Aurora Pool Spa & Billiard Gallery

Contract signed with Aurora Pool and Spa in Knoxville to install pool, decking, walk way, and retaining wall on March 25, 2016. Work began on June 14th 2016. Spoke with Jeremy, the contact at Aurora concerning long wait time for installation. Pool arrived and was placed in ground without problem. The retaining wall was installed then the pool crew came back with a bobcat and placed rock and dirt behind the wall. The concrete contractors arrived and poured decking and walkway and dumped the remaining concrete in our yard. We noticed that the concrete surround was missing part of the white water barrier guide and the metal attaching the guides were still exposed surrounding the lip of the pool. The concrete walkway was not roughed and was and still is very slick. After debating this with Jeremy on several occasions and discussing disputing the payment for sloppy work, A Bill Bond was sent to inspect. Mr. Bond stated in front of us that he could apply a sanding treatment to the walkway and hand sand the rough exterior surrounding the pool (also removing the metal staking for safety) but would have to completely redo pool surround to fix white form at water line. He installed bathroom caulking around that area of the pool to make it more aesthetic. He asked if we were happy with the work and we told him at that time that it was not done properly and we were not happy with it. We made several complaints which were never followed up by the Manager or Owner. 10 months have passed. We are attempting to build a pool pavilion, however, the engineer said the wall was bowed and has moved 3 inches where obvious water is seeping through. There is a large crack in the pool decking exactly opposite of the wall bow. The contractor communicated that a drain would need to be installed to keep the integrity of the wall and possibly the wall would need to be removed and rebuilt to keep the wall from crumbling into the pool. He videoed movement in the wall in the area of bowing. Light is also seen through the wall and this should not be happening if properly back-filled. After 3 attempts to reach Sean at Aurora, he called and stated that it was all completed properly and it was our problem not theirs. We have received a quote of $8,000 to $10,000 to fix what cost us that to begin with. We have photos and videos of all issues that we reported.

We have had a very good experience buying our Hawaiian Breeze Spa from Aurora of Knoxville TN and we love it.. the staff were very professional and nice.. they answered all of our questions and gave us helpful answers with getting set up..I recommend them and wouldn't change a thing with our purchase.. the price was also good.. Thomas Younts and Kim

We have had a very good experience with Aurora! The staff is very friendly and professional and gladly answer any questions we have.... We love our new Hawaiian Breeze Spa!

Rude staff,I was told that they were too busy to help match a part for my pool n also was told that if I did not buy my pool there then they could not help me with parts for my pool,go to Campells pool and spa they were great

Great staff, you can take your time with no pressure. Good stock. I bought a Hot tub and a steam sauna, good prices.

My Sundance spa completely quit working over the weekend (mid-February) but luckily the temperatures were going to be above freezing for a few days. I called for service Monday at 10:30AM & was told I would get a return call either Monday or Tuesday AM. I stayed off work Tues, but no call, so I called back at 1:30pm. No one knew I had even called and I had to leave a message with Ken. He finally returned my call after 4:30 but to no satisfaction. He came up with these excuses while stumbling over his words: 1) we don't sell those anymore; 2) it could be many differerent things; 3) I'm really busy; 4) that's a long way, I'll be up that way on a service call, but I'm really busy, and that's a long way. He said he "might" be able to work me in Thursday but he would have to wait and see. After telling him temperatures are to drop into the teens Wednesday & not return to above freezing for several days, he told me to just put a space heater outside. I told him I would find another dealer.