I went to Pettis Pools in East Rochester to purchase some repair parts I needed to repair a hot tub. Unfortunately they did not have the parts I needed and referred me to the Hilton store. I went to that store and there were 4 people standing at the parts department that were extremely helpful in trying to fix my issue. I told them that the tub froze and the pipe cracked and I needed some fittings and hose to repair it. They looked at my drawing and then took me into the parts department to give me exactly what I needed and to cut a piece of hose in the length that I wanted. They got me all the fittings and their repair technician came in and asked what I was doing and I explained to him and he gave me some very good ideas on how to repair it myself and was extremely knowledgeable and friendly. I would definitely recommend them for any of your pool or Spa needs or repairs. I was very impressed with their friendliness and service. read more

If you expect any follow up after the sale or even moderate interest in you as a customer, you will be disappointed. Their communication is really substandard. The customer experience is far below par and if that is what you expect, you will be disappointed. I was at the store to get a status on my pool liner replacement. It was a Sunday. A sales manager was in his office. I shared what I was looking for. He never looked up from his PC and kept typing. He said call tomorrow. It was like I was bothering him. All this on top of they installed my 1st liner wrong and it had to be replaced. The whole process took a year and a half. The guys who installed the liner were ok and represented the company well except for quite a few F-bombs.......doesn't make Pettis look good. read more

Had a new inground pool installed last year, and Zach from the Hilton location has been great throughout the process. Unfortunately, my experience with the service department has been very different. We recently had a few minor issues and requested maintenance. After scheduling and paying for a cleaning service, our credit card was charged, but we have yet to receive any communication about when the service will be performed. Multiple attempts to get updates have been met with little to no response. The lack of communication, concern, and attention to customer requests from Pettis has been extremely disappointing. For a company that installed a significant investment like our pool, I expected much better customer service and follow-through. At this point, I'm seriously second-guessing whether I want to continue using them for future pool service and maintenance. read more

Bought a new home with 2 decks they helped me with furnishing everything all so professional and caring it was my first large home and loved working with this family owned and operated business great service and easy delivery! read more

Competitively priced, good work, no complaints. Called them for a new pool pump, filter, and saltwater package and they provided a great rate with a faster install than anyone else. The folks that installed them were professional and extremely helpful. They have my business from now on. read more

Recently bought a hot tub from them and everything from start to finish of the purchase was great.

I passed up a company much closer to home because of the positive reputation of Pettis. Such a disappointment to learn that reputation is unwarranted. Communication with Pettis is non-existant. Multiple calls and messages regarding a pool that was paid-in-full last September went unanswered. One message I left demanded either answers, or a complete refund, and still no one could be bothered to pick up the phone. Had to resort to sending a message through their website's generic messenger, and that finally got someone's attention. One employee (Josh) even admitted I should've had my pool installed and finished two weeks prior. They made promises to update me on where my pool was, which they never kept. Had to email the president of the company, and similar placations were made. Bottom line: if you want this process to go smoothly, you must exit your comfort zone and make a nuisance of yourself by calling both frequently and regularly, and keeping tabs on everything they claim they're doing. I cannot trust a company that communicates so poorly, and the problem is not a few people at Pettis - it comes from the top down resulting from poor leadership. That my pool was supposed to be installed by now is proof of poor inventory management, scheduling, and once again, leadership. If you want headaches and hassle, Pettis is the place for you. If you hope for something better, go someplace else. read more

After waiting 3 weeks for a sauna because paperwork was misplaced , it arrived with a wall panel missing. Now I have to wait another week for that piece to arrive then wait to schedule the delivery. read more

Here is my experience with Pettis Pools. Purchased an Elite Model 7000 hot tub from them on 8/27/2011. The walk-on cover was getting old and I called and spoke to Dale on 2/27/2019 to order a new Deluxe Cover which would take 4-6 weeks. I waited and made additional calls on 5/17, 5/13, 5/14, 5/24 6/5, 6/10, 6/15, 6/18, 6/25. During this time, I was told many times about the cover was being made, shipped, and then via expediated shipment. The first cover they delivered was too large and the wrong color. The next two covers delivered: one was too large again and one that did fit that was still the wrong color and not a walk-on. Dale told me today that there is no price difference between a walk-on and the one that was installed on Monday. I gave up and I'll keep what I got since I doubt it will get any better! Buyer beware...you decide if you want to do business with a company like Pettis Pools!!!! read more

Horrible customer service at Hilton location! Was told numerous times the manager would call me back 4 days in a row! Still have not heard from after several emails phone calls! read more

They have a lot of choices for hot tubs and they install pools. They replaced my liner in my pool and did a great job. Their pool opening and closing price is way over priced (over $300!). They do have great water testing of your pool water but stay away from Baquacil water system. Spent a fortune in chemicals and never could get pool crystal clear like i do with chlorine now! read more

There is absolutely no question that Pettis pools deserves at least a 5 star rating. I hired them to replace my inground pool liner, cover and light. The technicians who came to install the pool had many years experience and it showed. It is very rare now a days to find people who really know their product, are intelligent and not interested in just upselling you. I am very pleased with Pettis and recommend them to anyone with the utmost amount of confidence. read more

In the more than 20 years doing business with Pettis Pools I've always had my many questions answered and help when I needed it. read more