Kim F Nuf

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Problem after problem. Do not use this company.

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I had my pool started around January 2019. By June, it still wasnt done.

I had to get on them to get it finished for a Fourth of July party that I had planned, which they did. Shortly after, the deck boards started lifting. They did come back and fix that, but its still an ongoing problem. Since then, my pump stopped working and I found out that the pump they installed isnt even legal in the state of California.

Not sure if it was legal at the time of install. I had my pool guy replace and cost me a lot of money. Now my deck boards are lifting in many places due to the screws that they used. They are rusting and breaking and causing the boards to lift.

Now the boards that the pool ladder is connected to are lifting as well. The piping that goes along the inside of the pool to hold the liner in place has been coming out since shortly after the pool was finished. Ive spent so much time trying to get it back in. Now the piping is coming off completely and the liner is falling out.

I paid them to remove shrubbery and stumps and clear all vegetation from the yard and now I have something growing under the liner. I emailed my salesman and he informed that the warranty on almost everything except the liner is only good for a year.

He told me to tap the piping back in myself. Everything else was no longer under warranty so too bad.

I have emails and photos to prove everything.

View full review
Loss:
$4000
Cons:
  • See review

Preferred solution: All issues fixed free of charge

User's recommendation: Do not use this company. Get a regular pool.

kathleen s Fgc

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Anaheim, California

It's only been one problem after another.

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Cosmetic issues and now filter problems, and it's only been less than a year. I hope they read this post and would try to resolve these issues and prove they're a good company, but so far it hasn't been.
View full review
Loss:
$1000
Cons:
  • Quality and customer serivce

Preferred solution: replacement of product

User's recommendation: Think twice....

Claudia C Ytc

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Victorville, California

My under Ground pool water is coming out of it

Secard Pools - My under Ground pool water is coming out of it
Theyre not helpful or considerate. They had Shut down my water the water company because my water meter was going crazy and Im probably gonna end up with a big water bill and I have no water to take a shower
View full review

Preferred solution: For them to fix it

User's recommendation: Do not do business with them you will regret it

Dennis M Zai

5 months and no work

We started our pool process in November 2020, hole was dug and plumbing was finished December 18th. They keep giving us the run around that their waiting on our gate, electrical and they dont have our liner. I have been contacting them weekly and still just the run around. Its been 5 months with no progress. They are rude and dont care about their customers only making money.
View full review
Pros:
  • Products
Cons:
  • Terrible customer service
  • Salesman

Preferred solution: Full refund

User's recommendation: Do not buy their pool, go somewhere else.

Lorna Wws

SECARD POOL NIGHTMARE!! DO NOT HIRE!!!!!!!!!

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STAY FAR FAR FAR FAR AWAY FROM THIS COMPANY. YOU WILL BE VERY SORRY IF YOU HIRE THEM!!!!! THEY WILL TAKE MONTHS LONGER THAN THE CONTRACT SAYS, THEY WILL OVER CHARGE YOU BY THOUSANDS OF DOLLARS!!!! THEY WILL CAUSE PROPERTY DAMAGE TO YOUR HOME, THEY WILL IGNORE CITY INSPECTOR'S RECOMMENDATIONS WHICH IS THE CAUSE FOR EXCEEDING THE CONTRACT TIME FRAME. THEY WILL NOT, I WILL REPEAT, WILL NOT ALLOW YOU TO SPEAK WITH ANY MANAGER OR OWNER OF THE COMPANY. THE ONLY PERSON WHO YOU CAN SPEAK WITH IS THE SAME PERSON WHO WILL CAUSE YOU GRIEF. THE OWNERS ARE COWARDS AND DON'T WANT TO OWN UP TO THE GRIEVANCES THEIR CUSTOMERS HAVE!!! FEEL FREE TO CHECK OUT MY 1/17/19 COMPLAINT ON YELP UNDER THE RANCHO CUCAMONGA, CA LOCATION FOR MORE DETAILS. I NOW HAVE A POOL THAT WAS SUPPOSED TO FINISHED IN AUGUST THAT DIDN'T FINISH UNTIL MID NOVEMBER THAT ME AND MY FAMILY CANNOT USE NOW BECAUSE ITS WINTER AND THE POOL IS FREEZING. THERE IS NO HEATING OPTION BECAUSE THE SOLAR COVER THEY WILL GIVE YOU HAS NO ABILITY TO STAY ON, BLOWS OFF INTO MY PLANTER 100% OF THE TIME. THE SINGLE WORST MOST REGRETTABLE DECISION OF ALL MY LIFE!!!!! PLEEEEEEEEEEASE SAVE YOURSELF FROM THE NIGHTMARE I AM STILL DEALING WITH AND FIND A DIFFERENT POOL COMPANY TO WORK WITH.
View full review
Loss:
$5000
Cons:
  • Breach of contract - delayed job
  • Failure to comply with city inspector requests - delayed job
  • Salesman
Reason of review:
Work Experience or Job Application

Preferred solution: Price reduction

3 comments
Guest

Thanks for the information. My husband did not bug me to go with Secard Pool after I showed him the low rating and your review. Thank you so much for taking time to share your experience.

Guest
reply icon Replying to comment of Guest-1697892

Wow. So many bad reviews.

It all boils down to who owns the Company now and their integrity and honesty.

We are currently eyeing a $16K 8X12 ft (11 person capacity) spa. All these complaints got me seriously wondering now…

Guest
reply icon Replying to comment of Guest-2165326

DO NOT BUY ANYTHING FROM THIS COMPANY!! THEY ARE THE WORST AND DO NOT CARE ABOUT THE CUSTOMERS.

YOU HAVE TO TAKE THEM TO COURT TO SETTLE ANY DISPUTES!!

ALL THEY DO IS LIE LIE LIE!! ALL BS.

View more comments (2)
Featured
Dee T Obi
map-marker Menifee, California

Very Disappointed

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Secard Pools - Very Disappointed
Explore video interviews
Updated by user Aug 05, 2019

Fast forward to July 2019. I was enjoying our pool and noticed under our waterfall the liner looked like it was hanging down.

I took pictures and although I didn’t want to have to...I called Secard and spoked to Ashley. She told me to email her the pictures to review....

Updated by user Jun 05, 2018

Since my last post, we got in touch with Robert at the Rancho Cucamonga location. He said that they only had one leak detecting person and he would try to send him out on Thursday 6/7.

In the meantime...we found the leak. I have a video using the food coloring method...

Updated by user Jun 01, 2018

Looks like we may have a leak!! Yes folks this nightmare is not over!!

My husband noticed yesterday that water was pooling around the pool! Its Friday 6/1 and I don't expect anyone to get back to me for few days, but now we have to determine if the Liner is leaking.

Updated by user May 22, 2018

Finally the liner was installed. But before they installed it the workers from Seacard jack hammered some of the repairs we had our mason do.

Yep they re-repaired what we had paid another $200 for even though Vincent said on 4/29 it was ready. So the pool has been...

Updated by user Apr 29, 2018

So we found a mason to repair the brick. $3,800.

He did a really good job and so my husband scheduled Vince to come out today 4/29 to look at the work and tell us if it was good to get the liner. By the way, he’s an idiot.

He told us it was a sand bottom pool. Guess...

Original review Apr 22, 2018
Our sales person Vince, came out gave an estimate on a vinyl liner replacement. He saw that we had pulled up some of the top brick because it was loose. I asked him if we should replace it before the new liner gets installed and he said no.
$1,760 later...the installers came and said they couldn’t put the new liner in because the cement block was not in good condition. The installer told me to call Vince. I called him. He told me he would call his construction people. He called me back a couple of days later and said that they couldn’t fix the damaged cement block and that I needed to call a mason.
He also told me that I wasn’t getting my money back and I could sue for it. I asked him for the number of somebody else. He gave me the number to the construction manager Brian.
Brian told me that yes they could fix it and he didn’t know why Vince said they couldn’t. He (Brian) gave me the number to their sub who does occasional work for them. I spoke to Ramon for about an hour and he basically said I should try to get my money back and start over.
I have left 3 messages for Brian and have not gotten a call back. I am at a loss with a green swamp looking pool with a bad liner and out 1,760 dollars.
View full review
Loss:
$1760
Pros:
  • Choice of liners
Cons:
  • Terrible customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

5 comments
Guest

Thank you so much for clarifying what this company is all about. I know you are not lying about their customer service, it horrible, i an searching for a pool contractor to install me a pool, i would not use Seacard if they offered me a pool free. I would never install a vinyl pool for or thing and I hear Seacard Pools don’t have a drain so if someone *** in the pool you will not be able to drain the water, is that true.

Dajaun Nwa

This company is terrible, feel like i got so ripped off for $42,000.00. I got a poorly constructed expensive pool!

Guest

We here at Secard Pools thought it would be appropriate to tell our side of the story relating to this video. This customer met with our local Sales Manager who has been with our company since 2012.

Our Sales Manager has helped hundreds of families with building new pools as well as remodeling existing vinyl pools. The customer met with our Sales Manager, Vince, in 2017 because they wanted to replace their pool liner. At the time of inspection, the pool was full and operational. During the inspection, Vince asked the customer if they wanted us to replace or fix four visibly loose bricks in their coping.

The customer declined and stated that the husband was a mason and that he would fix it himself. They advised Vince that at the time they were not financially ready to do the work. A year later we entered into a contract to replace the pool liner only. At the time that the pool was inspected, and the contract was entered into, the pool was completely full of water.

In a vinyl pool, the vinyl liner fully covers the structure of the pool. There are times that we may encounter unforeseen issues that there is no way to see prior to the pool being drained and the liner being removed. This is what happened in this customer’s situation. The pool was not built by Secard Pools.

The pool was drained and the liner removed and additional unforeseen problems became apparent. We informed the customer of the condition of the pool’s structure once visible. The structural wall repairs that were necessary were extensive and not something that was within the scope of work that we were contracted for. Mrs.

made several demands that we should do the work for her at no cost in which we did not accommodate. When Vince gave the customer the unfortunate information, and let her know that we were not interested in being contracted for the addition repairs he at that point recommended that she consult a local mason. At that point Mrs. called into our construction office stating that Vince was not helping her and demanded that she never have to deal with him again.

Upper management spoke with Mrs. and she was again informed that the structural repairs were extensive and not part of the scope of work we were originally contracted for. We at that point recommended two licensed masons that she could consult in attempts to help her out. We sent our Field Supervisor to meet with the customer at their home and offered free consulting on how the repairs to the pool should be done.

A couple of weeks went by and we inspected the repairs by another party for free and scheduled the pool’s liner to be installed. Additionally, the tracking of the pool was missing because of the replacement of the top section of the pool’s structural wall by others. The track is used to hang the liner during the installation process. A change order was added to the project for us to replace the track which was signed and agreed to by the homeowner.

Furthermore, during the structural wall repairs by others the pool’s wall foam padding was also removed and new foam was required to complete the project. The customer did not want to pay for the wall foam, so to accommodate the customer Vince offered a roll of foam for free to the customer so they could install it themselves at no charge. Vince went over how to install it with the customers to help them again to save money and get their pool project complete. Unfortunately, the customer ended up having a warranty situation on their new pool liner shortly after installation.

A new liner was immediately ordered and installed shortly afterwards at no cost to the customer.

During this time, we had to send the customer through our collections process in which we were finally paid four months after their project was complete. Since 1958 we have been family owned and operated and have helped thousands of families achieve many years of family fun.

Dee T Obi
reply icon Replying to comment of Guest-1672371

I love how this person posted Anonymous! Your side of the store is mostly inaccurate.

But I understand why you would post lies so that you can try to salvage your sorry *** reputation. Let me clarify: Vince NEVER asked me if I wanted THEM to fix the loose bricks. I asked Vince, if I should get them fixed before we scheduled the liner replacement. I never said that my husband was a Mason.

My husband is a maintenance tech for a school district. When we were ready to get the liner installed, the INSTALLERS with the Liner on the truck were the ones that told me I needed to get the brick replaced and new track...NOT VINCE. At this point the pool was EMPTY. I never demanded work be done for free.

I was out $1,760.00 and NOTHING had been done by Secard. I had to hire a mason that I found on Facebook. I told Vince forget it. I want my money back and he said NO.

SUE US. So we were forced to get the work done. I spoke with one Mason from Secard. RAMON told me to try to get my money back because it was too big of a job for him.

This company only referred me to one not two masons. As far as the foam padding goes, I never said I wouldn't pay for it, Vince or somebody at their office GAVE my husband the roll. I though it was part of the cost, I never said I wouldn't pay for it. And yes, shortly after it was installed, it started leaking and flooding my backyard.

I found the hole myself because it was taking them a while to get someone out to look at it. They said they only had one person that does leaks. I did not get sent through collections. Ashley called once a week or so for about a month after the final installation to collect the $200.00 balance.

She sent a lien notice if that's what you call a "Collection Process".

I took my time but yes I paid them but it wasn't 4 months later. I tell everyone I know not to use this company if they can help it.

Guest
reply icon Replying to comment of Dee T Obi

Thank you for taking the time to share your experience. It is very helpful to us.

View more comments (4)
Kim W Uvq
map-marker Rancho Cucamonga, California

Regret supporting this company

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Here is a copy of an email sent to Bob Cannon, Operations Manager at Secard Pools, summarizing my initial experience:

Bob;

I am reaching out to express my frustration and utter shock concerning issues with my recent purchase. On June 3rd, my husband and I saw an ad on Cal Spas website supporting your parking lot sale at the Menifee location. We went to the sale where we purchased an 18'x30' Summer Breeze above ground pool from Rick. We were told this was the largest pool you offered. The pool had to be ordered, but were advised it would be in within a week and half, if not sooner. Rick was new but really tried to do his best to answer our questions. Upon going inside to complete our payment on this transaction, we attempted to inquire about a Cal Spa motor/pump part for our spa. Rick asked the gentleman who sits near the wall, bald shorter man, to help us. RUDE was an understatement, how dare we interrupt his day. Had this been our initial experience, there would not have been a purchase, I would not support a business who thinks it is appropriate to treat its customers that way.

In preparation for the pool, I went online to download the instructions, where I noticed sizing guide depicting a 22'x42' pool. There was no answer at the Menifee location, so I called the Rancho location as that is where we were going to pick up the pool anyways. The receptionist wasn't sure, the sales person, Aaron, was on another call. She did go the extra mile to try to find out, which she confirmed in fact there is a 22'x42' option. For pricing, Aaron had to contact me back. When Aaron return my call, he confirmed the larger pool was in stock, but because the original purchase was made through the parking lot sale, I would need to contact Rick. This was on June 12th. I tried calling Menifee, left a message. Two days later, I went to the San Bernardino location on my lunch as Rick said he worked there during the week. The sales person confirmed, again, that there is the larger pool, he would make some calls about pricing and get back to me.

On the 16th, I finally got a hold of Rick in Menifee. He wasn't aware of a larger pool, when he asked his manager, he basically said I was crazy, wrong and didn't know what I was talking about. He told Rick to get me off the phone, if I didn't like the answer he was giving me, call Rancho on Monday. When I asked what the status on the original order was, again, I was told to call Rancho on Monday. I still have no idea when the pool will be available.

I am flabbergasted! I don't think I have ever had this much difficulty giving a business my money before. Basic Economics will tell you, without buyers businesses fail. In a customer service based industry, professional courtesy goes a long way. I am beyond frustrated.

Because of the contract, the sale was final.

Within the hour I received a follow up call from Mr. Cannon. He said he would look into matter but the upgrade would cost an additional $2,900. Wow!! I can buy an above ground 18'x45', metal sided pool with a 6 foot deep end for thousands less, so I declined. With the delay in being told the pool was in, we had to schedule additional time off of work to pick up the initial purchase, which was the following week. Mr. Cannon said to call Brian and let him know when we were coming so that they could pull the pool from inventory and have it ready. We called three to four hours before arriving. We waited basically an hour for our purchase to be pulled. Then we were almost shorted the pump/motor. They shipment of the ladder we purchased was taupe-none of their above ground pools have browns, they are white and blue. Nothing that we were told was followed through upon.

We were a means to profit, nothing more. You would think that a company that has been around for decades would understand how and implement efficient customer service. I would not give this company any more money- I work to hard for it. I hope you will think twice before buying here.

Kim

View full review
Cons:
  • Terrible customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

4 comments
Guest

I want to know where you can buy a 18 by 45 metal pool with a 6 foot deep end for thousands less ? Sounds like BS to me !!!!

Guest

Does your filter pump motor have a warning label stating "This pump shall not be used as a POOL FILTRATION PUMP" in the State of California? The one they installed at my Daughters has that label.

Guest

Thank you Kim. I was thinking of buying an above ground pool there, but after reading your comments i am glad i read this b4 buying.

Thx once again, Kim. Hope u the best on haaving a good pool with good service.

Guest
reply icon Replying to comment of Guest-1699511

Your very welcome. The issues continue .

..I have spent so much trying to keep the pool from going green. It has been drained 3 times this summer, not able to use it once.

We were told the pump was not big enough for the pool. We paid to upgrade this, so frustrated.

View more comments (3)
Darlyn Ugs
map-marker Hesperia, California

Islander pool liner track

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Secard Pools - Islander pool liner track
Made several phone call secard in hesperia and issue has not been resolved. I really appreciate a return call and resolve the problem
View full review
Loss:
$2500
Pros:
  • Choice of liners
  • Products
Cons:
  • Delays to install
Reason of review:
Poor customer service
Landen Dsg
map-marker Pretoria, Gauteng

Talk to Shad!

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Secard Pool's, Shad and his Dad, have been kind and of help to me, as well as supplying me great pool equipment! I just wanted to tell Shad so..!
View full review
Reason of review:
EXCELLENT!
Veronica Byt
map-marker Pico Rivera, California

Horrible

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When we had liner replaced they made *** in it on right corner and since it was in the corner they didn’t want to replace it with a new liner. Bunch of idiots
View full review
2 comments
Charmine Xhs

So what was the outcome, It seems like Im having the same issue. They came and perform Re trowel 2X and than they tell me that I have to pay for Labor.

Please let me know what you did so that I can question or know what are my rights. Please post as it is urgent to me.

Guest
reply icon Replying to comment of Charmine Xhs

They didn’t provide me with a new liner. They are horrible!!

Secards pools shouldn’t make you pay for labor. We need to all file a complaint.

View more comments (1)
Anonymous
map-marker San Bernardino, California

Completely Disappointed

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We placed pur order for a pool on march 28th, 2016 so that we could secure a date once our escrow closed. The dig started on july 11th, it is now Dec 26th and we still have just *** in the backyard.

So many delays on THEIR part did not stop them from pulling against the draw for work not done. After months of no communication, terrible service, snarky attitude from Brian the construction MANAGER, nothing being done, we lodged a formal complaint with the finance agency in November. That got Secards attention for a minute, we were told were told we are priority. But nothing has changed.

Called today to find out what is happening and i was told that construction is off this week. This was the final straw and now i am contacting attorneys.

View full review
2 comments
Makynli Cmg

Hi I am also in a construction nightmare with seacard what was ur out come if u dnt mind me asking I'm trying to figure out my ne,t step here thanks

Guest
reply icon Replying to comment of Makynli Cmg

Hi, I am having an issue with the liner that keeps getting wrinkles and was just told that they are only supposed to do the retrowel once and that it is not covered under the warranty, can you contact me to see what we can do. 951-205-****.

View more comments (1)
Anonymous
map-marker Pico Rivera, California

Dishonest and misleading

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I bought my pool from secard 12 years ago and it was time for a new liner, i called Greg the guy who sold me ghe pool and he came out and gave me an esfimate to replace the liner and ghe pool light, the crew showed up and started working and then i get a call from Greg telling me that the light he already included in tbe quote was going to be an additional $800 to $1000 to install plus would require destroying a portion of my deck or i could just not replace the broken light. I asked him go have his boss or his legal department call me, im still waiting for that call
View full review
Cons:
  • Delays to install
  • Poor quality
  • Warranty false advertising
Anonymous
map-marker San Bernardino, California

Unprofessional

We purchased a swim spa at the L.A. Co.

Fair. Everything seemed to go well while we were purchasing and everyone was very nice.The salesman made some promises he later did not abide by. We purchased a swim spa #1325 which was at the fair. When we received it, they filled it and it wasn't till later when I tried swimming in it that I noticed the colored sticker at the bottom was missing.

It is clearly there on the website for this model. This is important because as you are swimming against the current you need to be able to see the mid point of the spa or the current takes you to either side and you end up kicking the sides or back benches! After trying to get this issue resolved the salesperson would not return calls or messages, it took me 2 wks to get in contact with him. then he tells me that the swim spa I purchased was a 1325 American which has no sticker guide at the bottom and the one on the showroom was a 1325 Secard!

How was I to know the difference (they are identical) and why did they sell me the American when the Secard was on the showroom! Now they want to charge me $153. plus tax for the sticker and they would offer me a 10% discount for the misunderstanding! Are you kidding me!

Then I have to drain the large swim spa and refill! To make matters worst I had also ordered an aqua jogger included in my package, when I received it I knew it wasn't going to work out and when I requested an exchange for something else, they offered me $50. in store merchandise (they charge a few hundred!)I shared my disappointment with that so the salesperson Antonio Martinez said he'd talk to manager, Leanne Lengtat and later called me back to tell me they would not take it back or offer any credit because everything I purchased was a package deal!! Incredible and extremely unprofessional.

They will not share with me who the higher ups are in the company so I don't know who to call. I DO NOT recommend you do business with this or the surrounding locations that fall withing this manager's control!!!

View full review
Loss:
$600
Cons:
  • Hated that i used this company and have gotten nothing but grief
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

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Anonymous

Don't Cover Employee Errors

My husband and I visited Secard several times before making our purchase. I suffer from severe arthritis and was seeking an above ground spa for pain relief.

The manager worked with us carefully and was clear as to the model we wanted. Then he wrote up our order incorrectly. As a result, we received the wrong model. When I called, I was informed the manager "was no longer with the company" and when I reported our complaint I was told "now you know why." We had it confirmed that the error was his.

After several days, we were offered a $200 refund on this $8300 purchase, which didn't even cover the cost of delivery. Very, very bad form!

View full review
Reason of review:
Order processing issue
Anonymous
map-marker Pico Rivera, California

Disappointing experience

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My husband decided to go with the cheapest quote for a pool. Buyer beware you get whay you pay for ! The process started since April it's now September before labor day and no pool. My backyard is a mess ! Weeks went by where no one came to work . Numerous empty promises about when the pool was going to be completed. If interested in a pool save yourselves the headache and go somewhere else. Even if it's a little more expensive.
View full review
Reason of review:
Order processing issue
Anonymous

AWFUL!!

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Secard Pools - AWFUL!!

Run! Go anywhere but here!

This company has been a complete disappointment. From giving us a timeline to complete our pool that went months beyond, to finding ALL the cement under the liner was fully cracked. We were told it would take 3-6 weeks to complete our pool. However, they dug *** that sat for month or more and came out about every two or three weeks to work a few hours, and so on.

It was FIVE months before it was completed. THEN... just a few months later, before we ever even swam in the *** thing, we notices the protruding and cracking cement!! Yep, the entire base was all cracked (see photo) It took them 3 weeks after we reported the problems to come to repair it.

But here is the kicker- the pool is only a few months old and never been used yet!!!

This is one expensive hole in my ground that will probably be a total disaster again and probably within the year. MAJOR REGRETS!!!!

View full review
Loss:
$22000
Cons:
  • Poor quality
Reason of review:
Not as described/ advertised

Preferred solution: Full refund

3 comments
Guest

I say we all get together for a class action law suit against Secard pools! The worst customer service ever!

Guest
reply icon Replying to comment of Guest-1468238

Thanks for sharing your experience. It is certainly help us to search for other companies instead of Secard pool.

Rayshun Inu
reply icon Replying to comment of Guest-1468238

I agree please email me at debzsoto@***.com I had nothing but problem after problem, money pit

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