Customer ReviewsforLoneStar Fiberglass Pools, LLC

We paid for the turnkey experience and received far from it. I always felt like we were being treated like a nuisance rather than a paying customer. We were first with ***** and she never seemed to have an answer for our start date. Then moved to ****** which went from Bad to Worst. She has no idea where we are in the process and has an excuse for everything. Unfortunately we were linked up with ***. This man never responds to messages, always has an excuse and will flat out lie to you to get you off the phone. I was told so many times that he would take care of our issues and not one time did he come through. He and ****** should not be allowed customer interaction anymore in my opinion. They are a terrible representation of this company. The pool was finally installed and then silence. For weeks we had about 2 feet of water only because the lights were delayed and then they forgot to fill the pool up to the skimmer. Our first concrete person had to call them and then they panicked because they said it should have been filled upon delivery. Again no communication between all the sub-contractors. We have had 3 different concrete subs reach out to me the past 6 months since the pool was put in the ground. All promise they will take care of the project but then all 3 do not show up with the same excuse. NO PAYMENT from Lonestar. They all claim that Lonestar does not pay them promptly and therefore the customer has to be the one to suffer. What kind of a business always has these payment and money issues? The concrete job on my pool was terrible. The color did not match as they did a "patch job" around the border of the pool and they completely ruined the salt finish by walking over the concrete when it was wet with muddy shoes. Issues so far,Zero follow-up , Delays and all sorts of communication issues. Concrete cracking and stained.Chlorinator installed backwards.Multiple cracks in the pool and has already had to be drained and serviced.

I have read the previous reviews and all I can say is my installation was great. The finish is absolutely beautiful. The install took about a month longer than expected but that was my estimation since this is my second pool. I purchased a fiberglass pool in **** in *****. It was a diving pool 50' by 25' which was to large to transport in one piece so it in four pieces and assembled at my house. it was a panel pool. I have enjoyed Lonestar's pool as it provides me with a way to have low impact way to exercise as i am in a wheelchair. Overall I had a great experience and my expectations were completely satisfied. ***********************

I called about getting quotes on installing a pool at our newly constructed home. They were all over it, came out looked at the property, gave me a bid and we agreed on pool, price, etc. The sales person, ****** was great. Called me or emailed me weekly asking if we were ready. Once we decided to proceed, paid our deposit and had an installation date. They came out, got the site prepared and dropped the pool. ******, the "turnkey coordinator" was awful at communicating (still is) and would not update me as contractors were coming and what the next steps were. In fact, I had to reach out multiple days asking for information and next steps so I could put my dog up and make sure the contractors could do their work. Pool was installed, I was told a pool cleaner would be coming to maintain the water (since I do not have a pump) until my equipment was in. 2 weeks of having nasty green water, I had to keep calling ****** to get them to get someone out here. I was frustrated! She got an attitude and was unprofessional each time I spoke to her. I asked for her Supervisor's information so I could talk to him and try to get a timeline for when my pool would be completed. I have talked with him twice, same story! The pumps are not available and he has no new news for me. He doesn't answer or provide updates either! Here I am, 6 weeks in to construction and pool in the ground with NO pool equipment and no way to use my pool and not even an expected date of completion. It get's better ... they keep trying to request the final payment! My pool is not done and they want me to sign off on payment. The contractors have been amazing! The sales person was amazing! The customer service SUCKS! I feel as if they want you to commit to the pool, don't tell you the equipment is on backorder so you go with them, they put the pool in the ground so you are stuck and don't communicate updates to you. GO SOMEWHERE ELSE!

My daughter has been dealing with problem after problem since they started the process in July. They got their money and have very little interest in responding and correcting their mistakes. Mounds of dirt left behind. Leaks in the plumbing. Not fixed 3 weeks after reporting. No clean up, they simply dont care about their customers.

There should be negative stars for service this poor. I could go on about the pathetic customer service, professionalism and craftsmanship. The highlights include the 1st installation being done so crooked, even they couldn't deny having to jackhammer up all the concrete and dig the whole thing up again to reset. They left our yard looking like a demilitarized zone with rebar and chunks of concrete for 3 months before coming back to finish the job - only after threatening to **** It's still crooked and cracked. The plumbing was done backwards. The waterline tiles are crumbling away barely a year later and they refuse to even come look at it. Other professionals have noted they just used mortar and not expansion joint where the fiberglass meets the masonry which is why all the cracks and crumbling. They play this good cop/bad cop routine where one person tells you they're fighting to fix the poor work, but 'management' won't approve it. They string you along just enough to not escalate it, then just ghost you completely. The attitude of the operations manager, *******, is horrific if you can ever get ahold of her. The owner, ***** is a totally spineless coward that hides from having to defend his product. The rest of the staff is a revolving door of unskilled and unprofessional losers. If you ever find someone that's willing to talk to you, either during or after installation, chances are they will not be employed there a month later. Please take heed of this and all the other reviews, pools cost a lot of money so don't waste it on Lonestar.

I should have read BBB reviews before calling them. My pool was paid for in March of 2022 and it's not complete as of October 2022. Once they had their money, it was nothing but delays and excuses. I had to dig the trench for electrics myself. They got the plumbing backwards. The mechanicals are not bolted down completely. The concrete is cracked in many places. I had to buy additional parts that should have been included. They didn't set the pool at the elevation I wanted (which cost me more money in a turndown beam). They contaminated an ajacent lot with gravel, which my sons and I cleaned up after getting an earful from the owner. I got check-in/check-out notifications back to back when no one showed up at all. The final cleaning to remove concrete residue I had to finish myself using ******* as a guide. And I was told that, instead of getting a cleaning I was owed before a holiday weekend, the owner sent the cleaner to another town to clean his buddys' pools instead. Please read the reviews to make an educated decision. I would rather not have a pool than to have gone through this nightmare.

They must be one of the worst pool companies I have ever come across and I've worked for true gunnite pool companies in the past and decided to try a fiberglass pool at my newly built house, which wouldn't have been a bad idea if they wouldn't have been the pool company to install it! They completely destroyed my sprinkler system, they broke over 80 pickets of my fence. I caught them trying to bury my plumbing only 4" deep when it should be 18", etc.. I could go all day with these losers doing things they shouldn't have. And just to make it worse, after all was said and done they never replied to any work orders, ignored my phone calls when something broke, and have the worst attitudes I've ever encountered in customer service. The mistress of the owner used to be a secretary and is the head manager now. She doesn't give a flying c*** about anybody's problems. They have to hire around six new employees/kids every week and are usually only left with 1 or 2 that hang in there. They are also left on site with no supervision and can't tell you how many times I would watch them try to cover something up by throwing dirt on it. Absolute joke of a company and we should have reported the c*** they did!!!