Ocean Quest Pools

Terrible customer service. Ocean Quest failed to complete the inspection and approval of building permits they generated for installing my pool. I’ve informed them of this issue and even sent them the open permits as still on file with the city. After repeated follow-​up calls and e-​mails, they have completely left me in the dark. It’s as if they don’t even exist any more. Beware if you ever have an issue with these guys. You will be left holding the bag!

Used through AHS home warranty co. Terrible from beginning to end but fooled by good demeanor at the beginning. They came for a second opinion on our pool filter & polaris. They said the main filter was fine, just needed cleaning & the polaris was old and needed replacing. They came to install the polaris and supposedly cleaned our filter cartridges then replaced a couple small parts on our main filter. It was raining and I didn’t check them bc Seth was so nice. Literally a week later the pressure went up again and we just had another company come out to clean again to avoid an argument. Seth made it a point to tell me we were neighbors so really didn’t want to start trouble. Not happy to have to write this review. Since the second cleaning by the other company, the pressure has been well within range — and it’s been months. At the time of the cleaning I specifically asked if the polaris they installed was brand new and was assured it was (still not sure about this but doubtful).
A month later we started hearing this crazy loud sound coming from the polaris pump. We happened to have a leak company come in the interim (it’s a new home) & they dx’d the polaris issue, showed us where it was leaking & told us to just call the people who installed it. The leak company said they should replace it right away. We called Ocean Quest back. They came out within a week. First the tech tried to say the noise was bc the cleaner wasn’t attached. I asked about the leak?!? Said the leak was no big deal and that they could fix it right then. We said a brand new pump shouldn’t be leaking, even I could tell it was clearly broken from the noise and asked again that they replace it. They then tried to say that the main filter pump was making the sound. Totally false. When you turned off the polaris pump it was the same normal hum as always. The pressure was still well within the normal range, the pool system was running perfectly & we still heard that loud awful sound of the bearings spinning when the polaris pump was the only thing on. We argued more and they agreed to replace the polaris and told us it would take three or so weeks to get the new pump from the manufacturer. They took the info from the pump and we waited. It was the holidays so we gave it a little buffer and called back two weeks ago. It was only then that they told us that the tech had actually dx’d the problem as the main filter pump and notified AHS! No report of the leak to AHS though, of course. Bald. faced. lie. We had tons of back and forth so they said they’d send out another tech. A week later they said they were informed they weren’t «following procedure» we needed to go through AHS again even though AHS had already told us it had nothing to do with them bc OceanQuest was responsible for their own work. OceanQuest insisted and said we’d need to pay another 75 $ fee in accordance with our home warranty since it had been so long. Insanity. So we called AHS back who took the work order and agreed to wave the fee and then da da dum… OceanQuest refused the work order!!! WHAT?!? LOL So now we have to start all over again with a new vendor from AHS, we have a broken polaris pump that we don’t even have a receipt for, so we can’t try to replace it ourselves & Ocean Quest is MIA. Bad Business. Blown away. I have to say I’ve had great experiences with Central Texas Tree Care, Austex Sprinklers, Austin Pro Leaks, Jarod at Ranger pest & Stephen McStay contractors (so that you don’t think I’m just a negative nancy) but man, this pool issue has been one seriously frustrating, looooong, draaawn out, headache with Ocean Quest just making things worse…

Great service! Called them for a basic Spring cleaning service and got much more than that. Jeremy was professional and very helpful. I ended up Purchasing Hayward Heater, LED lights, and controller. This work was done by Jeremy and was done right! If you have a pool job, big or small, Ocean quest is who you should call! Ask for Jeremy, he knows what he is doing.

Truly an unmitigated disaster. The only thing they were good at was getting their money. Took months longer than promised. Slow in every phase. Never fulfilled a promise. Really got the impression that the only work they did was for the customer who was yelling the loudest. Left me with an open permit. Never got the final inspection or closed the permit. Only found out years later. This was how they did business lots of customers with old open permits.

We are in the process of a pool remodel. While the quality of work has been excellent, the speed of things has been abysmal. We started on this process in November and were supposed to have everything done by mid-​May. It’s now August and we have no pool… completely wasted the summer.
What’s worse is the complete lack of response from these guys. If you know your guys aren’t going to be out until next Wednesday, just let me know… I’ll reset my expectations. Instead, I come home everyday thinking «what did they do today?» and am disappointed 9 times out of 10 to find out that nothing was done. Email inquiries go completely ignored. Considering the money we are spending, I would expect someone would routinely let me know what’s going on with the project, but instead, updates are few and far between and normally only after sending multiple emails saying «what’s going on?». Highly frustrating customer service experience to say the least.

We found out that our pool had an open permit from 1998 and we could not sell our home until it was closed (new lender rules). Ocean Quest stood behind their pool… they had to re-​permit and bring the pool up to 2014 code. They took ownership of the problem and did it at their cost. Thank you Sandy and Dan.

We’ve been using Oceanquest Pools for weekly maintenance for over two years. We have always received excellent service, first from Austin and now Scott. They are extremely responsive with scheduling repair technicians anytime we’ve had a problem. And the repair technicians are happy to walk us through the issue and discuss repair options if need be. I think the thing I like the most, other than the great work they do cleaning my pool, is that if there is a problem they work really hard to resolve it. No company is perfect, but they are more than willing to provide excellent customer service and resolve issues that arise.

My family used Ocean Quest Pools to build our pool and service it for the last 2 – 3 years. Our experience has been great! We get so many compliments on how beautiful our pool is and everyone wants to know who helped us design the pool. We told Ocean Quest what we were looking for and the design was terrific. The service folks are wonderful too. They make you feel part of the family and want to make sure your pool is in great condition. They follow up on what they say they will and make sure you are happy with the service. I recommend them for both building your pool and service.

Terrible service. Oceanquest built my pool and I was loyal customer for nearly ten years. Then, Sandy, the new owner, did a re-​plaster on the pool at my request. It was a disaster as plastsr was discolored in two months. Sandy agreed to pay half of to repair the work, and I agreed to pay half just to try and get it resolved. Then, Sandy claimed he was ’ going out of business’ and refused to pay for anything. Now, 18 months later he won’t take my call and refuses to help pay to repair. I would not trust Sandy and Oceanquest to build or service a pool. Sandy lied –plain and simple and won’t stand up for his work. Dont trust him!!! I can’t wait to see if Sandy responds to this review!
KenH

Shoddy workmanship – poor customer service!
$ 165,000 pool Tiles have fallen off wall 3 times!
regulator installed improperly, side remote has failed.
Pool less than 3 years old. I would never recommend this company

Ocean Quest Pools designed the pool of my dreams! With all major construction projects problems come up. Jeff was wonderful, I had concerns about the design of the grotto with waterfall & he was able to correct the situation quickly & the grotto with bench under the waterfall is perfect! Jeff is attentive & on the site during construction phases. Michael Brown is top dog on customer service & has proved to me many times customer satisfaction is top priority with OQP. The owner Sandy was quick to correct any concerns brought to his attention. Jeff did an awesome job of teaching me how to take care of all pool maintenance & has been there to give advice whenever needed. I would of given 5 stars, but there were times crews didn’t show up when they were scheduled, even though weather was perfect. That was frustrating, but different crews do different stages of work. I don’t believe they deserved the 1 star they got on the other 2 reviews. I would recommend them for a pool without hesitation. This was the first summer with my new pool and no problems have come up. They do high quality work. I will re post if I ever run into problems with this company, but as of now, I am happy with OQP.

I had a problem with Ocean Quest during the construction phase of my pool and now that the pool is two years old, it is in need of major repairs.
I got gouged financially, talked down to, and basically sold a pool that is attractive but the dimensions make swimming very difficult. Lap swimming (my goal) is out of the question. The pool «designer» obviously didn’t know what was required and I had not built a pool in the past to be able to instruct him how to do his job.
There are cracks in the plaster, the colored stain on the bottom has worn off and needs to be redone, the tile needs to be totally regrouted, and the «waterfall» feature replaced.
This company enjoyed a great reputation in Austin many years ago, but this owner simply purchased the NAME and it is not the same Ocean qUEST that I was referred to.
Hopefuly, with the economic downturn, they will go out of business.