There were a number of issues with my hot tub that necessitated significant detail to find (leaks). After several snafus and mixups, the service team and Holly made it right. With her, the "buck" stopped with her and she jumped into action to get her team to execute and deliver for me, the customer! Holly's management and coordination to fix the mistakes was second to none. Well done. read more

Going into the process, Burton Pools was actually our first choice for a semi inground pool based on their reputation and our previous experience with a different sales rep (a year or two before this we looked at a fiberglass pool but had some things come up so we couldn't complete the process) . Unfortunately, after meeting in person with Steven at the Springdale location, our opinion changed. There were several factors that led to our decision. The overall customer service and professionalism during the sales appointment fell well below our expectations. There was a powerpoint presentation that was difficult to follow because we couldn't clearly see the laptop screen, honestly we didn't even care about the presentation and tried to say that but unfortunately he didn't listed and kept talking about slides that we couldn't see. The company we chose had better prices, clearer communication, more detailed design guidance, faster timelines, stronger warranty coverage, more flexible customization options, and a better overall feeling of confidence in the builder. In our case, those factors, along with the ones above, made us feel more comfortable moving in another direction. I also want to be honest about something that made the meeting really uncomfortable. Throughout the presentation, he repeatedly dug in his ear and removed earwax. While it may seem minor, it came across as unprofessional and left a very negative impression to the point we almost walked out. He might as well have been picking his nose and wiping boogers on his shorts. read more

I have been a customer of Burtons for 20 years and spent thousands of dollars. They just lost my business over a $37 backwash hose. I ask for a backwash hose and the service person gave me a hose. He did not ask me what diameter size I needed so I assumed there was only one size. well there is 1 1/2" and 2". he gave me the smaller size so it did not fit. when I tried to exchange it they would not because it was opened. should I have asked for the right size, probably. Come on, let's show a little customer service and take care of a good customer. there is someone else who wants my business. read more

We recently moved to NW Arkansas into a new construction home and knew we wanted a very sleek modern looking pool to match the look of the house! I called and got bid from about 5 companies in NWA, and although Burton was on the higher end... I can tell you it is 110% worth it. I would not have traded a few thousand dollars for the quality and care we got throughout the whole process. I was living in California during my planning process and knew it could be tricky trying to get someone on the books living so far away at the time. Our sales rep was Whitlee! He was my first point of contact and walked me through the whole process of the pool. He came out to see the pool location before we even moved to the area. At that point I knew customer service was something they greatly value. We booked them in January 2020 and they started the end of April 2020. We chose a 16x36, 6 feet deep concrete pool with full end to end steps and a padded vinyl liner (it doesn't tear up my kids feet). We got an electric heat pump (which is awesome), a salt system, in floor cleaning system, a 3 LED lights that change colors. We also added the cutest giant concrete stepping stones rather than a traditional sidewalk. I love it so much and it really makes it look modern. During the process we upgraded the concrete to have a hand scrapped border (see pics below). Our project manager was Josh. He walked me through every step of the process and answered any of my questions (which I had MANY, ha). The teams doing each part of the project were fast and efficient. I have truly never seen harder workers in my life. I told Josh the project manager they all deserve a raise :). It was just under 4 weeks from the time they started digging to the time we were swimming. I was literally shocked. I know that timeline is not the norm because we didn't have a ton of "extra" things like water features and retaining walls, etc. But still... 4 weeks is impressive. Chris installed our vinyl liner and pool cover. He came to our house Memorial Day weekend just to make sure I had chemicals to swim for my opening weekend. I was so thankful he took time away from his family to do that for my family. Our pool lesson was with Jay. He was so patient and took about an hour to show us every feature and how everything works. I've probably called/texted him 4 times in the past week asking him questions because I couldn't remember what he taught me and he joyfully answers all of them. So in recap... I was nervous to start a big pool project because I have heard horror stories of people saying it was 6-9 months building a pool and that you never know when people will show up, etc. Burton was on-time and on-budget. I always felt like I knew exactly what was happening and when. In the end we have a beautiful pool even better than I imagined. read more

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Terrible customer service! The only people that will give you the time of day are the sales people. After they get your money. They have no time for you. Service is terrible!! read more

I just fired them because my pool guy actually called me and said that water needed to be put into the pool and that this is not part of their service. Also had called and double confirmed the ordering of a new pool cover and winterization of my pool before leaving town for several months and was told today that I never had those conversations with their staff and the cover was never ordered. read more

Installation of our above-ground pool was done OK. The follow-up was awful. Installation of stairs (arrived late due to COVID) was terrible; first they didn't install the entire set of grab bars (unsafe) and then the workers "forced" it to fit and my spouse had to fix it correctly. Workers had to return numerous times -- once because they had parts fall off their truck en route. Workers (after the initial install) looked like high school kids and had no idea what they were doing. First winter, the pump cracked and leaked because they didn't drain the system appropriately. Could say a lot more, but you get the idea. I would not recommend them for any service after the sale. And, they just billed me for something from 1.5 years ago! See pics. read more

Burton Pools & Spas - Extremely unsafe space between stairs and wall of pool. Child could get easily trapped; not done correctly. - Hot Tub & Pool Near Me - Springdale, Arkansas

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Would not recommend this pool company. Our pool build was a nightmare! Good luck trying to get hold of anyone when there are issues, no call backs. Oh, but they were right on time when it came to collecting payments. SMH read more

A couple months ago I ordered a new liner and thought I was in line to get one installed. According to the girl that take those orders informed me I wasn't in line because she doesn't have me in her book. Very rude and a snob. Don't worry I found a place to do my liner and also purchase my chemicals. Thanks for running another customer off! I guess you really don't need customers until u run out and no longer have a job. read more

I ordered a pump motor paid a deposit and after a month of waiting they still could not give me a delivery or install date. Service department was rude and not helpful. I have always referred people to this pool store. I have purchased 2 pools from them over the years. Very disappointed in the service department. read more

We have been very disappointed in our 10 month experience with Burton Pools. In addition to taking so long we have had issues with communication, avoidable mix-ups, quality, and ultimately a $500 in-store credit "bribe" to leave a positive review on Google (which I obviously declined). The only thing that occurred on time was the cashing of the checks By Burton! We live in Rogers, AR. We were optimistic as our neighbors had the first Burton pool in Pinnacle and raved about the experience. Our project was relatively small (a 8' x 16' gunite cocktail pool) so we figured it would be relatively painless, but that has not been the case. Communication with the team was hit and miss particularly on the sales side. We were repeatedly told inaccurate timelines, inquires were ignored, drawings/measurements were inaccurate and the project dragged on (not due to weather or supply, but bad communication and planning). Aside from the delays this resulted in the plaster finish not being correct and the jet covers having to be switched out. Our quality concerns were related to the pouring of the concrete deck which resulted in the stress relief lines not being straight (the concrete subcontractor blamed it on the "wind") and they did not center the umbrella anchors in the concrete so I had to go buy umbrella bases anyway. I was told this is kind of like a mistake someone would make when they did a project themselves....except I paid professionals to do it right. To their credit they did reimburse me for the umbrella stands and a load of topsoil. My biggest issue (and the reason for the low rating) was the way they handled the Google review situation. I was told by the construction manager that the GM felt the experience was bad enough that they would like to offer me a $500 in-store credit...but only if I write a positive review on Google! I don't need permission to leave a review and you can't "bribe" me with an in-store credit to leave a positive review that would ultimately be misleading to other potential customers. It would be one thing if it was to compensate for the poor experience but to offer it with strings attached that forces me to lie to other people if I accept it?! Completely unprofessional and unethical. I did want to state that Josh did his best to manage the situation and Fedrico's work was really great, however Burton's ability to manage sub contractors, communicate, adhere to timelines, and actions to "make it right" for customers leave a lot to be desired. read more

I was extremely impressed with the product knowledge and helpfulness of the staff in choosing my hot tub. When they delivered our new hot tub Saxton and Garon set everything up, put in the chemicals, and made sure we were completely satisfied before they left. We are loving our new hot tub! Thank you Burton Pools and Spas! read more

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I would avoid using Burton if possible. Last year, we paid for them to maintain our pool during the summer and they did the bare minimum. They never brushed it or vacuumed. I had to call to remind them to come out half the time as well. This year, we had Burton open our pool and they didn't mention we had a rip in our liner. We're still waiting on the water analysis results and a quote to replace the liner (it's been nearly 3 weeks). i am so frustrated with the service they provides us and obviously had to find someone else that was reliable and willing to do the work we paid for. read more

I contacted Burton Pools and Spas in Springdale back in early August to repair and clean a pool in Fayetteville. Lee Campbell came out, put some chemicals in, removed debris, and brushed the collection. Lee said the pool could not be cleaned at that time because the filter and pump were not working. We requested it to be repaired and the parts to be replaced. He never came back to make repairs, and the pool was never cleaned to the point of being able to swim. I had to call another company to repair and clean it. I am receiving invoices from Burton for six pool cleanings and several chemicals for over $1100.00. Since the pool could not be cleaned, how could they clean it? They are charging to charge! I have tried contacting David Burton to discuss this but have failed. I am sending a certified letter today and will not pay this invoice. This company is a nightmare; I would not recommend it to my worst enemy. read more

Burton's Pool & Spas is a dishonest and unethical business. I would suggest reading through all the yelp reviews to see for yourself. Burton's tried to overcharge me for extra pool deck. Quoted me a price of over $1,400.00 when it actually came out to be less than $250.00. I have a LOT of cracks around my pool decking. Burton's claims it is not covered even though they started appearing within 6 months of my new pool install. I have over 10 cracks around my pool. They are rude and very unprofessional. STAY AWAY from Burton Pool and Spas!!! read more

Awesome company to deal with. I love my hot tub. Zach and Steven are great guys. This service is excellent as well. It's been a great investment and experience overall.. read more

Burton Pools & Spas - I love my hot tub! - Hot Tub & Pool Near Me - Springdale, Arkansas

I have been with Burton Pools (Springdale. AR) since 2018 and I am finding another pool service company. I first thought they couldn't get any worse then they were a year ago, but they have.! Holly the service scheduling person has NO idea what she is doing! Need service with this company you have to have time to constantly check up on them. NO follow through. I placed a $3700.00 deposit for an inground pool liner. It took them over three weeks and three phone calls for them to come out and measure my pool. Five and a half weeks after they've measured my pool they said that the pool liner company had questions on their measurements. I only received that phone call after placing 2 phone calls trying to find out what's going on with my liner order and to get a copy of the measurements they took of the pool. The crazy part is they installed this pool 15 years ago. Holly told me that there is not way to satisfy me so they would just refund me the money. I took my refund because it is Obvious they have no idea what they're doing any longer. I'm done with this company and I would have given them a negative on STARS if it was possible. I have made it very know to everyone I talk to that has a pool. The responds back from many is they are not surprised! read more

I spent .over 70.000 and would give them negative 5 if I could. They refused to complete my installation because they installed it in an unsafe manner with a sloping deck that is not code compliant and I won't sign off on it and I spent well over 1000.00 on supplies at a different store that they would not provide that were part of the contract. They refuse to do anything to fix it and say that I owe the money even though they didn't finish the job or bring the cleaner and other things that I had to buy from a different supplier for over the 1000.00. They refused to close or open the pool after a Fall installation. They never gave me a lesson on how to operate the equipment after spending over 70k!!!! They are the worst. read more

These guys were great to me. I just purchased a hot tub and had a few issues setting it up myself. They sent someone out right away and quickly fixed the issue. They walked me through the chemicals and now I'm back in business. I would definitely recommend them. Well done!! read more

burton pools and spas opened our in-ground pool today they did NOT remove the algae and debris from the cover-they dumped it into the pool as they removed the cover i phoned the service department and was told that is their usual practice i was told the customer is responsible to clean and remove the cover prior to scheduled opening i suggested that that information be shared upon scheduling and I was told the person who scheduled my pool opening no longer worked at Burton pools and spas They charged $299 to open plus $20 to open in-floor cleaning plus $20 trip fee 2 Burton employees for 1 hr and 20 min 106.00/hr charge for each Burton employee NOT A GOOD VALUE no chemicals no cleaning I asked them to check the heater (burton pools and spas installed the heater) the tech did not know how to open the propane valve to check the heater read more

Bought a hot tub from them. I had ordered a better step than the plastic ones that come with the spa. Salesman told me he had the steps and that i was getting the better steps but on the delivery day they brought the cheap steps. I called the salesman and he said to pay for the spa and don't pay for the steps until they could bring me the correct ones. Which was going to be a few days. I was mildly ok with that but after the delivery guys, (which are firemen, which i have next to no use for,) set the tub up they got really defensive and intimidating and made me pay for the whole order even with the incorrect steps. Buy from these people if you want to have to deal with the scum of the earth delivery guys. read more

Do your research before you buy anything from Burton. I bought a hot tub 3 years ago from them and have had nothing but problems with it. The hot tub itself has a 5 year warranty and they have been over to fix it yearly. This last time I had a major water leak and contacted them in June/July of this year. It's now currently Dec and they are still working on it. It took them months to pick it up and take it to their warehouse and they have had it for 9 weeks. I was told today they are going to try to get back on it next week. They have no desire to keep customers coming back. The worst part about this situation is my wife had back surgery a few years back and uses this hot tube for therapy, I also have chronic back pain and the whole reason I got this hot tub was to help pain management throughout the Winter. It is a shame to spend a this amount of money and when something breaks you are at the end of the list. I will be contacting an attorney for a refund and buying another hot tub from a more reliable place. read more

Buyer beware! Do not listen to the staff because thats not whats being delivered! Bought a pool from them over 12 years ago. Went in today to ask for a new liner to be installed and the store manager Dustin Moore gave me a hard time because he did not believe me that I was given verbal confirmation on what specifics were to be done. Lesson learned, put everything in WRITING because Burton will not honor their word. The amount in question was a measly $300 dollars in comparison on what I spent on the pool itself. Mr. Moore was very aggressive. When asked if he wanted to jeopardize future sales and referrals over this transaction he replied "YES" I am definitely going shopping somewhere else! read more

TOP notch service.....I will be completely honest/transparent, we had some issues with our pool that we had installed back in 2016....I will tell you David Burton at the time did everything is his power and went above and beyond to get everything fixed....that being said we ran into a liner issue this summer (no fault of Burtons) and they jumped right on the issue again!....JIMMY BROWN...... you are seriously the most fabulous human ever! Jimmy came out and looked at the issue and immediately got on it! It is so hard to find good customer service now days and I will tell you Jimmy exceeded my expectations...he did EVERYTHING he said he was going to do and would even follow up after the fact to make sure what was supposed to happen, happened! It was so refreshing!!!! Mr. Burton you have a top notch employee when it comes to Jimmy...we are so thankful for him...we will continue to use Burton for maintenance and future projects of ours because of people like Jimmy. So thank you Burton Pools, Mr. Burton, and especially Jimmy Brown! Jimmy even still checks on us from time to time and that goes a long way.....he made our experience amazing! I n ever take the time to do reviews likes this but I feel like everyone needs to know how amazing they have been to us! Thank you! read more

Burton sold us products that they did not install within a reasonable timeframe and voided our warranty on expensive purchase. We had a terrible experience with Burton and will never shop with them again. We attempted to purchase a new liner for our in ground pool. We went in to the store in March, paid for our liner and it's install in full and then heard nothing from either their parts or sales department for quite some time. We had to call repeatedly only to be given different information from each department, to be delayed and ignored for months. After they finally did come out to remove the old liner, they decided that they did not want to do the repair work necessary to put in our new liner and moved us to the VERY end of their scheduled projects - said they would not be able to get out to fix concrete until JULY at the earliest. We were told different stories by each department, and we were ignored repeatedly. Finally we decided to get a refund for the install but were over charged at least $600 for the liner that we did buy. We will not be able to use the warranty on the product we purchased because Burton refused to do the work necessary to install our products. I regret ever trying to do business with them and I would STRONGLY suggest anyone looking to work with them on their pool research other options. Cannot rate poorly enough. They did not communicate the potential for these problems to arise, nor did they communicate with us once problems arose. Blamed inability to install our liner on our pool's condition but did not warn us that this could be an outcome. Did not attempt to complete repairs in order to install purchased products. Recommended we hire an outside contractor to do the work we had already hired them to complete. Avoided our phone calls, did not return phone calls, and left us without any option but to void the warranty on our $2,600 purchase or to go the entire summer without a pool. No one from the managerial level ever contacted us - we had to contact them at every turn. We were given incomplete and incorrect information more than once. We feel ripped off and taken advantage of. read more

so, we finally got to the point of building our outdoor kitchen and install our green egg cooker and upon opening box, this is what i found, so i called burton pools in ft smith and josh started the warranty process, so green egg wants us to buy a new dome @ $139, never put together or anything, so burton pools and green egg have no credibility as far as warranty read more

Worst customer service experience ever! I start this review with a little background, Burton did a service call on my pool pump on July 13th. Paid in full at the time of service, 1st time customer with them as I just bought the house. On July 20th, Wednesday, I stopped by Burton and talked you a young lady about a 1 time cleaning of my pool, possible monthly maintenance and the cost. There was a Service Technician there at the time that helped with the information as well. She was knowledgable and gave me specific information. That is the best part of this review. It was after 5:00p, they informed me that Ray, a service technician would call me the morning of the 21st. Ray didn't call Thursday or Friday. Called on Friday evening, informed a polite young lady that Ray had not called to set up service. She was able to reach Ray on the phone immediately, she stated that he would call me the next morning. Ray did not call me. I phoned around 1:00p on Saturday, informed the polite young lady, that I had not heard from Ray, still wanted the appointment for cleaning but wanted another technician because Ray had missed 3 calls just to schedule the appointment. She informed me another technician would definitely call me Monday to schedule the service. It is 8:30p Monday the 25th, no one has called. I don't like to have to chase someone down for me to pay them to service my pool. Needless to say I will not be recommending Burton Pools and Spas. read more

Days before we closed on a house in Bentonville, Burton pools installed a new retractable pool cover. When we moved in, we saw that the cover was the wrong size and would not retract. I called Burton pools to request service and they told me that since we had not purchased the cover one week before they would not honor the warranty and would not replace or fix their shoddy workmanship. read more

Felipe has been outstanding working with us, showing us all the ins and outs of how to take care of our new pool. He has gone above and beyond. He puts the customer first, is patient when asked a million questions and follows up when he says he does. Highly recommend! read more

I've always been treated great at Burton, from the minute I walk in the door to the time I leave. The ones who test my water are knowledgeable and able to customize my tests based on my water or situation or even time of season. They are quick to help, with sufficient staff when several need help at the same time. The people at the front answering the phone are even able to answer most water testing questions. 10 years ago, this wasn't the case, but I've been happily going every week in the summer for 8 years. Ignore those bad reviews, folks! read more

Was told a service charge would be $149. After several visits to the store to discuss my problems, no one there said, "have you checked your circuit breakers?" Not knowledgeable at all. Agreed to the service call charge. Technician arrived and flipped a breaker switch. Wrote out invoice for $204. . Will find another spa store! read more

Worst customer service experience I've EVER had!!! From start to finish this has been a nightmare. First install took 8 weeks not the 4 they said it would! Builders missed 3 great days to work for various reasons. Most of the time they only worksd 3 to 4 hours a day as well. Pool finally gets finished and the wait for first service call to come out and setup pool with chemicals and chemicals explain how everything works. Have to call numerous times to get put on this schedule because I didn't get put on schedule because they LOST my final drawl Check which signals completion. Yes that's right they just lost a $12,000 check. So finally get lesson done but now we realize the backwash drain line which is supposed to be underground with a spout coming out of ground is completely sitting above ground. The entire pvc pipe line is above ground. So call and speak with the OWNER and he assured me that is not how it's supposed to be and will get it taken care of. Well here we are in OCTOBER and still sitting above ground. Now it's time to close up the pool. I was told the first lesson on equipment and any call during the first year to come out would be free of charge also the first closing of the pool. We'll schedule it to be closed and now trying to charge me for closing it. So for a new pool owner who just spent $40,000 on a pool is being forced to pay to have the first closing done or do it myself with no experience in this and screw up my $40,000 investment!! Real nice customer service. You come out and explain everything on the pump and chemicals when it's finished to help your customers understand it all but say screw you when it's time to winterize it??? All I'm wanting done is what I was told would be done first closing was part of pool package. Not every closing just the first closing but now that has changed for some reason. The customer service is absolutely horrible with this company. You expect more from a company that you pay an arm and leg to for a swimming pool. But instead at the end of the day all they want is to get that money from you and then they are done with you. Thank for nothing Burton Pools and Spa!!! read more

Called to check on a price for a pool net. Left on hold for over 20 minutes. No one came back with a price. Pretty difficult to rate them above 1 star with this kind of service. read more

I guess my business wasn't important to them. Waited on a sales man and never got any help. I'll be going somewhere else for this big of a purchase, somewhere where I feel valued as a costumer. read more

Just trying to get someone on the line for help seems like an impossibility. Service is very inconsistent. Not sure what is going on, I have been going there for 16 years, and all of a sudden they suck. read more

I want to give a HUGE THANK YOU to one certain employee at Burton, who has repeatedly helped me on fixing some problems on my pool and my hot tub. His name is David Dickson. He is very experienced and knowledgable and has a great attitude. In 2016, and again this year, he has fixed several things that had broken from age on my equipment. Plus, last year he explained how helpful an automatic chlorinator would be, to add to my pool pump, and that it was not that expensive. I agreed, he installed it quickly and it has been a huge help. This year, after the young men came to open my pool (and did just a so-so job of it), I had problems with that chlorinator not having been checked by the young men, and a tube was loose and spraying water -- all within a few hours of them leaving. I had also found a broken tube on an old pump on my hot tub, so I called and spoke to Lance (who was very helpful) and explained my two problems and asked for David Dickson, because of how good a job he did helping me last year. Sure enough, David arrived the next day and fixed every problem and even double checked what the young men were supposed to have checked when they opened the pool. He made sure the pool and hot tub were working normally and was helpful in showing me what to watch out for in the future. All while being very nice, and with a great attitude! That means alot to me! So I needed to give a big shout out to Burton for having such a great service man. I don't want anyone else working on my pool, except David Dickson! :) (Re: some previous reviews...I, too, have had some bad luck on bad people coming to maintain my pool and overcharging by padding the hours -- and I caught them with the video from my security cam. The service department understood and adjusted the bill. This happened awhile back, and has not happened since; but I can't help but wonder if it was not going on for a few years, because my bills were way too high. I've not seen those men in awhile and hope those bad apples are no longer employed with Burton.) read more

seriously so disappointed in burton's. i would love to review the pool that they installed, however they have yet to install it. not only that, but we cannot get ahold of anyone there to let us know when they will be at our home. we bought a pool MONTHS ago and were assured we were at the top of the waiting list, at the VERY latest our pool would be ready to use by may 15th. well today is may 20th and we haven't heard from anyone. calling every day. no one returns calls. called and spoke to the manager two weeks ago and he said probably would get started on 5/18, but for sure by 5/20. haven't heard from anyone today. there's no one at my house digging a hole. we planned a vacation for 5/31-6/9 and have now had to cancel that because we have no idea when our pool will be installed. horrible customer service. they just take your money and then never get back with you. no communication whatsoever. when you are paying alot of money to have something done, you expect a certain level of communication and respect, which burton's has ZERO. will never use them again and will tell my family and friends to stay far far away. read more