Dolphin Pools

Built the pool and are supposed to service it. Expensive project. Install delayed due to dolphin failure to order time etc but end result nice. But then I contracted them to service. That was the mistake. We are not at the pool year round but dolphin is supposed to service. They certainly charge enough. Today I found out from the tech that the reason the pool was filthy and the sides were slimy was hat he didn’t know how to operate the pool vacuum. This isn’t the Dolphin pool tech. Meanwhile I paid over $900 over the summer for a pool that was filthy. Dolphin NEVER checks. There must be an alternative to this poor and dishonest service.

Dolphin pool positions themselves as a premium contractor and service provider for pools. Their claim is that they "build the best, and fix the rest." They charge a premium price, which is fine with us as we expect premium results and are willing to pay for it. Unfortunately, in our experience Dolphin charges a premium price and does not follow through in delivering even mediocre results. Our project was a roughly $20K remodel, which did not go well. Issues: 1) Project management -- there was effectively no project management, nor basic coordination for our project across the various silos of crews involved. This led to considerable confusion and headache. A lot of time on my part trying to connect the dots across the different crews involved. I'm not sure there was any work, actually done by Dolphin. I believe ALL of it was subbed out to other contractors. Some of which were good (e.g. tile subcontractor did excellent work). 2) Quality -- my guidance at the start of this remodel was that I wanted to address whatever needed to done (e.g. pool equipment, pool cover, etc.) to get it all in perfect working order. No focus on penny pinching; all focus on premium work -- a thorough assessment of what needed to be done, updates and revised estimates to me and then, of course, solid execution in completing the project with good quality. There are some aspects of this that went well such as identifying the the pool cover box (17 year old redwood lined) needed to be replaced. We approved a new cement pool cover box and the work was well done. The tile work was also well done. Unfortunately, the beautiful and brand new tile was marred during subsequent work. What didn't go well is a longer list. The most egregious and painful issue is the complete lack of follow through on the pool cover system. My request, which I even took the time to discuss directly with the crew that came out to do the work was please, since the cover, motor, track and every other part of the pool cover system needs to be removed; carefully inspect and let me know if any part of the system (motor, track, pulleys, etc.) needs to be replaced, so that we can get it done now. The crew (like Dolphin management) told me this would be done. The answer I was given was that "nothing" needed to be replaced. That was good news that I accepted. Let me provide some detail on this one: First -- Reinstallation of the track and pool cover was done incredibly poorly. I've attached a picture of how the pool cover track was not even attached for the last two feet or so of the pool cover system on both sides of the pool. The result was, of course, that the pool cover would not close or open properly. The Dolphin crew found it acceptable and called it finished. Another example of the shoddy work is the new aluminum cover lid that we purchased, which was not flush as the crew had not bothered to notch the lid so that the separate sections were all flush or level. The result was we had 1/2 to 1 inch differences across the four sections of aluminum lid. Premium quality work, worth a premium price? No. The invoice was sent and payment requested. I sent a detailed email with pictures listing the numerous issues including this one of work that was not done well. I was assured that the issues would all be resolved. Being an overly trusting person that takes people at their word, I went ahead based on this assurance that Dolphin would get all of these issues resolved and paid the invoice. Some of the issues were resolved. For example, the aluminum lid sections are now all flush with each other (good news), but unfortunately the cut out notches that were done to accomplish this were done at our house using a hand tool, rather than back at the shop where it could be done right. I'm sure it saved the crew the time and headache of running back to the shop, but the result is that our aluminum pool cover lid looks like it was done by a 7th grader that failed metal shop. Second -- the assessment by the Dolphin hired crew about the pool cover system and nothing needing to be replace? It was completely wrong. After actually mounting the pool cover track completely, the pool cover still would not open and close properly. It worked fine before it was all taken apart by Dolphin. After a complete removal and reinstallation with Dolphin assurances that nothing needed to be replaced, I expect a pool cover system that worked better than before. Unfortunately, the situation was far from that with a system that does not open or close all the way. At times, it will not even move at all. I was assured by Dolphin that this would get resolved. The same crew was sent out a couple of times. From our perspective, nothing seemed to change. The pool cover still didn't open or close properly -- sometimes stopped completely and wouldn't move and would never close all the way back into the new cement pool cover box. Finally, after more emails, phone calls and visits in person to Dolphin the "best' technician was sent out and I was assured he would not leave until everything was resolved. The conclusion of this "best" technician? There were numerous components of the pool cover system that all needed to be replaced. The expensive part of having work done on a pool cover system is the labor of taking it apart. Now, I was faced with the painful situation of being into June and still not having a functional pool and having to have the pool cover system ripped out again to have a major overhaul done. Premium quality work for a premium price? No. It was not even completed work -- just the premium price, for mediocre and incomplete work. We are now a week or so away from the 4th of July (about 1/2 of summer gone) and I do not have a functional pool. The pool cover will not even open. Dolphin? That leads me to my next point. Third -- Dolphin does not stand behind their work and cannot be trusted to follow through on their commitments. The brand new tile that was marred during construction because it was not properly protected that Dolphin assured me would be resolved? Nothing. The pool cover that I was assured would be fixed and we'd be swimming my Memorial Day? Still not working. Dolphin's reply to my last email listing the continued open set of issues that are unresolved? There is no reply now after weeks. Me? I've moved on. I'd rather hire another pool company to come repair the awful results of Dolphin's work than continue to work with a company that takes my money, but doesn't follow through on their commitments or even deliver basic quality work. I have no doubt that there are some good quality projects that have been completed by Dolphin. Probably many. My advice? Why take the risk. My recommendation? Find a truly premium quality pool company that does not sub out a significant (majority?) of their work. There are some in Utah that appropriately point out that they do not sub out the work.

Dolphin Pools is an amazing contractor! As a high end custom home builder, we rely heavily on the team of subcontractors to get the best results, and Dolphin Pools is a perfect fit. We have built numerous projects with Dolphin and their quality, design implementation and business practices are superb, I would highly recommend them! Nick Knight Douglas Knight Construction

We purchased a Bullfrog Spa from Dolphin Pool & Spa. The salespeople were very responsive to our emails answering our questions, handled the order professionally & timely.