Complaints

This profile includes complaints for We Fix Ugly Pools's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  We Fix Ugly Pools

  Phoenix, AZ 85023-4309

  
• 

  We Fix Ugly Pools

  611 Swayne Ave Fort Worth, TX 76111

• 

  We Fix Ugly Pools

  611 Swayne Ave Fort Worth, TX 76111

• 

  We Fix Ugly Pools

  611 Swayne Ave Fort Worth, TX 76111

• 

  We Fix Ugly Pools

  611 Swayne Ave Fort Worth, TX 76111

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We entered into a contract with We Fix Ugly Pools in June of ************************************** the pool and attached spa and replace it with mini pebble. Additionally, We Fix Ugly Pools was also going to replace concrete around the fire pit and raise the wall around the fire pit, under the same contract. The first 90 days went relatively smoothly. We Fix Ugly Pools received final payment for all work over 90 days ago even though the pool heater still needed to be installed, the fire pit need to be completed, the pool plumbing marked and a digital programmer to control the in-pool/spa lights was not installed. Altogether We Fix Ugly Pools has been paid about $45,000. This was a mistake on our part for giving We Fix Ugly Pools final payment even though the job was not complete. To be truthful, I felt a little bullied by one of We Fix Ugly Pools employees, ****. Since final payment We Fix Ugly Pools has not returned any of my phone calls. I have called We Fix Ugly Pools *************) approximately 20 times and only reached the person that was in charge of the project, ***, once. I did receive a call from *** three weeks ago informing me that people would be at our property on 12/23/2024. No one showed up and we received no phone call. I have since called to inquire and I am told someone will call me back. This project should have taken 90 days and it has been six months. We just want We Fix Ugly Pools to complete the job they were paid to do. The signed contract can be provided. Thank you.

  

  Business Response

  Date: 01/13/2025

  The only outstanding issues are the controller for the pool light that needs to be installed and the firepit will require some fill dirt and lava rock (which will be scheduled for 01/14/2024).  The controller for the lights (1 controller - 2 lights) has already been provided to the electrician as of  December and he will ensure install by the end of the week. 

   

  In the complaint that homeowner wrote that the entire project amount is in dispute.. We would need to understand what the homeowners intent for placing that amount as "disputed" when less than $900.00 worth of work remains on the project. The homeowner has received work as contracted and paid in accordance with the terms and conditions of the payment schedule outlined. There disputed amount is not the entirety of the contract. Please clarify.

   

   

  Customer Answer

  Date: 01/14/2025

  I suggest We Fix Ugly Pools review my complaint once more. We are not taking issue with paying We Fix Ugly Pools $52,604.66. The complaint references that final payment should not have been submitted or even requested when the work was not complete. Additionally, to characterize the project as having less than $900 worth of work to complete is incorrect. The pool/spa light programmer is $1000 plus the additional items. It is this lack of attention to detail that has prolonged this project. All we are asking is for We Fix Ugly Pools to complete the contract they agreed to and have been paid for.

  

  Business Response

  Date: 01/14/2025

  Again, we already have addressed the complaint items. Multiple people are on site today. 

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a warranty issue with our swimming pool surface that was installed by We Fix Ugly Pools. I have called We Fix Ugly Pools 13 times in the past month. I have talked to several different people in the office. I explained the issue. All of them said that they would pass the message on to the owner requesting a call back from him to get this issue resolved. I have never received a call back.

  

  Business Response

  Date: 12/10/2024

  Customer was advised on 12/09 that a surface supervisor would be on site before week end to investigate the issue that is occurring and make a determination of the best course of action moving forward. 

   

• Initial Complaint

  Date:09/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract date was February 17, 2024 with work starting approximately around February 19th. During entire course of contract effort communication with contractor has been extremely difficult, often with no response to numerous inquiries and no superintendent onsite to oversee work. Customer was required to essentially manage and oversee work which was not per contract expectations. Customer and contractor decided to mutually end contract on June 26, 2024 with work that was on contract but not completed to be refunded. A refund check #****** was issued in the amount of $5,984.95 but bounced due to insufficient funds. Subsequently I was able to go back and look at the total contract and change orders and calculated the following refund per our separation for work that was not started on pergola and misting system: - Total Contract Value with Change Orders: $98,831.28 - Ramada Removal from Contract: $13,500.00 - Misting Removal from Contract: $2,050.00 - 7.8% ******* Tax Removal from contract: $1,212.90 - TOTAL NEW CONTRACT VALUE: $82,068.38 - Total Paid by **** *******: $89,986.23 - TOTAL REFUND OWED: $7,917.85 I have reached out numerous times to the business since the check had bounced with only one short response that a new check had been issued in the previous refund amount of $5,984.95 on August 20th, 2024. Since then, no check has been received nor have I received any responses to my many inquires on my calculated refund amount of $7,917.85.I am requesting assistance in this total refund amount owed to me as soon as possible.

  

  Business Response

  Date: 09/11/2024

  Homeowner is already filed with the Arizona Registrar of Contractors. At this time the BBB needs to cancel this complaint.

  Customer Answer

  Date: 09/11/2024

  The ROC case against WeFixUglyPools is in regard to work that was non-compliant to the contract and/or building standards or code and is not the subject of this BBB complaint. 

  The *** has advised that the refund issue is not an addressable complaint by the *** so the customer has filed this secondary complaint with the BBB to specifically address the refund and is separate from any *** actions at this time. 

  I ask that the BBB continue to support and facilitate the closure of this complaint.

  

  Business Response

  Date: 09/12/2024

  The payment issue is listed as a complaint item and the complaint remains open. Our inspection with the *** is next week.

  Customer Answer

  Date: 09/13/2024

  Per my previous message, the subject of this BBB complaint regarding the project refund is not addressable as part of the ** ROC complaint. 

  Not withstanding, I have requested that my ** ROC complaint be considered resolved and closed as the addressable complaints have been resolved and therefore no inspection is necessary on September 17th.

  This BBB complaint shall remain valid and am still waiting on resolution from business. 

  If a resolution is not received through this complaint in a timely manner then next step will be a Demand for Payment Notice Letter submitted through the Maricopa County Attorneys Office Check Enforcement Program pursuant as a Class 6 Felony for the check # ****** that was returned for insufficient funds on August 2, 2024.

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CONTRACT DATE APRIL 22, 2023 ESTIMATE ***** The amount paid was $20,000.00 and that was to complete all work including tile line and tile and plumbing and replace all valves, PVC, fittings as necessary. Coat all plumbing with UV resistant high heat coating and label for clear operation. Haul away Heater Disposal of all Equipment. ( Not done)New 6 Electric Wire whip. (incomplete)Removal of all timer boxes and unnecessary wiring (incomplete)The whole section of WATERLINE POOL SURFACE INSTALLATION ( incomplete)Install waterline pool tile. Install additional rows of tile.Install tile skimmer to match waterline.Slicone bead joint under cantilever edge.Install tile on steps and benches to outline.Swim Pool Surface Install Install Mini pebble finish over existing shell.Install all new plastics with surface.Basically UGLY POOLS demonlished the plaster, sunk holes in my deck, did a pressure test, but I dont have results of that nor any report. They did not drain, deinstall the heater or haul away old equipment or junk, nor did they install the piping of the New Pool filter and pump motor. Its not connected.This project has been neglected for over a year. Any phone calls when we could reach someone and leave a message, we were told. Someone will call you back. They never did.We are asking for:Total Refund. due to project abandonment.DELIVERY OF ALL WATER PRESSURE TEST RESULTS AND LISTS OF ALL SUB CONTRACTORS WHICH DID WORK ON OUR POOL SO WE CAN VERIFY THE COMPLETION OF WORK (LEAKS) ETC 2)TOTAL AUDIT OF INVOICES OF SUB CONTRACTORS ON THIS JOB. 3) UGLY POOLS WAS TO DELIVER TILE,WATERLINE POOL TILE INSTALL AND REPLACE ALL VALVES AND FITTINGS AS NECESSARY AND REMOVE WATER HEATER. PROJECT WAS ABANDONED. WHEN I VISITED OWNER AT HIS HOME, HE SAID HE WOULD HAVE IT DONE IN TWO WEEKS, THAT WAS 3 MONTHS AGO. ABANDONED THE WORK 1/5 COMPLETE. We want our money back for shoddy work, incomplete work and contracted job abandonment.

  

  Business Response

  Date: 07/19/2024

  We had some additional work that needed to be finished prior to being able to completed the pool.
  Understandably, we dropped the ball on communication and left the project without progress for an extended period of time.
  We were able to work out with the homeowner the necessary items to complete the pool on 06/15/2024 and completed the project on the pool on 07/03/2024.
  The pool is completed, up and running and beautiful!

• Initial Complaint

  Date:04/03/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed a contract with We Fix Ugly Pools in June of 2023. Our contract stated an estimated completion by December 2023. The pool construction was moving along rather quickly until the final payment was released in October 2023. We were advised the final payment was required prior to the interior surfacing. We are now in April 2024 and our pool is not complete. They never came back out to finish the surfacing. I have called over a dozen times asking for an update on the construction status. Most of the time the calls go unanswered but the few times that I did reach someone I was told management would call me back because they didn't have an update for me. Now when I call, they place me on hold for a long time before disconnecting the call or transferring me to a voicemail box that is full. There is an extreme lack of communication. I ended up emailing ***** at We Fix Ugly Pools on March 5th 2024 as he was the President/CEO that signed the contract on their behalf. I expressed my concerns and asked for an update on the status of my pool construction. It is now April 3rd and still no response. The concrete decking was completed at the end of September 2023. Nobody came out after that until February 2024 to connect the electrical and I feel they only came out because I kept calling the office. We are right around the corner from pool weather and seems the company has no desire to complete our pool. There are very few steps left to completion but unfortunately may have to seek legal advise as we are not sure what to do and feel we have exhausted all other options. I would never hire this company again and I wish I would have done better research prior to signing contract with them.

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, im reaching out because my parents ***************************************** contracted the company We Fix Ugly Pools for their backyard project in 2020. They signed the contract for a $88,000 backyard project in August of ************************************************** the contract was ***** days after excavation. The pool company broke ground in late 2020 or January 2021 but here we are in March of 2024 and the project is still not completed. The finally poured shot-crete on March 10th 2022, they have had to come out 2 times to do concrete because the 1st time it was done it was incorrect and they didnt even finish putting in all concrete where it should be. They laid down half of the turf in june of *********************************************************************************************************** communicate with them. The *******/ project manager has come out to the home multiple times to take pictures but when we ask any questions about the project he has no idea whats going on. My parents have made multiple payments when invoiced by We fix ugly pools. The owner refused to acknowledge my parents and the project that has been sitting for over 3 years unfinished, our backyard goes months and months untouched. They call at least once a week, every week and they always say they are going to have someone give us a call back but we never hear back.

  

  Business Response

  Date: 03/21/2024

  The pool was finalized with the *************** for the permitting process was finalized on November 2nd, 2023.

  Per our contract, all balances are due PRIOR TO SURFACE INTERIOR. The pool has been ready to surface for several months and we have struggled to reach the homeowners to acquire payment. 

  Up until the time we spoke with the person that created this complaint, we were unaware that the homeowners had moved to **********!   As such we cannot be expected to continue to work to finalize a pool with an almost $40K remaining balance and no ability to reach the homeowners. 

  As an FYI, every visit to the residence has multiple notifications being sent to ************. At the completion of each visit, there is a survey that is able to be filled out to communicate with us. This dispatching software also allows for text messaging to be completed between the office and we have sent multiple texts through the system with no response.

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We've discussed the problems several times to no resolve. They have been paid in full and yet our contract has been incomplete with no timing to correct the issues.

  

  Business Response

  Date: 02/05/2024

  No issues listed in complaint.  Complaint needs to outline the concerns that need to be addressed. 

• Initial Complaint

  Date:08/31/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed a contract with We Fix Ugly Pools (WFUP) on June 2nd and work commenced on June 12th. We were told the remodel of our pool and yard would *********** weeks, but the contract estimated completion date was August 31st (12 weeks) to allow cushion for unforeseen circumstances. We have paid WFUP $37K in line with the contracted payment schedule (of a total $62K contract). WFUP stopped work during the week of June 19th and refuses to discuss the project with us.At this point, in our project:A) Only demolition of our old pool is complete, and B) Two Change orders approved by us, remain unfinished by the company. We have made a good faith effort via dozens of email/text/phone calls to contact the company and establish expectations for completion of our project. We have only received standard replies from answering service or dispatch service that someone will get back to us in 24 hours or is scheduled to arrive next week. To date, no one has returned our calls, and no one has showed up to continue work.We have also contacted the Company via email inquiring about use of the dispute resolution process required by WFUP as part of their contract (via ******). Again, Ugly Pools refuses any communication.I would prefer to conduct business professionally and face to face, but at this point I can only lean on the intervention of watchdog organizations. My desired resolution is for WFUP to engage in communication regarding the remaining work, provide regular updates, and finish building the quality pool in my yard that I know they are capable of.

  

  Business Response

  Date: 02/05/2024

  Project completed 10/2023

  No further action required

• Initial Complaint

  Date:07/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/8/23, I signed a contract to have We Fix Ugly Pools to resurface my pebble tech pool because there was a crack on the water line causing a leak. The contract total is $10,540. ***** stated that the pool would be finished end of May and I said I would be out of town at the end of May but if the pool could be completed first week of June 2023. He agreed. May 9, 2023 they collected 50%, which is $5,270. The pool was drained and the old pebble tech was removed in May. They placed the title the first week in June, but no one ever came back to complete the pebble tech. I have placed 4 phone calls the past month and no one returns my call. It is now the middle of July and the pool is still incomplete. There has been no weather issues to cause delays. According to their contract, they have completed $3,100 worth of work and I paid $5,270. Either they finish the work in a timely matter, or refund me my $5,270 and I will find someone else to do the work.

  

  Business Response

  Date: 07/11/2023

  We have advise the homeowner that final payment is due prior to the surface installation as outlined in our contract. And until final payment is made in accordance with the contract, surface date cannot be provided.

  
  Once the final payment is made, we will provide a schedule completion date for the Pebble Installation.

  Customer Answer

  Date: 07/11/2023

  I called the company several times and asked what was the next phase and asked for help downloading the contract because only one page would show up. It wasnt until I tried another computer for the 10th time that I was able to load the contract at the end of June. Not once did they tell me any payment was due when I called. Why would I call multiple times asking what is next if I know a payment was due? Things were represented to me differently on the phone when I first signed the contract. Nothing was said about payment owed when I called. The company needs better communication. It looks like I am not the only person claiming lack of communication. I wish they would have handled things better. I had planned on having more work done in the beginning but now I regret things. Not even an apology for not contacting me or the long hold times and no one picking up the phone. This is no way to do business. 

  

  Business Response

  Date: 07/12/2023

  Unsure what the homeowner is attempting to do at this point. The office reached out to her yesterday following this complaint and advised the same factual, contractual based payment terms and the expedited pathway to completion. 

  This morning the homeowner was provided (again) with copies of the contract, emailed the NEW SURFACE information packet outlining customer care and responsibility once the pool is surfaced, a clean up crew is currently on site at the residence prepping the pool for interior surface installation and (providing the contractual payment is made today) the pool is on schedule for surface tomorrow. 

  Again, unsure what the continuation of this complaint is meant to accomplish when we have already provided all necessary items to complete. 

• Initial Complaint

  Date:04/21/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with We Fix Ugly Pools to build my pool and work began in September 2022. Between October 2022 and December 2022 I paid them $66,400 and my pool is currently halfway complete. Beginning in January 2023, they have become unresponsive to communications when I request an update on when the next stages of the project will be scheduled and completed. I have called their office over 30 over times between January 2023 and April ******************************************************************************************************** back, but I have not received any calls back or information on next steps. My desired resolution is for the company to schedule the remaining work, provide regular updates, and finish the job.

  

  Business Response

  Date: 04/21/2023

  We appreciate the customers concerns and have reached out. The original delays came from an unsigned change order that sat awaiting signature for nearly two months.

  We will continue to work diligently to bring the construction to a close.  We have explained to the customer that filing a complaint at this point does nothing to expedite the completion of the project and only serves to strain the relationship with the Company and themselves, which is counterintuitive to any resolution.  

  As advised, we will have crews back out to the residence around May 14th (week there of) and will look at finishing sometime in late June/Early July. The BBB now maintains record of the time of intention to complete the project. 

  Thank you!