After a patient wait for install, I'm missing two pieces after my pool install. I cannot fill up the pool due to the missing pieces and no one will call me back. Also, the build took three days and three trips for a small above ground pool and it's been sitting over a week unfinished. I paid for the extra trip charges for the builders as well. The liner was the wrong size and that was corrected, but I'm still missing two upright pieces. The bowling green office where I purchased the pool would not return my calls. Eventually, they told me to call and speak with Jim at the Cookeville office and I've left multiple messages with no returned call. At this point, I just want the pool gone and my money back. It seems like the company is a mess. Got a call back immediately this morning from bowling green manager!!! Thank you!! read more

Well finally retiring the two year old hot tub I bought from this place. The brand they own. CELTIC. Has a leak they can't fix., but are happy to charge me $250 to come say they fixed it. $5k down the drain. Please avoid this scam place and report your bad experience to better biz bureau. read more

AVOID THIS PLACE LIKE THE PLAGUE THEY ARE! ready & eager to make the sale... but horrible once you need service (and you will need service)... i am talking during warranty and after warranty! they actually damaged my hot tub spa when replacing a warranty part by wiring it incorrectly... i found this out later when the part shorted out just shorly after the warranty ended... they were terrible - please avoid them! read more

Stay far away I have paid for products and was told a delivery date for one. We are far past due on the delivery date and customer service has stopped responding. When calling local store, they told me they could not give me a delivery date now because they don't know from the manufacturer. When asking about a refund, that was not given as an option. The associate got combative with me on the phone when I expressed that the company has my money, is not offering a refund, and does not have a delivery date for my product. They eventually just hung up the phone when my ask is a simple question "when will the product I paid for arrive since we are out of the original expected delivery time." This was after I was accused of being a liar and when asking for the boss of the manager, was denied to talk to them. I hope this message finds a customer service rep to make this right which will change my review. Currently, if I get my product I will never come back to this store. I'd advise you to do the same. read more

We bought a great spa (bullfrog) from them a few years back. Sales rep was knowledgeable but would not return a call once he got his po. A few years later while under warranty we had a serviceman come out and he said we needed a new control panel and that it would take a week to get in. That was a month ago! I have called multiple times, left vm and heard nothing back. Not surprised that the reviews are so bad and very glad I did not order pool pump and filter from them last year when I was looking. Read the reviews folks and you can prevent a frustrating experience! read more

There was damage to my deck. I have been given the run around for 2 weeks. If they have no plans to fix it, they should just say so. read more

Pool & Spa Depot - Hot Tub & Pool Near Me - Brentwood, Tennessee

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HORRIBLE Experience - Buyer Beware! They lure you in with a polished sales pitch and a solid product, but the nightmare begins once they have your money. After purchase, it was nothing but delays, excuses, and poor communication. The so-called construction manager was an absolute joke. When issues started cropping up with the system, getting a response was like pulling teeth. Every single time, it took multiple persistent calls and emails before anyone bothered to act. One prime example: the UV filter that kept tripping my breaker. For weeks they claimed they didn't have a replacement. Then, without my knowledge or consent, they sent someone out to replace a bulb--never once communicating with me. Months later, when I followed up, they admitted they had "fixed" it but now wanted to charge me since six months had passed, even though I was never told about the supposed repair. Since then, I've had to replace several components completely out of my own pocket. Their customer service is unresponsive, their follow-through is nonexistent, and their accountability is zero. Save yourself the headache. Once they've got your money, you're on your own. Buyer beware. read more

If you could go with zero stars, I would. Worst customer service through their construction department. From start to finish we had to wait almost 9 months to even use once installed because failure to start pumps. Equipment is all faulty and service prices are horrendous! The only good people that work there are at the store in Brentwood and one service guy. NEVER USE THEM read more

Absolutely horrible customer service and zero help getting accessories for the Stealth swim Spa we purchased for them. I've been trying for one year to get a tether pole for our swim spa. They don't sell the accessories for the swim spa and they are zero help in helping us locate accessorie. Not sure how a company can sell a product and not be able to help with the necessary accessories that are used with the product. Salespeople , managers, no one is of help. No one follows through with calling us back. On top of that both the swim spa and the hot tub/cold plunge unit were delivered full of muddy water and with no manuals. Called to ask for manuals and they said they didn't have any. What??????? Horrific experience all a the way around. My gut told me the day we bought them that it was going to be a nightmare process and it has been nothing short of that!!! BUYER BEWARE!! read more

Put a down payment on a pool almost one year ago in July 20 24 paid for the pool fully in cash and for the install April 2025 was told the pool would be installed in May every week we call and told they let us know when they can do it and keep getting pushed out. It's being blamed on weather, which I understand But we're almost in July and I have nothing! read more

They can't be worst because nothing can pass their incompetence. Reaching to management is a joke, contacting the owner a waste of time. Make some research before giving your money to this company. Sales team is ok and some workers amazing to work with, however the lack of professionalism of the project manager and upper management is beyond imagination. They make you feel that you are not paying at all and all they do is help you. Is a shame that some good people still work for this company. read more

THE WORS!!! Absolutely the Worst Pool Company to Work With Our experience with Pool and Spa Depot has been nothing short of a nightmare. Our pool is only two years old, and we have had ongoing issues from the start. At every step, the level of incompetence and lack of professionalism has been ridiculous. From sales to installation to customer service, not one department has proven helpful or responsive. Reaching management does nothing--they either ignore your concerns or offer empty promises with no follow-through. I cannot stress this enough: do not use Pool and Spa Depot. This has been the most disappointing and frustrating experience of our entire pool ownership. Save yourself the stress and look elsewhere. No one should have to go through what we've dealt with. read more

Matt Hastings was super helpful and knowledgeable and answered all my questions!! Super nice guy I will definitely be back whenever I need anything !! read more

I am a very UPSET customer, brought a SAUNA back in July 04, the electric panel was damaged and it won't turn on or off, they said they ordered a part, but is OCTOBER, and I still don't have the sauna working. SAUNA is paid in full, and I have not been able to enjoy or even used. Every time I call, they say the part was order and is in the middle of the ocean, not even an estimated delivery time, is this good customer service? wonder if someone care.... read more

My daughter and son-in-law purchased an above ground pool last spring, 2024. Pool&Spa did the ground preparation, leveling of the sand base and installation of the liner. From their instructions, we put a 4" fabric covered drain pipe around the base before back-filling with 24" of gravel around the pool. By fall, there were a couple noticeable areas under the liner that did not have enough sand and were feeling rough when walking over them. Today they had a different crew for $650 come out to pull back the liner and add sand (our purchase) to the base. The crew that looked at it commented that the original installers may not have put enough sand down. Then after they went to reset the liner, it's now wrinkled and Pool&Spa said it would be another $1,600 to get a new liner installed, and that was a special deal. Like Travis M. from last fall, run away from this company. read more

Warning - Shoddy Craftsmanship and Lack of Accountability I bought a Pool from this company early August 2021. If I had only read the reviews prior I would have gone somewhere else. They get you to sign a contract which eliminates them from any responsibility from what their installers do. I asked the salesperson upfront, "So does this mean your people are going to destroy my yard?!" She laughed and assured me this wasn't the case. The workers they sent resembled a crew who the TN state prison had just released. They weren't friendly and had cigarettes hanging out of their mouths as they threw the pool together. The liner is probably burned somewhere. The amount of sand and gravel that you are required to purchase ($500+) that's on their form is not accurate. There was a large amount of each left over and it's your responsibility to get rid of it. There was trash scattered around the yard - once again, your responsibility to get rid of it. We voiced our frustrations w the salesperson Charity and the owners son, Daniel. Daniel assured us he'd "make it right". He's yet to follow up and be accountable for all of this. You would think the owners son would want to ensure customer satisfaction - that is absolutely not the case w Pool & Spa Depot. Also you will need electrical work done for the pump and a halo around the pool (not disclosed by the fraudsters - $1500-$2000). After the electricians came out they said people complain about Pool & Spa Depot constantly. Another thing, when people try to leave honest reviews on their Facebook page it gets deleted. There's no telling how many reviews these liars have deleted. Charity also told us they'd give us $150 gift card if we sent pics of the installation . We sent plenty of pictures and haven't heard back about the gift card. Deceptive liars is all they are. We had to get another swimming pool company out to fix their poor installation of the pump and filter. They didn't put a valve on the back to release the water ($200 for this) So before you decide to go with this inept company please do your research and save yourself the headache. read more

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Not very good in building a pool. My liner is not secure on either side of the steps; the steps are uneven and pool bottom is not level. read more

Pool & Spa Depot - Liner not secure or cut to shape. - Hot Tub & Pool Near Me - Brentwood, Tennessee

We decided to replace the pool that was in our yard when we purchased our home since the side blew out. P&S salesmen are like used car salesman, yes you saw the red light come on but that's not what you're looking at. Our pool is not a year old and surprisingly nothing is under warranty. The skimmer basket was leaking this spring and they sent someone out to check it, guess what, user error the rain water that got into the line was our fault. Go figure. The mechanism that's supposed to filter the water blows the circuit every time it's plugged in, they claim it has a crack in it. No cracks here people but that's no under warranty either and you can't get part to replace the ones that are faulty from anywhere but them. Do your research, check the reviews and shop somewhere else that will uphold the warranty on their products. read more

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I'm stuck with a jacuzzi cover that doesn't fit. They told me to get the measurements from the manufacturer. I did. They do not respond to requests for help. Never ever purchasing from them again. read more

***BUYER BEWARE - Don't use this company*** We are on our 3rd pump within 2 years..... and now that the 3rd one is totally screwed it is out of warranty. I truly don't think they have any pumps that work correctly. Should've never went with this pathetic company since they didn't seem to want the business to begin with. All I wanted for my kids was a pool and now we just have a continuing headache sitting in our back yard. Biggest mistake ever. Not to mention how the steps that came with the pool, the platform was not for those steps... and when we had someone come out to look at some issues as well as the steps... the guy called some lady who had an attitude and argued saying we just weren't doing it right. News flash lady.... it WAS the wrong platform piece. When we got the replacement platform, the right one, it was a different color. Like really?? Our liner was done pretty crappy, all kinds of wrinkles and divots from day one. They came out to look at it and tried to say it was normal. Never in my life have I been in a pool feeling and seeing these. Another company came out and looked at it, they said it is not normal at all. By this time it was out of warranty. Nothing but a total sh!+ show from the beginning. I will never ever recommend this company to anyone. I'll always tell them to stay far away. read more

When spending $85k on a pool, one would expect a certain level of professionalism and communication. It seemed that different departments didn't communicate with one another. This led to a lot of misguided direction on who should be updating us on where we were at in the process. We were given a start date three different times. Each time that date passed, there was no update given to us on what caused the delay. I understand costs on the rise and weather delays, I don't understand not calling someone by promised dates. This went on for three straight months. The final straw was when the lady in the construction department told me that she had updated my wife every 2-3 weeks. When I brought to her attention that we were the ones reaching out to them every month since the start of this year, she said we could take a look at Verizon records to see if that was true. It is a shame that it took a year of hanging on to figure out that this company didn't want to earn our business. read more

I purchased my pool 5/28/2022. I paid in full and was given a time frame of around 5 weeks. It is 8/6, and I have yet to get my pool done. After doing research on the TN board of Contractors website, I learned that they are supposed to be obtaining the permit and they are deceiving the customer by having them sign a contract agreeing to obtain the permit. By doing this, they are limiting their liability.My installation has been rescheduled x7. My initial installation date, the crew didn't arrive until 3:00 and it had started raining, one other time it was raining. Every other time they were either working on someone else's pool or couldn't "get concrete". The owner has been contacted and instead of apologizing, he provides every excuse in the book. I currently have a hole in my backyard and a shovel propping up my pool stairs. Pay the extra money and do not use this company!!! read more

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If I could give them a negative 20 I would. Poor customer service, poor completion of the project, hidden costs. Took months ... months to get the project in their mind complete. Had to hire another company to complete the project after several thousands later. Run don't walk way from this company. read more

Truly so help with everything! Matt was the best salesman & Ben was extremely helpful getting my pool back open! Everybody at the store was so kind and accommodating read more

Terrible craftsmanship, non existent customer service AFTER they already have your money! Multiple problems over first 2 months. Funny how Google reviews are great, but yelp DRASTICALLY contrasts it. Company is obviously propping up with fake reviews. read more

***** NOT WILLING TO MAKE IT RIGHT ***** I prepaid for an above ground pool liner with installation in the middle of last April. After a lot of patience and multiple calls I finally got a hold of somebody that figured out I wasn't being put on the schedule because someone else didn't follow the stores protocol and therefore I was never going to be scheduled. I only prepaid because they said the installation would occur faster. The next problem was when the contractor showed up, they were not given the correct pool liner. Pool and Spa Depot gave them the wrong liner. The contractor then said that it happens too often. The good news is a couple of weeks later, they returned with the correct liner. Now it was the middle of July. I specifically told Pool and Spa Depot to bring out extra sand because I thought it would be necessary. Guess what they forgot to bring with them, SAND! Apparently they didn't tell the contractor. The good news is that I thought they might need more than they would bring so I purchased and personally picked up an additional 12 bags of sand of which they used every bag. The pool liner was replaced within in a day. However they did not connect our pump for us after they replaced the filter. When we did get the pump reconnected it could not be reconnected in its proper location because the PVC piping was no longer long enough. I am reconnecting the pump this year at the beginning of the season and decided that I would have Pool and Spa Depot come out and correct the problem. Well since I was over 120 days from the installation they said I would have to pay for it. $245. I spoke with Heather who was nice and gave me a quote to correct Pool and Spa Depot's subpar installation. I then spoke with her manager Bridget, just asking them to make things right. I gave them the grace when they made a mistake and took 3 MONTHS to come install the liner we prepaid for, I was hoping that they too would provide a little grace. Nope! It is important to note that Pool and Spa Depot employees do not actually do the installations (at least for above ground pool liners), it is all subcontracted out. The pool is still holding water so I gave them two stars but there has got to be someone else that can do the job better! Poor service... So, read the other reviews here and note that the only happy people are those that simply bought outside furniture or only discussed an installation. There are very few people who actually write a positive review of their installation experience. There is a reason for it and you probably won't be the one who is suddenly happy with their performance. Don't fool yourself like I did. read more

Pool & Spa Depot - Clearly this connection can not be made easily. - Hot Tub & Pool Near Me - Brentwood, Tennessee

Worst experience! Absolute nightmare. The sales person John intentionally gave me the least info possible to coach me into a purchase. He wanted That commission. I wanted a pool. What I got was four lost days of work. Because they showed up with wrong equipment twice and didn't show up at all once. A pile of rocks and sand on the road a $5000 sewage reroute. These guys bullied me into cancelling to get out of it. I complained on Facebook and they deleted my comments. They sent me an email trying to shush me as well. Read across all platforms. If it goes good they sound great if there is an issue you get screwed. Don't work with them don't work with them! read more

Our experience purchasing a swim spa was wonderful. Our salesman, Ron Neal, was patient answering all our questions and helpful in making our decision. It was a smooth transaction and we left feeling confident we made a good choice not only in what we purchased but the company we purchased from. read more

* Buyer BEWARE!!!! Before making this review I read through some others. I wish I would've read these reviews before getting P&S to replace my pool liner. This definitely has been a nightmare but it sounds like that is par for the course for this most unprofessional company. They have left two guys on my property while the others left to go do another job. Said they'd be back in 2 hours.. it's been 5 hours. The pump broke so all the water is not out. The guys literally took a nap at my pool. So many other things that I won't mention but I've basically had to babysit them since they got here. I WILL NEVER USE THIS COMPANY AGAIN! When I called to find out what was going on... well let's just say if you get Bridgette on the phone - don't waste your breath. She doesn't care and she should not be working with customers period! Seriously this is the absolute worst company I've ever dealt with in my life!! read more

I will say they are very quick and taking your money for a product that they do not even have in stock. That is not even the worse part...I had to call them after a week of ZERO updates or anyone attempting to reach out just for them to tell me that they do not know why someone sold me the liner as they don't even have it in stock. Very poor customer service agents that are unaware of what they are selling. HIGHLY recommend any other pool company. read more

I would give a ZERO rating if I could. Save your time, money, and aggravation and go to Family Leisure. At least there they know what they are doing. read more

The salesman was great. The store manager was great. Once you interact with there construction team it becomes a nightmare. They undersized my pool equipment. The project manager disappeared for months. Once the head of construction got involved just when I thought it couldn't get worse it did. John Mantay consistently over promised and under delivered. It took over a year for my pool to pass inspection. Pool and Spa Depot wanted final payment and sent nasty collection letters before the pool passed inspection. Well it failed inspection and several items needed to be fixed. I always paid on time up until the last payment. They promised a 12 to 16 week build time and it took a year. Maybe they do well at above ground pools but if you are looking for inground run! read more

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We were so excited about getting a pool finally ! We met with these guys twice picked out everything and scheduled with them to come out and take measurements and get things going! We put our deposit down. Well, we took off work and they never showed up. The excuse was , " I didnt put it in my calendar , I have a meeting I will call you back." Unprofessional and rude they lost our business and after looking at pictures and reviews Im glad they didnt get us as custoners ...phew! Things happen for a reason read more

We recently purchased a house in Columbia. Unfortunately it came with a swimming pool that was provided and installed by pool and spa depot. Not only was the installation very poor with divots in the floor and sinking around the edge but service on the catchfish robotic pool cleaner is non existent. Not only was the unit replaced just 6 months of use, the new one is also failing. On top of that , the warranty on the replacement ends when the warranty ends for the first one. I am on day 4 of trying to get an answer, with no one calling back after numerous promises. They have a great sales pitch but I would run away as fast as I could not to do business with this company. read more

I was shopping for a hot tub after staying in an air bnb with one and knew nothing about them. So I made an appointment at Pool and Spa Depot in Cool Springs with Matthew. I learned SO MUCH! He was so knowledgeable! They have so many brands, and so many features. I feel like an expert leaving there. My wife said no, (for now) but that doesn't mean that the first second we decide to purchase one, we will be calling Matthew and making that happen. I don't write a bunch of reviews, but in this case, when people are this helpful and friendly, I couldn't not share my experience with the world. Cheers read more

I wish I could give this place 0 stars. First off, the customer service is AWFUL! We bought a hot tub in April they never deliver or called after they took our $10,000. We had to call weekly to try and get updates on delivery. After 3 months (when we were originally told 4 weeks for delivery) the manager offered us an "upgrade" for our trouble. The upgrade was a BROKEN older discontinued model with the wrong cover that doesn't fit. I've called the manager at this location multiple times with a promise of a call back and NOTHING! Next step is reporting them to the BBB. This place is an absolute SCAM! Go somewhere else, anywhere else. It's now October and we're stuck with no help, no answers, no end in sight and a broken AWFUL $10,000 hot tub. read more

I don't have enough words to describe how bad this company has been. Pools aren't cheap, and we expected so much more from this $90k investment. We chose a 16x40 fiberglass pool that was supposed to be a quick install once it was built offsite. I will say that this Latham pool is beautiful, so we just wish we had chosen another company to install it. Our first issue was a major one, the project manager didn't get written approval through the city of Brentwood for where they piped and placed the equipment pad. This mistake took 5 months to fix(on what was supposed to be a 2 day installation) during which we had a giant muddy trench dug out in our yard that resembled a moat. The filled swimming pool became a green swamp (complete with floating dead mole) since they never sent anyone to clean or manage it during this time. Shrek would have loved it! We did not Once the piping issue was fixed, it took over a month of us constantly pleading to the project manager for them to send someone out to clean the pool, or just to teach us what needed to be done so that we could do it ourselves and begin using it. Once it was finally clean, he gave a short and incomplete tutorial on the equipment. Since we weren't shown how anything on the filter system panel works except for the on and off button...no settings or any information on the other buttons...we are completely lost now that it isn't operating correctly. We assumed he would be available to help with any issues in the beginning, but he isn't. He says we need to contact the service center. Next, when we did finally get to use the pool, the top stair was so slick that 2 friends fell on it in the first week. One broke 3 ribs. We reached out about it being unsafe and the only help we were given was to have someone(independently )install a boat deck type coating. They took no responsibility for making it safer. Also, their installation of the pool safety alarm was sticky Velcro tape(around water ‍)which quickly fell off and into the pool. They didn't fix this issue when informed about it, causing the electrical inspector to fail it. They have since sent someone to attach it to the pool ladder like it should have been to begin. Now let me describe the "workers" who were sent to install the lights that were part of our pool package. They came out 3 different times before figuring out how to install them. They sent 4 guys, but only one did 90% of the work. I watched one guy nap on my patio for a couple hours, one lay out on our pool chair, and all of them spend more time lounging and scrolling on their phones than working. It was like watching a SNL skit. It made for a funny Snapchat story and picture opps, but it wasn't great for anything else. After 2 full days at our house, and signing off that the lights were complete, one of 3 lights doesn't work and the other 2 won't turn off. That's where the lights stand as of this review. My final complaint on this ongoing Pool and Spa Depot saga of ours is the Port a John situation. Because we had other construction, but the pool was (supposed) to begin first, P&S were responsible for the Port a John all of the workers for both projects used. We couldn't get them to empty it regularly. We would message and message because it was smelling all the way to the street...but rarely got it emptied. In the end, our other construction people began using our home toilet because the portable one had maggots living in it and we couldn't get it cleaned. I have so much more I could say, and I'm sure there will be a ton more in the future since I've now read what other reviewers have to say about their service department . I hope this review helps anyone on the fence about which company to use. Let our mistake be your lesson and pick a different company for your pool! read more

The most frustrating experience. From the beginning the salesman WAY over promised and didn't mention countless things that I ended paying out of pocket. I paid a lot for our pool and it's now nearly a year later and still trash scattered around from the crews, ladders and various items not done. Minimal help and guidance. We had been very patient and always paid our stages on time! I would NOT recommend ever using them! Worse contractor and experience I've ever encountered! If I could give less than a zero I would. read more

Make sure you get everything written down or documented--even record the conversation! Record everything! read more

Terrible customer service. Spent $70,000 and didn't even get a "thank you for you business". Worst install. Worst concrete job. Worst fence install. I know they'll say that was 3rd party but they recommended them. Also, Worst electrical install. YOU SUCK. read more