Family Pools

Beware! Dishonest and Unreliable Pool Repair Contractor!

If I could give zero stars, I would. I hired this company in early January 2025, paying a large deposit to them on January 6th, with the promise that my pool and deck repair would be completed by mid-February. Not only did they fail to show up, but they also went completely silent for nearly the entire month of February. No updates, no communication—nothing.

Then, on February 26th, out of the blue, they finally reached out—not to apologize or offer an explanation, but to try to start two days later on Friday February 28th, but only if I paid them more money before they would begin the job! It seemed to me like a desperate last-minute money grab attempt. To make matters worse, they tried to tack on an additional credit card fee even though their salesperson had assured me this fee would be waived upon request when I signed the proposal.

At this point, I was already suspicious, but things got even worse when I did some digging. I found multiple recent negative reviews from other customers describing bad faith and deceptive business practices, poor customer service, and subpar workmanship. Even more concerning, I discovered that at the time I signed the proposal, the company had failed to disclose serious ongoing litigation, which would have been a dealbreaker had I known upfront.

Given all these red flags, I decided not to move forward with the project. That’s when the real scam became clear—they told me they were keeping my deposit, despite having done absolutely zero work.

This company is dishonest, unprofessional, and completely unethical. Do yourself a favor and take your business elsewhere!

It’s not often that I write a negative review on a company, in fact, I never do..but due to the terrible customer service I received from Family Pools office manager Nicole, I felt compelled to share my experience in hopes of warning others that may be considering this company.

I signed a work order with Family Pools in early March of 2020, and gave a deposit of half down for repairs to be done on our inground pool. Nicole assured us that the crew would be out within a few weeks to do the job. I told her that all that I would need is 48 hours prior notice to scheduling to which she replied, “no problem, it’s a small job, so we’ll just fit you in between bigger jobs.”

After approximately 5 weeks of not hearing back from her, I placed several calls in to her office and left several messages to please have her call me back so that we could schedule our work, but got no reply. After several more attempts, I was finally able to reach Nicole and her excuse for failing to return my calls was to quickly shift blame on to the Covid pandemic, even though they were never shut down and continued conducting business. She said she would check her calendar and get right back to me within the hour, but again, I didn’t hear back. It wasn’t until a week later, at the end of the work day, that I heard back from her, calling to see about coming out the next day. I explained to her that I had prior engagements and that would not work, again reiterating that I would need, at the very least, 48 hours notice before coming out.

Fast forward to May 11th @ 4:47 PM...I receive a text message from Nicole, seeing if she could have the crew come out the next day. Once again, I had to explain to her that I needed more notice prior to scheduling rather than just a call from her at the last minute to come out the next day! We had guests visiting from out of town and that wouldn’t work for us. At this point, I also let her know that communication from her was less than acceptable and was a terrible way to do business. Her reply was,” that’s twice we tried scheduling a day in advance. I will let you know when there’s an opening.” I replied to her that if she couldn’t give me 48 hours prior notice, then perhaps she should return my deposit. To which she never replied!

Over 4 months passed and nothing from Nicole or anyone at Family Pools for that matter, so I called back to inquire about my deposit. Left several messages with her answering service and after about five days of calling, I was finally able to make contact with Nicole. When I confronted her regarding her inability to call me back to schedule my job, which was now closing in on seven months from the day of signing the work order and giving the deposit, her response was, “oh,I thought we sent you your deposit months ago.” She then went on to say she’d look into it and get right back to me...well of course, she never did, same old story, numerous calls made, numerous calls unanswered, so I let a week pass and drove to their location with my wife to see why we still weren’t hearing back from Nicole regarding our deposit. Once we arrived, she started again with the lies saying that the check was mailed out of their accountant’s office in Fort Pierce and that we should be receiving it within a few days. We said ok, and left. After a week of not receiving my deposit, I once again left several messages with Family Pools without a call back. After the 3rd message, Nicole was finally able to take some time out of her busy schedule to return my calls. She said I could wait some more days for the “check in the mail” or I could come in for my deposit. Yeah, you guessed it, I chose the latter. Went directly there, along with my son, and finally received my deposit back from Nicole.

In all of my years in dealing with different companies and people, I have never encountered such poor customer service and lack of respect by a person representing a company as I have here. With a name like Family Pools, you would think that they would treat people more like, you know, “Family,”... with respect and courtesy.. not in this case, not even close. Terrible customer service and I would never recommend this business to anyone!