Pools and Spas

We had purchased a hot tub 3 years ago from Milford Pools and Spas, didn't have any problem with customer service. They were very responsive at that time. We wanted to upgrade to a inground pool and spa combination. We called multiple times and never received a call back. Absolutely no customer response. We went with a Seaford company and the results have been excellent.

The first subcontractor we saw was the shot crete guys to shoot the pool. The owner of Pools and Spas Mark spent half the day here to be sure they got the steps right. All top notch work so far.

Pools and Spas internal and external staff were customer focused and took the time to explain their processes and answered questions I had. Great job!

Mark Pinocchio Henderson is a thief. Look at what he did to my daughters beautiful back yard. That was an $80,000 in ground pool which he installed 5 years ago and it collapsed due to his shoddy work. The concrete cracked within a week and when he tried to repair he did not back fill it and it collapsed into the pool as the pictures show. He swore the only way it could happen is the pool was empty but he never even got off his fat rear end to come out and look at the damage which obviously means he knows it was his fault but doesn't care. We are suing him in order to get a new pool. NEVER EVER HIRE PINOCCHIO HENDERSON UNLESS YOU EITHER ARE OR KNOW A GOOD LAWYER. HE IS A THIEF.

My husband and I, as well as their own employee, have sent photos and tried repeatedly to reach the manager AND owner about damage done to our rubber pool deck by spilled chemicals during weekly maintenance (both the maintenance and the deck aren't cheap). We have completely been ignored and blown off. No call backs. No email responses. Despite repeated assurances we would hear from someone.

But they've called me three times to pay the "outstanding" $70 chemical bill I've only been in receipt of for less than a week after it was postmarked on October 14th. Oddly enough just this morning I was assured once again they'd be reaching out about this issue of damage and while I haven't heard back from anyone about that- I get this message to "rate their business". It's so bad it's almost funny!

Not sure how a company can operate or survive with such terrible customer service. They seemingly intentionally blow off customers and never return calls. Nobody from management is ever available, even via email you can't get any acknowledgement or response. We have a contract with this business for pool service (opening/closing/maintenance) that the previous homeowners also had.

On 9/1/2021 the fill-in crew that came out spilled chemicals on our rubberized pool deck causing damage. The same day we contacted the company advising them of this damage and received no response. Here we are two months later with endless calls and promises of a call back on top of emails and zero response. Even when our usual tech came back out he also observed the damage, took photographs, and sent them to the owner and told him to call us- still nothing! It's almost comical that they recently called me THREE TIMES about an "outstanding" bill for said chemicals (just over $70) that had been postmarked only a week prior.

I put $20k on an above ground pool. 3 days later Bob James said the pool I contracted for had to be put in the ground for an additional $7.5k. I said I would think about it and other options. Several days later I asked for my deposit back because I wasn't ready to decide. Bob James refused to give me my money back stating that it was passed 3 day contract limit in Delaware so he cashed my check.

I reminded him that his company could NOT deliver what I paid for so the contract was void from the get-go, and that the check should have been returned immediately regardless if I chose a different pool. I had to have my lawyer intervene to get my money back. Unethical and illegal business tactics. My feeling is that he would not have done this were I a man but in any case as the saying goes "caveat emptor".

We bought our hot tub from this company. Shortly after it was installed, the lights did not work. Instead of getting a new hot tub, the company sent someone out to take it apart and fix it. Our new hot tub was no longer new. Months ago, we ordered a new cover from the company. We were told that due to Covid, it would be a while for it to be delivered.

We were okay with that and paid the required half down. We paid $424.50 on 3/31/21. After several months, we called numerous times to get updates. Each time, we were told that they would check on it and get back to us. But, this company never contacted us. Finally, we had to demand a refund.

The staff and crew from Pools and Spas Unlimited of Milford have been amazing throughout every phase of our pool build. I have recommended them to everyone we know and will continue to do so! I can't thank them enough for everything! We could have chosen anyone to build our oasis in our backyard and we made a great choice!

I want to thank and compliment Pools & Spa Unlimited, first their knowledge and unbelieveable products. My husband and I had our pool installed 2004. Completely awesome! Has been enjoyed to the hilt along with the outside kitchen. The durability of great work definitely proven. We now in 2021, upgrading, their crew came this morning installed the new filter system accomadating and replacing our other but so impressed by the courtesy given and requests satisfied with no hesitation cant wait till the new liner and salt system is complete but even more impressive when Mr Mark Henderson owner accompanied by staff took measurements heard my poor roar from my aged long-lasting filter which did us tremendous justice needed to be put to rest. Low and behold hey hey a knock upon the door and as described above. Removal, installation impeccable. Totally awesome my pool Angel's Thank you sooooo much!

Bob James is terrific. He keeps you apprised in every step of the pool installation process. They work with you financially. They don't try to sell you unneeded stuff. They realize the pool is there to be enjoyed. It's not a symbol of aggravation and overspending disappointment. Mandi is the master at scheduling to pool completion.

Very disappointed with service. Hot tub was leaking. Service was done. Replaced heater; hot tub still leaked. Heater was not used, but installed. Decided not to spend any more money on hot tub. Asked for refund on heater since it had not been used. Refused, stating the policy on no refunds for electronic parts. Cost $420 for nothing and now have a brand new heater which is useless to us.

Pools & Spas Unlimited are amazing! We have been working with them for many years and their service is second to none. Their service is top notch and all their technicians are really friendly. They have great prices and treat you like family. I highly recommend them for all your pool needs. They give great advice and take pride in giving great service!

We decided to go with pools and spas unlimited. We have been extremely pleased with Bob and Mandi. They have been very attentive every step of the way and we can't wait for the concrete and pool to be completed. Very smooth process and we highly recommend them. Heather and Russ

We are absolutely thrilled with the Hot Springs hot tub we purchased from Pools & Spas and were impressed with both our salesperson and with the installation guys. What was a bit frustrating what that we were told when we purchased the tub that we would need to have the wiring connection and Hot Springs' proprietary shut off box installed when the tub was delivered.

After talking with two electricians who are highly experienced in doing hot tub installations, we realized that, in fact, it works best to have the tub in place BEFORE the electrician arrives as it is essential for him to see various safety concerns. In our case, the shut off box our builder installed needed to be relocated, a ceiling fan and outdoor outlet removed and a ground wire installed to address a nearby gutter. We're really glad we had the tub delivered, then the electrician, the electrical inspector to certify the installation and, finally, the Pools & Spas installer back to hook up the tub and give us a tutorial in the technology. It would make more sense to offer customers a subcontracted electrician along with the installation but otherwise we highly recommend Apple Electric from Rehoboth.

The staff here is friendly, very knowledgeable, & helpful. And I LOVE my hot tub. Installation team was very thorough & even cleaned up after themselves.

We are very excited to enjoy our brand new pool. They worked to get our pool in place in time to open this summer despite the challenges of weather. The pool turned out beautiful and they have been great about helping us learn how to get it open and up and running. We chose this company because they do both the pool and decking. They also came out to us for consultation as opposed to making us come to them. Overall, we have been happy with our experience with Pools and Spas Unlimited.

Heather and Bob are so knowledgeable and are extremely patient with my lack of knowledge. No question was too small. Our pool is GREAT!! The only thing better than our pool is the way Heather and Bob treated us. I can't be more pleased.

This is my second pool installed by Pools and Spas Unlimited of Milford. Everyone is extremely knowledgeable and trained to give the customers excellent service. They installed my first pool 17 years ago and second pool 2 1/2 years ago. Our relationship with them just gets better....

The neighborhood of Arnell Creek in Rehoboth has used Pools & Spas to take care of our community pool for years. Great service - great guys and pool always looks good. They are quick to respond to any issues - and their prices are competitive. Highly recommend!

Initial contact and appointment setup was satisfactory. Bob came to my home, assessed my property, and provided several recommendations for an in ground pool. I decided on a fiberglass pool based on cost, warranty, and ease of maintenance. After the quote was negotiated to a reasonable figure I made the deposit and the process began. From that point forward it was extremely difficult working through the various schedulers and management.

Communication between Pools & Spa staff, installers, and the customer needs significant improvement. Changes to the schedule were made without notification to me resulting in a significant inconvenience. When I approached the staff about communication issues I was referred to someone else, and then another, without resolve. This continued throughout the entire process of installation and delivery.

The installers: I can't say enough about the installers. They were extremely professional, considerate of landscape, cleanliness, and care not to cause damage. They were eager to take the time to explain exactly what they were doing as well as next steps. There was a significant delay resulting from a vendor selling my order of stone (for the fountain facade) to another customer who was in a rush. Pool's and Spa failed to notify me that the materials would not be available on the day installation was to occur.

When I complained, the manager became argumentative and rude. I was not in a position to combat the situation as I had already submitted full payment. Overall, I'm extremely satisfied with my pool, fountain, and concrete work. However, unless Pools & Spa's Unlimited improves its business process and management staff I would not use them again nor recommend them to anyone.

Poor customer service. They lack knowledge of there hot tubs and are very unprofessional. Look into other dealers. Avoid Bob and his I don't get a crap attitude. You have been warned.

Horrible company to deal with. They'll sell you a pool and then you're on your own. Service woman will not return your call. When I finally did get her on the phone I was told a simple service call would be $600 even if they looked at the problem and couldn't fix it. $600 with $300 in advance just to show up. They started selling dog supplies a couple years back, my guess is because their pool business isn't going so well. Dover Pools is right up the street.

Would really love to have the opportunity to speak with the Hendersons regarding the customer service or lack there of. So very disappointed, hopeful they can turn our situation around.

ADDITIONAL DEVELOPMENT - Pools and Spas Unlimited, Milford, DE When, Mark Henderson owner of Pools and Spas Unlimited, was made aware of our situation he immediately called us and apologized and said our situation was unacceptable. He paid our cost for repair of hot tub and hoped that we would continue to use his business and we would most certainly do that. Thank you Mark

So happy with our Radiant pool from Pools and Spas of Milford. There crew was fast, friendly and knowledgeable. My pool went up in 3 days and the water has been the perfect temperature from day one. The staff are friendly and helpful and there to talk you thru when you have questions. Where else does the manager give you their personal cell number and responds to your texts on the weekend? The personal attention this company provides sets them apart from the others. If you are shopping for a pool, look no further!

So happy with our Radiant pool from Pools and Spas of Milford. There crew was fast, friendly and knowledgeable. My pool went up in 3 days and the water has been the perfect temperature from day one. The staff are friendly and helpful and there to talk you thru when you have questions. Where else does the manager give you their personal cell number and responds to your texts on the weekend? The personal attention this company provides sets them apart from the others. If you are shopping for a pool, look no further!

If you are looking for a company who has pride in its workmanship, wants your full satisfaction, and won't leave you hanging after you pay them for the work, then you need to use Pools and Spas Unlimited of Milford. I had a new pool installed and my experience with this company was fantastic. I made the right choice, no regrets with these wonderful folks.

The worst experience of my life. I have owned 4 houses, built two of them, had two pools installed, made additions, modifications and dealt with countless contractors in my life. PSU of Milford is the worst. Promise you the world, dig your pool, take your money and promptly forget about you. My pool was dug and filled on April 30th. It is June 4th and I have no hopes of getting concrete around said pool until at least June 18th MAYBE they say.

There is mud in my pool everyday even though no one uses it. I have to walk through mud to get to my pool to clean it so the liner isn't ruined. How can this be acceptable to anyone in the pool business?

Should just go out of business and save others the heartache! They were like our best friends when we were buying our pool, but after installation a few years later when we had an issue, they were all excuses and made us feel like complete morons. Worst experience ever and after talking to other pool companies, we realized we were taken for a ride! STAY AWAY

We purchased a salt water spa here. Great, personable staff who were well versed on all their products. Bob James was so helpful going through the process of delivery and ensuring there would be no problems!

Great place we really like it here. Well trained staff, both service technicians and in store. Nice variety of pools, hot tubs and chemicals as well as accessories. Reasonable pricing and yearly sales. Convenient in and out and plenty of parking. If we could rate this place a 6 we would.

I am writing to let you know how absolutely thrilled we are with the start of our new pool. We have worked with many contractors in the past but none have come close to the professionalism and quality workmanship your company has provided. The construction of our pool was completed quickly and flawlessly. I would personally like to thank Mark, Bob and Mandi who assisted in the project and was on top of the project every step of the way. I also appreciate that Pools and Spas Unlimited actually calls you back every time you call them.

People, process, product... That’s Pools and Spas Unlimited!

Extremely pleased with our pool from Pools & Spas. The entire company is extremely knowledgable and efficient from top to bottom. In my 47 years in business this was the first time I have seen a crew of 7 guys work non-stop installing a pool without even one guy asking questions on what to do next. It was amazing. Very professional company and very friendly. Our sales guy Bob James knows his pools and was great to work with. Highly reccomend this company. Even the paver installers were quick and proffessional