Would not recommend buying from them their installation contractor only did half of the install had to hire another one to finish the job

After ordering a replacement cover for our hot tub, I was requested to prepay for the cover. I was informed that it would take between 3 and 5 weeks to be ready for pickup, as they would order it directly from the brand. When I asked if the delivery could be made directly to my home, rather than their store, they said no. If I wanted delivery it would cost an extra $80.00. I agreed, paid in full, and waited. And waited. And waited. After nearly 4 months of my phone calls asking about the status of the order, with no return of my calls, I asked for my money back. They of course said it may take 2 - 3 weeks for this to be accomplished. Just awful!!!! read more

This location has a water testing system for pool owner's. They Charge $4.27 for each test unless you buy the chemicals recommend from the test results, then the water test is free. Problem is no one tells you that until after the fact. I purchase many chemicals from this location this year, that that does not count toward a free water test.., You must buy the chemicals recommended by the test or its $4.27. Crazy, staff is arrogant and not helpful. The chemicals are expensive. I'll find another pool store, the Monroeville pool city location is off my list of pool stores! read more

CONSUMER BEWARE. Terrible customer service and communication. Once they lock in a sale, you're not even an after thought. My boyfriend and I are two of the most understanding, chance-giving people you will ever meet, almost to a fault. To say We are frustrated at this Point is an understatement. We purchased a semi in-ground pool in March 2021 and was told the pool itself was in stock, but 10-12 for delivery due to everything else that was purchased. No updates, emails or phone calls unless we inquired. 20 WEEKS LATER THE WRONG ONE WAS DELIVERED. After waiting a few weeks for the installer we find out the pool we were sold was not able to be buried..apparently there was a huge miscommunication between the manufacturer and salesman. Thankfully the installer was experienced enough to refuse to dig without a spec sheet from the manufacturer stating he could bury it (he was sitting in our driveway, in his digger, arguing with one of the mangers)! We were told the correct one could be purchased for an additional $2500. After we flipped the price went down to $1300. Ok, fine. The new one gets delivered in 4 days. Installer becomes MIA for almost 2 weeks after we were told we wouldn't have to wait due to the circumstances. Installer shows up yesterday to dig....starts the process, boyfriend comes home and is given the contract for installation...IT'S DOUBLE WHAT WE WERE QUOTED. Apparently we were quoted above ground rates...semi in-ground is different. Today, get the pool up, everything seems to be "ok"...talk to my electrician who is scheduled to come out tomorrow....they dumped dirt in the direct path of where the electrician needs to dig! Call installer to try to get him back here...no answer. Will he call today...tomorrow...next week...who knows? Why is it so hard to get proper customer service when all we keep doing is throwing money at you people? Everyone at this point...your store, your installers. I feel like I'm on an episode of reality TV at this point...Ashton Kutcher, are you hiding in my ceiling?? Extremely disappointing experience. Would have loved to been repeat customers for our upcoming gameroom project has but after this I would rather take my chances elsewhere. read more

RUN!!!!!!!!! Run fast run far!!!! We've been dealing with this nightmare for months!!! We bought our pool in February and haven't even been able to swim in it! The contractors they hire are a JOKE!!!!! I posted comments on facebook with pictures and they not only deleted them but blocked me from commenting. Our pool may not last the winter. Walls are bowing it's not level uprights aren't even attached to the pool! Seriously we've owned pools before! We've never experienced this kind of pain! And no one will do anything to help. You can get a better experience from anywhere. I wish I would have paid the 2k more to just have gotten the job done right. Pics attached. They also messed up the filter I took a video but I can't post a video. Don't say I didn't warn you. read more

Pool City - Monroeville - Uprights are not flush against pool and wall is bowed at the bottom. Bottom cap not even screwed on - Hot Tub & Pool Near Me - Monroeville, Pennsylvania

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This is an update to my earlier review. Nothing much has changed. The salesman (tall guy, dark hair and an accent) that sold us our spa was all friendly and touted service and warranty. When push came to shove however he wasn't that cordial. As far as I can tell they don't actually have a service department and their response is to give you the number of a "guy". He has been ok the couple times we needed service but was of little help in identifying and getting a bad jet replaced. Turns out there are no identifying marks and you kind if have to guess. It took many phone calls and packages back and forth before we were able to get the correct part. We have several more starting to act up (won't stay in) and I am dreading the process. read more

I have been to this location many times. Pool City reinvents itself as a Christmas Store, which I think is a great way to survive the seasons. They have a great inventory of all items, but they are expensive IMO. One thing I really loved - they have a functional steam room that emits the most amazing eucalyptus scent. If a personal steam room makes it to the top of the list - I'm going straight to Pool City and getting it! read more

We bought a swimming pool from Pool city Monroeville had some problems getting it installed. Talk to Chuck, The store manager And he took care of it he is awesome. We had a rough start at the beginning but he handled everything in a timely manner and was very understanding and helpful. Would highly recommend him. read more

I bought a pool in may from Chuck the store manager. I was told I would have my pool installed at the end of June. Pool installer called early June 7th and asked if we had our building permit. We were not informed we had to get one so we immediately got one and had it in hand the next week. We called the installer back we couldn't get ahold of him. We tried several times. So we turned to Chuck whom we purchased the pool from and he said he would contact the installers and he now has been avoiding our calls. When we spoke to Chuck we had mentioned maybe returning the pool because what's the point in having one this year if they install it at the end of the season. Chuck responded "You don't want to do that there is an expensive restocking fee" We paid cash, They didn't hesitate to take our hard earned money that we put away so our kids could enjoy their summer due to restictions from Covid. We thought we were spending our money at a reputable store. This is very disappointing for our children. We have been looking at reviews and now am reading that the installers do a terrible Job. We very disappointed in the customer service we recieved from Chuck "The store manager" What do you do when the store manager is avoiding your calls? Other reviews state good service with Chuck we however cannot say the same. Don't gamble your hardworking money here, they do not value you or your money in our experience. What have we got ourselves into? All we want is to know a date of our pool install or our money back. If you value you customer service, integrity and your hard earned money, Then this may is not the buisness for you. read more

I will never purchase another thing from Pool City. I have been a hot tub owner for many years and chose to purchase my second from Pool City because they have a so called "service department". I have had nothing but problems since purchasing a Viking Heritage Series spa in 2011, and the service department has been no help whatsoever. My first hot tub worked fine for 15 years, after 3 years, this one is ready for the garbage. Buyer beware! read more