Business ProfileforCoastal Pools LLC

I was disappointed with this company on several fronts. My sales consultant quit the company in the middle of the process and a new one was not assigned. Some of the options for the pool were automatically selected for me, I was not advised on them and in the end I got cheap material that I am not happy with. The spa "cover" is one point of contention. I don't believe what was provided is technically a spa cover, its an insert that floats on the water, it may provide some insulation but it does not cover the pool or keep debris out. Coastal missed several deadlines and missed several appointments. Never was an apology given or any remediation offered. When the construction of the pool was finished to the point where it was ready to be used we had a "pool school". The first appointment was a no show. It was rescheduled to the next day when they showed up 6 hours late and very little education about the pool was provided. The technician tried to troubleshoot an issue with the monitoring system, couldnt figure it out and just left. In mid July they came to measure the pool to size a pool cover, at the end of August I was given a price over $2000 more than the original quoted price for the cover. I asked about the increase in price and received no response for three weeks. When they finally responded they told me if I didnt agree to pay the full price up front they refuse to do the work and I could find someone else to do a pool cover. I reluctantly agreed but I asked several times to make sure that I would be there for the pool cover installation. They came unannounced and put the pool cover on. They did not treat the water, they did a poor job cleaning the debris from the pool. I had to open the cover myself to discover tons of leaves still in the pool. Furthermore they did not give me any tools to remove the pool cover as was agreed and there are no covers to the anchors to protect them for when the pool will be in use next season.

Matt, thank you for taking the time to share your feedback. We’re sorry to hear that your experience didn’t meet your expectations, as we strive to provide the absolute best service and ensure that our clients feel confident and informed throughout the process Prior to your sales consultant's departure, the transition to a dedicated project manager had already taken place to oversee your pool’s construction and ensure continuity. This handoff is a standard part of our process, designed to provide clients with a knowledgeable point of contact throughout the build. At Coastal Pools, transparency and consistent communication are top priorities for us. While we aim to address any questions about materials or project updates promptly, we regret if there were any moments where our approach didn’t feel fully clear. Your satisfaction is very important to us, and we’ll use your feedback to reinforce our commitment to providing clear communication throughout every stage. We would love the opportunity to ensure that all your concerns are fully addressed. Please feel free to reach out at your convenience, or we will continue our efforts to connect with you. Thank you again for sharing your feedback; it’s invaluable to us as we continue to prioritize and enhance the quality of our service.