Family Pools & Spas, Ashland OH

Terrible! Terrible! 1/10! I do not even know where to begin. First they came and sized my pool heater for a replacement. Then recommended a pool heater that was twice as much as others. I trusted they were professionals and went with their suggestion. After installation I look at the pool heater and the exhaust is not connected. I was told AFTER installation I’d need a separate contractor to complete this work. So my heater sat while I scrambled around and found someone. After the exhaust was connected. The heater wouldn’t run due to the electric not being connected properly. Gmail pools and FPAS came out and corrected this.a few weeks after the heater was running, a small sensors went bad. Instead of just coming and repairing it. FPAS avoided my phone calls and would not return my messages until I called them from a different number. Then I received the run around about a simple repair, that took them 2 months to complete. Next the new pool Heater stopped working. I called and was told it’s a common problem and they would order the part. Two weeks have gone by and still no part and the dodging of my phone calls again.

They really deserve 6 out of 5 but will have to settle for 5 since that's all the more Google will allow. I've been going to a different pool supply store for many years now because of its location near mansfield but the service there finally sent me over the edge to find another pool supply store. Man, I should really stop by and thank them because without their terrible service, I never would've looked up Family Pools and Spas. From my first phone call to them to my first visit to the store, their service and knowledge has been impeccable! They're a true family run business and actually care about the condition and quality of their customers pools. No more of the "I'm here for a paycheck" mentality I found all too often at the other store! I have to drive considerably further for my pool supplies now, but its so worth it! Thanks, Family Pools and Spas, for reminding me of what it looks like when you have a vested interest in your business. Keep up the great work and I'll see you in the spring with my water sample when we open up our pool!

This places customer service is horrendous. Horrible communication. They left my hot tub unattended for months.h No I'm stuck with a bill and a hot tub that doesn't work. Steer clear from these guys

My husband went into family pools and spas for a pool issue we were having and he said that the service is 5 stars excellent service he is not going anywhere else. Said the customer service is excellent!

So helpful and personable! Full stock of all supplies for my spa! Great service!

I highly recommend Family Pools & Spas. We've purchased a hot tub and a 24' pool from them as well as had them do all the service work on our hot tub. They are extremely professional, do an excellent job and really care about the customer. I also highly recommend the pool installation company they use. The crew was very friendly, timely and took the time to go over the install with us.

I always get the help I need with my Hot Tub chemicals and repairs. It's nice to have found a place that actually knows what they're doing.
Thanks ladies!