Pool Innovations

I'm giving this company three stars for a few reasons.
First, I want to say that once the job was finally completed, the pool is fine.
The issue with this company is communication that lacks dramatically, especially after the contract is signed.
Be aware that when it comes to chipping out the pool then plastering and/or pebble Tec, Pool Innovations does not have a crew for this they subcontract all of it. The communications between the customer, pool innovations and the subcontractors are basically non-existent. I was even told by the P/I Rep after the fact that they have no control over their subcontractors….HUH???
The chip out crew did not arrive for about six weeks after the pool was emptied. (Which I was told that the pool may be done by then). I was told they were going to arrive on Thursday or Friday of that week. Both days they were no show no calls. Communications to P/I or poor at best.
On the following Monday at 6:10 AM there was a bang on my door, and it was the crew. What type of crew would show up that early in the morning without prearranging the fact that they would be there that early? I did ask the crew if they would wait till 7:00 AM to start Jack hammering to not completely wake up the neighborhood that early. They reluctantly agreed but unfortunately 10 or 15 minutes later they started to jackhammer.
Another large issue was that there were two other items that P/I told me they would deal with which was pulling out an replacing my popups (if I provided them) as well as replacing the pool light. I was told this would probably be done by the chip out crew, but they knew nothing about it. When I called P/I about this I was then told “well they probably don't have the tools so you can just go pick that up yourself and pull them out it's not that expensive or hard to do” HUH???
By the way, the chip out crew had absolutely no idea that they would even be asked to do that. I also asked P/I about the pool light and was told that the plaster crew would deal with that as well as installing the new pop ups.
The plaster crew arrived a little over 2 weeks later and knew nothing about pop ups and nothing about a pool light. Again HUH???
A call to the owner of the subcontractor that was doing the plaster work and the owner said that he would ask his guys to install the popups but they do not and never have installed pool lights.
Another call to P/I, told someone from their company would contact me and take care of it. I never heard from anybody or saw anybody from P/I for almost two weeks when somebody came to deal with the pool start up chemicals. I mentioned the pool light to this person and of course they knew nothing about it. Meanwhile all this time there is the old pool light pulled out of the wall sitting on the pool deck with the wire attached all this time. This person told me that someone would contact me in a day or so to figure it out.
Two weeks later still no communication. The person that did the chemical startup also mentioned that usually they pick up the final check then but assumed correctly that I would not pay for anything until everything is complete. One would have thought that would been enough motivation.
Finally after not receiving responses from phone messages and emails I sent another email to all their email addresses stating that I will not pay anything and in fact deduct money from the final payment if I have to deal with the pool light and other items that were not finished.
Evidently that got somebody's attention and a person from P/I did come by two days later. But without the pool light which they said they have to go purchase HUH???.
Keep in mind that P/I knew about replacing the pool light for almost 3 months now.
When they did return with the pool light, evidently, they had to go to several stores to find the correct one which took several hours.
They were able to install the pool light but did take a long time as there was water in the pool already. They remarked that it would have been far easier to install it before there was water in the pool. I mentioned to them that perhaps they should talk to the primary Rep at P/I as he knew about it three months ago. And that I reminded him about pool light several times during the process.
So, the total time for this pool plastering project was almost three months.
By the way, literally the next morning after the pool light was installed, I was called by somebody from P/I wanting to pick up the final payment. Kind of ironic when you think about it.
So again, I want to state that we are happy with the final results. But it took far too long in my opinion. And I also want to mention that the subcontractors and the actual physical workers that do work for P/I did a very good job and were very friendly. The primary problem with this company are the people that work in the office and do the initial contracts and then don't follow up.
Perhaps they should simply hire a customer service person to deal with their customers and keep

If you are thinking of hiring Pool Innovations for your pool remodel, DON’T! Run far, fast and do not look back!!! Despite stating they want the customer to be happy, this company made promises prior to signing the contract that they don't appear to have ever intended to keep. The complete lack of coordination between crews or communication with the customer, except when the project manager literally screamed at us when we raised concerns and finally failing to resolve any of issues after “completion” of the work have prompted this review. What we experienced was far from the way they initially presented themselves and some of the good reviews on line. In the end, all issues raised prior to signing the documents and discussed throughout this process, including our still non-functioning bottom main drain and cool deck that requires aggressive scrubbing to remove any dirt that gets on it because they did not seal it, have been mostly met with excuses and refusal to address, except to say that they would be happy to seal the cool deck for the additional cost of $1.00/SF. They have not even entertained fixing the pits in the Pebble Tec, nor have the removed all of the construction debris that remains in our front and back yards. They appear to be willing to say anything needed to get the contract, but leave you to find another pool remodel company to properly finish parts of the job that should have been addressed during the project, rather than leaving them for us to figure out after the fact. Save yourself the time, frustration and added expense and just go elsewhere to begin with for your project.