Decatur Pool and Spa

★☆☆☆☆
Custom pools, spas and hot tubs.
  • 2540 N Mlk Dr

    Decatur, IL 62526

    Map & Directions
  • 866-942-4252

Home & Garden

Home & Garden
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We received a hot tub through Make a Wish for my daughter who has multiple disabilities. Decatur Pool and Spa was the closest dealer for Marquis Spa. The day it was delivered was not the happy day it should have been. They gave us no notice except to call that morning and say they were coming. My husband had to rush home from work to get the water to fill it and help hook it up. One of the delivery men was Steve and the other was Terry. Steve was very rude and abrasive. He was complaining about everything that he had to do. He acted like they shouldn't have to do anything but drop off the spa and leave. The owner of Decatur Pool and Spa was constantly on the phone to them asking what was taking so long. We were very clear about where the spa would go and that it was to go on a deck. No one told us what to expect despite my calling several times to ask what they did and what we were responsible for.
The delivery men discovered that the wiring that had been done for the spa to plug in was wrong and the negative was on the wrong peg. They did switch it but Steve complained the whole time about not being an electrician. I asked the person who originally did the wiring about this. When he had called Decatur pool and spa to ask which peg the negative went on the person at DP&S told them which one to use. I guess they were wrong.
We filled the spa and at that time the delivery men discovered that this was the wrong spa. Make a Wish had ordered the wrong spa and we did not order the right chemicals kit for this one. At this point the delivery men left. The spa we ordered had an inline cleaning system and the one delivered didn't. The delivery men said since I didn't have the chemicals to care for it they couldn't take me through "spa school". Since the owner had already been calling them to tell them to leave they did. I was left to figure this out for myself since they had already filled it with water.
Now for the next chapter. When the correct spa came we had already sold the other spa and moved it so it was the same installation as the last one. The installation seemed to go much smoother but the next day when I opened the lid to test and treat the water I could see that the lid had been installed off square. It was crooked on the tub and did not close smoothly and there were tight spots on one side and gaps on the other. When the top was up it was obviously tilting downhill on one side. I called DP&S and was told that the owner was out and they would give him the message. He didn't call back. I made several calls and still was told he was out every time and would call me back. After several weeks I finally spoke with the owner. He said that Terry had installed it correctly and that it was fine at the shop. Why did they install it at the shop and then strap over it to transport? That is what twisted the metal and caused the problem. I sent him pictures and he said they were too busy to come out and fix it and couldn??t come until fall. They never came so we had to drain the hot tub and winterize due to the heat loss and dripping that was occurring because of this. I called in Dec to ask when they were coming and was told by a woman on the phone that they had already fixed it. Not so, I told her. It was still crooked and the plastic was ripping on the lid due to the incorrect installation. She said that she would tell the owner and get back to me. That never happened.
I have since contacted them several times only to be told that the owner would call me back. I emailed Marquis Spas corporate with pictures and they assured me that they would contact the owner and have the problem fixed. They still never came out for it. I am stuck having to have the local hot tub dealer come over and pay him $95.00 an hour to fix the lid.
Is this how you would treat a handicapped child? The tub does work well and Make a Wish is a terrific organization. I realize that Decatur pool and spa did the install for free but let's do quality work! And as for the lying and saying they had been here? Give me a break! I guess because we aren't in the Decatur area they just don't care. What a shame that an event that should have brought joy brought so much trouble. Shame on you Decatur Pools and Spa

1
★☆☆☆☆

We received a hot tub through Make a Wish for my daughter who has multiple disabilities. Decatur Pool and Spa was the closest dealer for Marquis Spa. The day it was delivered was not the happy day it should have been. They gave us no notice except to call that morning and say they were coming. My husband had to rush home from work to get the water to fill it and help hook it up. One of the delivery men was Steve and the other was Terry. Steve was very rude and abrasive. He was complaining about everything that he had to do. He acted like they shouldn't have to do anything but drop off the spa and leave. The owner of Decatur Pool and Spa was constantly on the phone to them asking what was taking so long. We were very clear about where the spa would go and that it was to go on a deck. No one told us what to expect despite my calling several times to ask what they did and what we were responsible for.
The delivery men discovered that the wiring that had been done for the spa to plug in was wrong and the negative was on the wrong peg. They did switch it but Steve complained the whole time about not being an electrician. I asked the person who originally did the wiring about this. When he had called Decatur pool and spa to ask which peg the negative went on the person at DP&S told them which one to use. I guess they were wrong.
We filled the spa and at that time the delivery men discovered that this was the wrong spa. Make a Wish had ordered the wrong spa and we did not order the right chemicals kit for this one. At this point the delivery men left. The spa we ordered had an inline cleaning system and the one delivered didn't. The delivery men said since I didn't have the chemicals to care for it they couldn't take me through "spa school". Since the owner had already been calling them to tell them to leave they did. I was left to figure this out for myself since they had already filled it with water.
Now for the next chapter. When the correct spa came we had already sold the other spa and moved it so it was the same installation as the last one. The installation seemed to go much smoother but the next day when I opened the lid to test and treat the water I could see that the lid had been installed off square. It was crooked on the tub and did not close smoothly and there were tight spots on one side and gaps on the other. When the top was up it was obviously tilting downhill on one side. I called DP&S and was told that the owner was out and they would give him the message. He didn't call back. I made several calls and still was told he was out every time and would call me back. After several weeks I finally spoke with the owner. He said that Terry had installed it correctly and that it was fine at the shop. Why did they install it at the shop and then strap over it to transport? That is what twisted the metal and caused the problem. I sent him pictures and he said they were too busy to come out and fix it and couldn??t come until fall. They never came so we had to drain the hot tub and winterize due to the heat loss and dripping that was occurring because of this. I called in Dec to ask when they were coming and was told by a woman on the phone that they had already fixed it. Not so, I told her. It was still crooked and the plastic was ripping on the lid due to the incorrect installation. She said that she would tell the owner and get back to me. That never happened.
I have since contacted them several times only to be told that the owner would call me back. I emailed Marquis Spas corporate with pictures and they assured me that they would contact the owner and have the problem fixed. They still never came out for it. I am stuck having to have the local hot tub dealer come over and pay him $95.00 an hour to fix the lid.
Is this how you would treat a handicapped child? The tub does work well and Make a Wish is a terrific organization. I realize that Decatur pool and spa did the install for free but let's do quality work! And as for the lying and saying they had been here? Give me a break! I guess because we aren't in the Decatur area they just don't care. What a shame that an event that should have brought joy brought so much trouble. Shame on you Decatur Pools and Spa

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