Luxury Pools and Living

John Hwang on Luxury Pools and Living

After multiple issues over the last couple of years, I would not recommend this company.

One of the earliest concerns involved the pool cover system. Prior to installation, I was told the cover end would be able to handle people standing or walking on it. After installation, I was then informed that it would not safely support that weight and that additional brackets would need to be installed at my expense in order to safely handle people on the cover. I ultimately paid the additional cost despite this differing from what had originally been represented.

More recently, I had an ongoing issue with a leaking pool pump that I first reached out about in September. Over the following months, I had difficulty getting consistent responses or clear direction regarding the problem despite multiple emails and providing a water sample for review. It was not until March that the issue was meaningfully addressed.

When the repair was finally scheduled, I received written communication stating that the repair would be covered under warranty at no additional cost. The repair was completed based on that understanding. Afterward, I was invoiced and informed that the damage was attributed to water chemistry and therefore not covered under warranty.

I understand that pool chemistry is important and may have contributed to the issue. However, my frustration is not simply about being charged. The company apparently already believed the chemistry was responsible before the repair was performed, yet still communicated that the repair would be covered under warranty. Had I been informed beforehand that warranty coverage was being denied, I would have appreciated the opportunity to discuss options, decide whether to repair versus replace the pump, obtain another estimate, or seek another opinion before proceeding.

To make matters more frustrating, the pump ultimately failed shortly afterward and required replacement anyway. Had I been informed upfront that the repair was considered non-warranty and that I would be financially responsible, I may have chosen to replace the pump at that time rather than proceed with a repair first.

I also found the subsequent phone conversation regarding the issue unnecessarily argumentative and unprofessional rather than focused on resolving the concern constructively.

Overall, the recurring theme throughout my experience has been inconsistent communication, changing explanations after the fact, delayed responses, and additional unexpected costs. Because of these experiences, I would not recommend this company to friends or family.

Update to company response:
A few factual clarifications in response to the company’s reply:

There was one prior pump repair, and at the time it was presented to me as being covered under warranty. I was never told during that process that the failure was being attributed to water chemistry or that the repair was considered outside warranty coverage. In fact, until the recent conversations regarding this latest repair, I had never been told the prior issue was supposedly not warranty-covered.

Regarding the pool cover, before construction I specifically asked whether my children would be able to stand at the end of the pool and jump from that area safely. I was told yes during the sales process. Only after installation, when I questioned how flimsy the end section felt, was I informed that it would not safely support weight and that additional brackets and modifications would be required at additional cost.

Again, my review reflects my experience with the communication, changing explanations after the fact, and overall customer experience over time.

Kelly McGannon on Luxury Pools and Living

Luxury Pools & Living installed our heated saltwater inground pool in 2019, and we’ve been extremely happy with the quality from day one. This year we joined their service program, and the experience has been just as impressive. The team does a fantastic job every visit, and our pool has never looked better. It’s a huge relief knowing it will be cared for at this level all summer. Highly recommend.

Jim & Kelly

Dave Ward on Luxury Pools and Living

Luxury Pools and Living opened our pool this year, only to discover that our pool pump had broken during the winter and needed replaced. Within 48 hours, they had a new pump installed. Every time I've called or emailed, they've been incredibly responsive. Couldn't ask for better customer service. Thanks for saving our pool season!

Brett on Luxury Pools and Living

My family and i are in our 4th year with our pool from Luxury Pools and and Living and could not be happier. Mathew Ray and his team came highly recommended from mutual friends of ours and like most that are new to this process we wanted to see some finished pools before we made the decision to use him and his company. Their workmanship and process which we highly documented the day of install is incredible. Their whole process from start to finish was seemless. Communication which im real big on was incredible. Our project was not a small one and I felt informed every step of the way what was going to happen from first dig to first swim. My service after the fact has been impressive. Matt still to this day answers every one of my phone calls and always politely answers my dumb questions without making me feel dumb. We recently built a pool at our home in Florida and the builder has lacked quite a bit of service integrity since completion. If i could have flown Matt down with his team to complete that job i would have. We will use him and his team in the future. Brett and Julie Lukovski

alan patterson on Luxury Pools and Living

Having Luxury Pools and Living install our pool was one of the best decisions we have made. From top to bottom, everyone there made our pool purchasing/installation an awesome experience. They are always available to answer any questions or concerns. From Paul to Shannon to Matt, they all make you feel as though you are their most important client and I’m sure that is how they make everyone feel. Thank you Luxury Pools and Living!