Lone Star Pool Service

User Rating: 1 out of 5 stars

Very bad experience... After she finished the pool, she wouldn’t come back to fix anything... Well, after she received the last check she stop returning our phone calls. Worst pool builder ever...She does not know what customer service means…Very unhappy with the pool.

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User Rating: 1 out of 5 stars

I had the same horrible experience as Jeff. Gina is simply unwilling to honor her warranty and does so by not answering your phone calls. I have 2 friends who used Gina and had the same bad stories to tell.

Be clear, Lone Star Pools will not answer your calls after the pool is built and you will need to find another pool company to fix the things that go wrong.

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User Rating: 1 out of 5 stars

If you are looking to build a pool, my recommendation would be to stay far away from Lone Star Pools, owned by Gina Faubion, (also affiliated with Lone Star Pool Service). We had her build a pool for us in 2007, and the constant project management I had to do to keep the project on track/correct mistakes made by her subs/etc. made me wonder why I was paying her to build it. After it was completed, in early October, it leaked until Christmas time, as she kept a revolving band of idiots coming and going, trying to find the source of the leak. It would have been nice to have her simply hire a leak detection service, and charge the fee back to the sub that caused the issue, but that's not her style.

In early October, I began sending her weekly emails, with an attached punch list of issues that needed to be resolved, before she would be paid the last check, (approximately 4% of the total). Most issues were resolved, after many phone calls and emails, over the course of the next 4 MONTHS. One of the big remaining issues was that the spa was poured in the Public Utility Easement, making our house unsellable, until the issue was resolved. The last we heard or saw of Gina was on 2/4/2008, when I informed her that the easement release process involved more than just having a surveyor draw up a new sketch. I had been through the process before the pool construction began, and told her she would need to work with the City of Austin, in order to get all the utilities to sign off. I also told her that day that some of the pebbles inlaid in our deck had begun to rust. We had waited an extra week, during the construction process, so that her decking guy could obtain pebbles that wouldn't rust. That did not work, and the deck has rusty pebbles that we will have to deal with at some point.

Gina never responded to us after 2/4/2008, and I received an auto-response from her email account on 5/5/2008 that indicated she had blocked my email address, so would receive no more contact from me, via that method. I filed a complaint with the CenTex BBB, and she ignored their attempts to contact her, thereby earning her another Unsatisfactory rating by them (there were other complaints on record, at the time of my complaint). This meant that we were left to work through the easement issues with the City of Austin ourselves, a process not completed until late 2008, at additional expense to us, both in time and money. Not exactly what we bargained for when selecting her as our pool builder.

Use our experience when selecting your pool builder. And regardless of whom you choose, I would recommend backloading the payments, so the pool builder has more of an interest in finishing the job correctly. That shouldn't be needed, when making such a large purchase, but these are different times we live in.

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