Business ProfileforReality Pools, LLC

Outstanding plaster job but horrible tile one. I choose more than 20 different tiles and I end up getting one that I didn't really like, they said because the "lack of supply" but as soon a pick a nice one they said it cost extra and don't even try to make things work. For the installation three guys came to my house and did a very horrible job, (I have pictures of everything) I sent the photos to Paula and she told me that the guys will be back next day, the end up getting at my house at 4:00 pm and I didn't let them in since they had to remove a bunch of tiles and it was late. This time I complained to Carlos since Paula became rude and abrasive and he told me that he be at my house with them next morning, they came first with their attitude and I have to tell them which ones to remove since Carlos didn't arrived until 1-2 hours later. I was not satisfied with the final tile work at all but I didn't made a big deal because I was afraid of any kind of retaliation with the plastering. I was trying to complain to the BBB but at that time they were not affiliated even if their website and my contract said that they were. (I told Carlos about it and he just deflected the topic). This company call you and give you a great service before signing the contract but after they just do the opposite, I have screenshots, security cameras videos and photos of everything and btw, if you hire them expect to keep the pool are open all the time since they come at odd times. I don't recommend this company, and as I said, they plaster job was outstanding but the headache that I went through was not worth it. I don't know why they are A+ rated.

Dear Gabriela Fraga, I understand we had trouble getting the tile that you like, but as you may be aware, there is a global pandemic and we haven't still recovered from it. Supply chain has been an issue in every industry and in no way that is an indication of our service. We work with several providers and depend on their availability of material specially if our customer is on a tight budget. The Tile work had some issues, but we did come back and took care of it. I think that using the word "retaliation" is too harsh of a word to use. We in no way would do anything against the quality of our work. About the odd times you mention, there isn't a specific time that the crews come in. It all depends on the size of the work. For us it is very important to have access to the job site, for which in this case it was very complicated. We depended on your schedule and that made it difficult for us to continue with work. This situation made the environment very hostile for all of our workers including us. About the BBB, we have been accredited since 2006 and the BBB can verify this information.

It baffles how your company is good at removing bad reviews, it seems that you are operating your business by lying to people. As I said, I have screen shots of trying to access your BBB affiliation and it was imposible and when I mentioned to you (Carlos) you didn't said a word and changed the subject. I'm well aware there is a lack of supply but even that I end up getting a tile that I didn't like what was worse was the job that your employees did, the guys came next day at 4:00 pm to "fix it", which I didn't accept, next morning I have to tell your employee which tiles to remove when you supposed to be here making sure about what they were doing and because you know that they did a terrible job, you showed up 2-3 hours later when you said you'll be with them next morning. As I said, I have proof of what I'm saying and I as I mentioned, the plaster job was great but the tile was horrible. You been in business long enough to do things better, stop throwing your clients under the bus after they sign the contract, I understand now why you have good reviews, you are good at removing them. As a client I'm telling you, I was not happy with your company and how your guys handle the tile issue, I hired you because of the "good reviews" but I made a mistake, YOUR GUYS ARE HORRIBLE AT INSTALLING TILE!