Christy Bombard
We chose Elite Pools after one of my best friends , Aaron, recommended them. Although his project ultimately took nearly two years to complete and has since developed a leak, he spoke very highly of the team that initially came out to evaluate his pool. Their professionalism, knowledge, and customer service gave both of us confidence that we would be in good hands, so my husband and I decided to move forward with our own project.
I want to begin by recognizing the people who truly deserve credit. Angie and Kyle were outstanding to work with. Their customer service was exceptional, and they consistently treated us with kindness, professionalism, and respect. As someone who manages a business, I can honestly say I would hire either of them in a heartbeat. They are tremendous assets to this company.
Unfortunately, our experience with the construction side of the business has been the complete opposite.
Our project began in October. We originally hired Elite Pools to replace our vinyl liner because we believed the pool had a leak. During the project, we also added a tanning ledge and a new filter and light Once construction began, we were told our existing coping was too old to reuse, so we agreed to replace it as well.
The new coping was not installed correctly. No relief cuts were made, and it has already developed numerous cracks. When we reported the problem, the “repair” consisted of filling the cracks with a material that doesn’t even match the coping. We were never confident that patching the cracks addressed the actual problem. We were told that they would correct the problem with Knockdown, We were given days that they would be out to do it, and they never showed up to do it, excuses and unanswered calls and texts are frustrating. We were able to allow our grandchildren to enjoy the pool only to discover something much more serious—we received an electrical shock while in the pool. Ironically, this had happened years ago when we first purchased the house, but that issue had long since been resolved. The only new electrical work performed was the installation of the new pool light and filter during this project.
Elite Pools could not determine where the electrical current was coming from and suggested we hire an electrician. We did. The electrician found the problem almost immediately. The pool was not properly grounded, and the grounding had been compromised during the coping installation. That is not just an inconvenience—it is a serious safety issue that cost us additional money to correct.
More than eight months after this project began, it is still not complete. We have repeatedly been told by Benjamin that he would be at our home on specific dates to finish the work, only for those appointments to come and go without anyone showing up. Calls and text messages have frequently gone unanswered, including our most recent attempt to get an update.
We have documented everything: the cracked coping, the mismatched repairs, the cement footprints left behind, the grounding issue, and the repeated delays. We are still waiting for the coping to be properly cut to relieve the stress that is causing it to crack and the Knockdown to be applied.
I cannot speak negatively about everyone at Elite Pools because that simply wouldn’t be fair. Angie and Kyle have been exceptional throughout this process. Their professionalism and customer service are exactly what every company should strive for.
Unfortunately, the construction side of our experience has been frustrating, poorly managed, and, at times, unsafe. I sincerely hope these issues are resolved soon so we can finally enjoy the pool we’ve invested so much time and money into.
If you’re considering Elite Pools for construction work, my advice is simple: document everything, hold them accountable to their commitments, and don’t assume that promises about scheduling or workmanship will be followed through without persistence.