J. Caldwell Custom Pools

I originally left a 5-star review, but after recent experiences, I feel it’s more accurate to rate this company 3 stars.
The pool build itself went fine, but the customer service after the sale has been disappointing. I recently reached out regarding cracks in my decking that developed less than 3 years after installation. I understand from the contract that cracks are not covered under the 1-year warranty, that’s not the issue. My concern was the severity and whether it could lead to larger problems over time, especially since I’ve had multiple pools over the past 20 years and have never experienced this.
I submitted two warranty requests and made two phone calls before Adam came out to look at the cracks. He told me he would speak with the owner and have him call me. After that, I had to follow up with Adam two more times before the owner finally reached out. When he did call, he questioned why I expected a call at all, which was surprising given what I had been told. The conversation felt dismissive. There was no real concern shown about the condition of the decking or my experience as a customer. The only options given were patching, which I was told I would not like the look of, or replacing the section, with the comment that it would likely crack again anyway.
On top of that, I had a frustrating experience with their in-house maintenance team. A technician entered my backyard without any notice, no call and no knock, which was uncomfortable. I believed he was there to evaluate rust stains I had previously reported, but when I asked about it, he seemed annoyed and acted as though I should not be asking questions.
Overall, this company seems to fall short when it comes to communication, professionalism, and standing behind their work beyond the initial build. If you are considering them, just be aware that the level of care and responsiveness may change significantly after the project is complete.