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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/16/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
M 9/16/24 Dear BBB Representative,Our hot tub servicer of many years, Valley ********** Service, in Vergennes, ** has refused to deliver our order from 5/20/24 of a new custom to exact specifications for our ordered hot tub cover and a new hot tub cover lift.We had called, emailed and texted the company owner ******* ****** since 6/20/24 to check the status of our order.They refused to get back to us until late July and only by text saying our cover had been received and the cover lift had been in stock for weeks and they would come in a few days to install.They have refused to do so and have not responded back to us in weeks now 9/16/24 and nothing.They also close and open our 2 hot tubs in the fall and spring as well which greatly concerns us too.We would appreciate assistance to reach out to them to get our order installed as soon as possible without any further delay.The only time they got back to us at all was when after many unanswered attempts to text, call and email, to file a complaint with BBB and the VT AG ******************************. Yet they have still failed to install our cover and cover lift in almost 4 months.We simply want our custom spec cover and lift order installed now.We are extremely frustrated for the extreme failure to honor our order and service after being faithful good customers for almost a decade or more.Sincerely,******* *****, ************-cell/txt **************** **************************************************** ****** Valley ********** Service ************************************* ***** ************** - office **************-mobile *********************Initial Complaint
09/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I contacted **** to have a new pool liner installed. I paid the deposit for the work to be done on 3/27/24. **** came one time ripped out my old liner and then has made excuse after excuse after excuse not to come back to finish the job. Now that summer is over he tells me he cannot do it and will give me a refund. Then gave me a date to give me said refund and never showed up. Now has stopped returning text and phone calls. So, now my pool concrete has been exposed through all the storms we have had this summer and is damaged more than it was so that now is going to cost me MORE money to fix. I am doing this report on the Advice from State Trooper June out of the ******************. If he does not give me my money back by the end of next week there will be a criminal case against him. There are also a TON of other reviews of other people going through a similar situation I am with this company. They should not be accredited by the BBB at this point if you ask me.Customer response
09/26/2024
I have not heard from the business in response to my complaint. I am now persuing legal action and I am not the only customer of the business doing so according to the Vermont state police New Haven barracksInitial Complaint
12/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On July 27, 2023 I paid $3890 to Valley Pools and Spa for a replacement Pentair IQ 9 + 3 Intellitouch Pool and Spa Controller. Valley *********** ordered the replacement and came to deliver it. Due to out of state licensing Valley Pools was unable to install the controller. A certified third party was hired to install the board and discovered that it was defective. Valley Pools and Spa returned the defective board to Pentair on or around September 15th, 2023. After many emails requesting my refund, and reassuring replies that I would be refunded, I finally received an email from Valley Pools on October 31st that showed a screenshot of an exchange with their distributor showing that the refund was in process. After another pressing email, on November 13th I received an express mail envelope with a check for the amount of $2900 with the a note The rest will be refunded as soon as I can! It has been 45 days, and I have not received the balance due of $990 or any further communication from Valley ***********. My inquiries to Bay State Pools who sold and refunded the item to Valley Pools wasn't unable to reveal that amount of the refund without litigation. In lieu of litigation, I am simply requesting the full refund for the defective item, which is a check for $990.Customer response
01/11/2024
I have not heard from the business in response to my complaint.Initial Complaint
08/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Company provided incomplete service for our hot tub. Sent written apologies for not showing up and continued to set new dates and not show up. We have retained proof of our conversations. They were fully paid even though they provided defective service since they kept assuring that they would come and remedy. They finally stopped responding to text or phone calls.
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Customer Complaints Summary
4 total complaints in the last 3 years.
4 complaints closed in the last 12 months.