Pool waterfall with slide8/15/2023 I called 4 times and I finally get a call back and I’m told that the cancelled our job because it was to small a job for them to take on right now. Finally we are scheduled, the guy comes out during the summer and we are told that they can’t install it right then because the weather is to hot and they have to remove some of the pool water and it would not be good to do until the weather cools off, so we wait, no one ever got back about scheduling the job. I had Omni come out to discuss having an Auto fill put in our pre existing pool before June of this year, after waiting months for them lock down a date for install and paying them half as a down payment, we waited and waited. We greatly appreciate everything he has done for us. Unfortunately, its other members of the teams that take the lead after the design is complete, but we reached out to our designer for additional help because he was so thorough. He was excellent, always helpful, and a great communicator. The core issues with our experience with the company have been the severe lack of communication, lack of direction, lack of answers or correct answers when multiple questions are asked, and feeling like we are not valued customers.The only positive experience associated with the company has been our designer. We felt our concerns and interest in having better communication completely disregarded, which eventually even worsened over time.We understand delays can happen and covid can bring about new challenges. One of his responses was that they get paid as they go and why would they intentionally slow anything down. The large amount of extra caliche was a concern the second it was left behind after excavation and it ultimately resulted in us having to fix it and instead of it being removed by Omni as promised.We reached out to the co owner to express our frustration and concerns for bad communication. We spent over a week and a half re-distributing it and getting rid of massive rocks pushed into the ground. This resulted in a large mound surrounding the pool, which was substantially higher than the level of our original ground. We asked for this to be removed multiple times and when it was time to do so, the large amount of caliche was instead compacted into the ground. We have had specific requests for accessing our backyard because interferes with a neighbors driveway, and these requests were disregarded repeatedly as well.We had asked for a little bit of dirt to be left behind after excavation, but there was a tremendous amount of caliche left behind instead. If I did not have a flexible work schedule because of covid, material would have been dropped in the front of the house instead of the back, and workers would not have add access or direction to get to the backyard (which probably would have delayed the project even more). I have had to re-direct workers to our backyard entrance very early in the morning and multiple times throughout the day because they don’t know where to go, along with having to unlock our backyard entrance on days that weren’t on the schedule. Purchasing a pool has been without a doubt one of the most expensive investments we have ever made and the customer service could not have been worse.The scheduling has been extremely inconvenient. We have had workers intentionally and unintentionally damage our property, in addition to workers urinating everywhere, including on a brand new and expensive gate put in for the pool construction. We have not been guided throughout the process and it has been incredibly stressful. It’s very common to not have our questions answered, not get a response, or be told misinformation entirely. The communication has been beyond horrible. We would not recommend their company to any family or friends. We have had a horrible experience with Omni. I would recommend Omni Pools for any new pool construction or repair. Omni uses the best parts and has great warranties on their parts. The project fully completed by mid March. He communicated with me in a very professional and timely way via text and made me feel like a valued customer. He had his gate guy fix both my gates, provided me with door alarms, and made sure the project got finished in a timely fashion. Veronica and Ventura worked closely with me and Ventura, as project manager, made every effort to take care of all the little things that needed to get done. All of the subcontractors were great and completed their work on time. I waited a couple of months to begin construction because I had other house projects but we began work in early December. He got a design to me and I changed some things and then he modified it and gave me the final design and contract. I reached out to Tom and he immediately started working with me. I first heard about Omni Pools from a friend from church.
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