Riverbend Sandler Pools

I had to file a consumer complaint against Riverbend Sandler Pools regarding the construction of a residential swimming pool. Despite repeated good-faith efforts to resolve issues directly with the company, numerous significant defects and management failure issues remain unresolved. My pool was "finished" in December 2025! Riverbend Sandler Pools failed to deliver work consistent with the written contract and professional standards. Materials and construction were not installed as specified, including incorrect grout color, (contract specifies white, they installed beige), an off-center spillway, improper grading, insufficient retaining wall height, and the pool being constructed lower than the surrounding yard—despite this being a primary design concern discussed during the planning stages. The company attempted to charge improper fees, including approximately $3,000 for a claimed AC refrigerant leak that an independent licensed HVAC technician confirmed did not exist, and $1,600 to correct an incorrectly installed grout color that was not our error. Concrete cracked immediately after the pour, indicating substandard workmanship. Turf re-installation is uneven, mismatched in color, and unprofessional. There were attempts to repair some issues however temporary patchwork was done rather than proper corrections. There were ongoing negligence and cleanup issues, including water left running unattended into the street, damage to existing concrete surfaces in multiple areas, broken backsplash, rusted tiles, and construction debris left throughout the yard and driveway. Communication throughout the project was poor, with unannounced crew arrivals, no-shows, inconsistent schedules, and incomplete work. I was forced to repeatedly initiate contact to determine next steps. Multiple escalation emails were sent to the General Manager with no response or resolution received. After multiple site visits and opportunities to cure defects, the issues remain unresolved. Their actions do not uphold the values mentioned on their website of “providing our clients the very best products and level of customer care”. I had many pool builders to choose from and trusted Riverbend Sandler’s reputation. That turned out to be a serious mistake.

RBS did a good job of building our pool; it was on time and on budget. Our weekly service technician has also been polite and timely. Service for your investment/expense is where they fall WAAAAAAY short. Below is a note I just sent to RBS: I just got off the phone with you "service coordinator"; sorry, I didn't catch her name. As an organization, you have put her in an untenable position of having to tell customers "no" with no option available to her to remedy the situation. I am writing to communicate my absolute frustration and disappointment with Riverbend Sandler (RBS). We called in June for a service call on our Jandy heater (installed by RBS as part of our new pool construction in the summer of 2017). At the time, we were told that it would be 4-6 weeks before a technician could come out to look at it. After 12 weeks and no work from RBS, we reached back out and were told that y'all are still behind on such calls and you would not commit to ANY timeframe to make the call. I understand that you may have more work than you can handle but treating your customer who, in the past 36 months, has paid you upwards of $100,000 between construction and ongoing weekly maintenance, this way should be considered wholly unacceptable by your organization. We went with your company for construction because of your responsiveness in the sales process. That was apparently a bait and switch; love us before you commit then become unresponsive when needed later. I have given instruction to cancel our maintenance contract but to retain the service call. Our heater should be under warranty if based on the initial service call in June as our build wasn't completed until September 2017; less than three years before the service call.