Creative Edge Pools and Spa

Our experience with Creative Edge Pools and Spa was unbelievably frustrating. We seem to have had a very similar experience as previous reviewers: no-shows, broken promises, incomplete work, poor communication and a lack of oversight during the project. Excavation began in November 2015, here we are in September 2016 and although the pool is finally functional, there are remaining issues that were never addressed despite our many, many requests. First and foremost is the unforgivably rude treatment from the scheduler in the office, who happens to be the owner's wife. She's defensive, blames the customer, insists that the customer should pay in full before work is completed (what?!), and is just downright unpleasant. I've never had such upsetting interactions with a company - ever. The lack of respect for the customer continues when they make appointments and show up late with no apology, make appointments and don't show up at all (and make no apology), and "schedule" work but don't show up. Then the broken promises: We were promised several times by the owner that the pool would be completed by Memorial Day. Later, the office claimed that they "would never promise that!". I see in other on-line complaints that not only did Creative Edge clearly promise this to at least a few other customers, but that they continue to deny this promise was made. Well, that's a suspicious pattern. Then there were more promises from the owner - verbal agreements - to reimburse me for damages that I believe could have been easily avoided had they done any preparation prior to excavation (cutting the irrigation pipe that connects to the house) or any communication prior to excavation (telling me some bushes might be a problem instead of ripping out eight shrubs without telling me). But Creative Edge reneged on those promises. Claiming that the company is not liable after verbal agreements are made is a really shady way to do business. There were frustratingly long periods when no one showed up to work on the project, and after repeated attempts at communication, a crew (seemingly subcontractors) would show up at 5pm on a Saturday and work into the night with lights. But there was never a manager on site, so mistakes were made and communication was difficult. We also shared the experience of another reviewer of having the pool finally wired and the pump started by an electrician, then left to run for days and days without anyone from the pool company checking to see if it was running properly or giving us any information whatsoever. Only one skimmer was working (we figured that out by ourselves). It seemed negligent after all the money that had gone into the construction. So although the pool is finally running, our yard surrounding the pool is unusable thanks to the construction debris that Creative Edge Pools piled up then inexplicably spread around in an effort to "grade" it. This was a direct result of not completing the work in a timely fashion (eight months even if you subtract winter months), and not managing the job properly so that work was done correctly. As it is, we've given up. We are going to have to hire another company, and spend more money, to fix the mistakes that Creative Edge Pools has made. Let me say that we hired David, the owner, because we felt he was honest and stood by his work. And we had friendly interactions with him, his daughter, his brother Steve (and later Heather in the service department). But the experience ultimately was awful, and was the exact opposite of our expectations. We understand if health and personal issues arise, but as a business (especially one that takes huge amounts of money from customers) they should figure out how to work around that - and treat customers well.

We contracted with Creative Edge Pools almost a year ago, the project was supposed to be completed in 3 months. We did make the pool bigger but it was communicated to us by the owner, David, on-site that the pool could be completed a few weeks after the originally discussed date. We are about 8-9 months into the project. Throughout the project, there has been no shows, late shows, arriving with half the stock to complete the items that were planned for completion that day. There has been communication issues with the office and downright rude behavior from the office with absolutely no customer service skills what so ever. They just don't care about their clients that pay $80K for a pool. The work on the pool has not been monitored on-site which brought up issues with the stairs being installed totally out of spec with what was agreed upon. They tried fixing it but did a VERY terrible and unsatisfactory job and forgot (no attention to detail) to install tiles on the stairs before the plaster went in. The plaster job was botched in a bunch of places. There is unconnected live electrical wires at the pool equipment. There are missing and leaking valves. The pool was started up without strainers in the returns which made the pump clog up and run out of water and was running dry for god knows how long???? What company does that. We are now concerned about the equipment. At this point the pool is not completed and we are frustrated at the lack of professionalism and customer satisfactory from this company. We always got along Great with Dave and his Brother Steve on-site. It wasn't until the first and second dealing with the "office" that made me just today, put in a compliant with the BBB and update the reviews that I read before selecting them to do the project that the Office is so lacking of any kind of business skill, customer service skill or any common decency skill what so ever. It's funny, I told the office today that I would never recommend their company to anybody, they replied back with "We wouldn't ask you too". Well guess what, it's the age of the internet, you don't have to ask. My recommendation is STAY CLEAR, FAR clear. One side note to add, we were texting David all the things that were wrong with the pool, he would never get back to us, a couple times here and there. SO they came up with this lie that his phone was broken and wasn't getting texts or phones calls. Today they got mad at me because I am staying on them to get the pool that I paid for finished and said that they blocked my wife and I's number because we were harassing him. Guess what Creative Edge, do the right thing, finish what you started, SHOW UP WHEN YOU SAY YOU ARE GOING TO, learn how to deal with your customers, do the correct work in the time line that you promise and nobody will have to YELL at you or blow up your phone because they are frustrated with the way they are treated, talked to and never called back!!! Note to Office: You don't have to ask, I will tell

unknown

We were promised a one stop shopping experience, but we received a litany of broken promises, extremely slow response (months), and items we paid for and never received. In May 2013, Creative Pools began construction of an inground pool at our home residence. As of June 2014, 13 months later: 1.) cleanup as agreed upon in the contract was not completed. We still have chunks of large concrete in our backyard. 2.) The pool deck is not "good as new". There are a significant number of defects in the surfacing of the deck. Creative Edge used their own sub-contractor and it was subpar work. 3.) We either are ignored, or promised that they will get back to us, which seldom happens (once since Sept 2013). Rather than cleanup their mes and correct their mistakes, they are simply ignoring our phone calls and emails or making empty promises that they will "look into it", "talk to Dave [the owner] about it", or "get back to us". 4.) contract included pool materials paid for but never delivered, (standard vacuum head, handle, and hose), (rope and floats). We ended up buying a vacuum head, handle, and hose elsewhere. 5. ) backfilling of trenches was not done as agreed upon as they agreed to do in the contract and we had already paid for this service in full 6.) We would be told that someone would show us how to use the equipment they installed, then they would never show. We ended up calling another pool service to come to our house and show us how to use the heater, etc. 7.) We were told all decking and fencing services would be handled by their own sub-contractors, and then after I requested a fence contact several times, we were told in JULY that we would have to obtain the fence on our own. Of course, it was difficult to find anyone at that late date, and we paid extra to have the fence installed. 8.) To see other pools they had completed in order to decide on the color of the riverrock used, we had to ask several times, then finally on a Friday we were given two addresses and told they needed an answer by later that evening. 9.) We had asked for a quote for backfilling around the pool and never received it. A year later, we are doing it ourselves. BUT, we did receive a phone call asking us to buy their pool cover. Extremely poor service. We have submitted a BBB complaint and will submit a Mass Offc of Consumer Affairs and Business Reg Home Improvement Contractor Compaint. We had delayed in submitting the complaints and this review, in the hopes that the company would keep their last promise made in March 2014, but it never happened, so here we are. BTW, the pool's installation was begun the beginning of May 2014, completed August 2014. Even now they tell us they can't help us since they are busy with other jobs.