INNOVATIVE POOLS & SPAS

We had a great experience with Innovative Pools and Spas. We found them through a neighbor who has used them twice on two separate pool builds. Met with Dan initially who drew out the pool and provided a quote. My experience with him was great. I had many back and forth's before I was satisfied with it's look and feel. Not because of Dan but because I kept changing my mind and adding or subtracting things. Through it all Dan was a professional and worked with me till I was satisfied. Once I signed off on the pool design a meeting was set with Brian. Brian came to the house spoke to us about the design, drew it on the lawn and gave us a start date for the dig. The crew showed up on time and quickly went to work. We did have a few issues with the excavation crew but Brian was quick to handle. Also due to the slope of our land we had to have a quick redesign/revamp of out pool design on the fly so the excavators could continue there work. Although this was stressful for us Brian and Dan kept there cool and were always so professional and us the new design quickly to account for the slope and the work continued. We made several on the fly modifications while the pool was being built (i.e. raise the water wall, instead of straight fire pot add water spill way, increase size of side patio, and have hot tub surrounded with glass tile instead of have lueder on top. Through it all Brian was always available to us and always provided pros and cons and additional cost estimates if needed. If you decide to use Innovative please also request Miguel for your stone tile work. Brian and Dan have several other tile and stone workers but Miguel is by far the best. He is a perfectionist. He is dedicated. He loves what he does. He works non stop even in the rain and is always willing to change things up on the fly and even asks your opinion on how you want your stone to lay before he cuts it or puts in place. Some times you may have to wait on Miguel to be free to start but it is worth the wait. He is phenomenal. We also had some drainage issues due to the slope of our land but Brian, Miguel and his team were on top of it and now drainage is NOT an issue for us. They ensured we have a beautiful pool that even mother nature can't destroy. I know my family and I will be enjoying it for many years to come. We will be recommending them to anyone looking for a great pool builder at a reasonable price.

The pool deck sank costing over $7k to repair, contractor would take no responsibility to repair it

Our experience with this company was pretty good. We had them install a pool/spa with gas fire pit and built in BBQ. It's only been a few weeks, but we are very happy with how it turned out. If there was a drawback, it took about 11 weeks than the original 6 week plan, but we expected it would take longer. At times, they were very prompt in returning my calls, and at times it took a few days. That wasn't an issue considering our pool wasn't the only one beint built at the time. They followed through with any issues or changes that we wanted. Pricewise , they were very competitive and were the only one who honored the same price after getting a quote a year earlier. We did a salt water pool. We also went with the LED Changing color lights.

Hiring this company was a huge mistake.  They are the most arrogant, unprofessional people I have ever had to deal with.  They have absolutely no concept of customer service and since there was one problem after the next this was a big issue.  Once the construction began so did the nightmare.  I built a new house and Innovative Pools and Spas built the pool and stone deck and it took longer for them to complete their portion of the construction than to build the entire house.  There were definitely delays in finishing the pool and deck because of the house; however, once the issues with the house were resolved and they were able to continue their work it took two more months to finish the deck and then another three months to plaster the pool. 
   The first major problem was with construction of the stone deck. They were cutting stone right by one of my sliding glass doors, which they shattered and it needed to be replaced. Although they did pay my builder for this they will continue to deny it was their fault.  After grouting the deck, their mason dumped buckets of watery grout all over the gravel and into the planters in my backyard, which caused almost $2000.00 worth of damage.  Innovative Pools told me they didn?t want my landscaper to do the repairs because of the cost and that they would. That never happened, and after three months of constantly emailing them, texting, calling, they told me they didn?t want to be bothered and to just have my landscaper make the repairs!
    Almost as soon as the deck was finished, the grout started to crack all along the linear drains, and in other areas as well.  Stones began to crack and it took literally five months of me constantly badgering them for them to come and replace the cracked stones and the cracked grout.  It was torture getting them to finally address this after promise after promise to fix this problem. I am certain I will continue to have major issued with the deck.
   When they came to run the cables for the pool lights through the conduits to the pool it was noticed that one of the conduits had been cut.  According to their plumber it was most likely their mason who cut the conduit and then took the cut conduit and used it as an overflow pipe connecting it to the skimmer!  They had to dig up a portion of my backyard to run a new conduit to replace the one that was cut. At the same time it was realized that the water ?auto fill? I paid almost $1000.00 for was never incorporated into the pool.  
   I was living in the house for almost two months before they finally plastered the pool (9 months after they began construction on the pool).  As soon as the pool was filled there were leaks from almost every single piece of pool equipment.  It humors me that they regarded these leaks as ?drips? and it took them almost two weeks to come and address these ?drips?.  It took their plumbers several trips over a period of at least another two weeks to finally fix all these leaks.  At the same time they now had to place an auto fill sensor in the pool and connect it to an electronic auto fill device and valve.  When I came home after this had been done, water was overflowing out of my pool onto my deck and into my backyard.  The auto fill was not shutting off.  I could not believe this.  It turns out that they had set the valve to ?manual mode? and not ?auto mode?, which is why the filling did not stop.  I have no idea how many gallons of water were wasted because of this as my backyard was completely flooded. When they installed this sensor, they needed to remove the grout between two of the coping stones to run the sensor cable.  Instead of refilling the space between the coping with grout, they used caulk that on the bottle specifically said ?for interior use only, do not expose to excessive water?!  I saw this myself and pointed it out to them. They said this is what they always use!!  Sure enough as soon as it rained all this caulk was washed away.  The defect was eventually grouted.
   There was a small crack in the plaster on one of the steps.  Again, I had to badger them for months to get them to arrange for the plaster company to fix this.  They came and scraped out the crack but did not have the correct color match to patch the scraped plaster.  They told me they would return but never did.  That was at least two months ago and once again, despite email after email to Innovative Pools and promises that they would have the plaster company return, no one has come back to fix the ugly spot left by the plaster company.  
   Next was the heater for the spa.  They could not get it to start and said that my builder installed a gas pipe that was not big enough.  The gas pipe was sticking out of the side of my house for almost a year and how they ever hooked up a heater that would not work with that size gas pipe in the first place is mind boggling to me. Did they not notice that the gas pipe was not the right size?? Innovative Pools told me that it was my builders fault for not installing the correct size pipe they supposedly specified and that my builder would have to pay for a smaller heater.  Really!  It turns out that the gas line was a high-pressure line and the reason that the heater would not start was because there was too much gas and all that was needed was a pressure down regulator.  Unbelievable!!  As soon as they installed the down regulator as my builder instructed, the heater worked fine. 
  They also never connected the ozone generator to the pump, which they only inadvertently realized when they were here trying to figure out why the heater wasn?t working.  It could potentially have never been connected and I would never have known.  
  The air relief valve on the filter broke (in the off position it was spewing out water and air) and they sent someone to come look it and made it even worse although they claimed it was fixed.  I was so fed up that I ordered a new air relief valve on Amazon and installed it myself!  It works perfectly now. 
  My builder and I noticed that two more sliding glass doors were riddled with metal marks on the exterior, many beginning to rust.  My builder and I independently confirmed that this had to be the result of metal being cut close to the door.  The only time metal was cut while these doors were in place was when the rebar was being cut for the pool and deck.  My builder addressed this with Innovative Pool as they said ?he is crazy? and denied it was their fault.  My builder ended up replacing these doors but again this was a consequence of the sloppy work of Innovative Pools.  
  They left such a huge mess in my backyard with boxes, and all the trash from installing the pool equipment.  There were wires and plumbing pieces everywhere.  It took them months to finally have someone clean this up and they did such an incomplete job I ended up doing a lot of it myself.  
  The most recent and most serious problem is that the passive overflow pipe from the skimmer does not work.  I constantly had to manually drain the pool during the entire month of May as it rained torrentially.  I thought something was clogging it, which is not the case.  When Innovative finally came to look at it I had drained the pool below the level of the overflow drain.  They took my garden hose, put it into the skimmer overflow drain, and of course under pressure water came out through the drain.  They were incredibly arrogant and spoke to me like I was a child. They said it was working fine; there was absolutely nothing wrong with it. I insisted this was not the case and they rudely told me to call when it happens again!  At the same time, I was reminded I owed them money which of course at that time I had no intention o

It was great working with both Dan and Brian. They really paid attention to what I wanted and gave it to me. My salt water pool is beautiful and so is the surrounding deck! They used the best of materials including the pool tile, Hayward pool equipment, the stone around the pool and much more! I have to really compliment the contractor that did the stone around the pool!! Beauiful!! I highly recommend them if you want great value, professional service and great follow though! You can rely on them to complete everything they commit to doing.

Innovative Pools advertises that they do not collect payment until after work is done. They do not live up to this advertisement. They do begin digging before asking for payment for that portion of the project but then they refused to continue work until they were paid up front for the rest of it. By then we had a hole in our yard and not much recourse as the owner of the company stated that the contract didn't mean anything to him when reminded of its terms.

When we placed a complaint with the BBB, first they denied our claims. When we offered documentation supporting these facts, they changed their tactic into trying to intimidate us into taking down our complaint. When we again refused, they tried to bribe us into taking down our complaint!  The only approach they didn't try was to actually do a good job.  These people are terribly unprofessional and simply do not know the meaning of the word "respect".

As if that weren't enough, the work they have done is shoddy.  For instance, they placed a drainpipe sloped inward instead of outward which created a big problem when we had a storm, filling up the pool with runoff dirty water.  The sundeck around the pool was placed unevenly which results in puddles. The problems are many and varied.  A responsible company would try to fix the errors, these guys don't.

Do not get taken in by their promises of fast work or payment upon completion. Neither are true. We're going on three months and our pool is not done yet simply due to their refusal to work as agreed. The process has been very stressful, if we had to do it over, we wouldn't. We would not hire these guys for anything ever again and we would not recommend them to anyone.

It was a very low maintenance ordeal from start to finish. Each stage from digging to rebar install to concrete, stone and gunite was very efficiently completed.  Brian was there at each stage, always checking progress and to let me know what to expect next.  Any problem I had or issue was resolved immediately.  It is a very messy job but it was kept to a minimum at all times.

It was a great experience.

After getting three estimates and checking references, I decided to use Innovative Pools and Spas. They were, in fact, the only company that gave me the names and telephone number of folks I could call and ask about their experiences. This was a large expense to me so I wanted to make sure I knew everything I could about them. They received high marks from everyone they worked with. I called them on Monday and told them I was ready to go and the job was finished by that Friday! They were professional and concerned about providing quality service. There is absolutely no question that this is an ethical and reputable company. I would gladly do business with them again. I was very impressed with the longevity of relationships the company has with its subs. That tells you a lot also about the kind of business people they are- and assured me that they knew the quality of the work that their subs do!

Innovative did a great job and completed it in only six weeks. The work also included a deck around the pool. The only thing I would have done differently, was to be present while they were doing the masonry and tile laying, which I think they could have done a litte better job on.