Terrible customer service. Do not back their services. Charge you without getting approval for services.

We used Performance Pools in Elk River and had them install a new heater. After having the heater installed and turning the heater on, it was found through heater did not work. We spoke with Jesse in the service department who first right off the bat wad horrible at communicating. He told is nothing was wrong with the heater and it was a gas issue and to reach out to our gas company. We reached out to our gas company and spend over $450 to find out it was not a gas issue and the heater had plenty of gas to ignite the heater but wasn't. We went back to Jesse and told him this and continued to place blame on the owners, with no apology or urgency to get the issue fixed. Jesse finally said techs would be out and after waiting over 10 hours and again no communication, we reached out asking and was told a tech would probably not make it. Again, no apology. It is beyond frustrating after owning Pools for over 25 years and knowing right away what the issue was but was told differently so we did everything asked and still not working. Jesse has made this experience so much worse. We understand mistakes and things happen but taking no accountability or putting no urgency behind it, and making unnecessary comme to about one mental health is absolutely unacceptable. They have lost a life long customer and we will be going above and beyond to ensure this issue is fixed and no one else has to experience this.​​ read more

We had our 20x40 in-ground pool installed a couple of years ago. The construction crew was amazing and once we were turned over to their customer service, our experience kept going down hill. We've had them winterize the pool in the fall and open it in the spring. The crew drained too much water out our first year and damaged the new cover before we ever even used the pool. Jesse (service manager) sent a crew out to look at it, then auto charged our credit card to fix the damage and took no responsibility of their crew over draining the pool when they closed it the previous fall. I let that one go. This year when they were scheduled to open the pool, they showed up again, with no notice, no communication and my wife saw them in the back, welcomed them and asked if they needed anything to let her know. "Nope, we're all good here" was the response. I get home and notice the pool is certainly NOT open like expected. The valves for the skimmers were left off and 2 of the 3 jets were left as well. I checked and was charged $250 for the opening and no communication at all on how the job was left half done. The gist of the response "I can't offer a refund for the lack of communication." If you're looking for them just doing half the work, charging full price and taking zero responsibility for terrible customer service, you've got the right place. Jesse had over a week of opportunity to pick up the phone and call, but instead chose to insult me and lose a lifelong customer in the process. I will never spend another dime with a company that operates the way this place does. read more

We recently purchased a hot tub from PPS. We got it up and running and it was great for a few weeks. Using it only 4-5 times with our two daughters. Then the hot tub started to lose water (about a foot in a week and a half) so we called the service department. I am new to owning a spa and do not know what I am doing when it comes to maintenance, but I am trying my best to learn. That being said, I asked several times to be there when the service technician came out. I wanted to be there so that I could understand what was going wrong and how to fix it in the future - if able. Especially since it cost me almost $200 just for the service department to come out and look at the spa. My initial call to the service department was on a Monday. When I hadn't heard back from them about scheduling by Wednesday I made a follow up call. I was contacted on Wednesday via text message and told they would try to be out to our house the following morning (Thursday). I said that wouldn't work for me as I would be out of the house until the afternoon and I would like to be there when they come. I then asked if they could come out in the afternoon on Thursday or anytime on Friday. I was told they don't offer service time requests, they come when they are in the area. I replied that I was a paying customer, who is asking to be there when they come out because I want to know what is going on with our very expensive brand new spa and what to do to fix it. I made it VERY clear that I wanted to be there when the service technician came out and that I wanted a heads up as to about when they would be there - to ensure that I would be home. They came out with zero warning. No phone call, no text message, no email. No heads up. After I said several times to please let me know so I can be sure to be there. Now I have NO idea how to fix this issue if it comes up again and will have to pay another $200 for them to come out and tighten a valve of some sort. When I called to speak to the manager of customer service department Jesse Peterson called me back. The same person I spoke to earlier in the week and the same person who texted me the day before. He was EXTREMELY rude and defensive- because he knew I had asked several times to be there and for a heads up before the technician came out. (Which is standard procedure for most companies!) However I received no warning as to when someone would come out and therefore missed the technician and thus missing the opportunity to understand what was going wrong with our spa. He tried to blame me for not being there, he said it wasn't a big deal and that the issue with the spa shouldn't happen again. I was very upset that I was given no warning and said I would have to leave a negative review to which he became extremely defensive and clearly upset with me. I'm still not sure if he is a manager or not, but the lack of communication and the aggression he showed me over the phone shows a total lack of customer service on his part. read more

Completely incompotent. They recorded the measurements incorrectly and ordered the wrong size pool cover. When I brought this to their attention, they wouldn't take a return or exchange. Staff was rude and unprofessional. There are tons of other quality pool companies... Avoid this one at all costs! read more

Horrible customer service. They never answer the phone they never call you back and if you ever do get a hold of them and request something from them they never do what they're asked asked call. Worst pool company I've ever dealt with!! read more

Awesome service to a first time customer. My 15 year old (Sundance) hot tub stopped working on a Sunday evening. I couldn't get it running again using my usual tricks. Expecting heavy snow Tuesday followed by below zero temps I was pretty sure the tub would die if I didn't get it serviced on Monday. I called Monday morning and was told that they were very busy with calls that had stacked up over the weekend and other prior scheduled appointments but would try fit me in as soon as they could. I came home from work on Monday and found my hot tub all zipped up and working with a new circulation pump and flow switch installed. Bravo PPS. Thanks for saving my hot tub! Marlon Gunderson Lake Elmo read more