Family Pool Spa & Billiard Centers

The owner sells the product and doesn't stand behind his product even though he sells you a 20 year warranty on the pool. I bought a 33ft round pool. His installer did not properly install the pool, it is 3 to 6 inches off from one side to the other, the legs are bowing on the pool, they have been replaced but the level was never fixed so the pool has now walked out of the bottom ring, the patio stones holding the legs up have gone under the pool liner in places, poking holes in the liner, the legs that were replaced were not done right, some have come loose and metal is poking the liner. The sand that was delivered was not used and now grass is growing in the bottom of the pool. We have contacted the owner several times, have drained the pool 3 times over the course of having it. We bought it at the end of 2018, swam for a month or two before the water was too cold. The installer came out and changed the legs, brought a new pump because that went bad, and he put stakes around the outside of the pool trying to keep the pool from sliding off the bottom ring. We noticed the pool having problems again while using it in the summer of 2019 with the pool shifting and legs bowing, the owner kept telling us that he would get someone out to look at it, never happened because he stopped answering our calls or responding to our messages. Covid-19 hit and all business was closed, when they opened back up we start calling again and the owner said he had no one to work for him and promised to have it repaired by july 2020. Now he says he will not fix it because it has been too long. He feels he is not responsible, but when the pool collapes and takes out my home because it is right behind my house, he will be sued for a home also. I am now looking into class action suit against him and his company. 7000.00 is alot to pay for something he gauranteed for 20yrs, provided the installer then claims no responsibility. DO NOT BUY FROM FAMILY POOLS. THEY ARE A RIP OFF.

We purchased a 33ft above ground pool a little over a month ago with installation. Spent $7000. About 2 weeks later we already had grass growing through the liner.

We have been going back and forth between the store, installer, and owner whom now doesn’t respond to my emails or calls and does not keep us informed. Just tells us they need more time to figure everything out every time we speak to them. The installer blames the store and stated that they should have sold us the proper herbicide and a barrier between the liner and ground. We were told this after we called to complain about the grass. Why did they install it then if they didn’t have the proper materials? The store blames the installer and says they should have supplied herbicide and everything to install the pool which we were told was included in the price.

While trying to get the issue fixed, we were told the liner would only be patched, another time that it would be replaced after the pool season which we said was not ok. We wanted it replaced now for fear they would brush us off again. We received a call this week and were told they would come replace the liner this week and to drain the pool. We thought the company finally decided to do the right thing and replace the liner. Today comes and they told us that we were supposed to purchase a new liner for them to install.

Bottom line, I could go on about everything that has gone wrong. Do yourself a favor and buy a pool somewhere else. They are very pleasant while selling you the pool. And seem like a great company to do business with. But if something goes wrong, you will be left with a mess.

UPDATE: Family Pool and Spa ended up replacing the liner. The owners finally called us back, only to ask us to remove the post. I told them that I was planning on updating it when I had time. But then I was patronized by the owner. After being harassed on the phone on mother’s day I will no longer shop at the store. That is no way to deal with a customer.

This is my regular spa supply store and the new manager Heather has gone over and beyond to help me find a part for my very old hot tub. They know what they are talking about, communication skills are terrific, and they are so very friendly. I highly recommend this business

We have been very pleased with the above ground pool that was installed last year. David Broom is always quick to respond to emails or phone calls.

This pool store has excellent customer service. I am able to get specific instructions for how to make sure my pool water is clean. They test your water at no charge and print out the directions. Very friendly staff.

I purchased a billiard table as a present for my husband. They delivered and set it up the same week. He loves the table!!

These are the most clueless people I have ever done business with. I have been trying to get my hot tub fixed (under warranty) for 3+ months now. Every time I call them, they have no idea if parts have been ordered, if parts have come in, etc. I never once get a warning they are even coming to fix the tub. They just call out of the blue and say they are on the way. The one hot tub repair guy they had quit. So now a pool repair guy is trying to do the work. I would never buy a hot tub from them again solely because the local store lacks a qualified manager to run the store. Tomorrow will be their 4th trip out to my house in the last 3 months to attempt to repair it. It's only 3 years old. Simple example: a year after buying the hot tub I moved about 2 miles. 3 times now they have sent the repair guy to the old house first. How many times do I need to tell them I've moved?

My husband, Frank, and myself, Cathy...Would like to say Thank You for a beautiful pool addition to our backyard. They followed our vision and rough drawing and created a masterpiece that flows perfectly and really fits and matches our home! We are very particular and they worked with us at every turn and with every minor detail. Not to mention, making it affordable as well. Definately has added value and beauty to our home, and most of all, quality time to be spent enjoying the pool with family and friends! Thanks Again!

I recently built a beautiful in the ground swimming pool with this company. I am very impressed with the value that I received for the money. Never imagined I could have such a beautiful addition to my home for only $16,000. I definately recommend!

Nice people. The owner was very helpful.