Pool-Spa-SuppliesReviews 107

I ordered a balboa board for my tub, and realized when it arrived it was incorrect and never installed. Additionally the board look used, and had visible signs of corrosion, and burn marks from rework. It was also dated 2013. Which I also thought it was odd. I returned and they claim I sent them back my old board. I have photographic evidence to prove my board was never swapped. This company is awful. Avoid. Scammers.

PSS website let me purchase a heat pump that was apparently not available and on back order. Shortly after my credit card was charged, they refunded my order. So then they allowed me to purchase a different pump and I selected overnight freight ($140). After four days go by and no word from them I sent a tracking request. They immediately responded to tell me that I can't do overnight for that type of purchase (their website offered it) and canceled my order again. No option to ship it any other way, just cancelled and refunded me again. They must not need the business because I've tried to spend $4k with them twice and both times they just cancelled my order

I purchased a pump for my hot tub, which unfortunately I had to open a warranty case on. The customer support team was amazing in resolving the situation. They were very responsive, and I had a replacement pump in a few days time. I appreciate the way that they took my problem seriously and resolved the situation. I will buy from them again.

I tried placing my order several times. It was not possible due to "error calculating taxes" (can´t see the challenge on that, but yeah). I asked customer service to help me ship my order to Miami, but never got a response. After reading these reviews, it seems they don´t like having customers.

Ordered and paid for a part that the website had in stock. Were told after a number of weeks and chasing it up, that the part was on back order. Told them we were happy to wait as long as it's still coming, we were assured it was. Followed up numerous times, told "it's still being produced and is on back order". Randomly get an email months later that they've cancelled our order and are refunding to an account that we notified them was no longer active. Completely useless and terrible communication. Unsure what will happen to our "refund" of several hundred dollars since the account is defunct and their response is just "refund has been issued to original payment method". What happens when it bounces back? Too bad coz they've issued it so it's no longer their problem? Disgraceful.

Had to switch over from 240v. To 120V. On circuit board of control unit. Over the phone and a couple pictures later John B. Walked me through it! Very knowledgeable and helpful! Thanks again to John B.

We ordered a Spa Recirc Pump. GRAND TOTAL including tax was 159.00 with free shipping. Our total was 180.00 as they charged tax and shipping. When I contacted the company they first argued with me about the free shipping, then said they have to charge tax which is fine, if they had put it on the Grand Total. Instead of making things right with us (total of 21.00), they kept telling me they would send a return label to send the pump back. Even after I said we want the pump, they kept offering the return label. VERY VERY poor customer service. Make sure and check your final credit card bill!

Wow! Wish I would've read reviews before stupidly purchasing a hot tub part from this company. The part showed up in a box severely damaged (not this company's fault). I rejected the shipment and had it returned. Called P-S-S a couple of weeks later, customer service gal I talked to looked it up and said yes they'd received it. I told her I didn't want a replacement just wanted refund since I had for time purposes purchased the part at a local supplier. She told me she would notify the shipping team to issue refund and not send out new one as they process it through. Couple more weeks go by no refund back to credit card, I call again. Guy on the phone says they've never received it. I took a double take- reminded him what my previous conversations were with customer service. He tells me straight away- "yes I see that in the notes, I have no idea why she said that and she's no longer with the company". Ummmm, come again? Long story short, this company has kept my $322 and refuses to escalate the matter to management. I would recommend, NEVER EVER TO PURCHASE ANYTHING FROM THIS COMPANY. I now see the other reviews and see that it is much the same. Shady company to say the least.

We ordered a part for our hot tub May 12,2022. After receiving the wrong part we returned it & have spent all summer trying to get our money back less original shipping, less a restocking fee. It's now October 11,2022 and we still haven't gotten a refund despite speaking directly to them on the phone 3 times over the last 4 months! Good luck to anyone who shops their site! Now we have contacted our State Attorney General Office to clear this up!

Sent ozone unit without ground wire even though it is clearly shown as having one in the photo of item. I will gladly send back if they send me the info as to where to send it. They won't!. Called and tech said it would be fine to install if the wires line up with amp plug connection. Why don't they just send what I ordered, a unit with ground, common and hot wires just like the one I'm replacing and just like the one pictured on their website that I ordered.

Horrible. Terrible customer service. Told me my product was on back order because the manufacturer was behind on production. Lie. Waited six weeks. Found another company that had it in stock and shipped it the next day. Emailed to cancel my order and they told me it already shipped. Some notice would've been nice. Returned it 2 weeks ago, my credit card was never refunded nor have they answered any of my emails.

Ordered a board and waited 2 months to ship only to get the wrong board. Called and emailed several times with no response and when I finally got through my correct board was sent immediately. Of course this tells me my correct board was in stock all along. Installed new board and my original problem was fixed but now 2 of 3 pumps don't work. I knew it was a configuration setup based on schematics so I called their "expert" who put me on hold to speak with the manufacturer since he didn't know how. He advised I would need to get a qualified spa tech as the board needed programmed and he couldn't tell me how to do it. I explained I am an industrial equipment technician and was qualified and it was likely a dipswitch to access a menu as I read that online. I called local spa service who charged $150 and their repair tech knew exactly what it was without any phone call to the manufacturer and it was what I advised! He threw a dipswitch and made a setting change in a hidden menu! I called back to see about some concession on price and was told to submit my complaint through their website?. I have done that twice with 0 response! This company doesn't give a crap about customer service and they certainly don't know the products they sell enough to be so called experts.

Ordered a heater for a spa. Received one that was defective. Talked to tech support supervisor and explained the problem. Replied with email stating he shipped out a new one for me that day. I asked for a tracking number several times and no response. 10 days later received email saying it had not shipped. Explained the urgency and that they would ship it out the next day. Asked again 2 days later for a tracking number and to date no response. Decided to just dive in and repair it. Bottom line if you want good product with good customer service do not use them.

I placed an order and received it right on time as promised. However when I received it, one of the items was defective (from the manufacture). PSS did not hesitate to rectify the issue and make sure my order was right. They were quick to respond to my concerns and have kept me up-to-date all along the way. I highly recommend using this company for all your Pool and Spa needs.

Ok. So I decided to buy a new spa pack so I wouldn't have to mess with my old one. Turnes out the new one from united spas has only lasted 6 months. I have had a tech finally help me after many many emails and calls only to be sent a part that didn't fix the problem. I have now sent 6 more emails without a reply. I paid $500 for my hot tub to no longer work. All I'm asking for is someone to help with this. Please save your money and shop somewhere else.

I forgot I had ordered from these a holes before and made the mistake of doing it again.
These guys truly suck. Buy somewhere else.

I ordered a circuit board for my Master Spa Legend on Feb. 28th from Pool Spa Supplies. I did not receive a tracking number, but when I emailed they responded immediately and gave me the tracking number. I received the part on Mar. 8th. It had shipped directly from Master Spa. The purchase price from Master Spa before taxes was $628 (free shipping). From Pool Spa Supplies it was $429. With taxes and shipping, I paid $499. That is quite a savings. I am very pleased with the service received from Pool Spa Supplies. Pool Spa Supplies would not have any control over the shipping time from Master Spa. This may be the reason for the other bad reviews regarding shipping problems. Interesting that it was so much less expensive from a 2nd retailer and was delivered by the original producer.

Terrible customer service. I placed an order for next day delivery and paid $156.00 for that delivery service. My product did not arrive. I have called repeatedly and no one answers the phone or returns messages. I have sent numerous e-mails with no response. For all I know they are a scam organization. I will call my credit card company to cancel the order at once. It seems from what I have read no one is happy with their product or service.

Haven't received the circulation pump yet. Did not get a tracking number, so I sent an email and called twice. Nobody answered the phone, so I left a message. Did not get a return phone call, but they did get back to my email at the end of the work day and said they shipped it yesterday, and gave me the tracking number. They had the best price on the internet, and the quality is good. Based on this, I would not hesitate to use them again. They treated me right.