Our experience with Pool Pros Builder has been extremely disappointing. We have a lot of money…read moretowards our pool project, and after paying that amount of money, the lack of progress, organization, communication, and accountability has been unacceptable.
After all we have paid, essentially all we have is a pool shell, unfinished rough plumbing that we still have concerns with, less than half of a retaining wall, and we don't even have the backfill completed. It is extremely difficult to understand how we have paid this much money and this is where our project currently stands.
Our project has been moved and rescheduled over and over again. We are constantly given new dates, only to watch those dates get pushed back again. Months later, we are still dealing with unfinished work and unresolved concerns.
One of the most concerning situations was receiving a Notice to Owner from a subcontractor who had worked on our pool because Pool Pros had not paid them at that time. Even thought the subcontractor kept trying to get a hold of them and kept asking them for payment. Despite the significant amount of money we had already paid Pool Pros, this put our property at risk of a potential subcontractor lien.
The project management has been just as frustrating. In our experience, there has been no consistent, knowledgeable project manager actually overseeing our project from early on into our project . At one point, Nick, who was a salesperson for the company was assigned as our project manager. We repeatedly struggled to get accurate information or answers about what was happening with our pool.
Now Morella is our project coordinator/new point of contact, and unfortunately our experience has not improved. We frequently feel like she does not have the information needed to answer our questions or clearly explain what is happening with our project.
We have essentially had to act as our own project managers throughout this process following up on schedules, checking permit and inspection information, contacting subcontractors, asking for lien releases, questioning unfinished work, and constantly trying to figure out what is happening next. That is not what we expected when hiring and paying a professional pool company.
Our experience with the owner, Nathan, has also been extremely unprofessional. When customers are spending this kind of money and a project is experiencing repeated problems, we expect ownership to step in, communicate professionally, and make things right. That has not been our experience.
We have also been trying for over a month to remove portions of unfinished work from our contract and simply get a clear revised accounting of what we have paid, what is being removed, the credits we are receiving, and what the remaining balance is. Even that has turned into weeks of back-and forth.
I do not recommend Pool Pros Builder at all. If you are looking to build a pool and want to save yourself an unpleasant, stressful, and extremely frustrating experience, don't hire pool pros builder!
For anyone experiencing similar issues and wanting to connect or compare experiences, I created a Reddit community: r/PoolProsSuck.
