On July 1st, my wife and I eagerly started our journey to become pool owners, but it quickly turned…read moreinto an absolute nightmare.
What started off well with excavation soon fell apart due to terrible sub-contracting, non-existent project management, and complete failure of communication from Pool and Spa Depot:
Coping & Subcontractor Issues: Our recommended contractor, Justin Taylor, had clearly never done coping before. After making him tear it up twice, I had to settle for a half-baked fix just to stop the damage. In the process, he ruined the liner framing underneath.
Severe Installation Errors: The plumbing for our water feature was installed 18 inches off target. Now permanently stuck under concrete because no project manager checked the layout. Jeremiah from Pool and Spa Depot refused to fix the deck to correct it. In fact, he did not want to bring out the water feature until I agreed to hide the pipe with a planter. Additionally, the skimmer box was installed so close to the coping that I can't even pull the basket out to empty it.
Equipment Failures: Our brand-new heater leaked water and needed parts ordered. We are currently on our 4th pump in 4 weeks. The ozone generator leaked and was hauled off on 8/26/2026 with zero follow-up.
Liner & Drainage: The first liner suffered a seam failure and had to be replaced. The second liner installation left us with a ton of wrinkles. We are also still waiting on a deck drain and skimmer completion that have been pending for weeks.
Regional Project Manager Don from KY acknowledged many of these issues were unacceptable, yet offered zero resolutions. Communication from Pool and Spa Depot has been atrocious throughout. My wife and I are left with an expensive, subpar pool that we will have to pay another company to tear out the coping and liner and fix next year. Save yourself the headache and RUN from Pool and Spa Depot.
Update:
On 9/5/2026 I stopped by the La Vergne location to pick up my refund check for the water feature. Two of the blades are warped and water would leak out of the pool. While there, Mr. Jackson (Sales Manager) overheard my conversation with Trevor (Sales) regarding the sub-par quality of my pool installation. He informed me that sub-contractor Justin Taylor was let go and that Pool and Spa Depot will no longer be using him. Mr. Jackson was unaware of all the issues that I have experienced. Mr Jackson stated that he wants me to be happy and that I should reach back out to Bridget (Construction Manager) again to get the issues fixed.
On 9/6/2026, I emailed everyone once again.
On 9/7/2026 - I received a voice mail from Jeremiah saying that Justin Taylor has not been fired, just the workers who screwed up. He said Justin will be onsite on 9/8/2026 to finish the skimmer and decking. I sent a text to Jeremiah asking about the poor quality of the coping and the bent up liner rail? I also stated that moving forward, I want all communication in text or email. Jeremiah has not replied back. I am gearing up for a legal battle now.
9/8/2026 No one showed up to fix anything.
9/11/2027 I'm writing to request an urgent status update on several outstanding issues preventing our pool from passing code inspection and being operational.
Salt System Failure: Our pool tech confirmed the salt system is malfunctioning, showing error codes, reading an inaccurate temperature (125°F), and outputting dangerously high chlorine levels.
Safety & Code Hazards: The open gaps in the coping/liner railing pose a major safety risk for child hand entrapment. Additionally, the skimmer and deck drain are still missing in action.
Given that we will not pass inspection, we need an official ETA for when these items will be fully resolved. Due to the ongoing delays and unresolved safety concerns, my wife and I are currently consulting legal counsel regarding our options to get this pool fully completed and functional.
9/14/2026 After persistent requests, I persuaded Ben to come onsite and inspect the liner track. Although he initially agreed to come on September 16, he arrived on September 17.
9/17/026 During his inspection, Ben attempted to adjust the liner in the back corner but realized the frame was bent, making the liner impossible to move. He acknowledged that the coping looked unacceptable and noted that unsealed holes beneath it would collect water, leading to wall erosion and structural damage. Additionally, he noted that the skimmer lid must be encased within the deck, which would require tearing up that section of the existing decking to complete properly.
When I asked about the deck drain, Ben claimed he did not have a work order for it. This contradicts numerous emails and text messages where the deck drain was explicitly discussed. I reminded him that Jeremiah quoted $1,300 for the drain, which I had already agreed to pay directly to Justin Taylor.
