CUSTOM POOL & SPA MECHANICS

First to get me a price, Scheduled to do the job starting within a 30 day period, Started on schedule did a great job. Pool surface looks like it did 20 years ago. Work was done cleanly by their professional staff.

Custom Pool and Spa Mechanics resurfaced our poolin 2019. We had some problems as they put in the wrong color of grout on the tiles. They tried to say that I made a mistake, but I located the e-mail and paperwork which showed the mistake was theirs. The pool turned out ok, not great as you can still see some of the white grout between the dark blue tiles. I was not very happy with their attitude, but decided that maybe it was just the girl upfront, so we gave them the servicing of the pool. What a mistake. The longer they "took care" of the pool the more we realized that there was a real problem. I had called to complain that the filter baskets were full and that when we cleaned them out they were both cracked open. Also the light to warn you that the pool needs salt was on for weeks and the pump basket that goes into the filter was full of debris and green and slimy. (see attached photos that were taken two hours after the pool maintenance was completed two weeks ago). When I called the company, I asked for a manager or the owner. I didn't want to lose the pool water and have to start over again and I thought they should know so they could fix its soon as possible. The girl that answered the phone was extremely rude, told me I didn't know what I was talking about, and after saying "I'll give him your message" she hung up. She never said she was sorry or when I might receive a call back or even if I would receive a call back. Maybe she already knew that they NEVER call you back. Today I sent them a cancellation letter and guess what! I received an email. Of course the email said they were sorry, then they proceeded to tell me everything we did wrong. They went so far as to say we declined replacing or repairing the equipment. The only thing they told us needed to be fixed was the heater and we didn't hesitate to have it done. We had the pool resurfaced including all the tiles, the lights, the trim and the tiles on the steps, but they say we refused to do any repairs, are they joking!!! I called two other companies and both came out and looked over the pool and the salt water system. Both companies told me that the cartridge filter needs to be replaced (which we had already requested that they do a month ago), the water needs to be balanced and possibly the plumbing needs reouted, which we have already approved. They will have to go over everything else to know more. Custom Pool and Spa Mechanics may think because they have a lot of customers that they can give you a service call of 5-10 minutes a week that you should feel lucky to have them. Not true. It seems they overbook their employees and rush them from one job to the next. Eventually word spreads about a really bad company like Custom Pool and Spa Mechanics. I'm going to do my part to warn people about their lack professionalism, honesty and courtesy.

unknown

I was quoted $1,500 to perform a pool leak repair. It seemed very expensive, but they explained to me that they had to dig under the pool to verify the exact location of the leak and fix it if it could be found. They told me that they would use two guys to do this and it would be at least one day of work. They also told me that this was an estimate, and that if it took more time or was more involved than they expected, I would be charged more. I am not a fan of open ended estimates, but I reluctantly agreed because the repair had to be made. As it turned out, they were only on the property for 1/2 day. They completed the work and promptly billed me $1,500 for the repair. I naturally protested and asked why I was to be charged more if they took more time, but not due a credit for taking less time. They back peddled and said the quote was a flat fee and after several back and forths, they finally agreed to give me a $250 credit. 20% off a bill for doing half the work that was estimated is in no way acceptable in my mind. The owner of the company (Larry) actually left me a very nasty message telling me this credit was all he was going to give me, and if I did not pay, he would file a lien on the house. He then said if I did not like it, I could find another company, which I certainly did. This company is very unprofessional, and was average at best in their care for my pool. I was one of many, and they put little effort to even be considered acceptable if I did not constantly keep on them. Their handling of the pool repair was borderline thievery and an example of some of the worst customer service I have ever experienced. My advice to those who are looking for this company to service their pool...keep on looking. You will likely be disappointed with this group. I suppose it is good to have so many other customers that losing one means so little to a company. These things always come around in time.

unknown

For 5 weeks -- they never showed and our pool turned to algae. Charged $125 for stabilizer we never ordered or knew about. They never checked all the values. Rude service desk.

unknown

The guys who came out to the house to do the service did a good job most of the time. Like many pool guys, when you're home they'll take 20 minutes and when they think you're not they're done in 5 minutes. They had been servicing this pool for a while before I bought the house so I gave them a shot for 8 months. Well, they hit me with a $50 up charge for something that I never asked them to do. My pool is screened in so it is very easy to clean (no debris in it ever, and the chemical levels stay good because of the screen enclosure). So they hit me with $50 for stabilizer that costs $15 at Leslie's without asking me if I wanted to do it. I called to discuss it with them but the girl who answered the phone was very rude and said and quot;they would never quote anyone without telling them about that charge in the spring and falland quot;. Well, no one ever quoted me for it and maybe it was because I kept them after buying the house and they had told the old home owner. The rudeness put me off and I am switching companies now because some girl in an office didn't have the common sense to work with me on the issue but decided to stick me with up charge no matter what.

unknown

Had weekly service being provided by another company and person providing service retired. Never had any issues with service, quality or professionalism. However, Custom Pool and Spa took over the pool service for our development and my husband and I have been extremely dissatisfied with the company. The office staff I spoke with has been very dismissive both in person and on the phone concerning quality of service. I have asked to have the owner ,Larry, return my calls, and the front office person made every excuse why that was not possible. I was then directed to the wife of the owner. I carefully tried to explained the ongoing issues I wanted to have resolved, I was chastised and intimidated by the wife while trying to honestly seek answers to the issues. But the wife became argumentative on the phone and failed to conduct herself in any professional manner to address the issues from THEIR company. I stated we wanted the last 2 wks. of our paid in full account returned and would no longer want anything to do with them. I was not valued in any way as a customer. We paid our account since the takeover in full and without outstanding bills or any negatives from us. I was assured by our HOA President that the owner,Larry, would want to know how poor the customer service was and what we were experiencing. That was the reason for my final call. Again I was told the owner was not available and would not call me back. My acceptance in talking to the wife of owner proved to me this was a very disorganized business. We will find a pool service that provides just that,SERVICE, and treats the paying customer with respect and honesty.

Scott showed up a day after I called. Was on time. Went over what was going on. Fixed the problem and all in a timely fashion. He was very friendly and professional.

unknown

They are absolutely phenomenal. They came out the same day and started service.

After a brief period of scheduling changes we are back to a reliable schedule with the same person every week. Very good professional service. Would use for major deck work - honest assessment of job and no pressure to do work that isn't necessary yet.

Everything went perfectly and on time. The entire pool and lanai look brand new and the lighting is great. I recommend them highly.

Two separate technicians were involved, both great guys which represented the company extremely well. The pool leak was resolved in two visits. The pool pump issue was another problem. While we were on vacation, the pool ran low and and quot;cooked outand quot; the plumbing in the vicinity of the pump itself. Air was being drawn in so the pool would not prime. Turned out to be not only in the PVC plumbing but in the Jandy valves as well. That took three visits before it was finally resolved but complex because of the heat issues. Both issues were completely resolved. Although it took multiple visits, only one service call was charged for each issue. Great bunch to work with and we are now having them quote on a complete pool resurfacing, deck resurfacing, and upgraded lighting. KEEP UP THE BREAT WORK GUYS!

Excellent All work done ahead of initial schedule with no deviations from original contract pricing. Supervised contracted parts with great attention to detail Have been using this company for 10 years. Always very professional and customer oriented. Owner takes great pride in relationships, and ensuring that your needs are met. Employees also share the commitment to doing things right the first time, and pointing out potential issues with pool/equipment so repairs or replacement can be done quickly. A pleasant, trustworthy company to do business with. Highly recommended.

It went great. It took him 10 minutes to find and seal the leak.

They were terrific! Shayne did all of the work by himself, he worked straight for two weeks. He stripped the pool of the old stuff, grinded all the bumps out of the fiber glass, and then surfaced it all with the new fiber glass. Shayne was neat and clean. Whenever we needed to reach Shayne he answered. The job was done on time and for the cost they said. His follow up was amazing. I would recommend this service and particularly Shayne to anyone.