Heatwave Pools

After contacting several different companies to purchase an in ground pool, we ended up going with Heatwave Pools. They got started pretty quickly with digging the hole for the pool and such which was exciting! They installed the liner of the pool and stuck our water hose in it to fill it up. I walked out to look at it and noticed the corners of the pool had a lot of space in between the liner and foundation of the pool. I thought that was weird, but figured it would fix itself once it was completely filled up with water. By the steps of the pool, they did not cut the pipes properly so it was just sticking up on the sides of the steps. Again..I thought this was strange but figured it could be something that was fixed later. We also purchased an automatic pool covering for the pool, which they said a separate company would come out to install. It took several weeks for that company to come out and install the pool cover. Meanwhile, it's fall and our pool is just open with all the leaves and gunk going in to the pool. Someone came out to inspect the pool covering and in passing mentioned that when they came to replace the liner, they would redo the pool school. Of course this was a shock to me, because I didn't know the brand new liner would need to be replaced. Apparently, It was not installed correctly and they had ripped it. The corner pieces were not put in when the liner was installed, so that empty space I was feeling from before was in fact not supposed to be like that. The piping by the stairs was also not done correctly. They also had put the electrical panels that control the pools lights, heat, etc. on the side of the house which we were promised would all be fixed. The guy stated someone would be out in the next few days to the electrical panel. Let's fast forward almost 5 months. Someone from Heatwave finally comes out to remove all the garbage and extra pieces they left from installing the pool. Fast forward 2 more months nobody has replaced the electrical panel. And here we are currently. On the day that was scheduled months ago that they were supposed to be here to drop a pump in the pool to drain it so that the liner could be replaced tomorrow and the next day...and they cancelled it. And they once again have to send someone out to look at the electric panel. In between all these months of the pool originally being installed and now. I have contacted them so many times regarding the pool and the panel. If I ever get a phone call back, it's always "a work order is being put in" and I never hear anything. Or, I am given an appointment day and time and it's cancelled on the day of the appointment. In total we paid around $125,000 for this pool. A pool we have yet to be able to use. A pool that was poorly installed and needs to replaced. And with a company that keeps giving us the run around. I would give anything to go back in time and choose a different company. This has been a horrific experience.

Excellent from start to finish

They were good at first, but became bad about letting me know what was happening, when, and why? They did things without consulting me. They finally stopped responding to my messages. I have one very small task that still needs to be completed. They have promised me multiple times that it would be done, but it has not.

unknown

We had been trying to get another company to give us an estimate and approximate start date for the repair work for over a year. That company kept saying it was their busy season and never did come out. The other company also told us that it was impossible to give a quote on this kind of repair (at this point just cracks in bottom of pool and repainting), that we would just have to see how much it would cost once they began the work. Heatwave Pools came out the same day we called them, gave us an immediate estimate, and began the work within the week. Finished product looked great, but we still appeared to be losing water. Heatwave came out immediately and checked everything thoroughly. (We'd had a leak detection company come earlier in the process, and they only found the hairline cracks.) Cheri came back several times in the next few days, and was able to detect a nuance of sound in the one skimmer. They dug out the skimmer (which was cracked!),  replaced the entire thing, and made the concrete patch match the rest of the concrete. They were incredible to work with, solved a leak problem that multiple leak detection and repair companies could not find, and left us with a problem free pool for the first time in several years.