Your Billing policies/procedures need serious improvement as they reflect negatively on the quality of the actual workmanship, project management and sales process for your Company. To invoice a client for thousands of dollars of an interim payment and expect payment THE SAME DAY is ridiculous and unreasonable. To then withhold scheduling the next step of work while awaiting payment on a week-old invoice -- without any emails, calls or texts from the Billing department or Project Manager -- is unfathomable when the client has demonstrated good faith in making prior payments. Clients need time to transfer money between accounts, etc. and Alan Smith's demands for same-day payment are unprecedented.

Secondly, your mark-up on certain accessories is unreasonable, and your executive team unyielding when a client asks for a modest discount. Your team recommended that we replace our pool heater for safety reasons, and the replacement quote was $6000+. We were able to get the exact same model from our regular pool service company for $4000+. The wall controller, at $1800+, seemed too high and when Harriet went to management to request a discount for us -- a client spending $40,000 plus with Alan Smith Pools -- someone at a higher level said no. I worked in a multi-billion healthcare company with a heavy overhead burden, and having visited your HQ in Orange, witnessed first-hand that you have a huge overhead percentage working against you on things like accessories (which by the way require very little labor, compared to the concrete and PebbleTek work we also bought from you).

Thirdly, we had ongoing issues with the software for the new i-controller and wall controller. My husband has had to figure out the spa programming on our own.

The quality of the actual workmanship on the pool is excellent. It's too bad that the above issues negatively impact the overall impression. I would have rated the Company a 3-star were it not for the reliability and work ethic of the guys doing the manual labor.

I have already mentioned all of the above to my immediate neighbor, who needs to remodel her pool in Fall 2026. I'm not sure I will recommend your company without complete and full disclosure of above.

I would like to speak to the CEO or CFO of your Company about the above, but only if he/she has any interest in having a rational conversation about the policies.

Lisa Getson/Todd Lansinger

organized and efficiency

We have already recommended AS to neighbors, one of whom commissioned a remodel.

they were on time and fast

Detected two leaks in the pool, one of the Spa and one of the skimmer

Your pool finish work was great - your workmanship on my friends pool other than pool finish was honestly rerrible. I am thankful i managed my own remodel as my project came out light years better.

Your crew inadvertently turned off the power to our house while my wife was in the middle of a very important Zoom meeting, just as she was making a power point presentation to her company's Board of directors. Had your staff alerted me to the fact that they intended to take power from the houses' electric panel, I would have directed them to a 40-amp sub-panel in my garage, which was installed specifically to power heavy equipment. As it was, my wife was disconnected from her board meeting at a very crucial time. Additionally, the project was delayed because your tile setter did such a sloppy job, the tile had to be jacked out, and new tile re-installed. Your crew used my front yard water hose and managed to split it open. They also threw my pool thermometers in the flower bed, and then managed to step on one of them, crushing it. Finally, one of your demo crew sat in one of my very expensive deck chairs, while wearing a very sweaty, plaster coated tee shirt, leaving the chair dirt filthy, and requiring soap and water and a scrub brush to clean it. All in all, a very amateurish operation,

Communication was great, showed up on time, completed work on time. Assigned a project manager we could reach out to anytime with questions/concerns.

Clean

Clean - Very clean!

Communication

Communication - Great communication. Scheduled their visits so we new when to expect them and what to expect on any particular day.

Schedule

Schedule - Finished on the date they committed to!

Value

Value - Yes we got bids that were 3% to 5% less, but chose Alan Smith pools because we felt like we had a partner. They cared just as much about our project as we did. They followed up with us throughout the project, showed up to address any issues right away. A pleasure to work with

Recognized Excellence

Recognized Excellence - Tim Ledbetter is an outstanding Project Manager and was on top of the job w great communication every day from start to finish. Harriet was a great and straightforward, no BS salesperson.

The whole process from quote to installation

Communication

Communication - There was great communication from day one

Needed some minor repairs to the pool equipment to pass inspection and was referred back to my pool guy to make the repairs. I had initially requested Alan Smith do them because I did no have a lot of confidence in my pool guy. Was told it would be cheaper and better if he did them. He attempted to make the repairs but apparently there was some miscommunication and he did the wrong thing. Alan Smith eventually did them but it cost us additional down time for our pool as well as additional money and inconvenience for our residents.

Schedule

Schedule - Very professional group of people Ron the leader is very knowledgeable I would recommend the team to anyone!!!!!

Recognized Excellence

Recognized Excellence - Ron the team leader and Mike the team expert

Areas For Improvement

Areas For Improvement - None

Additional Comments

Additional Comments - Just a great experience

Additional Comments

Additional Comments - The two worker and Don did an outstanding job. Very professional!

Recognized Excellence

Recognized Excellence - C J was always in communication with me through every step of the process. The crew were very efficient and courteous. I liked how they 'curtained' off the work area with plastic to mark sure my yard was not covered with dust and debris.

Areas Of Satisfaction

Areas Of Satisfaction - The end result is very impressive, and I now have a functioning pool light, plus a functioning skimmer and two new outflow outlets. The new handrail at the steps is a great new safety feature.

Recognized Excellence

Recognized Excellence - Tim did a great job communicating with us and followed through on all the work.

Areas For Improvement

Areas For Improvement - everything was professional and organized.

Areas Of Satisfaction

Areas Of Satisfaction - we are happy with the end result.

The teams that have been sent to resolve my spa leak have been very experienced, qualified and friendly.

Recognized Excellence

Recognized Excellence - The project manager, CJ, has been very professional and enjoyable to work with

Recognized Excellence

Recognized Excellence - I would like to recognize James Cawrothn for his exceptional service.

Areas For Improvement

Areas For Improvement - Alan Smith Pools did not fall short. They complied completely.

Areas Of Satisfaction

Areas Of Satisfaction - Alan Smith Pools met my expectations with everything.

Areas Of Satisfaction

Areas Of Satisfaction - My pool looks amazing and I'm glad I went with a reputable company.

Recognized Excellence

Recognized Excellence - Allan Smith uses great employees. They are not a general contractor that uses 3rd party companies. They take pride in their work and their scheduling is spot on because of the control they have by using their own employees.

Quality work was done in a timely fashion.

Areas Of Satisfaction

Areas Of Satisfaction - The workers were professional and really focused on leaving the workarea clean after tasks

Areas Of Satisfaction

Areas Of Satisfaction - The sales person was very friendly and knowledgeable.

Responded quickly, and waiting time for work was minimal.

Recognized Excellence

Recognized Excellence - Very efficient.

Happily, we found out a friend in Orange County had you do her pool 10+ years ago, and was still very pleased with it. We also have already had friends ask who it was who did the work, and we have passed on your information.

Clean

Clean - We were continually amazed at how well every team cleaned the job site at the end of each day. Even the driveway and street where the trucks were parked were left without any evidence that they had been there.

Safe

Safe - Dangerous spots like open trenches were clearly marked and barricaded.

Communication

Communication - Out project manager, Tim, responded quickly and kept us informed in detail each time we texted with a question or spoke in person.

Quality Of Materials

Quality Of Materials - The quality of the materials in both the pool surface and paving stones is actually better than we had hoped when we chose them.

Quality Of Workmanship

Quality Of Workmanship - The workmanship is superb! The pool surface is beautifully smooth and curves excellently executed to make brushing effortless. And the paving is almost unreally smooth - it feels wonderful under bare feet.

Professional & Organized

Professional & Organized - With rare exception we were notified of a crew's arrival in advance and they always arrived on time. Every single person we encountered was courteous and a pleasure to interact with, no matter if they were supervisory or laborers.

Schedule

Schedule - We were fortunate enough to have had very few rain interruptions, but crews made up for some lost time by even showing up on weekends.

Value

Value - Of course it was expensive, but when you are treated with this high a level of respect from every person, and the materials and workmanship are of this high quality, it proves the adage that you do indeed get what you pay for.

Areas Of Satisfaction

Areas Of Satisfaction - For all the items mentioned above, we have been wildly overjoyed by our pool refurbishment.

Excellent assistance, communication and workmanship!