her that I needed a vacuum for my pool, she pushed me to buy more stuff I didn't need and got mad after I told her no thanks! Also the Chlorine they sell was not good anymore, my pool (and other of my friends have had the same problem with this store) turned green really soon after I put the chlorine in, I had to buy the stuff twice a week. So I went to a different pool store, got some chlorine and my pool is still super clean after 3 weeks so I will not coming back to Liverpool Pool and Spa. So sad to see this business falling apart both in quality of products and customer service... read more

So, I sent out requests to a few different local companies to get quotes for a liner replacement as i know it's going to need to happen this year. In the request i sent the dimensions of my pool (16'x24' = 3 ft shallow, 8ft deep). now i know these numbers are correct, unless the assessor that did my property survey is incompetent. Liverpool P&S responded back and i quote "Here is an estimate based on your information. a pool that's 8' deep is probably 16 x 32. " Needless to say I felt insulted that he would just assume I'm wrong, so I responded back to not presume you know anything about my property and that my survey proves you other wise. And his response..... "If in fact your pool is 8' deep and is only 16 x 24 we are not interested in doing any work on your pool for liability reasons.".............So because my pool is 8ft shorter than you want to assume it becomes a liability issue? WTF is that excuse when all the other companies are responding back with no problems. Rest assured I am not interested in doing work with a company that wants to assume i don't know what I'm talking about, and when I prove that they don't have an idiot they can manipulate come up with a lame excuse as to why they don't want to work with me. Word of advise LP&S, don't insult your potential clients before even getting off the ground. Not a good way to generate business or referrals....or positive reviews where it counts. read more

" We have been loyal customers of Liverpool Pool and Spa since Gary Graham opened the doors of his business. We could not be happier with the highly qualified service and the support we have received from the entire team at LP&S over many years. Special thanks to Marty for his great customer service!" Don M read more

Very disappointed. My inground pool was initially put in too high. We brought it to their attention as soon as the hole was dug, before the pool was installed. They did not correct it or make good on the error after the pool was installed. More recently we are continuing to have problems with the pool and have been unhappy with the service. I will not use them again. read more

Poor service. The guy came to our house to check it out, did some tests and said he would be back next week. Never saw him again and he wont return our calls. Just trying to get our pool up and running. read more

Poor customer service, I have called numerous times, always transferred to voicemail and NEVER received a return call.

They are the worst. The sale of the pool liner went smoothly but when it was installed the sub-contractor called my husband a f...ing pain in the arse because he mentioned that it was being installed incorectly! I called the owner of the store and he really didn't care. 3 years later the pool has sooooo many crinkles on the bottom. You can't step anywhere without stepping on a crinkle. I gave it 1 star but it really should think about closing it's doors. read more

Had a contract Sept. 2015 to replace my pool liner and stairs. I gave them $3,000.00 up front and the remainder would be paid on completion. June 2016; I been begging and pleading for them to even start my project. After numerous phone calls and emails I went to the store, confronted them (Gary), and they began threatening me. The owner and manager yelled, cursed and physically pushed me out of the store and told me to never come back. They still had my $3,000.00! I said I wasn't leaving until they agreed to install my pool liner. 6/27/16 they began my installation. The installation crew was very pleasant. I told them of the threats I received from the owner. They informed that's how he is and told me to forget about it. (Water under the bridge)! The crew placed my new stairs into position. I did the remainder of the stair installation. Immediately after filling the pool I could see numerous walnut size rocks behind the liner, 4' down from the surface. Again I called, and called, and called. They then tried to convince me this was normal and wouldn't be an issue. I said fine, you do a half ass job I only pay half the price. August 29 they arrive to remove the rocks behind the liner. First they have to drain my pool 5' down. They begin draining and leave. A little later I hear some noise out back. They left my pool pump on and now my pump has been running dry. I inform the water to refill the pool is on them as I shouldn't have to pay for it. August 2017 it's finally over with. I still have numerous other rocks behind the liner they refuse to do anything about. $6,457.00 and 23 months later I'm done with them! read more

Lousy customer service. Opening and closings are $120 more than the place I now frequent. Consistently confused me with another customer with similar name and did (or didn't do) their work on my pool, although I always provided my name and address. Voicemail is their communication tool, I don't think I ever called and had a person answer. I purchased a home warranty plan that covers my pool ...I called the warranty company and they put the call out. Liverpool pool picked it up and made an appt to come over 4 days later. 4 days later at our scheduled appt time they called to see what the problem was so they could consider coming out. We told them to forget it. If you want to pay more money for less service, call Liverpool pool and spa. read more

They have 3 different yelp sites so I'm posting on all as a good deed to others. Avoid them at all cost! Never have I experienced anything like the poor quality and employee service like I did with this company. I cannot begin to start my complaints as it's to detailed, but warning to all -run don't walk away from them!! read more

We have been customers for 5+ years of LPS. From the first encounter with sales to our weekly water sample, we have been 100% satisfied. Our every opening and closing of our in-ground has been done with knowledge and professionalism. I took the time to post a long review on their facebook page because of how much we value this company. In reading the negative reviews here, I have to wonder if they are talking about the same company I am!!! read more

Had Liverpool Pool and Spa install our pool last summer. They were quick courteous and really explained how the pool would work and for a first-time pool owner that was very helpful. Every time we go into the store to have the pool water tested or to buy items everyone is very nice and very helpful. I would recommend Liverpool pool and spa everyone. read more

Very poor customer service. Will not help me with a mess they made in my yard. Want to charge me more money for a mistake they made! so much for customer satisfaction. Manager won't even help me. She spoke to me like I was an idiot. Will never do business with or recomment this place again. read more