We had our liner replaced last week. When I went to unscrew the rubber return gasket on the inside of the pool, they screwed it on so tight I could not get it off. I called the Reisterstown store to ask for help and the guy just laughed like it was a big joke. I spent over $7000 to be told, "we can't help you. Call the service department on Monday." When our pool and deck were installed 21 years ago by them, I added a side deck myself and the woman actually wanted to bill us because she thought they built it!!!! This company overcharges! Terrible company. Never use them again. read more

I would give them zero stars if I could. While there on 9/09/24 My fiancé & I purchased a pool cover but we decided the next day that we wanted to return it. We did look at the return policy before we purchased the pool cover to make sure we could return it and there was nothing stating we could not return opened items. We didn't take the pool cover out of the box, we only opened one side to see if we liked the material and we didn't. Today on 9/10/24 my fiancé went to take it back & the employee would not allow the return because he said it was opened and didn't know if we tampered with the pool cover. I tried to call today 9/10/24 and they put me on hold for over 10 minutes so I did decide to hang up. Also while in the store on 9/09/24 we had to wait over 20 mins for an employee to come out of the back room to assist us. There were other customers that were waiting as well but they decided to leave because of how long it took. We will NEVER shop there again & if you do good luck. read more

Van Dorn Pools & Spas - Return policy. - Pool & Hot Tub Service Near Me - Reisterstown, Maryland

They don't communicate effectively, young men kinda rude, come to your home, leave no notifications. Replace parts, but common courtesy is key. They are kind when they take your money. read more

Van Dorn Pools & Spas was great to work with. Their customer service is A1 and amongst the best that I've ever received. "MJ" read more

Horrible service!! I waited nearly a year for my cover and had to use a leaky loaner cover they provided in the interim. Lift was delivered with the spa but couldn't be installed on the loaner. So there it sat in the box for all that time. it is only after hounding jacuzzi customer service that I finally got any result. Van Doren informed me they were taking a cover off the next truck that was meant for someone else. That is how I got a new cover delivered. But, something had gouged the box, which cut the lining of the cover. They at least installed that cover with my lift while I waited for another replacement cover. Today, the tech installed the new replacement cover and new top brackets for the lift (as they are glued to the cover). But, the tech forgot to install the handles for the lift!!! He took off before I could catch him and tell him. And, of course, it's after 3 when they close. Well, you pretty much get the answering service even when you call during their limited hours anyway. read more

We decided to get an above-ground pool after having to cancel a vacation due to COVID-19. Our experience with Van Dorn was completely positive. They helped with deciding on a pool and the details given wanting to let our dogs in it, they helped with how the permit process works, and the guy who came to do the physical excavation helped figure out exactly where the steps should go, how far away from the current deck it should be, etc. The installation happened quickly and was done right as far as we can tell so far. We would use them again for sure. read more

I contacted them by email only to receive a general kick back email from a sales associate Jerry. I respond to his email (2nd email) asking the same questions I had in the first email I sent. I never received a response back after writing Jerry back. But I then started to receive all their general emails. So you cannot respond to potential customers but you can send them your spam emails. read more

Great place to buy your pool and supplies. Have been a customer for 20 years and never had a bad experience. They will help you diagnose any problem that may arise with your pool. read more

We've been customers for almost 30 years and have bought 2 pools from them. First pool and original liner lasted 20 years! Always buy our chemicals and supplies from them-they listen and never try to sell us stuff we don't need. The annual January sale is a great way to save money on chemicals. Highly recommend. read more

Great place for your pool and spa supplies. We have bought both the pool and the spa from here. Great customer service.

Our Doughboy pool, along with associated structures, was a victim of the March 2nd windstorm! Crushed by a fallen tree, we were now facing the upcoming pool season in peril. The rapid response from Mara and her team at Van Dorn was the only easy part of putting our home and pool back to normal. From their kind patience and flexibility with installation, they demonstrated true customer service and compassion. Not to mention installing another beautiful Doughboy above ground/in-ground pool completely in one day, in the rain, wind and all! We've been a Van Dorn customer for over a decade. We'll surely be one for decades to come! Well done ! read more

I wish I could give no stars. We purchased a pool last year and due to COVID it was back-ordered and we knew it would not be installed until early spring. The sales process was fine and our sales person, Donna at the Kingsville store, was very friendly and communicative. The communication we had with VanDorn, after they took our money was terrible, and all the extras that were not included cost twice as much as they projected. They did a very poor job of giving us timelines and providing information on the parts of installation we needed to take care of on our own. Every time I emailed them over the winter I was made to feel like I was bothering them. We don't have jobs that we can just take off whenever we want to. Due to this lack of communication, we did not have electricity for our pool until three weeks after the installation. Upon our second use of the pool we discovered a hole in the bottom of the liner. We are likely going to have to hire a lawyer and file suit to have the liner replaced as they are only willing to patch it even though it is more than likely that something from under the pool poked through after installation while the water was setting the pool or that no one noticed the hole during installation. Look elsewhere to buy your pool. read more

I purchased a pool in 2020 and received it in November of 2020. I thought wow everything got here early and surprised me with all of the COVID delays. But when I went to install my pool, the excitement quickly turned to frustration. I did not in fact receive all of my items and I also received part of someone else's order. I called several times to get a status update on the missing parts all to get the round around. Talk to Jerry, talk to Ryan, talk to service...well no one could resolve my issues and all Ryan and Jerry wanted to tell me was that I couldn't go swimming in March anyway, yet they were doing installs themselves. Funny how they can do installs but if you aren't paying them to install you don't get the same service. Then when I finally got to installing I didn't get enough coping for the top. Of course it was my fault, but come to find out it wasn't and they gave me someone else's. Service department kept saying "we'll make it right" but what they mean is they will eventually get you what you ordered. Trying to "make it right" was coming to install the correct product incorrectly. They say they understand the frustration, but they truly don't and just want to pass the buck constantly until you get frustrated and give up. Note: Supposed owner called my husband after first review on their direct page and was told to call me but after several hours of course no follow up call. I paid the bill so not sure why they wouldn't want to call me. SMH read more

Maura is a solid rep. Too bad no more baquasil pool product. Highly recommend pool or spa outlet. Installation is seamless

I must say that I'm very impressed that the owner and manager of Van Dorn Pools & Spa reached out and contacted me regarding my review and that is why I gave them a higher rating now. He was very pleasant and apologetic for the actions of his employee during my first visit. My wife and I discussed revisiting Van Dorn Pools & Spa since we had not purchased a hot tub as of yet. Thanks again for caring about your customers. read more