Your pool can also be unusable after three weeks of "care" from Custom Pool Care. Multiple requests for assistance do not seem to make a difference. read more

Custom Pool Care - Your pool can also be unusable after three weeks of "care" from Custom Pool Care - Pool Cleaners Near Me - Richardson, Texas

I've had very good experience with Custom Pool Care. A neighbor of mine recommended them as they are personal friends with the owner. My first experience was after the week freeze we had, and they came out within a week to examine my pool and fix a busted check valve. I've also had them replace ball valves, my pool pump, and 2-lights in the pool. So I've had at least 4-experiences with them and they keep earning my business. I've never had to wait longer than a week for a tech to come out and address the issue, and the techs who've come out have been friendly and very knowledgeable. So far so good with my experience, and I just called them again today to replace an actuator valve that a stupid animal chewed through the wires. I'll keep using Custom Pool Care and going to Randy and Mike Johnson as long as this great experience continues. Thanks guys. read more

Fast forward to October 2022. After all my documented & provable complaints over months advising the company about their mishandling of our pool service, I received a letter in the mail stating- in essence- they had adjusted their routes & would no longer service my area. They were so sorry, but their last service for my area would be 9/30/22. I put up with their improper care patiently- hoping they would get it together. But they no longer serviced my area, so it was time to find another provider. Few points I want to make- this company WAS awesome! The company was sold to Randy Holmes & we encountered constant problems ever since. We lost weeks of pool access throughout the Summer due to their constant OVER-shocking, which kept levels unsafe for 5 days each time. Randy never even apologized when I contacted him directly. I was frustrated, but never rude or abusive to him. In a service industry, if someone goes wrong, common courtesy is to apologize. Not Randy Holmes- even with proof of their mishandling. A neighbor directly opposite us was also using Custom Pool Care, with their service the same day of the week. I asked if they received the same letter about our area no longer in their service area. Nope! Randy was dishonest and just wanted to get rid of a customer that called out their errors. Sad, Randy, and unprofessional. Our final "service" on 9/30 was provided by a nice guy, Cody. We had a tiny bit of algae on our spa ledge & he wanted to add a slight bit of chlorine. I told him every time they did that the Free Chlorine levels in our pool remain hazardous for at least 5 days. Cody assured me he's handled pools for years and the FC wouldn't go over 5. Of course, Cody was wrong & the Free Chlorine was over 10. It did not drop to the safe level of "5" until 10/5/22! So much for another Custom Pool weekly service experience & their final dis-service! There are far too many pool service companies around for people to choose one that has Randy's attitude and inept service techs. The repair techs are great, but if you need weekly service, I suggest you select another provider. read more

Buyer beware: My mom and some of our neighbors have used these folks for years not sure if it's the new owner or the new employees or what but they don't do a damn thing they charge for. Pool looks horrible when they leave. Our neighbor even saw her guy sit around do absolutely nothing then leave a card and walk out. Don't trust them with your pool spend your money on maintaining your investment elsewhere read more

I have to come back and update this review yet again. As you can read above, Custom Pool Care did a lot of work replacing our pool equipment. A few days ago, our new pool filter pump died. Once again, Custom Pool Care stood by their work. They came out the same day we called them - reviewed what was going on, and told me everything they would do to resolve it. The very next day they sent Gary, who is super professional and amazing out. He replaced the board and the motor in the pump, and now things are working just like they were before. Even though we didn't see eye to for monthly service care, they still stood by the work they did and gave me zero grief for not using their monthly service. I am super impressed by their dedication to making sure their equipment work is top notch. I'm very, very thankful for their work and effort. Gary is also a real credit to technical professionalism. read more

I'd really like to give these guys a good review - but can't... I've got a very complicated pool system and i've had them out twice on roughly the same issue. In both cases "the fix" they delivered seemed to work. Although within 3 months of each fix i was back at square one. From the nature of pool fixes, i understand looking for a "gremlin" might take a few tries. So... the real frustrating part of dealing with Custom Pools is getting follow up. They seem to be very popular and I'm currently waiting 4 days for a follow up call just to schedule an appointment. They may be too good for their capacity to serve their clients, and are simply focused on gaining new clientele. read more

Use to be good but owner sold the company and now a terrible company. Every time they come out they break something, only sometimes brush the pool, do not adjust pool levels correctly, do not return phone calls, to many complaints over thew past year. Call somebody else. read more

Buyer Beware. I've hesitated to write this to get over the emotional side of this, but I've waited long enough. We had Custom Pool Care service our pool for many, many years. Staining on the pool surface became evident in 2019 and I brought it to the Tech's attention. I requested that the Service Manager come out to observe the staining and come up with a solution to erase the stains. He arrived promptly and assured me that the company would correct the problem. The Tech arrived the following week and began to add a chemical. He commented that it might take weeks for the chemical to work properly. I told him that I understood and took him at his word. Months later, there was no evidence of the stains getting lighter, although the Tech tried to assure me that the chemical was working. I requested in July of 2020 that the Service Manager come back out. If he did, neither he, the Tech nor the office ever told me. So I wrote to the owner to make him aware. He called me promptly and said he come out to our home and would bring a pool stain expert with him. They arrived and after examining the stains, assured me that a chemical process would "probably" take care of the issue. These treatments began in the winter when the pool water was lower in chlorine and cold. Nothing seemed to change, although my wife and I were very patient. The chemical processes complete, but no one from Custom ever came to the house to discuss the stains that remained. The Tech continued his weekly service, assuring me the stains were nearly all removed or lightened. This was absolutely incorrect. July 2021, I wrote to the owner once more to voice our displeasure. I enclosed photos of the pool staining and showed evidence of the Tech leaving forms each week with the chlorine and PH levels which were oddly very similar or identical. I requested a follow up evaluation from him with an alternative solution that his "employee(s) caused through negligence." The owner wrote back, denying any responsibility for the staining. "Unfortunately, you are asking for something which was not caused by our service" he wrote. He blamed "various factors from the plaster company who installed the plaster to outside vegetation or other substances being blown into the pool are factors in stain development." Although we had terminated service, the owner wrote that he would "still like to offer our help and assistance to get rid of this stain, or to just discuss more options with you." So here's an owner who, on one hand, denies any responsibility yet, on the other hand, offers his help. Would you trust this company at this point? After more than a year going by and no communication, no apparent follow up? This company's Tech improperly managed the application of chemicals, over many years, causing the staining. The owner was made aware of the issue, agreed to correct it (at no extra charge) but failed to follow up at the end of the treatments. His blaming the stains on the "plaster company" or "outside vegetation" is absolutely absurd. The stains appeared several years after the pool was built and we have always kept the pool very clean of leaves and debris. Custom Pool Care caused the staining but the owner denies responsibility, while offering "our help." I quit their service and I would STRONGLY advise anyone considering using this company to look elsewhere. There are many more reputable companies available that are certainly more ethical than this one. As I began this review, I'll end it with a simple "Buyer Beware." read more

My experience with custom pool care has been less than ideal. After the recent snowstorm that hit North Texas I called them to get an estimate on whether I needed to repair or replace a sweeper pump that was not working. They sent over a pool tech the next week. The tech confirmed that the pump did need to be replaced and advised me that it would cost around $600 plus another $100 or so for the installation. I had already checked on Amazon and found the exact same pump to replace the existing unit (a Pentair) for $299. The tech said they would have to ORDER the unit as he did NOT HAVE ONE in his van. I decided to decline their service and order the pump on my own. Rather than spend $700 to have custom pool care order and install the pump, I decided to order it & install it myself and save $400. I understood that there would be a service charge for the call and OFFERED TO PAY the tech for his service call right then & there. He told me he did not know what the charge would be and we would get a bill from them. (Which raises a question - why wouldn't a guy who does this job every day know what the charges were to simply give someone an estimate? Seems like a pretty standard thing.) The total time the tech spent at my house was about 10-12 minutes. The next week I received a bill from custom pool care for $105 (plus tax) which I thought was very unreasonable. I attempted to speak with someone in the office to try and negotiate a better deal but there was no one who could change the bill for me. I explained that I understood a need to charge us for stopping by and would have been fine paying $50 or $60 for the whole 12 minutes it took, but to no avail. A "manager" called me a few days later and left me a voice mail "explaining" why I was charged $105. His logic was as follows: #1. It cost him money to send his tech to my house for his time and the vehicle/expenses, so he needed to recoup that expense. Answer: Fine I get it, but it did NOT cost your company $105 to send someone 10-12 miles to my house and spend 10-12 minutes telling me I needed a new pump. That comes out to over $300 per hour, which is pretty unreasonable in my view. #2, The manager then proceeded to explain that since I REFUSED their service, it is THEIR POLICY to charge me for the call. Answer: Again - fine, I get it. But if we use that logic, since I offered to PAY your technician when he was AT MY HOUSE and he DECLINED my payment I guess I shouldn't have to pay for the call right? #3 The manager's last point was that if his tech had not been at my house charging me inflated prices for no real work performed then he would "...have been somewhere else making that money." (His words) Answer: So the translation is: "We would have been just as happy charging someone else $105 for the same 12 minutes of work. " Which is why you should not call them. PS: I notice the management likes to "answer" some of their reviews and I'll be interested to see how they explain this one away. - I paid the $105 but if I can prevent anyone else from using this company in the future it will be money well spent. If I could have given them zero stars I would have. read more

These guys are hacks. I had them come look at a problem with my pool to get an estimate. I knew I'd have to pay the service charge to get a quote. The guy came out and said his company would need to sub contract the work and he would get me a quote. I never got a repair quote, but I did get a bill in the mail for the service. I would have been happy had he just forgotten and not sent a bill for service, or gotten the quote and charged a fee, but not providing the quote for repair and charging the service fee is unreasonable. Given that no actual service was rendered in the form of at least an estimate of repair, I feel as if a service charge is unwarranted. read more

I love having vendors I can count on! Custom Pool Care is proactive and keeps the pool looking inviting year round. Randy and his crew are quick and diligent with replies and keeps me informed. I recommend them to any community looking for a vendor that does their job well, without being micromanaged. read more

Horrible experience!! They did not honor there warranty and had to pay for the same motor replacement twice. I cannot trust this company again. I am will never use them again. read more

Been using for over 10 years. Serviced my former house in Las Colinas & new one in Flower Mound. Very honest. Not sure if they are the cheapest but with pool equipment I want someone I can count on....and they deliver. read more

I just started using these guys after we moved into a new house with a pool. They are knowledgeable, friendly and not only did a great job, but came in under their estimate. They did a great job and really gave me a feeling that the work was done in a complete and professional manner. read more

Over the 16+ years I have lived in this house, I have tried several pool equipment repair and service companies, but have never been fully satisfied with the value for my dollar. Recently we experienced some hail damage to our already elderly and problematic filter, and we called Custom Pool Care. Surprise full-replacement is never fun, but Matt made it as painless as it could possibly be. He was honest and accommodating during the quote process, which is not as easy to come by as one might hope for these days. Matt and Henry pulled out our old equipment and replaced our DE filter, pump, and valves quickly and professionally. They were personable and helpful as well, staying a good bit past standard business hours to ensure we were comfortable with the operation of our new equipment. I highly recommend Custom Pool Care's service! read more