Shasta Pools & Spas
Reviews and Complaints

After speaking with a few other pool companies, we chose Shasta because of the longevity of the company --50 years! After having our pool built, we are happy we chose Shasta because of the obvious experience of their team. Each individual had a specific role. They were professional and prompt and friendly; from the designer Brandon, to Ernie the Superintendent, to Jess our office coordinator. We love our pool--thanks, Shasta!

This complaint has poor communication and even worse management- they broke an electric line to my house in our yard and I had to handle everything about their mistake. Their superintendent refused to make calls - rarely showed up. Their employees left their food trash and urine in my yard. When I wrote an email about my displeasure- the response wasnt they should handle it - no, it was did you tell them not to? That shouldnt have been necessary, professional people respect property of others. Customer *** was not top priority with this company. How they have their Complaintsboard.com rating in my opinion is they greased some palms.

We are very pleased with the completed product. Our pool finished exactly how we wanted it and we couldn't be happier with it. The process was something less that ideal. We were told it would take two months for permitting before the dig could begin. 60 days after we signed the contract the dig began. Most phases went well, but there was miscommunications between the project superintendent and some of the contractors. Other communications were faulty along the way, but eventually errors were corrected. I recommend Shasta, but stay on top of the process, their communications and follow up. 6 months later we are ready to swim, as soon as the water gets warm enough.

Im very pleased with the design and look of my pool. I wanted a pool that ran itself with minimal work and I got it! I am very pleased with the guidance of this and feel I spent my money wisely on the upgrades! I want to enjoy it, not spend all my time maintaining! Like every project, there was hiccups! A little frustrated that the pool was not completed when I moved in and it took almost 6 more weeks to complete it. Also, the thermometer gauge was not hooked up and I had an outrageous electricity ***! I am still waiting on the rail to be installed, so it is hard for me to get in and out of the pool. I would use it more if I had a temporary one until mine came in. I still gave Shasta pools a five because they have or are working on this issues.

Shast designed a pool that is perfect for us. The layout, the rock waterfall, the pool surface color, the decking; everything came out the way it looked when designed. The color of the water is sensational . . . exactly what we were looking for. The salesman was very thorough in going through and demonstrating the quality that goes into the construction and cleaning system of Shasta Pools. We were frustrated at the late start (mostly due to some CoronaVirus delays), but Shasta committed quality over speed and built us a beautiful pool that will add value to our home. As the pool was built, we could see the extra quality and upgrade in construction over other pool contractors. I would highly recommend that if you are in the market for a pool that you get a design and proposal from Shasta.

We booked to have a pool built and were told in our contract that it would take 10 months. Upon the 8 month ***, they told us that it would be another 7 months BUT they needed to dig the hole asap. Shasta receives part of there funds upon the hole being dug and than it locks you in to there services. I have 2 small children (1 and 3) and upon addressing that we could not have a hole in our yard for 7 months, I asked if they could move excavation to *** they canceled our contract and now will not refund our deposit. They also explained that it was too expensive to execute the original contract they help with us ($52,000 for a small pool) and costs have increased since original signing. The communication, the lack of customer support, and the fact that there money come over safety and satisfaction of there clients is appalling.

While the product, though overpriced, is fine- the COMPLETE lack of communication is beyond frustrating. ANY issues you have -Poorly done work (volleyball net holes not lining up, ugly uneven grout lines both in travertine and in the pool tiles, patterns not matching, travertine color, etc) it is IMPOSSIBLE to get a person to follow up at the lower levels. If you get Jessica K as your scheduler...RUN AS FAST AS YOU CAN! You never get follow up from phone calls or emails until like the THIRD TIME days later. My pool was done in theory on Aug 28th, yet I am STILL dealing with follow up issues during construction (see above) You never know when you might wake up to people being in your backyard because you are NEVER given any notice or schedule. The only positive I can really give is to JAMES A, the design guy... FRIENDLY and KNOWLEDGEABLE. The rest...OVER IT!

Terrible overall customer experience! Mistake after mistake...and lacking of customer service. They missed steps in the pool building process. They started to dig without our sign-off and the pool was in the wrong area. When we confronted our sales person - Dean - he was incredibly confrontational and hung up. We figured what's done is done and made the accommodation. Now our pool equipment it close to our fence which is a violation of the City of Mesa code and our HOA in Eastmark.. Their response? we can move it but you have to pay...no we are new homeowners and were told they were the experts at building pools in Eastmark...Fail We pushed back and now it has been three weeks with minimal response from Shasta except the inside customer service person saying they have no updates... This is the worst company. The worst pool building experience. We have a giant hole in our backyard...thanks Shasta for nothing.

I am very disappointed in Shasta Pools & Spas. I wrote a review back in June about how my tile was coming off the Spillway for the 3rd time since having my pool installed 5 years ago. A gentlemen by the name of *** the Field Ops Mgr for Shasta contacted me and came out with Shasta PR person. I was told by *** that this would be taken care of at no charge to me by the end of Oct. I have tried to reach out to *** 2 times this month, leaving messages both times on his machine, and I have not heard a word back. I am very disappointed in Shasta, as this should have been taken care of and my tiles installed properly the first time, so this would not have happened. I heard from my pool service tech, that I am not the only Shasta pool, with this issue Now I have to pay someone to have the job that should have been done by Shasta the first time, done correctly. I will never recommend Shasta to anyone.

In March, I was sold on a few months of construction, with all Shasta employees, and a pool in the late fall. I went with (what I thought was) a well known company with lots of experience, and not the cheapest price, and so far I am very disappointed... All of the work is done by subcontractors which itself is not an issue but the communication between the parties is pretty poor. Shasta doesn't seem to know when the contractors will come, details slip through the cracks, cleanup is sloppy, delays keep adding up and change weekly. They do not schedule your work in advance and make you wait in ridiculous lines. My last straw was the fact that I was given a shortcrete delay of X days pending inspection, Shasta subcontractor work did not pass inspection because something was leaking, and by the time they fixed it, they told me the shortcrete delay is now triple the time I was previously given! They keep using supply chain shortages as an excuse but what does the supply chain have to do with subpar work, processes not updated for the new normal and infrequent communication? Shasta refuses to provide an end date for the project so I guess all I can do is cross my fingers?

Update 9/29: Ater 10 weeks, today was the day for excavation. Crew was supposed to show up "early morning". It is 10:55am and no one has showed up. Jessica K's (CSR) typical response: "I apologize". Update 9/22: It has been over 9 weeks since we signed our contract. Construction has not started. I was told by that construction process will take additional 75 days. I had gotten an estimate from Shasta, Premiere, Presidential and California pools. We went with Shasta even though they were a little more expensive due to their reputation. So far it has been disappointing. Our sales person Edward P told us "sign to swim" is 12 weeks. Permit was approved without any delays. It has been 7 weeks since we signed our contract and they haven't even started the work. We are still in "Pre-construction" phase. Worse part of this is that our customer service rep (CSR) Jessica K will not even give us a timeline. At this rate, we are looking at 6-8 months for completion. They are blaming everything on COVID but read the other reviews where projects have been delayed by several months even before COVID hit in March. I would not recommend Shasta at this point since they are not being transparent about the timeline.

It has been 7 months since I put down my deposit. Shasta told me I was getting excavated on May 17th, I took off work and no one showed and hasnt yet six weeks later, still no excavation. The *** commits to call me back with updates and yet he doesnt call and when I call him he still cant give me an answer. Shasta is advertising like crazy on Facebook but will not allow anyone to comment because there are hundreds of people like me without a pool with deposits down from last year. Shasta continues to commit to people with Advertising who are new purchasers 6-8 months for completion. Its actually 10-12 months if your lucky.I understand there are shortages in labor and product as I am in a business that is also affected. But what we did is stop taking any new customers so we could take care of the customers who we already have on the backlog. Shasta is mis informing customers. If my yard is not excavated by July 17th which is at 8 months from signing the contract, I will be filing a Complaintsboard.com claim. I am in the construction industry and know for a fact that Shasta is playing favors to the builders with getting the pools in ground first. I actually talked to the manager at Shasta and he explained that the builders get first choice because the Builders have to close the houses on time.

STAY AWAY *** Shasta is no longer what the name stands for and is broken at the core. It was the highest of all my bids but, given I travel so much and needed to sell the house quickly, I went with Shasta based on the name. Ultimately I terminated the contract as they were unable to complete the pool after 3 1/2 months, they forged my signature, they omitted important design features as simple as connecting the deck and adding a ladder, they wanted to charge an extra $5K+ for shotcrete claiming they uncovered this later (not true plaster was already chiseled by owner). Communication was horrific and there is evidence that they are severely understaffed or they just do not care as their customer skills were terrible. They committed to using my brand new filter up-front then later said it could not be used (loss of $1100) . Mark the salesman came across very honest and helpful but, he was a snake and failed to be honest and own up to his mistakes and also signed my name on a diagram that I did not agree with. I did go to another company and finished the pool in 10 days, which again, Shasta could not commit even after I raised all the concerns. I did reach out on Social Media and chatted with the GM "Season". I will say, she was the only person at Shasta that attempted to care, was responsive, and seem to take the whole thing seriously. I could no longer trust Shasta and had to part ways. Even if they gave me the pool for free, I would not have finished the job with them. They should change their name to "Shafts-ya"

As others have stated, Shasta is not currently in a position to complete your project in a timely manner. Shasta was great from the meeting we had with our sales rep, they provided a lot of information, left us with a huge packet of details regarding all of the equipment and finishes. We had most of our phases completed right around the expected completion date, up until we got to shotcrete. We have gone through plumbing, electrical, rebar, equipment, all of this has been completed, but we have been waiting for shotcrete for several months now. We had an expected completion of end of month October through end of month November. We passed city inspection on October 4th to move forward with the shell of the pool, and have received a grand total of 0 updates since. Our backyard is just a construction zone, with open trenches everywhere. We have young children and small pets that can not use this space. Our previous project coordinator left the company on November 29th and I have made several attempts to reach out to our new project coordinator who has yet to send me a single email.I will update this review once I have received some sort of follow up, but as of right now I would not recommend this company to anyone unless you are comfortable waiting until summer 2023 at the very least.On a side note, the electricians that came out damaged our sprinkler system that we told Shasta about several times, and Shasta refuses to fix it. Seems kind of odd that a company that contracts plumbers, is not willing to fix what I assume is a

Shasta pools pulled a permit on my pool project in March that expired on August 28. They continued to work without a permit on my residence until they had caught it during and electrical inspection which happened middle of October. They promised me that they would renew the permit. It has been 30 days now and still no renewal. I called the Maricopa County Plans commissioner and they said that getting a renewed permit only takes 7 to 10 business days. I did not turn them in for operating without a permit. Nothing has been done on Shastas end showing initiation to get the project completed. I cant even get a reply to my emails so now again I have to contact the Complaintsboard.com. I have contacted six employees and not one has returned three email that I sent. I continue to sit with 7 deep x 21 wide x 26 long dirt hole in the ground in an open backyard with no barriers and an excavated yard full of trenches for five months now. The liability is enormous. I want the permit renewed, electrical inspection, shotcrete, and back fill done by the end of November. Then the rest of the project completed in December.

We signed our contract in June , we had a great experience with our sales associate. We were told that the dig would begin in 4-6 weeks and the pool would be complete in 4-6 weeks. Then COVID affected the entire process and 6 months later we are still waiting for our pool. We were told to rush our financing in July/August only to be told that our dig would not start until October. We have been making payments on a pool loan for a hole in our ground. After the dig was complete in October, it took over a month for plumbing, electrical, and framing to come out. It has been 8 weeks since anything has been done and we are still waiting for the next step. Their updates have consisted of, "you are still on waiting list." With the current timeline, our pool will not be complete until next summer. We went with Shasta because our friends had a positive experience and we love the warranty that they provide. Our sales associate was super friendly along with other staff, but the extreme delay in construction is unacceptable. There are other builders that are completing in a month so I do not understand why this process is taking so long.

We signed a contract for a pool build in June . We were verbally told to expect it to be about 9 months for completion. Shasta Pools didn't even break ground until February, and that was after multiple delays on their end filing the permit application with the city. When we would inquire they would lie and tell us they were waiting for the city and later we found out they just hadnt even filed the permit.Once we finally broke ground (after they no showed on the scheduled date) we have had to have the pool filter repaired twice for leaks, and the pool isn't even complete yet. The quality of work is very bad.We have been sitting with a dirt hole and a demolished backyard since Feb. We have two dogs who are dragging dirt into the house, and have two toddlers who we cannot let go outside because it is a safety issue. Additionally my dog has tripped and nearly broke his leg due to one of the trenches. We were told shotcrete would be *** we are now told that shotcrete isn't until August. The delays just keep coming and we are basically told too bad...

Called shasta pool to set up repair appointments last months. I used shasta pool repair service to clean the pump filter, and the technician noticed small water leak. So I need to set up another appointment for another month. I waited for repair date but tech never came. I called the service *** and they told me that they cannot find my appointment. It is strange and confusing, how they can find my appointment when I reserve the date and talk to the operator? So I had to make an another appointment again and have to wait another 1 month again. Because there is no open slots.Last Friday, July 22 the tech didnot call or come to my house. I tried to call the shasta service center, it was closed and it will open on Monday. Today, I call the service center. Operator stated that she got an email that my appoint will change. I explained to her that why no one called on last Friday for reschedule? She transfered me to her manager but only voice msg is available. So I decided to send email to Complaintsboard.com.Also, I found out that other shata pool tech fixed my pool light last time. But light didnot come on because I found out that light bulb isnot connected. I do understand that I need to wait on service dates. I waited months, but no respond and no resolution. If they cannot make on scheduled date, why they cannot adjust the schedule. We donot waste time each other. I donot know when they will come and fix the pool. I made same appointments months ago, and I am still waiting. Frustrated and wasting lots of time.

2 years ago I had my pool remodeled by Shasta pools as I have been a customer for over 20 years.After the installation was done I have had multiple issues. The issue I am writing about has not been resolved. About 6 months or so 2 supervisors had to come after a Shasta technician informed them my pool was not done correctly ( as well as my pool service owner) that my cleaning floor system of the pool was not cleaning properly. Since then the 2 supervisors came out blew the lines (blocked from the redo) and everything was running smoothly until last week when my pool service owner told me again the floor cleaners are no longer working like last time. Called Shasta on a Monday. AS of Wednesday, I did not get a call back from *** the supervisor who was here last. Called again and spoke with the service *** that person, female (didn't tell me her name) looked in the notes of my account and informed me that *** had made a notation to my account stating that it will be $140 for the first hour and $ 100 additionally each 15 to blow the lines.I feel that since my remodel was not done correctly as with frequent complaints and fixes it do it I should not have to pay and need to fix the problems correctly without any charge! I have paid the price already for the remodel! Plus, the damage and unsightly dirt stains that are now on the brand new 2-year remodel need to be fixed by power wash and if not satisfied another redo since the remodel was not done correctly in the first place! I need assistance and will most likely need to seek legal assistance as well.

Our pool constructed by Shata Pools is leaking. Following Shasta's published guide, we have demonstrated this leaking with the "bucket test." Have made numerous contacts with Shasta and have not had them take any action and have not had them return a single phone call or email. First notified Shasta on August 11th. Was referred to Mr. Torry W (manager of warranty department). Have left a minimum of 4 messages with him, without any type of return communication from him. Have emailed the company using their system - no return message. Have called the service center many times. Shasta service administrators indicate sending internal emails to the warranty team - no response from them. Was able to push and obtain a phone number for Criag M in the warranty department. Talked with Craig M on Aug 17th with an indication he would look into this and get back to me - no response from him to date. Followed up with an email Craig M and have not received a response. The Shasta Master Assurance Lifetime Warranty clearly covers plumbing systems, equipment, cleaning systems, and pool structural shell. Shasta has been unresponsive, all the while I am paying extremely large water bills ($412 one month and now another for $397) and the leaking water may be creating foundation issues with my home's foundation. Shasta needs to follow the terms of the warranty that we both signed, which warrants the pool from leaks and breaks in the plumbing and structural shell. No communication from, and no action by, Shasta is completely unreasonable and not inline with our agreement.

Its very disheartening to read that so many customers are experiencing the exact same issues I have been dealing with. We signed with Shasta in June with the understanding it would take longer than expected to reach completion due to supply chain, labor and material shortages. Excavation was complete in January 2022. Re-bar, plumbing and electric soon followed. Then we came to a full stop failing inspection 4 times. We are in month 13 and still dealing plumbing issues that continue to arise. This gives me very little confidence in the quality of workmanship and material used for our pool. I communicate diligently with my project coordinator via email so shes fully aware of whats happening. It can take days to receive a response and weeks to have service scheduled. Shasta also dropped the ball and somehow left out the gas line going to a built in BBQ on the plans given to their contractor. We have the correct plans and have submitted all of this information to the appropriate people 4 months ago. I have no idea where we stand with the plumbing, gas line and shotcrete. For a company that has been in business for 56 years, the customer *** is seriously lacking. How is it that communication is solely thru email and no one takes the initiative to return a phone call or text message? Your company cannot even provide an estimated completion date. I am very dissatisfied with this entire project and would not recommend using Shasta Pools to anyone that is researching a new pool. I hope to receive some sort of resolution by filing this complaint with the Complaintsboard.com.

May we signed the contract and paid the deposit for a new pool from Shasta. It is now June 2022 and NOTHING has been done, sans a spray paint drawing in the grass a month or so after signing the paperwork. Over a year and *** Communication is nearly non-existent from this company. The number of times Shasta has contacted us proactively to provide progress updates can be counted on one hand. Our salesperson, ***, doesnt return emails or calls. Last week we did receive a call from the pre-construction coordinator, ***, notifying us that all permits have been received and our file is now in the processing department. Beyond that, she has no other information. In looking at complaints on the Complaintsboard.com website, you can clearly see instances of people signing their contracts after we did (later in the year) but have already had their pools started, if not finished. How can that be? Our guess is money. We suspect the price on our contract is significantly less than the price the same pool is being sold for today. Although Shasta says, be assured that project priority has nothing to do with price, as we schedule all jobs in the order they are ready for the next phase in one of their replies to another customer, this is debatable and stinks of a blatant lie. For transparency, we signed at $37,000. In short, we believe that Shasta is not prioritizing our project because we were quoted prior to their price increases and now we are continuously kept at the back of the line. We want an actual timeline for this project that is clear and concise. We want a pool, and we want it soon.

We signed a contract with Shasta on June 26th, to build a new pool. We were advised of a 5 month timeframe before anything would happen. Then things would move along "quickly". The promised eta of completion of the build was to be completely done by early summer (as early as april). According to the promised timeline, excavation should have begun by December or or early January. Instead, excavation began on March 10th. The crew was also supposed to demo (removing trees and rock) our entire yard for the pool decking and landscaping. Unfortunetly, as of April 11th, we are only to the rebar stage with electrical MAYBE happening in 2 months due to backlog. I have sent emails, texts, and voice messages without any response, or a firm and favorable answer. Most of my correspondance, however, go flat out ignored.Looking at reviews online suggest that I am in danger of facing many more months of delays, and our early summer completion date is in jeapordy (at this rate, our pool construction will be completed in fall of 2022 or early 2023).In comparison, my friend signed with *** Pools in November and already has excavation, rebar, plumbing, and electrical done, with Shotcrete upcoming.I am really hoping you can assist me in this situation, so we can have the beautiful pool we were promised by May or June 2022.P.s. as a minor complaint: I used similar discriptions in this email on Shasta's *** and (in condensed form) on Shasta's *** page. My comments were not only removed, but i was blocked from both platforms. Not sure why whomever handles their social media was compelled to take such an extreme reaction.

I went into contract with Shasta Pools on July 15. I was verbally told my pool would be complete in October. Delays occurred which I would argue were caused by and the responsibility of Shasta. It is now January 6th, 175 days since I initially signed my pool contract and there is not even a hole dug/excavated in my backyard. I have sought feedback from peers who are under contract with other pool companies, every person I have reached out to went into contract later than me and has at least excavation complete (sometimes more). I sought out other Shasta customers via social media to inquire about progress on their pools and have found customers signing contracts as late as October who now have significantly more progress on their pools than I do. I have sought feedback from other local pool companies who tell me they hear stories like this all the time about Shasta.Historically I would argue I have had to chase and *** Shasta for updates on progress. Often times when this happens, we find out Shasta dropped the ball and my communication is what drives progress. The number of times Shasta has contacted me proactively to inform me of progress in the last 175 days might be about two.At one point I even sent a certified letter to Shasta / my sales rep asking for termination of my contract by way of mutual agreement. The request was declined by my sales *** is language in my contract which makes it seem as if the contract is null/void after 6 months (which we are rapidly approaching). I mentioned this to Shasta and asked if we could amend the contact. The response I received was, dont worry, we will hold the contract.To summarize, my problem is the fact that I am currently 175 days since signing my pool contract for somewhere between 65k-70k and there has been no tangible progress in my backyard.

We signed a sale agreement or contract not sure name of it for a pool to be built. We were told *** months for completion from the day we signed. It has now been over a yr and the pool is not even halfway done. Every step of the way has been pushed back. We waited 3 months for electrical and they were here for maybe 2 hrs to do it and this was after we called 2.5 months into the electrical wait and asked what was the hold up. We were also told no one had even looked at our account in months by our new planner person and that was part of the reason for delay. We are now being told it is over a 5 month wait for shotcrete. We are unable to refinance or sell our home due to this fact as well. We just want the pool to be completed and in a reasonable amount of time. There are other people in our neighborhood who have signed their contract with another company in January and their pool is in the finishing stage for completion within this month. During the excavation they came and left saying we needed to pay an extra $1500 to remove 2 tree stumps that were priced out at $100 a piece saying that the roots were to big and that the dirt they were removing was dirty dirt and they had to pay extra to dump it due to roots being in the dirt. they also ripped a hung off our gate and said it was lose before they started. I sent multiple pictures showing tire marks on the wall from where it ripped off and we went back and forth with them saying they didnt do it. They finally admitted it and fixed it over 2 months later. Meanwhile our gate was broken and our kids and pets could get out and others were easily able to break in to our backyard if they wanted to. They also refuse to do any type of compensation due to the extreme delay and in my opinion negligence of planning of any type to have the pool finished in any type of reasonable time period as promised.

We signed a contract with Shasta in August , and were told that we'd be swimming by August 2022 at the latest. So far we've had excavation, rebar, electrical, and plumbing complete. Pipes and rebar have set exposed to the harsh *** elements all summer causing concern on our part for how things will function once concrete is poured over it. Not to mention the rebar is already rusted from all the rain we've experienced! The reason for the 5 month shotcrete waitlist/delay that we've been told is due to shotcrete shortages. My wife and I have called several shotcrete companies and they have all said Shasta sending bids from them, but the shotcrete companies won't accept Shasta's bid because it's below market value pricing.When asked about lead times for going direct through those shotcrete companies, they all quoted us ~5-8 weeks from providing quote to pouring shotcrete. Why are we waiting 5 months Shasta? Is this simply a margin/money thing? Because it's appearing that way to us. We know you're contractually obligated to complete the new build pools, specifically in the Union Park neighborhood within 90 days of escrow...atleast those people have an end date in sight vs the rest of us who are left to wait because you took on way more jobs than you could handle in 2021. Based on projections to pour shotcrete (January 2023), we will be without our backyard and pool for 20 months since we signed our contract (Twice as long as projections at the time of signing). What's the deal?! Tell the truth to the *** consumers who you pulled city permits for in 2021 or start offering some financial concessions for our inconvenience!Lastly, the people we've been assigned to communicate with have terrible response times or no response at all and we've had to engage with higher *** to get a response at all and get things moving. Why are we paying Shasta to manage the project if we're policing things ourselves?

On 6/25 I signed a contract with Shasta Pools and Spas to only replaster the pool (our tile and cool decking was perfect. During the demo process they damaged tiles and tried to replace them with tiles that looked nothing like the original.. Subsequently they retiled the entire pool, however the craftsmanship was not acceptable and the tile people had to come back at least 4 times to retile different areas. That portion ended up being somewhat acceptable, however we are not completely satisfied (Note: the tile is a different size). Finally came the replaster process. The trowel job is very wavy and there are deep troughs in both corners, full depth, on the deep end. I know this is hand troweled, but even other pool remodelers have commented since "that they have never seen anything like this workmanship". After replastering and before they step foot on the property to acid washed and filled the pool we asked to meet with the local manager via text to discuss and issue and view the work, rather than agreeing to meet he sent his finish crew over to clean, acid wash and fill the pool despite our insistence that they not step foot on our property without meeting. Prior to the acid wash they were again told to leave to which a worker called my wife a filthy name and poured the acid and continued to wash down the pool. The police had to be called for trespassing and property damage, finally the work ceased (March 11, 2022) and the workers left the back yard prior to the police arrival,. In addition to a marginal tile job, sub par plaster job there was damage to our cool decking by workers. Subsequent to the replaster debacle, we have not been contacted by Shasta to discuss the issues. We have text messages and video surveillance all date and time stamped as well as a police report to support our claim. Adding insult to injury, our 28 year old disabled son in unable to do water therapy because we have no functioning pool.

In late May we called Shasta Pools Repair service to repair the concrete pad under the pump is cracked and the rebar is showing through the cracks. They scheduled to come out to replace the pad on July 18. They were supposed to call the day before they came out to let us know when they would be here. No one called. We called them, chose the extension to check on the status of a scheduled service. An automated voice answered and assured me that my call was very important to them, and it kept telling me that repeatedly and giving me the option to leave a voicemail, which I declined and just kept holding. It continued telling me this for an entire half hour, at which time it automatically switched me to the option to leave a voice mail (which I did). We then called back and tried the extension to set up a service call, thinking they might be able to find the information. After a brief period of time, the call disconnected.So we called the corporate number I found online. I explained that I was just trying to find out if we were still scheduled for service. She couldnt tell me, but she said shed email the team and ask them to call me as soon as possible. Shortly thereafter, but they called to say they did not have us scheduled for service. I told her about the service call that we had set up. She checked and then told me that the service call to replace the pad had been cancelled because they are not allowed to give estimates over the phone. But they had given me a price quote ($155.). However, she said that had been a mistake, and since they werent supposed to quote the price over the phone, they had just simply cancelled the service. They did that without telling us or bothering to set up another appointment. We now have our house on the market and need this fixed. They said wed have to set up an appointment for have someone come out and give us an estimate. They cant even do that until August 3. This is not acceptable. We need this repaired now!

We have had so many issues with getting communication from Shasta about our project. We signed a contract back on May 21 and were we sold hard. The design process and contract signing were a wonderfully smooth process. Shasta has of course made it a point to not guarantee any dates, led us to believe that our project would be finished before April 2022. There were many excuses about industry material availability, which we totally understood because the state of the world and the pandemic.The hole was dug on December 21 and things seemingly got rolling pretty quickly. Plumbing was installed February 4th, then rebar right after on February 7th, 2022. Electrical came twice first on March 30th, then on April 28th. This is when we started wondering about the project completion timeline.Somewhere around February, our project manager stopped working at Shasta so we were assigned a new project manager. We never received correspondence from this person by either phone or email, or any form of communication. All information was given to us by someone assisting that person who didn't seem to know much about our project. After electric was finished, we were told it was then about a month wait for shotcrete so we gritted our teeth and said "ok." This is when Shasta went Radio Silence. I had such a hard time hearing back from Shasta. Emails, phone calls, voicemails were left, BEGGING for updates. Our project seemed forgotten! Once I finally heard back they told us "oh probably another month" then a project that we referred that signed contract 5 months after ours got shotcrete THE NEXT DAY. So we complained to the person managing our project and they basically said "sorry, but that's our schedule." Finally we were told that we would be on the docket for first week of September, but now have been pushed back again because OTHER projects have damage due to storms. If the project was finished when originally planned, storm damage would never have been a problem!

We signed a contract with Shasta Pools to build a new pool at our home in March. In the time since, the disign has been done, permits where issured and the excavation was done in Sept. The last week of Sept, the rebar was installed, but with missing rebar in the steps area, plumbing was installed in Oct. No work was done in the month of Nov, with Shasta's office saying that the electrician was no able to get materials for the job. In Dec, after telling Shasta that we where looking at going to *** about a complaint, the electricians came to do some of the electrical work. We also found out that the building permit had expired on the 6th of Dec. The electrician wanted to trench across our yard to run the wiring with out a current blue stake. The electricians ran conduit and wiring under the eves of the house to finish the wiring of the electrical panel, all of the electrical work was done with out a valid permit. A new permit was issued the first week of Jan, but was not posted at our home till the 24th of Jan and the inspector coming out for the inspection on the 25th of Jan. Today we where told that it would be 60 to 75 days before shotcrete would be done for our pool. At this time we have a hole with rebar sticking up in our yard, we also have a trench that is a fall hazard. We are still waiting on Shasta to redo the rebar, fill in the trench in a timely manner. Our contract stated that 8 months was the norm from signing the contract to being able to swim in a pool, we are 10 months into this contract and with what they are telling us, it will end up being aprox *** months befoe this pool is finished. We have made our $500 payment when the contract was signed and $10000 payment when the excavation was completed. The next scheduled payment is when the shotcrete has been completed. At this time there is no firm dates for any work to be done and we would like to get this finished so that we can get onto getting the landscaping done before the summer.