R & S Pool Spa

After posting to their facebook page - - R&S's store manager (who had not been previously involved) rectified the situation and made up for his service manager's bad behavior. Thank you Bob (store manager) for being on top of things! Much appreciated.\r \r \rI am a new pool owner. I had an issue with a squealing pump, so we brought it in thinking it was a ball bearing issue. The service dept told us to bring in the motor (not the entire pump) and they could fix it for $100 - good as new. We got the motor home and it had another problem that it had not had prior to the ""fix"", so they told us to bring it back. They then told us we could buy a new motor for $169 and that they couldn't test the repaired one under pressure because we hadn't brought in the entire pump. They never told us to bring in the entire pump - not once. They also never mentioned the new motor being an option. We ended up buying the new motor because of desperation to get the pool running properly, but no refund whatsoever on the original ""fix"" that was not really fixed. They never told us there could be issues with the fix by not bringing in the entire pump until the issue arose. If we would've been given that information, we would have brought in the entire thing, saving us a ton of time, money and frustration - - or most likely would have just bought the new motor and walked out as happy campers. We were also told we would receive a partial refund on the original fix, which wasn't true. All it ended up being was that they didn't charge us for a new seal for the new pump since we had already paid for one on the old pump and they could reuse it. They didn't charge us for labor to move the seal from the old pump to the new pump (which took literally 2 minutes...what labor would there have been anyway, really?). When I called them to ask about the refund I originally thought I was getting, they explained what they had really meant. The service dept manager also tried saying that his technician had told my husband to bring in the entire pump, which he had not...neither time! They NEVER mentioned that until we brought it back (note, that was two times they never told us to bring the entire pump). Clearly a lie from the service manager or a technician who wanted to cover his tracks for not being completely up front about what we needed to do.\r \r The customer service at this place is surely lacking. They do not give all options up front and will not work on refunding any money for work not properly done when it is THEIR fault for not giving you the proper information. Compromise will keep you customers, R&S! You've lost this one. Even a small adjustment on the bill would have kept me happy, but I will never set foot in this place again after the way I was misled, lied to, then yelled at over the phone when I inquired about the refund. In my experience, their customer service people are completely belligerant with a ""my way or the highway"" attitude. Go here at your own risk. more

I live near one of their competitors and after finding R & S, I can't go in those places. They are by far the happiest and most helpful store there is. They tell me what to do with my pool water and it always looks great. Great on repairs too! My husbands best friend turned us on to them about 6 years ago. more

I have been dealing with R & S for no less than 20 years. Had a pool then a spa. These guys know it all, and will give you help and spend time with you analyzing anything from water problems to pump repair. This is the busiest pool store in town and still able to help you on a one to one basis. I will bet that the other complaints are either competitor or a customer wanting work for nothing. Nothing but praise from me for years. more

Been going here for my spa for years, they always have what I'm needing. I live south, wish they were closer, but worth the travel. Got a new pool this last summer and got the same good treatment. They tested my pool water and helped me learn how to take care and keep it clean. All the counter people are nice. Hard to get through on phone sometimes. Pros: null Cons: null more

Please read reviews on this company before you conduct new business with them, I wish I had. Took me for $200.00. I was told one price by the service tech as he did the repairs then was billed for $200.00 more. When I contacted them about this "additional charge" they stated that the way it was. They just lost hundreds of dollars of future business. more

My experience with R&S was one of the worst I have ever had with a company. I bought a small used spa from somebody from craigslist and saw that R&S was company who used to perform service on it. My first visit to purchase chemicals and filters, I was told that they no longer manufacture the filter that I needed to work with my spa. I was sold another filter, for $30 that did not plug into the socket like the previous one and was told to just toss it in the compartment and let it float loosely in there because it would still work. Come to find out from the manufacturer, the filters are still made, and the hot tub would not function properly if I did not have a filter that plugs in to the socket. My experience continued to get worse until R&S took me for another $150. My spa stopped heating, so we narrowed it down to the pressure switch. I was sold a new switch and told that I should not touch the pressure settings on it because they were set to where they needed to be. After installing more

R&S took me for hundreds of dollars. I was sold a new pressure switch and told that I should not touch the pressure settings on it because they were set to where they needed to be. After installing the switch, my spa was still not functioning. I called R&S and was told that they needed to send a technician to my home and it would cost me $75. They said they would need my credit card number over the phone before they could send the tech. The next morning, the tech came to my home and immediately tried to sell me a $250 circulation pump. I stuck my arm in the spa and told him that the pump was still working, I could feel it. He explained that it was not working good enough to engage the pressure switch. I told him that the spa is only $150, 2 person hot tub, and the manufacturer told me that the pump is weaker than most because of the size of the hot tub. He tried to sell me a $250 pump until he found out that he did not have the connector for it and could not cut the wires as it would void the warrantee on his pump. He was ready to leave when I asked him to look at the heater and make sure it was working. I watched him turn the dial on the pressure switch and then I heard it engage.. this fixed the hot tub. I was really upset that they made me hire their tech to come and turn the knob on a switch that they told me not to touch. Why would I spend $75 for a tech to come for 10 minutes and turn a knob when I could have just turned it myself, had they not told me to never touch it? The tech left my home and the next morning I got a call from Dan over at R&S. He told me in a voicemail that my charge would be $150 . $75 for the visit, and $75 for an hour of labor. Immediately, I called him back and explained that the tech was only here for 10 minutes and I should not be paying for labor since he didn't do anything but turn a knob and try to sell me a circulation pump to replace one that was working just fine. He told me that the minimum charge is $150. The night before he said the charge was $75 but now he went on to try and explain the cost of overhead for these sort of things. These guys lied to me to get my credit card number. They told me the cost was one price then then charged me another. They sold me a filter that was incompatible and lied to me about the right one not being manufactured anymore. They sold me a pressure switch and told me not to change the settings, then charged me $150 to have somebody come out and turn a knob to change the setting themselves. more

Great pool supply store....great customer service! Pros: I saved about $100 for a part I needed for my spa in Florida Cons: No cons here! more

I have nothing but glowing comments on the customer service that you get here. This is a family owned (?) and family run business and they want to win and keep customers by giving them the best products and the most superb service that can be had,, No matter how much you have messed up your pool, they can test the water and recommend the correct products to fix things up. Most importantly, they don't make you feel like an idiot! The store is huge with the best selection of all things pool and spa that can be found in the St Louis area.. There are other pool stores closer to home, but even with gas at sky high rates, I still go to R&S because I know that I can do one-stop shopping and get the best advise. This place is a true winner in a world of sloppy service. They also can recommend service people if you need more advanced help. I LOVE this place!!! Pros: Excellent service, knowledgible staff Cons: not open Sunday more

I have been a pool owner for 12+ yrs...R and S is the Mecca for metro St.louis...the parts and service dept.can not be matched...i do all my own mntnce. i get what i need for repair when i need it. i am a handy person but never dreamed i could break down my automatic equipment ...Now there is nothing I won't fix,because R&S gave me so much support...nuff said Pros: parts on demand Cons: no sunday hours more

Set up a used 28ft pool last year. Other stores were down right snotty when we started asking questions,because we didn't buy our pool from them. But then we found R&S pools and they were great. Pros: Never to busy for questions Cons: don't forget to get number when you walk in more