Simply Pools and Spas

Worst service we have ever had.

In the fall of 2020 we went to a home show and were introduced to Dennis from simply pools. We had been researching for the last year and decided we wanted to go with a fiberglass pool so Dennis came over showed us all our options and helped us plan our dream pool that took us many years to save for. We have lots of injuries so this pool would help us out tremendously.

He gave an estimate and we paid our deposit and then for months we had no response. Covid then hit and after months of no reply we were gonna ask for our deposit back when they called in a frantic saying they would be digging in 2 days and to have everything cleared out. We were told the employee Dennis “moved on” and the new person in charge April would be looking after us. She started to panic when we told her a gazebo was still put up that Dennis said would be no problem leaving and on the day of the dig, we got attitude from not only April but one of the owners as we all had to move it. The dig itself took a week and the pool was too big and not the actual pool we ordered. We tried to find the original paper work from Dennis but was told he took everything with him when he left. In the process of install simplypools/nuwave group destroyed our ENTIRE yard (after being told from Dennis that our hard scape would be okay and protected as we weren’t ready to replace it at that time) our window wells were destroyed, they spilled concrete everywhere (which I had to pay a separate company to pay to remove) and after asking repeatedly for them to come to remove the hardened concrete they spilt, simply pools/nuwave group wanted me to hire them as landscapers to remove the concrete and fix the hardscape they destroyed for additional cost(we had lost complete faith in them by then and I was not gonna pay them a dollar more) they were disrespectful to our property and left garbage,smokes,coffee cups, boxes etc everywhere and to make matters worse the pool was off level. We couldn’t use the pool for the first month because the parts from the pump were not in stock (which we were never told) due to covid so after that month our pool was a swamp and we had to pay ANOTHER company to help us clean it.

The pool school was useless because we didn’t have all the working parts and simply pools was ignoring us. Once the out of stock parts were installed we didn’t have even a full season of the pump working. We were told before closing the pool last season that the pump would be replaced when we opened this season. It has now been 6 weeks since the pool was opened and after us sending repeated emails pleading for someone just to send an electrician/service person to see what’s happening to no avail. Requests to talk to the owners last year have been ignored and our dream pool has become a nightmare. We can understand covid took a toll on all of us but there is no excuse for spending over 86 thousand dollars for a swamp. To this day we are still continuing to try to get a service person from simply pools/nuwave to come and figure out what’s going on with this pool. We are beyond frustrated and extremely disappointed especially after seeing all the positive reviews. I highly do not recommend this company.