Customer ReviewsforWe Fix Ugly Pools

I left a previous review on ****** but ran out of room. But basically this company has been so unprofessional. We have tried reaching out to them for the past 2 weeks. I called them today and got the same response about getting back to us in 24 hours which no one ever does. It's retaliation from the project manager because we don't want them to do the rest of our backyard instead we just only want them to do our pool which we have paid for and they haven't touched it since doing the lighting feature. I appreciate them doing it in the time that they did it but to not work on our pool because we can't afford your price for the rest of the yard is outrageous and cruel. I'm trying to find a solution. *** the Project manager is by far the most unprofessional person I have ever met. He was cool at first but as soon as I told him that we didn't need them to do anything else but the pool, he went to threats as our pool wouldn't be done until December 1st. And he even went as far as to say my feelings were hurt. Who says that to a paying customer. I guess he was sent home for the day by the owner. He calls me 15 mins later after me and ***'s conversation which he says was on a recorded line. The owner ***** then proceeded to take up for *** and say that *** did nothing wrong with the exception of some things he said. But yet you had to send him home. When I asked him about *** basically threatening the finish of our pool, ***** said well *** is the last one you should wanna pass off.....ARE U KIDDING ME. So at that point I knew if he agreed with that behavior, I knew exactly what kind of company I was dealing with. I just want them to complete our pool and be done with them. Project is almost finished and we have paid everything. They can give us a refund from our last payment and we can find someone else to finish the job

Project plan for pool remodel detailed with satellite photo and written dimensions. Steel team did not follow it. Steel team back out and still not right. Told that shotcrete would fix. It did not. Told the surface will fix it. It did not. Called to explain issues and hung up on. Called again and told I was not compliant with payment. Used their financing, and I heard nothing from them except 20% down payment went through. Finance co told me Ugly has not requested funds and “No reason they couldn’t.” I tried to rectify issue and Ugly said “no changes are going to happen to pool.” I refused to pay for steps and benches, not done as planned and don't match existing. Owner on site to accuse me for not paying, again it’s on him. I didn’t know draining and start over was an option. He would fix to match original plan If allowed to finish the deck. I ok'd if re-done satisfactorily. It was not: Drain pump setup with a non-grounded elect cord running through my irrigation, prong exposed from sump. Brand new pool pump not turned off nor the auto-fill. Hours later called them out to rectify. Steel team out and AGAIN was not to plan. PM made many excuses as to why I could not have my original plan and forced to sign a new plan. Why was original plan agreed to if I couldn’t have it? PM out with steel team and fixed to original plan. No cleanup after and masking tape baked onto the new waterline tiles. Surface was done with masking tape mess getting pieces everywhere because they tried to clean with power washer just prior. Pool filled with water no care instructions sent to me until 9 full days after surface went in. I was told to brush it and keep pump running but pieces of masking tape clogging the system, brushes, and filters. I do not want to continue with decking due to above and told will sue me. Did say he would remove waterfall, but I am forced to do decking. Turns out finance co is setup with Ugly for 20% down and 80% upon completion. BEWARE: Rude, Incompetent company!

If you want your project to be done on time and done well, do not chose this company. I had my pool resurfaced and tiled. After many delays, once the job was finally done and the pool was refilled we discovered that the main drain was clogged and the edge for the negative pool was not level. it took me a year, the cost of hiring a lawyer and a complaint to the Arizona Registrar of Contractors to have WFUP fix the problems. On top of that, I am still waiting for WFUP to reimburse me for the cost of emptying the pool in order to the repairs. I may have to ***.

I have never in my life dealt with a worse company than We Fix Ugly Pools. The owner is super personable until you sign that contract! He makes verbal promises and then makes sure he covers himself in the contract so he does not have to keep them. His contractors are careless. They completely destroyed my entire yard and irrigation unnecessarily. His response is that its in the contract that were not responsible. and Were putting a pool in, what did you expect? I was extremely patient and waited months to say something to him about his lack of response to one of the many issues I was having with his company. He then told me that I was berating him. Save yourself a lot of time and money and stay away from this company. I have been waiting 3 months since the day that he said plumbing would be installed and still have nothing but a huge hole in my backyard.

I agree with the tenor of the comments made by Pool Customer. We have lived in the Valley for over 40 years, and this is the first BBB review that we have submitted. We found the customer service at WFUP to be rude, condescending and argumentative. I agree with Pool Customers comment that they dont hesitate to tell you that you dont know anything about the pool business, and that any conversations are one-sided, with customer service rep. talking over you. Scheduling was haphazard at best. It is our belief that the company uses both employees and independent contractors to perform the necessary work. We found one (we believe to have been an) independent contractor filling our automatic water leveler box with concrete, which was not within the job description. Luckily we were home at the time and stopped him. WFUP has failed to take responsibility for the leak. It also failed to take responsibility for, or even come to inspect, a crack at the bottom of our water feature that appeared after the work was completed.We later complained about a leak in an area that WFUP worked on. An individual was sent out to repair. Knowing they had an unhappy customer, the individual had the audacity to suggest in his follow-up report that perhaps that the leak was caused by either us or our regular pool maintenance company as unions dont just magically untighten themselves after 5 months. Well, perhaps they do when the work is not done properly in the first place. I would definitely NOT RECOMMEND this company. In hindsight, I would rather have turned our water feature into a planter rather than have had WFUP work on the job.

If you are looking to have a project manager or an owner who are willing to provide customer service or have any kind of communication skills DO NOT select this company. Our project included a 15' x 26' pool including pool equipment with a paver install. The project took well over 1 year to complete and we are still waiting for a cracked drain cover replacement and a refund on the handrail. We found there was no guidance on when to select tile, pavers, handrails, surface or decking finishes and you basically have to be your own project manager. *** is as arrogant as they come and doesn't hesitate to tell you that you don't know anything about the pool business or will call you names because you finally are fed up with the lack of activity or the lack of communication. When you do talk to him it's a one-sided conversation and he will talk over you and tell you your concerns are "non-issues". He lies and tells you what you want to hear and you get no results from him. The front desk covers for him, and they tell you he is with a customer when we never saw him once at our project. The finishes you are told you get to choose are either out of stock or you are told you have no choice after all. The handrail was finally delivered 3 months after the pool was filled and I was told that the one delivered was my only option when clearly it reads on the contract that client chooses color. The shape of handrail would not have worked with our stairs. The safety exercise bar was never delivered so we asked for a refund. Check was delivered but not signed and we are still waiting for a signed check replacement after 3 weeks. Their designer, ****** will provide construction plans and listens but be aware that you DON'T get service after ***** does her part. Also be aware that their contract payment terms are all upfront well in advance of the project getting completed and you are stuck when it takes months to get things done. BEWARE OF THIS COMPANY.

I called We Fix Ugly Pools for a quote after my neighbor mentioned they built the pool for the ************ at ***********. I spoke to ***** who was very helpful with my questions and creating a payment plan. I wish I could post a photo here to share my beautiful new pool. I never thought of having a customized water fall until ***** gave me the idea, and I was able to be really creative with it. They made it exactly how I had envisioned it and it sounds so relaxing at night. I'm very grateful that i chose this company to build my new pool. Could NOT be happier!