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The actual prep-work and installation went smoothly and quickly once it got started. It did take about 3 weeks to start work, but I knew the lead time in advance. Within about 4 days, my pool was ready for water.
The project manager told me that someone would be stopping by my house 2 to 3 times per week for the next 2 weeks to balance the chemical levels in the pool and to make sure it was properly maintained during this period (i.e., vacuum, brush, etc). This was the only part of the process that disappointed me. The person who was supposed to come by for these follow up visits didn't show up on the day he was supposed to. I called the project manager and he told me that there were mechanical issues with the service truck, but he would personally stop by and add the chemicals, etc. And he did. The same thing happened each time during the next two weeks. It was always the project manager coming by for these follow up visits. I wouldn't have cared, except I got the impression that he wasn't very knowledgeable in the process. Additionally, he always came to my house in his personal car with no equipment (i.e. vacuum, etc). He did brush the walls and add some chemicals, but it really wasn't as thorough as I had expected. On the final visit, I finally did see the actual service tech, but that was it.
About a week later, I hired a pool service for weekly maintenance and he said the chemicals, PH, etc, were all way off balance. This leads me to believe that the follow-up service that I got from
Regardless, my pool does look great and now that I have weekly maintenance, I'm very happy with the outcome and am looking forward to warmer weather so I can actually swim in the darn thing.
All of his crews working on electricity, paving, the screen enclosure and actual pool were respectful of our yard and property, and answered any questions we had. They kept us informed of progress and any issues that came up (mostly weather related during this summer). Paradise is now servicing the pool and except the same level of professionalism as
preface this review by saying that this “project” lasted almost 4 months. That being said, we love our hot tub but over the last few years I noticed rotting of the wood underneath the tub, the problem was really the pavers and we needed to get them leveled out. I had
They came out on April 11th to move the tub as originally scheduled. I can say it was definitely unconventional. I anticipated them using a dolly or something to move it. Instead
Pavers were completed by April 22nd, then I couldn't get ACS to answer the freakin phone. It constantly went to voice mail. I left several messages. When I finally got a hold of them and scheduled an appointment to move the tub, they ever showed and never called. They made two additional appointments to come and again didn’t call and didn’t show up. It took a total of 4 weeks to actually get them back out to move the tub. Meanwhile the tub had been sitting on my grass and was being rained on, so when they did finally move the tub in JUNE!, using the same tactics of the pvc to roll the tub back into place, the tub; after all the rain and sitting on the grass the wood frame and bottom just fell to pieces. You know, I could argue that it was really their fault for not moving the tub when requested that caused this excessive damage, but I didn't and that was my first mistake.
They said they would have to find another cabinet and rebuild the frame for the tub and that this was difficult because only a few people make the cabinets etc etc. So at this point all I have is a busted up $5000 mess on my back patio and a nervous tick in my right eye. I connect with the owner after another week or so; he says he found a company that makes a cabinet it's going to cost an additional 1600$ for the cabinet and he needs a deposit of 800 to purchase, and it's going to cost another $2-300 for the labor to install the cabinet rebuild the frame etc. Another week or so goes by and he actually calls me,(
The nightmare continues, owner again not returning any messages, and I might mention that these messages I'm leaving are not mean or nasty, just professional, asking for a return call to see where we are at and options. 2 weeks later he says the cabinet is in and we schedule for
debacle has been ongoing since April (for goodness sakes people!) she says that they had three guys not show up for work that day. What does that really have to do with me? And what is their problem with not picking up the phone and letting me know that they aren’t coming….at all?? For the love of
Soooo, after all this, a guy shows up the following week and begins to tear apart the existing cabinet from the tub. He’s tearing the thing apart with a hammer. While he is doing this I ask him about the new cabinet and can he use some of the parts from the existing tub etc. At this point he looks at me kinda weird and tells me that the new cabinet is made of wood and since the existing cabinet was composite they wouldn’t be able to use it. Ummmm, what? Why would I replace a composite cabinet with wood? For
those of you that are maybe new to hot tubs, you basically spend a good portion of your summer every other year sanding it down, restaining and resealing the tub. It’s ridiculous! It’s one of the main reasons I purchased the new tub to begin with!
So I’m back on the phone with
composite cabinet but it’s going to cost even more than their original quote. I had him ask their worker to put all the pieces from the old cabinet back on the pavers (he had them all over the yard) and that he needed to contact me as soon as possible about this new cabinet due to us having a large party the first week of August. Meanwhile their worker did as he was told and left everything
in several piles on the back patio. When I went out to look, he had left the two motors and the electronics on the patio as well. Just where everything could get rained on and ruined. Heavy sigh. Needless to say I moved what looked like important pieces under cover so they wouldn’t get ruined.
Several days go by, still no word from
OK, now I am on my last nerve; that tick in my eye I mentioned earlier, is more pronounced and I’m having murderous thoughts
and contemplating where to bury the bodies! Every time I went out onto the back patio all I saw was that mess of a hot tub sucking me dry. You may wonder why I’m still
In the end, I found a local handy man company by referral of my pool company. Though they had never built a hot tub frame before, they were willing to try and knowing my deadline of the party sent two guys out with the needed supplies and built me a frame and attached the new cabinet pieces. OH THANK GOD! Again, kept calling ACS to tell them I had someone to build the frame etc and I needed my deposit back. Funny, again no response; are you seeing a trend? Anyways, party came and went; the tub was at least back together, but not working due to the plumbing, motors and electronics having not been reattached. I finally had to contact my credit card company and dispute their charge to get my money back.
Now that it’s gotten cooler I contacted another Spa repair company to come out and reattach everything. When I explained to the
new company my recent experiences they asked if was ACS! So I’m guessing I’m not the only one who has had similar issues with this company. When the new company came to reattach everything they found that one of the motors that powers a wave jet seat was broken. ( I’m guessing it was the guy with the hammer.) Apparently he broke the main shaft that serves the seat function. Another two weeks for that part to come in and be installed.
In the end we are back up and running and finally enjoying our spa. I’m still looking at the huge patch of damaged grass from where the hot tub was sitting for so long, but at least it’s done. Moral of the story, these guys suck. The owner loves to sell the tubs and do big projects for initial installation, but forget about any consistency, organizational skills or customer service after that sale is complete and they’ve got your money. Thank goodness I paid by credit card and was able to get my money back. Still have never heard back from them and at this point I have a sneaking suspicion that I never will!
Reviewers Note: I waited several months to write this review. I wanted to make sure I was subjective when writing and not embellishing anything due to being frustrated or annoyed with this company. Everything in this review is exactly how it happen. Please don't let it happen to you, STAY AWAY FROM THIS COMPANY!!
We had a start date for June of this year. It took about a month to complete the project. Overall the material installed on the floor of the pool is very nice and feels wonderful on your feet, the pool looks very nice compared to how it was looking after all these years.
Our main problem with this company was not knowing when they were going to show up. We would ask the workers are you coming back tomorrow and their response was " we just show up and THEY tell us where to go". We should have gotten more of a schedule from them and that would be my advice to anyone signing on for a new pool or a make over. Granted there were some rainy days when they couldn't work but that was not always the case. We also found them hard to access when we had questions or wanted to know why the workers weren't here.
The pool deck was done by another company and overall they did a nice job, they even worked on weekends.
We also never knew who the "foreman" for the job was, people would show up that we didn't know who they were. There just seemed to be a lot of delays and finally "
We also were not very happy with the top coating that separates the spa from the main pool, it does not look professionally finished in our opinion. We were told that it wouldn't matter once the pool was filled with water but it is noticeable to the eye if you are looking. We also found a small area of adhesive that should have been scraped off of our nice new tile that wasn't. This we found while we were swimming and tried to scrape it off but it is hard, like concrete. Guess we will be doing the scraping ourselves and hope it doesn't ruin the tile.
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