Paragon Pools

I called and a girl answered the phone. I said i wanted to schedule a estimate, so she says ok and then sends me to a voice message. It takes 2 days for someone to call me and they are unable to come when I am off work. I then make a appointment and my husband LEAVES WORK EARLY to do the appointment BUT NO ONE SHOWS UP. I call Joes cell to find out when he will arrive because it is past my appointment time and he tells me sorry he was sleeping. I definitely will not do a big investment like a new pool install with bad customer service like this.

Our friends decided to install a pool in January 2012 using Paragon Pools. Their primary home is in Connecticut, with a secondary home in Henderson, NV. Since we are permanent residents they asked us to periodically check on the progress of their project.
The project began with clearing out plants to get the equipment in to dig the pool/​spa. The first order of business was to dig for the irrigation and wiring that needed to be laid down prior to pouring decking. Additionally a gas line needed to be run for the pool equipment. The gas line was placed in the middle of their sidewalk. This would be a hazard. We took photos and mailed them to our friends. They spoke to Paragon Pools and told them this was a hazard and needed to be moved closer to the house. When they inquired why the foreman didn’t catch this, they were told by Paragon Pools that they don’t have a foreman to oversee the project. They did send the guys back to move the gas line.
One of the next steps was to dig out the area for the pool/​spa. Dirt, gravel and rocks were placed on the street in front of the owners’ home. The company did not clean up after themselves, leaving remnants on the street. We took photos and mailed them to our friends. Once again they spoke to Paragon Pools.
After the pool/​spa was dug, it was time to gunite the pool/​spa. This would enable Paragon Pools to lay the flagstone and tile as part of the pool/​spa. The flagstone was laid, and when we went to take photos, there were jagged edges everywhere which ultimately if someone was in the pool the person could get cut by the sharp edges. Additionally, the flagstone was uneven and looked sloppy. Paragon Pools sent their construction workers out to fix the uneven flagstone pieces and soften the edges. It is April at this stage.
The deck was poured next. Fortunately, that went smoothly.
Next step was to lay the quartz the owners selected. The quartz was laid and they began to fill the pool/​spa. We had to go down twice a day to check on the water and brush the pool. We brushed the pool for 7 days, twice a day. We took photos of the pool and sent them to our friends. When they talked with Paragon Pools, Paragon Pools admitted that the quartz sprayed was the wrong color. In the middle of the 7 days, probably day 4, we told our friends that the spa was losing water, there must be a problem. They contacted Paragon Pools and told them this problem and convinced Paragon Pools to replace the quartz with a PebbleTec product. This meant that the quartz had to be chiselled out, the pop ups removed and then schedule for the PebbleTec to be sprayed. When I checked how the chiselling was going, I discovered that 3 tiles had been broken. I let the owners know. We were told the PebbleTec would be sprayed one day. We checked to see if it was completed and it had not be sprayed as planned. We let the owners know this. When they spoke with Paragon Pools they told them if weather permitted, they would be there 3 days later. Once again we checked and the work had not been completed. We let the owners know this. After they spoke to Paragon Pools they were told it would be completed the following Wednesday. We contacted Paragon Pools and said how could they move it to Wednesday when there were supposed to be high winds. Paragon Pools then told us that there was a pecking order, others had been impacted by the high winds and the others would be addressed first. Are you kidding? It is now May. The guys who sprayed the PebbleTec stated that high winds don’t impact spraying and they would be back on Saturday morning to acid wash the pool and begin to fill it. I stopped by Saturday afternoon at 3:15. The pool had not been acid washed and they had not begun to fill the pool.
We let our friends know. They said they would call Paragon Pools on Monday. Paragon Pools told them that the guys doing the work told them they were out that Saturday morning. Paragon Pools asked if we could go check. My husband ran down there as it was Monday at 11:00. What we found to our dismay, the contractors probably came after I had been there that Saturday, did the acid wash and began filling the pool. The pool overflowed, and flooded the yards that had just been landscaped. There was debris everywhere. My husband turned the pool system on to get the pool to fill the spa and take water out of the pool. We called our friends to let them know what we found. They called Paragon Pools and Paragon Pools told them we should not have turned the system on and that we need to go back and turn the system off. At this point we told our friends to tell Paragon Pools to get their butts there as soon as possible. We are not being paid by Paragon Pools to do their job.
Paragon Pools is an unreliable company. The owner will tell you things he thinks you want to hear, is inconsistent in what he says. If you use them make sure you oversee the project, because they won’t.