I am writing to share our extreme dissatisfaction regarding the process of purchasing and installing a pool from Challenger Pools. Our process began on March 3, 2019 and did not commence until November 8, 2019. It began with our salesman Kevin, who was scattered, brained as he lost documents, tile selections, and plans to submit to the county. Kevin informed us that the total process from 'contract to swimming? was 4 months, which took into consideration county and HOA approval. He stated construction was 6-8 weeks, both of which were vastly incorrect. Our second project manager stated we should have been told 8-10 weeks, which was also not correct. Additionally, all employees should be stating the same policy, which they are not. Your company grated our backyard on May 24, 2019, the Friday before Memorial Day, WITHOUT HOA approval or notifying us. Had they contacted us prior, they could have averted the mistake they made. This was a holiday weekend when we were having guests from out of town and our backyard was a mess for 8 weeks and we were unable to water our lawn for that time frame as they had broken our irrigation system. We understand we would have contended with that issue during the construction but not for 8 weeks when no work was being done. When we called to complain, their response was it was the scheduling department's fault. Our first contractor Tommy was never accessible and unresponsive to our texts or phone calls. We understand the HOA approval is an uncontrollable from your standpoint; however, part of the delay was the wrong plans were submitted to the county from your company that had incorrect measurements for the setback. Finally on July 8, 2019, we received HOA approval and notified your office. For 2 weeks we attempted to get a status update on when construction would begin and on July 21, 2019, with no advance notice, 4 � months from the time we signed the contract, we came home to an outline. On July 23, 2019, the hole was dug for the pool and no other work was done for 5 weeks until August 21, 2019 when the concrete was poured. We will concede there were some days it rained but 5 weeks without any progress and no communication? On September 3, 2019 we were advised both Kevin the salesman and Tommy the GC were no longer with Challenger Pools and Mark would be our new GC contact. I called and texted Mark on September 10, 2019 to discuss all of our challenges and revised schedule and he stated he would call me after his construction meeting, he never did. It appeared that we were going down the same road again. On or about September 15, 2019, I called Cody Pools to lodge a complaint. I was given the cell phone number of Brett, Mark's supervisor. I had a nice conversation with Brett and he assured me we would be satisfied and Mark was going to be attentive and accessible. I attempted to give Mark another opportunity. We were assured that we would receive better customer service, which neither Kevin nor Tommy provided. However, sadly that was not the case. The next work that took place was on September 20, 2019 when our pavers were installed and we were promised by Mark that it would be complete in one day but if not they would work through the weekend. That of course did not happen. I began to include Brett in all of my text correspondence I had with Mark. Gunite was completed on October 3, 2019, 5 weeks after concrete was poured. Water went into the pool on October 4, 2019 and final punch work was not complete until November 8, 2019, 8 months from signed contract. We lost the entire summer that we should have been enjoying our pool. In addition to poor communication, a very slow (and in my opinion unavoidable) process, and lack of urgency from GC, there were additional items that caused the delay including broken filter that didn't pass initial plumbing inspection, pool light that was broken 5 days after install, (it was sitting in sludge with the electrical cord exposed for about a month and I specifically asked Mark about it and he said it would be fine, clearly not), broken sidewalk, cracked meter box, a missing umbrella valve sleeve on the plans that was missed, plumbing issues for waterfall and salt cell, clean up that was delayed weeks due to scheduling issues, alarm scheduling issues, and numerous broken promises and revised completion dates. Between my husband, myself, Mark and Brett, there were over 350 texts/pictures sent between us all between the end of August and November that I can provide if necessary that demonstrate all of the issues contained in this letter. I had tried numerous times to maintain my patience but between delays, no communication and a condescending attitude (have texts to support), I shared with both Mark and Brett that due to all of our issues, I was requesting some form of compensation at their discretion as it was clear that this was a very unprofessional job that caused delays and frustration that Challenger was responsible for. It's completely unacceptable and is definitely a reflection of your company, to have had so many issues. Additionally there were major communication issues and subcontractor issues that also poorly reflect on your company. Had I not stayed on top of the issues, we'd still be dealing with this nightmare. Part of the problem is the sub-contractors you hire as they also reflect negatively on your company. As you can imagine, I am beyond frustrated and honestly offended there was no effort on Brett or Mark's part to provide any compensation particularly as they were informed I would be contacting Cody Pools. One last note, we still have not received our lien release. FROM THEIR WEBSITE:A beautifully designed pool is only as enjoyable as it's construction quality. Cody Pools is consistently recognized for our superior swimming pool construction process. Even more impressive is our constant ability to construct a pool with a minimum of intrusions to our customers? property, and their schedule. On average, our construction process can have you enjoying your pool in as little as 30-45 days. While other pool companies can leave you in frustration over the length of construction due to their available resources and overall quality, Cody Pools lets you enjoy your swimming pool quicker, and worry free.