Shasta Pools & Spas

The planning and sales experience went great. Everything after went south, had the president out to assess the problems - nothing was done after. Regret and anger

Communication and customer service was non-existent. They painted the pool the wrong color and then laughed and told us "maybe you'll end up liking it." Did not update the program they wanted us to use (Builder Trend) and we ended up overpaying before the pool was even finished. Took 6 weeks to get our money back. Would get emails at the END of the day from Alexis Florio (the supposed "coordinator") saying the workers would not be there that day. The rest of the time, random people would show up in the backyard and we had no idea they were coming. Broke irrigation pipes and when we asked when they were going to fix them so they could continue the process, they told us our HOA should fix them. Told us we were the ones that had to get SWG to come out and inspect the gas installation as SWG wasn't responding to Shasta's emails. Customer service wise, they never returned phone calls and took up to a week to get back to us with emails. Installed equipment with no manual on how it works. Have had 4 service people out to help us figure things out. Still trying to get the owner of the company to call me. I've left four messages. For a big ticket item such as a pool, you would expect decent customer service. I would NEVER recommend this company and would advise to run the opposite direction.

Do not hire Shasta. They will not finish. It has been a year and took our last large pay and now will not even answer our phone calls or text. We r in the process of starting legal action

AWFUL.... It was truly the worst experience. They never kept their word or commitment. They didn't follow direction. Never took responsibility for their mistakes or misdoing. Total lack of communication. It has taken 10mos to complete my pool.

Good communication, prompt work completion. Some confusion about scope of the work but thes didn't lead to excess payment.

Pam and Mark were great

Our experience with Shasta began months ago, when we started to build a new home. After the home and site were selected, we met with a Shasta designer, Dean, and he patiently helped us create the pool of our dreams. However, due to unforseen circumstances, we ended up switching homesites, and the second homesite, being smaller, necessitated a redesign of our pool and surrounding area. Once again, we met with Dean, and once again, he patiently and graciously helped us plan out everything we wanted. Given that this was our first pool, he had to answer a lot of questions as well as explain a lot of the technology behind Shasta's equipment to us, but he did it all with a smile and years of experience to back him up. Throughout the entire process, Dean was responsive to any and all questions/concerns and always got back to us right away. Our build coordinator, Danielle, was equally professional and patient, because again, we had so many questions along the way. She worked with our pool foreman, Dwayne, to provide constant communication regarding our build. Like Dean, Danielle was quick to respond to any questions/concerns we had along the way. The pool went in on schedule, thanks to scrambling on the Shasta end through no fault of their own; we had a delay with the building of our home on the builder's end, which put Shasta unnecessarily slightly behind schedule. Danielle and Dwayne, however, were on top of things and made sure that things were caught up in time for closing. After the pool was installed and functioning, we were given a thorough orientation, and the foreman came back to meet with us to make sure we were happy with the results. We had one small issue with the finished pool, but between our foreman and the manager of Shasta's Customer Care division, who both contacted us personally, the problem was handled quickly by an experienced Tech who not only remedied the issue, but also took time to answer more questions for us. The pool has run flawlessly ever since and looks beautiful. Consequently, we couldn't be happier. The entire process, from the first time we entered the door of Shasta Pools and were warmly greeted by Linda, was enjoyable and professional.

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It didn't go well from the beginning. The gentleman that ended up coming out here to give the estimate, I believe his name is Keith was extremely hard of hearing and I had to repeat myself over and over. I had to keep telling him how to spell my name and street. He called 4 times on the way over trying to get directions. He was here for over 2 hours. We were sitting in the sun and I asked if he could do the paperwork inside to get out of the sun and he said no he was fine. I however ended up on the patio to get out of the sun while he mumbled to himself over and over. It took forever to get the estimate. I did not care to know that the owner was  an alcoholic in the 50's but found God in the 60's, how in the recession Europe was still ordering their products, how they have over 100,000 pools among other things that did not pertain to the estimate and and on....... I FINALLY got it and it was $1000 over what I got from two other Angie's List companies. I told him that I had to get the best price and then got lectured about every little thing on any other company, what product were they using, because  you have to be careful (yes, I know), did they have a showroom, (one of the other high ranking Angie's List companies with over 18 years of experience work out of their home but have an A rating so I don't care where the showroom is, a lot of people start their business' out of their home), kept hounding me as to who the other estimates were from (none of his business), naming several companies while I told him it was not important, and on and on and on.Then told me I'd get what I was paying for because NO company could make a profit on what my other estimates were. I felt like my father lecturing me! He puffed out of here  carrying his sample box of tile, I carried the other one, still lecturing. I am a grown woman, don't lecture me! I am not one to post comments anywhere but I won't be doing any business with them.

We were very pleased with all aspects of our pool construction.  Every crew that came out did a great job and were here when they said they would be.  We did not go with the lowest bidder, although Shasta was not too far out of line.  We chose them because of their extensive success in the Phoenix area, and the reputation they have for quality.  Their products are of the highest quality, and we feel it was worth a little more for such a great builder.  They had said they MIGHT be able to get it finished for us before our big Thanksgiving gathering, and they went the extra mile to make sure it did - we filled the pool the day before Thanksgiving, so our yard looked nice for our guests (although it was too cold to swim in yet!)  Every person we dealt with was very nice and professional, from our initial salesman, to our project manager, Mike, and the gal at the office who took many calls from me, Jennifer.  Thank you to all of you for making our beautiful lap pool a reality!

They did a marvelous job and I have no complaints.

I designed the pool, they tweaked it, and they did exactly what I wanted. I thought that the price may have been a little more than anticipated, but for the upgrades I chose and what I had them do, the price was appropriate for their quality. They have great communication with their customers and they always got back with me. It took a little longer than we anticipated because it turned out to be a hard dig when they can into caliche. We had to get an outsider for someone to come in with a jackhammer for the digging. That did delay the project for about 30 days. They felt so bad about it but there was nothing they could do. Everything else was great and went smooth. They really went above and beyond and I am glad that I chose them for the work.

They stand behind their product and they will make it right whatever doesn't work. They have the best quality pools in the area, best made, best construction. So, they cost a little bit more.

They instantly replied to me. They were very accurate, thorough and explained everything. I was very impressed and confident with them. I had a great experience so far. I would recommend them and I will use them.

We have used them on a couple of prior occasions. They have been working for about a month. They are almost finished and are still to do the start up today or tomorrow. I am very happy with their work and services so far. I will definitely recommend them to my friends or family members.

They take good care of me! When I called and complained about having a problem, it was taken care of right away.

They did a lousy job. They had to send out a second project manager to fix the mistakes of the first project manager. If it weren't for the second project manager, I would give this company all F's. This was a process that began in the spring and is still on going. I would never hire them again.

The designer spent a lot of time with us and drew up a plan that was excellent and just what we were looking for. The installers did a fantastic job. They made it look just like the plan and when they were done, they went over a checklist with us to make sure everything was perfect for and it definitely was.

The entire process was extremely poor. Customer service almost never returned calls. At one point Gary Shrader stated he would personally take care of the customer relationship because it had deteriorated so badly. Yet he also did not return phone calls and did not keep us updated on the status of the pool build. The contractors made numerous mistakes, including building the deck one inch too low which resulted in them having to rip out the decking and re-install it. The grout between the decking and the travertine coping was replaced three times, due to poor workmanship and mis-matched coloring. It became very clear that Shasta Pools had far too many customers, and a lock-in with Shea homes for tons of contracts, to worry about individual customers. They are focused on the total community and getting as many contracts as possible, rather than making the individual customer happy with the service and construction.

We had a leak around the pump of our pool equipment and called Shasta. The friendly phone rep listened to the description of the problem and scheduled us two days after I called. He said a scheduler would call the morning of the appointment and tell me when the repairman would arrive. The rep called about 7:30 AM and said the repairman would be out between 2 and 5 PM. Tom arrived about 4:30 PM and was very friendly and business-like. He checked out the equipment, diagnosed the problem and went right to work. Tom gave me suggestions for keeping our pool equipment mechanically sound, and explained a little about why he got to us so late in the day (it was perfectly reasonable given it's the end of May). He checked with the office to see if any of the fixes were under warranty (alas they were not). He explained the billing, I gave him a check, and we were done.

Shasta was a difficult company to work with. Numerous stages of the pool had to be attempted multiple times due to poor communication. It took forever to get them to finish (5 months) and it wasn't until a report to the Better Business Bureau that they became responsive. We are happy with the end result, but it was a nightmare getting there!

I am having a hard time coming up with anything positive to say about Shasta. The construction was abnormally slow, a pool of comparable detail takes 8 weeks to build, we are in our 15th week of construction and it's close to being done, hopefully another 2 weeks! We had to double check all the workers work because so many things were messed up, from not adding enough re-bar, to the wrong tile being put up on the border of the pool. Workers showed up when it was convenient for them, regardless of weather or not they had any appointment or not. I work from home so my schedule is flexible, but I do expect appointments to be made and adhered to, not just come and go as they please. Shasta has a great warranty package, but terrible initial workmanship.

WE WERE OVERALL DISSATISFIED WITH THE LEVEL OF COMMUNICATION WITH THE COMPANY, AND THEIR CUSTOMER SERVICE IS LACKING IN THE COMMUNICATION ARENA AS WELL. THEY ARE SLOW TO RESPOND AND, WHEN THEY FAIL AN INSPECTION, ARE SLOW TO RECTIFY THE PROBLEM. THE CRAFTSMANSHIP IS VERY GOOD, BUT THE PROBLEMS ARE CENTERED IN THEIR INEFFICIENT RESPONSES AND LACK OF COMMUNICATION.

WE ARE VERY HAPPY WITH THE POOL, BUT IT WAS NOT ON SCHEDULE. THE POOL TOOK 2 ADDITIONAL MONTHS FROM WHAT WE WERE QUOTED. WE ARE HAPPY WITH THE POOL, BUT THE CUSTOMER SERVICE WAS NOT GOOD.