We contracted with Ted’s Pools in Newtown Square after meeting with six pool companies and soliciting three formal bids. Ted’s Pools was by far the highest bid, but all the claims shared by Pete, the owner, made us believe we would be getting a higher level of services and better quality equipment. Since the bid was nearly 20K higher than the next lowest bid I asked that a winter cover be included with the price and was glad to hear Ted’s quickly was willing to throw it in.
The first order of business for Ted’s pools was to recoup the money for the gratis cover. They ran into some old pool concrete while digging, just as our builders had done several times while building the house over the last 7 months. Quick to remind us there would be an extra charge for the removal of the corner of concrete I foolishly assumed it would be similar to the several hundred dollars our builder had charged for running into 4 or 5 similar situations. How about $8, XXX?
Our next task was to select various finishes and products. For some reason there as great urgency around getting this done last fall. I reported to the Ted’s Pool office at 7 am having taken the morning off to look at different colored pools and tiles and, at the least, some photos. We spent 30 minutes looking over the shoulder of the office manager at thumbnail swatches on a computer screen. A quick fan of some 2 x 2 fabric swatches allowed us to pick our cover and we left with no clue of what it would ever look like. Thinking we had that underwhelming task complete, we would later be asked three different times about our Pebble Tech finish, our tile and asked two more time to pick a color for the cover.
The two pool handrails were a bigger project than the pool itself. Although I had talked about access for my elderly mother since our first meeting and hand written on the contract myself “2 handrails” I was told it was not included. After I dug out my contract again, they eventually agreed to supply them. That was followed with an email from Pete asking me to select a handrail style online. Can’t see it, touch it, or try it, sorry. I selected one via email that Pete reported was his favorite. Eventually we were also asked what color we wanted for the handrail that came in one color. After searching and copying back a few emails sharing my previous handrail sections I was told that handrail was not “salt friendly” and I would need to pick a hideous, and undoubtedly cheaper, YMCA style one. So the owner of the company sent me choices for my salt water pool that were not for salt water pools? In my part time job as an employee of Ted’s Pools I called the handrail company myself only to find out in 3 minutes flat that the hadrail was available in marine grade. I reported back to the office and it was ordered. No thank you, no, “I am sorry we are pool people with no clue about pools” …nothing.
Then came the lap lane markers. Where did I want them? Well, I don’t know because I DO NOT BUILD POOLS. What is usually and customary? Let’s see, I guess I’ll Google it. I Googled it, drew a picture and came home to find the lane line down the middle and the targets on the sides. Really? Am I the only one that watches the Olympics? The lane line ends with, guess what? A TARGET!!
Communication ZERO. We never knew the timeline, what to expect when, who was coming or going and when the project would ever be finished. Last fall I shared that I would be hosting a large event on Mother’s Day (yes, 8 months later) and needed the pool finished. No problem was the response. Today it is 10 days from Mother’s Day and it would take a miracle for that to happen.
Now of course billing does not come under communication. Billing, bill collection, general stalking A+ for Ted’s Pools. The dates are set in stone. The job can be 30% done and they want 80% of their money. The very curt office manager will call, email, and send snail mail nastygrams regularly. Maybe that time could be better used to research handrails? Lane line specs? Creating an album of actual pools to display color choices? When I reviewed the contract it called for the last payment (plaster) BEFORE the plaster install. It was a mere 3% of the total cost of the pool. That would have left the pool 100% paid for weeks, maybe months before completion. Thank goodness I had the foresight to cross that out and change the last 3% to upon completion. Who pays in full for things that are not complete? Full speed ahead with emails and multiple other requests for the $4,000 until I, in my role as assistant office manager, pointed them back to the signed contract.
So this brings us to recent weeks. Guessing, begging, and emailing away looking for updates on when this misery will ever end I call to ask about the handrails and when they will be installed. I also need to know when their pool service ends as I’m going on vacation and need to make arrangements….crickets. I finally call on the phone in the early morning and ask about the handrails. They are in I was told. REALLY? They ARE? I must be blind because I see them laying in the yard. The expensive Polaris is also in the box sitting the in rain neatly packaged and ready to be stolen by any passerby. Am I the only one that has any interest in this project at all? That was quickly followed a lecture on how concrete cures. Apparently 4, 5, 6 days for a 12” by 12” pour. Two days later still no handrail and no news on its arrival. No response to my multiple emails about pool service, etc. The lack of communication is deafening, like nothing I have ever seen. I am not sure THEY even have a timeline. I think they just wait for people to hound them.
In the meantime we went on to install our PA Bluestone Decking. The one we picked out BEFORE the pool and selected the poll tile to match. The one we have talked about to every Ted’s Pool worker who has asked, “What are you going to do about deking?” The mason arrived and the first problem was the skimmer returns were set to low to allow the install of PA Bluestone. I guess we never mentioned that. Well guess what they told us? We could drive to Newtown Square and PICK UP some extenders. Uhhhh, really? How about you send them out with the invisible handrail installer and PUT THEM IN??? The mason also noticed some very moist soil as he started the dig and we immediately alerted the Cracker Jack office staff at Ted’s Pool. After months of non-responsiveness, this email arrives with lightning speed:
I received a call from Gene stating that when they were digging for the deck they noticed a lot of wetness near one of the pool plumbing lines, and wanted us to come out today. We are not able to be there today, we will do the best we can to get there tomorrow. I informed him I think they hit a pipe while digging around the pool. We performed and logged multiple pressure tests on all lines throughout the pool building process. Every pressure test held. Also if there was a plumbing leak you would have noticed a water loss in the pool within the first day or two after the water was delivered
When we arrive at site we will determine where the water is coming from and evaluate. If in fact the plumbing is damaged there will be a charge of $125/hr plus supplies.
Please confirm receipt of email so I can schedule our guys to evaluate.
Shocking, without even looking at the project they are at the ready with accusations and, guess what? New charges!
I’ll finish with one final bit of evidence although these three pages are just a sliver of the frustration with Ted’s pools. My daughter played school and college volleyball and now coaches volleyball. A volleyball net was something we also talked about since day 1. The cleats for the net were bored into the stone by Ted’s and I was excited to see the project moving along. I called the office manager to find out about ordering the net. “It’s already included in the contract,” she told me. I excitedly hung up the phone and did a cartwheel after hearing the first bit of good news throughout the entire project. Literally the FIRST!! Just a few weeks later, Pete told me another story – a $1,200 net story! I never ordered volleyball I was told. And, the office manager rattled off a quick email reminding me that she never told me the net was included. CO-MMUN-I-CA-TION!! Funny, why are there volleyball cleats in the decking?? For volleyball I was told. Uhhh, OK. I combed the contract again to find nothing about volleyball was in fact ever written in, they must have known by ESP to install the cleats. I shared my frustration with Pete…when I saw him on-site of for only the second time in 8 months. We walked the project, looked at the cleats, and I again told the volleyball story. He shrugged his shoulders and said nothing, noting. The message was clear, “I have your cash and I could care less if you leave a satisfied customer.” That same day I asked about the second control that we planned to mount near the lower door and use as a remote. I looked at the contract and I clearly stated two (2) controllers. “That would require hard wiring to your router on the second floor.” REALLY? Wiring that could have been run in 15 minutes when our house was frames 6 months ago and is now impossible to accomplish? Wiring that could have done when you were here in the fall digging the pool and ruining electric and propane? That wiring? That was the day I was promoted to project manager I guess because I was supposed to know that too. Guess what option two is? You got it! More money $$$$ for a second rate alternative.
So if you are looking for a pool contractor, I can only tell you that my experience with Ted’s was horrific. We built a 3,300 square foot custom home on an embankment over the last year and Ted’s pool, Carol and Pete were by far, by far, the most difficult and unresponsive contractors we dealt with. I’ve gotten better service at McDonalds. I have had a pool before and worked with Great Valley Pool Service who was wonderful but I have worked with no other pool builders. I guess they do not have to rely on repeat business so it just doesn’t matter enough to them.
Happy to share copies of my contract or talk to anyone who wants more details. If you are building a pool…good luck!
