Our DREAM became a NIGHTMARE!!! We spent $45,000 for a top of the line pool & spa that was promised in 4-5 weeks... 7 months later - it's still crap. Run away from these guys as fast as you can.
Our search for a pool builder began in June as our new home was being built. We narrowed it down to BMR, Riverbend Sandler, and Dolphin Pools - all Dallas based, with seemingly good references, no BBB complaints, etc. While all 3 bids were within 10% of each other ($40k - $48k) - we went with BMR because they promised the quickest completion date, and we wanted our pool to be finished in time for our daughter's birthday in late September. We closed on the house in early August, and were promised a finished, beautiful, top of the line pool by mid September - no problem. While we were most impressed with Riverbend Sandler's professionalism and reputation, BMR's sales rep whom I'll call Sean (because that's his real name!) was friendly and came up with a great design - AND promised to meet our completion date, for less money.
Then the trouble began. My 1st meeting with the building supervisor (let's call him Rodney) gave me a glimpse of things to come. When I mentioned the 4-5 week completion promise, he told me that "those sales guys will tell anybody anything they want to hear". Uh Oh. BMR began construction, and I began shelling out big bucks and praying for good weather.
Subsequent dealings with Rodney over the next several weeks were a beating - he interrupted or talked over me in every conversation, paid little attention to my concerns over completion date, and rarely gave me a straight answer to my questions.
Fast forward to late September - PAST my daughter's birthday - and the pool was eventually finished after 10 weeks. One problem... It didn't work. The heater would not ignite, and moving into the Fall season - this was a problem. Then - the plaster began to change colors and eventually looked like a cancer stricken, multi coor mess. BMR tried to blame me for not brushing the plaster enough, but let me tell you, I was out there 3 times a day - including coming home from work at lunch for 3 weeks straight - brushing like a madman.
So... Nasty pool with no heater. The heater problem was eventually traced (by ME doing research with the local gas company!) to a safety flow valve that was required by my city - something BMR should have known about as they claimed to have built several pools in the area. After providing BMR's owners with a crash course in plumbing, I was able to get the heater to light and stay lit.
The psychedelic plaster was another issue. Eventually, one of BMR's owners that I'll call Mike (the only halfway helpful member of the team) - told me "I don't know why we even offer colored plasters - this happens all the time". Nice... Thanks Mike. The only remedy was to drain the pool, give the surface an acid wash, and fill er up again (another $500 water bill for me) - Oh, and they charged me $250 for the fix too!!!
Today, I called with an emergency - the automated valves were spinning like turntables, causing the spa to drain, and preventing the pump and filter from holding a prime - meaning... The pool wasn't working. When I called for help, I was told by a young lady who was probably in late teens "Sounds like a warranty problem. I don't know how to help you, and there's nobody here". Must be the daughter of one of these geniuses.
Oh, and did I mention? Building pools is BMR's hobby - not their business. The company is run by some buddies who are all Fire Fighters - giving them expertise in puddles, not pools. While I respect what these brave souls do to save lives - they've made mine miserable for the past 6 months, and I wish I would have followed my hunch and gone with Riverbend Sandler - the few extra bucks would have been well worth the ongoing pain in the ass I have now.
So don't be fooled - they have a nice store front/building, and my pool actually looks very nice - great design... Proably OK construction quality... Piss poor execution... And no concept of customer service. Reminds me of the Steve Miller Band song..."Go On, Take The Money And Run".
But hey, this is all just one guy's opinion... A guy that put his family's happiness and $45,000 in BMR's hands... AND LOST.
Good Luck!
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