Custom Pools & Remodeling

After a year, it's been a nightmare. So far I have a moldy, leaking waterfall, have gone thru 4 lights, and now have a pump that is making a high pitch noise. Nothing but broken promises that you would be here multiple times. I asked for two things when we talked. I wanted the best in quality so I wouldn't have to worry about replacing things. I also wanted someone who would be responsible for their work. He never mentioned once that they were not going to do an warranty work, that I needed to deal with Hawkins.. We have had Nothing but trouble, broken appointments, and just poor customer service.

I give them an "A" because the end result was outstanding! With that being said, communication was quite a struggle through the process and the sales person was challenging to work with (although understand that he is no longer with them.) Shannon is the best person to work with - he cares about the quality! Please know that showing up (on time or even the stated day) is not going to happen as you expect it. If you can be patient with that, you will be ok. Justin know that the end result is better than imagined!! We are incredibly happy with it!

Custom Pools does not honor their warranty.  Custom Pools does not return calls.  They blame the subcontractor, who I never dealt with.  Custom Pools emailed once, after my 30 days of contacting him, to advise that the subcontractor was responsible.  I didn't contract with the sub.  Custom Pools is very unprofessional in dealing with their customers.  

From the estimate to the finished renovation, Shannon & Kelly Stevens, plus their hard-working team, provided professional, innovative solutions to this extremely challenging project. Just the removal phase of all the broken concrete decking and landscaping was impressive to watch. Each phase was timed perfectly allowing material removal, material delivery and labor to be scheduled efficiently. When we ran into glitches, they were addressed immediately. There was always flexibility built in to allow for new ideas or improvements to the original design. These very "hands on" designer-engineers also respected my input and "got" my vision. Need an artist? Well, the Stevens sisters can do that for you, too! This project has dramatically improved the quality of our family's life forever and we can never thank the Stevens family and their crew enough.

I had a thirty-year-old pool that needed a complete facelift. I solicited several bids. The estimator for Custom Pools & Remodelling arrived, discussed the options for what I wanted done, and prepared an estimate. I subsequently negotiated on the price of the acrylic deck/lanai coating and was given a better price. The attitudes of the estimator and the business owner <i>and</i> the willingness to negotiate and to reach a fair price, even though it was not the lowest bid, helped me make the decision to go with them. I was told that all the work could be completed in 10 working days or less. <br> <br>We set the date for work to begin. I had not received a call by the end of the week before the begin date to confirm and so I called the business number. It was answered by a female family member who took messages on two occasions. I got a call back from the owner, Shannon Stevens, on the day the construction was to begin. He told me that construction would begin the next day. <br> <br>The next day, crew members arrived about 9:00 AM and began work on the deck/lanai preparation. They thoroughly pressure washed and then applied the initial coat of sealer. The crew worked hard all day, and there was no slacking off. Very professional! The following day, another crew arrived to drain the pool and to begin work preparing the interior surface. They had to cut out a section with a piece of deteriorating re-bar, replace it, and re-concrete it. They then worked to prepare the surface, including blast washing, digging under the edge tile that was to remain, and generally prepare for other work. That crew was exceptionally hard-working and professional. They knew what they were doing, worked efficiently as a team, and did not slack off at all. They were terrific.  <br> <br>The work continued with pouring the new Wet-Edge finish and applying it smoothly in all areas. They feathered the mixture with the edge tiles that was remaining and made it perfect. They also replaced the pool drain and worked with the mounting of the existing pool light to make sure they were installed correctly. They then began refilling the pool, and this was to done without interruption until the next day. Shannon came back to personally add appropriate chemicals, provide instructions for brushing, and to provide loaner of an automatic pool sweeper. I began a daily brushing down of the interior surface of the pool, which was to continue while the coating cured for 30 days. I also opened the filter chamber and rinsed the filter two times during that period. <br>A crew returned two times to apply the acrylic coating to the deck and lanai, and they did a good job with that work too, <br> <br>The contract called for Shannon to return to provide "Pool 101" instruction. That never really happened, and telephone contact these next few weeks were difficult. After two weeks and no additional start-up contact or chemical treatment, I noticed algae growing on the pool walls. I called to ask Shannon to set a time to come by for "Pool 101" and to adjust the chemicals. Again, the person answering the phone is a family member and it's not a professional business phone service. Shannon finally called and told me that there is a  <i>Pool Owner's Manual</i> at their website (a PDF file) but it returns a 404 Not Found message. He had provided a water testing kit to me, and I used it to draw water samples and tale them to the nearby Pinch A Penny for testing. He suggested that I but a couple of gallons of chlorine and add those to stop the algae. He said there would be no problem with doing that and that it wouldn't hurt the pool surface while in curing mode. <br> <br>Shannon <i>did</i> stop by to check the chemicals on the third week, and to pick up his loaner pool cleaner. (I had replaced his with my own cleaner and it worked more effectively to cover the bottom  <i>and</i> the walls of the pool.) He also had located two specially mounting automatic door closers for the pool cages two screen doors, and he installed those. He left the receipt and I sent his a check for that amount.  <br> <br>Overall I am very pleased with the quality of the materials and the work ethic of the crew members. They showed up when they said they would, were always hard-working and professional, and they did an excellent job. With the exception of the problems with the 30-day start-up period, I think the job went very well. The pool and the area around it look brand new, crisp, and inviting. I definitely think that the value I received for the money was worth every penny. Shannon Stevens is friendly, professional, and is on-site to make sure the job is done correctly. I just think he is overwhelmed with work projects and that was the primary reason our "Pool 101" didn't happen. However, I'm seeking that information elsewhere and am resuming the commercial weekly pool chemical service I've used for many years. <br> <br> <br>

This was one of the most frustrating experiences that I've had as a homeowner and a review that I write with very mixed emotions.  I will start by saying that my pool looks great and I'm overall satisfied with the work done.  However, the reason that I went with this company was the reviews on this site talked about how involved the owner was with the process and the great communication and service.  This was not my experience at all.  I don't want someone having the same experience that I did because they didn't have a counterpoint. <br /> Shannon the owner was not involved at all.  Subcontractors did every part of the work and he didn't show up at all except to fix issues caused by poor workmanship on the pavers(they were sloping toward the pool in 3 places) and drains.  During a job like that, communication is an important factor to the homeowner.  The Pool company may have done hundreds of pools, but this is my first. We never knew when there would be work done or not and couldn't seem to get any information without repeated phone calls. When I discover an issue like the sloping of the tiles which is of major concern, I would like to be able to discuss it with the owner as the installation people tried to pull a slight of hand trick on me with a level and then exited stage right without fixing it at all.  However on most calls, I just got voicemail which normally isn't a big deal.  The problem is that to this day, neither Shannon or his salesperson John has EVER called me back.   I don't like having to chase someone to get a response.  I wouldn't say they were avoiding my calls as they were always received warmly, so maybe they just never check their voicemail. <br /> It's been a very frustrating experience and it may be that they were busy with another job and I got lost in the shuffle.  However, my money is still green and I'd like to think that my job, small as it may be, is a little more important than I was made to feel.    <br /> All in all, I'm pretty satisfied. The price was good, the pool looks good, their communication just stinks. <br />

<p>Job went extremely well. Any problems that arose of concern were immediately responded by Shannon. The owner is always available for contact even after the job is completed. He is truthful and not just sale you something unless it is needed. </p> <p><br /></p> <p>Definitely recommend these guys for any pool improvements </p> <p><br /></p> <p><br /></p> <br />

I had 3 quotes on this job and Shannon was 1/3 the cost of the other quotes and the job was perfect.  After he completed the job he came back about 2 weeks later to see if I still approved his work.   <br /> I have had work done on other projects in my house and Custom Pool & Repair is the best I have had and wish they did more than pool work. Highest recommendation possible. <br />

I interviewed several companies and chose Custom Pools & Spa not only because they had a competitive price but because Shannon Stevens, the owner would be on-site overseeing the entire project. This was important to me since I could not be present during the construction. Throughout the project he kept me informed as to progress and when events would be occurring. He was diligent to send me photos and keep me apprised while construction was underway?and also during the follow-up phase when the cleaning services company?swept the pool and changed filters. When I returned home several months later I was pleased with the work, the pool looked like new, but I found a problem with a clogged line in the spa. I called Shannon and within a day he came out to assess the problem and completed the work necessary to clean out the line. He also repaired several items not included in the original scope as part of the warranty.?As it turned out the?clogged line?was not caused by Custom Pools but by the cleaning contractor. In short, I would recommend Custom Pools for any pool & spa related work. Shannon Stevens is knowledgeable, friendly and his company is well qualified.

We were completely satisfied with all aspects of the pool construction. The only delays were weather related and not the fault of Custom Pools. Shannon always was looking out for our interest and making sure things were done to the highest standards. <br />

Despite getting rained out for weeks with record rainfall, job was completed and looks fantastic.

It was a long process.  Not Custom's fault..The weather was a rain...rain...nightmare.  I lived with dust and dirt for way too long.. Anyway the pool and deck looks fabulous. The fountain better than I expected.   Shannon talked me through a lot of insecurity and at last we have a pool area again.  I'm glad we hired Custom and Shannon, unlike a lot of companies, where you hire someone and only see his crew.... We saw Shannon a lot...he worked on a good deal of the pool himself. This was nice because questions were handled as they arose and you weren't talking to someone who had no idea what you were talking about.  I spent a lot of money on this remodel, a lot more than I wanted to, but in the end I have a really nice pool area.   <br /> <br /> I was a bit disappointed in how the pool was left when he was finished.  There was a lot of sand in bottom and epoxy remover floating around the top.  I was expecting something more "ready to swim".  I spent a few days vacuuming sand and cleaning my filter cartridge.  Then I power-washed the lanai, and In the end I have a great pool.   <br /> <br /> I look forward to spending a lot of time in the new area.  I love the look of the pool and the feel of the outdoor area.  So all in all I'd say I'm happy with the job.

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On March 31, 2015 work was begun by taking?off about a 3' section of tiles. ?Shannon determined that the pool had a construction flaw as well. ?His original estimate for accomplishing the leak repair worked for both situations. ?A picture frame cut-out was cut around the entire pool. ? This cut separated the pool from the cantilever deck. The prominent area where the pool leaked was also drilled and pinned to reinforce the poorly constructed area. A material was applied to both sides of the pool to provide a water tight seal. A custom made concrete cap that continued into the pool over the repaired area was created to look like large blocks of rock.? This rock was placed over the spa to create a uniform look. The work began on March 31, 2015 and completed on April 4, 2015. ?Shannon's brother Kelly Stephens and crew worked on the pool each day and finished in record time. ?I have never seen more hard working and talented men in my experience. ?In addition to the rock cap, they also suggested a more eye appealing design which included covering the stairs and ledge with the rock as well. ?It did not cost any more and looks absolutely beautiful. Each day their tools were set aside neatly and the pool area cleaned up and hosed off, They were knowledgeable and answered my questions and were extremely polite. My neighbor came over and said his wife will be jealous when she sees it! ?It is a unique look and I could not be more pleased. My neighbor also told me that one of the crew was very courteous to him as well and asked if their equipment was in his way. ?It was not, and my neighbor told me how impressed he was with that courtesy.

We had a very large project that entailed renovating a fiberglass pool, replacing and expanding the pool/lanai deck, adding a spa, raising the roof over the lanai, enclosing the pool deck and lanai, and adding a patio outside the enclosure. We selected six contractors to quote. Most were pick from Angie's List. All were very professional and friendly during visits to our home. However, from the very beginning Shannon Stevens, Custom Pools, stood out from the rest of the contractors. He impressed us with his positive, can do attitude, the depth of his knowledge and experience and his creativity. While half the contractors told us that parts of our project couldn't or shouldn't be done, Shannon said no problem and then explained how he'd do it. He even went further by improving on our ideas and concepts.?We finally decided to go with Custom Pools because we felt that Shannon shared our vision. We felt that he was the only one we could trust to turn our dream into a reality. It was a big project and there were a few misunderstanding and changes along the way. But when it was finished it was incredible. Shannon and his brother Kelly had taken our vision, expanded it and turned it into a reality that exceeded all our expectations. We now have a private sanctuary that is absolutely beautiful and soothing to the soul. On the subject of misunderstandings and changes, neither Shannon or Kelly got flustered or upset. They would simply say, "don't worry we will make this right" or "the important thing is to make you happy." Then they'd go about taking care of the issue and making us happy. Shannon Steven, Custom Pools, has the knowledge, experience and creativity to tackle any challenge and turn it into something amazing. We are very grateful for everything he did for us and would whole heatedly recommend him to turn your dream into a reality. Lesson learned: 1. Pick someone who can understand your vision and we'll take ownership of it. Someone who just follows the contract is less likely to do as well. 2. Make sure all the key issues are addressed clearly in the contract. If not you risk misunderstanding even among the most well intentioned people. 3. If you realize you made a mistake don't stay the course. Stop and change it you'll be a lot happier with the results.

Everything went well and according to Scope of Work Custom Pools and Remodeling provided. All work were done to our satisfaction and we thank Custom Pools & Remodeling for a job well done.

Better that expected from any repair I could vision.

The project completion was about 45 days late. We were happy with the majority of the work when it was finally completed. The problem is in getting the company to take care of problems. Our new spa light will not work. Shannon, the owner promised on two occasions to come out and replace the light. He never showed up and now will not return my phone calls or emails. This has been going on for over two months. Beware, after final payment is made you are on your own. Forget about any warranty work being done. We are very disappointed in the poor customer service. <br />

All went well the remodel the pool looks great. Shannon was great to work with.

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Our initial concerns were ?a recurring spa leak and come cracked coping. ?We called Custom Pools for an estimate and owner Shannon was available the following day. ?We found him to be very knowledgeable. He took necessary notes, measurements and our original pool specs. When we met again he presented a contract detailing his idea to correct the spa leak. ?He met with us a few times to answer questions before and after contract was signed. The crew was punctual, courteous, left work area neat and clean at the end of each day. We were informed of the time frame for project based on time needed to order coping and drying time of spa repair sealant. Work was started 3 hours after signing the contract and was completed in a timely manner. Shannon was always available to answer questions and offer suggestions to improve our overall pool condition. It was pleasure doing business with Custom Pools and would use them again in the future should the need arise.

I can't recommend Shannon & Custom Pools any higher. <br /> I had a 20 year old pool that had cracked due to poor installation originally and the pool surrounds and patios areas had cracks and settling issues.    <br /> Custom Pools did an absolutely remarkable job of fixing the crack in my pool, retiling and new finish on the entire pool and replacing all the deck and patio areas with pavers.   The new pool looks absolutely fabulous and not a single issue during construction.  Shannon got a little busy and got started on my pool a little later than we anticipated, but carried it right through to completion and I'm very satisfied with every aspect of the project. <br /> You won't do any better than hiring Shannon & Custom Pools of Lutz. <br />

They claimed they would have it done in two weeks we took off. Didn't start till 3 days late. Salesman didn't answer phone any of that time. Claimed he was sick. Our salesman was very inappropriate made us very uncomfortable on several occasions. If you get Dave knight ask for some one else. Shannon was a big help only reason we aren't complaining more he made most of the problems right. <br />

This was a two part job, re-marciting of our pool and spa and re-sanding of our pool deck along with sealing it to prevent dirt and mildew. On our pool tiles they left a tremendous amount of residue from the re-marciting, with some scrubbing I was able to get most of it off (so no long lasting issue, just disappointed in the workman ship) The real issue that I have is our pool deck is once again covered in mildew. I called custom pools and asked would they stand behind their work as we were told that this sealer would last for a year and prevent mildew and stains, that the only maintenance that would have to be performed would be to rinse the deck off. I did receive a call back, however the individual denied that we were told that this would prevent mildew that everyone has mildew issues on their pool deck due to all the rain. I told him if I knew that our deck would return to looking as bad as it did I would not have wasted the $1500 that it cost to do this part of the job. He indicated that the sealing of the pavers only prevented stains and not mildew and that they would not do anything to resolve it. Business is built on word of mouth and great customer service, its unfortunate for them that someone will read these comments and think twice about using them. My co-worker had asked me just last week for the name of the company we used for our pool upgrade, I told him not to bother to find another company that would stand behind their work.

Just as they were able to come to perform the work, I had to go out of town for several weeks.  They did empty the pool and start before I left so by the time I headed out I felt confident and comfortable the job would be done satisfactorily.  What I didn't expect and was pleasantly surprised at was the care and personalized attention they gave me.  When they filled the pool and began the process of start up, it required someone to clean the filter several times a week because of all of the construction dust.  Normally they expect the homeowner to do it but since I wasn't at home they made the trip to my house to make sure that the filter was cleaned and things were as they should be. <br /> You don't hear of  service like that very often!!!!