Custom Pools & Remodeling

"All, I paid $2000 for a new skimmer. Skimmer has never worked properly. Custom Pools ignored my requests for weeks, then months. I was contacted this AM, Custom Pools will allegedly be here tomorrow to fix the replaced skimmer. I will update with results."

"According to the Secretary of State, there are no "Customer Pools & Remodeling" or "Custom Pools, Inc." corporate entities in California like the business' building signs and contracts say. They are actually "R.O.W. Customer Enterprises, Inc." and the layers of misleading company names is on purpose. Terrible follow-through on fixing their installation defects. For several years I have been trying to get them to follow through with mixing their mistakes. They agreed to fix the problems, but never follow through. Always excuses, like just wait until the end of the season, or wait until it warms up, or wait until I'm back up in Sacramento. The problem is they 'hire' family, who doesn't have to perform well in order to keep their jobs. The plaster job was terrible -- too thin in some areas (revealing the gunite), and mottled in other areas. My new plaster job looks like it is 30 years old. They tried to blame the manufacturer of the plaster, but in comparing friends pools (same age), with mine, their plaster looks great (different installers). At the end of the day, they fail to live up to their responsibilities and fail to follow through on their promises."

"I contracted with Scott in October for a pool remodel--during his presentation he emphasized "family owned and operated for over 46 years" we do not sub out our work --it's all 'our guys' and '"I will not start a job without a permit" -- My experience did not support those statements AND I was lied to on at least two occasions. We knew going in that my City can take a while to issue the permit-- I knew that and I was fine with waiting---two weeks after I signed the contract I got a call from Scott saying they were still waiting for the permit and they were trying to contact the City. I thanked them for the update and understood we can't start without a permit. Two weeks later they showed up to empty my pool and Prep it--I asked if we had the permit and was told "Yes" --two weeks passed and I had no contact or update but I had a very dangerous cement hole in my backyard, so I called Scott -- said he knew there was one more thing they had to clear on the permit --- I asked 'why did you start without it"? was told "there are some things you can do without a permit" but we won't demo the deck or go any farther until we have the permit---- then they show up to demo the decking around the pool -- I asked again "so we have a permit:" was told 'yes' Daniel has it in his "hot little hands" --- decking is demolished --- again no calls no updates, I call -- was told they would be out to frame and get ready to pour concrete-- On December 21 (over 7 weeks with a big hole in my backyard) they came to frame the decking and walkway-- on December 23 my first inspection was scheduled-- we failed and one of the exceptions was "no permit on jobsite" --the permit box on my fence had an application but no permit-- I called the Building Department and was told that my permit had been issued the day before so EVERYTHING they had done on my project to date was without a permit. After failing 2 inspections we finally got the OK to pour the concrete---The Concrete company was a 'sub-contractor' not 'their guys' -- and although he did a great job -- there were a few 'miscommunications' between Daniel (my job supervisor) and the Concrete Company-- I felt like I had to be the contractor and stay on top of what was happening--Daniel and Scott had lied to me and I didn't have confidence that they really cared about me or my job. I figured out then that they had 'anticipated' getting the permit 'anyday' but had to keep delaying because they didn't --- no one ever apologized or owned the fact that --- they were wrong, and shouldn't have lied --- I lost all confidence in them and the company. My job was finally finished on February 10th -- because I withheld some $$ until everything was done-- I even had to call them to get those final details taken care of. Sadly, every time I look at my new pool I get angry all over again. Terrible experience, unethical, unprofessional, --- obviously I do not recommend."

"After 5 or 6 estimates we choose Custom Pools and Remodeling to resurface our pool. Our salesman, Scott Pike was knowledgeable from the first step to the last step of the process, he talked about the crew, the owners, the cost, process etc. We felt this was a good fit for our budget, time frame and knew we were in good hands. Steffan and Armando were the supervisors of the project and although we never did meet Steffan in person we communicated with him on the phone, Armando we did meet. I cannot say enough about the professionalism of these two men and their crew. Our pool was over 35 years old, with decorate clay tile and though we were warned by all the company’s doing estimates that the clay tile could break durning cleaning and resurfaceing, we crossed our fingers and hoped they would survive ........a few of the tiles didn’t survive. As it was not in our budget to replace the beautiful decorate tile. Steffan and Armando found 35 year old tile in an retired pool contractor’s shed 2 hours away in Fresno. These 2 men and their crew were absolutely wonderful in finishing up the pool and it looks amazing!! Thank you CUSTOM POOLS AND REMODELING for a fantastic job!!!!"

"We had our pool re done with black pebbles, and swithed to salt water from chlorine. My wife and I are very happy with the out come. Stefen M. is very professional he always kept his word and schedule, he worked around our budget to make us happy. Armando very knowledgeable, any questions we had he was and still is very helpful. They walked us through the hole process of transformation. We did this last July and up to know any questions or concerns we have Armando and Stefen are there to help us out. I would recommend this company to any of my family members and friends. I know it's hard to trust companies that promise stuff and they don't deliver, I'm glad we chose Custom Pools in Ceres, I feel that our money was well invested. Thanks.. Manny and Ana. Salida"