Performance Pool & Spa
Reviews and Complaints

We had a great time with PPS. We couldn't believe how quick we were swimming! The time it took to dig and swim was super fast and done in a really professional and efficient way. We're really happy! Kayla *** Hudson, WI

I started my pool on August 8. They said it would be 2 inches above the ground, but it's actually 2 feet on one end and one foot on the other. They also promised concrete around the pool, but that didn't happen. I've been trying to fix these issues with Terry and Nick, but they won't return my calls. The estimate and contract were changed without any explanation. Now it seems like I have to pay to remove the pool myself, which is not acceptable. The project is unfinished and Terry, the owner, won't call back. My wife and I were on a call with Terry when he promised to call us back, but we never heard from him. The pool will be removed next week.

I gotta say, think twice before you go with PPS. We've had so many problems since they put in our pool two years ago. At first, they were on top of things, but now they're brushing us off and charging our credit card for repairs that should be covered by the warranty. The surface under our pool liner had these huge dents when they built it, so we had to drain the whole pool, get it fixed up, and fill it back up. And get this, the brand new liner they slapped in had a hole in it right off the bat. So basically, we got a liner that was never even whole. Now, in the third season, the liner just straight-up splits, and guess what? It ain't covered by their so-called "full" 5-year liner warranty. And to top it all off, the patch they stuck in there doesn't match our liner or line up with the pattern. And don't even get me started on the concrete around our pool. They recommended this company called Concrete Science to do it, but after just two years, it's all cracked, chipped, and riddled with holes. Let me tell ya, I'm not a happy camper.

We got a pool put in by PPS in the Fall of 2018. We also hired them to put up an aluminum fence around the pool. They didn't put up the fence until summer of 2019 and it cost us $10,000. Right from the start, PPS kept making excuses and delaying the fence installation. After they finally installed it, all three gates stopped working. I reached out to PPS in the summer of 2019 and the salesperson said they would fix everything. But they didn't do anything to fix the fence that year. Then in the Spring of 2020, the salesperson promised me again that they would fix everything. I understand we were dealing with a pandemic, but PPS assured me they would take care of the problems. It's now July and PPS is still giving me the same nonsense. Not only do the gates not work, but the fence was never properly installed and it's falling apart. I have an email chain with PPS about my complaints and their responses. I've wasted so much time and money on this company and haven't gotten any satisfaction or resolution. I really think they deserve zero stars.

I wanted to give Performance Pool and Spa zero stars, but there's no option for that. My husband and I went to their "new" location in Hudson, WI after trying to call them multiple times, but they never called us back to discuss a new pool installation. We were really serious about getting a pool, but that changed as soon as we walked into their building. A young guy greeted us when we entered, but when we were directed to a sales rep, they were extremely rude. They seemed annoyed and didn't want to deal with us at all. They barely looked at a couple of brochures and made me write my contact info on a piece of paper, which they probably threw away. They said they would send us some quotes by the end of the day, but that was more than 6 weeks ago and I never heard anything. I really wish I knew their name, but since they didn't give me any information like they promised, I don't have any way to contact them. It's too bad for Performance because we're actually getting an inground pool installed next month.

Horrible. They bought our liner update contract from a closing biz. They didn't check the pool, just slapped in a liner - later said we had ground water coming in but, oh well, liner already in. They didn't ask about refill options; we only have well water, no other water access, so we had a painfully slow fill attempt, with water full of sediment, then they gave us a number to organize four truckloads of water ourselves (that company did a great job). Yeah, but it was pricey since it had to be trucked, duh, water. There was a second install we agreed on in the original contract, for a new booster pump. Nothing was inspected at all. We've had issues with our pool cleaner for the first time ever since that work was done. I asked multiple times for someone to come out and inspect, but they told me to take pics instead. I'm not convinced we won't have liner issues over winter and beyond, because they didn't mention the "groundwater issue" until after they spent 5k on the new liner. They blame all issues on "things we didn't work on." But the fact that they didn't do a preplanning visit or a post inspection has left us very dissatisfied. We wouldn't recommend this company. Like others below, I'd give them no stars if I could. They just wanted a quick buck, lots of talk, but no action.

I dunno if they even deserve the one star I gave 'em. You gotta look real hard to find a company as sneaky and mean as these guys. Two of their workers came over to fix up my pump line-up for my pool opening. They were supposed to give me a heads-up call before they came, but I didn't get no notice. So when they showed up, I wasn't ready. I just stumbled upon 'em in my backyard. They replaced 2 hoses and like 7-8 PVC fittings. When I tried to talk to 'em about the work, neither of 'em would answer any questions. I think I got maybe 3 words outta them...they were super rude. They left without givin' me any feedback or invoice for what they did. A week later, I saw a charge on my debit card for over $300.00. That's when I realized why they wanted my card info upfront...so they could charge me before we even talked about the service. It was a setup. I called 'em over and over to ask about the service and charges, but it was pointless. They claim they don't have anyone who can answer the phone or talk about the situation. Every extension on the phone menu was unavailable and still is. I feel like I've been robbed. They need to be investigated.

They have been totally unwilling to replace broken parts that were broken when delivered. Customer service is awful. Calling me names and swearing at my contractor.

Dey have been totally unwillin' to replace broken parts dat were broken when delivered. Customer service is awful. Callin' me names and swearin' at my contractor.

I've had to replace my pool liner three times in just five years, and it keeps tearing in the same spot every year. I've been trying to get help from Performance Pool & Spa, but they keep telling me it's due to ground water and that I should contact a leak company. Frustrated, I decided to consult another pool company, and they quickly identified the problems. All I want is to know the dimensions of my liner from PP&S so I can move forward, but once again, I haven't received any response.

I got a new pool liner from Performance Pool & Spa in March 2022. I told the employee the measurements over the phone, and he ordered it from the manufacturer. But when I tried to put it in, I saw that the liner didn't match the measurements I gave. They won't take it back or exchange it, and they won't even talk about it. I paid $1,517.92 for it. When I talked to *** about it, he was rude and defensive. It's really annoying and one of the worst customer experiences I've ever had.

We had PPS come out to close down our pool last fall and change out the sand filter. They opened the pool in the spring after cleaning it out and adding fresh water. They replaced a gauge that was working fine and added chemicals. However, when they turned on the jets, sand started blowing through them into the pool. The guy didn't even bother to look at what I was telling him and just said to give it a couple of days. We waited for 4 days, but the water only got worse and the jets eventually stopped working altogether. We called them multiple times and spoke to different people, but they don't seem to prioritize fixing their mistake. The motor is probably burnt out now because of the sand. We didn't cause this issue as we haven't touched the pool except for adding water. They don't return calls, and I even left a message for the owner, but received no response.

We bought a used hot tub with a 14 day warranty (starting from the day it was installed). They came over, we filled it with water, and it kept tripping our breaker. A technician came and switched some wires, but it still didn't work. They replaced the motor and the board, and claimed that our breaker was the problem. We fixed the breaker, but the tub still didn't work. Another technician came and said it was a fuse issue, admitting that he had misdiagnosed it earlier. He fixed it, and now it's working. I saw the first technician move the wires and thought, "It can't be this easy to fix." But no one believes me when I tell them what happened. Now they're saying that the wires were disconnected when the last guy came. I wouldn't touch the wires even if I knew how! We had to extend the 14 day warranty because the tub still wasn't working. It took almost 3 weeks to get it fixed. Yesterday, I received an invoice and the service guy, Bill, accused us of causing the problem. He wouldn't let me speak, and I felt like he was calling me a liar. When we purchased the tub, we were promised that it would have a clear ray, which is a light that kills germs. But then we got a call saying it didn't have it. The price didn't change, but they gave us a free filter accessory. We should have canceled our order back then. They shouldn't charge us, and their technicians need better training.

In July , I signed up with Performance Pool & Spa (PPS) with the understanding that additional landscaping estimates would be provided after measuring the yard (which was supposed to happen in Fall 2021). However, I didn't hear anything from PPS until February 2022 when I received an email stating that there was a $5000 increase in the pool construction cost due to price hikes in manufacturing and distribution. I never agreed to this price increase and was still waiting for the landscaping estimates to make an informed decision.

In mid-March, PPS finally came to measure the yard. In April, I inquired about the landscaping estimates and PPS responded by saying they would resend the information. However, I still didn't receive anything from them in May. I sent another email, and PPS replied, "Thanks for letting me know. I'll check what's happening in the morning." But once again, there was no follow-up.

At this point, I wanted to terminate my business with PPS. Initially, I was informed that I couldn't get my deposit back. However, after speaking to someone else, I was told that I could receive a partial refund, considering the items already purchased for my pool. If there had been proper follow-up, I might have accepted the new proposal or discussed ending the pool project earlier. Unfortunately, no follow-up ever took place. Now, I'm left without the dollars from my deposit, which were used to buy supplies for my pool. I strongly disagree with this and believe that the entire deposit should be refunded.

I bought a swimming pool liner in the spring of ***. It took a while for them to install it because they ordered the wrong liner. After it was finally installed, I noticed that there was a small amount of water loss. I thought it might be because of cracks in the skimmers that had been repaired before. When I closed the pool in the fall of 2021, the water dropped below the skimmers by a significant amount, indicating that the liner was the cause of the water loss. So, I called Performance Pool to ask about the warranty and what my options were if the liner was leaking. They had mentioned the warranty when I bought it, but when I contacted them, they said the warranty only covered splits. I asked them if they had installed it incorrectly or if something happened during the installation that wasn't covered, and they said no. I was shocked that they didn't stand behind their work on a liner that was less than a year old and already leaking. With winter approaching, I had no choice but to have them come out and find the leak at my own expense, which was around $500. I had already paid over $5000 for the new liner less than a year ago. When I talked to the service department, they were extremely dismissive and didn't seem to care. It's almost like they don't take any responsibility for a product that costs as much as $5000 and doesn't work from day one.

Me and my hubby bought a Sundance Spa in October. Right away, my hubby noticed that the patio was all wet in the same spot. We called them up and asked if they could send someone to check for a leak. They said that new spas don't leak and it was probably our fault, like maybe we left the drain hose open or something. But my hubby did some investigating and found a leak that wasn't our fault. He kept talking to the company and finally they agreed to send a technician to our place to look at the spa. The first technician they sent didn't know what he was doing at all. He didn't fix anything and couldn't even put the side panels back on right. After more talking with the company, my hubby got them to send a different technician. This time, two technicians came and they really knew their stuff. They checked the whole spa and found another leak that needed a lot of insulation to be pulled out to fix. They also fixed the control panel issues we were having. My hubby asked for another appointment to make sure everything was working right and the leaks were gone. But guess what? They wanted to charge us for that visit. And they also wanted to charge us to fix the insulation they had to pull out. We paid over $15,000 in cash for a spa that wasn't working right when we got it. Performance Pool won't replace it or give us our money back. They want us to pay for something that was broken from the start. Their customer service is terrible. They keep passing us around to different people and we never get any answers. We've even tried contacting the spa manufacturer, but they haven't helped either.