We Fix Ugly Pools

We Signed a contract for Ugly Pools to demo, repair and resurface our pool cool decking. The salesman from Ugly Pools had been out to our house three times prior to measure and talk about options. He also came by the house prior to the work starting to mark out all of the demo areas and make sure the crews had the right information for the scope of work. After completion of the project, which took about 5 days, the salesman came by for a "Quality check" and to collect final payment. During his final visit, the salesman stated that he may have screwed up on the square footage, but I wasn't to be concerned about it because it wouldn't be my responsibility. After he returned to the office, the following day a "change order" for an additional 20% was sent via email for square footage they claimed they missed in their proposal and contract. Change Order was denied, there was no knowledge of any change in scope of work. The Contract was paid in full. Later Ugly Pools sent over a notice that the change order had been voided, but added a note that the "Homeowner unwilling to discuss any additional payment but understands that they have received additional service." There were not any additional services given, they completed the scope of work that was agreed upon in the contract. The contract even states that "Requests for any changes or additions to this contract desired by the Buyer shall be made in writing at a price as mutually agreed signed by both parties", which was never done because the scope of work never changed. Shady Business practices!

We ran into Ugly Pools during a home improvement show when we first moved to AZ. Our pool and decking needed work and improvement. The sales guy seemed friendly, courteous and knowledgeable. The process started. Initially it was ok. We began to notice that communication between scheduling and the office folks were touch and go. The work was completed and it all looked good. Then after a few months the tiles started to come apart, there were some major cracks that were beginning to show. This is when the issues really started. I would call the office, and they would promise me a call back. That never happened, I was the one always to have to call them back. They eventually came out to fix the tiles. Then after a couple of weeks, came back to fix the cracks. They even repainted part of the surface, which I thought was great. A few months later the tiles started to come off again, and then the caulking around the inside of the pool began to peel. Again, it took several weeks for them to come out and eventually fix the problems. This was only because of me constantly calling them. Our warranty eventually expired. Some tiles began to come off again, and the strips started to warp. I finally got a call from one of the owners. Either Sam or Chris. We had a long conversation and it was agreed, that as a courtesy, they would come out and fix the problem. I thought great, this is really cool, thats what customer service is all about. Well Covid hit. I totally get that they had workers call in sick etc. I called every two weeks to get someone to come out. It took approximately 4 months after I talked with one of the owners, for someone to finally come out and fix the tiles. The person that came out took pictures of all the other issues (which I had blue taped), so that he could show them to the management. He told me that another crew would come out and take care of the problem. I called once, almost every week, for several months, I was told the same story "Sam's on another call", "Sam's out of the office", "Sam is on vacation", "Sam is sick","Sam is on the line with another customer" etc. Sometimes they would put me on hold, literally for several minutes, and then they would tell me that "Sam will call you back". Sam never did call me back. I even told the girls that I was disappointed at the unprofessional manner in which I was being treated as a customer. I would always hear them typing my remarks. So I figured Sam would call me back. I even mentioned to one of the girls (who were always nice by the way), that I was probably put on the "Really low priority list", since my warranty had expired. They reassured me that was not the case. They always had some kind of excuse, for Sam not calling back. Out of curiosity, I called *** to see how many calls I had made to Ugly pools. They were quite a bit! In a matter of almost a year, just before and right after my warranty expired, they called me back 2, maybe 3 times. I wrote an email to Ugly pools about 1 month and a half ago, explaining my disappointment with them and the way they ran their business. I finally received a call back from Sam. Unfortunately I was not able to answer. Sam left a message. He briefly told me that some of the cracks were normal and that he did not recall having a conversation with me about them coming out and fixing the other issues which I had mentioned. I immediately called back. I called back and left a message with one of the gals, asking them if Sam could please call me back so I can talk with him. They assured me they would give him the message. I called back twice, and I was sent to a voicemail. I can only imagine that they probably blackballed me and my number, since its been over a month and a half now they they have not called me back. I went back to the Ugly Pools website and left another email, on how disappointed I was. I was hoping Sam would call me back. He has not. So I am extremely disappointed with Ugly Pools. When we invested money to have them work on our pool, I was hoping that it just wasn't a "Re-do" of the pool and decking investment, but a long term investment in which they would show appreciation to us as customers. So, I WILL NEVR recommend Ugly Pools to anyone. They lack professionalism, they don't keep their word, and they simply don't know how to communicate. Through out this whole ordeal, I was ALWAYS the one to initiate/generate whatever needed to be done. Ugly pools never took the initiative to go out of their way to show that their customer mattered to them. The last paragraph on on their website states "We Fix Ugly pools has made a reputation out of turning ugly pools into centerpieces of your backyard". This is true. They did a good job, initially, but after the fact, it went all downhill. I would rather their motto be "You can depend on us, to live up to a standard and reputation that will ensure that you are completely satisfied".

We hired We Fix Ugly Pools in nov 2019 to redo our pool and build patios for us. We spent approximately $50,000 with them. The work was completed in March . In January , 10 months after completion, my husband noticed a problem with the concrete work around the pool. He called the company to ask to have it repaired and they sent someone to look at the problem. That was the beginning and end of their response to the problem. For 3 months now we have been regularly calling and leaving messages with NO response from anyone who can resolve the issue. The office person takes a message, says someone will return our call, we wait a week or 2, nothing happens, and we call again. Same lack of response every time. We need a concrete repair and dont know how to get them to do it! Sadly, we are not surprised at this. This is the way the entire process went with this company. They are completely unresponsive to any questions, concerns or complaints. I wish wed never heard of WFUP. Help?