Family Pools, Inc.

Beware! Dishonest and Unreliable Pool Repair Contractor! If I could give zero stars, I would. I hired this company in early January 2025, paying a large deposit to them on January 6th, with the promise that my pool and deck repair would be completed by mid-February. Not only did they fail to show up, but they also went completely silent for nearly the entire month of February. No updates, no communication?nothing. Then, on February 26th, out of the blue, they finally reached out?not to apologize or offer an explanation, but to try to start two days later on Friday February 28th, but only if I paid them more money before they would begin the job! It seemed to me like a desperate last-minute money grab attempt. To make matters worse, they tried to tack on an additional credit card fee even though their salesperson had assured me this fee would be waived upon request when I signed the proposal. At this point, I was already suspicious, but things got even worse when I did some digging.

DO NOT WALK BUT RUN AWAY FROM THIS COMPANY. THEY DO NOT STAND BEHIND THEIR WORK. We contacted with them in October 2022 and are still fighting to get the job completed. The lack of concern is truly unbelievable! We hired them to resurface and replace our pool deck and patio. Not only did they do the work incorrectly and haphazardly, it caused our house to flood - over the holidays! To this day, they continue to skirt their responsibilities. Pavers installed incorrectly, pool light non-functional, no handrail, etc.

couldn't get a return call or e-mail from Nichole for weeks at a time. 3 weeks after signing contract i called to find out where the liner is. she e-mails back that i had to pick another liner without the star next to it. thinner material. i asked if i get a rebate since they were cheaper. no the other vendor was having a blow out sale, she says so they were the same price. the light wasn't working so i asked him to check it. he sells me a used one and takes the one that was there. a few months later i had to get a pool repairman out here, light wasn't working. turns out the transformer was bad. replaced by a pool repairman. didn't work. the light fixture was bad. mine was probably just fine the whole time. a short while after the liner and light were installed he had to come out because it leaked through the light fixture. he said they didn't use the right sealant. the crew did a good job on the install, but having the ol' bait and switch used and being sold useless merch., and lack of communication wasn't making me want to sing koom by yah with the gang...

Excellent experience with their sales representative Fiona.

My pool that was already installed when I bought my house has leaked ever since the day we moved in. I had it "repaired" once, but it still leaked. When it was time to refinish the pool I called Family Pools and was surprised to see the owner at my door to give me an estimate. It took a long time to get started but in their defense they told me they were backlogged with jobs and it would be 10 to 12 weeks. After 11 weeks they called and said they needed 3 more weeks. The day they started the owner was there to let me know the guys where on their way. Not only did they complete the job in 3 days, for the first time my pool doesn't leak!! I would definitely recommend Family Pools.

time frame was 6-8 weeks, ended up being 6 month, they did not look at pool because of that there was an additional $900 and ended up thousands of dollars for other things that was not needed. Pool light wasn't replaced. before I had a chance to review the job they put a construction lean on my property. A lot of mistakes made on this job, turned into a nightmare. Horrible communication.

There is nothing about family in this pool company. I gave them over $7,000 , I did not get anything for it!! Bunch of thieves! I was told in May that they can start around ending June and nothing not even permits yet. They told me that they have been working on getting the permits.. they told me to go pick the tiles and color of the floor. Be careful because that is a stalling tactic!! I ran into problems so I had to move. I told them my problem and also said I understand that the engineers had to get paid because they came. The tiles can be returned and the filters you have sitting in your warehouse or you can definitely use on another job. It so happens that on the day I call to cancel because a problems that came up mind you nothing was started I get a let me call you back. I wait for the phone call and nothing so I call them back and all of sudden they have all the permits then I was told I can not get nothing back because they used all the money already.WOW JUST WOW!!! I offered to take what ever they said thay paid for with my 7,000 plus that I gave them & they told me they do not sell to the public! They probably did not even have it yet but it was not custom as long as the box was not open or use they could of returned it back. With all these problems going on I figured they would work with me but no they just simply said I lost everything. I saved my hard earned money for this FAMILY POOLS took full advantage of the situation. I hate writing bad reviews because we all work hard for what we got but I will make sure that FAMILY POOLS gets 7,000 plus worth of reviews!!

They are the worst. They took our money and failed to get to our pool for 3 months. They dont answer their phones, use a service and never return the phone calls. When you finally get someone from family pools on the phone, they said that commercial customers took precedence. When they finally came to install our pump and filter system it was not the brand that we were sold. It felt like bait and switch. In the end, we were desperate to get the new pump, so we went along with it. I cant give an assessment of whether we like the brand, because after 3 weeks, they still havent completed the install. They now want us to Google the steps to finish the set up ourselves. Keep in mind, they have been paid in full. This is the worst decision we have made.

It took a while for them to get started (very busy this year I guess) but I am completely satisfied with the work they did. I wish someone called me when they did not show at the designated time. I called the office and the supervisor called me right back explaining they had to complete another job and showed up when they said later that day. They completed the job and started filling the pool when I was at Disney. Came home to a completed job and water going in the pool.

Remodel job.....Horrible customer service and lack of communication through out the whole job. Crew was sloppy, we had to babysit them and point out mistakes, they started tile in wrong spot, made crazy cut in deck for drain, splattered concrete on new windows and house and damaged screen. If I did not go to granite store and pick up piece for spillway they would not have been able to fill pool and complete job. 18 months later all the grout on spa spillway is gone, they said they would fix it although it is no longer under warranty, that was 5-6 weeks ago and I highly doubt they are coming.

Came right out to see what I needed done. Kept me informed step by step.

Good job, took awhile but got done. Even followed up when potential problems developed. Highly recommended.

Hired to resurface pool. Pool surface ok, but chipped our deck in 3 places, filled with bright white grout, splattered white stuff all over our deck, grout line goes from about 1/8 in wide to almost and inch wide in places, grout on tiles and smeared on spa steps. Spa jets not working correctly, chunk of pool surface material is stuck in pool jet, one tile missing grout on top. Spent 8 weeks calling, texting photos trying to get someone out to fix the problems. When we called they kept saying some one would come out, but they never did. Said someone would be in touch with us but never got a return call. Kept sending us bill for final payment, we kept for asking for some one to come out. Final phone call was 8 weeks after they finished and Nicole said some one would call us back. Instead they put a lien on our house. Horrible work, horrible customer service. Even called the number for I believe the owner of the company (his name was the one who put the lien on our house) and he wouldn' t return our calls either. Not sure how they are still in business.

They did an excellent job on our pool deck. They were prompt, and pleasant to work with. Great job of cleaning up. Would highly recommend.

Excellent customer service! Professional, prompt, work area left clean. Pool looks new! Will definitely recommend!

They were prompt! Return calls quickly, professional and cleaned up after each day they were here! I have recommended them to two other people that are interested in pool renovation.

Great Job, it looks like a brand new pool

Did a great job. Highly recommend.

The workers were very neat and the finished product met expectations.

They showed up on time and did the work they said they would.

Even though they were not the least expensive, they were not the most expensive either so we chose them based on ratings and because of the family pool name. My husband really like the sales rep Steve, I really liked the woman in the office Nichole who took care of all of my phone calls, texts, questions, concerns, and Manny and his partner are amazing workers, truly doing a fabulous job! We did a complete overhaul, new diamond bright, new LED light, mosaics, new pool deck, new tile. A very trying experience when you do not know what to expect and having to replace a pool that was 40 years old but everything is turning out fabulous!!!! We highly recommend this pool company and cannot wait for the finished project! Thank you Family Pools for making our pool dream come true!

Best $$ and exceptional service / material .

Work still in progress but team is professional and courteous, explains process well and very competent. Very exact in placement of coping to achieve a very uniform presentation. Looking forward to seeing final product!