Oak Wells Aquatics

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• By Cp

  June 1, 2025

  Pool build

  $156,000

  While we love our pool, our construction experience with Oak Wells was very different from others. Two months have passed since the project's completion, and while we continue to see glowing reviews, our own construction experience was deeply disappointing — prompting us to share our story.
  I wanted to start with what went well to provide a balanced perspective. The design phases were exceptional. Jason was a true master of his trade. One can tell that he is passionate about his work and that translates into a delightful customer experience. At that phase of our journey, we were excited and confident in our choice of pool builders.
  When we began the construction process, we were working with a seasoned project manager, who provided detailed and timely communications, sub-contractors were scheduled, and our home and property was respected. Within a month, our project was turned over, and our customer journey transformed into an absolute abysmal experience. We experienced unwarranted delays, communication was comprised of texts asking me to call our PM and a weekly email comprised of phrases either stating “working on scheduling” or “xxx completed this week,” making it impossible to coordinate the other contractors we were responsible for scheduling. We were told the pool build would take 10 weeks, 12 weeks at the most to complete, yet our pool sat for two months without any progress, and my inquiries yielded apathetic responses. There was a complete lack of ownership. After two months of being disregarded, I had no choice but to escalate.

  We were relieved when construction started again in February. However, our miserable customer journey continued. Scheduling continued to be an issue with excuses, such as “we were delayed due to rain,” even though we experienced no rain and when the tilers were at our home, they worked through rain for 1.5 days. Tasks were completed in a perfunctory manner, and when we observed our PM sleeping in his car in front of our house twice, we realized there was no ownership, and to rectify this situation I would have to step up to manage our project. Worse yet, we continued to experience a complete disregard for us and our property. Our property was treated as a dump site for the sub-contractors, leaving my husband to have to clean up the trash that was blown into our pond and neighborhood. One of their sub-contractors was unprofessional and reckless. Even though we had communicated in advance that we were moving. The sub-contractors showed up the next day at 6:45 am. They blocked our driveway for the entire day, leaving us without any ability to buy food. When we asked if they could move so we could get out, we were told NO that is where the truck had to be parked. During the plaster process, they threw their left-over materials on the grass portion of our yard and on our newly installed fence. To date, we still have plaster in our grass and we had to rake the plaster from the grass and clean the plaster off the fence. Lastly, they conducted a sales meeting at 7am where the sub-contractors' employees stood around our pool showing their work to employees of a different pool company. We were dumbfounded by the lack of respect for our privacy and consideration for our ability to leave for work unencumbered by their vehicles parked along the front of our home. In addition, we were not asked for permission to hold a sales meeting on our property.

  Even after multiple escalations, our experience continued to degrade. Over that last month, performance shifted from perfunctory to negligent. Our pool build took 6 months and three days to complete. It would have been a longer duration had I not stepped up to manage the project with the county and for my husband fixing multiple issues to pass those inspections. On the third failed pool inspection, my emails were not returned in a timely manner, forcing me to call the inspector directly to pass. When I did finally receive a response, it was a thank you for stepping up to assist, rather than an apology. A customer should NEVER have to be involved in county inspections and the response was another example of the apathy shown to us as customers.

  I’ll conclude this review by acknowledging that the owner apologized for our experience after the project was completed. However, it would have been far more meaningful if corrective actions had been taken when we first raised our concerns.

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• By Charles P.

  April 20, 2021

  Remove old pool deck coating,recoat and remarcite the p

  $10,000

  Terrible and is ending up in a lew suit after 7 months of in unscrupulous farmed out contracter’s and their quality of workmanship and supervision and lies about doing work in one month then walking off it in seven months later in a unfinished mess ! It’s been really the nightmare of my lifetime