I didn't want to write this, I took two days to give myself time to not be angry. I'm still angry. Here's the story (it's a little long so grab a beer or whatever your favorite sipping beverage is): On Friday, July 17th I went into Van Dorn's Kingsville location and spoke with Marty. I found him to be a very nice man. We spoke for about 10 minutes and he gave me a quote for two different above ground pools. He told me that since I walked in the store, vs calling or messaging online, I was eligible for a free site survey. He asked me if I'd like that and I told him for free..sure! He told me he'd have his site survey man, Charles, contact me. I thanked him for his time and left. On Monday, July 20, a man with a safety vest was walking all over my property. I went outside to find out who this person was....he was from Miss Utility. He informed me he was there because he was told I was purchasing a pool from Van Dorn pools and he had to check out where they were going to dig before they put the pool in. I informed him I was not buying a pool from Van Dorn pools and I asked him what made him think that I was. He told me "Dave" told Miss Utility was buying a pool from them. He grimaced and left, his time and Miss Utility's time, obviously wasted. I called the Kingsville office immediately and ended up giving Chris, their chemical analyst, an earful. I informed him that, in addition to dealing with this strangeness, I had a giant tree fall on my house a few weeks ago and I didn't have time for more stuff to deal with. After being told Marty was off and not back until Thursday. I then decided to locate the owner of the company, Chuck Stafford, this is a small family owned company. I called their Reisterstown store and spoke with Jim, a salesman like Marty. I told him the story and he was aghast. He said that something obviously went pretty wrong in Kingsville and he'd try to get a hold of Chuck. Jim from the Reisterstown store is interested in customer service. Its important to note at this point, I'm stunned at the audacity of the folks up in Kingsville to assume after a 10 minute conversation I was actually spending thousands of dollars with them. Again, stunned and laughing at the absurdity was where I was. A few minutes later, I got a phone call from Dave. Dave is Marty's manager in Kingsville. We didn't even exchange pleasantries, nor was Dave interested in what happened. I asked him if he'd like to know why I originally called and he indicated that he was not interested in why I called, he was only interested in knowing whether I wanted to do business with them or not. I told him no, I was not, he then hung up on me. I once again called Jim at the Reisterstown store who was either truly horrified or pretending to be horrified...I'd very much like to believe it's the former. He assured me he'd try and get a hold of the owner. It's been 3 days and no call from anyone at Van Dorn. I have read some wonderful things about this company and I really hope that I am an example of a chain of events that don't usually happen and went horribly wrong. I've told a number of people about this so far and we all find the situation obnoxiously laughable. Seriously, shame on you Van Dorn. read more

I do not recommend this company. They do not value your time, and the entire experience was a frustrating waste of mine. First, I was required to drive over an hour to their showroom for a completely unnecessary appointment--just to be shown pool options that could have easily been reviewed at home via email or a catalog. After that unproductive meeting, I was told someone needed to come out to evaluate my property. I rearranged my work schedule for this appointment, which was set between 7:30-8:30 AM. No one showed up. I received a voicemail at 8:30 saying he would now likely arrive between 10:30-11:30. That's a 3-4 hour delay with no prior notice. Since I had to be at work by 11, I called him back to say that wouldn't work. When I reached out to the owner to express my frustration, he was dismissive and rude, downplaying the situation by saying the rep was "just going to be a little late." A four-hour delay is not a minor inconvenience--especially after I changed my work schedule to accommodate them. This company clearly lacks professionalism and respect for clients' time. I would look elsewhere. read more

We are repeat customers of Van Dorn, that didn't learn our lesson first time around. My review mirrors many of the other negative reviews. Our radiant pool was partially installed last fall, they returned 2 weeks ago to complete the installation. We received a cheap tarp to cover the pool thru the winter (we were promised a pool cover then told that a cheap tarp was the "pool cover"). There was no "pool school" which was needed as this is our first pool. They men that finished the installation just dumped 2 bags of shock chemicals directly into the pool and said it would be clean in 24 hours-that's it!- and left. We were missing pool vacuum that was ordered and paid for and not delivered. Now had to hire a professional pool cleaning company. Basically once they've been paid their service is awful. DO NOT USE THIS COMPANY! read more

Van Dorn Pools & Spas - Dirt/debris in pool - Hot Tub & Pool Near Me - Kingsville, Maryland

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Have been expecting our pool since June 11th. Delays in production caused us to have an install date of July 1st. It started raining on July 1st. Rescheduled to July 7th. 50 minutes prior to install we get a call saying the pool cannot be installed because the foreman said the water delivery truck would not make it up our driveway. They did not verify this with the water delivery company. This was a mistake made by Van Dorn. They called 3 water delivery companies and the soonest they can get water is July 12th. I said that was way too late. Monday is supposed to rain. Pool cannot be put up in the rain. I expressed my anger at this point and was reassured this pool was a long term investment. And that they have a 2 week window to install. I was offered a 500.00 pool light. I declined. I was advised if I could find a water delivery truck who could get here sooner then the reschedule date they would move things to get here. I found one to come Saturday. They do not work on Saturdays so this was declined by them. Rescheduled for Monday July 12th. Water us going to cost 2xs what we were expecting. Asked them to use the store credit they were offering as an install credit. They said they can do 250.00 off the install. I cannot even express my displeasure with this company at this point. We bought a Doughboy pool which is two times more expensive than your average above ground pool. Pool is paid for in full. I guess no one cares about actually putting it in so we can use it. No vacation for my kids this year because of this investment. My husband has already used 3 vacation days for work and nothing had happened. I guess they only care if you buy an in ground pool. read more

Van Dorn Pools & Spas - I have been looking at this since July 1st. - Hot Tub & Pool Near Me - Kingsville, Maryland

Just finished filling with water and it's leaking. Bolts missing on top rails. Horrible communication once you purchase the pool. They don't give you a set in stone date. The guy that digs the pool calls a day before he comes even though it wasn't planned. read more

Van Dorn Pools & Spas - Hot Tub & Pool Near Me - Kingsville, Maryland

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The staff was great and went out their way to make sure my Jacuzzi tub. Everything went to plan besides the delay of the tub arriving, which is not Van Dorn's issue read more

Stay away from Van Dorn! Nothing but trouble. Second liner on new pool, and there are rocks under the liner! Buyer's remorse - definitely. read more

I have been going to Van Dorn for years. I have never had the problems with them that I have been dealing with this past few weeks. You can not get InTouch with anyone at the store, They have a roll over line, that no one ever gets back with you. Service is never available to help. read more

I'm surprised to see this place is not already rated. I must say, Marty, was very helpful to my wife and I in buying our Jacuzzi. Always pleasant, always helpful, never pushy. One of only two authorized Jacuzzi dealers in Maryland. read more

I agree with the other reviewer: van dorn staff are extremely helpful, courteous and knowledgable. Customer service like this is rare these days. read more

Good people to deal with. My 52" X 24' Radiant pool was expertly installed in a quick and profession manner.

Great place,.Dealt with them for 13 years and have never had a problem. Very helpful with any questions I had about my pool.

This company installed my pool 13 yrs ago. They are always able to help me with any pool issues I have had! They have also come to my home, no charge, to help trouble shoot a problem I was having. Marty and Paul are extremely professional and knowledgeable in all areas of owning a pool. Each season they help me get up and running. I wouldn't go anywhere else! I highly recommend this company for a pool installation or equipment! They definitely stand behind their products! read more

My wife and I purchased a pool and a Jacuzzi hot tub from Van Dorn about four years ago. We could not have been more pleased with everything, from pricing to customer service. We live several counties away from their store, but we continue to go back to them each year for all of our pool and hot tub needs. The staff, especially Mara, are always so polite and knowledgeable. I can always count on reaching them by phone, email, or in person to troubleshoot pool and hot tub issues when the need arises. read more