FAMILY POOLS INC

I previously reviewed this company. After the review appeared, the owner of the company contacted me and came out to see the problem. He did send his workers back out and they cleaned and repainted the patio. I do feel that it took way to long to fix the problem and the lack of a any attention to my problem until the review appeared would make me think twice about rehiring.

Thanks to family pools I now have an amazing pool that will last for many years to come. Frank helped me through the entire process, and handled everything in a professional manner. Thanks to Frank I now have the best looking pool in the neighborhood. I would definitely hire family pools again.

Repair was done in a timely fashion and at a reasonable price

Workers were on time, courteous, professional, and workmanship was excellent.

on time, smooth, no surprizes!

Very well. Starting job on a Friday caused extended time with no work Sat pm or Sunday.

It seemed fine when they did the pool.  It looked good.  Tiles are now falling off the step and there is a big crack in the step.  We found out, as the new tiles were falling off, that they didn't remove the old tiles on the step they just put the new ones on top of the old ones. That would have been fine, IF they ground the old tiles to make them rough enough that the material they were putting over them would stick. There is also no sign of a bonding agent, that should have been put on the old surface to make the new surface adhere well.  Unfortunately they cut corners to make a buck.  I tried to contact them on March 12th.  The woman at the office told me to call a guy named Mark.  I had left messages for Mark and had not received a call back.  I got no answer at the office after that.  When I called from my cell phone, the woman picked up but when she heard my voice and my name she hung up on me. I started calling again December 3rd after dealing with my mother's passing and once again I am just getting the voice mail.  When I did get a hold of someone, they said a guy named Frank would be here on Dec. 5th at 1pm. 1pm came and went and I called the office. Got the voice mail. Called again and spoke to a woman, who said that she had called and left me a message, that they had to reschedule. I said that I never got a message. She gave me the number she called. The last number was wrong. When I got off the phone, out of curiosity, I called that number she said she left me a message at. It was a fax. I called her back and asked her how she could have left me a message on a fax number. She sounded dumbfounded.  Dec. 6th @ 1pm was the new date. That came and went as well. I called the office once again and got the voice mail. I wanted to know if Frank was coming. I had not gotten a call from Frank, her or anyone else, that he was going to be late. I  said that maybe she called the wrong number again. I asked her to please call me and left my phone number again. This company does not treat their customers with respect. I don't know what other reason why they wouldn't want to come out and take a look at my pool and make things right, other than they know what kind of a job they did in the first place. Buyer beware!

February 18th 2013, Frank came to look at the step. He said that it was a prep problem on their end.
February 26th they came and fixed the step and replaced the tiles on the step. The color is a bit off from not using the same product as when it was first done, but I was told that even if they did use the same product it wouldn't have looked the same because of fading and wear. I am just happy that they came out and fixed the problem at no charge. Frank also told me that he hired a new person to handle the phones, because he was getting a lot of complaints about whoever was answering the phones before.
Over all, I am happy that my pool is back to normal again. updated 1/09/2017 - This is an extention of a review I did a while back. My third step started to crack and loose tiles, just like the second step. I once again called them and as usual got the run around. I called Frank himself and he told me to call the off to set up a day for them to come out, at their expense and fix that step and tiles. I called and some lady said that someone will get back to me. I never heard back from anyone. I decided I am not going to aggravate myself and play their games, so I am done with them. I will have to redo our whole pool to make it match. When they fixed the one step, it looks aweful, because they can't get the same color that was originally used. Tha could have all been avoided if they would have just opened up a new container of bonding agent to do the steps. They were the last thing done on the pool. They obviously ran out of bonding agent and decided to cut costs and not do the steps. Frank, don't bother calling me and if you decid to answer this with with some excuse, let my picture speak for itself.

My 20 year old pool was in desperate need of some TLC so I got some quotes and chose this company to do the work. The work was completed March of 2011. While the work was done on time and without too much hassle, I have to say that I was not impressed with the way the job was left. In order to repair the skimmer a large part of the deck was removed for access. That piece still sits in my back yard. It's much too heavy for me to move on my own. In addition when they were spraying the inside of the pool someone must have lost control of the hose and ended up spraying the product on the side of my newly painted house. No one ever apologized for that or offered to touch up the area. About 9 months after the work was done I noticed some tiles that had cracked so I called the company to have them replaced. Someone showed up, asked me if I had any extra tiles laying around because he didn't come prepaired with replacement tiles. Luckly I did have some spare tiles, that I found left out in the grass by the way, and he was able to do the job. I got the impression that he had better things to do then fix the tiles and he must have been in a hurry because he left chunks of tile adhesive on the pool deck as well as in the pool itself. Again I was left to clean up the mess these people left behind. BTW when the guy come to replace the tiles I asked him to also remove the large piece of deck that was left behind from the initial work. But since he couldn't be bothered to clean up his own mess he wasn't about to remove the old piece of deck and it to this day it sits in my back yard. So today, two months out of warranty, I called them to let them know the pool is losing 5 inches of water in a 24 hour period. I was informed that it would be $250 to do an inspection and any repairs would be extra. I asked about the warranty and was told that it's over. I told her I would call her back. After thinking about how I've been treated in the past, and they way I was treated on the phone I decided I would rather spend my money elsewhere. I called her back to let her know that I did not want them to come back to my home to do anymore crappy work and that I would take my business where it was appreciated. She told me fine and that she thought it was funny that I was only complaining now that I would have to pay a leak check fee and then she hung up on me. I had to call her back from another phone number, one she didn't know, just so she would answer. I then told her that I was going to write a review on Angie's list and that she was a nasty woman to deal with. Beware of this company! Good customer service and happy customers do not seem to matter to them. Just to be clear the pool came out nice. It looks brand new. I just have a problem with how I was treated after the work was done and I don't like being hung up on. And one more thing...I wasn't looking for a free leak repair. I understand the warranty period was over. I had only hoped they would have worked with me on the price if it turned out to be something related to the work they had done. As it turns out it was related, but I had it corrected by another company. One that treats me with respect and values my business.