Swimming Pool and Hot Tub Installation
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3 months ago
Do not recommend
Although their services are excellent, we may be shopping around for another pool service. We are on a weekly service route with Lucent and do auto pay for said service. After purchasing our home in Trophy Club, we had an issue with the coping that had nothing to do with Lucent. Coming from Chicago, we were not experienced with pools, so we naturally called our our pool service provider for help. We are now suing the seller for non disclosure/fraud, as they used an experimental product to paint the coping to look like travertine and knew it was defective. 2 issues: I called the owner of Lucent Pools to ask him if I could have, in writing, the statements that his employee (his brother, actually) had verbally given me regarding knowledge of prior coping issues. I was met with a bold statement to the effect that he had already given me enough of his free time and advice and wouldn't be helping with this anymore. He had bid replacement if coping, and we did not use Lucent, but went with Mid-City pools, as they were $6k cheaper and had installed the original pool, two years ago. This statement really, really pissed me off, because we had taken Lucents advice and changed the pool from salt to chlorine, paying Lucent around $1k for that, so I dont know where the animosity or free time came into play. We took his advice AND paid for it. If that is the way he feels about his customers, then who wants to be a customer of his? His tone was angry and condescending. He also called his brother "uneducated", implying that he wasn't smart enough to keep his mouth shut in regards to what he knew about the coping defects, as he is here every week and serviced the prior owner, as well. He was obviously unaware of the fact that I knew our weekly service tech was his own brother. Second issue. His quote to replace the coping was for travertine. Owner told me that he "assumed" the coping was travertine, as he had never actually bothered to come and look at the chipping, flaking and breaking experimental faux coating before he bid it out. He used the brother that he referred to as uneducated and simple, to give him measurements. He evidently thinks that going to a potential job site to assess scope and requirements of a $15k job is giving away free and valuable time and that he is above such things. You can offer great service and be reliable, but if you dislike your customers to the extent that you call them freeloaders because they didnt choose your bid, then it's just not a business that I want to be associated with.