Report: #1123204

Complaint Review: Foley Custom Pools

  • Submitted: Wed, February 12, 2014
  • Updated: Thu, February 13, 2014
  • Reported By: NotAFanofFoley — Allen Texas
  • Foley Custom Pools
    8612 Preston Road, No. 115
    Plano, Texas

Foley Custom Pools Absolutely Non-Responsive Plano Texas

*Author of original report: Amended Response

Show customers why they should trust your business over your competitors...

I hesitated before writing this but given the other report(s) about Rick Morton of Foley Custom Pools on the internet, I went ahead to ensure that others interested in hiring him and this company were aware of what seems to be repetition in communication issues (or lack thereof). On 1/11, I called and spoke with Rick Horton about replastering a pool, and possible installation of a nice pebble based product. Following, I took the time out of my day to drive to Foley Custom Pools to look at some samples and briefly met Kevin Foley, VP of the company (nice guy, seems to know his subject)[Mr. Horton had already left for the day]. The next morning, I called and again spoke with Rick Horton, who stated he could come out that afternoon. 

I scheduled an appointment with Mr. Horton for 3:30pm, which was inconvenient for me, but convenient for him. At 3:20pm, I see Mr. Horton stopped on the side of my house, then making a u-turn, seemingly confused as to which house (it's the only house on 200 acres). As he was driving off, I immediately called Foley Custom Pools, who provided his cell. I called Mr. Horton 3 times, between 3:30pm and 3:40pm, within a span of 10 minutes. No answer. Left vmms. No return call from him until 3:44pm. (I suppose Mr. Horton had more important business on the phone than to either call me or to knock on my door). 

No return call from Morton until 3:44pm, 14 minutes after our allotted appointment. I stated the vehicle he was in, and that he was on the side of my house. He responded "you mean the compound?" I said "yes." I asked if he would return. His only reponse - "I'll have to reschedule." I then asked where he was. Silence. I asked if he would come back. He said he couldn't. I asked him why couldn't he come back; that he was only (then) 15 minutes from our time. No excuse or reason was ever given. His only response - "would tomorrow morning work?"[completely ignoring that I had just set aside my afternoon for this matter]. I stated I couldn't, that I was in trial; that I'd like to meet with him today. I think it very unprofessional that he couldn't (refused to) state a reason why he couldn't return for a bid on a complete resurfacing of a 50' lap pool. I had higher expectations of this company and of this individual. 

Such failure on two levels is concerning to me, given if the initial round of communications are this lacklustre - what will service be like following retention. Following a very brief exchange, Mr. Horton simply faded off into the distance with absolutely no expressed (zero) interest in returning at all. Nothing else said by him. He just dropped off the phone - despite my having been polite to him the entire time. No apology for my having literally wasted my entire afternoon to meet with him when I was not otherwise scheduled to be at my home and could have set aside that time to other things. Nothing. 

Frustrated by this "service manager" and his complete and utter failure to communitate with me despite his having a cell phone on him and being on my property - but refusing to return, I called Foley Custom Pools to apprise them of the situation. Ordinarily, I shrug these things off but the interaction was just abnormal. While the initial reception seemed better, the end result wasn't. Having already met with Kevin Foley, I felt I would be heard with regard to my issue with Mr. Horton and was. I expressed my dismay that Mr. Horton appeared but didn't call or knock and that Mr. Horton refused to return despite having been approximately 50 feet from my house. That I felt such failure called into question my confidence in Mr. Horton's competence. 

With regard to my exchange with Kevin Foley, Mr. Foley stated he would look into it, and get back to me. No word from either of them yet (24 hours later). If I hear back, I will amend my response, but for now - I will not be retaining this company or its services in the future. 

Inter alia, I think this company may be too busy for new business. I think to heed my experience, albeit brief, with this company. If things are this bad before retention, I can't imagine what they would be like following.

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This report was posted on Ripoff Report on 02/12/2014 07:29 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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Updates & Rebuttals


#1 Author of original report

Amended Response

AUTHOR: FanofFoley - ()

I'd like to amend my prior report regarding Foley Custom Pools. Following its issuance, Rick Morton responded to me and we met at my home with regard to my interest in retaining/hiring him and Foley Custom Pools for resurfacing my pool (lighting, surface/plaster with bead crete). He definitely has significant experience (read: modest, in a good way) and I appreciated his candidness. With regard to what I want (bead crete), he explained the product in easy to understand terms its newness to the marketplace and his experience and understanding from others as to the pitfalls. 

Of note, it's that kind of candidness that I absolutely appreciate in hiring any company or individual. 

In my industry (trial law), attentiveness to detail is to a fault. Any misstep can result in failure. At times, holding others to those standards is sometimes not fair. As well, going through a very intensive remodel with limited time didn't help either. In this instance, my original assessment needs to be revisted as Rick later explained his situation, one which I can be absolutely sympathetic towards. 

And while I have not retained Foley Custom Pools yet, I fully intend to do so as I believe that they can provide me with the objectivity in terms with what I need and the subjectivity in terms of what I want. Knowing what I know now, I find it hard to believe the prior report about Rick Morton on this site to be accurate. That report is not consistent with what I now know of Rick Morton. 

Of further note, Rick is hard working and pleasant to interact with. He has been attentive to my requests, his responses and his follow-through. And I will continue to say so about Kevin Foley as well from my first interaction with him. Rick had recommended a couple of completed pools that he felt would interest us, homes that prior/current Foley clients allow him free access to show from time to time to new clients. Highly doubtful that prior clients would allow such access if they didn't appreciate the work done for them.

In recap, Rick Morton is someone I would trust given his history within the industry and my later interactions with him. The bid provided also seems very fair and within industry standards. Sadly, we just missed each other at the outset with a minor misunderstanding due to the circumstance at that time. Had I known at that time the situation, I would have completely accepted it and rescheduled. My prior report and subsequent interactions wtih Rick merits this amendment.  

I would recommend Rick Morton with Foley Custom Pools. I would also recommend Foley Custom Pools, given the results I have seen (and hope to have for myself). For a company to be in business more than 30 years (particularly family owned), bespeaks volumes. While I have not yet fully retained them, I fully intend to do so. 



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