We are extremely dissatisfied with the performance, communication, and professionalism of Fox Family Pools. The company’s construction process and policies were woefully misrepresented during the sales process--the only time during our working relationship that we received any real consideration or attention from Fox Family Pools.
Problems started almost immediately. We were promised that Fox Family Pools would handle Home Owner’s Association (HOA) approval and submit the requisite documentation for our pool; however, the HOA contacted us directly, stating that the documents provided by the company were incomplete. Fox Family Pools did not respond to our phone calls or emails, and we had to complete and submit the forms again. When I expressed my dissatisfaction to the owner, she indicated that the documentation submitted to the HOA “was just fine.” Obviously, it was not. We have saved our email records.
We were told that the company defined working days as “Monday through Saturday, weather permitting,” and that the company would work continuously on our pool until its completion. From June 1 to June 18, there have been workers at our home a total of three days; an entire week passed without anyone showing up or so much as contacting us. From June 1 to June 18, there was only inclement weather for a portion of one day. For documentation purposes, we have created a calendar showing when workers were on-site and the type of work performed.
We were told that the foreman/project manager would be on-site every day, checking on the subcontractors’ progress. Not only is that entirely false, we cannot even get the foreman to return phone calls or text messages. We have saved our cell phone records.
Our contract states that the pool will be completed within 30 working days of excavation, barring any weather-related delays. That deadline is quickly approaching, and as I type, no crew is on-site, yet again. Even if by some miracle the pool is completed on time and turns out to be a quality product, the experience of working with Fox Family Pools has been so nasty that we would not be able to recommend them to anyone.
It is my hope that the company can turn this around, but it is almost at the point of no-return. Right now, our backyard is unusable, and we are disgusted with Fox Family Pools.