Serenity Pools

Unfortunately there is no option for "Didn't complete" in the completion date section. Steve started on my pool in July of 2021 as soon as my house was completed. The first month was great. He was out there almost every day working from early morning until it got dark. I was very impressed. After that month things started going down hill. The communication became less and less. The excuses began of why he wasn't coming and they were endless. To this day a piece of tile has still not been placed and before he went totally dark he said "that piece of tile is sitting on my counter actually" but he never would come put it in. Since then my tile has starting cracking, sagging and even falling completely off on its own. My pool was supposed to have two lights but he only put in one and told me for months the second one he couldn't his hands on one due to material backorders but after months he never could provide a timeframe of when the light would come in. He never put that light in either. He tried to say I "forced" him to buy a light on eBay that didn't work but I have the texts to show the conversation where I found the light and offered it as an option since he kept saying he couldn't find it. He confirmed it was the right light but said he had reservations. I recommended reaching out to the seller with his concerns but his next response to me was that he just went ahead and bought it. The biggest thing was the salt system. He never installed the salt system and kept saying he was waiting for it warm up but once it started warming up he was no where to be found. I got to the point of virtually begging him to respond and just to please come finish my pool but he would just ignore all calls/texts. In my ignorance of being my first pool, I made the grave mistake of paying him in full early on in the project which made this whole situation so much worse. I eventually had an attorney send him a letter requesting his response and he had the audacity to say I never paid him for an addition we agreed on even though I had proof of every check I gave him to which I provided. I ended up having to contract with another local pool company to finish the light and salt system and was out thousands of additional money that he was already paid to do. I have never felt so defeated and helpless in my entire life because of the amount of hard-earned money we gave Steve and just for him to take it and run. I'm not sure why he does what he does but he feels no remorse or concern for anyone he takes advantage of. If you think I'm just one disgruntled customer I have another person in my neighborhood he did this too as well. In addition to that I encourage you to look him up in the Lexington County public index. You can search by his name or by his former pool company Calypso Pools as you will find a number of similar cases against him. I just wish I had done my research before but he was referred by a personal friend who he built a pool for 10 years prior.

Five stars and I would give them a 6th. An outstanding experience, customer service is excellent. An example of that is when there were a few bumps in the road (Distributor issues) I was constantly communicated with, and Steve was on top of the situation (though no fault of his own). He got the matters resolved promptly and was constantly concerned about my customer satisfaction. I've been in business many years and I was very impressed with Steven and his staff. They were also personally involved with the success of the project, But it is not just my project. I could tell when we had difficult weather his concern for other clients as well and their projects. But he was positive, he was proactive, and he viewed the project as if it was his own pool, what you want from any service provider. So, I cannot say enough about Serenity Pools and Steve Cunningham and staffs. Very happy and a really great experience especially in a day and age where customer service seems to be on the endangered list. It is refreshing to find a company who not only lives up to but actually exceeds the standard.