Do not hire this company. We hired Pool Pros in January 2025 to construct a 12x24 saltwater pool…read more(with a sunshelf and chiller). We agreed to pay $69,500. Pool Pros was not the cheapest quote. On the contrary, they were one of the higher quotes, but we reasoned that paying more would ensure better quality, better customer service, and an all around better experience for such a large project. We were wrong. Picture below of where the project currently is, 20 months later.
Their communication has been horrendous. We receive sparse updates, often with inaccurate or very little information. We frequently have to ask the same question several times to get an actual, accurate answer. We have raised the communication issue several times with Nathaniel, who, both times, reprimanded us and doubled down on the inaccurate information. His personality when selling you a pool is very different from his personality when you are telling him you are not satisfied with the service you are being provided.
Timing wise, the project has taken much longer than we could have ever guessed. Some delays are normal, but they constantly schedule in a way that wastes an incredible amount of time.
Important to us, Pool Pros does not protect our driveway according to industry standards. They have multiple times put heavy machinery in our driveway with a ripped up tarp under it. Because of this, a lot of the turf we have on our driveway is now ripped up and ruined. We expect that they will fix it, but honestly, they have no concept of customer service so who knows.
It is common they will show up and you'll have no idea what's going to happen that day because they do not communicate. One day, without telling us, Pool Pros ripped out our fig tree. We were so sad and they had a less than adequate response (we had to follow up three times to get them to agree to replace it).
Additionally, the crews they hire/outsource are unprofessional to say the least. One morning at 7am, I was brushing my teeth (shirtless) and I looked out the window to see a man in my back yard. Both gates had been locked. Instead of knocking on the front door to be let in the back, an employee jimmied the deadbolt on the gate and pushed the gate open. It was dangerous, stupid, and again, not handled properly. On top of that, it's common that the crews do not clean up after themselves (something I'd expect at this price point).
Pool Pros uses the fact that you will have a project manager assigned to your case as a selling point. This has not been our experience. We have had Alexander as a main project manager. I imagine he is overworked and under supported. Alexander has also had two assistants or sub-project managers who have been horrendous. Specifically, our most recent contact Nick has been nothing short of incompetent, uncommunicative, and a pain. If we had been told that our main point of contact would tell us dates that don't exist, not know what's happening with the project, not know the next step, and not know the difference between the colors green and blue, we simply never would've signed with this company.
Additionally, this company is shady. They originally accepted credit card payments, now they don't. Also, when we were told by an inspector we had to dewater, they sent us a message saying the cost would be $2795 (additional, on top of the $69,500) and requested we paid by Zelle. When we asked to see an invoice from the engineer or literally anything that showed a justification for the price, they first ignored us and then became rude. We literally still do not know if that was a made up number. We do know, though, that other companies charge a flat fee of $800 for dewatering.
We have repeatedly asked for better communication, and at this point we would just like to see the pool finished well and efficiently. If something changes, I will update the review.
