Desert Tropics Custom Pools

We love our pool, it turned out exactly as we had hoped for. The construction delays are unfortunately the new reality and no reflection on the builder, so patience is required! The team at Desert Tropics was great to work with, and Robin took the time to design the pool the way we wanted. Truly very happy with this company and the end result!

We began our process with Desert Tropics in January 2021 when we signed our contract. We took possession of our new build August 2021 and it took one FULL year after our closing date for us to be swimming in an unfinished pool.

My husband and I really hate to write this review because this is a company we chose and you really want to like them because they are a small family owned and operated business and they are nice people. But, as much as we like the people we have to share that they need to drastically improve their staff and their practices, management of each pool project, sales accuracy and thoroughness, communication, follow up, attention to detail. It is a business and if it was my business I would be appalled to drop the ball and disappoint customers with numerous issues that were preventable. We acknowledge that the product shortages were difficult for all companies to handle but Desert Tropics had their own internal problems and mistakes that could have been avoided or made right and they were not.

We met with the salesperson who helped us design exactly what we wanted. We added all the bells and whistles: large pool, hot tub, bubblers, baja shelf, all the fancy controls, large deck. We were so excited that as soon as we closed on our new build they would immediately get permitted and be digging in just a few weeks. Well, that took several months, digging didn't start til about November. We understand there were industry wide delays and we honestly didn't mind that as much as we minded just not feeling like we were a priority.

We know the owners had a personal health situation they dealt with that year and for that we gave them grace. We were kind and polite when dealing with them even when our frustration level was high.

Here's what was missed: the sales person didn't put any type of finish on the exterior of our hot tub - so it's just straight shot crete. They offered to stucco it but we want tiles which we purchased and were told we have to get them installed ourselves. We thought it would have been fair for them to not do the stucco and just have the tiles installed - we bought all the materials. That didn't happen. Luckily we have someone in the family that will do it for us.

The salesman put a wall around the equipment in the design and promised it to us - later he told us he didn't cost it out but would make sure it was done for us. That didn't happen. He missed putting our bubblers in the cost list so they tried to charge us for them at the final bill - they were in the design from day 1, from the first conversation our design was about bubblers and a baja shelf that our grandkids and bulldogs could enjoy.

It felt like a DIY pool to us - knowing what I know now I'd rather have gone with a larger company that would give us a 100% complete product, that would have checked the work that was done by each contractor to ensure that they did everything they should. We had to constantly tell them what was not done yet, what wasn't done right. I asked them if nobody comes to check the sub-contractors work because nobody really did... occassionally their superintendent would come by to check various things or drop something off.

Our pebbletec was sprayed in, we filled the pool and then 2 days later someone came by to do our start up, put in chemicals and started the filtration. Well, sitting those 2 days, a huge dust storm had come through and stained all the fresh white pebbletec so it has to be fully drained, acid washed and then filled again. They are handling this but we will handle the double water bill.

Our hot tub / pool heater doesn't work - we don't need it yet but it would be nice.... so they are getting Pentair to come take a look at it.

My advice, if you go with this company force them to slow down in the sales process and show you that what they design out in the design program matches what gets put in the cost sheet so you don't get hit with extra costs later or an unfinished pool cause you don't want to pay for things they showed in design but didn't show in the cost sheet.

Have them come to your lot and physically mark out the pool. They don't do that unless you force the issue - we did not and we would have made changes if it had been drawn out on our lot.  And get a committment that they have improved their processes before you proceed with this company or you will be left disappointed.

Writing this review really sucks because we really wanted to be their cheerleader and gave them every opportunity to make things right where there were numerous balls dropped but at the end of the day we are left disappointed after a very pricey purchase and a very long period of frustration.

I really hope they get their staffing situation corrected, implement a double check on the sales process design to cost sheet, implement better process management and definitely improve communication.

Two stars because we do in fact have a hole we can fill with water and it mostly works fine for now. I don't trust the integrity of the pool one bit though unfortunately. Also because they did eventually cover the plumbing on the back of the water feature... though it doesn't look much better. And they have communicated sometimes which I guess is better than blowing us off completely.

Please use any other company unless you want months and months of on going issues long after your pool is done. We have had nothing but issues since. Someone came out to inspect over a month after we emailed letting them know we had issues with the pool and then it took us calling after a month of not hearing back to be told we're working on it. The original inspector noted that the water fountain is crooked, there was grout missing and grout that was there was a mess, the tiles on top of the water fountain were uneven and two are cracked, they took out too much dirt from our yard and put the pool in raised but did not fill back in the yard so there were holes all over included where they put the plumbing and electrical down, and on the waterfall they didn't cover the plumbing so you could see the pipes, they also sprayed something all over our wall. We didn't hear back for a couple months and then all of a sudden without warning or notice we come home and the plumbing on the back of the waterfall has been speckled all over but was not painted to match anything else on our pool. So I guess that's kind of fixed... and they did bring in dirt to fill it in. But why did we have to all but beg you to do those things in the first place?

I waited 6 months before leaving a review but at this point I'm not sure what else to do. Last week someone randomly showed up knocking relentlessly while I was working with a patient and making my dogs go off. I had to interrupt my patient and put them on hold. When I told him he could not come in because his visit was unscheduled and I am working he was upset. Again, unscheduled visit today from someone saying they were here to fix the crack in the deck.

We sent these pictures in emails, because they work in the office and contract out for people to do these jobs, in hopes they could help. But they keep sending people that aren't really fixing the issues and are instead just making more ex. fix for the exposed plumbing and now we have a cracked deck. We are just so disappointed.

** the pictures are screenshots from my Google review so I wouldn't have to retype the captions.

Our pool was completed last year and the sub-contractors they use are ok but you will have to go thru a lot of the same negative comments below as they are in line with our experience with the Company.  

Sales person was good at talking up the sale but take heed, a lot of over promising and under delivering in timelines and expectations.  
When the dig finally started, one side of the wall continued to collapse soil into the deep end.  We brought up the issue with Sales guy and he said not to worry since that will be cemented over.  The side continued to fall in and some boards were put up to try to hold it back.  Inspector came in and failed the first try and workers had to come back to back fill up and board it up more.  
Plumbing went in once the go ahead was approved and the day they 'finished', a valve blew and they had to come back to check...workers said 'the valve was cracked'....pretty obvious and had to redo.
Choosing the tile for the inside of the pool was in the middle of the pandemic so there were probably supply chain issues.  Our original choice was not in stock so they provided a catalog to choose from and almost everyone we picked was not available or not enough in stock.  Probably would be better to say what was available to choose from.
Next was delay in shotcrete pour, original date cancelled due to Desert Tropics changing the vendor due to unreliable...timeline pushed back again.  
Once shotcrete poured and ledgestone put up, it was not the option we picked and were told that it was.  Originally when we were sent a picture of what choices we could pick , we were provided with a picture with the stones laid out and an arrow pointing to one of the stone faces.  We picked the one that was probably next to the one pointed out by the arrow.  Later what was sent to confirm the choice we made, the same picture with the arrow was used to confirm our choice which was not the selection....too late now.  If we wanted to change the stone selection, it would be $450 and would set back the timeline again.  
Next, they have a crew scheduled for 'clean up' before they cap off the pop up's....crew does not show up all day.  Next day, the guy that caps off the pop up's can't do it and says he has to return after the clean up is done....
We also had the Sales guy tell us we would have an umbrella sleeve put in and have the original mock-ups of what it would look like and agreed upon.  Project Manager says that it is not in the plan so not going to be in.  Multiple emails to get to the same place, no umbrella sleeve.  
Notified from Office that pebble sheen pour will be on 9/1 (example), next few days notified again that another pool that was scheduled before us is not ready so our timeline is moved up to 8/30 (example) and the crew will notify us on that day between 0430 - 0630 AM when they will be there that day.  Later that morning, we are notified by the Office that we will not be getting the pour today.....reasoning behind the change that day: there are only 3 pebble sheen companies in the Greater Phoenix area and Desert Tropics does not set the schedule, there is high demand and to be patient.  
Finally the day of the pebble sheen set up and I ask the lead guy as to if the Office had notified them about the umbrella sleeve as there is still no place for it on the step.  Guy says nothing told to them so have to call the Office....after about 10 min he comes back saying where do I want it.
By this time we are getting pretty frustrated with the whole process.  We post an earlier post in Yelp with the complaint about the Company.  Right away we get the calls about taking down the complaint (similar to the others listed below) from the Sales guy.  As we were frustrated and continued to call for updates and timelines, the Office said they would stop work on the pool and would only work with one of us due to not wanting to deal with the numerous follow up calls.  
Back to umbrella....once the pool was 'completed', I emailed Jay the Sales Guy as to what options we have for the umbrella selection as promised at the initial signing.  Sales Guy says he can provide an umbrella in exchange for taking down the negative review....'sounds fair?  I told him he can keep his umbrella.
After the pool was completed, there was left over supplies, cinder blocks, ledger stone and I let Desert Pool know about the supplies.  Office replied that they would send the vendor out to pick up in the next day or two.  Couple days later, I send another email to say no one has come to pick up the supplies and the Owner responds saying someone will be out in the next day or two.  Vendor told Office that he's not going to pick up because it's 'our' left over supplies.

Just an update from what this pool company is doing to us. Jay from Desert Tropics keeps harassing us months after we've canceled with them. Jay sent us an email from his personal email claiming to have been an attorney retained by this company but when I called the attorney in question he said The email that is purportedly from me was not written by me. I do not represent the pool company and will not represent it ever.  What do ya know. They're trying to fake sue me and my husband over a Yelp review that they are ashamed of. We knew it was a fake email due to the horrible grammatical errors. So laughable. I also attached the YouTube link of A voicemail from Jay trying to manipulate my husband into getting me to delete MY review.  If they keep contacting us, I will continue to update my review. I wish Yelp would allow zero stars.

YouTube link:
Desert Tropics in AZ tries to intimidate to get bad review removed
youtu.be/WESI2U-2_vo

The team at Desert Tropical Pools are top notch. From Jay our salesman, Jolaine point of contact throughout the entire process and Robin. Jay was great, honest and up front on how long the process would take from beginning to end, especially in the midst of Covid supply restrictions. Jolaine was quick with all responses and kept me well informed. There were no issues with the process and in fact a couple of steps in the process went faster than expected. Thanks Desert Tropical for your service, we love our pool

I was pleased with the service, and the people there at Desert Tropics. Everyone was friendly and seemed to be interested in getting everything done in a timely manner. Jay was very helpful with design and process and changes we made while the build was underway. Overall satisfied with the services considering the challenges of the times. My kids are swimming now, and the smiling faces is all I see. Thank you.

Didn't go with this company. Had to cancel.  Was gonna take 6 months to a year ,to long to build. Went with different company and got pool built and swimming in 2 months

We just had our pool finished. We appreciate how Jolaine was on top of everything regarding scheduling.  We had some set backs during the process but it's totally understandable due to the low staffing there is because of the pandemic  A lot of things have slowed down. Jay was great with helping us with design and helping us stay in our budget. Of course we would have loved a bigger pool for an affordable price but with everything going up we are greatful with what we got. The only thing my husband was upset about was that the contractors that where used were messy. They would leave their food trash in the back yard as well as empty bottles. They left the backyard upside down but that is not desert trpoics fault. They did state they are not responsible for damaged landscaping which is the only part my husband had an issue with.  but other than the contractors used the staff directly with Desert Tropics were great and even the one contractor they used at the end to connect the pump and add the salt in our salt water pool is great. We liked him so much we hired him to continue our pool maintenance. Apart from the contractors used the overall service was great and we thank desert tropics for allowing us to get a pool built where our boys can enjoy themselves.

Desert Tropics built my custom pool and spa and I am very happy their service, communication, and professionalism .  I love my new pool !!  
I would definitely recommend!!

Since I'm not able to make a rebuttal to the office manager who makes statements after our complaint....I say B.S.   Look at all the other negative complaints that you responded to. The theme is always the same, communication. Desert Tropics Pools has the worst. I have text messages saying that we would be in our pool well before the finish time. If I can I will post them as well. Don't try to make liars out of your paying customers. We have a voice too!  I only hope that people interested in a pool will see through your website and read before they sign any contracts with you.

We waited all day for pool representative to come to our house to get a bid on a new pool in Tartesso community and we understand that we get behind on our schedules or things come up but can we call the customer that are waiting on you, especially if they tell you if they are going to be there a certain time and a NO SHOW...
We could have done other errands and instead of waiting all day.
JUST A PHONE CALL WOULD HAVE BEEN NICE...

After beginning our pool project with another pool company and accomplishing nothing in 4 months with NO communication, the person building our new wall put us in touch with Robin from Desert Tropics! Did it take longer to build than what we would have liked? Yes. But we now have a better design that works perfectly with our home and space. And through the entire process we were able to reach out to them at any time and receive a quick and honest response - even if it wasn't always what we wanted to hear. So glad we found them!

Well our pool is finished. We signed our contract first week of August and put water in last week of March. Everyone we dealt with was professional and courteous. We are very pleased with the finished product.

Total nightmare working with this company! Hence, the prior negative comments.  Research other companies.  Don't want anyone else to go through what we're experiencing currently!

Some friends of ours referred this pool company! We called set up a appointment the rep came out took our plot.  And haven't heard back since.  Looking at the reviews I'm seeing that this happens a lot!  If this is how a company deals with new customer you won't get our business!  Moving on!

Really like the guy but, he totally flaked. He kept me waiting and would say drawings were on there way and then nothing.

I have had a superior experience with Doug from start to finish with my pool.  He has been meticulous to be sure everything was done correctly.  Even after the job was complete and his final payment ancient history..he has been willing to answer questions and has given me assistance.  I built a custom home and my experience with Desert Tropics Custom Pools was head and shoulders above all the main contractor on the job.