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| - ******* UPDATE********
Received a contact after review posted, and WFUP sent a crew out today to address our concerns. They corrected several smaller issues and then at the owner's direction, replaced our pool light (not their responsibility - they were only to inspect/advise in the original contract, which was one of the things they corrected today)
Then, they started draining the pool to redo the acid wash, but we (strictly our decision) had them stop and leave it as-is. For our purposes, we're kinda exhausted from the experience and really wanna just be done and enjoy the pool with the kids (cosmetics are secondary).
I very much appreciate the effort to make things right. That type of integrity is not exactly universal. I spoke with the owner (Brian) who was very pleasant and sincere. I certainly think these guys had/have great intentions, and I have no doubt this is a very difficult business to execute. I honestly hope they are able to improve their customer communications. They would certainly be well-differentiated in this space.
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13K later and 6 weeks later, the pool isn't totally ugly anymore... but it's a ways off from pretty. Large "hydro-stain" in new surface, permanent dirt/prints, and other symptoms of poor quality here and there. Sadly, it could have been much better than it turned out, but for some simple communication. I'd break down the review like this:
Sales - 4.5 Stars
Product/Workmanship - 2.5 stars
Planning/Communication - 0.5 Stars
Customer Service - 1.0 Star
The sales experience was great, but it was downhill from there. Planning and project management was poor and communication/service was almost non-existent...
They have a notification system that gives you like a 30 minute text when techs/contractors are on the way... sometimes... And always, the people who show up don't even attempt to tell the homeowner they are there or they are leaving. Silence (not a big deal until you factor in that no information is given to you about the project plan, etc., so you have basically no idea what's happening until it happens).
Despite calling and requesting a schedule 3 separate times, no attempt was ever made to follow-up and provide some semblance of a project calendar or even accurately tell us when the next trade would be on-site (some attempts, but followed by no-shows).
Eventually (and unpredictably), the work did get done over the following weeks (actually ahead of deadline on the contract). Curiously, when the last piece was done and the pool was to be filled, we received no text notification. They came, for the first time on a Saturday for that activity. Unfortunately, with no notice, we were out of town, and had my mother-in-law staying at our place. Of course, there was no communication from the people on-site whatsoever.
Long story short, somehow (whether by their people or the folks staying at our house) the pool did not get left to fill (hose shut off). Apparently, this is a huge issue as dirt, partially-filled water, etc. on the surface at that point stains (so covering with water up to the tile line is critical). That would have been good to know before hand...
So, Sunday arrives and we get home. No communication still. I find an empty pool with dog prints and nice dark ring where the partially filled water is sitting. So, I call and ask what to do. The kid who answers sounds stressed and says "it wasn't filling?!?!". He says he'll have to ask the job supervisor and get back, but notes that he sent us instructions via email 2 days before. When I tell him I haven't received it, he says "Oh... we had some hacking issues... let me use another account". Magically, the instruction arrive... of course, useless now. Eventually, I get a call back that says go ahead and fill the pool - but the stains are persistent.
A couple days later the pool is filled, and I call to get the next step (again...). It's just the chemical startup to do and a walkthrough. The end was nothing like beginning (sales experience). We got maybe 10 minutes of rapid explanation (w/ a guy who was definitely ready to be done and move on with his day) and we were on our own.
Strictly speaking, the biggest failing was my own responsibility (we weren't there), and in general, my goal was to get the kids swimming this summer, so I wasn't too worried about cosmetics. So, I didn't want to bother any further - especially thinking about how they handled the execution to this point. So, it is what it is... I wouldn't say it's an ugly pool anymore, but overall it wasn't a great experience.
Sadly, it could've been very good if there just some planning and communication.
TIP: Until they improve their customer-facing communications during projects, if you choose WFUP, be prepared to dedicate a good amount of time and focus on getting your questions answered. Be demanding and make sure you're comfortable with the plan.
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