EPIC POOLS

I have had the worst experience with any contractor I have worked with using Epic Pools and Spas. The whole process has been completely unprofessional and work with many contractors. They will blame anything that goes wrong on you and if you do decide to do business with them, be prepared for major delays, failure to complete on time, no communication in a timely matter. Also, do not expect them to put the customer first. I deal with customer service business myself daily and they have no customer service savvy at all. Took me 9 months to complete a 6 week process.

I will start by saying I would definitely recommend this company. I worked mainly with Duke during the summer which was extremely hot!!! He always answered my calls and text messages and addressed all of my concerns. This was a big step for me and I was very apprehensive during the entire process. Duke never pressured me to stay with it for whatever my reasons were and instead took the time to point out the benefits and excitement would gain upon completion. I’m glad I trusted him and saw it through …..because I love my pool????????????????. The crew worked hard and took pride in everything they did. They were patient and courteous each time I encountered them. Thank you Duke!!!

We sat down w/ Duke Machado at Epic Pools & Spa Killeen 4/2023 to hire them to build a concrete fire pit w/ bench seating & to purchase a hot tub. We were told entire project would start in 2 weeks & take 2-3 weeks to finish. We were required to pay half down $13,750 so hot tub could be ordered. Finally 6/26/2023, Duke & team began our project. 6/27 rock was to be delivered but wasn’t. 6/28 his team broke 3 irrigation lines, including main line, driveway & fence after bringing a fully loaded dump truck into our yard. We asked when items would be repaired & received a response 7/1 from Duke that he was ill & it would be a few more days. We noticed our extension cords from backyard were gone & we asked for those to be returned by Duke which took 2 months to be replaced. 7/3 Duke came to repair broken irrigation system. It was not repaired back to working order & we had to hire someone out of pocket to repair lines. After multiple attempts to reach Duke, he responded 7/8 stating he would be providing updates on outstanding items & repairs. We did not hear back until 7/11. Duke told us rockers would be out 7/13. They did not come. We get a response back 7/22 letting us know rockers would be out 7/24. Per our camera recording, rockers did not get started until 8/1. Duke told us driveway would be repaired 8/4. It was not. On 8/7 Duke & team brought hot tub which we were not expecting until project was complete & yard cleaned of debris. Crew was not able to unload hot tub without help from my husband because they failed to unstrap it from pallet & had to walk over a huge pile of debris to get to slab. During this time, a piece of stamped patio was gouged by hot tub in which workers sat hot tub on top of so it wouldn’t be visible. We were told debris & repairs would be made 8/7 but they weren’t. 8/10 we were told electrician would be out to run conduit but he didn’t. 8/11 we were told electrician would come but he called in sick. Were told all repairs & finishes would be made by 8/19. 8/16 electrician came out & drilled into dining room from outside of house. Dukes team repairs this. 8/15 we inquired about slab repair, clean up of debris, down & broken fence repair, broken tile repair due to his team setting a saw on it, electrical repairs, delivery of dirt, grass, spa steps & programming of spa itself. Duke didn’t respond to this but asked for other half of payment in which we paid. 8/18 we notice leak in hot tub exterior & were told someone would be out 8/21 but they came 8/24 & had to drain entire hot tub to make repair. During this time we paid Duke additional money & agreed to in writing for delivery of top soil so we could fill in parts of yard. Instead of top soil, fill dirt w/ large rocks, sticks & debris was delivered to driveway. We asked Duke to remove the fill & deliver top soil like we paid for & he said he would look into it. 9/21 & we haven’t heard back from him on making this right. His crew also damaged our gate completely tearing the handle off in which my husband had to repair & I had to stain the pickets. We were told in writing all items would be completed by 9/15. 9/21 we have outstanding items: damaged stucco, fill dirt load in driveway, top soil paid for & not delivered, a dinged up fence, damaged slab, hot tub that cost us $12,950 that we can’t use because it’s not programmed & shuts off (not sure if it’s wiring done by electrician or hot tub related since electrician hasn’t returned). We have made multiple attempts to get Duke & team to make this right & complete outstanding items. We have spent money out of our own pocket to repair items his team didn’t repair correctly. Our driveway & yard have been an eyesore to neighbors for months while trash left by crew & broken fence & now dirt have been visible from the street. We began this project w/ Duke in May & now are nearing end of September & all items have not been completed. We want from Duke & team to make things right & deliver to us what we paid for & what he agreed to and my brand new hot tub to be repaired so that we can use it.

This was a new experience, building a DesJoyaux Pool and a stressful one for me. Epic Pools design team did a great job of designing within the confines of our small back yard. The construction crew also did a fantastic job. Our pool was completed ahead of schedule. I signed the contract on 6/13/2019 and it was completed by the end of July. I know that I have any issues Epic Pools will be there with a phone call. We are loving our Desjoyaux Pool. This pool is so easy to maintain and the operating cost in utilities are minimal. I do not see a notable change in our utility cost. Best Regards