Gary's Pool & Patio Store

Our experience has been a nightmare with this company. We signed our contract in July of last year. They told us everything was included in the contract price and that they do not contract out their work. They told us that it would take 6-10 weeks for our pool to arrive and 2 weeks for complete install. Signed contract in July. Pool didn’t arrive until December. Concrete wasn’t installed until this April and still is not done. Still don’t have warranty paperwork. No one knows anything when you call them and they play ignorant and have told me they don’t know anything about their contractors. What?? They want to sell you a pool but they don’t want to deal with customers or contractors. If you are a first time pool buyer, it is a huge risk to engage with this company. They will not educate you, follow up with you, or help you through the process. Then, they will blame you for not knowing the process and cost overages. Two days before pool install, they sent me a text to let me know that suddenly they needed an additional $2300 on top of the $2500 we already gave them for the crane expense. Our fence was down for 2 months and when they put it back up, it was damaged, crooked and had uneven gaps and nails missing and nails sticking out. I still don’t know if they plan to fix it. Our Sprinkler system was destroyed because they came through with their heavy equipment on a rainy day. Destroyed our neighbor’s sprinkler and yard too which they agreed to fix but they are now refusing to repair our sprinkler system in the shared area where they came back to install our neighbor’s pool. This company is unethical. Almost a year since signing our contract and I literally feel like crying when I look at our pool everyday. For the expense, it is so far from what we had envisioned. I’m so embarrassed about the quality that I don’t feel comfortable having anyone over to see it.

Very satisfied with the service and the product! Felix our sales rep was AMAZING! And Mike our project manager called me daily with updates! The pool is beautiful and to this day they still provide exceptional service! Stopped in and Felix and Freddy were so helpful with my pool maintenance needs! Thanks guys!

We had our pool installed by Gary’s pool and patio after really shopping around. I think the professionalism of Freddie the sales associate is what really sold us. The pool is great but most of all the continued service is awesome, they are always pleasant I am looking forward to my sister in law to have a pool put in by them as well.. I can call Freddie day or night and he is so knowledgeable and always willing to help.

BUYER BEWARE! I'd give them zero stars if I were able to. Our pool installation started over 7 weeks ago. We are no further along than we basically were at week three. The deceptive and incompetent practices of this business are mind-boggling. We began pool installation over 7 weeks ago. At the time of signing the contract with the OWNER of the company. He told us it would take 2 weeks. The Job foreman a few days later said "no, it takes 3 weeks." Almost a month into installation after a 10 day period where NO ONE from Gary's Pools and Patios returned our calls or called I finally received an email back from the General Manager when I told them I would not be paying on the loan to their company until our pool was completed. Every time I actually do get any information from anyone working there, I get a different story. During the installation, they damaged the fiber glass edge (see photo). I've asked for it repaired prior to concrete decking to insure stability. No response. The Saltwater chlorination System - promised we we purchased the pool, was not immediately installed. Then they said they had to order it. Nearly 2 weeks later it arrived in San Antonio. Five days later they finally installed it. We finally plugged it in and got it programmed, because the employee they sent to do it, had no idea what he was doing. Didn't even bother to look at the manual that came with it. Our entire yard is trashed, because they didn't load the dirt to immediately be hauled away, instead they piled it on our lawn. We now have an uneven, muddy mess. They also broke the sewer clean out access when they removed the dirt. I've asked for it to be repaired for over 4 weeks now. Still not repaired. Ive got bricks placed over the top to keep dirt, water and critters from getting into our plumbing system. The Concrete Decking - offered "free" 3 foot perimeter deck. This is a HUGE joke! The pool install is not complete without it, so it's not at all "free." It's just a sales gimmick (trust me... you pay for it) I asked since day ONE for the name and contact info for the concrete contractor. I wanted to talk about Kool Decking and color options. We've been told they don't know who it's going to be... there are two different ones working on other jobs for them and whoever get's done first. They keep saying there are people ahead of us on the concrete side. Fine... but let me talk with the contractor in advance so they know what we want! Now, after 6 weeks of installation, saying they would get us a contractor, we've finally been told we need to get our own concrete contractor. Thus far we've interview 3. None will work with Gary's due to being owed money or how cheap he wants it done. We are having to pay above and beyond to even get someone to work with us, and we are weeks out due to them being booked. If I had gotten a straight answer from Gary's when I first asked at the beginning of installation, I would have had a contractor booked. We will be waiting at least a month due to late notice booking. We have also been told that we just need to sign our finalization paperwork prior to them releasing funds to pay for concrete. I will not sign a paper saying the work is complete when it is not complete. How in the world can they expect us to sign a paper saying the pool is complete with my backyard is a mud pit and there is no concrete even beginning to be framed in. Additionally, they overcharged us over $1,400 at the beginning. Money that is supposed to be allocated to concrete. Now we are struggling to get a check back from them so that we have funds to pay the deposit with the concrete contractor. Be careful! What they have allocated for concrete is about half what it will actually cost, so you'll owe more money to the concrete contractor above what Gary's Quotes you. This whole job has been a disaster! Buy from someone else! Don't use Gary's!

Project took longer than they said it would, And we had to call them many times to ask when willl came to finish the work.