After reading some of the negative reviews, they are all related to my issues, if you don't want to…read morebelieve me, believe the trend. See below for details.
I was very pleased with my pool and service for the first couple of months, but then the problems started. In short, they do a fair job on the structural, but they use cheap materials for the cosmetic part (plaster, tile, grout, pavers, turf, etc.).
Quality of materials used and unresponsive to warranty.
Most of the issues will appear around the 6-month mark, then they'll tell you they are very busy and please be patient someone will address it, then when your warranty expires, they say is your fault or it is normal.
Full disclosure, they did address some minor issues as a "favor". But some of the issues came back because the problem is the quality of the material they used/offer.
Their pricing is above most pool builders by at least 50% - I assumed paying premium was a way of having certainty I wouldn't go through this. I was wrong.
There were several (minor?) issues when the pool was finished, but I was told "It is normal or will correct itself", after a few months passed they were "gracious" on coming and fixing some of the things I was complaining about, mostly cosmetic and one related to the pumps.
Issues:
- Pool pump will shut down after using the spa or just by switching it on. They fixed this with some sort of regulator at no cost.
- Paid for an upgrade on the water scuppers, they rusted very quickly (I would assume they used element resistant material, or high quality, but I was wrong). After MANY emails and probably a year after, they finally "fixed" it by applying a coating that will prevent rust, so far it has worked, but I am sure this will be a problem in the months to come.
- Stone pavers, they looked great for the first 2 months... after a couple of heavy rains, they are all misaligned some sank, some popped up. This upgrade was expensive, and they don't sand by the quality they announce.
- Plaster. from day 1 i noticed the color was not uniform. I asked them and they told me it was normal and will become uniform as I brush or clean my pool. A year after, the pool looked the same. They came back and did an acid wash of the pool. The plaster color now is uniform but not the color I selected, also I got an upgrade to have shiny shell bits and after the acid wash, they are now white dots. After I asked for a resolution, they are deaf to my questions and they only response I am out of warranty, even when plaster is 10 years. On top of everything, the plaster is falling off.
- Water sheer descent. They installed a descent where the water flows in chunks, not as a single downflow, so it looks weird. They say is my fault because I don't clean it. Although I clean it, I don't think is supposed to act that way. A second service person came and said, Oh we have to open the thing a bit more, he did, improved a little but same outcome. To the point we never use the sheer descent, because it looks ugly.
- Tile and Grout. The tile we picked at the design center is not made for pool or outdoor, it absorbs the elements in the water and environment and became stained. The grout they use is permeable as well, so scaling surfaced easily.
Had issue also with the coping, turf, and other minor things that I decided to leave out, so the post is not even longer.
They also claim to be ALL-American, and most of the contractors they use are immigrants (nothing wrong with that). But just beware, it is just another lie.
I don't know how a company can say to you "God bless" when they are so dishonest.
