BBB Business Review

BBB Accredited Business since 07/01/2004

Mirage Custom Pools, LLC

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Phone: (972) 221-7665Fax: (972) 739-9167545 N Cowan Ave., Ste. E, LewisvilleTX 75057 Send email to Mirage Custom Pools, LLC

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BBB Accreditation

A BBB Accredited Business since 07/01/2004

BBB has determined that Mirage Custom Pools, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised Mirage Custom Pools, LLC's rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 4 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.

Customer Complaints SummaryRead complaint details

4 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service4
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints 4

Customer Reviews Summary Read customer reviews

1 Customer Review Customer Reviews on Mirage Custom Pools, LLC

Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 1 Customer Review

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (4)
02/20/2015Problems with Product / Service | Read Complaint Details
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Complaint
Multiple Leaks after pool and spa installation with failure to repair all leaks resulting in continual water loss and saturated soil.
Our pool and spa was completed in October, a month and a half late due to poor/non-existant project management and poor scheduling. We had to be present at all times to make sure the workers did what they were supposed to do and give them instructions. Once completed we noticed the soil surrounding the pool was very wet. We asked to have the pool and spa checked for leaks. It took 2 divers, 3 plumbers and our landscaper making multiple trips over 5 weeks before the first leak was found. During this 5 week period we installed a french drain at our cost to rule out water from neighbors. We also had the new landscaping dug up to ensure it wasn't out new sprinkler system. These have all been ruled out as a cause. Once the first leak was found it took about 2 weeks to fix. We still noticed a lot of water and wet soil and asked to have the waterfall checked since that seemed to be the culprit. The previous plumbers could only check to the valves since the opening on the waterfall is too small to place with their test equipment without taking part of the waterfall apart. We were told we needed to do a Bucket Test which we agreed to. It was set up a day prior to a 2 day rain storm. They said if it rained they would be back to reset it. They did not come back on the next dry day so I reset it. 3 days later I reached out to Mirage and said the water level was down in the pool more than the bucket and the wall of the waterfall was wet as well indicating water coming out of the waterfall. A tech came out that afternoon, took pictures and went back to the office to report. I received an email the following day stating they needed to run another test because my reset of the bucket test was not valid. They also offered up that I could hire my own leak detection company and have them find the leak. I told them to comet and have their guy set the test up again and I have not heard back from them since. They keep trying to blame other sources for the water but it doesn't add up since we never had any watersides prior to the pool install.

Desired Settlement
We want the leak found and fixed. It is apparent it is in the waterfall and they need to look at that more closely as the source.

Business Response
BBB,

Re: *** ***** pool construction

We have diagnosed a leak in the rear water feature/spa and repaired the leak as necessary. We have communicated to homeowner that the repair is complete and to call mirage Custom pools if he has any further issues or questions.

Thank you.

01/20/2015Problems with Product / Service | Read Complaint Details
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Complaint
Mirage Custom Pools asked for $1400 extra for excavating 3 days prior to the start of the build and could not guarantee a start date or completion
I contracted with Mirage Custom Pools to have them build a pool for me on March 7, 2014. The salesman's name was ****** I was referred to them by someone I trusted. I explained to ***** that this was for a brand new house being built. The sales process went very smooth and I enjoyed working with ***** and communicated with him quite a bit to assure an easy installation process. In early April, ***** went by the house to see how the access was going to be for excavation and at that time he said it was fine for the right side of the house. I stated to ***** that I was going to stay an extra couple of months in my rental house so that his company would be able to complete the installation of the pool and decking. I kept ***** aware of the End of June closing date and his company scheduled me to begin excavation 3 days after my closing date with the builder. I was scheduled for at least 2 months prior to closing for June 30, 2014. I had made some changes to the original contract (adding a different plaster and salt water system) and I signed off those changes after ***** explained the costs so we were all still on the same page. On June 16, 2014 I received an email from *** ******* stating that the pool was still set to begin on Monday June 30, 2014. On June 27, 2014 I called Mirage Custom Pools to see when I needed to pay my first installment as they were supposed to start three days later. I was told by *** that Mirage was not going to be able to begin excavating on the 30th. On top of the delay in starting, I was told that I needed to pay Mirage an EXTRA $1400.00 to excavate since they had recently done a drive by and noticed that their was less access on the right side now that air conditioning units were installed. At no time did ***** of Mirage ask me for a drawing or plans showing where the AC's were going to be installed. My house has a rather severe slope on the left side of the access so that was not going to be possible for digging. Mirage new this was a brand new build and acted like it was my fault that there was less access now on the right side requiring a smaller track-hoe to remove the dirt. The plans for where the AC's never changed through the builder ********* and were available to Mirage at any time. I told *** about my 2 months availability to start and complete this build. I was told that the excavating company because of a little rain the previous week was now too backed up to start my job. after a few calls or texts with ****** it was decided that I was going to meet up with one of the owners on Monday June 30 to discuss this new revelation of access. I met **** at the house and he explained the myriad of possible extra expenses associated with the start of the pool build, some were extremely far fetched and some genuine concerns. I told **** that I signed a contract for $42,500 and changed it to $45,000 with some add-ons that I agreed to and that was all I was prepared to pay from start to finish. The extra $1400.00 was a scam to me as they had plenty of time to ask for plans and I would have told them no to agreeing to pay any more as I took their bid over 2 competitors. **** standing in front of me that day also could not assure me when Mirage would be able to even begin the build let alone complete it. I told **** that at the end of August when I was going to move in, that his company would no longer have access to the back yard with my dogs going in and out of the house. ***** also new of my desired completion date all along the process after agreeing to have Mirage build the pool. As of July 16, 2014 I have been in a few emails with the other owner *** ***** to explain my side of the story and he tells me that I will not get a full refund because of the costs associated with cancelling my build. I tried to explain to him that I only "cancelled" the pool build AFTER his company was trying to get the extra $1400.00 from me even though we had a signed contract for both $42,500 and then the extra $2500.

Desired Settlement
I want the full $2125.00 refund as **** and I agreed to part ways on June 30, 2014. He was not going to be able to guarantee finishing this build even though he said he could build my pool in 5 1/2 weeks and his company had 8 weeks from June 30 to finish. I lost trust in his company when they asked for more money before even beginning and I was told that there were many other things out of MY control that could also add to the contract final cost. Why sign a contract if they can add or alter amounts of their choosing and you have no say in the matter?
I told *** that I expect a full refund and he has told me numerous times that I will not be getting it because I cancelled the contract after his brother and I agreed it was the best thing to cancel before starting then have a money argument during the build. I believe Mirage cancelled the agreed to contract with me by telling me that I needed to pay the extra $1400 AND that they were not prepared to tell me when they were starting the digging 2 months after it was scheduled and thus could not guarantee when they could finish.

Business Response
**** ***** contracted to build a swimming pool on 3/7/2014. The ***** home was under construction and was to be purchased by **** ***** and closed on June 26,2014. Therefore MCP could not commence construction of Pool for 72 hours after the purchase of the property due to Texas property code. MCP had excavation scheduled for June 30,XXXXX but was delayed due to wet weather and was to be rescheduled for the first week of July depending on the holiday.

At the time of contract on March 7, 2014 the homeowner had given MCP permission (signed construction plan on 3/7/2014) to access from the rear of his property by coming across adjacent lot owner by home builder. This is the access point that both **** ***** and MCP signed off on the signed construction plan on 3/7/2014. In March of 2014 there was NOT a home on this lot. By June 2014 the access of the lot behind was NOT AN OPTION due to a home being built. The additional cost ($1,400.00) is due to having to come down the side of the ***** property/residence since the access behind the property was lost due to home being built. The job was contracted with the use of larger equipment which costs less to dig a swimming pool. Example: The larger excavation equipment requires 8'6" width of access & the smaller equipment requires 6'6" width.

*** **** /**** ***** notes from 7/01/2014: Met with **** at 2pm at the house/property. He was not wanting to pay the mini excavator and skid steer upgrade as the access closed up. He said that he was not a ware that there were potential charges for repair access right of way, rock time, re-routes, etc... He said that he was not comfortable doing the project with there being a possibility of any additional charges down the road that are clearly stated in the signed contract from 3/7/2014. He also was asking for a completion date which cannot be given other than the time frame of 6-8 weeks from excavation to completion. I told him that I would prefer to release him from his contract rather than risk there being a problem.

Today we have sent **** an invoice for the expenses that MCP has paid out on his job. The total deposit taken is $2,125.00. MCP has paid out $1,851.25 in expenses for permits, permit runner fees, consultation fees and shipping costs. We are sending a refund for the remaining $274.75 and the city permits which the homeowner may contact the city for any refunds due because project was cancelled.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
As I previously mentioned, and the contract that was signed, they have no legal ground to stand on. They did not send me a change order about the $1400.00 to sign which is what their contract states. Also they state that their was no house at the time of contract on March 7, and their was the foundation AND framing at that time. Also on April 2, 2014 Rhett drove by my house and wrote back in the email that the right side access "looks good" and made no mention at that time that their would be any additional money or concerns regarding the type of machinery needed.

According to their response above, "I told him (****) that I would prefer to release him from his contract rather than risk there being a problem" If I was released from the contract, then they cannot bind me to anything and have to refund the full amount! These are their words quoted, not mine.

I also have in writing that there was to be a start date of June 30 and we barely had any rain the previous days to delay the onset by at least a week. ***, the owner NEVER told me that the delay was going to be until the following week. When I pressed him, he could not tell me a new start date or ultimately a completion date and that was almost as big of a factor as the $1400.00. I have picture documentation of the build process if anyone needs to confirm the dates and what was on the property on both March 7, 2014 and then almost a month later on April 1, 2014 when Rhett did an access drive by. They are saying that in June of 2014 the access from the home behind me was not an option when in fact they knew on April 1 as I will quote Rhett the salesman who did the drive by states "Access looks good but we will come down the right side of the house rather than through the back. I don't want to risk that wall blowing out if we come over it and having a mess on our hands" These emails are available to anyone to see.

01/27/2016Problems with Product / Service | Read Complaint Details
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Complaint
The cement work for the deck/patio surrounding the pool is not per agreement. Company has not followed through on fix. Cracks becoming larger concern.
Contacted the company numerous times to follow up on agreement to fix or mitigate the issues with the finish of the deck. Cracks have also increased in size since first appearance and I raised improper curing of the deck as the issue. Salt finish surface for which they were contracted was not properly done and surface only partially etched, due to deck being too dry at application of salt. Well below standards. Agreement to move forward was to improve appearance be removing large circles marks found all over surface and concede on other then concerns. After constant contact by myself, Mirage finally tried an acid wash to remove circles though this had no impact. With no solution, owner now requests that the entire deck be removed and re-done at expense of Mirage, to the original contracted requirements of a salt deck finish throughout or refund the price of the deck installation plus removal costs.
Owner *** Hawk, Pool contact date 4/24/15. Approx 800 sf of deck. Paid in full

Desired Settlement
Replacement or refund

Business Response
In the 1st sentence of the complaint Mr ***** mentions that "the cement work for the deck/patio surrounding the pool is not per agreement." The only agreement I have with Mr ***** is on page 6 of the contract that Mr ***** signed and states the following:
"Walks and decking Limitations: Walks and decking, if any installed by Seller are not warranted against cracking, checking, raising, settling, or discoloration."
I can provide you a copy of the document signed by Mr ***** if needed.
I have personally seen the deck and heard Mr *****'s issues with the deck. The swirls the Mr ***** references are trowel marks. While they are visible, troweling the concrete is a completely legitimate and necessary step.
I personally inspected the deck on October 12, 2015 at 10am. I saw the cracks in the deck that Mr ***** references. They are normal check cracking that I see on virtually every deck. I told him that all concrete cracks and that there is nothing to be concerned about.
Mr ***** has refused to meet with me or even talk on the phone since that meeting. Mirage has been refused access to the property. He makes claims (via email) that I told him that I would tear up his deck and re-pour it if he wasn't satisfied with the deck. I never said any such thing. My statement to him at the time was, if I was to tear up the deck and re-pour it, the new deck would share the same characteristics of the current deck. I also told him at the time that there is no warranty on concrete decks. I am not aware of any company that warrants concrete flatwork for cracking or discoloring.


Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Mirage was contracted to provide decking with a "salt deck" finish and has failed to provide such to normal standards much less to the custom pool building standards they tout. The early and now increasingly extensive cracking could be a symptom of a more serious condition which has not been addressed but is concerning due to another contractors comments and that of one inspector.
The conditions at which the cement cured do not appear to have been managed properly during the pour and thus the "salt deck" finish did not properly take to the cement. The cement perhaps was worked too late in the curing process also leaving surface markings and irregularities Mirage now cannot easily repair. The long holiday weekend after the pour could have also played into the lack of oversight until too late.
When Mirage inspected the work no mention of "trowel marks" was brought up and having verbally acknowledged the surface (salt deck and marks ) was not proper a commitment was made to involve the 3rd party contractor to learn what the marks were so that a solution could be found. Mirage finally responded, after my repeated follow-ups, with an acid wash of the deck which had no effect. This effort is evidence of their acknowledgement though they have refused to respond since with a suitable solution to rid or mask the marks and thus have not completed the project or for that matter provided the deck contracted for.

In its response Mirage acknowledged they have inspected the condition and we await a formal response and plan on how to remedy for further access by a qualified cement professional.
Note, there has been no discoloration since the condition have has visible since the pour with no change.
Since Mirage's attempt to fix the circular marks failed, it now appears the only way to fix both it, and the larger initial concern of a lack of a "salt deck" finish, is a tear out and re-pour of the entire deck. The cracks are perhaps symptomatic at this point though not the underlying issue.

Final Business Response
The consumer has made the statement that Mirage has "failed to provide such to normal standards much less to the custom pool building standards they tout."
The contract states the following:
"Walks and decking Limitations: Walks and decking, if any installed by Seller are not warranted against cracking, checking, raising, settling, or discoloration."
I personally inspected the deck on October 12, 2015 and at that time I did not find any condition to the deck that was uncommon to concrete flatwork. I told the consumer at that time that there was nothing that needed to be done. If the consumer is convinced that the concrete work or materials are bad, the consumer should hire an engineering firm to test the concrete. If he can provide me evidence that the concrete is bad or that it was installed incorrectly, I would have no problem going to the concrete supplier or the installer and have it re-poured at no expense to the consumer.
I ask the BBB to ask the consumer to provide proof that the labor or materials are either bad or that the installation is faulty. It must be done by a qualified engineering firm of their choice.


Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The customers issue with the contractor remains. There is proof they made an effort to repair the Defects in workmanship and materials and this is offered as evidence they agreed there was an quality issue. Thus their response regarding not finding uncommon issues with the flatwork is not factual. Further, at that inspection verbal statements were made by Mirage that the contracted "salt Deck" for finish was not done properly. This is the reason an attempt was made to improve the finish. That attempt failed and the customer is awaiting a solution from Mirage that delivers per the mentioned contract for the "salt deck" finish free of defects in workmanship and Material. The customer would also consider a refund in an amount equal to he value of the deck if Mirage can show through an impartial third party Engineer, that the flatwork is structurally sound.

02/13/2014Problems with Product / Service | Read Complaint Details
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Complaint
Mirage has not honored the expenses they said they would since the replastering of our pool.
This entire pool building process has been very frustrating. I have caught Mirage Pools in several lies and when I did they acted like that was what they were going to do all along.

This issue came towards the end of the pool build. Mirage Custom Pools demanded final payment of the pool before they would plaster it. They told me they were sending someone over to collect payment and if I did not pay they would cancel plaster.

I paid the man when he came over. I wish they had paid as much attention to the pool as they did to getting paid. The next day the plasterers came. When they finished they had left a large hole for a light that was not supposed to be there. The pool had already been filled with water.

I contacted Mirage and they told me they had screwed up. At first they told me they would patch it. I told them it was a brand new pool and they would not be patching anything. Finally we agreed they would drain the pool and replaster the entire pool. They said they would reimburse me for the refilling of the pool and get the chemicals back in balance.

They replastered and refilled the pool. The guy then dumped a bunch of salt in the pool and I never saw him again. I submitted my water bill and after 6weeks I recieved a check for half the amount I was asking for. I have spent a small fortune in chemicals trying to get the PH balanced. I finally have paid for a pool guy to come out and help.

I have spoken with the owner and he has told me he has been more than fair.

Desired Settlement
I am requesting $250 to cover the rest of my water bill to refil the pool and be reimbursed for all of the expenses in pool chemicals to get my pool to a point where it is safe to swim.

Business Response
When the pool was plastered the company that performed the worked missed covering up an un-used light niche. At that time we told the customer that we would need to repair the area. By re-plastering the pool it would eliminate any trace of the light niche without compromising the aesthetics or structural integrity of the plaster/pool. We apologized for the mistake but he did not want to go through the process. He wanted to know what his options were. We said that we could put a light into the niche but I strongly recommended that he allow us to come in and re-plaster his pool and get it done right. I told him that it would only take 3 days away from his use of the pool. I also told him that it wouldn't hurt anything if he wanted to wait until it cooled off for the repair so his family could use the pool for the remainder of the summer. He agreed to that.
We were notified on Friday October 4th that they were ready for us to perform the repair. We had water in the pool on the following Wednesday. Faster than promised. ***** wanted to be reimbursed for refilling the pool. I agreed to that. I told him that it is usually around $45 to $50 in water.
***** sent in his water bill of over $200 and we called the city and with the help of the water department determined that the water needed to fill the pool was $54.30. We sent the check to Mr **** and he cashed it but not before demanding that we pay him $100. He then made accusations that we just came out and dumped salt in his pool and did not add the correct chemicals in his pool. While it is true that we added salt as needed for the salt chlorination, I have verification that we added the necessary chemicals for starting up the pool. At that time he said that he was going to file a complaint to the BBB.
I honestly have no idea how I could have taken better care of this customer. We repaired the mistake that we made on his pool in a very timely manner. We fairly reimbursed him for his expenses and he files a complaint. Feel free to contact me with any questions.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not what happened. I submitted my entire water bill because that is what I was told to do. I asked for $100, not $200. It took weeks to get a response. They kept telling me they were working on it. They finally told me they called the city and were only going to pay me the $54. Why have me submit my water bill if you were going to decide what I should be reimbursed?

As for the pool repairs, they only agreed to replaster after I called the plaster company and they said to patch the hole would not be appropriate. The repair took a week, not the three days as stated.

I had to beg them to come and put the chemicals in to start the pool. When they finally came the guy told me if he put all the chemicals in then I would not be able to swim in it. I have a son with special needs that uses the pool for therapy. I had to get him in it as he had not been in it for a week, not the three days as promised. The guy told me all I needed was salt. He said if he just put salt in then we would be able to swim immediately. He dumped in the salt and left me an extra bag by the pool equipment. No other chemicals were ever put in. They state they have verification they added the necessary chemicals yet they have never provided me with this verification. It has taken weeks and a lot of cost to get the PH safe to swim.

Industry Comparison| Chart

Swimming Pool Contractors, Dealers, Design, Swimming Pool Service & Repair, Outdoor Kitchens

Additional Information

top
BBB file opened: 08/03/2004Business started: 02/01/2003
Type of Entity

Limited Liability Corporation

Contact Information
Principal: Ms. Courtney Hauk (Office Manager)Customer Contact: Mr. Tom Hauk (Owner)Mr. David Hauk (Owner)
Business Category

Swimming Pool Contractors, Dealers, Design, Swimming Pool Service & Repair, Outdoor Kitchens

Map & Directions

Map & Directions

Address for Mirage Custom Pools, LLC

545 N Cowan Ave., Ste. E

Lewisville, TX 75057

To | From

LocationsX

2 Locations

  • 6950 Eubanks St Ste B7 

    Frisco, TX 75034

  • 545 N Cowan Ave., Ste. E 

    Lewisville, TX 75057

Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Dallas and Northeast Texas. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*Mirage Custom Pools, LLC is in this range.

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Industry Tips for Swimming Pool Contractors, Dealers, Design

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