Payne Pool Professionals
reviews and complaints

Our pool had an incorrect pool surface installed by Owner / Project Manager Sanders Payne. This incorrect surface was resurfaced but allowed to cure with dirt, rocks and debris in it. Over the last few months, white spots have begun to form where the original wrong color is protruding through. There’s also discoloration, footprints and other imperfections. We’ve contacted the company but have been told it’ll be a few weeks. Months have passed and now were making our dissatisfaction with this workmanship known.

since I got my pool serviced by Payne Pool Professionals, LLC. The chlorinator they installed has been a real headache. It never worked right from the start, and I paid the whole amount for it. Those guys just won't fix it, no matter how many times I complain. They ignore me, lie to me, and make up excuses. It's been a good two months now, and I'm still stuck with a faulty chlorinator.

Around February 2022, we signed a contract with Payne Pool Professionals, LLC for an in-ground pool. Installation began in late May or early June, and by the weekend of July 4th, the concrete deck was completed. However, there was a lack of communication for about 3-4 weeks afterwards. I decided to send a text to the project manager (PM) to inquire about the completion of the punch list items. It took them about a month to finally come back and attempt to fix some incorrectly done concrete. Unfortunately, their attempt resulted in a two-colored sidewalk. At this point, none of the punch list items have been completed.

When they eventually returned to address the punch list items, we did a walk around and had what they called "pool school." However, it was rushed so quickly that it made my wife angry because it felt like they just wanted to finish quickly. The punch list items still remained incomplete, despite the PM's assurance that he would take care of the two main items.

Now, one of the officers listed on Sunbiz, Shane Payne, wants to negotiate a deal where they get paid for work before it is done. Their reasoning is that they do not provide a warranty for concrete. However, since no final inspection has been conducted and we have an open contract, this should not fall under warranty work.

To make matters worse, the sand filter and pump are now leaking, but we do not feel comfortable informing them due to their terrible customer service and their attempts to pressure us into something we are not comfortable with. This is not what we expected or paid for as new construction. Our last communication with the company was on September 21st regarding these issues, but there has been no resolution.

*** wants me to do the final walk-through and inspection, but we believe they are just trying to rush us to say we are done. We refuse to purchase the alarm or the working lock until we are satisfied with the outcome.

April 19 I signed a contract with *** Pool Professionals for a 40 ft pool with a concrete deck. It cost me $50,930. In June, Payne Pool Professionals hired unqualified subcontractors to pour the concrete deck for my pool. They didn't do anything to protect the concrete from the rain. They just dumped a bunch of concrete into the pool. The deck is not level, and the sections around the skimmers were poured incorrectly. It's a mess. I told the company right away about the problem. The subcontractors tried to cover up their mistakes by using Quikrete, which is a type of concrete that flakes, bubbles, discolors, and cracks a lot. I contacted Payne Pool and told them that the deck would probably have to be removed and redone. They sent their project manager, John, to check it out. He agreed that it was terrible and promised me over and over again that they would fix it properly. He said they would make all the repairs to my satisfaction or replace the deck entirely. John and I worked together to come up with a plan to fix it. He said he would personally remove and replace the small sections of concrete around the skimmers. Then, Creative Concrete Consultants would remove the Quikrete cap and resurface the deck. The estimated cost for this was $6,400. They were supposed to start the work on December 21st, but then *** called and emailed me to say that they had taken John off the job. Their only offer to fix the damage was to let me keep my last payment of $3,200. That's not acceptable. I reached out to the owner, Sanders, and told him that I wanted the deck repaired as we agreed or replaced entirely. They haven't responded. I've had three concrete professionals look at the deck, and they all agree that the work is terrible and repairs are needed.

We got a pool from Payne Pools in January . For the next 10 months, we had a lot of algae growing in it. We had to drain the pool and change the water every month because of this. The water was always being disturbed, so we couldn't get rid of the algae completely. When the weather got cooler and we used a strong shock treatment, we didn't have to clean it every day anymore. But then we noticed that the water level was going down and the cement around the pool was wet. We called a company to find the leaks, and they found two tears in the pool liner near the drains. Since we still had a warranty for a year, we contacted Payne to fix the problem. Payne said that the tears were in a seam and we had to talk to the manufacturer to get it fixed. But when we told them that the inspector said the tears weren't in a seam, Payne said, "Since the report now says it's not the seam, I think maybe the liner near the main drain got poked by a cleaner's pole when they put salt in or cleaned around it." Payne didn't help with the algae problem, even though they came and left before our scheduled meeting and shocked the pool. I only know this because my kids swam that afternoon and their eyes burned and itched, and the salt level was higher than in the morning. Payne never said what they did or why they left early. Now, they don't want to deal with this problem anymore. Their own agreement says, "The contractor guarantees that the pool construction will be good for 12 months. This means that the materials won't come off, peel, or break under normal use, as long as the pool is taken care of during the warranty period." We are really unhappy with their service.

Company installed equipment that violates FL Energy Code - Section 403.9.4. It says all new pool/spa pumps of 1HP or more MUST have 2 or more speeds. Payne pools put in a 1hp single speed pump as an upgrade, because Austin said they upgrade all 3/4 hp minimum to a 1HP pump. They said a 2 speed pump costs an extra $1,000. When I signed the contract, I asked about some of the work and they said they follow FL and county code. But that's not true. The 1hp pump they put in doesn't meet FL energy requirements. None of the employees I talked to knew about the law from 2012. The first pump they installed made a loud weird noise. The replacement pump (2nd) was quiet for about 3 days, then it started making a similar noise to the first pump. The noise comes and goes. A technician came and listened to the pump, took a video and sound of the noise. They confirmed it wasn't normal and talked to their boss. Later, they said they would replace the pump with another single speed one. Over a month later, a different tech came and the pump wasn't making noise at that time. They refused to replace it even though it was already authorized for replacement because of the intermittent noises. Mr. Sanders Payne said if the noise wasn't fixed by replacing the pump, they would install a 2 speed pump. The pump is the main problem, but they also did work without getting the proper permits and I had to fix it with the county after 3 weeks of work stoppage. They also didn't reimburse me for the damage to my tool/sander caused by their employees. They also tried to do work without me being there, even though I told them explicitly that no one should be on the property without me.

Contractor did not build pool to specifications of diagram: now in 6th week of construction for vinyl liner pool: Has changed entire landscape. Contractor, ***, started pool dig for vinyl pool May 20 and is still not finished. Was told completion date of 3 weeks and 4 max. Main complaint is the appearance and placement of the pool..Instead of installing an In-ground pool, He installed panels only 30% deep into ground and said he was going to bring in dirt To build pool up. But we asked for and contracted for an in-ground pool And what we have is a buried above ground pool and our yard is being raised very, very high so that our view of our beautiful Lot in back yard is completely obstructed. The idea was to incorporate the pool into the backyard setting, not set up an obstacle. I have lost count of how many loads of dirt have been hauled in so far, but at least 20 loads. We called him and his Forman, John, over in the very beginning and told them that what they did was not what we asked for and they basically said we were stuck with it and it would look good in the end .. I have been sick every time I look into the backyard. I thought it could not be undone, but now I think that he should have removed the panels and started over before making this huge ugly mess of our backyard. I have many photos but they do not show the hideous appearance of what they have done.*** And they told me that the extended patio that is also in the contract, and they just started on two days ago, would be LEVEL with the pool deck. But now they have added/built a "step up" with large blocks because the pool and patio are NOT level with each other. Just that issue alone is enough for me to say "enough, get off my property". That are hVing to move both sets of sprinkler valves because of their decision to build up the pool instead of doing a regular in-ground pool. Our nextdoor neighbors on both sides have pools and the same yard slope and their pools are in the ground.. like ours should be. I have had a pool contractor look at it and he said "they have completely changed the dynamics of your yard and made a mess of your beautiful lot. I am beyond furious and I want to tell them not to come back on my property except for to re-do this joke they put in my yard. I also want to hire an attorney and sue them for damages to my backyard, and for not building what I asked for. We have paid *** Pools 3 of the 4 loan payments but I do not plan to pay him the last one. And now he wants me to pay for the repairs to the sprinkler system and did, etc.. the contract covers repair and replacement of sprinklers and did WITHIN REASONABLE amount.

Sanders agreed to honor the warranty on our liner last summer. They started the job in Dec 2020. The pool is a mess and still isn't completed. We hired Payne Pool to replace our liner 1/28. Payne's company replaced it and added steps and a tile track. He was paid over $7,000. He had to redrain the pool and smooth out wrinkles in the liner as well as repair the corners of tile track. He corrected these errors and we were pleased with the job. While hanging out in the shallow end, I noticed the liner appeared to be cut and was not properly attached last summer (June ). We have a tile track and so the track hid most of it which is why we didn't discover it right away. After inspection, Payne decided to do a warranty replacement and scheduled it for November. November was pushed to December. In December, they came out drained the pool and began work. Refilled the pool and re-drained the pool 3 times as they were attempting to smooth out wrinkles. Our water bill was over $600 and the amount of water wasted was ridiculous. They said they wouldn't complete the job at that time because it was too cold to stretch the liner properly at that point in mid December. They rescheduled for late February/early March or as soon as it warmed up. March 8, we texted/called and texted/called to find out when they had us scheduled. They said they would start draining it March 8. No one called/texted or showed up. They came on March 10, (and without telling us) to set up the drain system by pulling/splitting part of our fence and pushing the hose out through the fence. They drained the pool almost completely again. Just after they began work on March 12, they had to stop because they didn't have the proper clips. So they left a mess of tools, blowers, hoses, sand, etc all around on the pool deck and an exposed, loose, and hanging liner in my pool with very little water. It has rained and been sunny/warm several days since. John assured me once again that he was coming to work on the pool the following Mon/Tues. March 17, John responds to my text, saying he would be back early next week. On Monday, John assured me Thursday/Friday he would be back to work on the pool because he had 3 new digs going on at that time. After 2 weeks of waiting and them rescheduling/promising to complete the job several times, we still did not have anyone show up or call to explain why no one showed up again. So we attempted to text/call for updates because they don't call us. (During this whole replacement experience we have had to continuously call and ask when or what is happening.) Someone from the office calls and tells my husband, the clips are on backorder and no one would be coming once again to complete the pool for another 2 weeks.