Broken promises, unresolved problems, and a complete loss of confidence in Willy, the owner of…read morePyramid Pools.
I hired Pyramid Pools to repair my pool after an unlicensed contractor damaged it. Work began August 29, with Willy promising approximately 90% completion by September 5.
His crew deserves credit. They worked incredibly hard and meticulously, and I provided breakfast and lunch daily because I appreciated their efforts. Rain caused understandable delays. My complaint is with Willy's decisions, unresolved problems, and response to my concerns.
I repeatedly tried to show the employee handling plumbing and electrical work a video identifying damaged jet pipes. Getting him to pay attention was frustrating.
Around September 15, I pointed out soft and lifting areas in the existing Diamond Brite finish, including the walls. Crew members recommended resurfacing before proceeding. Willy advised me to save my money and enjoy the pool until it started cracking. Concerned about paying to drain and refill it again, I nevertheless relied on his professional judgment. I regret that decision.
His employee separately offered to tidy patio wiring, took $100 for supplies, then left, saying he had an emergency. Days passed without the work being completed. Willy offered to reimburse me and said I should not have hired his employee separately. I declined the reimbursement and told him I did not want that employee back. Willy nevertheless repeatedly asked me to allow him back because he had nobody else available for electrical work.
Others eventually installed the pool light, but it continued flickering despite replacement and repeated repair visits. Inside the transformer enclosure, I found exposed wires and cables preventing the cover from closing properly. Another employee also pointed out wiring concerns. These conditions around a swimming pool deeply concerned me.
I also paid $1,200 for sealer that left my Diana Royal leather marble pavers extremely slippery when wet. A worker nearly slipped and said on video that someone could seriously hurt themselves and the work needed to be redone. I showed Willy the video. He repeatedly assured me the slipperiness would improve. In my experience, it worsened. My dog hurt herself, my wife slipped and fell, and I could not safely use the wet deck.
I paid the final balance in good faith, trusting Willy to address these issues. Instead, I spent more time chasing repairs, explanations, and a refund.
The refund became another ordeal. Willy initially sought to deduct labor charges, and promised payment repeatedly before I threatened Small Claims Court. He then deducted $200 for junction-box relocation, which I disputed. When I challenged it, his responses included: "Over 200 bucks? I don't have time for this man."
He ultimately refunded the full $2,150 for the light-related work and sealer. I acknowledge that refund, but it did not repair the flickering light, resolve the wiring concerns, or make the deck safe when wet.
From our first meeting, Willy also promised two pool lounge chairs were included. Throughout the project, I received repeated excuses and assurances that they were coming. He repeatedly said he was "a man of his word." The chairs never arrived. Eventually, I told him to keep them and refund the light-related work and sealer charges instead.
An excellent crew cannot make up for unresolved workmanship concerns, repeated broken promises, and dismissive customer service. I lost complete confidence in Willy and Pyramid Pools and would never hire them again.
