I can't begin to say how nice and helpful everyone is at the Newburgh store! Every time I walk in, I'm greeted by either my first of last name with a bright smile. I moved into a foreclosed home with a pool that had been sitting open under acres of trees for 4-5 yrs. The previous owners didn't winterize the pool or cover it. I seriously had a swamp! Thick with jello-y frog slime, frogs, newts, snakes and every other biology project you could think of. My filter, pump, frogger and some above ground piping was visibly cracked/broken. Without a ton of money, I was determined to get this pool opened and turn it into a beautiful chemistry project! To make it more interesting, I was doing this without purchasing a new filter or equipment! The Newburgh team directed me almost daily on how to get my pool open with the least amount of chemicals. I was encouraged to purchase a new filter, because obviously this would make it go 1000x quicker, but I was NEVER pushed. Eventually, I did get another filter and ended up removing my broken frogger equipment. Fast forward many hours of scooping soggy nasty leaves, frogs, newts, etc. Cleaning my filter every 30 mins for months (rain, shine and snow), I now have a beautiful clear blue pool!!! They believed in my biology/chemistry project! Oh... and if they hadn't already spent enough time with me,?! They brought my son on the other side of the counter and taught him how to properly balance the pool! Thank you Newburgh Royal Pools and Spa!!! read more

Royal Pools & Spas - Hot Tub & Pool Near Me - Newburgh, New York

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I had a new liner installed, part of the process is you have to pay additional cost for a company to fill your pool so they can see if there are any leaks. They hired a sub contractor that punctured the liner behind the new light that was installed. From the date of installation there was a leak for five straight weeks. They had this company come back and the installer stated the leak was coming from the screw to the skimmer. When I asked how did they know without checking he advised me that they used short screws, because they did not have longer screws! I insisted after two days they come back and check because the pool was still leaking. A diving company came to inspect for leaks, to find a hole behind the light. They had to come twice to patch up the hole. Meanwhile the pool was still leaking. I want monetary compensation for payment for the water company and having to run my water from my home for five weeks. They offered as compensation $250 in supplies!! I paid more than that maintaining the pool water for five weeks. They keep passing me around trying not to compensate me. The liner looks good, I paid over $10k to have it installed only to add the water fee from the company and there is not telling what my water bill will be. Do your homework before using this company!!!!! read more

DO NOT BUY ANYTHING FROM THIS COMPANY!!!! THEY DO NOT STAND BY THEIR PRODUCTS!! We had nothing but problems with the $10,000 tub. The service manager is nothing but a money grabber. Wants to charge for warranties parts. read more

I had them over to my pool twice to get it working. at each service call, they just looked at it and told me the problem. They did not stretch one bone to work. i paid a total of $400 for doing absolutely nothing. First, my son watched some YouTube videos to get it fixed, then I ended up with a different pool company. read more

Have had a great experience with this company. I've had numerous issues with my inground pool, as it's older, and lots of questions; and they've always addressed and resolved my issues promptly. Beth, the owner, has been a great help and gives hands on service. Every time I've gone into the store( Newburgh), I've dealt with Miriam, who has been a lifesaver as well. She is who I look for when I go into the store and has also emailed me to make sure what I need is addressed. Miriam is extremely knowledgeable about their services and their products. She has a great personality, as does Beth and everyone I've dealt with in the past. I highly recommend Royal Pools and Spas as your "everything " pool store. Am grateful for all of the help. This is my go to pool store. read more

They are amazing. They show up on time and provide a reasonable estimate. Highly recommend!

Terrible, attitudes! Terrible service. Poughkeepsie store run by amateurs. will not get back to you. one week means five. you can do much better! read more

We recently bought a pool from them and had it installed in October. JP came and opened the pool a few weeks ago, and now the pipes are leaking. When we told him about the first leak he said he fixed it, but he didn't. We then called the owner, Matt. He came and repaired it. Since then the other pipe under the deck is leaking saturating my ground with water. I emailed Beth, also the owner, to which she responded: Send me a video of the problem. (I don't know how she can determine the problem from a video, but okay). I sent the video, got no response, had to ask her if she received it. She finally responded, but never said when they were coming to repair it. I left her a voice mail, sent her an email and called JP to find out when they were coming here. No response. Worst service ever, overly priced. They are willing to take your money to buy, install, and open and close your pool, but not willing to come and service their mistakes. Oh, and please, Royal Pools, don't give me one of your computer generated bull responses. You know what in saying is true. I should have been wary when Gary, the salesman, never called us back when inquiry about buying a Radiant pool. Had to go there to get his attention. DON'T BUY A POOL FROM THEM. TERRIBLE SERVICE AND RUDE. read more

It's surprising how slow service calls take to be completed by Royal. And since we are in a remote location, they know we have no other options. So it can take weeks upon weeks to get them to service the flimsy spa I bought from them 8 years ago. I have invested thousands upon thousands of dollars in this spa, and it breaks time after time, at which point I call for service and it takes weeks upon weeks to fix; They are elusive, fail to provide updates, never give any options or predictions on turnaround. If they are short on staff, could they not train and hire new employees? They are so busy with calls but yet refuse to improve their service by investing in whatever steps needed to provide a good service. Instead they would just assume make everybody wait for weeks and months without any semblance of a care about it either. read more

Your handyman that goes by the name of HARRY came to my house to patch my pool (only patches) lasted less than 15 minutes and wanted to chargeme $250. When I spoke to him and told him this wasn't the price negotiated he lost his temper in less than few seconds. Used profanity and on top of that called me a "fucking Mexican, go back to your country". Very unprofessional, felt threatened at my own home, kicked my pool, removed the patches and threatened to do more holes in my pool. Also texted me and called me a "dead beat". I was about to call the police because of how frightened I felt. read more

Royal Pools & Spas - Hot Tub & Pool Near Me - Newburgh, New York

This place is the worst for customer service, rude people starting with Debi and going to a worst guy called JP. Bought a $8.000 spa from them and tried to get the weekly maintenance done only to be left hanging by this horrible and unprofessional company. Service was schedule for a date and nobody showed up. When called to ask why, was told that they needed a credit card on file. Problem solved and they couldn't come to clean right away, well after the original appointment. I asked why a different day since I was counting on them coming on Monday. The very professional answer from the unprepared, uneducated person was "You can count all you want, we never confirmed anything with you". I told him to F off and hung up. Stay away from them. Their prices are very high as well. read more

Addendum: These jerkoffs charged my card $100 two weeks in advance of a visit that they canceled half an hour before it was supposed to happen yesterday. Some ass named Gary talked over me on the phone when I said I wanted the charge reversed now and said, "We'll be happy to get rid of everything involving you." He also asked me if I pay for Amazon goods when I buy them or when they're delivered? What? Are you kidding me? This guy doesn't even understand the difference between goods and services. Also, the company appears to have its Facebook page rigged only to accept positive reviews because I was unable to post my review there. If you have a strong tolerance for irritation, abuse, and being charged for services that weren't delivered, go with this company. They don't answer the phone, don't have the answers to any questions when you can finally reach someone, and have possibly the worst customer service on the planet. I had an appointment for a pool estimator to come to my house between 11 am and 3 pm that I made nearly a month ago, and they canceled the appointment because they called at 10:30 am the same the day and I didn't pick up the phone. I didn't even know that they had called. Who calls half an hour before the service person is supposed to arrive to confirm and then cancels because they can't reach the person? What dopes. This is the sort of company I had hoped would disappear as more people move to the Hudson Valley from New York City and demand better service. Sadly, it's still here, but I do think the days of crappy businesses like this one are numbered, and rightly so. read more

Don't order from Royal or Sundance in 2020. Months or repeated delays blaming COVID. Frustratingly though, the latest email is today, when the latest delivery date agreement said it would finish Being manufactured tomorrow. They claim a piece is missing. But both royal and the Sundance regional manager can't say which piece is missing, or how long it'll take. They can't even say how long it'll take to get an answer on how long it'll take. Literally can't give even an estimated eta. Or are they just taking orders they can't handle and the missing piece is the excuse and that's why they won't say which missing piece? Either, one of both parties are being dishonest, or knowingly withholding information when they are taking orders that they won't be able to fulfill, or they're just not competent enough to handle some supply chain disruption. Also we resent being told "COVID is causing disruptions". that was true when we placed our ordered. It was maybe true when they first delayed it. It wasn't the 2nd time, and when in late June we agreed to wait for a new delivery date rather than cancel- covid is no longer a valid excuse as a "surprise" then. I'm sure some of the characters involved are doing their best but the intent doesn't paper over the fact we still have no tub and 0 clarity on an eta. Also, because instead of originally saying in March/April "look, we are massively disrupted and behind and it could be months" its a constant "just a few weeks more", we have dug the power cable trench, and now laid a concrete slab base last week. So they are wittingly or not, removing our ability to just give up on a tub altogether, or get in the queue with a different company. I write this as I'd want to be aware of this if I were just my beginning the spa purchase process. Maybe they're telling people new orders will take time but my worry is they won't hit even that. The right thing to do would be to stop taking orders. read more

These people are terrible. I have had them come out on 3 separate occasions to clean my pool and every time it looked like they did nothing. Not only was my pool left green but my steps were completely untouched. In order for them to come out you must prepay them($130 each time, so I'm out nearly $400) so if the pool cleaner decides that they don't want clean your pool it doesn't matter because they are already paid. They do not inform you that they are at your house, so you have no idea if they are staying for the amount of time they claim they are. It's quite a scam if you ask me. I called to speak with a manager on several occasions and they said that their person said they cleaned it so they believe them. If I could rate them any lower I would. Please avoid Royal Pools and Spa at all costs, otherwise all it will do is drain your wallet and leave your pool dirty. ZERO STARS!!!!! read more

Royal Pools & Spas - My untouched steps - Hot Tub & Pool Near Me - Newburgh, New York

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We began our search for a new pool in April. A friend referred Royal Pools in New Hampton, so on my day off, I took a ride out there with my son. Straight away we were greeted by Gary, the very kind manager with a twinkle in his eye and a warm and welcoming smile. Gary was generous with his time and information on the various styles of pools. I brought the info home to my family and we decided on the pool we wanted. From that moment on, the process was ran so smoothly! This is a team that works extremely well together. Ludwing came out to survey the area, his expertise and understanding of our needs was so refreshing. He was so patient with our questions and thoughts; his professionalism and kindness is deeply appreciated. A true gentleman. Once the pool was installed, JP came out to provide orientation on how the salt system worked, and generally how to keep the pool running efficiently. JP was awesome, his instruction was easy to follow, and I had it down in no time. He is also a kind and patient professional with a happy disposition! Thank you, JP!! One of the most important points I want to highlight is that whenever I called or emailed; either Honey or Ludwing contacted me almost immediately. That is excellent customer service. I was never left hanging. That alone, is so deeply appreciated. Overall I cannot convey how easy the entire process was, and best of all - I have an absolutely beautiful pool that my family will enjoy for years to come. Royal Pools and Spa has surpassed all of my expectations. I can confidently highly recommend them. read more

This is not my pool love that I normally buy from but since I was in the area and needed liquid shock I stopped in. Also, I had called earlier in the day to inquire about their hours and if they had tote liquid shock. The gentleman on the phone was friendly. When I came in to purchase the young woman was friendly and helpful and helped me to put the case of liquid shock in my trunk since my arm is in a sling. I wish they sold pristine blue so I could make this my one go to store! Thank you for the good customer service and I'll keep buying my liquid shock here. read more

Had Royal Pools open pool. We're suppose to call day before to say what time they would be here. No call was here at 830am. Good thing I was home. My pool hadn't been opened in 2 years so when hit power switch the pump was shot. Guy seemed liked he didn't care. Said he put call out to boss, left a message & no call back. Said as soon as he gets quote for new pump & when available would call back. Never heard a word. They couldn't get out of here quick enough. I sure wasn't going to call them. NEXT! Picked up my new pump from Orange County Pools who were more than happy to sell me a pump they had in stock & had wonderful customer support. read more

I have been working with Royal Pools for 4 years. They have always been available and respectful to my concerns or problems that we have had. Their service is always on time and reasonably priced. We have never had a problem with our pool since we switched to them. Previously we used the company that built our pool, but the service was lackluster. I would recommend them to anyone with a pool or hot tub! read more

I would give them zero stars but that's not an option. I spent a lot of money at Royal Pools and for them to treat their customers as they did is Unacceptable. I went into the Newburgh store and was Treated like a piece of dirt . The manager should be ashamed of himself . Their customer service is horrible. I would never shop there or should anyone else . Avoid this place at all costs. Thanks read more

Friendly, knowledgeable, courteous. We purchased a spa and pool from the Royal Pools store in Newburgh. My experiences have all been 100% positive. Mike, Mike and Coleen always have time to answers all of my questions, and Mike C. has gone above and beyond by coming out and personally assisting me with the setup process for the pool and spa. There are many other choices in the surrounding area, and I researched a few them prior to deciding on Royal Pools, and it was/is Royal Pools' top-notch customer service and knowledge that won me over. read more

I purchased a Sundance Spa in April of this year. While my issue is with the Spa itself, it is also with the customer service provided. I have had two issues with spa, both electrical. The first problem took a long series of back and forth to get results. The second problem resulted in the replacement of the entire control board, the brains of the system. Even though it was never officially acknowledged, this second repair only occurred after I contacted corporate. Before you think that is a compliment to corporate, it is not. Because of the defect in the control panel, my electric bill increased almost $600 for the period of April 2016 through September 2016. On October 18th, I wrote to corporate for the first time, explaining my past problem and my current one, and provided them with a spreadsheet showing my electric usage vs a four-year average. As I mentioned above, all of a sudden I was contacted by my local dealer Royal Pools and Spas, to tell me they were sending someone out on the 21st. On the 21st that technician identified the problem that had existed since I purchased the spa and attributed it to my increased electric cost. I immediately notified corporate, telling them I wanted to be reimbursed for the inordinate electric usage, and we went back and forth with emails. Today is November 4th and the last contact I had with them was on the 26th telling me if was being looked into, which is what I have been told all along. On November 2nd I sent an email saying I could not possibly understand what was taking so long as they now had all the facts. I wish I could attach documents to this so you could see the issues I have had and the problems with response and repair. I cannot believe how awful Sundance Spas customer service is and I am left to wonder how many other spas share these defects. read more

I had a great experience with Mike from the Newburgh store. My pool was a horrible swamp when I opened this year. I dealt with a less the knowledgeable pool place last year. (i.e. the swamp upon opening) Mike was able to get my pool blue & beautiful! I would definitely recommend speaking to him for any of your pool needs. read more

They will win you over with their service and expertise. They have a very knowledgable staff. Where they fall short is their service once you have made a purchase. Their follow up is little to none. They sell a very good product, however if something goes wrong they do not want to be involved. There are other companies in the area that have an inferior product, however the service is impeccable. Think it over before making the final decision. read more

I worked here and from the start I had bad management and was disrespected for about two weeks straight by the management and my pool technician . During the whole time my pool technician was extremely unhelpful and only cared about himself. Putting my life in danger every single day by texting and driving while I was in the van. He provided little to no help in an entry level job, and just expected me to know things about plumbing and electrician and also pools that only people who were certified would know. I had zero prior experience and yet he still expected these things from me. They also lie in the interview and tell you that there is room for growth, but if you're being hired around may or June, they are literally going to lay you off around august when the closing of the pools end. It's because they only pay 10 people yearly and anybody they add during the summer is seasonal. They tell you they're going to train you and provide growth, but yet you're just used as a laborer having to pick up 150 pound cinderblocks and basically just anything your pool technician tells you to do. Royal pools & Spa's in New Hampton, NY, as a new hire please just look for something else. Really awful and toxic work environment. read more

We purchased a new 21' Above round above ground pool from royal pools I believe in 2007. They set it up for us. Was great for one year. Then the following year, the ice that was in the pool, "under the cover", started to thaw, it pulled the pool down about 6" perfectly all the way around. Causing a large crease and wrinkle in the outside metal. It was deemed unsafe by the insurance company. Although, the pool that cost us over $10,000. had a "lifetime" warranty, and was only a year old, Royal Pool would not back it up. All about the money, but not the commitment. None the less, The insurance company would not cover it because it was caused by ice under the cover, and royal would not back up their product, So I had to tear it down and bought a 20' framed pool from walmart, for $450, that we are still using, almost 8 years later. read more

Highly recommend going to Royal for all your pool needs. The staff is highly knowledgeable and so attentive to everything. They made sure we were satisfied with our new filter purchase and ensured that our pool was clear and ready to swim. They are very personable also. Don't go anywhere else! Best in our area! read more