Verified Company
We had a fiberglass pool installed by Pools123 in October 2024. We could not be happier, from the very beginning with Jeff Kemps our pool designer, Leigh Ann our coordinator and the construction crew. Best decision we ever made.
Jeff came to our house twice and guided us in making design decisions that worked for our family. He remains amazing and answers all the questions I have about our pool maintenance, I consider him a friend.
Leigh Ann was extremely helpful to me with getting our HOA approval, scheduling install, and answered all our installation questions. She even texted me when they pulled into our neighborhood so I could video our pool being delivered.
The construction crew was amazing, they really know what they are doing and were awesome. We loved watching the install and they were very friendly and didn’t mind us hanging out with them. They answered all the questions we had.
If you are in the market for an inground pool, I HIGHLY recommend Pools123. Our pool has been a blessing for our family. Lots of summer fun with family and friends, thanks to Pools123.
We spent approximately $65,000 on our pool installation with Pools123, and unfortunately our experience has been extremely disappointing.
From the beginning, we experienced ongoing water loss issues that were repeatedly attributed to evaporation despite our continued reports that the pool was losing significant amounts of water. Over several months, we were required to perform tests, document water loss, provide photos and videos, and repeatedly follow up regarding the problem.
After numerous service visits and temporary repair attempts, it was ultimately determined that the issue was related to an improperly installed jet that required excavation and replacement. By that point, we had incurred substantial additional expenses for water refills, chemicals, salt, pool cleaning, and increased utility bills. We also spent weeks unable to use the pool while dealing with recurring leaks and a green, unusable pool.
What was most frustrating was the lack of communication and urgency. Repairs were frequently delayed, there were instances of missed appointments or late arrivals, and it was extremely difficult to obtain clear timelines or speak directly with management. Most communication occurred through office staff, while the underlying issue remained unresolved for an extended period.
I understand that construction and warranty issues can happen, but what matters is how a company responds when problems arise. In our case, the response was slow, the repairs were temporary rather than permanent for months, and the customer service did not meet the level we expected for such a significant investment.
I hope Pools123 improves its communication, accountability, and follow-through for future customers. Based on our experience, I cannot recommend this company.
We LOVE our pool from Pools123!! It’s so easy to maintain and looks beautiful! John was super helpful throughout the entire process, answering all of my questions (as an engineer, I ask a lot of questions!), giving honest advice about the various options and making sure the installation process went smoothly. He still answers questions and helps with maintenance years later! Thank you John for building our dream pool!!
Reply from Pools123 Texas
2026.06.01
Hi Melissa,
Thank you so much for this wonderful review! We're absolutely thrilled that you're loving your pool and that it's been easy to maintain while looking beautiful every day.
We truly appreciate you choosing Pools123 and we're here for you anytime — whether it's maintenance tips or future projects. Feel free to reach out to John or our team anytime!
Thank you so much for this wonderful review! We're absolutely thrilled that you're loving your pool and that it's been easy to maintain while looking beautiful every day.
We truly appreciate you choosing Pools123 and we're here for you anytime — whether it's maintenance tips or future projects. Feel free to reach out to John or our team anytime!
My wife and I couldn't be happier with our experience with this Pools123 company. From start to finish, their professionalism, communication, and commitment to quality exceeded my expectations.
A special thank you to Blake, whose customer service was truly outstanding. His impeccable attention to detail ensured that every aspect of the project was handled with care and precision. Blake consistently went above and beyond to answer questions, address concerns, and make sure everything was completed exactly as promised.
It's rare to find someone who takes such pride in their work and genuinely cares about customer satisfaction. Thanks to Blake and the entire team, the process was smooth, stress-free, and the final result is absolutely beautiful.
If you're looking for a pool company that delivers exceptional workmanship and outstanding customer service, I highly recommend them. Five stars all the way!
If I could go back in time, I would have never let these people anywhere near my home let alone pay them over $80k to install a pool. We have had over 2 years of nothing but issues. To start, they were 4 months late on installation so their start date happened while we were on vacation. We walked the property prior with our installer, and all sewer lines were marked with spray paint before leaving. We came home to a hole dug 3 feet closer to my house and right by our sewer line. My husband called our installer and we were promised that if they hit the line, they would replace it. They fix the lines “all the time”. Pool is then dropped in closer to the house than we wanted. We are told that our line was patched in multiple places and it will be fine. Within 2 weeks, water begins backing up in the master bathroom. The installer is sick and can’t come out to look at it. He keeps putting it off. We finally call our plumber, and he finds 2 places next to the pool where our line was hit and NOT patched- they literally buried our line with holes in it. Our plumber fixes it at our cost and the installer NEVER reaches out again to see if he needs to come out.
We continue having issues with our plumbing and our pool is losing water. I contact Pools 123 last October and they send out Chris from Austin to check our lines. I’m told everything is fine, it’s just evaporation. I’m also told that the sewer lines aren’t their responsibility- they don’t fix those. I explain that Jerry made a mistake and put our pool 3 feet too close to our line, and told us the opposite- the company would fix any damage. I continue to lose 3 inches of water a week through the winter, even with a solar cover on. That’s not evaporation.
Then our plumbing issues become so bad that our master bathroom isn’t useable. Our plumber comes out with a camera and runs it through our entire line. Finds another patch, directly above the pool lines that go into our pool equipment. At this point, there are so many breaks in our sewer line from their backhoe, that we need to replace the entire line- a $4500 repair. We also have to call out leak detection for $800 to see where our pool is leaking from b/c we have already replaced everything above ground that could be leaking.
Also, when we removed our lateral assembly from our sand filter- it wasn’t a brand new assembly. They had glued a 2 inch pvc pipe into the lateral assembly and our multiport valve was housed inside it. We certainly were charged for a brand new one on installation.
DO NOT USE this company. By the time I fix their issues I will be out another $10k. They DO NOT live up to their promises. Once they’re paid, they could care less about you as a customer.
Pools123 delivered an exceptional experience from start to finish. The sales process was transparent and straightforward, scheduling was well‑coordinated, and every subcontractor produced high‑quality work. Their project management skills stood out — organized, communicative, and proactive throughout the entire build.
The punch‑list process was handled thoroughly, and the post‑implementation support has been excellent. Pricing was competitive yet fair, and the final product has truly enhanced our family life. We spend more time together, travel less, and genuinely enjoy our backyard in a whole new way. Highly recommend.
Blake was our backyard designer, he was honest, thorough, up front, fair, easy to work with, our personalities all just clicked, even now we don't think of him as our pool company representative, we consider him a friend.
We recently completed a pool installation and had a very mixed experience.
Preston was great in showing us the styles available, color options and getting us all set up for pool install and dig date.
The excavation and shell installation team was excellent. The dig crew was efficient, professional, and took pride in their work. When we had a concern about the pool’s levelness, they even came back over the weekend to fix it. That level of service was greatly appreciated.
Unfortunately, things declined during the concrete phase. The crew consistently arrived hours late, and the quality of work was poor—uneven, messy, and visibly jagged in multiple areas. When we raised concerns, the issues were blamed on the pool shell rather than properly addressed.
There were also professionalism concerns. The crew’s attire was inappropriate for a residential setting—their pants were sagging to the point that their undergarments were visible while they worked, which was especially uncomfortable with children present.
Communication made things worse. When we escalated concerns, we were essentially told to lower our expectations due to the crew’s background, which was unacceptable. Regardless of who is doing the work, it should meet a professional standard.
An attempt was made to fix the concrete with a spray texture overlay. We requested a different crew, but the same team returned. The application was careless - fixtures like the skimmer cover and umbrella sleeves were painted over instead of being masked or removed. We were told replacements would be sent, but months later (pool completed October 2025), we still have not received them.
There are still visible issues: missed areas on the hot tub, drips, and excess coating. We are even still cleaning dried material off the fiberglass shell. We asked for materials to fix it ourselves, but those were never provided.
We’ve also had ongoing problems with the hot tub design. The spillover ledges combined with overly strong jets cause significant water loss during use. Even after adjustments, the issue remains. We can’t use the hot tub without running a hose in it to maintain the water level. This appears to be a design flaw that was never disclosed. I have reached out to the project manager who referred me to Stephen who said he was unsure and needed to follow up with a tech. I haven't heard anything since then.
I would post photos and videos here but it doesn't allow me to attach anything.
For a total cost of around $82,000, we expected far better quality, communication, and follow-through. While the initial phase was great, the overall experience has been disappointing. I really hate to leave a poor review, but the concrete team and the inability to make sure things were officially corrected by Pools 123 was a major draw back.. especially on something we can't just "give back" to the company.
We love our pool from Pools123! John was incredibly communicative throughout the entire process — always available for questions, easy to get on the phone, and quick to respond whenever we needed anything. As first-time pool owners, we had several questions, and John truly went above and beyond to guide us every step of the way. He made thoughtful recommendations that helped us make the best decisions and ensured everything went smoothly with the installation. We couldn’t be happier with how everything turned out. Highly recommend Pools123 if you’re considering adding a pool to your home!
Reply from Pools123 Texas
2026.02.16
Thank you, Amy! We enjoyed working with you and Chris on your new Leisure Pool. We hope you enjoy your new pool for many years to come.
I'm so lucky to have been recommended Pools123!
I had a BIG life change in 2025 that forced me to quickly find a new home. But the thing that helped keep my spirits up was that I would FINALLY get a pool and hot tub! But I didn't know where to start. A client recommended Pools123, and John in particular, and I am so very glad she did!
John was professional, courteous, proactive, and communicative at every step in the process. From design ideas, surveying, HOA submission, scheduling, financing, installation, construction, and "pool school" to learn how to use my new pool.
Now I have a beautiful awesome pool in my backyard! And I am starting 2026 off in a MUCH better place than 2025, thanks, in large part, to John and Pools123! I highly recommend them!
Reply from Pools123 Texas
2026.02.15
Thank you, Paul! We enjoyed working with you and glad to help get 2026 started off right!
I would like to take moment to thank and recommend Pools 123 for helping to make our outdoor oasis a reality. The pool was the center of our backyard transformation and they did a fabulous job and we are thrilled with the final product. The crews were all great, clean professional and performed a fantastic job.
It required coordination and patience by them to help us install additional infrastructure that will be going into last parts of this transformation and they worked with to make it happen.
The Silver Gray 35' Pinnacle is spectacular, the pool crew did a great job, the concrete crew performed a masterful pour after diligently forming and laying the reinforcing steel having it all signed off by the inspectors and pouring some additional footage for.
The water feature team did an amazing job on our water shear it beautiful and makes a statement. The electrician managed to weave in between all of the crews and did tie everything together.
I would also like to take a moment to thank the sales team, coordinator and support group to help bring this all together. They were great in the design, materials and scale of the pool.
Great, people, fantastic workmanship and a wonderful product, definitely recommended.
It is my pleasure to write this review for Pools123. I had the opportunity to work with them from September through the completion of my pool build, and I couldn’t be more pleased with the experience.
From our very first meeting, Blake was honest and straightforward about what could and could not be done — something I greatly appreciated. Throughout the process, I learned that pool construction has its slower periods and moments when things move very quickly. During the slow times, when I found myself getting impatient, and during the fast-paced phases that felt overwhelming, Blake always took the time to call me personally. He explained each step clearly until I fully understood what was happening, which reassured me that everything was going according to plan.
Thanks to his communication, transparency, and commitment to keeping the project on schedule, my pool was completed exactly as promised. I highly recommend Pools123 to anyone considering a pool build — their professionalism, honesty, and dedication truly set them apart.
As I type this, I don't know whether Pools123 is done with our pool, which isn't surprising given how our experience went. However, I want to start with the biggest reason for the low rating. Despite all the confidence and assurances they give you during the sales process, read the contract before you sign. They do not guarantee anything. I had a version of the paper contract, and when I signed the electronic version, I didn't realize they had almost doubled the number of things they do not accept responsibility for.
Also, note that the prices on their website are not inclusive of the inflated fees they will tack on, such as a fee that is triple the actual construction permit cost. The sales approach is that it's for their team, which handles this, but more on that in a bit.
They provided an approximate start date, and as that date approached, it was up to me to contact them to check the status. They then gave me a date over a month later with no apparent reason for the delay. They tried to give me a reason that didn't make sense, so I checked the city permit site and found they hadn't even applied for the permit. Finally, they fessed up that our contract had fallen through the cracks and that I would be on the VIP list. From my experience, it's not a list you want to be on.
On day two, a contractor took out my fence and railing with an excavator. Pools123 was clear that they were not responsible for that, and no one attempted to work on the unsecured area for about a month. From there, I continually chased the subcontractor down to get something done. After almost 3 months, I finally accepted the work they did to repair the damage.
I would not recommend upgrading anything through Pools123 because they inflate prices, use lower-quality materials (such as concrete-based grout on waterline tile), and do not stand behind any of the work. If you do choose to use this company, get the bare minimum and use a vendor that uses quality materials and stands behind their work.
Other random issues are the P-trap compliance fee of $1,700. If they were actually digging a line to my P-trap, the cost is in line, but all they did was put maybe 8" of PVC in my existing line. I had contractors showing up unannounced after 8 pm, cutting tiles at almost 10 pm, but I really couldn't complain because someone was at least showing up.
So, my pool is in the ground. I don't have a cleared permit, and it's apparently up to me to get it finalized. I don't know if this low level of service, communication, and quality is the standard in DFW, but I didn't get what I was sold.