Complaint Review: The Family Spa and Pool Place - Kingsport TN

Company/Owners/Installer refuse to fix pool liner/pool base/pool sides after issue developed 8 days after initial install, 3-4 days after paid in full.

Purchased above ground pool Co-Owner Mrs. Tracie Webb Sales Representative July 2019, install complete August 16, 2019. Paid in full $9,200.00 August 21, 2019. The following weekend August 24/25 2019 pool floor developed 1ft. x 1 ft sunken place pool floor.

Owner Tracie Webb tells us no worries continue to use pool, husband who installed Jeremy Webb would fix @ later date. Owner Jeremy Webb comes out to view sunken place in floor liner stating "Act of God", these things happen.

Advised by Owners Tracie/Jeremy to drain pool completely would come out to fix. Pool drained completely Saturday October 5, 2019, advised Jeremy as he requested. He sarcastically tells me will try to get out by Tuesday, not as initially saying would be out immediately after drained.

It rains Sunday October 6, 2019, more water in pool. Jeremy Webb then texts saying coming Monday morning. Jeremy works on pool for approximately 55 minutes texting to me to refill pool. At pool re-fill liner floor develops multiple wrinkles @ repair plus 20 more thru out pool floor.

Eventually liner pulls away from @ top of pool in multiple places. Pool filled only 1/4 of the way when new issues appear. We stop re-fill pool immediately, side walls too buckling around entire pool. Swimming pool completely destroyed. Owner/Installer Jeremy Webb states contact home owners insurance.

Further contact to Mr. Webb refused, claiming harrassment. We paid Mr and Mrs Webb $9,200.00 because they claimed to be Christian company with years of experience. This has turned into a nightmare experience. We have pictures etc. to uphold this claim.

ANYONE looking to do ANY business with this company please note BUYER BEWARE. They will not stand behind work, will not follow State/County/City guidelines (i.e. no building permit purchased). Too before using bulldozer did not use "Call before you dig" services (Severed Spectrum internet cable line to home) w/bulldozer.

Receipt show Owner Mrs. Tracie Webb "waived/discounted" State of Tennessee sales tax in the amount of $874.00 (see attached img file). By foregoing above mentioned issues would be surprised if they have adequate business license/insurance... 

Consumer's Desired Resolution:

We are going to have to hire someone to fix pool floor, install  new liner, fix buckled sides. We cannot trust this company to do anything. They have shown true colors. We are going to to hire a "professional/reputable" Pool Company to fix pool correctly. W

e are looking @ OWNERS Mr. Jeremy Webb, Mrs. Tracie Webb to admit to lies, installation shortcomings, incorrectly prepping pool base, compounding issue by stating they would fix our issue/problem, then Mr. Jeremy Webb coming out for 55 minutes completely destroying pool liner, pool base, pool sidewalls...Too, was instructed to completely drain pool, repair was going to be a quick fix, no worries.

The day drain completed, Owner/Installer Mr. Jeremy Webb contact changed from wanting to help address poor installation/repair issues to confrontational, refusing to accept responsibility for damages caused @ install and described 55 minute repair. 

Looking at filing suit asap, filed complaint with BBB of East Tennessee. Will be following up with all other County/State/National Organizations that are applicable as well...