After being stood up by the sales person from California Pools, I was a little suspicious of how this entire process (i.e. - having a pool installed) would go. From the first appointment my wife and I had with our Shasta sales person (Aric), I knew we were in good hands. Aric drew a very detailed design and helped us choose the best layout for our backyard.
After we contracted with Shasta, some Shasta surveyors came out to draw the outline of our pool. They soon realized that the original drawing that Aric did was going to conflict with an easement on our property. This meant that Aric was going to have to redo the drawing. Aric called us as soon as he found out, which happened to be on a Saturday morning. We were in Payson camping and therefore, didn't have great reception. By the time we received Aric's message and called him back, he had already drawn another layout that we actually liked better than the first. His concern over how we would react to the news of the easement was a testament to how much Shasta, as a company, cares about the satisfaction of its customers. i always knew what Shasta had done yesterday, what they were doing today and what they were going to do in the next five days. Again, when you're coughing up a lot of money for a pool, you want to know how that money is being used and that the vendor realizes that this a big investment for you and communicates accordingly. Shasta did this to perfection.
Another example of their customer satisfaction came toward the end of the project. Shasta had inlayed a small ""Shasta"" emblem in my pool deck. I didn't like the way it looked and really didn't want the Shasta logo permanently etched in my pool for all to see. It wasn't overly gaudy, it just took away from the natural aesthetic of the pool. I complained to Shasta about it. They politely let me know that in the contract I had signed, it mentioned that they would install the Shasta emblem. I reiterated that I wanted it removed even though I had signed the contract. As an example of going over-the-top for customers, the next day Shasta came out and removed the emblem. They had to bring back the decking equipment, lay new decking over the spot where the emblem once was, and the repaint and match the area so that it integrated smoothly with the rest of the deck. The did not charge me a dime for this!
After the pool was completely installed and running I received an emailed ""Thank You"" from the CEO. In addition to thanking me the email also encouraged me to let him know if there was anything that I wasn't satisfied with. I figured that this email was standard boilerplate and would probably never reach the CEO himself. Alas, I responded with a couple things that I wasn't completely satisfied with. I say ""completely"" because these were truly things that were within the acceptable range of deficiencies. Again, this was a big investment for me so I decided to write back. The next day I received a personal email from the CEO acknowledging my complaint and the following day when I came home from work, everything had been fixed.
I was so impressed with the customer service that I haven't yet mentioned the excellent quality! We have had our pool for over 7 months now and are just starting to use it because the water had been too cold. The quality is fantastic! We went with the in-floor cleaning system and surface-level skimmer. Just recently, Phoenix was hit with a haboob (a huge dust storm a mile high and 70 feet wide). Our pool was trashed with dust after the storm and I dreaded cleaning it out to get it ready for the weekend. When I looked out the window the next morning I realized that the cleaning system had restored the pool to perfect condition in a single night!
I am a VERY happy customer! Please contact me on this site with specific questions you might. I highly recommend Shasta. You won't be sorry; you'll be thrilled!