Pools Plus Inc: Retail Store: Swimming pool supply store in Grand Rapids, MI

The service provider, as administrator of the site, does not verify whether the opinions published on the site come from consumers who have purchased or used the product or service in question. The rating in stars (up to 5) is the arithmetic average of all ratings given within the reviews published below.

• Michael Resau

  • 5,0
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  I’ve been a loyal customer of this pool supply store for the past two years, relying on their advice for everything from testing my water to what chemicals to use. However, I was incredibly disappointed with my recent experience when I went to open my pool. They advised me on all the supplies I needed, and I followed their instructions exactly. To my surprise, they didn’t recommend the annual burnout treatment – something they’d always done for me. When I called to inquire, I was met with an incredibly rude and condescending store manager, which was completely unacceptable. It was shocking to receive that level of disrespect from a business, especially considering the current circumstances and the importance of good customer service. Honestly, it felt like a complete disregard for my loyalty as a customer. As someone who works in customer service, I found the manager's behavior unprofessional and damaging. I truly believe I should have listened to the advice I received years ago. If I could give them a zero rating, I would – it’s simply not the standard I expect from a business. report abuse

• Leah Frey

  • 5,0
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  I can’t recommend Pools Plus. My experience was absolutely terrible – it took four months to receive a hot tub cover that was initially promised within six to eight weeks. They completely ignored my calls and voicemails, and it felt like they just vanished. I ended up having to go back to the store to even get someone to talk to me about the missing order. To add insult to injury, the delivery guys just walked onto our property through the fence without knocking. And when the cover finally arrived, it was the wrong one. I just wanted a refund, but the process was a nightmare, taking a whole week and making me feel like I was being accused of making a mistake when it was clearly their fault. Honestly, I’ll be doing a lot more research next time – there must be plenty of other pool stores out there. report abuse

• Dave Brown

  • 5,0
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  “We were really struggling to get our hot tub water balanced using the system we bought from a big box store. It was a long-time habit of ours to go to Pools Plus – we hadn’t been in four years, but we’d been regular customers for twenty! Thankfully, they were able to help us switch to a floater system, and we’re absolutely thrilled with the results.” report abuse

• Kendra McIntyre

  • 5,0
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  “I’ve always been really pleased with the hot tub supplies I’ve gotten here. Cameron is fantastic – he’s incredibly helpful and really knows a lot about everything. He consistently goes the extra mile to assist me, and the whole team is just really friendly and welcoming.” report abuse

• Christa Meeuwsen

  • 5,0
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  Bryan is an absolutely fantastic guy! He’s been helping me out for years, and I’ve always been impressed with his dedication. He genuinely goes above and beyond to make sure you understand everything you’re getting into, especially when it comes to pool equipment. I’ve purchased a heater, pool cover, salt system, and chemicals from him, and the service has always been excellent. Seriously, if you need help with your pool, you absolutely have to ask for Bryan – you won’t be disappointed! report abuse

• Nate Pegman

  • 5,0
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  “I bought my Caldera spa from Pools Plus about five years ago, and unfortunately, I can’t recommend them based on their customer service. It’s been a consistently frustrating experience – poor communication and a complete lack of follow-up. I’ve been repeatedly ignored when I’ve called, and promises of a return call never materialize. I had several service issues early on, and I was wrongly told my spa was out of warranty. It felt incredibly shady. More recently, the problem of getting a simple hot tub cover has become a six-month ordeal due to supply issues, which is understandable given COVID, but their handling of it has been awful. The manager I spoke with was dismissive and even hung up on me. Honestly, this kind of poor service has been a recurring problem for me with Pools Plus, and I’m seriously considering looking for a different supplier next time.” report abuse

• Jerry McCall

  • 5,0
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  “I’m really frustrated with the ongoing issue with our Hot Springs Spa. It’s been over three weeks since it suddenly lost all its water, and we’ve been struggling to get anyone to come out and take a look. I’ve contacted the retail location where we bought it multiple times – both I and my wife – and it’s been a huge hassle with endless phone calls and getting passed around. Finally, I spoke with a service manager, Markus, who has scheduled a service call for tomorrow, which is good, but it’s taken this long to get here. Honestly, it’s been a really frustrating experience with what feels like a lot of delays and not being able to get a clear answer about when we’ll actually have our spa fixed.” report abuse

• Jenni Peters

  • 5,0
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  “Bryan and his team were fantastic! They were incredibly patient and really made me feel valued – like a customer who’s important, not just someone passing through. I would absolutely recommend them.” report abuse

• Jessica Wheeler

  • 5,0
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  I absolutely love shopping at Pools Plus on Northland Drive. I’ve become a loyal customer – I wouldn’t go anywhere else for my pool and hot tub chemicals. The staff is fantastic; they’re not just friendly, but genuinely helpful and really willing to go the extra mile. My husband and I recently had a tough algae problem this summer, and the team at Pools Plus completely solved it for us in just a few days! What really impressed me was that they followed up with us on the phone to see how things were going – it’s so refreshing to find a company that cares so much.” report abuse

• Carol Nicholas

  • 5,0
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  “I was so pleased with the service Marcus and Chris provided. They were incredibly prompt and friendly, quickly diagnosed the issue with my hot tub and, with just one button press, got it running perfectly. Marcus clearly explained what was wrong – a stuck temperature button – and I really appreciated their help and expertise.” report abuse