Reviews

Review Details

• Review fromHeather D

  Date: 04/22/2024

  1 star
  This company talks a great game to sell you the pool of your dreams and then leaves you hanging when the project is finished with a total disaster! Within the first year of having our pool built, we started noticing rust stains on the bottom of the pool. They were going all in one direction across the deepest end of the pool. After doing some research we discovered that this can happen when the rebar from the underlying concrete is too close to the surface and it causes stains on the plaster. We called and were told they would come look at it. Their excuse was something sat on the bottom of the pool and left the stains. We explained that nothing had been sitting on the bottom of the pool. Long story short, we were given the run around by them saying they would have the plaster guy come out and take a look . No one ever came to look. The stains got worse and eventually our calls quit being answered. We spoke to two other people who had pools built by this same company who had issues with the same rust stains and the same story that once the build was finished they were unable to get resolution. Be aware of this company. They do not stand behind their work. If you have any issues with your pool, dont expect them to work with you to make things right.

• Review fromJ. U.

  Date: 11/11/2022

  1 star

  J. U.

  Date: 11/11/2022

  What a disaster, ***** and ****** talk a great story before the sell. Approximately one year after our pool build we had some concrete cracking, drainage issues, and some flagstone rocks that had moved. We contacted ***** and ****** and they came to look after 6 months of waiting and they claimed someone would come fix the issues. After months I call him to ask when would someone arrive to repair these problems and a timeframe he told me he was busy and offered advice on how I could fix them! After telling the company I would not be doing this and it was their responsibility and explaining us being unhappy with the process he reports he will no longer have communication. Stay away from this company at all cost.

  Custom Pool Designs

  Date: 11/28/2022

  The issue that was brought to our attention had to do with the deco-seal needing to be replaced. This was caused by the sprinklers that were placed (by the *******) in the retaining wall. The Contract clearly states that we are not responsible for landscaping or the results from adding a flower bed without adequate drainage. This is the reason we offered advice on how he could fix his problem. The flagstone movement is also a result of the water channeling from the flower bed which was improperly drained. As for the concrete cracking and this being the first time we heard of it... our contract clearly states on page 4, (9) "Steel reinforced concrete will crack naturally but should not separate. (Contractor will attempt to alleviate stress with control joints as needed)". The ******* project was a difficult but successful build. The pool is built on a steep hill, less than 10 feet from the dwelling. The lack of the homeowner properly draining the flower bed (they built) is what caused these issues. We are a responsible company with 30+ years in the pool design and construction business and have thousands if happy customers. We do not enjoy explaining to a customer how they might have caused their own issues but we must be honest. The reason we've opted not to have any further communication with the ******* is that they have personally attacked us, our company and even our faith on social media, ****** and Birds Eye with slander and gossip.

  Custom Pool Designs

  Date: 11/28/2022

  *Brideye

  J. U.

  Date: 11/28/2022

  In response to their reply let me state the facts. The flower bed and drainage was designed and built by the pool company. Yes we added a drip system for the flowers that has been non-operational for well over a years and the problem continues. They always have an excuse as to why they do not stand behind their product after the sell, period! Bottom line is we trusted them and they have not done what they promised! I have been contacted by multiple people who have had similar complaints with Custom Pool Designs and would warn to people to stay away.

  J. U.

  Date: 12/01/2022

  In response to their reply let me state the facts. The flower bed and drainage was designed and built by the pool company. Yes we added a drip system for the flowers that has been non-operational for well over a years and the problem continues. They always have an excuse as to why they do not stand behind their product after the sell, period! Bottom line is we trusted them and they have not done what they promised! I have been contacted by multiple people who have had similar complaints with Custom Pool Designs and would warn to people to stay away.

  Custom Pool Designs

  Date: 12/01/2022

  Here are the facts... as an extra step and to try and help the ******* (explained during and after construction) when we built the pool with the raised back, which was necessary for the severe sloped yard, we provided three sleeves to allow access to the wall area of the pool. The sleeves are provided for adding lighting, drainage, sprinklers and anything else they may want to add when finishing out the landscaping around the pool. As stated in our contract (Page 4 (#4, 5, & 7)) and on the laminated drawing with the original bid - we do no provide any type of landscaping ie flower beds and drainage for flower beds as we only have time to design and built the pool. And as I mentioned, we have built thousands and thousands of pools over the last 30+ years for many happy customers. In this case, It seems to be enviable as there are a some people that we cannot make happy.

  J. U.

  Date: 12/01/2022

  And hopefully everyone is taking notes on the verbiage the owners are using! If you look at the contract on page So when my wife and I first *************** and ****** it was really a great interaction and we were promised that they would always do what right and this was just a formality. Well now we see what their words means. But what is more concerning is the amount of professionals that have reached out to me with very similar complaints about ***** and ****** from Custom Pool Designs. Personally I dont see how you can treat your customers this way in such a small town. Stand behind your work, and do what you say you are going to do! Not only is it common sense but its the right thing to do. And what about the rocks on fountain that are falling off? I guess that wasnt your fault either. Ill wait for the next excuse

  Custom Pool Designs

  Date: 12/01/2022

  As mentioned, please read your contract and hopefully it will clarify everything. We do not feel that it is possible for us to communicate with the ******* in a productive manner - we have said all there is to say and this will remain a disputed issue! Thank you, Custom Pool Designs

  Custom Pool Designs

  Date: 12/08/2022

  We were challenged, to put it mildly, to find a way to design a pool that is structurally sound in the side of a steep hill. That is what we contracted to do and were pleased to complete. The design left a long narrow area for the customer to landscape ( simply a place where we did not pour patio ) to discourage diving into the shallow end. THE AGREEMENT WE SIGNED WITH THE ******* CLEARLY STATES THAT WE DO NOT CONTRACT LANDSCAPING. The flower bed, if you will, that the ****** installed did not have drainage addressed and thus water finally "channelled" down to the pool coping/patio joint and bubbled up with small amounts of sand. I told the homeowner why he was experiencing this and that he needed to install drainage in the upper flower beds he built. The homeowner mistook this as telling him how to address an issue I was responsible for. I wish the best for the *****"s .

  Custom Pool Designs

  Date: 12/08/2022

  We were challenged, to put it mildly, to find a way to design a pool that is structurally sound in the side of a steep hill. That is what we contracted to do and were pleased to complete. The design left a long narrow area for the customer to landscape ( simply a place where we did not pour patio ) to discourage diving into the shallow end. THE AGREEMENT WE SIGNED WITH THE ******* CLEARLY STATES THAT WE DO NOT CONTRACT LANDSCAPING. The flower bed, if you will, that the ****** installed did not have drainage addressed and thus water finally "channelled" down to the pool coping/patio joint and bubbled up with small amounts of sand. I told the homeowner why he was experiencing this and that he needed to install drainage in the upper flower beds he built. The homeowner mistook this as telling him how to address an issue I was responsible for. I wish the best for the *****"s .Submitted: 12/08/2022

  Custom Pool Designs

  Date: 12/09/2022

  SUMMARY:We were challenged, to put it mildly, to find a way to design a pool that is structurally sound in the side of a steep hill. That is what we contracted to do and were pleased to complete. The design left a long narrow area for the customer to landscape (simply a place where we did not pour patio) to discourage diving into the shallow end. THE AGREEMENT WE SIGNED WITH THE ******* CLEARLY STATES THAT WE DO NOT CONTRACT LANDSCAPING. The flower bed, if you will, that the ****** installed did not have drainage addressed and thus water finally "channelled" down to the pool coping/patio joint and bubbled up with small amounts of sand. I told the homeowner why he was experiencing this and that he needed to install drainage in the upper flower beds he built. The homeowner mistook this as telling him how to address an issue I was responsible for. I wish the best for the *****"s .Submitted: 12/08/2022

  J. U.

  Date: 12/09/2022

  Summary in response to ****** last post. As you can the the company only wants to cast blame and speak of the CONTRACT! Bottom line is we trusted them and were on it taken advantage for months to years, and the problems are still not repaired. They still have not spoke about the waterfall and flagstone that are moving. I guess this is not their fault either. There are lots of reputable pool companies in Longview and cant believe a local business would act in this manner. I have had multiple peers reach out to me over past month with similar issues. Stay away unless you want to be holding the ball at the end. They will not stand behind their work!!!!