Swimming pool supply store · Portland, OR · reviewed since 2014
iHow the Experts Score is calculatedEach factor is scored 0–100 on absolute terms (standing in the category can only raise it), then weighted; problems flagged in review highlights or a recent slide in ratings are subtracted:Satisfaction 64%58+36.8Reliability 28%67+18.9Replies to reviews 8%90+7.4Momentum penalty84−1.6Experts Score= 62Not enough data for value; its weight is shared by the others.Grade B: A = 80+, B = 60–79, C = 40–59, D = 20–39. Needs 10+ reviews.62SCORE
BGradeiLetter from the Experts Score: A = 80+, B = 60–79, C = 40–59, D = 20–39, F = under 20.
#7 of 9 spa repairiPosition by Experts Score among all companies we track in this category. · better than 25%
4.5★★★★★112 Google reviews · 14 photos
72%five-star reviews
4.36★last 12 monthsiAverage stars on reviews from the last 12 months only.
5%1–2★, last 20 reviewsiShare of 1–2★ reviews in the last 24 months — or the 20 newest reviews when the company had fewer than 20 in that time.
Customers frequently praise the store's knowledgeable staff, friendly service, and free water testing, noting that employees provide clear, pressure-free advice and detailed instructions for pool maintenance. Recurring themes include helpful product recommendations and a generally positive in-store experience. However, several low-star reviews highlight a pattern of inventory inaccuracies, where customers are informed a part is available only to find it missing upon arrival, alongside complaints about high service costs and perceived over-selling of chemicals.
Google rating: 4.5 out of 5 from 112 reviews (72% five-star).
Reviews on this page: 112 Google reviews (74 with written comments, 2 with photos).
Owner responses: the business replied to 79% of reviews.
Most recent review: September 30, 2026.
Service: Spa Repair Service serving Portland, Oregon.
Data from Google, last updated November 3, 2026.
Score profile vs other spa repair
Score per factor (100 = best)iEach factor is scored 0–100 on absolute terms (star average, share of 1–2★ reviews, price verdicts…); standing within the category can only raise it, never lower it.. Strongest: replies to reviews and momentum; weakest: satisfaction.
The Pool & Spa HouseSpa Repair median0 = centre, 100 = best
SatisfactioniSatisfaction · 54% of the scoreRecency-weighted star average (2-year half-life), shrunk toward the category mean by review volume; the company’s own lifetime average as the prior; absolute: 4.0★ = 0, 5★ = 100.The Pool & Spa House: 58/100 on this factor. Category median: 71.C
58
ReliabilityiReliability · 24% of the scoreHow rarely jobs go badly: share of 1–2★ reviews — 60% the last 24 months (or the 20 newest if fewer), 40% all-time; 0% = 100, 15%+ = 0; the category percentile can only raise it.The Pool & Spa House: 67/100 on this factor. Category median: 67.B
67
Craft & serviceiCraft & service · penalty only, up to −10 pointsGoogle review highlights: Quality, Professionalism, Responsiveness, Punctuality — how rarely reviewers flag them as a negative, per review since highlights began; 0% = 100, 5%+ = 0. Subtracted from the score (up to −10), never averaged in — clean highlights are the norm, not a bonus.Not enough reviews for this factor yet. Category median: 100.–
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ValueiValue · 14% of the scoreCustomers’ own price verdicts (Great / Reasonable vs Overpriced) and Value highlights; 65% absolute (all “reasonable” ≈ 80, “great” = 100), the category percentile can only raise it.Not enough reviews for this factor yet. Category median: 92.–
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MomentumiMomentum · penalty only, up to −10 pointsPenalises only a real slide: last-12-month average below lifetime (−0.5★ = 0). Still 4.8★+ over the last year, or steady/improving = 100. Subtracted from the score (up to −10), never averaged in.The Pool & Spa House: 84/100 on this factor. Category median: 100.A
84
Replies to reviewsiReplies to reviews · 7% of the scoreHow often the owner publicly replies to reviews under 5★ (1–4★). Needs 3+ such reviews, otherwise not counted; 65% absolute (80%+ replied = 100), the category percentile can only raise it.The Pool & Spa House: 90/100 on this factor. Category median: 49.A
90
Bar = this company · dark tick = category median.
Star ratings
112 Google reviews we collected
4.5of 5
5 stars8172%
4 stars1917%
3 stars54%
2 stars11%
1 star65%
Praise vs complaints
Phrases our text analysis found in 74 written reviews
99%praise
Praise6699%
Complaints11%
Topic share
How often each topic comes up in the written reviews
7topics
Staff & attitude4364%
Quality & results710%
Price & value69%
Would recommend46%
Speed & response34%
Honesty & trust34%
Communication11%
What customers talk about
We read 74 written reviews and marked every phrase about these topics. The same colors are highlighted in the reviews.
“Brian and Joe were incredibly patient and dedicated, helping us multiple times throughout the process of getting our pool ready.”
“Great service and great experience.”
“It's a little further of a drive for me, but worth it.”
“Everyone here is knowledgeable and very willing to provide to customer service, I highly recommend!”
“The last local pool supply couldn't get me out the the door fast enough.”
“They are honest about what you need and make suggestions but no pressure on purchasing.”
“They always print out and explain exactly what I need to do to keep my hot tub water perfect.”
praise complaint · found by our text analysis, Google review wording unchanged.
Recent reviews
TTimothy5 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a month ago★★★★
The store had a good inventory and selection of materials and supplies for pools and spa..... The staff was friendly and helpful
SSusanLocal Guide · 27 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 4 months ago★★★★★
They tested my water, laid out a plan with only the products I needed, gave clear directions on how to service the filter. I haven't had a pool in over 25 years, moved into a house with a pool. It felt overwhelming until talking with Harley. Thank you !
TTracyLocal Guide · 123 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · Edited 4 months ago★★★★★
Great customer service. The entire team there go above and beyond! So helpful and good advice
HHarry3 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 9 months ago★
Had the tech guy out to fix my pool heater numerous times. Many new parts then he tells me I need a new system, he says roughly $14,000. I didn’t get a bid bc I knew I could do it. I install the new pool heater for $3700 and asked them to come finalize the setup and they tell me now they don’t work on indoor pool…
JJeff4 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 11 months ago★★★★★
Just tried them after the pool store of i had been going to for 20 years closed and couldn’t be happier. Great service and great experience.Thanks!
MMaria3 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a year ago★★★★★
The customer service is on another level! Brian and Joe were incredibly patient and dedicated, helping us multiple times throughout the process of getting our pool ready. They are both extremely knowledgeable and professional—we truly appreciated their support!"
The store had a good inventory and selection of materials and supplies for pools and spa..... The staff was friendly and helpful
Response from the owner · a month ago
Thank you so much, Timothy! We really appreciate you stopping by and taking the time to share your experience. We’re glad we could help, and we hope to see you again soon!
Best,
The Pool & Spa House Team
T
Tony Nichols Sr.Local Guide · 7 reviewsiTotal number of Google reviews Tony has written across all businesses on Google Maps, not just this one.
Tony, thank you for the great review! We’re glad our team could help. We’re always happy to provide free water testing and help keep your pool or spa water looking its best.
We appreciate you choosing The Pool & Spa House!
Best,
The Pool & Spa House Team
D
DoruLocal Guide · 7 reviewsiTotal number of Google reviews Doru has written across all businesses on Google Maps, not just this one.
Thank you for your kind review! We're so glad to hear you had a great experience with us and we look forward to seeing you again!
— The Pool & Spa House Team
S
Susan ElseaLocal Guide · 27 reviewsiTotal number of Google reviews Susan has written across all businesses on Google Maps, not just this one.
They tested my water, laid out a plan with only the products I needed, gave clear directions on how to service the filter. I haven't had a pool in over 25 years, moved into a house with a pool. It felt overwhelming until talking with Harley. Thank you !
Response from the owner · 4 months ago
Hi Susan,
Thank you so much for your kind review! Moving into a home with a pool after 25 years can definitely feel overwhelming, and we're so glad you came to us for help! We'll be sure to share your compliments with Harley - she'll be thrilled to hear them!
Enjoy your pool, and please don't hesitate to reach out if you have any questions along the way. We're always happy to help!
– The Pool & Spa House Team
T
Tracy CalderonLocal Guide · 123 reviewsiTotal number of Google reviews Tracy has written across all businesses on Google Maps, not just this one.
Great customer service. The entire team there go above and beyond! So helpful and good advice
Response from the owner · a year ago
Thank you so much! We truly appreciate your feedback. Our team works hard to go above and beyond, so it’s great to hear that it’s noticed. If there’s ever anything you need, please don’t hesitate to reach out!
Best,
Chrystal
The Pool & Spa House
R
Ryan RooperLocal Guide · 243 reviewsiTotal number of Google reviews Ryan has written across all businesses on Google Maps, not just this one.
Go in with a list, come out with the pool chemicals for the summer.
Response from the owner · 4 months ago
Hi Ryan,
Thank you for the wonderful review! We're glad we could help make your summer pool prep quick and easy. Having a list definitely helps, and we're always happy to make sure you have everything you need to keep your pool sparkling all season long. We appreciate your business and look forward to seeing you again soon!
Best,
Chrystal
The Pool & Spa House
H
Harry Henke3 reviewsiTotal number of Google reviews Harry has written across all businesses on Google Maps, not just this one.
Had the tech guy out to fix my pool heater numerous times. Many new parts then he tells me I need a new system, he says roughly $14,000. I didn’t get a bid bc I knew I could do it. I install the new pool heater for $3700 and asked them to come finalize the setup and they tell me now they don’t work on indoor pool and equipment rooms. If you have issues try YouTube before calling this guy out. I’m on to another shop.
Response from the owner · 9 months ago
Thank you for taking the time to share your feedback. We’re sorry to hear that you were frustrated with your experience.
We hope you understand that our technician identified significant safety concerns with the existing heater and its location. Because the unit was installed inside the home, proper relocation and professional venting were strongly recommended to reduce the risk of carbon monoxide exposure and other potentially life-threatening hazards. Our recommendation and rough projection reflected the full scope of work required to bring the system into compliance and ensure the safety of everyone in the home.
For liability and safety reasons, The Pool & Spa House does not service or finalize work on indoor pool heaters or equipment rooms that were installed or modified outside of our scope or that does not meet safety standards. This policy is in place to protect homeowners and their families.
We respect that some individuals choose to pursue alternative solutions, but our company will always prioritize safety, proper installation, and long-term reliability in the recommendations we provide. We appreciate the opportunity to evaluate the system and wish you the best in finding a solution that works for you.
-The Pool & Spa House
J
Jeff Marsh4 reviewsiTotal number of Google reviews Jeff has written across all businesses on Google Maps, not just this one.
Just tried them after the pool store of i had been going to for 20 years closed and couldn’t be happier. Great service and great experience.Thanks!
Response from the owner · 4 months ago
Thank you so much for your kind review, and please forgive our delayed response! We're honored that you chose us after being with another pool store for so many years. Hearing that you've had a great experience with our service means a lot to our team. Thank you for your support—we look forward to helping you enjoy your pool for many seasons to come!
Best,
Chrystal
The Pool & Spa House
M
Maria Cecilia Conner3 reviewsiTotal number of Google reviews Maria has written across all businesses on Google Maps, not just this one.
The customer service is on another level! Brian and Joe were incredibly patient and dedicated, helping us multiple times throughout the process of getting our pool ready. They are both extremely knowledgeable and professional—we truly appreciated their support!"
Response from the owner · a year ago
Thank you so much for the kind words! We're thrilled to hear thatJoe and Brian provided such excellent support throughout your pool prep process. They truly care about helping our customers feel confident and taken care of, and your feedback means a lot to the whole team. We appreciate you taking the time to share your experience—enjoy your pool!
Best,
Chrystal
The Pool & Spa House
K
Kev WLocal Guide · 89 reviewsiTotal number of Google reviews Kev has written across all businesses on Google Maps, not just this one.
Employees have all been very helpful anytime I've gone in.
Response from the owner · a year ago
Kev, thanks for taking the time to leave a review! We're so glad to hear you've had great experiences with our team. Providing friendly, helpful service is always our goal—we appreciate your support!
Best,
Chrystal
The Pool & Spa House
