Pool-Spa-SuppliesReviews 107

I ordered the incorrect part because the description and picture were deceiving and I tried to cancel the order just hours after I realized my mistake. I called and spoke with Customer Service and they said I paid $20 for 2 day shipping and I wanted to cancel the order. Too late, But just return it when you receive it... no problem. Paid for 2 day shipping and received the package in 4 days. Went to return the product and they are charging me another $13.95 to ship it back or 25% of the order for a restocking fee. Never again!

We needed to replace the spa control unit for our Caldera hot tub. I called and spoke with Ken. He did some checking and recommended a $700 unit. I ordered it and it didn't fit. After several calls (to voicemail) and numerous emails I finally called the manufacturer for help. Initially they said they did not support end users but I explained that the reseller would not provide support and they finally assisted.

I looked this place up on Google maps and it's a house. I suspect this is a part time venture. Shop elsewhere. You have no recourse with this company.

Pool-Spa-Supplies

Will not issue refund
4/2/17
I ordered the wrong plugged spa heater and they sent me a return authorization but will not issue the refund or respond to me emails.

This message is in regard to your complaint submitted on 4/2/2017 against PSS Pool Spa Supplies. Your complaint was assigned ID *******.

The business has failed to respond to your complaint. Therefore, this complaint has automatically closed as "no response." Please understand if the company is not accredited with the BBB; this will be the final phase of our process. However, should the business choose to send a response we will then reopen the complaint and send it to you for a rebuttal. Your next step may be to pursue the company through Small Claims Court. The number for general information for Harris County Small Claims Court is *******137 or you may go online to their website at www.jp.hctx.net/civil/default.htm. They will be able to assist you with your questions about their process and they will send you out a packet of information on what all you need to file your case. Consumers with questions or who wish to file a complaint with the Office of the Attorney General may call *******011 (for callers within Texas) or *******100 (for callers outside Texas). Complaint forms are also available online at www.texasattorneygeneral.gov. Please send the Bureau a copy of your final court award once you receive it for our files.

This complaint will be reflected on the company's BBB Business Review for 36 months from the close date with the following language: "The company failed to respond either to the consumer or the Bureau to the complaint(s) filed."

Regards,

The Dispute Resolution Team

I recently placed a call to the company regarding a spa retrofit and was guided to their online website for ordering specifications.

pool-spa-supplies.com

I verified with an employee over the phone, that the spa model and year that was referenced on the company's website was the proper part. The product was shipped and received but was in fact the wrong part for the spa that we have. After contacting the company I was given an RMA # and told that there would be no re-stocking fee ($110) because the company's website referenced the wrong part number. After returning the product and failing to receive a credit, I spoke with Chava at PSS, and she stated they were going to charge a re-stocking fee. She is also the same person who originally stated there would be no re-stocking fee. Because of this situation, I have now had to dispute the claim with my credit card company. I highly recommend that you do not purchase products from this company.

There are several other complaints on the Better Business Bureaus website about this company.

Bbb. Org/houston/business-reviews/swimming-pool-equipment-and-supplies/pss-pool-spa-supplies-in-houston-tx-*******/reviews-and-complaints