Ultra Modern Pool & Patio

Not impressed with their "after the sale" customer service. Bought a new Hotsprings Spa in March and the front panel was damaged in shipping so they did a warranty and order a new one. A few weeks later they called to say it was in and I could come pick it up. I've been to the East store 3 times over several weeks time and every time they say it's at the West store, I live East side and got my tub there and told them I didn't want to drive across town to get it. Each time they said they would transfer it to the East store. Last time in I told them they can just deliver it sine they can'tseem to get their act together. It's.been almost another week now and still haven't heard anything. I'm sure I'll have to contact them again. Very poor customer service...its like once they sold me the tub it's a very low priority to take care of it. I wouldn't buy another one there.

Many of my friends have asked me if I feel better about Ultra Modern after my buying experience, enough to raise my score from a one star rating. Yes, I do feel better except for one very important issue. So that being said, I can only give two stars at this time.First, the Hot Tub arrived on time as promised. It also arrived with out a heating unit unbeknownst to Dennis, the installer. He had no ideal what had happened to it. But, a new one was located and installed later that day. Next, the unit started to leak a week or so later. John came out and quickly took care of the problem. I have no problem with these issues and how they were handled. What I do have a problem with is Rachel, I believe the store manager in Derby. We had a situation where we traded my steps plus $100 for a new set of steps. It did not work out so we canceled the trade. I have returned the steps and have gotten my old steps back. But, no word on the $100. So, to find out the status of the $100, I have done the following: *Left her a Voice Mail *Left her an E-Mail *Left word for her over the phone with another employee to contact me *Told the delivery person yesterday while he was here, to please have her contact me. All of these attempts have Failed to have her respond to my inquiry. Why? I simply don't understand it. When we met in person I thought everything was fine. I guess not. I am a repeat and a long time customer who deserves a simple courtesy of a return call. That is the reason for the 2 Star review. Despite the problems with the Hot Tub, I was very impressed with the quick response of the staff at Ultra Modern. I wish Rachel would do the same.

I was a long time customer of a competitor's store because I thought I could save a little money by going to a national chain. A friend turned me on to Ultra Modern and I could not be happier! The products at Ultra Modern are of such a higher quality and the service from the people is so much better that I have easily saved hundreds of dollars by using their pool supplies over the last 2 summers. The people in the store help me understand how and why to use pool products, and their "pool school" was invaluable in helping me understand how to maintain my pool and save money and effort. I am a very regular customer of the East Kellogg store because that is closer to my house, but I have been to all 3 stores and find myself just stopping in to check out what cool new furniture they have on hand. Just walking in always puts me in a good mood. PLUS...the people that run the place (especially Rita) are just the sweetest bunch you'll ever meet. Do yourself a favor and do business with Ultra Modern.

Disappointed. I'm guessing my 30k project wasn't big enough for them. We went last weekend about a swim spa and the entire time the lady was trying to talk us out of it. Then when she said she'd send us a estimate package we never received it. It's been 5 days and nothing. So I'm guessing that if you aren't willing to spend 60k for a full size pool they want nothing to do with you and shove you out the door.

I purchased my 2015 HotSpring hottub in September of 2015. I had concrete work to be completed, so delivery occurred in October. I had a fantastic purchasing experience. Everything was great until the day of delivery.At delivery, it was noted that some of the siding panels were indented by the shipping straps. I was informed that it was easy to replace the panels and that they would be replaced. Immediately after the delivery crew left I performed my own "walk-around" inspection and found that the installer had misdrilled the mounting holes for the cover lifter. There were now three holes drilled into the skirt where he had mis-positioned the mounting arm. He neglected to inform me of this when it happened and I was left to discover this on my own.I took pictures of the holes in the skirt and emailed them to my sales rep. That email went unanswered. Several weeks passed with no information regarding the repair of my cabinet. Finally on November 24th they came out with new panels to repair the cabinet. They arrived with around four cut to length slats to repair the damage. They removed the front access door and attempted to remove the lower slat from the rest of the door. These slats are glued together. They beat on the back of the door with a hammer and chisel. When it was all over they had broken the lower slat, chipped the vertical trim end and stripped out a threaded insert by overtorqueing the screw because all they had was an impact drill. They had no saw and no ability to cut these "cut to length" pieces into a piece that would cover the new opening from the panel they broke. I got out my jigsaw and we cut a slat to "temporarily" cover the broken lower slat. That "temporary" fix is still in place five months later.In December the service manager came to inspect the tub damage. He apologized and promised to get it taken care of. He cautioned that my tub was functional so please be patient due to it being winter. No problem. I waited until February. They called me. Not with any kind of update on my tub, but because they were having a chemical sale. I asked about the status of my tub. There was a lot of activity that day with multiple phone calls. The parts manager called me and apologized for dropping the ball. He had never ordered my parts. Again I was promised this would be taken care of. As I sit here in mid-April, no repairs have been made and no update has been provided.