Pro Pools Reviews (%countItem)
Pro Pools Rating
Address: 1432 W Main St Suite 400, Lebanon, Tennessee, United States, 37087-1323
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Order showing as shipped, but not received
Placed an order on 5/24/2020. Received 2 generic emails that my order is delayed. Finally received shipping information on 2 items that were received. Cannot get even an email back, my order shows as shipped but I have not received the complete order.
I would appreciate an email back and an estimated shipping date for the other items.
would be nice to get a call and email back.
Wanted to update you on the pool order. I think realistically we're looking at another 2 - 4 weeks for shipment of the pool. The largest above ground pool manufacture(*** - ***) recently announced they are no longer taking new orders for pools for the remainder of the year. The manufacture of your pool(***) is still shipping, just not nearly as fast as the 1000's of orders that have come in to them. Couple that with work force shortages due to *** and you've got the long delays. However, I do know with all certainty the pool will ship.
Industry experts are stating that this high demand for above ground pools will likely last another 2 - 3 years. I do know the pool will ship. You may not have the pool to fully enjoy this season but when you get it, set it up and have it ready for next year.
Message on manufactures website concerning the delays, especially for new orders they receive. We are not sending them new orders.
***/
If you cannot reach me in the office please feel free to call my cell or email me directly.
XXX-XXX-XXXX
***@propools.com
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the more realistic reply.
Placed an order on 5/24/2020. Received 2 generic emails that my order is delayed. Finally received shipping information on 2 items that were received. Cannot get even an email back, my order shows as shipped but I have not received the complete order.
I would appreciate an email back and an estimated shipping date for the other items.
would be nice to get a call and email back.
Wanted to update you on the pool order. I think realistically we're looking at another 2 - 4 weeks for shipment of the pool. The largest above ground pool manufacture(*** - ***) recently announced they are no longer taking new orders for pools for the remainder of the year. The manufacture of your pool(***) is still shipping, just not nearly as fast as the 1000's of orders that have come in to them. Couple that with work force shortages due to *** and you've got the long delays. However, I do know with all certainty the pool will ship.
Industry experts are stating that this high demand for above ground pools will likely last another 2 - 3 years. I do know the pool will ship. You may not have the pool to fully enjoy this season but when you get it, set it up and have it ready for next year.
Message on manufactures website concerning the delays, especially for new orders they receive. We are not sending them new orders.
***/
If you cannot reach me in the office please feel free to call my cell or email me directly.
XXX-XXX-XXXX
***@propools.com
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the more realistic reply.
Order status updates
I order a *** 16foot round pool on 5/20/2020. I understand the pool industry is overwhelmed with orders , but I just want to be able to speak with someone via phone or email . My wife has tried calling but you get no answer and emailing but the message kicks back. I just want an answer
I would just like the pool or at least a real update
Mr.,
Update on the pool kit order shipment. I think realistically we're looking at another 2 - 4 weeks for shipment of the pool. The largest above ground pool manufacture(***) recently announced they are no longer taking new orders for pools for the remainder of the year. The manufacture of your pool(***) is still shipping, just not nearly as fast as the 1000's of orders that have come in to them. Couple that with work force shortages due to*** and you've got the long delays. However, I do know with all certainty the pool will ship.
Industry experts are stating that this high demand for above ground pools will likely last another 2 - 3 years. I do know the pool will ship. You may not have the pool to fully enjoy this season but when you get it, set it up and have it ready for next year.
Message on manufactures website concerning the delays, especially for new orders they receive. We are not sending them new orders.
I ordered and paid for a *** 8x12 oval pool package on 5/26/20. I have made 20+ attempts at contacting them with NO response by email or phone!
I ordered and paid for a *** 8x12 oval pool package kit and several additional items on 5/26/20. My invoice# *** totaled $2896.42. I havent heard from this company NOT ONE TIME since. I have made multiple e-mail and phone call attempts to this company with NO RESPONSE AT ALL!!! I have been more than patient during this "unprecidented time" and have had enough. I, just like all of the other hundreds of people would like to have my COMPLETE ORDER sent to me IMMEDIATELY. Another issue is that: 1 of the additionally ordered items
item# *** (foam wall adhesive kit) had a tracking number ***, showed returned to sender. I never received it. It was damaged in transit from *** and sent back to supplier. Common sense says I would need this if I ever get my pool. But instead they just credited me back $144.39. If the pool is to be sent to me I will need these items: kit# XXXXX that is supposed to go with this pool. I JUST WANT THE POOL I ORDERED!!!!! ASAP!!
I WANT MY COMPLETE ORDER DELIVERED TO ME ASAP!!! Invoice# *** / INCLUDING KIT# *** TAN
Mr.,
Update on the pool kit order shipment. I think realistically we're looking at another 2 - 4 weeks for shipment of the pool. The largest above ground pool manufacture(***) recently announced they are no longer taking new orders for pools for the remainder of the year. The manufacture of your pool(***) is still shipping, just not nearly as fast as the 1000's of orders that have come in to them. Couple that with work force shortages due to*** and you've got the long delays. However, I do know with all certainty the pool will ship.
Industry experts are stating that this high demand for above ground pools will likely last another 2 - 3 years. I do know the pool will ship. You may not have the pool to fully enjoy this season but when you get it, set it up and have it ready for next year.
Message on manufactures website concerning the delays, especially for new orders they receive. We are not sending them new orders.
I tried to contact ***.com for (2) weeks prior to ordering the pool in line on May 20, 2020,.
I kept trying to locate someone from pro pools by website , email and phone - no reply . Finally got through and was told by *** L the marketing manager I would have the pool in 3-4 weeks . I said as long as I get it by July 1st that's fine. He assured me I would. I call every week and email and get the automated email in return . I was now told by him he can't get an answer from *** the manufacturer. I called the manifest today and the Woman told me 6-12 weeks that they have no materials whatsoever . I contacted *** l*** fro pro pools for the purchase order number and received a return email from him saying the manufacturer couldn't give them a delivery date . Why did propools charge my account without sending me my pool.
Send the pool - or credit my account until you ship the pool
I have been in contact with the customer via email. We are working toward him getting his pool but the manufacture has a serious back log and cannot give a firm date but the pool will ship as long as we keep the order in place.
Below is just a snippet of the communication with the customer.
I have to apologize. I called and after double checking they say it is more .
I'm am just getting so frustrated.
Can you send me a list of what they have and what's missing .
It is appreciated
I tried to contact ***.com for (2) weeks prior to ordering the pool in line on May 20, 2020,.
I kept trying to locate someone from pro pools by website , email and phone - no reply . Finally got through and was told by *** L the marketing manager I would have the pool in 3-4 weeks . I said as long as I get it by July 1st that's fine. He assured me I would. I call every week and email and get the automated email in return . I was now told by him he can't get an answer from *** the manufacturer. I called the manifest today and the Woman told me 6-12 weeks that they have no materials whatsoever . I contacted *** l*** fro pro pools for the purchase order number and received a return email from him saying the manufacturer couldn't give them a delivery date . Why did propools charge my account without sending me my pool.
Send the pool - or credit my account until you ship the pool
I have been in contact with the customer via email. We are working toward him getting his pool but the manufacture has a serious back log and cannot give a firm date but the pool will ship as long as we keep the order in place.
Below is just a snippet of the communication with the customer.
I have to apologize. I called and after double checking they say it is more .
I'm am just getting so frustrated.
Can you send me a list of what they have and what's missing .
It is appreciated
Only received part of my order.
I purchased a *** pool cove on 6/4/2020. I received the *** only *** shield on 6/9/2020. I have made multiple attempts to contact this vendor via email and by phone. As of 6/17/2020, They do not answer the phone, nor have they answered my emails.
Thier website is still selling the products I purchased, and does not show that there is a delay in shipping ir that they are out of stock
I purchased a *** Pool Cove from a different Vendor for $130.98. I want to be reimbursed for that amount
Mr.,
Our sincerest apologies for not replying to your email sooner. With this unprecedented industry wide demand we are seeing call and email volumes that we never could have anticipated or staffed for. We are diligently working toward answering all of the emails and returning calls.
Sorry we could not complely fulfill your order but at your request the pool cove on the order has been submitted for cancellation and refunding.
(The consumer indicated he/she ACCEPTED the response from the business.)
Only received part of my order.
I purchased a *** pool cove on 6/4/2020. I received the *** only *** shield on 6/9/2020. I have made multiple attempts to contact this vendor via email and by phone. As of 6/17/2020, They do not answer the phone, nor have they answered my emails.
Thier website is still selling the products I purchased, and does not show that there is a delay in shipping ir that they are out of stock
I purchased a *** Pool Cove from a different Vendor for $130.98. I want to be reimbursed for that amount
Mr.,
Our sincerest apologies for not replying to your email sooner. With this unprecedented industry wide demand we are seeing call and email volumes that we never could have anticipated or staffed for. We are diligently working toward answering all of the emails and returning calls.
Sorry we could not complely fulfill your order but at your request the pool cove on the order has been submitted for cancellation and refunding.
(The consumer indicated he/she ACCEPTED the response from the business.)
Ordered pool kit on 5-8-20. Recieved pool with no ladder, after numerous calls and emails with zero response I now have a nice pool but no way in.
I can't get anyone to pick up phone or call back or respond to email....they say give them 5-7 days to respond...what good does that do me when I have a nice new pool and no way to enter it. Customer servise is non-existant
I would like a response for my issue....phone call back would be nice
Mr.,
We show the ladder as having shipped to you. Please confirm that you did not receive it. I want to advise you that ladders are on a nationwide back order status. The manufactures are back to producing and shipping ladders but they have a tremendous back log. Please advise whether you do or do not have the ladder. If you don't we'll work our hardest to either get a ladder shipped for you or we can cancel the ladder from the order, refund it back to you and then you can purchase one locally. Please advise.
*** L
Pro Pools
Ordered pool kit on 5-8-20. Recieved pool with no ladder, after numerous calls and emails with zero response I now have a nice pool but no way in.
I can't get anyone to pick up phone or call back or respond to email....they say give them 5-7 days to respond...what good does that do me when I have a nice new pool and no way to enter it. Customer servise is non-existant
I would like a response for my issue....phone call back would be nice
Mr.,
We show the ladder as having shipped to you. Please confirm that you did not receive it. I want to advise you that ladders are on a nationwide back order status. The manufactures are back to producing and shipping ladders but they have a tremendous back log. Please advise whether you do or do not have the ladder. If you don't we'll work our hardest to either get a ladder shipped for you or we can cancel the ladder from the order, refund it back to you and then you can purchase one locally. Please advise.
*** L
Pro Pools
On May 29th I placed an order for a new pool heater. I have not received the merchandise.
I placed an order with Pro Pools on 5/29/2020 for a new pool heater (*** above ground natural gas pool heater *** BTU electronic ignition) model # P-R***-EN-CXXXXXX for $1,331.52. I received an e-mail the order was received and they would let me know when it shipped. On 6/01/2020 Pro Pools charged my Visa card for $1,331.52. Today is 6/17/2020 and I have received no communication from them about this order. I have tried to call them twice and just get a recorded message, they do not answer their phone. I have also e-mailed them twice trying to get some kind of update on this order and just get an automated response back the same both times. I would at this point in time due to their lack of customer service and response to my e-mails,etc, like to have this order cancelled and my money returned promptly. I have not been able to contact them personally to make this request either by phone or e-mail. Thank you for your assistance with this problem
Cancel the order and refund my money to my Visa account.
Our sincerest apologies for not replying to your email sooner. With this unprecedented industry wide demand we are seeing call and email volumes that we never could have anticipated or staffed for. We are diligently working toward answering all of the emails and returning calls.
The product on your order is part of a national back order caused by the fact that everyone is staying home this summer and they all want a pool and additional pool products. We expect the item to ship to you within the next 2 - 3 weeks.
If you want to wait, that's fine but if you would like to cancel and get a refund, we can do that. Please advise.
*** L
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not wish to wait another 3-4 weeks and would like this order to be cancelled immediately and a prompt refund of $1,331.52 to my credit card. Thank you.
Received your message about cancelling and getting a refund. We will try and turn the shipment around. In the even we cannot, please refuse delivery of the heater. Please advise if any questions. Thanks and Sorry we could not fulfill your order.
(The consumer indicated he/she DID NOT accept the response from the business.)
I had e-mailed them before I was notified of shipment and told them to cancel and refund my money. I hope they were indeed able to turn this around, because I am really sick of this whole mess. I have yet to receive a refund of the amount charged, and I had informed them I already had purchased another heater.
On May 29th I placed an order for a new pool heater. I have not received the merchandise.
I placed an order with Pro Pools on 5/29/2020 for a new pool heater (*** above ground natural gas pool heater *** BTU electronic ignition) model # P-R***-EN-CXXXXXX for $1,331.52. I received an e-mail the order was received and they would let me know when it shipped. On 6/01/2020 Pro Pools charged my Visa card for $1,331.52. Today is 6/17/2020 and I have received no communication from them about this order. I have tried to call them twice and just get a recorded message, they do not answer their phone. I have also e-mailed them twice trying to get some kind of update on this order and just get an automated response back the same both times. I would at this point in time due to their lack of customer service and response to my e-mails,etc, like to have this order cancelled and my money returned promptly. I have not been able to contact them personally to make this request either by phone or e-mail. Thank you for your assistance with this problem
Cancel the order and refund my money to my Visa account.
Our sincerest apologies for not replying to your email sooner. With this unprecedented industry wide demand we are seeing call and email volumes that we never could have anticipated or staffed for. We are diligently working toward answering all of the emails and returning calls.
The product on your order is part of a national back order caused by the fact that everyone is staying home this summer and they all want a pool and additional pool products. We expect the item to ship to you within the next 2 - 3 weeks.
If you want to wait, that's fine but if you would like to cancel and get a refund, we can do that. Please advise.
*** L
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not wish to wait another 3-4 weeks and would like this order to be cancelled immediately and a prompt refund of $1,331.52 to my credit card. Thank you.
Received your message about cancelling and getting a refund. We will try and turn the shipment around. In the even we cannot, please refuse delivery of the heater. Please advise if any questions. Thanks and Sorry we could not fulfill your order.
(The consumer indicated he/she DID NOT accept the response from the business.)
I had e-mailed them before I was notified of shipment and told them to cancel and refund my money. I hope they were indeed able to turn this around, because I am really sick of this whole mess. I have yet to receive a refund of the amount charged, and I had informed them I already had purchased another heater.
Placed a $5000 order on May 15th. They finally said estimated ship date is June 30th. They will not answer phone or email. They need to contact me.
I just want to talk to someone and lock down a shipping and delivery date. I don't think that is too much to ask.
I just want to talk to someone and lock down a shipping and delivery date. I don't think that is too much to ask.
Called the customer and we are reaching out to our vendor to get a status update of his order. Customer seems pleased to hear that.
(The consumer indicated he/she ACCEPTED the response from the business.)
A salesman from Propools.com got back to me the next day. They contacted the vendor and I will now get my pool in a week. I understand that they are very busy. In the end I am happy with the results.
Placed a $5000 order on May 15th. They finally said estimated ship date is June 30th. They will not answer phone or email. They need to contact me.
I just want to talk to someone and lock down a shipping and delivery date. I don't think that is too much to ask.
I just want to talk to someone and lock down a shipping and delivery date. I don't think that is too much to ask.
Called the customer and we are reaching out to our vendor to get a status update of his order. Customer seems pleased to hear that.
(The consumer indicated he/she ACCEPTED the response from the business.)
A salesman from Propools.com got back to me the next day. They contacted the vendor and I will now get my pool in a week. I understand that they are very busy. In the end I am happy with the results.
ProPools located at 1432 W Main Street,Suite 400, Lebanon, TN XXXXX took $1,1100.64 from my debit account and there is no way to contact them.
I want my $1,100.64 back to my account or I will press charges. There are hundreds and hundreds of people they did this too. Go to: https://www.***.com/reviews/propools.com
Hit the 1 star link and read all the people they scamed. Try calling them and that recording has been on there for months. XXX-XXX-XXXX. Email them at ***@propools.com and watch was happens. They should be arrested and fined.
Refund of $1,100.64
This order has been cancelled and refunded back to the customer.
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this if they refund my money as they stated. But I received an email after they agreed to refund my money that the order will be shipped out 6/22/20. There is no order. I want nothing from them but my money back. They don't answer the phones or call back. You need to stop this company from doing business. They are a scam and need to refund all the hundreds of people they continue to scam. I want my money they took from me. Now they emailed me that they are shipping me out a propane gas heater now. I didn't order a propane gas heater from them. I don't need a propane gas heater. Its over $1,100.00 they took from my families small bank account and I want my money back. HELP ME AND MY FAMILY PLEASWE. WE ARE TO FAR TO GO THERE IF THEIR PLACE EVEN EXISTS. We are in NY they are in Tennessee. They set up review pages with good reviews which are fake. Find the real review page with hundreds and hundreds of complaints. HELP US PLEASE. *** XXX-XXX-XXXX
No customer service. No response, and no product.
We purchased a pool at the beginning of May through their website. Shortly after we received a package from them which says that they shipped the pool. However it was only a valve cover. We have tried multiple times to get a hold of them and told them to call us back so we can get this resolved. The only thing we ever get is an automated email that says it should be 2-3 weeks. We would like a phone call to figure out where our product is
We would like a phone call from someone. XXX-XXX-XXXX
We are actively working with the customer to swap a liner on the order and ship it complete.
Ordered a pool heater was charged, item has not been delivered and all contact via phone or email has not been acknowledged or responded to.
Order a pool heater (item noXXXXXX) on June 7 (order no PXXXXXXX) for over $1,300 including tax and shipping charged to our *** card. Company does not respond to phone calls or emails. We are unsure whether this is a valid transaction with a legitimate company. We would like either a refund or communication on an expected shipping date. The customer service for this company is non existing.
Refund to our account
A back order notification was sent to customer advising that when it comes back in stock the heater will ship.
***,
Our sincerest apologies for not replying to your email sooner. With this unprecedented industry wide demand we are seeing call and email volumes that we never could have anticipated or staffed for. We are diligently working toward answering all of the emails and returning calls.
The product on your order is part of a national back order caused by the fact that everyone is staying home this summer and they all want a pool and additional pool products. We expect the heater to ship direct to you within the next 2 - 3 weeks.
If you want to wait like everyone else in the country that's fine but if you would like to cancel and get a refund, we can do that. Please advise.
Ordered a pool heater on June 1st, company charged credit card on June 1st.
They will not return any calls or e-mails for delivery.
Ordered item #XXXXX *** MasterTemp Low NOx Pool Heater - Electronic Ignition - Natural Gas - 250,000 BTU - XXXXXX with a price of $1,677.05, $1992.38 with tax and shipping. Order #XXXXXXX. Was ordered on June 1st and my credit card was charged on June 1st. Received an order confirmation but no information on when it will ship. Several phone calls and e-mails are not answered from Pro Pools.
They send a generic e-mail back and have an answering machine with a generic message on it. Our credit card should not of been charged until it is shipped.
If these were or are not in stock we should've been told.
We need an answer on when this pool heater will ship or we will have to cancel the order. There is no excuse for customer service to not keep customers informed on where their product is, especially because our credit card was charged and we will not get the pool heater now before the credit card bill arrives! I've worked in customer service before, there's no excuses!
Yes things are backed up because of Covid but there is no excuse for no response from the company.
We want our pool heater shipped immediately and here this week!
Ms.,
Our sincerest apologies for not replying to your email sooner. With this unprecedented industry wide demand we are seeing call and email volumes that we never could have anticipated or staffed for. We are diligently working toward answering all of the emails and returning calls.
The product on your order is part of a national back order caused by the fact that everyone is staying home this summer and they all want a pool and additional pool products. We expect the heater to ship direct to you within the next 2 - 3 weeks.
If you want to wait like everyone else in the country that's fine but if you would like to cancel and get a refund, we can do that. Please advise.
(The consumer indicated he/she DID NOT accept the response from the business.)
All we wanted was some communication in the past three weeks of where our heater was.
You took our money by charging our credit card immediately but gave no updates until now. Generally companies don't charge your credit card until an order is shipped! You shouldn't be in business if you can't communicate what's going on with your customers! I and my husband made several phone calls and sent several e-mails. No e-mail or phone call was answered until now, almost three weeks later. That's not ok.
Yes, I would like an immediate full refund!
This was submitted for cancellation and refund on 06-19-2020. Credit issued on 06-19-2020.
Ordered a pool heater was charged, item has not been delivered and all contact via phone or email has not been acknowledged or responded to.
Order a pool heater (item noXXXXXX) on June 7 (order no PXXXXXXX) for over $1,300 including tax and shipping charged to our *** card. Company does not respond to phone calls or emails. We are unsure whether this is a valid transaction with a legitimate company. We would like either a refund or communication on an expected shipping date. The customer service for this company is non existing.
Refund to our account
A back order notification was sent to customer advising that when it comes back in stock the heater will ship.
***,
Our sincerest apologies for not replying to your email sooner. With this unprecedented industry wide demand we are seeing call and email volumes that we never could have anticipated or staffed for. We are diligently working toward answering all of the emails and returning calls.
The product on your order is part of a national back order caused by the fact that everyone is staying home this summer and they all want a pool and additional pool products. We expect the heater to ship direct to you within the next 2 - 3 weeks.
If you want to wait like everyone else in the country that's fine but if you would like to cancel and get a refund, we can do that. Please advise.
Ordered a pool heater on June 1st, company charged credit card on June 1st.
They will not return any calls or e-mails for delivery.
Ordered item #XXXXX *** MasterTemp Low NOx Pool Heater - Electronic Ignition - Natural Gas - 250,000 BTU - XXXXXX with a price of $1,677.05, $1992.38 with tax and shipping. Order #XXXXXXX. Was ordered on June 1st and my credit card was charged on June 1st. Received an order confirmation but no information on when it will ship. Several phone calls and e-mails are not answered from Pro Pools.
They send a generic e-mail back and have an answering machine with a generic message on it. Our credit card should not of been charged until it is shipped.
If these were or are not in stock we should've been told.
We need an answer on when this pool heater will ship or we will have to cancel the order. There is no excuse for customer service to not keep customers informed on where their product is, especially because our credit card was charged and we will not get the pool heater now before the credit card bill arrives! I've worked in customer service before, there's no excuses!
Yes things are backed up because of Covid but there is no excuse for no response from the company.
We want our pool heater shipped immediately and here this week!
Ms.,
Our sincerest apologies for not replying to your email sooner. With this unprecedented industry wide demand we are seeing call and email volumes that we never could have anticipated or staffed for. We are diligently working toward answering all of the emails and returning calls.
The product on your order is part of a national back order caused by the fact that everyone is staying home this summer and they all want a pool and additional pool products. We expect the heater to ship direct to you within the next 2 - 3 weeks.
If you want to wait like everyone else in the country that's fine but if you would like to cancel and get a refund, we can do that. Please advise.
(The consumer indicated he/she DID NOT accept the response from the business.)
All we wanted was some communication in the past three weeks of where our heater was.
You took our money by charging our credit card immediately but gave no updates until now. Generally companies don't charge your credit card until an order is shipped! You shouldn't be in business if you can't communicate what's going on with your customers! I and my husband made several phone calls and sent several e-mails. No e-mail or phone call was answered until now, almost three weeks later. That's not ok.
Yes, I would like an immediate full refund!
This was submitted for cancellation and refund on 06-19-2020. Credit issued on 06-19-2020.