I already have to replace my liner after three year's. My heater already went bad. Plumbing had to be re-done. They broke three sections of my sidewalk they won't fix. Concrete is already cracking around the pool. They are a terrible pool company. read more

REVIEW UPDATED! Boy I wish I would've read these bad reviews of Nelson's before I let them pvc hard plum my pool hoses! I also wish I could give them 0 stars! I noticed a small leak 8/27/23on the hard pluming to the SAND FILTER they installed June 2023. I called to get this repaired since it was just this summer that the work was done. Being told I would have to pay $142 for a service call for work that was just done THIS summer! So I asked to talk to NANCY NELSON the owner. I see her name on the other bad reviews of Nelson's. Boy were the right!! I told Nancy that I would pay 1/2 of the service fee. She would not budge! I also told her I regretted ever having the hard plumbing done. I was thinking out loud and said my deceased husband would not have wanted me to have the work done in the first place. (He passed 9/4/22.) Nancy says "Don't bring your dead husband in this, he can't help you!" OMG! I couldn't believe she said that! I told her to come out and put everything back the way it was. Which is taking all the pvc pipes off and putting the hoses back on and after that I would never use Nelson's again! I agreed to pay $200 to have this done. I'm not going to pay $142 for a service call every time there's a leak because of crappy work! I never had issues with the hoses. I was sold that the pvc hard plum is the way to go. It's not!! No where in the review did I mention the solar heater! It did leak several times before they brought me a new one. Yes we did hit the hose to the solar heater. We used the hoses that were left over to fix it. It is now leaking at the coupling the tightens the hose to the solar heater. We disconnected the solar heater all together. That I regret buying also! But again this review is about the small leak to the sand filter and the horrible customer service I received from Nancy Nelson the owner. I never said a word about her technician! They were to come out 8/29/23 to do the work I wanted. Nancy wanted $200 cash from me because I guess she thought I'd give her a bad check. I got the cash and took it to Nelson's, gave it to Nancy and had her sign the receipt saying the work would be done. I also told her I hope her husband never leaves her a widow and that she doesn't have to put up with a very disrespectful person like her! The work was never done. I was called the next day saying they decided not to do the work because I was firing them anyway and that they were mailing me a check for $200. I told them no I want the cash back. So I had to go back in there, of course Nancy was hiding and had an employee give me my cash back. She also had him call me telling me the work would not be done. Sorry this is long but I wanted to tell everyone exactly what happened. I was also in the parking lot telling a lady about this place. BUYER BEWARE!! READ THESE REVIEWS! I am also going to call the Better Business Bureau. Thank you for your time. read more

Disappointing and Frustrating Experience with Unprofessional Owner. We spent thousands of dollars with Nelson's Hometowne Recreation over the past two seasons only to be ignored, dismissed and lied to by Nancy, owner of Nelson's Hometowne Recreation. We will be taking Nancy to court for expenses she agreed to reimburse us for during the 2023 summer season. Nancy has chosen to not respond or reply to us in any format and that is why we are writing here. read more

I stopped to buy some hot tub test stripes. I was surprised buy the high price. The employee was very rude. I won't be buying anything from them ever again. read more

Honestly, the most expensive company for service I have ever experienced. Coming from California where everything is exorbitantly priced this place takes the cake. We had an in ground pool that cost less than 1/3 of the price for weekly service. This is a small above ground pool that is barely functional and frankly we are only maintaining because we are renting. We were charged a "pro-rated" rate for the month of June (3 days mind you) for $160+ and a full month for July $320+ for servicing the pool 2x per month. Their "contact" does not say anything about a $ amount per month but just a total which is misleading. We called the 3+ weeks ago and the response was "oh yeah, I have been meaning to call you" meanwhile the pool is completely green and then we were charged extra to align the chemical levels. Unbelievable really. I would steer away from this place at all costs. Find something better because there cannot possibly be anything worse... read more

Absolutely the worst pool store / service we have ever worked with. We've owned different pools and worked with different pool services for over 25 years and Nelson Pools is by far the worst we've worked with. They didn't return most of our calls / emails and if they did, they were days to weeks later. We had just moved to a new house with a pool (that Nelson built only 8 months before) and we asked Nelson to spend some time with us on how the pool works. We were willing to pay for it. Instead, they sent "summer help" that didn't know anything about our pool. The "summer help" they sent couldn't even get the filter going correctly. I had to figure it out on my own. Thankfully we found a much, much better service to take care of our pool. Nelson Pools is FIRED !!! Stay away from these guys. They're amateurs. I'm seriously considering calling the Better Business Bureau on this company. read more

Called for what I thought was a simple repair. Hot tub was only four years old and was leaking water. First they fixed a seal. Then it was still leaking and they told me it was the motor. Replaced the motor. Then the electronic component mysteriously went out as well. Fixed it and yet it is still leaking water and worse than ever. Billing has also been a nightmare because if you buy from them you receive 20% off the parts. Hasn't always been the case and I've had to bring it to their attention several times now. Would not recommend this place read more

We bought a home that came with a pool table that needed recovering. Nelson's took care of everything we needed with care due to covid and professionalism. read more

Wish I could give this 0 stars! Tried to order a pool liner for our inground pool. Someone from Nelson's came out in the spring and told us the liner would be put in end of May. Second week in June, and we still hadn't heard back (but they did charge our credit card!!). We finally got ahold of Nancy (the owner), who told us there had been damage to the liner and she had to send it back. She promised we'd get it by the end of June. End of June, no liner, no communication. Called Nancy and she was rude as can be, but told us July 2. Of course, July 2, no show and no call. We called the credit card company and cancelled the charge (thank goodness we used a credit card). That got Nancy to call us back. She threatened us, told us she would drop the liner off at our house so we'd have to pay, told us the price was going to be higher than we had been told. She yelled at us on the phone, and was threatening and nasty. Never have I experienced such terrible customer service and lack of integrity. I will NEVER purchase anything from Nelson's, even if I have to pay more elsewhere. I urge you to look elsewhere for your pool needs. Check out Patio Pleasures in Sun Prairie or Splashtime in Elkhorn. Worth the drive for MUCH better customer service and reliability. read more

Duane, Nancy and all the staff have always been friendly and helpful.They are prompt with their service calls, knowledgeable about their products, and reliably return phone calls. read more

We had a good experience. We bought a hot tub and was delivered and called for instructions and were taken care fast. Only complaint was we asked which way the cover went on so we could get the electric on the right side and was told the wrong way. People are nice to work with. We worked with Jess for sales and Bree in the service center and were happy with both. Glad we bought local because they took care of any questions we had immediately. Darlene W read more

Horrible! This was the worst experience that I have ever had with a company. I am calling the better business bureau on these guys and I do not do this lightly! 2 days after I bought the hot tub, I decided that I was not comfortable with the purchase because I had doubts that it would work at my house. The spa never even left the show room. It took me a lot of phone calls to get my money back from them. Once they finally agreed to cancel the order, it took almost 2 weeks to get my money back.The owner was very rude and disrespectful. Everytime I tried to talk, she would talk right over me. After reading some of the reviews on this page, it makes me feel that I was not the only one they wronged. All they care about is money and I will never go back to this place again. read more

Your best bet for all things recreation in the Stateline area. Can't speak to their pools, hot tubs, or any other rich people's toys, but their darts supplies are very reasonably priced, and have become so more over the last couple of years. I appreciate that. Seems like they would be open to ordering things for your that aren't in shop. No hassle returns. Great place. Tremendous place. read more

Terrible communication, both internally and with the customer. I tried for 2 months with unanswered phone calls and emails and finally had to go into the store to talk to someone. They assured me they would fix the problem - which was related to their poor installation of our liner - and they never did. read more

Wow.. could not be more disappointed, Walked in with the filter we un-installed from our spa. They could not find it in inventory, or computer. We left the filter with them to procure it for us. a call or two later, we pick up the filter that we are "assured" it would fit. Could "bring it back" if it does not fit. The sad part is that the filter we left for them to order was a "male" ended screw in filter. The one that was provided back to us was a "female" screw in filter. My gal comes home, tries to install the filter... of course it does not fit. Take it back to the store... blah, blah, blah..... the filter provided was "the one in the computer", was the pathetic response from staff and owner NEGLECTING the FACT that the one we left with them was "in the spa" and THAT was the one we needed. really...? Had to go thru that with them and be denied refund because it was wet.... AND that they could not with all their suppliers find us one to fit our spa... rude, disrespectful, demeaning.. Hope this helps the next shopper. $50 proverbially "down the drain"... read more

Bree is in charge of service. She get requests from over 50 people per day, but when we really needed help to open our pool cover, she made it happen. She has guided us through a lengthy repair process. Tyler is knowledgeable, respectful and capable and even shows up on time. Duane Nelson came out too and he and Tyler personally repaired our cover, then checked some other pool issues out and gave very helpful suggestions. What a breath of fresh air! Thank you Nelson's! read more

Horrible, horrible, horrible on the service side. We tell them what's going on with our hot tub and simply need a repair vs. replacement estimate for freeze damage over the winter due to the cover blowing off and snow blowing in our winterized hot tub. Tech comes out, removes several jets, bypasses drain pump, and leaves. System is still leaking and parts that were removed are sitting in bottom of tub. We get a voice mail a week later telling us that our hot tub is in bad shape from mice damage to insulation. What?! I call back and speak with the service department. We are only asking for an estimate related to freeze damage and nothing else. The mice didnt cause freeze damage to the fiberglass. They say they will send someone out several days later so we make sure we're home. The day they're supposed to come, they call and say they'll come the next day. Next day, no call no show. Call and leave a message for them to call if they want our business (as we will likely replace the hot tub but need a repair estimate first). Still no call. And we still have parts missing, etc. from when their first tech came. Bree in service is horrendous. Obviously customer service is an issue for this place based on other reviews. read more

I have walked in twice with an intention of buying a hot tub, but was never given any assistance. I don't know what you need to do to get help, but I found it very frustrating. I will be going elsewhere. Also, the sales people who know about hot tubs were already gone at 5 pm when they are still open until 7 pm. read more

We bought a hot tub and needed to replace the filter it came with (it was dirty when we got it) and they charged $50 for a filter that is $25 at Menard's and $20 online. The chemicals I purchased were about twice the cost of what they are available for elsewhere. When inquiring about moving the tub to our new house, they wanted $500, but graciously agreed to lower the price to $450. Other local businesses quoted prices of $350, $250, and a max of $300; all with insurance on the tub. I certainly advocate shopping locally, but not when businesses take advantage of you. The service you receive here in no way justifies the higher pricing. They're charging Cadillac prices for Chevy service; explore other options before you buy anything here. read more