Rondo Pools and Spas
Reviews and Complaints

We hired Rondo Pools last summer, July , to remodel a pool at one of our properties. The people we dealt with were Scott (sales) and Diego (construction super), but they're no longer with the company. Where the tile line is, they should have used mortar instead of grout. It looks like toothpaste smeared around the pool. Also, around the wall where the pavers meet, there should be mortar. They knew there were cracks at the intake for the pool skimmer. Now, it's even worse, with pieces falling out. I attached pictures to this email to show the problem. It's partly our fault for giving Rondo the final payment because we trusted Diego when he said the new pebble sheen needed time to cure (4 weeks). He promised they would come back, drain the pool, and fix the remaining issues. But no one has contacted me since. I reached out to Leah Strand (Rondo customer care) on March 11th and twice after that. She said the VP of construction, Dave Wilson, would contact me. It's been almost a month and still no response. It's unbelievable!

After we contracted with Rondo Pools to have a pool done, they were good during the construction process. However, attention to detail after "completion" was non-existent. They never sent anyone out to inspect the pool after the pebble tech was sprayed and water was put in the pool. We ran across many issues, one of which was inspected by the pebble tech company contracted through Rondo. After the third-party inspector came out, him and I spoke, and he said the imperfections should not have happened. He would report to Rondo, and they would, in turn, report to me. This never happened. Rondo did send people out to fix two of our complaints: the travertine being uneven and missing grout in the tile. However, the issues that remain unresolved are the uneven pebble tech and the defective pool vacuum. We also paid an additional thousand dollars to have it a foot deeper. We questioned the depth, but they simply refuse to send anyone out to inspect our discrepancies over the last 8 months.

Thank you for taking the time to read this info and consider helping me with my issue with Rondo Pools. Here's the timeline and important docs. I bought a $44,000+ pool from Rondo Pools. I chose the pool deck tile, the pool line tile design, and the pebblesheen color. But when they installed the pebblesheen, it didn't have the blue glass beads like the Rondo display pool. I asked about it and they said the glass beads cost extra and I didn't order them. I was surprised because nobody told me they were extra. I thought what I chose would be in my pool. I tried contacting Rondo many times (phone and email) to fix this. The owner, ***, offered me a $200 gift card for my "missed expectation." But ***, this wasn't just a missed expectation, it was a misrepresentation of their pebblesheen product! *** admitted that they didn't explain it to me and said he talked to his sales team about doing better. I appreciate that, but $200 doesn't make up for this big mistake. I know it's a lot of work to remove the pebblesheen and put it back with the beads. I'm only asking for $2,000. The sales guy, ***, said they cost that much (check the email chain where he says they're "several thousand dollars"). If I bring a lawyer to mediation, I'll add his fee to the amount. *** told me in the email (as you'll see) that I can go to the ComplaintsBoard.com as a consumer, but since the contract is done, I have no case. ***, I definitely have a case!

I signed a pool contract with Rondo in September , expecting our pool to be done in 6-8 weeks. However, they didn't start digging until January, which was 16 weeks later. I reached out to their executives multiple times about the delays. It's now been 29 weeks since we signed and 13 weeks since excavation, and our pool is still not finished. Our decking was done on March 18th, but the tile phase keeps getting delayed. They blamed it on losing crew to COVID and said the tile would be installed the week of March 29th. But they never showed up, and after contacting the tile supplier, I found out the tile was actually available. I asked for an update last week, and they said the crew would come by the end of the week. It's now April 12th, and I just learned that the tile crew is behind and won't be here for another two weeks. We're not getting accurate information about our project, and it feels like we're not a priority. We've been patient, but now we need help to get our project completed because their customer service has been terrible.

On 01/25/2022, Rondo Pool's Masons left the jobsite without finishing everything. They forgot some pavers and the pool's waterfall wall had mistakes that didn't meet the standards. Because of this, the inspection got delayed. On 02/04/2022, I told Rondo Pools that their work was incomplete and they needed to come back and fix everything they did wrong. On 02/04/2022, Rondo Pools said they would make the corrections and complete the work. On 03/11/2022, Rondo's Masons came and only did the pavers, but they did them wrong. I talked to Rondo Pools about the issues with the pavers; they didn't follow the same pattern, the pavers were raised, and some were broken. Rondo agreed that they needed to come back and fix it. The waterfall wall is still open and not fixed. I gave Rondo Pools the chance to fix the issues, but they seem unable to do so. My project has been stuck since 01/25/2022. I had several phone and text conversations with ***(supervisor), and he keeps saying the Masons will come, but they don't show up. I sent emails on 02/16/2022, 03/11/2022, 03/14/2022, 03/20/2022, and 04/06/2022, but Rondo Pools didn't respond to any of them. On 04/18/2022, the Masons came to fix the pavers. They only tried to fix 25% of the area they were supposed to fix. I offered Rondo to let my guys do the job properly and better, but they threatened to take away the warranty. I was supposed to have an inspection in February, but because of this problem, the project is stuck and can't move forward for inspection. At this point, Rondo Pools have shown they can't fix the issues. I want these issues fixed as soon as possible, following our agreement, and I want my pool done ASAP.

We hired Rondo to design and build a pool, outdoor kitchen, and fire pit at our home. They made big promises but failed to deliver on every level. Along the way, we encountered MANY construction defects that we had to bring to their attention and insist on fixing according to the agreed design and contract. The whole project cost us over $190k, and I honestly believe that it was too much for them to handle. They were clearly overwhelmed. Even though we have paid them in full, they are refusing to finish the job. The pergola they designed was flawed from the start, lacking the necessary details for completion. The sub-contractor they hired for the pergola (whose name they won't share) is nowhere to be found. We have tried multiple times to resolve the situation with Rondo and just get the job done. I am now considering hiring another company to finish the pergola, as they assured me it could be done in 4 weeks. Unfortunately, Rondo insisted on full payment before applying the pebble tech, leaving us with no choice but to pay. We were tired of dealing with the inconvenience, problems, and hazards of having a huge hole in our backyard for over 5 months. My next step is to hire the pergola company I found and consult with a lawyer to make Rondo reimburse us for the cost of the pergola and any legal fees. If this is the path they've forced us to take, we will also seek compensation for the time and effort we've wasted dealing with Rondo's incompetence and lack of customer service. Their sales process is impressive and they make big promises, but once the contract is signed and they receive the initial deposit, things take a turn for the worse.

We signed a contract with Rondo in Feb 2021 and they said the pool would be done by August . But that didn't happen at all. It was finally finished in December. The guy in charge of our project was terrible (he doesn't work there anymore, along with many others who made promises they didn't keep). When they put in the plumbing, they found a leak. The guy had the plumber fix it, but I asked if he checked it to make sure it was really fixed. He just said he trusted the plumber and it would be fine. I was here every day and never saw him check the system. We filled the pool and discovered it was leaking from at least 2 places. We told Rondo about it in the week of December 18th. We told them we had a contractor coming on January 6th, 2022 to finish our backyard, and they said they would fix the leak before then. But they sent 2 Rondo employees and the leak is still there. They turned off the whole system, so now my chemicals are messed up and the chlorine can't be dispensed. We had to hire a pool cleaning company. We've emailed, called, and asked them to fix it, but they don't care enough to respond. They just make excuses. They keep blaming Covid, but our pool cleaning company can fix the leaks and we have to pay for it. Rondo has plumbers, so I don't understand why they can't get someone to fix their own problem. This is supposed to be covered by their warranty, but if this is how they honor it, they're going to get a lot more complaints. I have a lot of complaints about the workmanship and other issues with this pool, but my main concern is getting this leak fixed. Rondo makes you pay in full, and then they ignore the warranty work. We brought up the issues and the guy told us, "I don't get paid enough to deal with this."

In October , we met with our designer and told them we wanted a pool and landscaping from the same company. We thought Rondo would handle all the subcontractors and make sure everything was done well. We thought our supervisor would check the quality of work for each trade, but they were too busy. So, we had to tell Rondo if we saw any problems. This meant we had to spend a lot of time talking to Rondo and the subcontractors. We told Rondo that the excavation crew broke our gate, and it took them 4 months to fix it. The plumbers took out our hose faucet and put in a worse one. We asked where the electric wires would go because we were told to move rocks on the south side of our yard. But we didn't get a response, and the electricians dug through the north yard and dog run, ruining our rocks and making it dangerous for our dogs. The electricians couldn't put our panel where it was supposed to go because the plans were wrong. This made it so our salt cell cord was in the way and someone could trip on it. The decking crew made a mess and broke the concrete and rocks around our waterfall. Our supervisor said they wouldn't fix it. Instead of getting the auto-lever we paid for, the technician went to a local store and got a part for a toilet. Once the pool was filled, it started leaking and had to be fixed. We still don't have the right part. It took 3 tries to pass our final inspection. During the orientation, we found out our actuator was never put in. It took a few weeks to install it because there were problems with the concrete on the plumbing. The actuator leaked and had to be repaired. The repair messed up our yard, but they never fixed it. Our salt cell leaked twice. *** said we would get a $25 check for the water, but we haven't gotten it. The inside of the pool has cracks, holes, and rough spots, and we're still waiting for them to fix it.