Fox Family Pools 1420 Farm to Market 1960 Bypass Road East, Humble, TX 77338

"It has now been 13 weeks since we brought a warranty issue to Fox & Family regarding the decking cracking/breaking apart on our pool that was only completed 8 months ago. After a few emails back & forth we had the deck coating manager scheduled to come by the week of March 20th. After that schedule was missed I was told that manager was running behind & could hopefully get to our house later that day. We have had no further communication regarding this warranty issue of follow up with Fox & Family. Waiting over 3 months for someone to come fix an issue is horrible customer service."

"Fox Family Pools was recommended to us to repair a manifold that was damaged during the freeze in February. When the “tech” installed it, he left a critical part out of the unit. I called and called to have them come correct this, but they wouldn’t return my calls. I had to call a different company to come fix it, which cost me $350. Save yourself the frustration and find a different company to service your pool!"

"Do not use this pool company! Our neighbors are putting in a pool with them, and while I cannot comment on the quality of the pool itself, I can comment on the customer service. We live in a neighborhood with small yards and agreed to let Fox Family Pools demo our fence for the construction equipment to fit through to our neighbors yard. We were assured the fence would be down for a few days for digging. Instead it was several weeks and only re-installed after our neighbors pressured the company. Meanwhile, the crews busted our sprinkler pipe and didn't bother to tell us or our neighbors (even though they were home). The final straw is that they refused to expedite their schedule to fix our yard drain pipe that was completely demolished by the construction equipment. This was during the middle of hurricane season and it was out for over a month (still not fixed). Lisa assured me that in case of a major rain event they would install equipment to pump out the water. Supposedly "they don't do business that way". Tropical Storm Nicholas shows up - they won't return our calls or our neighbors and there was no equipment brought out. So basically if you're ok with opening your house up to flooding and with a non-responsive company that doesn't mind lying to you then by all means build a pool with Fox Family Pools."

"Fox Family built the pool we wanted and we have enjoyed it immensely. However, their customer service after the build is nonexistent. We have had minor fixes and regular maintenance that take weeks to even get scheduled if they are even willing to schedule the service and absolutely no follow up on warranty repair items. We are constantly told how busy they and their subs are and service is months out. Once our pool was completed, we were no longer a priority for them as if they don’t care because Fox has so much new business."

"Fox family built our pool at the end of 2019. It is a beautiful pool and we love it. They are terrible at service request for broken equipment. After the freeze in February I requested repair for our pool cleaner timer and heater. I waited till April hoping they would be over their hump in service requests. They told me it would be 2 weeks. Now more than 6 weeks later not a peep after 3 requests for updates. I usually have them break down my DE filter and clean it. I like to do it twice a year thanks to my neighbors tree. It’s like I’m asking them for the moon. I’m paying for this service. I didn’t ask you to do it for free. They can build a pool, but will not, NOT, follow up with service."