Shasta Pools

Our pool build was a horrible and stressful experience. What was originally supposed to be 6 months turned in 18 months of grief. It was not just material delays that were the issue. It was poor communication, poor workmanship, poor project management, hard dig additional drill fee of $5k for 45 minutes of drilling, work not being done correctly, messy job site, etc.

Our project manager and foreman left the company in the middle of the build. I could go on and on but even the review is exhausting now. We spent over $90k and feel like we overpaid based on the circumstances. This was our 2nd Shasta pool and will definitely be our last. I am recommending to family and friends they use another pool builder.

I am writing this review is in regards to Shasta's delays. My wife and I are previous customers of Shasta and because of the quality of work they provided in the past we decided to hire them again for our new pool project however, the company has changed drastically for the worst. We are fully aware that COVID has caused major delays across the board, nonetheless, COVID is not an excuse for terrible customer service.

If you are a potential consumer and are thinking about hiring Shasta, I encourage you to think twice. Your initial sale process is about the only time you will experience great customer service. When we finalized our contact on May 24, 2021 we were told by the salesman that we would have "water in the pool by March." This is definitely not the case.

It took them 8 months to finalize permits and begin the work. The actual digging of the pool began in January 2022. It has now been 5 months since they began and we have some plumbing, steel, and electric but no other development for an entire month. We are still waiting on shotcrete. The promise Shasta made to be in the water 9 months after we signed is completely unrealistic and dishonest.

I've had to contact Shasta multiple times to inquire of the progress - and not-so-progress. We are beyond frustrated with the timeline of events. My house inside and out looks dreadful always covered with a layer of dirt. I understand that the pool industry is at its peak but I have lost all confidence that Shasta can deliver in a timely fashion. My colleague signed with a smaller pool company and his project is almost complete - 5 months later. When I mentioned this to Shasta their defense was that they have less pool contracts. So that's my advise - ditch the big name brand and save yourself the frustration!

The designed and created a beautiful pool in my backyard. It looks absolutely amazing and better than expected. Services: Pump repairs & installation, Design, General construction, Cleaning

I have been having a very hard time getting any follow up or follow through at any step of the way. I have had to call around and beg for an update through every delayed step from beginning to present. It has been over 12 months since we began. Many of my neighbors started pool work way after we did with other companies yet their contractors could lead them to a completed project within 4 months.

This is the most recent ignored email I've sent to Shasta: 'As you may know, for my pool job, we waiting for the decking to get done to do fence installation. The deck has not been poored yet. I have had to reschedule the fencing folks twice already. They are currently scheduled to install on Friday.' Just so yall know. They still haven't even scheduled to pour the deck. Thats right, im not even scheduled! Thats what they do, make u wait to get scheduled. Get in line to get in line - also no updates allowed.

Shasta Pools partnered with my builder, I got a 10k+ gallon pool and it has been a nightmare! Plaster used turned colors, they acid washed pool and they thought I wasn't going to have all records of cleaning pool. They were going to tell me something different. Witnessed them on camera talking about my professionally maintenanced pool. I left several messages no return call after several visits from various managers.

They were going to say user issues, but they couldn't say that, so they stopped returning my calls. My neighbor had a similar issue with their pool. Never buy from this company.

Dan Lammay is 5 star & deserves a raise! 1. He waited 15 min for me to come to the door because I over slept. 2. For system check, he identified & repaired the problem very quickly. He thoroughly explained what caused the problem. It is a nice surprise when the bill comes in less than what you were expecting. 3. Future - He evaluated when my sand filter change should be done and cost, not now. Also, that my pool stains indicate, not brushing problem, but remodeling needed and rough cost. 4.

He did added things I requested: Reset pool timer and run time, drill pool brush holder where it had fallen down, carry 2, 100# pool chemical buckets from garage to backyard. Dan is very personable and pleasant to deal with.

Ronnie and Ernesto replaced the gear housing on our Shasta pool on 3/24/22. I cannot say anything but excellent things about these two. They were on time, very professional, exceptionally friendly, knew exactly how long the job would take and completed the job on time. We could not have asked for a better experience than we received from Shasta Pool Repair. Thank you Ernesto and Ronnie!

Shasta pool crew along with Dave, Doug, Greg and Janet all coordinated with our landscaper, Pablo's Landscaping and created a yard better than we ever could ever imagine! Thanks to the excellence and superior quality and service! This is my 3rd Shasta pool. I keep up with pool maintenance and with a pool guy thru Shasta and little things get noticed and handled immediately. Shasta pool technology is getting better and more efficient after this third pool, I noticed the quiet motor and salt water technology is so advanced from 20 years ago!

I moved in this new home in July and this time it took longer because of Covid and shortages. I was patiently waiting but so worth the wait each time. I built 3 Shasta pools and this one took the longest. pool contract October 2020, July home move in 2021 and pool completed December 23, 2021.but the results and service were excellent each time. I was kind to the crew and Janet kept me updated, Greg & Doug inspected and oversaw the process onsite. Great team in spite of all the backlog of business to attend to.

RUN! As other reviewers have noted, Shasta is unable to provide an acceptable standard of service at this time. I am very disappointed to have to write this review. We signed our contract back in April of 2021. By fall, having been unable to get a response from Shasta regarding a layout problem, I called Shasta and asked to cancel the whole job because I was frustrated with the poor communication and customer service.

I was reassured the change that was needed wasn't an issue and we moved forward. It is now 8 months past our contract signing and the dog hasn't even started-but what really is hard to fathom is that no one returns my calls or emails asking for an update. From my "project manager", the manager of customer service, to the construction manager-NO ONE has responded to the multiple calls and emails. Please look elsewhere to build your pool.

We set up a contract in June of 2021 and were told that the pool would be started in October 2021. Then it was moved to November 2021 and then December 2021. Now the scheduling people don't know what they are doing apparently. We ordered an deck extension and they were getting ready to do the tile. No deck extension yet. They though it was already done.

Now it's been about two weeks, nothing more is being done. I'm so glad we didn't pay any more on this. We're very frustrated. There needs to be more followup.

Gary Vasko was professional, easy to speak to, always available for questions, and responded quickly to our requests. All the crews sent to our home were courteous, consistent, and clean. From the remodel designer, Matthew McMacken to Gary Vasko, we could not have asked for a better team to help us get our pool back. Services: Pump repairs & installation, Design, Remodelling

Overall it's been very positive! Given the environment, the delays were not bad at all, and the communication was outstanding all the way through. So we were never left wondering what's next or when. It was easy to plan for any on-site work that needed us to be present or arrange parking etc. With the exception of a small leak behind the skimmer (which has already been addressed) the quality is perfect on install. We're super happy with the final product!

Shasta put a pool, hot tub and fire pit in our back yard. Our sales guy, AJ, took time and listened to what we wanted, then used his system to create it for us right there.it was awesome! The software was top notch-- we could see how it was going to look and AJ had great recommendations for us. Our supervisor, Paul, was responsive and knowledgeable--the quality of the work is stellar and we are so happy with it!

Of course, with all the insanity going on right now, there were delays, but that's not Shasta's fault. We highly recommend Shasta to anyone wanting to do a pool, hot tub and or fire pit!

1. Shasta installed a pool in 1998 cost was $27,000 2. Contacted Shasta via email November 16, 2021 ask them to come out and give me an estimate to repair my Pebble tech. 3. Deborah replied Shasta would not make repairs on a pool from 1998, but can refer me to the remodeling division for a new Pebble tech interior to be installed. 4. Replied back asking why they cannot do repairs on my pool I have two areas the size of a half a dollar that are rusting through. 5. Deborah replied scheduling is too far out right now on warranty repairs, so we are not quoting rebar repairs at this time EVIDENTLY SHASTA ONLY ONCE YOUR BUSINESS FOR A NEW POOL. WHEN YOU NEED REPAIRS DONE ON A PRODUCT THEY GAVE YOU THEY HAVE NO INTEREST IN HELPING YOU

Response to the owners response. We are at 11 months and you're right you did come out and do the electrical, thank you very much. But you did it without a permit because my permit expired in September and no one followed through in getting it renewed. You did plumbing without a permit, you did electrical without a permit, and now I sit and wait again to get my pool completed.

You had to re- apply for a permit and they didn't catch it until you went for an electrical inspection, who the heck is running this company? I had to cancel my kids birthday party because all I have is a dirt hole, I can't have my spouse's retirement party on December 4th because I have a dirt hole, and I missed out on family time swimming this fall because you all did not complete my pool as your sales team promised.

At least you can clean up my yard while I wait, I don't think you need a permit for that. Another claim with the Better Business Bureau will be happening on Friday if I don't see progress. This is ridiculous.

Long story short. Pool purchased in 03/07(quite expensive). Also purchased the Lifetime Master Warranty(also quite expensive ) which is supposed to FULLY cover Pumps, In floor cleaning system, plumbing, valves etc. Well, after all this time, the pump seizes. Called service immediately and was told that what should cost a $65 service fee is going to cost me $1399. + $65. service fee.

I do not fault the CS ladies following instructions. But I'm being completely blown off by management. I was also told that service would NOT be available until mid to late Dec (Nov 1 when I called) AND if I repaired myself or used another company my Lifetime Warranty would be voided. What should I do? BBB, AZROC. AZFAM Investigations, litigation. Can't just wait with a dead pool pump not circulating 21K gallons of water!

Nowhere in the contract is any verbiage about contract coverage change due to State Legislation. That is not on me. Ed A, can you please contact me. I'm assuming the A is short for Alt.

I would give this company a negative star rating if I could. We signed a contract on March 2 and all we have is a hole in the ground with rusted rebar, pipes and grass growing on the bottom. Shasta put the plumbing in over 2 months ago, but they put the equipment in the middle of the yard instead of against the fence like we wanted. Well over 2 months have gone by and nothing has been done to fixed it.

Everything came to a halt. We were promised a pool by 6 months and here we are starting on month 9. My biggest complaint is there's absolutely no communication with the construction team. I have emailed and called many times over several months with no responses what's so ever. I have already spent a lot of money on a pool that's just a hole in the ground. We went from being really excited about a pool, to not even wanting it.

We signed our contract in February 2021 and were told that they were experiencing longer turnaround times than normal, but we could expect to be completed by the end of August/beginning of September. Here it is, the 2nd of October, and all we have is a hole and a ditch in our backyard. The only communication we get is a weekly email stating they are still waiting on a date for plumbing installation and will let us know when they have one.

This is extremely frustrating and disappointing. I understand that covid has caused problems for everyone, but I have friends who have their pools (with other companies) after us and now have completed pools.meanwhile, we have a large hole and a lot of excuses.

This is our first pool consultation and the customer service was absolutely wonderful! Cyndi M.F. Went above and beyond to help us out with the design and plotting our first ever pool. Her attention to detail is outstanding!. We highly recommend this wonderful woman and Shasta pools!

Building my second Shasta pool in past 15 years. 1st was a remodel in 2006. It's critical to have a well established pool builder who stands behind their work. A warranty isn't worth much if the builder is under capitalized and won't be around after the next economic downturn. My latest pool is a new build in Sun City. The team is communicative and responsive to changes that pop up during the project.

The pandemic has made all construction a challenge, but Shasta's subcontractor partners are similarly well established, as evidenced by the same family owned tile company now as in 2006. Few construction projects go off without any glitches, which makes your selection all the more important. After enjoying my Shasta remodeled pool and spa from 2006-2018 when I sold the house, i knew I would be returning to Shasta for the current project.

Overall I am satisfied with my pool and the quality that Shasta provided. Shasta needs some help in the scheduling department. There was a lot of time wasted due to wait time in getting to the next step. I also think they need to rethink some of the sub-contractors they use (people not showing up, leaving trash around the yard, etc.) that may unintentionally impact their brand.

We signed a contract with Shasta Pools in February 2021 and told completion by August 2021. We have a hole in the ground that has nothing being done for weeks and now told we won't have plumbing until October. We're getting the run around, our contact person has little concern for how it inconvenienced us and seems to only know how to read off a script. We've invested a small fortune for this and have a mess in our back yard. I'm tired of hearing the excuse, it's because of Covid.

If they're taking on too many clients to fill the order, then they need to re-evaluate their business priorities. Certainly, a bunch of bad reviews can't be better for business and we can't all be wrong. Right now I'm thoroughly disgusted at their service and product.

The first time we used Shasta Pools was at our old address, 3 years ago. Everything was fine. It's like a different company now. We understand that supply is low on some things, labor issues etc due to COVID - we get it. However, this excuse cannot be the reason they now have horrible service. We purchased this house in 2020, they promised 90 day or so turnaround.

Well it's been 5 months and all we have is a cement hole with a little rim of tile and a big mess of a yard. Meanwhile, our neighbor, who moved in 5 weeks after we did, has her completed Shasta Pool. Why? I know why. She called Shasta every day asking for updates. We didn't think it was necessary at the time, being that our first pool was fine. However, she did the right thing.

We were the "nice guys" so we were ignored, forgotten -- all while we are being charged interest (embedded in mortgage) for something we don't have. So summer is almost gone. Our neighbors have been enjoying their pool - because Shasta felt the pressure. Now we've been calling, of course. So after weeks of zero progress, they finally sent a guy to put a little tile. Lindsey promised two weeks ago that it would be done. Nope. Cement hole.

She won't even return calls. Really? We're dropping over $100 K counting both pools- this isn't a simple purchase, and we are repeat customers. Nobody has come to work on our cement hole in a week - and we have no updates from them. We will be buying other properties in the future but hiring a different pool company. Lesson learned.

We found that Shasta Pools is not interested in communicating with their clients! Not only do they not care about the clientele, they themselves within their company have no clue about what's going on! They say they're going to show up and don't or they're really late and make excuses! I'm sorry but this is inappropriate and no way to run a business!

When you talk to the salesman he does not in my opinion disclose all information regarding products to be used. Probably because they're thinking about making the sale. Unfortunately if I had to do all over again we would NOT use them!

Ed, I know you are equally as disappointed as we are that no progress was made this week (July 5th) on our pool, since your last note to us indicated movement to occur. I am confident that you would be just as frustrated with the current state of affairs if this was your back yard. As we are in the seventh month, I would appreciate your advocacy (as the owner of Shasta Pools) for forward movement on our hopeful backyard oasis. Signed, Frustrated

Very nice from the second you entered the showroom. Made us feel very comfortable and answered all our questions.

7 months dealing with Shasta and they still have not fixed or address my problems with our new pool. If you are thinking about using Shasta Pools, please STOP IT NOW! PLease act like they doesn't exist because they are NOT a reasonable option. I normally do not leave negative comments about a company, but Shasta really is a bad bad on many levels.

ABHORRENT EXPERIENCE. 9 month pool build that should have taken 3 months. Paid a premium $$$ price for a HORRID experience, service, attention to detail, follow-through, accountability, professionalism, etc. This was my 3rd Shasta pool since 2007 (4th if you count my sister's) and will be my last Shasta pool. I used to love and refer the company at every chance, but not any more. And, they did NOTHING to try and make anything right or try to make up for the terrible experience they gave me! DON'T EVEN CALL THEM. OVER PROMISE AND SEVERELY UNDER DELIVER! There is so much more that happened, but too much to put in a review. Terrible.

Took possession of a home with a 1996 built Shasta pool. Yep and old pool. I quickly learned that the pool was leaking about 14,000 gallons a month. Upon professional leak detector, who is well known in Phoenix and does a great job, I was told that pool has "been leaking from the first day they filled it." Something about how they finished the piping coming into the pool. 25 years of leaking.

I then went ahead and totally remodeled the entire pool, as it was leaking in several other spots, due to old age in most cases. Like the foundation cracks and other piping issues into the pool and spa. After spending $10,000s to fix the pool and remove all the faux rocks that were built with the pool and the oddly designed side of the pool (which is a technique they no longer use), I called Shasta to replace the pop-up pool cleaners that have a "Lifetime Warranty." Yep you guess it.

They wont stand behind that product, since I am not the "original owner." Why is it called lifetime? I suggested they change it to Limited Lifetime Warranty. The average home owner stays in a home 8 years. Maybe a 5-10 year Warranty would be appropriate. But that does not sound as good as "Lifetime". If you are planning on building a pool, there are a bunch of good pool companies to use in Arizona.

As a long time Phoenix resident, it seems that every time I hear of a pool company that does not focus on their customers, its always Shasta. I wish they built this pool correctly in 1996, it would have saved me $10,000s. Standing up and supporting their products would have been nice to see, but certainly did not happen in my case.

Not much to update. Got a call from a manager noting that things would get better. Finally saw some work last week as they cleared plants to make a direct path. Email from build liason on 10 February noting they would begin midweek and I would get a call Friday with a more precise window. Now it is 19 February no communication still waiting on that call. Sent an email requesting an update. Now waiting.

My husband and I signed contract with Chris (which we found out he is no longer with Shasta. He was great to work with) on the 1st of July 2020. Everything was going great until they got the permits. We had to keep calling to see what's going on and when will they start on our pool. All we got was in a few weeks. A few weeks went by and we had to call again with the same message a few weeks.

They called one day and told us they would have someone come by and layout the pool for review and approval. A few weeks later we again had to call them to see when they were going to get started. All we got was we are on the schedule and they would let us know. A few weeks later we again called and they were still waiting for them to schedule. We were getting ready to go out of town and we get a call they would be at our house to dig tomorrow (nothing like giving us a few days notice).

Once the pool was dugout a few weeks went by and had to call to see why no work is being done. This has been going on since the beginning. We now have rebar, electrical, equipment and piping. It's now over a month and still no more progress. The only answer we get is we're still in line but they cannot tell me when the shot Crete will be completed.

We email and call weekly and all we got was we are on the schedule. Yesterday we drove to Shasta and my husband talked to Chris Woods (manager), he told me him he would check into the problem and have an answer today, haha. We did not receive a call or email. We are going on 6 months and all we have is a hole in our backyard. At this point we are NOT happy with Shasta Pools and would not recommend them.

We are past shotcrete and the form for the deck that went pretty well. The project coordinator reached last last week to inform my that a $700 deck drain is holding up the project. We signed the contract 111 days, 77 work days, 15.4 weeks ago. I can order the drain on Amazon Not much to do except the poor explanations and continue to wait on the final touches. Shasta wants final payment BEFORE the interior finish and clean up. What do you think?

They told me it would take 8-10 weeks and they were right! I love that they don't constantly "upsell" you after they start digging and the yard is a mess. The teaming method they use is really good. I had an inside project manager who called me almost daily with schedule updates and what to expect next, a field project leader (who I only saw twice) but I think he came through to triple check "subs" at all steps of the project.

Even when my salesperson quit the company they smoothly moved me over to a new person who (Chris) who was superb. Overall I gave them an A. And I highly recommend Shasta. If I have to build another pool (hopefully I won't), I will use Shasta again. Thanks Jess, Ray and Chris I am the envy of Pebble Creek.

Called for a repair appt. They will not touch their inferior pool! Blamed grass against it. There was mo grass against it and the damage was there!

I'm very happy with my spool so far. There were a couple of issues, but they have been addressed.

We absolutely love Shasta pools. Everything about our experience was spot on, we had no issues and if we had questions they were answered in a very timely matter. I could go on and on about how great Shasta is. We dealt with Chris and Jordon at the surprise location and on the construction side of it was Leya and Greg. Absolutely wonderful people and I'll say it again, a spot on experience.

Our contractors were awesome. When they gave us a time that they would be there they were there that day. The contractors absolutely took pride in everything they did and we're happy to be there. They were all very super friendly.

Honestly, I work here. And I cannot say enough how much I enjoy the artistic environment. I know from months of training the ins and outside of service, and love that everything we do is backed up by professional engineering and years of experience.

Great company with inspired leadership. Always tries to do the right thing.

I purchased a life time warranty for a custom designed pool, paid over six thousand for added comfort. Customer service is very rude on the phone. Last time they repaired our cool desk they fractured the corner of tile off our water feature.

I've owned two Shasta Pools and I'm getting ready to purchase my third! Hands down the best pool you can buy!

Everything that could be BS and jacked up has been. I'm not even sure a proper lawsuit will cover my losses. Stay far away.

I would give them 0 stars if it was an option. They have totally let down my close friends with the new build of their pool. They are 3 weeks past the deadline they informed them they would have the pool completed.