Pride Pool & Spas Inc

If I could give them zero stars, I would. This company has some of the poorest customer service I've experienced in a long time. They don't call you back despite saying they will. You must continuously call them. They don't want to hear the customer frustrations, they simply make every excuse as to why "you're being unreasonable". They continuously cut you off when you're speaking. I can go on and on, but I think the point about their customer service is made. Our specific issues began when we purchased a pool from them in May and were told it would be installed by the end of July but that they couldn't give an exact date yet until it was in their system. I called back a week later and was told the date would be July 21st. I called again in late May to make sure everything was still on track for July due to the amount of rain we have had and was told that, yes, everything was still on track for July. Around the last week of June I called again to make sure everything was still on track and to see if I could get a time they would arrive on the 21st. I was told everything was on track but that they didn't give an exact time until the week of the install. I called again on the 10th of July (approximately 1 week before the scheduled install) and was told they would call me back by the end of the day. An hour before closing, I still had not received a call so I called them back and was told the lady had left for the day and would have to call me on Monday (13th of July). I waited until noon on the 13th of July and still had not received a call so I called them only to be told that our pool hadn't come in yet and they'd been having troubles getting pools in. I said they had until the 21st for us to have a pool or a refund and she said okay. I called back today to ask the status of the pool and was informed that they only recently started getting pools in again after a little over two months of not getting any in. She thought they "might" get ours in by the 31st of July but that it would be at least 2 1/2 weeks after that before the pool would be installed due to their backlog. I said at this point I want a refund then because we have been lied to through this entire process. She then informs me that "that's fine, but there will be a 15% restocking fee". This is not acceptable when the company has lied to us and demonstrated exceptionally poor customer service practices since day 1. We are not cancelling the order due to a change in date, we are cancelling the order due to the lies! Additionally, upon review of the contract, it states that "if for any reason that the swimming pool can not be installed and we Pride Pools are not notified in advance before the installers arrive not only will there by the above fee there will also be a restocking fee of 20% for the swimming pool, liner and if anything else has been special ordered." NO WHERE does the contract state there is a restocking fee if they haven't received the stock and, per Kelly on my conversation today, they still have not received the stock. In addition, it states that the fee is if you don't call in advanced and the installers arrive... UPDATE: I was called by Kelly and informed that they would "make a deal with me", if I would delete my Yelp review they would refund my money in full. I informed her that I don't like bullies and know my rights as a consumer and that they would refund my money in full or I would get an attorney involved and they would end up paying more to me and the attorney than I paid for the pool. She then said that she is not trying to bully me into doing anything and that they would refund my money in full and were simply asking that I delete the review. She told me I must go in to the store tomorrow for them to refund the money to my card. We shall see how that goes. FINAL UPDATE: I drove to their store today as requested to get my refund. When I got there, I was told for an associate that I would have to wait for her manager to arrive and that they would be there in about 5 minutes. 10 minutes later, the manager arrived and they tried, again, to say there would be fees for the refund. I told them they could refund my money in full or they would hear from my attorney. The store manager then decided to get argumentative with me trying to goad me into being confrontational by acting like I was getting loud with her until I informed her I was recording the entire encounter. She then changed her tune and told me she would have to contact someone for approval. She made a quiet phone call that neither I nor my recording device could pick up and then said that she was told to refund my money in full. Overall, this company is overpriced, deceptive, and unethical in their practices. Don't waste your time or money with them!