Business ProfileforImagine Fiberglass Pools

My experience with Imagine fibreglass pools has been a nightmare. Firstly, this company will provide decent customer service until they receive all your money. Then you can't get help at all. 2 years after having my pool installed I noticed cracks in the pool shell. When I called to have them come look at it, they wouldn't show up when I was home but decided to come by when they knew I wouldn't be here. They had a whole bunch of excuses as to why it wasn't their fault and tried to blame the problem on the concrete skirting. They told me to actually cut the pool shell away from the concrete and said they wouldn't fix the crack until I did that. After speaking with several other professionals I was told that this is not the problem. They don't answer your calls and are only motivated when you complain on social media. I have also been told that my pool is better than others that they have installed. *************************************************************** **

This customer installed a full concrete surround that leaves the top flange of the pool exposed and does not cantilever over the top as recommended. The concrete surround is over 3 feet wide with no relief cuts. During our initial consultations before installing the pool the homeowner had discussed installing stone coping that cantilevered over the top of the pool. The customer coordinated their own concrete work and did not use our recommended contractors for her landscaping. She says she still plans to someday do the stone coping over the top of the pool.

Due to the lack of cuts and the exposed flange, the concrete has put considerable pressure on the outer edge of the flange which has caused cracking at the very top of the pool at three corners. There is no water loss as the cracks are on the top flange of the pool which is normally covered by concrete or stone pool surround (4"-5" above the water line).

We did a site visit to document the issue and relayed information to the customer about what happened and what needed to be done before a repair could be made to the fiberglass. She then contacted another pool company for advice, the pool company proceeded to give her her incorrect information and disparage our company. We then made a second site visit with the homeowner, who was hostile **************. We gave her very specific advice on site (cut the concrete, provide access for a repair), then provided follow up information in writing several times.

The customers has not yet provided access for us to do a repair.