Are you about to sign a contract for a pool? What are the most common issues that could go wrong building a pool?
Instead of searching for is a certain pool builder any good. You can search for issues so you will know what questions to ask. Phoenix, Arizona is one of the most competitive pool markets. After 60 years building pools, Shasta understands that most complaints happen after the pool is built.
This article covers what shows up in Arizona Registrar of Contractors complaints. We share what a Shasta designer sees go wrong on other builders' jobs. Also, we offer the specific questions that catch problems before you sign a contract. By the end, you'll know what separates a bad surprise from a normal part of the process.
Table of Contents
- What are the most common complaints about pool builders in Arizona?
- Why do these problems happen more with some builders than others?
- What does Shasta do differently to avoid these complaints?
- Is your pool builder a good fit?
What are the most common complaints about pool builders in Arizona?
Most complaints come down to three things. First, a builder who didn't do what the contract said. Next, work that doesn't hold up. Lastly, a builder who just stopped showing up. The Arizona Registrar of Contractors lists these are the most common issues.
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Equipment downgraded from what was quoted.
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A pool that's smaller than the picture.
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Landscaping and front-yard repair that turn out to be your responsibility.
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A builder who provides no updates for weeks and then months.
Most homeowners don't lose sleep over concrete mix ratios. What actually burns people is the stuff buried in the fine print. The items they didn't know to look for.
Homeowner Assumptions
"A lot of times there's an assumption that whoever's doing my pool, they're going to come in my backyard, well they're going to go over my front yard, so they're going to fix it. Well, they're going to say, no, that's your responsibility. So that could be a thousand bucks right there." — Jacob Priest, Designer, Shasta Pools
What does the Arizona Registrar of Contractors say homeowners complain about most?
Per the ROC's own complaint guidance, the top categories are: a contractor who failed to fulfill the agreement, workmanship that's poor, and a contractor who abandoned the job or refused to finish it. (Learn more at ROC Formal Complaints website)
What are other more specific issues?
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Stripped-down equipment — Seeing a 1.5 horsepower pump running both a pool and a spa. The pump is undersized for the job.
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Automation removed and swapped for an on/off switch on the pump.
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Estimates that price only part of what's shown in the rendering.
What happens when a pool builder abandons the project in Arizona?
It happens more than most homeowners assume. A Scottsdale builder is a recent example. They have 85 complaints filed between September 2025 and June 2026. Families reporting losses from $9,500 to over $36,000, before the ROC revoked the license in June 2026.
What is the pattern to look out for?
Payments requested on schedule and then progress stops right around the 80–85% payment mark
Labor issues or vague excuses replace real updates
The company's online presence goes dark. No longer answering questions
One story our own design team saw. A pool split in half two to three years after it was built. Turned out the builder had pulled steel off that job mid-construction to reuse on a different pool down the street to save cost. This was done after it had already passed inspection.
"Apparently when they went to go find him, he was out of business. He was gone." — Jacob Priest, Designer, Shasta Pools
Why do these problems happen more with some builders than others?
It comes down to competition. Phoenix has more pool builders fighting for the same customers than almost anywhere else in the country. That's mostly good for you. However, it also means some builders win business by cutting things out of the bid.
What are the differences we see in Phoenix pool builders?
Bids that look close on price but aren't actually pricing the same scope of work
Equipment added with the cheapest option that still technically functions
Pool size or features shrinking between the picture you liked
Homeowners who don't know what to ask. Especially, if they just moved here from a state where pools work completely differently
Getting Multiple Pool Bids
"The overall competition is higher here. So there's the aspect of getting multiple bids — everyone's fighting. So no one's going to be more cost just for no reason, because that organization will be ran out of business. The cons of it is a lot of people don't know what to ask for." — Jacob Priest, Designer, Shasta Pools
Is it normal for pool bids to look so different from each other?
Yes, pool bids looking different is normal.
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Front-yard access repair — some builders include it. Some make it your responsibility which costs $600–$1,000.
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The rendering shows a full travertine deck. The price only covers the coping.
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Demo and removal — existing trees and grass is sometimes priced in. sometimes not and that adds another $1,500–$3,000.
"I had them reach out and they're like, oh yeah, that was just a rendering of what you could do. No, this is just the pool we're talking about." - Jacob Priest, Shasta Pools Designer
Why do some builders strip out equipment or shrink the pool size without?
It's the easiest way to win a bid on price without cutting the company's margin.
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Automation — swapped out for a plain on/off switch on the pump
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Pump horsepower — a 1.5 horsepower pump trying to run both a pool and a spa
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Pool size itself, trimmed down from what was originally pictured
What does Shasta do differently to avoid these complaints?
We avoid complaints by doing the boring stuff consistently.
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The permit goes under Shasta's name. So, if something goes wrong, you're not filing a complaint against yourself.
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Equipment is sized for the job.
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An in-house warranty and service team exists after the project is done.
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Shasta's been building under the same family ownership since 1966.
The real gap between builders is whether the company answers the phone in year three the same way it did during the sales pitch.
Pros of Reputable Company
"The pros of going with a reputable company — typically it's a lot less hassle. You're almost like, hey, I'm gonna buy a pool from them and it should be like, and I'm out. You guys run with it, the permit's under their name." — Jacob Priest, Designer, Shasta Pools
Reputable builders can slip on communication. Homeowners don't chose based on PSI ratings or plumbing diameters. They pick a company they can trust. They want you to pick up the phone when things don't go as planned.
- Ask who your point of contact is during construction.
- Ask what the warranty covers.
Is your pool builder a good fit?
A builder who seemed friendly and a homeowner who didn't know which questions to ask. A Scottsdale competitor's customer didn't sign a contract expecting to lose $36,000 and months of silence.
Will your pool builder still answer the phone after there is an issue? Does the permit protect you instead of exposing you? The total cost on your contract matches what you think you're buying.
The wrong answer to any of those questions cost money. Also, it costs a swim season.
Ask what happens if the timeline slips. Ask how long the company has building pools. Does the company have a reputation that builds confidence that they will be around 5 years from now when you have a warranty claim.
We've been building pools in Arizona's heat and expansive soil since 1966. If you want a second opinion or for us to help with your initial design, we are here to help. Our Shasta Design Team can support you in building the pool of your dreams.
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