Reviews

Review Details

• Review fromNatalia S.

  Date: 06/07/2025

  1 star

  Natalia S.

  Date: 06/07/2025

  First, they buried the drainage system, and whenever they break something, they just point to the contract saying theyre not responsible for anything. Then, when we were pouring concrete around the pool, we asked them if we could pour more, and they said yes. But later, they installed the pool heater on top of our concrete it was technically part of the plan, but it looked awful. They could have easily placed it beside the slab. Then they demanded an additional $300 to reinstall the heater in another spot.We paid $3,000 for them to remove and reinstall the fence they damaged but they dont install gates. They simply dont do it, even though they took them down. We had to pay another $300 for gate installation.They didnt install a ground wire when they set up the filter and heater.When their crew laid the stone coping around the pool, within 2 months, the stones started to wobble. They had to remove and reset about ******************************************** the wrong location, then moved it but it still doesnt work.They didnt add stabilizer when they added the pool chemicals, and never told us it needed to be added. On the very first day the pool was filled and chemicals added, I asked their worker, *****, if they offered pool maintenance. He said no even though two weeks later, when we had to clean the filter, he offered us service. But by that time, we had already hired someone else, who told us the salt system was installed incorrectly and that our pool was losing water rapidly.A month later, we had to replace the filters again and pay them $377.They also forgot to connect the automatic water refill system for the pool. We had to constantly remind them about everything.After the pool was filled, we discovered a leak. Their plumber told me the pipe was damaged under the concrete, but later the company blamed our concrete contractor, saying it was his fault and refused to do anything about it.
  

  Custom Mojave Pools Inc

  Date: 06/13/2025

  First, the customer neglected to mention that we did fix a drainage pipe that was damaged and that we were not contractually obligated to repair as the homeowners were notified during the contract that anything underground would not be fixed because we have no way of knowing what is underground unless DigAlert or the homeowner has marked it and made us aware. The homeowner did their concrete with a separate contractor, to save money and as a customer service the owner and construction coordinator met at the site with the homeowners and their concrete contractor to make sure he had no questions. Upon leaving the contractor stated that he knew exactly what he needed to do and did not need anything from us. The homeowner was notified since before the dig where the equipment would be placed because this has to be approved with the City for permitting as well as it is painted out on the ground the day of the dig for review. Requesting it moved elsewhere after installation was complete would therefore be an additional cost because runs would need to be extended.  We took down the gate as a customer service to avoid damaging it during the process of taking down the section of wall needed for access to dig the pool which again was discussed during the design process and again at the contract. They were notified multiple times that the fence and gate requirements would need to be met by the homeowner. The ground wire was installed but not secured tightly which was corrected within days of coming to our attention at the final inspection. The coping was also fixed due to a defect in the mortar used (this is warranty) and it was fixed within days of notification. The salt system was also moved within days of notification and currently is not working  due to the water loss caused by the customers contractor puncturing the pool cleaner line during forming. Both customers were given start up instructions separately and Mrs. ****** specifically signed a document and received a copy of said document that she understood many maintenance teachings, this including that conditioner would need to be added after the first week of the pool running and once the filter had been cleaned the first time. When the homeowner inquired about pool service our company was in the beginning of deciding if we would be starting pool service or not, so at the time asked we were not yet offering this. Almost a month later upon request we promptly sent the owner of Custom Mojave Pools out to diagnose the concerns the customer brought to our attention and upon arrival the filter was filthy and the grids were damaged and needed to be replaced due to poor maintenance.  When asked about maintaining the pool Mrs. ****** stated we havent put chemicals in the pool because we arent using it. The owner did the work himself to replace the grids to avoid the homeowner being charged for labor and only had the homeowner pay the cost to replace the grids as a customer service. *****, the start up person, made notes at the start up that the autofill connection needed to be made, so nothing was forgotten on the project. Yes a pipe is damaged under the concrete that the homeowners concrete contractor installed and drove a stake through during forming. So again, as a customer service to this homeowner, we had our plumber plug the line to stop the water loss. Normally we would offer to give an estimate to repair it but due to this customers treatment of our staff and their continued slander of our company we are not interested in doing work for them outside of the completed contract and warranty obligations