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    Wasatch Spa & Pool

    4.4 (16 reviews)

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    9 years ago

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    SCV Pools - Drainage problem

    SCV Pools

    3.0(10 reviews)
    2.6 miSugar House

    Beware. They start out great but we now have a giant hole in the ground where our replastered pool…read moreshould be. The demo and waterline tile are done and it hasn't been too bad except they won't return our emails, they won't schedule the last phase and a project that was 5 weeks is who knows how long because they won't get us on the plaster schedule and right now we are told it is 2 months out and no way to schedule us for some reason. Weeks of asking to get scheduled with no response. I have included the owner in our communication as well so this isn't just about one person, this is clearly a company thing. I highly encourage you to look elsewhere. Add to the fact that we don't have a pool they have left equipment etc here so I'm sitting on my lanai in a robe and at 6:45am my dog barks like crazy and it is the employees wanting to pick some stuff up. Has happened two of the last three days. The list goes on with all the frustrating things happening with this company. Did I mention food has been left out including a chicken bone we only discovered because our dog was trying to eat it?

    We entered into a contract with SCV Pools in October 2022. Shortly thereafter, we were told the…read morecompany had been sold to a new owner. The company changed names to Hawaii Pools. There have been many safety and quality issues associated with the pool and the work is not complete. These issues include, but are not limited to: 1. Lack of responsiveness to many issues for months, unclear chain of command, conflicting information despite repeated phone calls, emails, and texts. We were told by the new project manager Keith that he doesn't check his voicemails. 2. Repeated delays in getting the work done. Workers were frequently pulled off the job to work on other jobs. No schedule was provided despite multiple requests, of when workers would be on site. Workers left their equipment on site, and on more than one occasion came at 6:00AM to get their equipment to bring to another site. 3. Quality issues associate with the work, including drainage problems, no autofill installation as of yet, issues with the spa, workers asking the homeowners how the drainage should be done, frequent lack of supervisors on job site. 4. Safety issues including sidewalk cut and left open, a delay in ordering and lack of fencing to date. 5. Messy and unprofessional work site including leaving bottles and cans at site, lack of provision of toilet facilities from SCV to workers resulting in neighbors complaints about workers peeing openly on the property. When brought to the SCV's attention, they finally provided a portapotty. 6. Incorrect billing on more than one occasion.

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    SCV Pools - Sidewalk cut open and not refilled

    Sidewalk cut open and not refilled

    SCV Pools - Parts left on the new patio. Can and water bottle.

    Parts left on the new patio. Can and water bottle.

    SCV Pools - Drainage problem

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    Drainage problem

    Arctic Spas Utah

    Arctic Spas Utah

    3.5(56 reviews)
    2.3 miCity of South Salt Lake
    $$$

    So far, my experience with Arctic Spas has been stellar. I'm a new customer, but was referred by a…read morefriend who owned an Arctic Spa got years. He told me the quality was hands down the best. I wet tested spas at Jacuzzi, Tropical Seas Spas, and Arctic Spas Utah. I found the things my friend told me about the quality yo be true. Bob, my sales rep treated me with respect snd took special care to help me get everything I wanted on order. Every time I have emailed him with a question he has been responsive and helpful. I haven't received delivery on my Summit XL yet. But so far my experience has been outstanding! Thank you Arctic Spas! I look forward to the ongoing relation for years to come. Cheers!

    Appalling Service from Gary Nelson - Charged for Service, Told to Watch YouTube…read moreRating: (1/5 Stars) I am utterly disgusted by the lack of professionalism, disrespect, and terrible customer service I received from Gary Nelson at the Arctic Spa of Salt Lake City. If you are a woman or a customer expecting to be treated with basic respect, look elsewhere. The Scheduling Disorganization I called to schedule a yearly cleanup for our Kodiak Spa. Gary told me I was in an area where he needed to "get a list together" and it would take about a week. After a week of silence, I politely followed up. Gary immediately became defensive, shifted his tone, and acted irritated that I called. He refused to even give me a time estimate so I could plan to be home. Paid for Service, Hidden Backorders, & No Answers When the service day finally came, I had to wait around all day for the technician to show up with zero updates, and I ultimately had to go find him myself just to see what was going on. Had I not tracked him down, I never would have been told that our salt electrode was on backorder--despite the fact that they were still charging me in full for it upfront. Terence knew it was an important component but couldn't answer basic questions about what to do if the system failed, or if I'd be charged a second service fee when the part arrived. I explicitly asked the tech to put it in our account notes for the service department to contact me the moment the part came in so we could discuss these issues and how it would be handled. (Shoutout to Nicole from the Arctic Spa Canada team/app, who I had to contact later when my app started flashing red. She was amazing, immediately checked my levels remotely, and gave me the emergency chemical instructions that the Salt Lake team failed to provide!) The Final Straw: Unacceptable Disrespect Instead of the service department calling me like I requested in the notes, the backordered part was randomly dropped off on my doorstep by UPS today with zero communication. I tried calling Gary to find out why, and had to call him a second time just to get him on the phone. Gary had absolutely no idea the part had even been delivered until I brought it to his attention. When I asked what I was supposed to do with the part, Gary gave me an in-depth explanation on how to watch a YouTube video and install it myself. I paid over $300 upfront for this part and the service. His store has already charged me for this installation. When I reminded him that I paid for them to install it, Gary snapped. When I pointed out that we chose this store because they are supposed to have the best service team, Gary cut me off and aggressively said, "Don't tell me what I'm supposed to be." He then repeatedly interrupted me, loudly demanding, "What is your name? You are the last call of my day!" As a paying customer, it shouldn't matter what time I call--I deserve basic professionalism, not to be snapped at and treated like an inconvenience. When I finally got him to confirm they wouldn't charge me an extra service fee to finish the job they left half-done, he asked where I was located. Because I was nervous about leaving this crucial part uninstalled, I asked if I should check back in two weeks or if a month would be better--reminding him that last time, I had to call him to do his job because he never followed up like he said he would. Gary completely dismissed my concern, cutting me off to say I was "on his board," and he hung up on me. Conclusion Gary Nelson talks down to women, refuses to take accountability for the services his store is paid to perform, and flat-out rejects being held to any standard of good service. They have already taken my money for a service they refuse to complete. To hang up on a customer who is simply asking when a prepaid job will be finished is entirely unacceptable. Arctic Spa claims to have top-tier service, but Gary Nelson is tanking that reputation. Avoid this location at all cost!

    Photos
    Arctic Spas Utah - At the Jan. 5-7, 2018 Salt Lake Home Show...

    At the Jan. 5-7, 2018 Salt Lake Home Show...

    Arctic Spas Utah
    Arctic Spas Utah - At the Jan. 5-7, 2018 Salt Lake Home Show...

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    At the Jan. 5-7, 2018 Salt Lake Home Show...

    Wasatch Spa & Pool - hottubandpool - Updated June 2026

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