cpt1515
04-17-2015, 12:23 PM
I cannot recommend Mirage Custom Pools. Our experience was extremely frustrating and left us regretting our pool contractor choice. Check BBB for similar experiences to ours. There is a clear lack of oversight, management, communication and customer service. Every call we made for clarification was met with obfuscation. For example, we would be told we are on the crews “schedule”. No date, no time, just on the schedule. Despite the "schedule" provided at contract signing, there is no real adherence to it and our total time from excavation to completion was 14 weeks (not the 8-10 weeks “promised”). I suspected we had made a poor decision on the day of excavation when the supervisor asked what type of fence we were putting around the pool. We explained, as we had several times previously, we did not want a fence. We experienced delay after delay due to Mirage DFW themselves and were offered poor excuses. For example, our tile install was to be performed on a Friday. The following Monday, we were told that the tile installer “might be on his way”, but might be delayed by picking up the tile. Later, the salesman called to apologize and say the tile had been backordered. We wondered why the person in charge of construction would tell us that the contractor might be on their way when it was clear that it had not been scheduled. Code enforcement required door alarms on all our exterior doors. We requested that this be done, as it had been included in the plan, and received no less than four calls from Mirage pushing the up-sell of a perimeter fence. Each time we stated that we wanted the door alarms and ultimately were told that they would need to be ordered. Our "Pool School" was postponed several weeks due to errors with the Aqualink interface. The regional Aqualink representative came onsite and showed us where numerous electrical connections and wiring were not installed properly. When we finally received "Pool School" the employee from Mirage literally could not answer a single question about the pool equipment operation.