Report: #549472

Complaint Review: We Fix Ugly Pools

  • Submitted: Mon, January 04, 2010
  • Updated: Tue, October 18, 2011
  • Reported By: Greg & Carolyn White — Fountain Hills Arizona United States of America
  • We Fix Ugly Pools
    7558 W. Thunderbird Rd
    Peoria, Arizona
    United States of America

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

After interviewing several pool companies to remodel our pool we chose We fix ugly pools. They were not the least expensive but their salesperson seemed to be very knowledgeable. This is not a major remodel-just new pebble tec with new cool dec and repairing a crack that the spa had across the top, which we were told had been caused by a decorative rock that needed to be removed. The salesman assured us that the worst case scenario would be a torque-lock would fix the crack that would be an additional $850.

Day 1 we paid $1,000 and they had 4 guys chip out the pebble tec. Then they asked for another $4200 before proceeding- we paid that and didn't see them for 10 days. I called the office to be given the run around- "We have to have engineering look at this- we can't do anything until we get another $4295!!" They were now asking for a total contract amount $17,219.!! EXCUSE ME? If you look on Craigslist they have an ad to build a complete pool within a week for $14k..... for some minor changes on our pool they now expect us to pay more than a new pool? We have made several attempts to get part of our $4200 back and have reported them to the ROC. Brian Morris the qualifying has only been very rude-bullying and arrogant, refusing any requests to work something out. The long & short of it. They have $5200 of our money and only chipped out the pebble tec which they have listed as $1,000 on our contract and we do not want them back on our property. This is a company that uses the Old Bait & Switch routine - times are tough out there and some contractors think the general public is ignorant- don't use this contractor.

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This report was posted on Ripoff Report on 01/04/2010 09:56 AM 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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#1 General Comment

Ugly Pool Guy, The Best


 As i sit here and read such disgraceful statements about Brian Wade, i am shocked to say the least! A couple years ago i asked him for his help and that of the ugly pool guy, and not only did he provide the help requested but to me he went over and beyond what ANY other tried to offer. my being in a wheelchair he never asked any off questions but fixed our family pool with a price that was far better than any other pool company in Arizona that i have sought. There is no pool company that i will go to should repairs be needed, within their abilities. Thank you Brian Wade. Ray~

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#2 Author of original report

Contractor resolved Dispute

AUTHOR: Greg & Carolyn White - ()

Shortly after this dispute was placed on your site -The Owner of "We fix Ugly Pools" resolved it in a courteous & professional manner. 

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#3 REBUTTAL Owner of company

We acted in good faith with Mr. and Mrs. White

AUTHOR: UglyPoolGuy - (USA)

It is always easy to tell a tale on the internet, you make your complaint, throw out some really strong accusatory statements, and file on a website such as this. Bottom line is that the homeowner SIGNED and ACKNOWLEDGED that there was sub surface issues to the shell of the pool. They are correct that we can build an entire pool for under $15,000.00 (and the completion is 21 days or under...not a week)  but Mr. and Mrs. White have a pool in Fountain Hills, with a spa and a negative edge. To build this pool would be an easy $60-70,000.  That is not comparing apples to apples. And the more expensive a pool is to build, it would make sense then that the more expensive it is to renovate. 

The renovation of their swimming pool took a turn for the worst once the existing layer of pebble material on top of the swimming pool shell had been removed.  Once removed, we found that pool had been improperly constructed and there were major construction issues with regards to the supporting negative edge wall and a crack that had permeated through the negative edge from the pool side. In the spa, we found that the floor of the shell of the spa was inconsistent in thickness.

It would have been a dis-service to the homeowner to allow such construction practices to go without attentions. 

The homeowner also misrepresented the contract and what transpired:
"The salesman assured us that the worst case scenario would be a torque-lock would fix the crack that would be an additional $850."

The fact is that the homeowner was trying to "tie us down" to make an assumption to be inclusive in the contract on what the repair might cost. Based on what was visible at the time of the estimate or contract, the sale person included an associated cost and treatment of what was visible. Once the pebble was removed, however, the assessment and treatment plan for that assessment was noted as being inaccurate and we revised a plan that would effectively reconstruct the poorly constructed part of this pool. Our contract CLEARLY and COMPLETELY outlined that there may be additional cost incurred once the pebble had been removed and the shell of the pool inspected. Unfortunately, our staff is not equipped with x-ray vision and must base "assumptions" on experience, similar projects of like-nature and a bit of construction guess work.  The homeowner failed to acknowledge this clause of their contract, even though they signed in agreement. 

Unfortunately, this homeowner did not see our attentions or recommendations for what they were, a REPAIR of a construction defect (we did not build the original pool) and no one should expect a company to take on the responsibility of some one else's defects without expectation of a needed repair being made first. 

The homeowner has also never updated their initial claim on the RO Report and advised that this matter was amicably settled through one on one negotiation and not with attorneys or any outside involvement. 

The long and short of it, the original pool was not constructed by this company. Once involved in the project, the pool needed additional work. Mr. and Mrs. White did not wish to incur any additional cost and the matter was settled.

We appreciate the opportunity to respond in an open forum and hope that anyone who reads the original report will also take the time to read the response. 
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#4 Consumer Comment

We had nothing but a horrific experience with this company!!!

AUTHOR: Mike - (U.S.A.)

As the title states, our experience with this company was horrific and less than satisfactory to include a huge disappointment. We do not recommend anyone use this company or its services.

Caveat emptor!

We would highly recommend (((ROR REDACTED))) pools over them any day.

To the poster who filed this complaint, we do feel for you.

 sorry, allowing you to give a competitors name would instigate others to just file against their competition, to only come back later to suggest their company your comments on this policy are welcome! CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.
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#5 REBUTTAL Owner of company

Responding the Negative Comments of Mr. Greg White, Fountain Hills

AUTHOR: UglyPoolGuy - (United States of America)

TO THE READER OF THIS REVIEW: I request that you actually research this complaint and the reasons behind it prior to discounting We Fix Ugly Pools for your project or service. We have documented the pool conditions; both before our involvement and during, as well as all correspondence, reports, etc. that help to really understand what is going on with this pool. Please contact us at or 602-253-4499. This report will give you a good understanding of why you should choose your builder carefully, so you dont need a company like ours to repair the issues with the original construction.


I wanted to comment that this is yet another attempt to slander this Company when we have done nothing but act in good faith and as a customer SHOULD expect a contractor to act, conscientious and aware of final product.

Our entire staff IS knowledgeable and you conducted a great deal of research prior to making your decision to contract with this Company. In your due diligence, you had the opportunity to make a comparison based on the knowledge and accuracy of our bid and the professionalism that has been exhibited throughout your experience.

The person with whom you engage your contract provided you with a scope of work that was determined at the time of a visual assessment. Through the use of past experiences and reasonable repairs that have been made to similar situations, he contracted for the repair on the crack in your spa from what it appeared to be at this time.

What you are failing to embrace, and understand, is that we do not have x-ray vision, nor does anyone else. Once the pebble surface was removed, we discovered that the crack when intended to address on your spa wall continued all the way through the wall of the spa and onto the negative edge. This is a 24 thick wall of rebar reinforced structure! For a crack of this magnitude to appear, there could only have been a defect at the time of the original construction, of which we did not partake.

In your haste to provide false statements in your complaint the Registrar, and now to this website, you have omitted several details that really would advise a potential customer of our business etiquette:

1)      The contract SPECIFICALLY outlined the possibility of an additional damage being below what was obvious and that you would be ADVISED once the pebble material was removed and the shell could be inspected.

2)      The torque locks that we contracted to install are designed to address certain types of condition that the Salesperson adequately contracted for. However, it is beyond the application for the amount of damage that is done to your existing pool.

3)      The concern of damage and reason for the change order is not just the crack in the spa wall. It is the overall construction defect that was noted once the pebble was removed.

You have also falsely testified that it took us 10 days to contact you, once again omitting pertinent details to make your story more credible. I was, in fact, personally at your residence and met with your wife within 2 days of the chip-out, describing my concerns at that time and laying out the plan of action.


You were then contacted and advised that we had submitted the findings to be reviewed by an engineer to ensure that our course of action was not only correct for the repair, but proper.  A shot-crete supervisor then visited the residence to inspect the shell and see if alternative means of construction were applicable to minimize the additional cost.

While this PROCESS may have taken 10 days, it was not a matter of us not showing up. It was a matter of determining a FIX and not a bandaid repair, so that the work that we conducted would correct the mistakes of the original builder. This is not only a conscientious effort, but should provide peace of mind that the scope of work to make the repairs presented to you in our change order was well thought out and effective.

We do appreciate you mentioning our package pool price on Craisglist. It does state that you can get a basic pool for $17219 and completed in 28 days. But, as noted previously, you have failed to mention that your pool, even in todays market and economy, is a $50-60K (yep, thousand!) dollar pool. So the repairs that you contracted, and the amount that is necessary to tear down and rebuild a 24 supporting wall in your pool is not cheap, or easy to do. The cost associated match the description of the work necessary.

You have made mention that we have refused to work anything out when, in fact, this is not the case. I have several documents and correspondence that not only validate our willingness to work with you, but desire to make this possible at a reasonable cost.

We do not believe the general public is ignorant, nor you, Mr. White.  But it is my belief that you are acting in an ignorant manner in relation to this

By stating that we used the ole Bait & Switch you are accusing of us of engaging with contracting for one scope of work and then CONCIOUSLY knowing that we were going to have to write a change order to complete your pool. That is not only NOT the case but an out and out lie and you are fully aware of it.  There is no way anyone foresaw the shoddy workmanship used on the original build of your $60K pool or any indications of how extreme the measures would be to make the repair.

So while the general public is not ignorant, you are being so in this matter, just as the contractor was who built your pool in the first place.

We are the World Record Pool Builder, and the pool we built in 6 HOURS in 2007 has not had (1) problem since it was built. The homeowners have been actively referring our Company and can be contacted if you want to know more about this AMAZING pool.

This Company also constructed the pool at the Chase Field (the little place where the Diamondbacks play). A feat that would not have been possible if our Company, Ethics, and Workmanship did not meet the standards of a project this size.

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