Southwest Pool & Spa Repair

I would rate this a ZERO star if I was allowed. I am a property manager and I have NEVER dealt with a company that was as unprofessional as this company has. This company is very incompetent at the service they provide. Not only do they do horrible work, they cant even provide you with a invoice showing what they did. In my ten years in this business, I have never been as disgusted as I am right now. DONT EVER USE THIS COMPANY OR YOU WILL REGRET IT!!!

i am so shocked to see the bad reviews for this company… I have been a customer for 5 years. They come every week to clean my pool, like clock work… every Wednesday at 8:00 AM.
Juan does a fabulous job!
Of course over 5 years I have needed to have repairs… they replaced a motor, reasonably priced… no problems sense.
A new heater last year… I LOVE the new one!!! Heats the pool quick!
More than once they have had to clear a clogged line because of my palm leaves… IF I get an extra charge on my bill its just a few extra dollars.
Even my neighbors have started using them as a regular pool cleaning service.
I can’t imagine why the horrible reviews??? I have had really good service for years.

As with many other people, these guys were sent out by my home warranty company to repair a leak I noticed coming from my pool equipment.
The repairman did show up on time. He looked at the equipment for about 5 seconds and said it needed to be replaced. The problem is a minor leak. He started explaining that the PVC piping is oval shaped and they don’t make that kind anymore. I wasn’t aware that standard Schedule 40 PVC piping is no longer being manufactured (it actually is). I said it’s a simple leak, the repairman then started cursing at me in Spanish (I understand Spanish).
I called the warranty company to ask that another repair company be sent out to do the repair.

visit 1… went ok. they replace a hose on the motor then… our motor catches fire. visit 2. they replace the motor. 30 days later… pump and motor leaking. pop ups for pool not working. call our warranty company to request a different company. different company comes and and what so they say. They say that the motor that they put in is rebuilt and very poorly done. Ugh yeah just had it replaced 30 days ago! Horrible experience. I am requesting my money back either from the warranty company or will file a complaint with the BBB. Trust the reviews and stay away!

Our home warranty company referred us to Southwest for our pool equipment repair. They were able to come within 3 days and replaced the broken manifold (plus they replaced an additional o-​ring for free). They billed us the $ 60 per our warranty contract. The pool is running great.
So far, so good! I’ll update if needed.

DO NOT USE
This is only the second bad review I have written in my life because I like to give people the benefit of the doubt and don’t want to hurt a business’s reputation because of a bad employee or a mistake because I own a business and try hard but you cant keep everyone happy. But this is to far. This company has the worst customer service. I haven’t experienced anything like this before. I plan on writing the owners of this company a long email but after seeing all of the complaints on various websites there is no way they don’t already know how poorly this business is run. I suggest never using this company to save yourself a huge headache.

Terrible people ans customer service. I had service too through AHS. They were supposed to call ahead of time and then enter my backyard and did the repair with out permission. They were rude and belittling when I tried to explain why it was not okay for them to do this. They are ABSOLUTELY SCAMMERS. Do not use them.

I will try to give an honest assessment of the service provided by Southwest Pool and Spa.
I have twice had terrible customer service from Southwest Pool and Spa. Unfortunately, my Home warranty company uses them. The first time was for a Salt Cell for my pool, they didn’t show up when promised and I got no apologies and was treated as a bother when I dared to ask them about it.
Then this November I had problems with my Hot tub not heating up, not circulating water and tripping the circuit breaker, so I requested a different company from my home warranty, but the warranty company said that Southwest Pool and Spa was who their contract was with and I had to try them first. So I went along with it, reluctantly.
This time my experience was horrific! They sent a Technician on November 27^th 2013, Nice guy, he inspected my hot tub and said that the control board was bad and that he would have to order a new one. He started to leave, and I asked him if he needed to write the numbers down from my spa so they could order the right part? I also suggested to him that he should check out the circulating pump and the heater before he left, to make sure the control board was the only problem? He replied, «I took a picture and I’m sure that’s the only problem», sure enough, I get a call from the Spa Company after Thanksgiving saying they need to come back out and get the numbers off the spa to order the correct part, delay #1.
Wait it gets worse! Once the Control Panel came in they installed that and sure enough the circulating pump was bad, delay #2 I once again suggested that he check the heater to make sure when they ordered the circulating pump that they could order the heater if it was bad. Once again, the technician said,“no I’m sure this will fix it”. another week goes by, they come back to install the circulating pump, they ordered the wrong pump delay #3. once they get the next pump 2 weeks has passed. Once they come back again to install the pump, the technician finds out that of course the heater is bad too. REALLY? I thought I might of said that twice already! DELAY #4. The Technician says he will order the heater and come back on Monday around 2pm to install it, this was Wednesday December 11^th at this point. So on Monday December 16^th I delayed leaving on a flight for a business trip, the Technician didn’t show at 2pm as promised, but I had to get to the airport by 4 to catch my flight, I figure they are running late they will fix it and it will be done when I get back Wednesday December 18^th. I get back from my trip, guess what, it wasn’t fixed and they never called to tell me. So on Wednesday December 18^th I called them, frustrated of course, and was told that there was a delay in the part arriving and that it would take another 5 days for the part to come in. Delay #5.
I do understand that part delays happen, but I would think proactive calls to the customer to explain the delay would also happen. By the way, the part is available at the local authorized service center, but neither my warranty company nor Southwest Pool and Spa want to go get it there. I have told them that I will go get the part and pay the difference between their cost and the cost from the local service center. They assured me that as soon as the part came in they would be out the same day to fix it. They said, «we want to be done with this as much as you want us to be done with this».
Then on December 26^th I get a call that the part won’t be in for at least another month, once again, I am not blaming Southwest Pool and Spa for the part delay, but I do expect them to keep their word. So I call them Monday Morning December 30^th to let them know that I will go get the part this morning at additional cost to me, so that they can fix it as soon as possible like they promised! They then tell me that they can’t get to it until January 2^nd another 4 day delay. So now I’m frustrated raise my voice a little bit to tell them that this is unacceptable, that they promised to fix it right away. I used no swear words and made no threats only raised my voice, Dave told me that I was being abusive. Dave, toughen up buttercup!
This is my story with Southwest Pool and Spa, this will be the last time they will be allowed on my property. It is up to you to decide if you want to risk using them on yours.

I’m surprised to see the other comments, regarding Southwest Pool & Spa Repair. I actually had a good experience.
Our pool pump went out last week. We were told by our regular pool service technician, it would cost $ 300 to replace. Luckily, we are still under our home warranty, through AHS. They sent a tech out within one day. The service guy, I believe his name is David, checked the pump, and told us we would need a new one, since ours was so outdated and corroded. This was on a Friday, by Monday, the service guy came out to replace the pump. I didn’t even realize he fixed it, until I went outside, to see if he had stopped by, while we were at work. Amazing customer service. Quick and painless.

Horrific. RUN AWAY. DO NOT USE. installed garbage replacement motor incorrectly which damaged my equipment. Dave the manager is a smart ass. Claimed that my pool guy is wrong because he knows «everything» Just a terrible terrible experience. The people that run this should be embarrassed. Completely pathetic. These people don’t care and will argue with you.

Our experience with this company was really great. We had them through our homeowner’s warranty as well to fix our pool pump. Because our system was the original and old, the installer took notes and said he would definitely recommend to the insurance company that the whole system be replaced. The entire system was replaced and the installer did a wonderful job, was very professional and polite. The office staff was very nice as well. I would defintely have them come out if we had another pool or spa problem.

Like the others said «they fabricate the truth so AHS home ins. doesn’t justify paying. Scammers! Stay away!!! And No I am not in the pool business like one another reviewer said!

Barnone… Worst pool service ever. They have huge problem at hiring people that know what they are doing. I must have gone thru 6 different pool guys in a year. The last straw for me was me coming home one weekend to a green pool and it took 4 days to get a supervisor to my home to try and start to fix it and 3 weeks later they still had not fixed the algae problem. Do Not hire them… They suck!!!

We were referred to Southwest Pool and Spa by American Home Shields. We decided to have them service our pool weekly after the «repairs» were completed. We have had nothing but issues since. They do not return calls, and our pool has been varying shades of green for months. We gave them several opportunities to remedy the issue but have finally decided that enough is enough and are changing pool service companies. The pool people do not speak English so communication was a challenge. They did not do a good job, and we were not getting our money’s worth.

Horrible Customer Relations, poor workmanship, was not done right the 1^st time and it took forever to get them back to fix. Extremely rude and slow. Stay away if you have a choice.

Not sure What People are talking About .,., Southwest pool are the best in Vegas by Far.
1– They work with AHS that’s a warranty company. That’s how I first met them years ago. They Have since Fixed a couple of more items in my Pool Spa… Michele Is the Girl How answers the phone. Great person .I’m Wondering why some People are giving negative reviews… I just Spoke to Them about a Thermostat in My Heater for the Spa. They Installed in In November and it’s not working correctly. They are coming over to look at it tomorrow morning. I believe people that are posting bad comments are Other Pool people in The Business not real people …

We also ended up with Southwest because our home warranty referred us to them. I can’t remember a single interaction I have ever had with them that didn’t leave me frustrated or furious or BOTH. Every other week there is something wrong with the hot tub or pool. We pay them to keep it up, but somehow the pool motor goes out once, sometimes twice a year now (which never happened before they were servicing them), the hot tub will not get hot, but even though we paid them to fix it, its still broken.

Southwesst was contracted through my warrenty company to inspect the heater to my pool and see why water was leaking from around the base. Pool is six years old and I’m the second owner and have been in the house for 18 months.
They send someone out and their proffessional opinion is that the inlet/​outlet pipe has cracked at the head due to high chlorine levels. So with this information my claim is denied.
I call around to two differnt pool companies and was told the same thing. Chlorine levels don’t affect pool equipment, unless they are off the chart high. PH balance is another story, it can if it were to high.
I go and have my water tested at NPS. They tell me my chlorine level is a bit high but there is no way this caused the leak. PH balance was right where it should be.
At the end of it all it comes down to Southwest Pool and Spa is incompetent and has no business servicing pools of any kind. When I called the office they were just as incompetent and no help.
Find another pool company or you will be sorry.

HORRIBLE! The only reason I gave them even one star is, because I didn’t have a choice to give them zero stars! We also only used this company because our homeowners insurance made us.
The staff is rude and does not communicate in a professional manner. The tech they sent to my house could not speak fluent English, I had a hard time understanding him and he did not understand me.
We have the lights in our pool and spa that change color. These lights are suppose to last for many many years. They cost roughly $ 500+ to replace. Our spa light was not working. It was not due to the bulb being burned out. The light would come on from time to time. If we sat in the spa and kicked the bottom of the spa, the light would come on and some times it stayed on, some times it went off quickly. Point being, it was obviously some sort of electrical issue.
When the tech arrived he would not even look into the light having a possible electrical issue. He simply said the lights are not covered. Well, if the electrical is bad and the electrical has caused a short in the light, then the electrical needs to be fixed and is covered. He didn’t bother looking at the light or elect. Before left he was checking other parts of my pool system. We have a system that is totally remote control operated. Meaning, we do not go over to our Jandy valves and turn them when we want to use the spa or if we want to isolate the pool. The Jandy valves were set where they needed to be, in order to work with our remote system, when the system was put in. Well the tech started switching the Jandy valves. I informed him that I was told to keep them where they were set up to work with my remote. He said something short that I was not able to understand.
So after this, I paid the $ 65 fee. Starting the next day we had issues trying to keep the water inside our pool and keep the water from backing up and the pressure blowing the filter top off. It flooded our backyard. I called our warranty company to have someone different come out. We had to use this same company due to the fact that they were the ones that caused it. The man returned, he told my husband that he never moved the Jandy valves, and that the reason the pressure was backing up and flooding was due to our pool vacuum not working. My husband took the vac down to a local pool company, and also videoed what was taking place with our pool backing up. The company knew exactly what the problem was and for $ 5 we were able to fix it our selves. It WAS not the vacuum.
This company gets paid no matter what work they do once they get to the residence. Therefore, they do not have to spend any time or effort in fixing the problem. Unfortunately, they do not operate professionally either. We should demand our homeowners insurance company stop using these people! We need to spread the word so our friends and family do not use this company.

As with the other reviewer, I *only* use Southwest because my home warranty makes me. When we first bought our house, the pump was acting up, and it didn’t seem like the filtration system was working correctly.
The person that came out was very limited in his ability to communicate with us. I had questions about why the pool acted why it did, why certain parts of the pool did not work at all. I was just told, «that’s not supposed to work.» No explanation, no clarification, just a flat that’s how it is kind of answer.
When they did get to the repairs, they were adequate in their speed and proficiency.
Monday of this week, my wife called our home warranty people again. Made requests for two items to be repaired. We were told people from each company would call us between 8−10am the following morning.
8−10am passed, no call. It was not until around 2pm that they called to tell us someone would be by the next day. They wouldn’t give us any info on when that might be, or even when the tech would call us to let us know. As we both would be at work the rest of this week.
Finally, we get a call around 10am on Weds stating the tech would be by between 1−3pm. I left work early to get there by 1 on the off chance they did not utilize the entire window.
At 2:59 the tech arrived. Was the same guy that had stopped by almost 2 years ago. I was worried.
Luckily, he understood what the issue was, and had the repairs made in a reasonable amount of time. Granted, by then it was too late to go back to work.
Would be nice if these service people could call and notify customers, «we won’t be there at the beginning of the service window, we will be there within X minutes/​hours.»