Much like Lewis M., this review is based on an experience I had with this company and Darwin. Not only is the lack of communication atrocious, but when I finally spoke to him, he was rude, unprofessional and socially awkward.
Before I get into details of my events, I will jump ahead for a second and tell you that I will not be using Deepools as a contractor assigned by First American Home Warranty (FAHW), and I was assigned a new contractor. That contractor Unified Contractors out of Upland, CA. A quick Yelp review of that company revealed a person named "Eduardo G" left five start reviews, for both Deepools and Unified Contractors, on the exact same day (03/07/2025), and even referenced the same issue that was fixed by both companies. (see attached). That seems almost impossible. Judge for yourself.
Here are the experiences I had:
Friday 3/21/25 - Pool filter cracks in two places at the bottom.
Sunday 3/22/25 - FAHW, paid $95 service fee. Advised I would be contacted within 48 hours to schedule an appointment.
Monday 3/23/25 - Received a text stating Deepools Pool Service and Repair is my contractor and my service appointment was for Thursday 3/27/25 with a time frame of 8am to 6pm. Why the 10 hour gap? Minutes later, received a call from "Darwin" at Deepools reiterating what my time frame is. Asked him if I could have a smaller window for service and I was told, "No." Informed him that on that day, my wife and I work and I would have to try to make arrangements to be home for appointment. He told me that I could leave my side gate open and nobody needed to be home. For obvious reasons, I told him absolutely not and that I will find a way to be home for the time frame he provided.
Thursday 3/27/25 (date of service) - Boss allowed me to take the day off to be home. At 8:56am, received a phone call from "Darwin," and he informed me that my window of service was now 2pm to 4pm. Although I wasted vacation hours to be home all day, I was ok with this as I just wanted my pool filter addressed. I also asked if he could contact me if he was going to be behind because I had things to do, in a robotic and monotone voice, he said, "Your window is from 2 to 4pm Sir."
Darwin was not at my house inside the time frame he told me he would be. Darwin did not call or text to inform me of his reason for being late. I tried to call him twice at 4:05pm to check on his status and was sent to voicemail immediately. I tried to leave a voicemail message but the mailbox was full.
4:17pm, still no Darwin. No calls, or texts either. I called FAHW who then had to get ahold of him, and then he eventually calls me.
I asked him if he was nearby. He said he had another stop to make before me. I reminded of the 2 to 4pm window and he said he was running behind. Asked him why no text or phone call as a courtesy and he asked, "Do you want the appointment or not?" I replied it's 2025, you could call or text. He then stated he was standing in a driveway and the longer I spoke to him, the longer that customer waits and the longer I wait.
I asked him if I was inconveniencing him with my expectations of a company representing FAHW and he stated, "They don't pay my salary, and I don't work for you. I said that my $95 service fee says otherwise and he said, "I don't have to update you," and then said, "I can access your side yard if you have somewhere to go." I told him I don't allow random strangers to wander on my property and he stated, "99% of my customers let me through the side gate." I said, "That's not me," and he replied, "Well then you're part of the 1% that will have to wait."
At this point, I no longer had plans more important than having a face to face conversation with this shady, unprofessional repairman and told him that I will see him shortly. He replied, "You're not my father and you're not going to talk to me that way." I asked, "Talk to you how? By calling you out on your B.S. and holding you accountable?" He hung up. Moments later I got a text message saying Deepools canceled my appointment. Now, I called FAHW and asked how is this possible that I pay $95 and this guy has the authority to cancel my appointment without me having a say so? Now, it appears the new contractor I have after I called and complained to FAHW, is just as bad as this guy based on the reviews.
Word of advice to anyone who is not satisfied with this guy, you have to complain to the home warranty company, not just here. This company has NUMEROUS 1 star reviews and all of complaints are similar in nature.