Complaint Review: BMR Pool and Patio

What a dissappointment this company was to us. After getting three separate bids for an outdoor kitchen, my husband and I decided to go with BMR Pool and Patio. We were excited with the plans and thought our salesperson was a good guy. Mistake number one: never think that the salesperson has anything to do with the product you are buying. Our construction manager was a nightmare. He didn't know how to read a map nor did he get along with his contractors. Our project ended up way behind schedule and the end result, while attractive, was not to plan. In an attempt to "hide" his mistake, the contruction manager rounded off our bar top so that we could squeeze past the bar and the masonary boot. When our town inspector came, he told me that it was not up to code, but there was really not much we could do. Nice.

Then, stupidly, we used this same company to maintain our pool. The devil you know is better than the devil you don't. Right? Wrong. Same aloof construction manager got assigned to clean our pool. He never came at the same time, cancelled appointments and showed up on Saturdays instead, and asked us to "throw our own chlorine into the pool." "Isn't that your job?" I asked.

I think the straw that broke the camel's back was when I went in to pay for our pool service. I spoke to one of the owners and told him our concerns. He didn't seem bothered by the black algae that was still on the surface of our pool. They were working on it, he said. Problem was that this had been going on for months and we never got a resolution to the problem. When we advised BMR we were discontinuing our service, they seemed shocked.

Ultimately I think this company communicates very poorly within itself. I had the saleperson tell me that he had heard the construction manager was a problem (which begs the question "why are you letting him work for you?"), I had the construction manager tell me that salespeople will sell you anything; during scheduling my husband was told that contractos would be on their way but that the secretary "didn't believe them'; and one of the owners said to me, "Oh, here is your favorite person" about the construction manager when he walked into the office. And this company has a positive rating on the BBB?

Unfortunately I think BMR would rather let a customer go away unsatisfied than solve problems within its ranks. I am no longer keeping it a secret how we feel about this company. Funny how when you start sharing your horror story, other people say they had a similar experience. BMR better get a good lawyer b/c it won't be long before someone isn't going to let them get away with this type of business.