Texas Pools & Patios

The project started off good with good communication. The supervisor at the time was going through some health problems and did not always come out to check on the job, and we did feel badly for him. The job went somewhat smoothly until about the last 3 weeks. They were supposed to come out for the final finishing, and we could not get a hold of them. Seems like since they already had our money, they no longer cared. The office would not pick up or return my calls, so it was quite frustrating. However, they did finally complete the job. The biggest issue here is, 5 years later we've found out that there are hollow spots between the plaster and the gunite. This has allowed water to come in and has caused calcium to come up through the plaster and has caused cracking. We noticed this after only a couple months and inquired with Texas Pools about it, and they told us that it was only calcium build up and nothing to worry about. The plaster was contracted out to H & H tile & plaster, so it's not completely Texas Pools fault, but I feel they should have inspected the job that they are standing behind. End result, we have a bad taste for this company and would not recommend them.

It's hard to know where to start with this company. We contracted TP&P for our project in March 2012. They assured us (Neil P...who was our sales person, designer, and eventually the site supervisor) that, it would be completed by the beginning of June in time for the school holidays. Alarm bells should have been ringing when he told us that the guys would be there to dig the hole on multiple days and they simply never showed up. What followed was a never ending catalog of failed promises that people would be there to perform work. Every time he told me that someone would be there....and weren't...I called and asked why the work wasn't being done. Every time I was told that the workers should be there...and he would check up and call me back. Suffice to say, I was hardly ever called back...and the workers never showed. It got so bad, that I started to keep a log of calls I made which weren't returned by Neil P which by the end of the project amounted to 68 un-returned calls. The worst of the TP&P contractors were the stone masons. They were supposed to take 4 or 5 days...and after the first day this looked certainly possible...but then they just failed to show up again for days on end...despite being told they would be there. Some days a couple of them would show up at 10am ...stay for an hour...then leave to go for lunch...then lie in front of the garage in the shade for a couple of hours asleep....then leave at 3 or 4pm without doing anything. I even texted a picture of them sleeping on my driveway to Neil...but nothing was done. In the end the 4 or 5 day job took about 5 weeks. Everything else dragged on in the same manner...people not showing up, unreturned calls....until the project was finally completed 3 months later than promised at the end of August...the day before the kids returned to school!!!!! So...I was hoping that the after sales service might be better...but it seems like the poor attitude to customers is ingrained into the company ethos. I had issues with the Pentair pool cleaner they used instead of a Polaris....and it took weeks for anyone (Jason) to come to look at it. After the 4th or 5th visit to fix it....I gave up....It still doesn't work properly to this day but I can't be bothered with it anymore. Then our lights stopped working properly, a rust spot appeared below the waterline on the plaster, and the rock slabs making up the swim up bar came loose. I called the company again and was told Jason would come and check them out. After that didn't happen...and I called the office again, Jason appeared a couple of weeks later. I wasn't home but he left a handwritten note that the lights did work (they don't), the rust spot was a maintenance issue (???) and the slabs would be fixed by the stone masons. I called Jason to get an explanation of his comments...He never returned my call. Then I called again, and again...and again....7 times without success or a call back. Finally I called the office to ask them to get him to call me....they said they would...but he didn't...and neither did they. So...I finally got some frustrated with the company that I filed a complain with the BBB regarding my maintenance issues....and as of today, nearly 3 weeks later...They have still not responded to the BBB and still haven't called me back. Suffice to say...I wouldn't recommend this company!!!!!

Could get them to call back or come out for an estimate

They bent over backwards to help with the installation of our pool. We have no question regarding the integrity and honesty of this company. They were able to finish the project within the estimated time at the quoted price. They answered questions quickly and were happy to address any concerns I may have. I have had nothing but wonderful interactions with this business.

After two weeks I had an estimate (I had to call to get it). I got other estimates that were lower by about $1k-2k, but I thought the consultant I was working with understood the vision I had a little better, so I called and asked him to come out to finalize the contract. When he arrived, he told me the estimate he gave me was their cost - that an "office girl" made a mistake, and that instead of it being a $23K job as originally quoted, it was now $34K. I was very disappointed. I was also a little surprised that: A) his bid was now %50 above the other bids I had, and B) he wasn't able to tell from experience that the quote he originally gave me was so off. I asked for another quote for everything without the spa, to see if I could at least get that into my $20K-ish budget. I haven't heard back yet, but it has only been about a week since I asked for it. I just wonder if maybe they don't want my business, and this is how they make me go away?

The design of the pool is great, however, after 7 months of effort (started in Sept 2006) they still have not completely fixed several flaws in the pool. Some of the repairs included having to remove coping around the pool and raise the spillways coming from the spa into the main pool so the spa did not get backflow from the pool. Note, I am still waiting for the grout from this repair to be removed from the bottom of the pool and spa. Also the filtration and cleaning system still do not work properly. After contacting the owners and their field representative over 10 times, they still have not completed all work. Additionally, while working they stole my neighbors water hose and plugged their power tools into another neighbors electric outlet without asking. Weather was and is a common reason for their delay...if it rains 1-2 days expect a delay of 7-10 days before they even contact you. Buyer beware! I am likely going to take legal action.