Aurora Pool, Spa & Billiard Gallery

​I would give Aurora Pools and Spas zero stars if I could. They were hired to come to my house and do a full pool opening. To be proactive and clear, I even sent them pictures ahead of time showing exactly what the pool looked like so there would be no surprises. ​When they finally arrived, they claimed they couldn't do the job and that it would take "multiple trips" instead. Look, I understand this is an incredibly busy time of year for pool companies, but they obligated themselves to this job. Instead of honoring that commitment, they had the nerve to charge me $250 just to pour a single 16-ounce bottle of algaecide into the water and walk away. ​To make matters worse, their customer service is a joke. I have tried calling them multiple times to resolve this. Every single time I get transferred to the service department, the phone just rings and rings until it finally disconnects and hangs up on me. ​Avoid this company at all costs. They will happily take your money, refuse to do the work they agreed to, and then ghost you when you call them out on it. *edit, the company had been sent pictures prior to the appointment*

What a great experience we had shopping for our hot tub! A special "Thank you" to Chris!, he was an excellent salesperson! He was patient and answered all our questions! He was polite and he is the reason we just went ahead and purchased from Aurora! June 2026 Cheryl & Arthur Davis

Good afternoon I would like to write a review for Chris Hensley at Aurora Pool and Spas. My family and I recently were in the market for a new hot tub. We decided to go to Aurora, where we meet our salesman Chris Hensley. Chris was friendly, knowledgeable, and eager to assist us in our purchase. Chris took the time to explain all our options according to our personal needs, and we are grateful for his assistance with the purchase of our new hot tub. Thank you Chris 😁

i’m not typically someone to come on and complain nor bash a business or bash a person, but I really feel like this needs to be talked about. last February my mom had bought a pool from Aurora pools in Knoxville, Tennessee. we enjoyed this pool all summer last year! Fast-forward into this year, we had some storm damage done to the pool. nothing major just the liner was a little bit messed up as well as one of the legs to hold the pool up. I had called Aurora to let them know what had happened and they informed me that they would be having one of their installers call me back. An installer called me back and I had been sending him pictures. We had been communicating back-and-forth. we were doing everything we could to refrain from draining the pool as it is a very large pool. I was told by the guy that had called me back from Aurora to drain the pool to ankle level so that they could get the leg back on the track and that he would be out the next day to look at it. I informed this guy that there is no way the pool was going to be drained by the very next day and received no response as well as him not showing up to look at the pool either. as soon as the pool was completely drained, i messaged him to let him know. also did not receive a response back. Fast-forward a few days, we had some storms come through, which then destroyed the pool even more because there was no water in the pool to hold the walls up. At this point, I’m pretty angry so I call Aurora again. They tell me that the guy that reached out to me was a subcontractor and that they are not responsible for him telling me to drain the pool. (mind you this was who aurora had call me). This pool has not even been up a full year and I’m being told that I have to file this under homeowners insurance when i had just simply asked them to come out and fix it and i’d pay them 🫠 BTW the last picture here is after the fact we drained it as we were told and a storm came through and absolutely destroyed it due to them not coming and fixing it so we could fill it back up with water. Mind you, My mom specifically said it would destroy the pool with no water in it. Moral of the story, do not buy from aurora. They are super rude and aren’t taking any accountability for the people they hire to install pools 🙃

ANOTHER UPDATE 8/29/25: Still waiting on those deeper rings that you stated were on order. Again, your company does not stand by your word. You continually talk about the dirt not being finished, but you are missing the point about it being spread all over the place instead of where it should have been. Also, I do believe the contractor that sold us the pool did so under false pretense and was fined by the state for having a different name on the contract. Maybe your customers can look it up under contractor license lookup for 69499 and see the consent order that was issued. UPDATE: To you responding, the dirt was not supposed to be that close to the home and Sean said that he would have it moved when he came by the day the concrete was being poured. You created the drainage problem. It was never there before the pool was installed. Your people spread the dirt all over the place and packed it. Per your contract, it states that grade is to be done to a maximum of six feet from the pool and clearly you can see the drop off where the pool pump is. Bill stated that he was coming back to finish the grading and never showed. We have never asked for landscaping, so stop trying to make excuses for your shoddy craftsmanship. Why could nobody call about these so called parts being ordered? Phones were invented, so try and use them to keep the customers updated. Quit making excuses, period. People are clearly getting tired of businesses not completing work that was agreed upon. Would not recommend buying a pool through this company, as they use Knoxville Pools to install the pools and they will not complete the work and will leave a mess on your hands. They will not return phone calls either.