One of the worst contractor experiences I've ever had…read more
I'm extremely unhappy with my experience with this pool company. What should have been an exciting home project turned into a stressful, expensive, and disappointing ordeal. We were promised that our pool would be completed in a couple of months -- it ended up taking nearly six months, and more than a year later, we still haven't used the pool even once this spring or summer.
1. Negligent Excavation - Hit Our Sewer Line
During excavation, the contractor dug without waiting for 811 utility marking, which is a basic legal safety requirement. As a result, they severed our main sewer line, leading to raw sewage leaking near our home for over two weeks. At the time, we had young children and guests in the house, and the exposure risk was so serious we had to book hotel rooms just to avoid the health hazard.
Even worse? They initially demanded I pay for the re-dig. I had to fight just to get them to take responsibility for a problem they caused through carelessness. They eventually covered the plumbing fix -- but the health risk, hotel costs, and stress were all on us.
After the re-dig, they left a massive pile of loose mud and rock right next to the pool infrastructure, which is visibly unstable and ready to slide into the newly constructed area. It's an ongoing risk they completely ignored and never cleaned up.
2. Poor Pool Closing - No Instructions, No Effort
When they closed the pool for winter, they left it full of leaves and debris and provided no instructions whatsoever. I specifically asked what we needed to do, and they just said, "It's a saltwater pool -- no additional prep is needed." That was completely false and misleading.
When spring came, the pool was a total mess. We've spent over 100 hours manually cleaning it, purchased more than $2,000 in cleaning supplies, and even hired someone to help. Despite all that, we still haven't been able to use it -- and we built this pool specifically to enjoy time with our kids and host friends and family.
3. Sharp, Uneven Pool Surface
The pool floor is extremely uneven, with dips and embedded sharp pebbles that are uncomfortable and even unsafe to walk on. During a recent safety inspection, the inspector didn't even step into the pool but still acknowledged the floor was substandard. The company promised they would re-insulate the pool surface within two weeks -- that was months ago, and nothing has happened. No follow-up, no resolution.
4. Plumbing Leaks Dismissed Until Pushed
We noticed significant water leakage shortly after install. When we reported it, we were told everything was "fine" and that it was "normal." Only after repeated pressure did they finally send someone out to repair it. This kind of defensive and dismissive attitude has been a theme throughout our experience.
5. Lighting System - Promised, Never Delivered
We were sold on a remote-controlled lighting system that would change color to music. This was one of the advertised features that influenced our purchase. We never received the remote, and the system doesn't work as described. It was clearly misrepresented.
6. Electrical Work - No Support
We were told to "handle our own electricity," which was fine -- but no instructions or specifications were given. We had to figure everything out ourselves, hire electricians independently, and navigate unexpected issues on our own -- with zero support or coordination from the pool company.
7. Ongoing Dust Problem - Never Investigated
The most frustrating part: for over a year now, we've been dealing with fine brown dust constantly accumulating in the pool. Every time the pump turns on, cloudy, dirty water bursts from the return jets. Despite multiple complaints, they have never once checked the filter or offered to investigate the issue.
We suspect a broken lateral or poor installation inside the sand filter, but they haven't lifted a finger to diagnose it. All we get is blame-shifting and silence.
Bottom Line - A Pool We've Never Used
We invested tens of thousands into this pool to create lasting family memories. Instead, it's been a source of ongoing stress, wasted time, and unrelenting disappointment. We've never used the pool this season, we can't have guests over, and all the joy we hoped for has been replaced with regret.
WARNING TO OTHERS:
If you value your health, your time, your money, or your peace of mind -- I strongly urge you to look elsewhere. This company has shown a complete lack of accountability, professionalism, and follow-through. Save yourself the headache and choose someone who actually stands behind their work.
