We purchased our Caldera Niagara hot tub in September and have used it virtually every day. We find that Southern Pools and Spas (Corey and Betty) are very responsive to any issues we have. One of the jets malfunctioned. Corey ordered the part and kept us apprised of it status. When it arrived, a service call was immediately set up, and our unit was repaired. We have stopped by several times to ask for advice on chemicals and balancing. We highly recommend Southern Pools and Spas! read more

Till waiting on Repair sides are falling off!!!! They never fixed it correct!!! Stay away they lie about service and when they do show up they send unskilled people to repair. 1/10/2025 read more

* Communication overall - sales reps start out over the top helpful until you're under contract, then customers get passed from person to person without resolution other than blaming other departments * Price transparency - initial sales quote sounds much better than reality, as so many things are not included. Recommendation to offer price transparency from the start of "turn key" so customer has better understanding of final cost and all steps involved. Sales reps try to push their own internal brother companies for landscaping and electrical, so turn key pricing should be easily provided to potential customers. * Low ownership of opportunities of service and product beyond the initial sale. * Scheduling opportunities and transparency of scheduling. * Incentivized 5 star reviews under other platforms seem to artificially boost the overall rating. * Word of mouth through satisfied customer service has a greater multiplier effect to either gain that company future sales or deter them. read more

Got our pool here 5 years ago, come back ask the time for supplies. Savannah and Andrew helped with testing our water and getting us back to where we need to be to swim happy! read more

Southern Pools and Spas - My very green pool! - Hot Tub & Pool Near Me - Bristol, Virginia

SPS was recommended to us by a reputable pool company out of Knoxville, due to service availability in our area. 10 months to put in a liner pool, and then leaving the job unfinished isn't what we call acceptable or good business. They first ordered the wrong liner, then the poolcrete shattered and had to be totally scrapped out and redone, which was at their expense. But, ultimately at our expense because of the major corners they started to cut since they were now losing money on the job. The owner of SPS also owns the hardscape business (Southern Hardscapes) which has been the absolute worst experience of the entire pool install. Be warned... $80k for a pool and pavers that look like a 2 year could have done a better job. We've actually been so disgusted with the results that we've considered tearing the pavers back up and putting concrete down (that's how terrible the job is). Joey, the PM on the hardscapes side is a professional con (minus the tractor) and he and the owner/his boss left us without any final inspection or return phone calls. The last text to me when I asked that Joey and his boss come look at the 'final' results was "it's up to code and my scope of work is done." They also damaged our driveway coming in and out for 10 months over the winter, and bringing concrete and gravel trucks in multiple times. They left their garbage in our yard and a mess (after saying he would clean everything up and plant grass seed- no grass seed and nothing but mounds of red clay dirt remains on the outside perimeter). When asked about fixing the driveway, Joey told my husband to his face that they had insurance for that and he would get the the information to them so they could come out. 2 months later, no one has called or come out and when asking Joey for a status update, he said it was the concrete truck (so I guess that means they don't intend to do the right thing after all). Not sure why they would anyway since Joey blames the crews for all the mistakes and then they blame him. He claims he was never onsite much, so it was his fault things had to be redone, etc, so he talks out both sides of his mouth. Not good business and definitely does not take pride in his work or word. I guarantee they would not consider the end result appropriate for their own backyards! read more

If I could start over I would never had this company install my pool. This was suppose be a top company and they do not care I've called them with issues and it was blown off to point where pool looked like pile junk in my back yard. They refused to come out and fix anything but they was quick to take 9grand and fuck everything up they touch and didn't even set it up right instead I have another company coming in to fix it the proper way and they pointed out 15 things that was wrong. Top rails was not screwed down legs wasn't screwed in bottom of post on pool in spots wasn't touching ground but they put nothing under it to support it. This pool is just a yr old recently but nothing they done is right but them putting up poor quality pools and blaming weather or customers for there own errors. read more

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Do not go here . We bought a pool that was installed in April of 2023 with a salt water cell. The filter did not work when they installed it. I was told that they would come look at it for 200 dollars. I said it never worked why do I have to pay a service fee. I paid for a working pool and install. They Said because it's their policy. When they installed it they left my yard a mess. I paid 2500 for install. They said it would be turn key ready. They left a mound of dirt in front of My door. Getting them to fix it was impossible. My husband ended up renting a skid steer for 800 dollars to fix it himself. We told them when they installed that we were extending the deck not to place the pump in the way. Of course they placed it right where I told them not too. I had to run chlorine pucks all summer in the pool cause they still did not fix it. I finally told them just give me a working salt cell and I'll install it myself. They refuse. It is now the end of September and it still does not work. They have stopped responding to me. Worst company ever. I too will be contacting a lawyer and better bbb. Also I went to put a review on their company website and it won't let me. read more

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First of all I was blocked on their Facebook page for complaining last year about not being able to get the proper parts to shut down a pool properly for winter. Now we've been waiting for over a week for somebody to call us back for a service appointment to fix the defective pump for our pool that we haven't even got to use yet since we bought it in September last year on a special they had so now we can't use it because it's tore up and they won't respond Obviously they don't care about repeat business apparently so I guess the next step is the Better Business Bureau and the fair trade commission or possibly a lawyer. I refuse to be conned out of $3500 for something that is a piece of junk. read more

Two stars simply because they do have a good selection of spas and pools. I bought both. I've also bought chemicals and supplies there (though I won't again). However, if you're looking for service after the sale, or a people eager to help you resolve issues that might arise, then this is most definitely not the place for you. They are nice enough in the store but every interaction I've had with them on the phone or via email has been marked by a level of smugness, disinterest, and vagueness that I find astounding from a company that presumably has a business model comprised in part of securing ongoing maintenance and supply purchases from existing pool/spa customers. read more

I wish I could give a negative review that's how bad our experience has been so far!! Pool install in Oct 2021. Parts received: stairs used and screw stripped. Vacuum hose used and multiple holes in line. Heater came used and altered, sent it back. The replacement was for the wrong gas line. Sent it back received our third one. Skimmer broke and leaked out 20,000 gallons of water overnight and they blamed us for breaking it. Pump motor failed after 5 months. Everytime we call we get horrible service and an attitude. Owner should have stuck with spa sales and has no business "selling" pool equipment! read more

Terrible customer service and poor technical experience. This company received $140 service fee for 5 min of eyeballing issues. Comment was we stand behind our technicians. We'll they will charge u for parts that aren't necessary cause they didn't analyze the problem. Call someone else or they will grab service call fee and potential unnecessary parts read more

I bought a stealth underground pool from this company and have had continuous problems with it with prolonged periods between repairs and it still isn't fixed. I feel like they are waiting out my warranty. The company says it is fixed but at this point I feel that it was not installed properly to begin with. The contractors recommended for my install ruined my back yard. When I purchased the pool I was told that everything was included for the install and it definitely was not. I have paid as much for this pool as I would have for a much fancier model. The company mismeasured my yard and originally sold me a much larger pool which we then had to downgrade due to their mistake but the cost did not go down for the smaller product. The contractors left two large piles of concrete sitting in my back yard which I had to hire someone to help me dispose of. I want resolution and have tried to get the company to stand behind their product. At this point my family has used this pool 4 times in 12 months due to the continuing issues. And now the pool is leaking from pipes installed under a concrete decking that was installed by the pool companies contractor and the pool company was aware of the leak the whole time and they are unwilling to repair the situation blaming the leak on the concrete itself I am having to refill the pool twice a day and water pours into my basement all day long due to this leak. I have contacted the pool company repeatedly and they offer absolutely no resolution at all. What can I do? If I could give less than one star I would. I filed with the bbb in TN and VA but maybe more people will see this review. This company doesn't seem to care they keep blaming a contractor that they provided and I had no choice in selecting at all. Their Facebook page says they install pools. They sell pools but from what they have told me they take no real responsibility on the install that they advertise is done in house without a single mention of subcontractors. Not to mention all the costs that aren't disclosed when purchasing from them. I could go on but just save yourself the anguish I have experienced and the money do not do business with this company. No real pictures of how much water we lose a day but it's about a foot we lose on a 15 foot round pool that is 4 feet deep. We are filling it back up twice a day six inches of water each time at least. read more

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Our experience with Southern Pools and Spa has been fantastic! we have owned our hot tub for 2 years now problem free. they offer water sample analysis at no cost anytime you want to check your chemical balance. very helpful and friendly staff!!highly recommend!! read more

If I could rate this company as a zero I would. My wife contacted Southern Pools and Spas to winterize our brand new Jacuzzi. They came and performed their "service". When we removed the cover in the spring, there was purple stain all over every head rest/pillows as well as all over the underside of the cover. After contacting them, they said that the stain was not there fault. We contacted another company and they said that anti-freeze was likely used and can cause purple stains. We went back to Southern Pools and confronted them about the antifreeze and they were rude and said again it was not their fault and not to ask them about the problems again (RUDE!!). We attempted to clean after researching online and nothing removes the anti freeze stain. We have a brand new spa that has purple spots everywhere thanks to Southern Pools and Spas. read more

I wish I could place ZERO stars!!! We purchased a pool in January 2023. Installation began in March 2023 and was not completed until July 2023. After we paid a deposit for installation, the crew dug the seat for the pool and when finished, asked for more money than was originally quoted. This was the beginning of the nightmare. When a crew finished installing the pool, another crew had to remove the panels and install again. When the liner was installed, there was a wrinkle in the floor of the liner and one of the crew members told my wife to just get in the pool and use her foot to fix it. Also, we were not told we had to hire an electrician to install the pump until we were ready to fill the pool with water. SPS does not backfill the pool once it is installed either, so we had to place cardboard in the mud to get in the pool. We had to endure this for about 2 months!! I had to assemble the steps and place them in the pool and when I asked why, I was told they could not place in pool. When we discussed the landscaping, our price was quoted over $12,000 more than originally and the excuse was the installation crew placed the pool in the wrong spot. We had to change the design from original plan to meet our budget. It has been one month since completion and I have asked for corner pieces to cover the joints and still do not have them. I strongly encourage to NOT use SPS for installation of a pool. Their communication is non-existent. This was a complete disaster and a nightmare of an experience. I will say Brandon and his crew did a great job with the landscaping. He had to correct plumbing issues with the installation. read more

We purchased a pool from this establishment in March 2023. It was installed first week of May 2023. They tore up my yard and dug a crater in my backyard. They do not fill in after they install the pool, like you would think anyone that installs a pool would. NO THEY DONT!! After spending a fortune, I am having to hire someone else to come and fill in the crater they left in my backyard. They did not bring my "birthday cake" steps and I have been told I will not get them until the end of May. The owners were called about how they left my yard and they said they did not care. I signed the contract. When you install a pool, you should at least have the decency to fill the dirt back in around the pool!! This company is a disgrace!! I have worked in customer service for many years, and I have no idea how this company has stayed in business doing their customers this way. I just hope I never have an issue with this pool. I can already tell I am screwed if I do!!! read more

would not recommend they made tons of promises and then lied and ripped us off of thousands of dollars made a huge mess and left things unfinished and half done read more

Our pool purchasing experience was horrible!! First time pool buyers so we had no knowledge of the process or what was needed. Company did not explain all the essentials details of the process and only cared about getting their money up front. Several products that were promised were not delivered, installer didn't listen to the depth we wanted the pool placed at, several items came broken or missing pieces. Following up with the installer about our concerns and he never called us back. Once all of these concerns were observed we notified Management and they didn't seem to care about our issues, we were told everything seemed normal and pushed to the side. We have had a total of 5 leaks in a number of areas, God only knows the GALLONS of water we have lost, which of course has resulted in high water bills from the city. We are on our second heater because the first one came out of box and used, and the second one wont even turn on. I am writing this post in December and the install was October!! Overall, buyer beware the company gets their money up front and then seems to walk away from the process. HIGHLY DISSAPPOINTED TO SAY THE LEAST! read more

Love this business and the staff! They have had my business for over 5 years now and I couldn't be more pleased! They have always worked with me and if I need anything, whether it be a part, a repair, or a purchase they are on it! I would highly recommend them! read more

My experience with southern pool and spa was a complete nightmare. I preordered my pool liner in early spring and paid in full. Twice the wrong liner was ordered taking up the first 5 weeks of spring. This information was relayed to me via installer. Meanwhile I could not get management to return my call. Kingsport manger was very rude and told me it wouldn't be until the end of summer before the could get the correct one in. They wouldn't even offer me a discount and now our pool will be closed for the summer. Everywhere else is booked because I put all my trust in this company. They kept telling me how busy they were and really made me feel like this didn't matter to them. When I put an honest review of my experience on their Facebook under community experience, they immediately removed it. Beware! Seems like they filter out the bad reviews to make themselves look good. I would not recommend doing business with this company. read more