Absolutely top notch!!! Amazing staff and absolutely beautiful store! Had no intention of purchasing a hot tub until I saw the Sundance Aspen....... Highly recommend to give this store a stop. Quality, kindness, and all around awesome! Don't let the review score scare you as the service and willingness to help by the staff shows they should be a 10 out of 5!!!!!! read more

Can't say enough about the great customer service! Niki is so knowledgeable, friendly and professional! We got a great deal, learned a lot about spas and can't wait to get started! read more

This business is a joke; Customer service is horrible. I placed an order June 18th that cost $149.99, they instantly took my credit card payment. I have called multiple times, sent several emails on the status of the shipment. NOTHING, until I said cancel and refund. Then I get an email that stated the order was shipped already. I ask for a tracking number, again NOTHING. What a joke, I would not recommend this company for any products. And just like that my package showed up via USPS. However, I will never use this company again. I will pay a little more for better customer service. You have been warned. read more

I will keep you posted they finally called me back to do the warranty work on our hot tub.

Think this is a horrible company. The one time I did get someone on the phone, it was a young girl that acted like she couldn't believe I was bothering her with questions and never had anyone call back . I called again, left a message and nothing . That was 2024. I again this year tried to call to get my pipe in my pool fixed since it seems people that work in the pool industry do not want to work, again, no answer or call back. I would not recommend them and soon they will close like pool cat for bad business practices . read more

We purchased our hot tub from Pools Plus. We had a small issue (some kind of vapor lock), but instead of an easy fix, PoolsPlus said our tub should be replaced. I believe that PoolsPlus intentionally delayed repairs so we would buy a new tub. Service techs gave advice that actually caused damage to our tub. At one point they tore off the side panels and left! Not the access panel - the siding of my tub. Tub mechanicals were left open to insects and wildlife. Service techs left debris scattered all over my yard. Said they'd be back "next month." EXACTLY the same experience as Doc L review "...complete incompetence. Our hot tub was brought in for repairs and it's been almost 2 YEARS with one run around after the other. We are told something different every time we call, It's a different person almost every time, promises to return the tub to us are never kept. We've asked to speak with the owner and thus far the request has been yet another run around..." Don't buy your hot tub from PoolsPlus. read more

We purchased a Hotsprings Grandee spa from this Grand Rapids Michigan area company. When we thought there may have been a problem (there may not have been) with the spa 12 years later, we asked the company if they were able to diagnose and repair. Generally, you ask the company who sold you the spa first--we could have had another company do this. But Pools Plus said they could do this. A Pools Plus employee came and looked at the spa and said they would have to take it back to their warehouse to diagnose it. They broke our spa in transit. We authorized repair. They became unable to reach. Finally they said they could not repair the problem as they had "never done this before". They aggressively tried to sell us a new spa. Because our spa was in very good shape before they took it, we asked for them to return it. They said they would, but did not show up on the delivery date. Then they told us they had made a repair we did not authorize (and was not needed). When we inquired about the lack of delivery, lack of diagnostics, and unauthorized repairs, S**, the repair man at Pool's Plus at that time, said they would return the spa at no charge. Another date was scheduled. Another no show. The company said they were understaffed. We graciously accepted their excuses. Another year went by and they failed to deliver again on a scheduled date. The spa weighs almost 1000 pounds and should not be transported by untrained people. Nor should it be filled with water and installed in the middle of winter. So, we attempted a 4th delivery. Instead, a Pools Plus employee stating he was speaking on behalf of the company owner Sc**t Wheeler, said we would have to pick up the spa ourselves and pay them over $2000 for unauthorized services or else they would file spa abandonment charges. This company then sued us for over $7000 in unauthorized services, and then dumped our once beautiful and now completely destroyed 1000 pound spa in front of the entrance to my small business office (a veterinary clinic). Pools Plus refused to deliver the spa when scheduled to the correct location, but then entered our property on a date and time we explicitly told them they were not allowed to, and caused damage to our spa, our property and my income. According to Watkins, the manufacturer of this spa, this company is no longer allowed to sell their products. I highly do NOT recommend doing ANY business with this company. I will not be a bit surprised if Pools Plus of Grand Rapids Michigan attempts to sue me over my honest and legitimate review of their dishonest business. read more

Pools plus is truly a great company! I came to them 3 years ago and i loved the atmosphere and amazing customer service. They always helped me in any way they could and I also loved the products they offer. They do free water testing and explain everything you need to do to fix whatever problem you have and to get your water back in balance! During Covid they had some trouble getting products in, as did everyone, but they still treated customers with respect and care. I am getting frustrated with people who blame the entire business for not being able to get products in. They assured me that if they could get the product to us right now they would if they could!! They are always so friendly! read more

Everyone is super helpful and friendly. Really work with us when we need something done. Have been working with them since they installed our pool in 2013 and I can't recommend them enough. read more

I wish everyone could deliver service the way Marcus, Travis & Aaron deliver it! Everything Marcus promised, happened. Travis and Aaron were on time, personable, and professional!! I didn't feel like I was dealing with "shady" technicians. They were honest, got the heater replaced and kept tracking until they found the culprit issue. Integrity goes a long ways when doing repairs. I have heard lots of empty promises but, this team delivered!! Thanks too for the guidance and help from Chris. After speaking to him I felt there was someone at the store that would take care of me too! I knew they were busy, but they stayed with their word. Thanks too, Dakota... we know you keep that service department humming. I know it takes a team and I am happy with this one! read more

The service has improved amazingly since last year! The ladies who work there are friendly, knowledgeable and very helpful! I'm glad we gave it another try this season! read more

Ok. I do not favor complaints that pile on. This is an exception. I have tried for over a month to get a call back for service on our hot tub. My experience mirrors everyone else's. If no stars were possible blah blah blah. You all know the drill Avoid this bunch like the plague. Enough said. read more

I was checking for a new pump... Sam at the 29th st location covered my every need- the staff there answers phones and returns calls immediately!! they go out of their way to be beyond helpful read more

Great selection and quality. Management exceeded my expectations, very friendly and knowledgeable! I highly recommend shopping here! read more

Horrible. Inquired about purchasing a pool the end in May 2019. Decided to go with Pools Plus and was told on June 9 if I put money down it would reserve my spot in construction. I put money down on June 10 and was told construction would start the second week in July. Mid July rolled around and was told the first week of August. First week of August and now I'm told end of August to September. They lie to get your money then after they get it they no longer care. Do yourself a favor and go somewhere else. read more

Best pool company in GR. Friendly and helpful staff that only sell you what you need! Highly recommend.

Great at testing and correcting pool chemicals and they have a large range of pool products

If I could give zero stars, I would. As you see other customer's reviews regarding the Grand Rapids area, customer service leaves much to be desired. We had a new pool liner installed LATE in October, and due to our older pool, had some snafus. The contractor said putting in track liner would be better than getting a different sized liner, and when we opened the pool this season, it is sagging, nails are popping out, and there is duct tape underneath. We have called numerous times this week, with one call back- that promised to call back again within 24 hours, but to no avail. DO NOT USE THIS COMPANY! read more

Pools Plus - Duct tape, pool liner crumbling down. - Hot Tub & Pool Near Me - Grand Rapids, Michigan

I purchased a hot spring hot tub from Pools Plus back before covid and absolutely love it. Our family uses it at least a couple times a week. They hooked us up with an ozone which saves in chemical costs and their service crew came out to take care of an issue we were having with the moto massage jet recently. Christine in service was great at answering all our questions and made sure the crew got the job done right for us. The retail store also looks way better now that they redid some things and have hot tubs back in stock!! Thanks for the experience highly recommend this crew! read more

Use to be my go to pool place but they have declined so much in the past two years. Look at any place but pools plus. Hopefully they will turn things around I really enjoyed the team they had and there great customer service. But that's is no longer the case. read more

Pool Planning Experience: We began planning our pool with Pools Plus and then entered into a contract in Spring of 2020. We did not know anything about pools (house building yes, pools no), so we said OVER and OVER, please tell us what to do and we will do it. We trusted that the company would have the knowledge needed and would communicate the necessary steps/processes/etc. It was a complete disaster from the moment we signed the contract. There were over $15,000 of added costs, even after we PLEADED with the company to please tell us what we needed to plan for, etc. (all with proof of documentation). We had to change the plan at the last second because we couldn't even get the permit with the pool placement. The communication between people within the company is abysmal and they just blame things on each other with no one taking responsibility for anything. There is absolutely no pride in their work and that comes from the top. Pool Installation Experience: It is a get-in, get-out company. There is absolutely no pride in their workmanship. Our liner was not installed with integrity and looks horrible even after coming out and "fixing it". The bottom of our pool is painful to walk on because of the gigantic rocks that they simply put the liner over. The diving board and step handles have never been installed properly and as such are completely wobbly and still not adequate even after coming out and "fixing it". Again, they just blame things on each other with no one taking responsibility for anything. It is each group (installation vs. management vs. retail) hating and blaming the other very vocally - which shows what a terrible company this truly is (again, starting from the top). We just gave up even attempting to have them fix their pool and are living with an inadequate product because it simply wasn't worth our time. Plainfield Retail Store Experience: We live 5 minutes from the Plainfield Pools Plus and it is a running joke between my husband and I, "Going to get the water tested, be back in two hours." Like everywhere right now, it is severely understaffed and waiting is going to be a given - so just be aware. Like all other employees, they are vocal about the animosity toward installation and management and "stealing" workers from their schedule. It is just so obvious that maybe the owner has checked out from his company and is riding this out to retirement, because this company is being run into the ground currently. Very long story short...stay FAR away for your own sanity. Now that I have written my peace, I will be doing the same. read more

Don't ever ever ever use Pools Plus EVER! . Worst customer service I have ever encountered. Never never never use them ever! Staff were not wearing masks. The lady was so rude yelling at the customer. I can't even believe she has a job in customer service. Worst place ever. We spent 15,000 on a new tub and have had nothing but problems and no one NO ONE! Will return our calls. I repeat we have never been treated so badly as we were at this store. This store doesn't even deserve 1 star had to --- to leave a review. read more

Their service is Terrible! Bought a spa from them a year ago, and had a problem during a very cold period, with the tub not heating. Call their service department 6 times over 3 days, and never got anyone to answer it or call back as their vm promised. Went into the store to see about getting someone to come out and was told it would be 2 weeks. I also needed a filter (very common item) and was told they didn't have one at this store but would get it from another store. Went back 4 days later, and they still didn't have it transferred. Marcus their service manager is very good, when you can reach him, but he's one person. They like to sell spas, just not service them or keep common parts for their spas. read more

The Positive: I received exactly what I ordered, in good condition, in a timely manner. Prices were low, Shipping costs were reasonable. The Negative: They did not send an email notification when the item shipped. They did not provide a tracking number. They were unresponsive to my communication: I emailed them requesting tracking info, but they did not provide it. My first 2 emails were ignored. They replied to my 3rd email, but withOUT tracking info. My 4th and 5th emails - requesting tracking info - where ignored. read more

Pools Plus put a Poulan two years ago our heater currently is not working when you called to have someone come out and service the heater we haven't had anyone respond to us in regards to when the heater might get serviced we have found at other times they are very slow to respond to our request very frustrating heater certainly shouldn't be not functioning after only two years of being in service to Pentair pool heater is not working read more

Choose literally any other pool store in the universe unless you enjoy horrendous customer service. It took FOUR months to get a hot tub cover that was supposed to arrive in 6-8 weeks. Apparently the employees at Pools Plus do not believe in calling you when your product is in, answering the phone, or returning voicemails. After promptly charging my credit card they ghosted me harder than a frat guy named Chad. We had to go back into the store in order to speak with someone about our missing order. When the delivery guys showed up, they let themselves into our yard and through the fence gate without bothering to wait for someone to answer the door. After all of this, it was the wrong cover. Not wanting to deal with the lack of service any longer, I simply asked for a refund. The refund process took a week and I was treated like a liar because clearly it must have been my mistake, not theirs. read more

Our pool is still not complete, after several attempts at calling and leaving voicemails and posting on their FB page, they finally called me to schedule and come complete the pool so It will pass code. They said it was a "miscommunication". Hopefully this time they actually do what is right. I will update this post after. Pros- The pool is very nice, we love it, however the process was brutal!! If I could do it again I would be the extra for a pool co with integrity and values without the stress this caused. They are less expensive than other places, Marcus is awesome from the service dept. Cameron the store manager was kind but his hands were tied in helping us. Cons- The owner Scott Wheeler is a jerk. Communication is terrible! They will say anything to get you to sign the contract. They are not completely honest, at least our sales guy Bryan was not. They are not responsible for anything they do wrong or break on the opening, closing or install of your pool and hot tub. (Line 20 of their contract will tell you so.) The contractor they use for the concrete (quantum concrete) placed a lien on our house after they messed up on concrete and refused to fix it. Quantum concrete told us our pool was cheap (I have it in writing) They do not take in account that your pool is a luxury that you pay over and above for and it, is a visual concept to your home so if the concrete was done wrong they don't care! Pools Plus will not support you when things go wrong. You are alone after they get your money. At least that's my experience. Our pool was put in July 2019 and we are still dealing with this, its July 2020. Yes there is a pandemic however they ignored us prior to the pandemic. Hopefully this time they make things right. I will update this review when they do. read more

Called ahead drove from Grand Haven for a Nature 2 express cartridge, they had one. Asked them to hold it , gave my name, I get there 45 min later, they'd sold it to someone else. Not even a sorry! What crap! read more

I order 90% of my spa supplies and chemicals online, and I've bought from these guys several times. Web site is good, easy to navigate. Usually you can get free shipping. Delivery is fast and uncomplicated. Often they have specials, which allow for substantial discounts. Worth while being on their mailing list for these. Otherwise, competitive with other online spa supply companies. They tend to wrap their bottles in bubble wrap, which results in secure delivery, and they DON'T use Styrofoam, but unpacking can be a bits of an ordeal, and I would hope for something a little more environmentally friendly. read more

I order my spa supplies from here and boy are they fast to deliver and the prices are great!!

I purchased a hot tub from their Holland store about 2 and a half years ago. About a year ago, some of the LED lights in the display panel went out. It was still under warranty at the time so I attempted to contact their customer service department through the store, through a phone message and an e-mail and was completely ignored. When I finally stopped at the 29th street store and talked to them about it, they told me they'd get right on getting me a replacement. That was almost 3 months ago and I'm still getting nowhere. This is the absolute worst 'customer service' department I've ever dealt with. read more

bought new tub from their 29th street location about 5 years ago. would not recommend based on total lack of communication, rude employees, shady service department explanations for things (also claiming, seemingly as a default answer, that my tub was out of warranty each time I required service, even though it was clearly still under warranty) and inability of service department to return calls, arrive on time or to communicate their actions or status with me. At no point did I encounter an employee who could help with any even basic technical issues. I struggled to maintain clear water myself for the first year and was sold many useless chemicals. After diagnosing that my ozonator never worked from point of sale, I fixed it myself rather than deal with their service dept. and have been able now to keep the water balanced. I understand that COVID has caused delays in shipping parts and all that, but after waiting several months for a replacement spa cover to arrive and hearing nothing from them, this feels like more of the same lack of communication and customer service as I experienced with them pre-COVID, so I am not sympathetic to their supply issues. Buy anywhere but here! read more

From my first interaction with the friendly and knowledgeable staff at Pools Plus, I have found them extremely willing to help me find the right hot tub, to feel comfortable with the maintenance routines and happy with my purchase. Trevor Hill went above and beyond to assist me in a patient and knowledgeable way as I discussed my needs and attempted to determine which of the many models they sell would be best for my family. My entire experience was stress free and positive. I absolutely recommend them to anyone looking to buy a hot tub. read more

One star is more than they deserve. Their customer service skills are nonexistent. We paid $1800 down months in advance and were told we would have our pool liner in no later than the week after Memorial Day. May came and went and no call after I left several messages they finally answered one of my calls to inform me that they would not be here until June 28th!! What the hell. I had to complain multiple time and request my money back before they moved me to June 16th but then still failed to call the water truck to deliver the water. Marcus (Service Manager) told me that Cam (Sales Manager) called and they were 3-4 weeks out. When I called Waterboy they said they couldn't come to us because they didn't call until that day at 6:30 am. Marcus story was wrong but he called back and completely blamed Cam. I don't want to do business with anyone that just points fingers at each other and nobody takes responsibility. They are terrible and will NEVER get another dime of our money! read more

I contacted Pools Plus about a Hot tube which they responded that they had 1 they wanted to move on quickly and would I like to see pictures. I said yes and furnished my phone number for text pictures. No response after 2 days, so I resent e-mails twice requesting images and got no response. Sent a final e-mail requesting the owner / manager name and phone and received No response. Extremely Poor customer service and No follow up or response makes me not want to do any business with this company as " past behavior is indicative of future behavior" read more

STAY AWAY FROM THIS COMPANY. We purchased chemicals from this store for two summers. Both summers we had issues with the pool not staying clean. This last summer our vents would blow back in dirty water immediately when vacuuming. This company spent the entire summer taking our money and guessing what the issue might be. They would test the water on their often broken testing equipment and say, "huh it looks clean it is probably is this." Have us buy a bunch of stuff with no results. I bought new sand and changed that out per their recommendation. No new results. After changing the sand and wasting a month and a half testing the water every week we called them to have them send a technician out. This took three weeks to get the technician out after wasting a month and a half. One person over the phone diagnosed the problem over the phone and said we need a new water pump. She ordered us a new one and charged us 500 for the technician to bring out. Once the technician came out he immediately said we didn't need a new water pump. He took apart our sand filter and charged us another three hundred bucks for labor. The issue of dirty water blowing back into the pool when vacuuming did not remotely change. We called a week later saying nothing was fixed can we get him to come back out without charge since we already paid for something that was not fixed. After another week trying to make this happen they sent two guys out who stood by the pool and contemplated what the issue could be and left. I asked if they were going to look at the filter and they said the pool needs to be cleared up before that. They said to shock the pool, get it clear, call back in a day and they will be back out which would cost me more money. It was clear the company did this to not actually comp me for my money already lost. I did what they said and they did not come back out. A person over the phone ignored that and said we probably need a new multiport head, she would order the part and immediately get back to us. We never heard back from her and it has been over a week. We asked for money back for the wasted chemicals getting a pool clean for the guys they didn't end up sending out. The lady said we would have​ had to keep the pool clean anyways. Which we would if the pool was working. We are asking for our money back for at the very least our service call with no response. We called a different company and the technician asked us several questions about the pool, he diagnosed the issue and fixed it. The problem being pools plus was having us use way too little chlorine for the size of our pool! This is a pool company that doesn't even know how much chlorine you should be using for your pool!? My wife and I like to give local companies the benefit of the doubt and support good hardworking businesses. This company will take advantage of you, is extremely disorganized, and not knowledgeable in their own field. read more

Absolutely horrible service!!! Had our pool heater installed and sand in the filter changed. They bumped our timer and the unit wouldn't turn on. They couldn't figure it out so we had to hire an electrician who laughed when he saw the problem. Spent $150 to have the electrictian tell us that the pool guy accidentally reset the timer!!! Our filter is now leaking since they changed the sand and they claim they have nothing to do with it, again!!! Store front is great but Never deal with their service department. They are incompetent and want to charge you when they forget to do something read more

Pools Plus Inc is terrific to do business with for Spa accessories. I called my local supplier and shopped the internet for pricing and Pools Plus Inc had the best prices and the parts in stock. I would highly recommend Pools Plus Inc for all your spa needs and if you order $50 or more they give you free shipping. read more

I have been ordering my spa chemicals and parts from Pools Plus and have had nothing but friendly and quick service and that right price for my Hot Spring hot tub. Highly recommended. read more

Always quick delivery and never any problem. Not sure about website ordering. My computer always thinks it is not secure although I've never had a problem. read more