03/17/2025
Good morning, this is Scott.
I’ve got an unfortunate story to tell this morning. Nothing about this story makes us happy or feel good. We feel terrible for this poor customer, and only hope for others to avoid the same situation.
We got an sos message Sunday morning. They stated that they had reached out to us previously for a quote to move their 18x33 pool. They explained that they chose another guy because his cost was less. In their defense, the quote they received was from Mrs Cara’s personal marketplace account. They hadn’t seen any of our actual business info, profiles, or reviews. We don’t blame them, nor does it matter. They hired a guy to do a job, and he more than fell short on what he said he would deliver. Regardless of price.
The sad truth is this. The industry is flooded with guys that say they know how to build these types of pools. They typically start as handymen, landscapers, or guys trained by other guys that say they know how to build them. The end result is a lot of this. Maybe not always this bad, but it’s rare that we find a pool built to our standard.
We got our start like most others. Trained by a guy that said he knew how to build them. Working for the biggest above ground company in the country as a contracted installer. To be fair, the guy that trained us wasn’t one of the bad ones. However, he was ultimately just a guy trained by another guy that said he knew what he was doing. There is no actual school for this. No actual standard or training course. Yes we were trained by a guy, but I also have over a decade of experience in pool/home construction. From building gunite pools, residential homes, and even commercial structures such as schools/churches. In addition to that I also have a year of commercial driving experience, and year of outsides sales experience that I brought to the table. I saw an industry that desperately needed a good builder, and our company was formed. We’ve been in business for 5 years, and this is our 6th season installing these pools. In that time we have designed and refined a technique for installing these pools. While perfection isn’t something we can promise. We do strive for it, and our work will never look like this.
I could go on forever explaining everything that was done wrong here, but I’ll just let the pictures speak for themselves. What matters to us is how this customer was taken advantage of. We’re not only going to fix the pool, but we’re going to write them a detailed report on everything that was done wrong. Documented with pictures. The other guy was paid for this, and now the customer has a battle to get that back. In this case I’m ultimately sure they will win. There was just so much done wrong here, but in a more typical case it’s much harder. Per manufacturer instructions, these pools are allowed to be an inch out of level or square in any direction. It also states some wrinkles are okay. Sub par installers know this, and will use that against you if they’re ever taken to court. Leaving the consumer appalled, dismayed, and wondering why they ever got the pool to begin with.
Due to the current state of this pool, and the risk of this getting worse. We answered that sos message we got yesterday, and were going to start working on it today. I still had other commitments for the day myself, but we sent over our two best guys to take this apart before it collapses. They will also excavate the hole properly, and reinstall the framework today. Tomorrow we will put it back together with a new liner, and I’ll share more pictures then!
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