Customer ReviewsforCustom Home Solutions

Custom home solutions have been the best company to work with when installing pools. The company were very professional and extremely caring on getting pools installed correctly. The owners and their team have been absolutely incredible at the communication between all parties involved. They have worked with us every step of the way. When needing a professional installation needed or just need any type of pool issues, this company is extremely quick to respond. Our pool is perfectly installed and the team were always willing to help in any way possible. They were always respectful to any issues we had, “which we did not have any issues”, but quick to respond to any questions we made have had. Truly never worked with such professionals, who are very kind and caring about all the work that was being performed. When needing a new pool install, or a spa, this company is taking the cake. In my book, this company is a 10-star rating. It truly has been a pleasure working with them from start to finish. Mined you, this is a brand-new system and truly new to the company, but their knowledge about the system was truly impressive by far. They trained us every step of the way, from the installation process to the brains of the operations of the Haywood system itself. In ending this review, One would say that recommending this company for all of your pools needs is an understatement, One would say that this is the best pool company in the U.S. Have Custom Home Solution install your pool and enjoy all this team has to offer. A+ all the way, thank you Custom Home Solution for a job well done.

Alex, it was such a pleasure to work with you and Lori. You both brought such great energy and collaboration to the project, making the entire process smooth and enjoyable. I couldn’t have asked for better clients—thank you for being so fantastic to work with!

We contracted for a pool and have held up our part of the contract. Pool was put in ground on April and still is dirty , have not had pool school or instructions on how to operate pool. Dirt is still piled up and yard a mess with ruts! They took away our pavers and coping that we payed for and refused to put sand down unless we paid last payment. We have been lied to and put off all summer and had to go to business because they stopped returning calls! We thought they were out of business! These people want your money up front and then put you off because of one excuse or another! Very disappointing and unprofessional! This was not a small job and we expect them to honor their end of the contract!

There’s nothing more to say. Anyone who has access to the weather knows it has done nothing but rain. This client wanted our team to work in the rain, but we don’t require them to do that. All calls were returned. Yes, you did show up at our office, and when you did, you asked the same question we had already answered the day before. I even asked if we hadn't discussed it the previous day, and you confirmed that we had. You wanted my crew to work in a muddy and sloppy yard with machines, which isn't feasible. As for the pavers, we have repeatedly explained and shown you, through measurements, that the amount you paid for was laid. We always order extra pavers to account for potential issues like discoloration, breakage, and necessary cuts. We don’t understand why you expect us to leave pavers that you didn’t pay for. You agreed that the square footage laid matched what was quoted in your contract, so why would we leave extra? You did NOT pay for anything beyond what was contracted. I have pictures of your pool, which is usable. Other than a few small rocks and a bit of sand on the stairs, the pool was fine. We came to clean on Friday, but the pump wouldn't prime, and you immediately called and emailed, requesting a meeting because the cleaning equipment wouldn't prime. Equipment can fail at any time, and it wasn’t intentional. I told you the equipment was being taken for repairs and would be back by Monday, which is exactly what happened. In the meantime, you filed a complaint with the BBB. If I could control the weather, I would, but I can't. I won't work in the rain and mud, and I won't require my employees to do so either.

The owners will not take responsibility for any problems. It is never anything they have done and will not send anyone out to even address the problem and see if it could be a simple fix. Very unprofessional. I'm glad to see I am not the only one that has had problems with Custom Home Solutions in Lenoir City, Tn.

We installed the pool, as well as the new equipment but we do not handle warranty claims once the installation is complete. The client has been informed that her issue falls under a warranty claim. Our company specializes in installing new equipment and does not perform warranty work because we are not certified to disassemble equipment. To maintain the validity of the 3-year warranty, all repairs must be conducted by a certified warranty center, which we are not. The client has been advised to contact the warranty service, which will dispatch a certified technician to troubleshoot the issue. She is having difficulty understanding why we are not able to perform this work. It's similar to purchasing a vehicle from Ford: the dealer who sold the vehicle cannot perform warranty repairs; it must be serviced by a certified technician familiar with the system.

I wrote a blog that captures all of the things that went wrong using this business. I hope this helps someone else to have all information before picking a company. ************************************************************************************

This blog has been made with only half truths, there was also a complaint made with the state, and local police department which was closed when I supplied information videos and pictures contiering her claims.

To address the comments. Consumer Affairs can only try and help mediate the situation and can not force a business to address issues. That is why the complaint was closed as the business does not feel there are any issues with my original complaint on the blower, yet there are issues and I have confirmed with 2 other pool companies. Furthermore, a criminal investigation is very different from a review pointing out what work was done or not done, and the issues that have been ongoing. Since my original complaint, I have found out that pool STILL leaks and has since install. The blower needs a valve. The waterfall needs a filter. The suction valves for the waterfall are dangerous per 2 separate pool companies and was brushed aside by the owner as not a problem. The returns in the splash area can not be fitted due to reset into the tile. The electrical is wired bizarrely. There are other items too, but I think I have pointed out why I sent in this review.

Again, the blog was made with half truths, again we have texts form you, the client as well as recordings showing there was no leak after we sent the leak company out twice and they said if there was a leak it was a very small possibly pin hole leak we dug and never saw a leak, you, the client even text stating you now realized it was from evaporation... as well as the you the client telling us your neighbor stated the pool was loosing the same amount theirs was due to evaporation. When I brought this to your attention you went back to your blog and added that you did another bucket test and it was leaking again... you didn't mention any of the conversation prior that you and your neighbors had agreed it was losing the same amount as theirs and evaporation and your bucket text proved that as well. This waterfall suctions from the pool into the pool and requires suction for this to work. So when the waterfall is on it has to suction, this has been explained several times. Other companies call tell you as they wish, they are looking for business however a simple google search will also advise you that a waterfall that water is pulled from the pool and recycles which requires suction lines. Why would you need a separate filter for a waterfall when it filters through the pool filter system.... sounds like the other company is charging you for something you don't need.... But if you feel you need a second filter system by all means do as you wish. We have and would never put in a second filter system just for a waterfall that circulates through the pool and the filter systems that's built for that. That would only be done if your waterfall was a stand alone waterfall and no pool involved. Again this can also be found with a simple google search.

This is typical of all responses from this owner. Never accountability or take ownership, just counters with accusations, blame, and does not offer any resolution. That is why I am left with an unfinished project since Dec 12 and many items that do not work. I would just encourage anyone to do their diligence before deciding on a company. I wish I had. Ask on FB if any friends have had any interactions, look up all company licenses, etc. The TN Commerce and Insurance department has a lot of great information on what to look out for when choosing someone to do work. I wish I was not here writing this review. Last March I had hopes of a finished project by June or mid Summer, and still not done Jan 2024. To think I would want anything other than to have done what I paid for and to be enjoying my backyard is ridiculous. It is FAR from what I ever expected.