Shasta Pools & Spas

At almost 100.00 per hr you’d think they have ample staff to make service calls. No! I waited 6 days for Svce to find out I’m out 13 days not 6 AND they were dispatching the wrong type of person because the Svce operators are so hell bent on following their script they forget to LISTEN TO THE CUSTOMER. Took 4x to get thru each time hold was between 10 and 14 minutes. I don’t think there is a labor shortage I Phoenix so the understaffing must be a function of greed.

Used Shasta to build a custom pool in north central Phx. The customer service and approach were great as our designer/​sales person was John W. From the 16 st office. John was everything you would want in a partner in such a large project. The price was fair (although not the lowest in the market) but the quality is 5 stars. I would recommend them to anyone looking to build a pool.

Lifetime warranty on the in-​floor cleaning system: If you’re the original owner of a Shasta swimming pool, some parts have a lifetime warranty. Yesterday I noticed my in floor cleaning system wasn’t working as designed. I took the distribution box apart and found the plastic gear assembly was worn. I took that assembly to Leslie pools in Tempe where you must take it. They gave me a new replacement without any charges. You must show a valid ID so that they can verify that you=re an original Shasta Pool Owner – no issue with that. The same warranty applies to the pop head cleaning heads. The cost of the gear assembly would have been $ 129.99 but no charge due to warranty. They gave me full instructions to install this part – they weren’t needed as I know the system – very easy repair.

Well lets start with the pool install, nothing was done as promised, the guy they sent out to do the estimate was probably on the job 2 days. He sold us a bunch of stuff like froggy and aerator that was unnecessary and caused problems with the pool running correctly and have been removed. He sold us on the filter that had replaceable cartridges. I live out in the boonies and said even out here with all this dirt. «Oh yeah you only clean them every 6 months.» That was the biggest lie. Every week we had to spend hours cleaning those filters. Finally after about 10 months we had to pay 600 $ to replace it with a sand filter. He also said there was no need for tile around the top of the pool and now i have a calcium ring about ½ to ¾ inch thick and 1 inch high. I wanted an extra large walk way around the pool and paid for it but did not get it. Unfortunately I had to go out of town for a few days and left my mother in charge of the house she just assumed they would do things the way the plans dictated. They broke a main water line and instead of saying something they just turned the water off to the whole house. I caught one guy peeing in my back yard.
They closed all the stores to buy shasta replacement parts and are sending you to Leslie’s pool supply. which does not honor the 10% discount, or have the original parts. less quality more money .
Here we are in the present and the pump that is under a lifetime warranty is making a bunch of noise so the tech comes out for an unrelated problem and tells us that when the pump goes out that they have to replace it with a veritable speed pump and that is not considered part of the warranty because its not the same pump. No credit toward the difference in the price of a one speed and a variable speed, and it needs to be a 3 hp instead of a 2. because once again the designer gave us bad information and sold us an inadequate pump to begin with. So he gives us an estimate of 999 $. I price checked this and it was the same everywhere, so when the pump went out I called and set an appointment. They honored the quote, I paid and about a month later I find out there is a 150 $ rebate with
APS for installing a variable speed pump. so I go on line fill out the rebate form. few weeks later I get a call from shasta they left a message saying that according to their accounting department the quote included the after rebate price, So now they have screwed me out of 150 $ .
I would not build with Shasta ever again. Oh btw I am still waiting 1 week later to talk to a manager about this my call has not been returned.

Shasta Pools built my in-​ground pool and hot tub before I purchased the house. At the time of purchase, the system was about 6 years old. This Fall, my spa was not heating up. I called Shasta Pools on Dec 5^th to schedule service. I told the Service Dept to make sure the repairman showing up knows that my heater unit behind the wall is giving me an IF error indication (Ignitor Failure). They told me they would have someone come out on Tues, Dec 9^th. Okay that’s fine. Tues afternoon, I came home and could not tell if the problem had been fixed or not, but Wednesday, Dec 10 I got home from work that evening and stepped out my back door to turn the hot tub and heater on (with a remote control) to see if it heats up. Nothing kicked on, no jets, no heater, no pumps, no noise, nothing. I walked closer with the remote to try again. Nothing. As I got closer I could see that the entire hot tub had drained into the pool, the pool was filled up to the cool decking (no trim tile exposed at all!). Half of my yard was a watery muddy mess. I dont know WHAT the heck they did, but I wouldnt think that fixing an ignitor failure in my heat unit behind the equipment wall would’ve caused the spa to drain into the pool!). What concerns me is that my self cleaning pool/​spa system ran Wednesday afternoon (causing it to drain, apparently). I have no idea at this point, if having no water in the spa may have caused the pump to burn out. I called Shasta at 8:03am (during posted business hours). They weren’t open. I’m waiting a call back (dont expect one so I will keep trying). Frustrated!!!

On ⁷⁄₂₉ I filled out their online form requesting them to contact me. On ⁷⁄₃₁ Janet from Shasta called and had to leave a message since I was at work. I called her back 30 minutes later and had to leave a voicemail myself. This call wasn’t returned until the following week. When Janet finally did call me back, we made an appointment for a designer to come out to our house on Aug 16^th at 9am. At 9:15 on Aug 16^th Robert called and explained he made a mistake with his appointment time and asked if it was ok if he still came at 10am. I said that was fine. Robert came out and spent several hours going over many different aspects of pool building and the equiptment that goes in them. He pulled up his design program on his computer and we worked on a plan for the backyard that we liked. He then left and told us he would get a quote to us soon, possibly even that same day depending on how busy he was at the office. It is now ⁸⁄₃₀ and we have never heard anything at all from Shasta or much less recieved an actual quote to let us know what the plan we designed would cost us.

We reviewed bids from several remodeling contractors before settling on Shasta. Shasta were about 30−40% higher than any other bid we received, but what really sold us was the lifetime warranty on the finish and that we were told that the people working on the remodel are employees vs subcontractors. Their scheduling department wanted to get us going on the remodel and we decided to do it over a 3-​week period when the kids were in Summer camp. In summary:
Poor scheduling: Shasta wasted no time coming out to chip out the pool, then we had several days where nobody came to the house. I had to email and ask our PM why we were sitting looking at a drained and destroyed pool day after day with nothing being done on it in the middle of Summer. When he called me back, he explained that they schedule each «next phase» once the first is complete, and then you may sit around waiting for days (or weeks) until the next contractor is available to start work.
Interior finish issues: We had to drain our pool again today as after Shasta installed the interior finish, they failed to acid wash the surface properly — leaving 4-​ft stains coming out of the cleaner heads and highly irregular color distribution throughout the pool. Thankfully, the 2^nd acid washing remedied the most obvious discoloration, but draining a 35k gallon pool is no small undertaking, caused us yet more delay, we couldn’t use the pool for more time, more expense and inconvenience and should have been done right the first time.
During the sales process we were explicit that we wanted a blue, not green pool. Our salesperson provided us with several choices that would deliver a blue finish. We selected a Premium finish and paid considerably higher $ for that finish. Now that the work is complete, the pool is way more green than blue, and a lot darker and more dull/​matte than we were expecting.
Crappy Subcontractors: We were told by our Salesperson that one of the benefits of going with Shasta was «one throat to choke» … unlike the «other guys in town» they do it all themselves. In fact, they use a tile contractor, whose work was sloppy and unprofessional. They smoked at our house, installed a handhold 6 inches above a bench seat, worked 2 hours a day, left junk laying around while they were here & left big gaps in the grout. They returned to fix their work to a satisfactory level about a month after the initial work was done (after involving the Shasta warranty manager and the tile company’s President.)
Broken stuff: The light on our pool worked before the install, does not work now, instead is flooded with water. The Superintendent of the project was quite clear that Shasta will not replace the light. Claims it’s in the fine print of the contract that this is a «hazard» of doing a remodel … and so, we’re responsible for fixing it. In the end, Shasta offered to replace the light for the cost of materials only, which we appreciated.
Ongoing issues: we had all our heads replaced as part of the remodel. Apparently a whole batch were «bad» and now, almost every day we have one break and pop off. They are replacing them one by one, which means we have to call them every other day & have them come back out. Not only that, but one of the heads and housing was installed the incorrect color and is dark gray vs light gray.
Terms: Shasta’s contract is set up so you pay them in advance of each part of the project, then sit around and wait for them to schedule the next phase. They have your money and you have zero leverage.
Take your money, lose your number: Once we signed the contract and had our preconstruction walk through, we had zero communication from our Salesperson. He was overjoyed to take our money, but failed to return a single call or email to discuss any of our concerns. He then sent us an email asking us to remove his name from this review as he was worried about losing business as a result and, basically asking us to understand that he doesn’t get paid to «listen to us vent» as he isn’t a PM.
Matthew, if you wanted to discuss how you could have avoided an unpleasant review, you only had to respond to a single voicemail or reply to an email and have a conversation. I am also in sales, and I make it my business to make sure that once the ink is dry, my number still works. Ignoring unhappy customers doesn’t make them «go away».
** update 9÷16÷14 — I spoke today with the executive team member responsible for the remodeling division. He assured me that our experience with Shasta was far from typical and we will meet with the warranty manager to review all outstanding concerns. He has also changed their contract to be more explicit around their use of subs. He listened to our concerns and explained their side, and while we still are not 100% happy with the pool, we at least feel as though there is an open dialogue and genuine effort to resolve the issues

We built our pool with Shasta and had a great experience. The construction crew was superb — efficient and professional — and the project supervisor was awesome, too. There were a few issues with the contract that were not dealt with immediately but management made it right. I wouldn’t recommend working with their finance people — better to get financing on your own. But overall, I wouldn’t hesitate to recommend Shasta to a friend.

We installed a 30K pool 2 years ago and they were very eager to get the job done and get their money. They didn’t do the job. They hired subcontractors who didn’t speak English, they were good but not Shasta employees. The job was done wrong since the beginning. The first sales person they sent was drunk 2 out of 3 times he came and placed the order wrong so that’s where the all crap started. Now if I call them with any question they are very very rude and dismissive, once they get your money DO NOT expect any good service back, I ensure you. They always say it’s my fault for not doing this or that and the warranty is a JOKE. Whatever you call for, it’s not covered by it!
SHASTA IS AN OVERPRICED, LOW QUALITY POOL BUILDER THAT DOESN’T STAND BEHIND THEIR PRODUCT, and I’m trying to be civil (you know what I mean)
Ciao guys, just don’t use them EVER.

We contracted last year with Shasta for a pool spa combo. What a mistake! It took 8 months from contact to finish, almost every phase of the pool construction was messed up: deck cement installed to incorrect measurements, we had 3 trips to store for reselecting the tile types over and over due to supplier outages??? Interior pool finish messy, got white finish up 1 inch of dark grey tile grout and didn’t get cleaned up very well! Tile installed incorrectly in spa, had to be ripped off and reinstalled, new electrical lines shorting out, blew up our existing electrical breaker box on our house and had to replace the box on the house (yes seriously), we had valve issues on the pump for a month, spa draining without a reason, finally found out there was a LEAK in the bottom of the pool! Had to drain spa and patch! 8 months of hassle, zero oversight of their subs/​workers and less than zero communication or note taking between employees of Shasta, subs and us the customers. We had to drain the pool twice for fixes and all we got was 1 check for 50 bucks for all our troubles. Shasta did fix everything but what a friken a nightmare! Buyer beware!

Shasta built a brand new pool for me and immediately after they completed the work, there was a huge crack in the pebble tec. I was told several times it wasn’t their fault and they would not fix it. No on was ever in the pool because it was winter time. This crack was there during their final inspections. It was a huge 4 foot crack. The quickchlor salt system never worked and they refused to warrant the equipment even though I paid extra for the warranty. I had numerous things go wrong with the equipment and I had to pay for them to fix items under warranty. I would never recommend them to
was the biggest waste of 36k I spent.

We engaged Shasta for a major pool remodel and update in 2006, which included the addition of a spa and heater and all new mechanicals. The spa had some structural problems that arose beginning around a year after completion, but Shasta addressed them without hesitation, with the final resolution in the summer of 2013 involving a complete reconstruction of that element of the original project — all at no cost to us, and sparing no detail as to the original specifications. They were great to work with from day one in the project during the design stage and construction stages, as well as the all important last phase — standing behind their work at the back end. Earlier this year we upgraded our main pool pump to a variable speed through Shasta, and this past week we replaced the 7 year old heater (after 7 relatively trouble free years before the corrosive pool water took its toll), and used Shasta, after another firm had misdiagnosed the problem — which would have had us spending ¹⁄₃ the cost of a new heater on a component that was still working without addressing the problem. The Shasta remodel crews are courteous and conscientious to a fault, and the fact that Shasta stands behind their work is important on such a large investment, as many of our friends who had done pool remodels around the time as ours had issues arise, only to find their pool firm no longer in business and/​or otherwise unwilling to stand behind their work.

My pool pump broke so I had them come out and install a new one which they couldn’t do for like a week. Then the tech shows up at night when it is pitch black, installs our pump by the light of his cell phone and then I find out my pump is leaking three days later. Then they have the audacity to tell me they won’t come out again for another week or so to fix it. STAY CLEAR OF SHASTA!

I can’t comment on anything because Keith never called back! I called and explained what I wanted to every dept. I was transferred to… No response. I am giving my money to another local company who responded immediately, came out and viewed space, and followed up with a written quote within 24 hours. So long Shasta!

I don’t have a lot of nice things to say about Shasta Pools. I just canceled my contract after 3 months of waiting with no pool.
I started the process in March. I went through the whole design process only to find out that my utilities run directly across my yard underground where the pool is supposed to go. I had to retrench my entire yard and move all the utilities. Not Shasta’s fault. And also, not their problem. I cannot be the first customer this has happened to! I don’t expect them to take care of this problem for me, but they had NO PROCESS in place to facilitate moving the utilities. If I was selling a $ 30k to $ 40k product and some utility lines were in the way of a sale that big, you can be darn sure I’d have names of contacts and phone numbers at the ready! Shasta just kind of waited around while I took care of the utility issue. Which took more than a month.
OK. Back on track. I’m gonna have a pool by summer. The sales person said 30 days from dig-​to-​swim. Pool by August. Right?! Wrong! Now that we have reached the «processing department phase» (where my file has been for 32 days now) I am informed it takes 6 weeks from dig-​to-​swim. Ok maybe early September? Well I have been told that the file is in processing and will reach construction by the end of the week four times. Every week. For four weeks in a row! They won’t even give me a date that construction will begin. I just hear over and over that it «hasn’t reached the construction department yet.» I have it on good authority that the «construction department» is in the same building as the sales department. And the processing department. Can no one walk over to construction and ask them to look at a calendar?!!
I finally gave them an ultimatum. Give me SOME IDEA– a ballpark estimate– of a week when you MIGHT start digging my pool. By Friday. Radio silence.
When I called Friday to tell them I was cancelling my contract, the sales manager called me back to tell me they couldn’t give me any answers. Until next week.
I cancelled. Saturday I went to Presidential Pools. They told me they could have my permit in 4 days. (Shasta took 3 weeks) They told me they could start digging in 2 weeks. (Shasta???)
They matched Shasta’s price, gave me an upgraded LED light, better interior finish, and a water feauture. And they gave me a referral discount. So all in all, Presidential gave me more bells and whistles on the same pool for $ 500 less.
Goodbye Shasta pools.

I had Shasta come out for a repair and they were great! Was able to get scheduled pretty quick and the customer service was great!

What was susposed to be a two week project, to retile and replaster our pool, has turned into at least 4 weeks. We also didn’t get the pump we wanted. This was all caused when shasta put in the wrong pump in the beginning. Their attitude has been, well it isn’t swimming season anyway right now. I would never use this company again or recommend them to anyone. The pump they installed is so bad it doesn’t even have enough power to clean my pool.

I decided to go with Shasta Pools because they had originally constructed my pool when my house was built in 1987 (I’ve been in the house less then a year) and almost all the reviews online were positive. The sales guy came out with the original blueprints to my pool and gave me 3 estimated, plain plaster, quarters plaster and pebble tec. He included an upgraded drain in my estimated and said for the rest of February there was an additional 10% off. I also knew there a few leaks in my pool equipment, a gasket and a crack etc that I said I wanted fixed and that was suppose to be included in the estimate. We settled on $ 5,500 for the work (about a 12K gallon pool 30′ x 15′ and 5.5 feet deep in the middle, a play pool).
There was good communication to start and the strip went fast followed by inspection alternating days until the work was complete. That is about all the good I have to say, they started the job quick and finished quick.
There were a few little things that weren’t too professional. The plumber left an empty can of spray paint when we was fixing the leaks and the guys that filled my pool took a towel I had hanging on the pool fence and tied it around the hose. There was also some other debris on the side that was not cleaned up.
When the supervisor came out to add chemicals he noticed the gear box that made the pop up jets cycle was worn out and needed to be rebuilt, he took the piece off and told us to get it rebuilt so we went that day to get it rebuilt. I was glad he noticed that and we got it fixed. *** He took the gear box off and never turned the pump off at the circuit breaker so that night the timer was set and because the piece hadn’t been replaced there was basically an open pipe and when the pump turned on the WHOLE pool drained overnight. My wife called me the next morning and said why is the pool empty and I immediately realized what had happened. I called the supervisor and he was kind of shocked but didn’t take responsibility for it and just said to fill it back up.
We filled the pool back up and he came out to add the chemicals, he was walking me through the pool equipment and said I had to other leaks that had not been fixed, the base of the 6 point water valve had a crack that leaked water when the pump was on and the gasket of the backwash piston had a leak. He said I should get that taken care of. The next day I went to backwash my pool and after that it would leak slowly out whenever I had the pump on. That was my breaking point since I’m a pretty easy guy.
The next day I called and complained and outlined the above and I said I originally told the sales person I wanted all leaks fixed, what’s the point of paying 5K and not having working pool equipment, at the very least the plumber should have said hey you have these other leaks do you want them fixed or the supervisor should have said that instead of just saying you may want to get that check out. So they gave me an estimate of $ 400 to fix both and I agreed, they said they would send an addendum before the work could get done but they needed payment now. I paid them and I didn’t get the addendum until 2 weeks later. I should note there is horrible communication between the sales team and the construction team, when I called my construction rep he said all he has is the work order to fix 1 original leak and not the original contract I had signed. Another manager said he would send me a check for the water that got wasted on the 2^nd drainage that went all into my side yard into my front yard.
So they lined up a plumber to come out and fix the other leaks all the while my wife is in labor and gave birth later that night, our friend that was watching out other daughter said the plumber was there, when I got home I went out and checked the work and nothing had been fixed, I called the rep and he said let me check on it, he called back and said the plumbers went out there but the parts they needed in the warehouse were out of stock so they didn’t fix it? So he will send out another plumber which happened I think on a Wednesday and I paid him for the fix on the previous Friday.
All in all a very frustrating experience where I think I got overcharged, over stressed and lack of communication.
Even their pamphlet on how to care for the pool after a replaster isn’t complete. There is no mention that if you vacuum the pool it can ruin the finish.
After this I really can’t recommend Shasta pools, I wanted to like them and other companies are probably just as bad and I’m sure with new pools they are good but their level of customer service and thoroughness leaves something to be desired.

Our experience was wonderful with Shasta Pools. We received the best customer service that I have ever experienced. Everyone was very friendly and professional. They did what they said they were going to do and did it when they said they would do it, which meant a lot to us. I would recommend everyone to have their pool built by Shasta Pools.

Just had Shasta perform a minor remodel on our 9 year old Shasta pool. From the very start I was impressed with their high level of professionalism and attention to detail. Resurfaced my pool deck plus a few minor additions and the job looks fantastic ! Could not be more satisfied. I would highly recommend.