Recent Review: We signed the contract March 27, 2009, but the field review with the project manager did not happen until April 20, 2009. Part of the delay was due to our personal schedule. The project manager and salesman arrived on April 20 and we reviewed the plans. Unfortunately the salesman left the company a week or so later, so all our verbal understandings went away with him. (The project manager never showed up on our project again until much later, until things got so ugly that we had to force the issue. He came reluctantly). On April 21 2009, the construction crew arrived to begin excavating for the pool. The excavation crew was NOT Cox Pools, but a separate company that was owned by the same people who own Cox Pools. This crew considered itself an independent contractor and refused to remove a buried metal pipe that we had agreed to have Cox remove for us. Fortunately we had included that item as a handwritten note on the contract, so we called Cox Pools and they directed the contractor to remove it. It made the contractor very angry. The next day, a different construction crew ( another independent contractor subsidiary of Cox) showed up, ready to build the concrete part of the pool. They had not told me they needed to have running water. So I had temporarily disconnected the power to the well pump. When they realized the water was off they began loading the trucks to leave, even though I was telling them to give me 15 minutes and the water would be back on. I did get the water on within the time I told them, but they were loaded and determined to leave. So I called the project manager, who finally called them and told them to stay. The work went reasonably well, the crew was very knowledgeable about setting the forms and applying the concrete, and as of yet (4 years) no cracks in the pool. However, during construction the overspray from the shotcrete deposited a layer of cement dust on my roof (which is made of an alloy of aluminum & steel). I brought that to their attention, so at the end of the day the supervisor sent a worker on the roof with a mop and hose to clean it. Unfortunately, they did not tell me they were using muriatic acid on my metal roof. When I realized what was happening, I stopped him and told them to use water only. The worker had to come back a second day to finish the cleaning. The backfill and piping seemed to go OK, although the work was slow because of extraordinarily wet weather. The tractor operator appeared to be very inexperienced and bogged down so much that he put deep ruts in the yard where he should never have been. After the pool itself was complete, a third "independent contractor" arrived to do the concrete pool deck construction. They ran out of concrete half way through the work, and had to suspend work. They left the "unfinished edge" so out-of-level that it could not be corrected by the next days pour. And they did not even try to fix it. In addition they put in the deck drain at a crazy angle, that looked as if it had been done by an amateur. Then, when scribing the slab expansion joints, their saw ran away with them and one joint looked like where a snake had crawled. This is where things got ugly and we forced the project manager to show up. He finally ordered someone to grind down the hump and re-cut the grooves, which took at least a day. When the Cox Pool tech showed up to paint the deck, he spent almost a day painting the lip of the pool. We left him to his work, then about three hours later we walked over to check. We told him it was the wrong color, so he looked at the paint bucket label and realized he had indeed brought the wrong color, not what we had in the contract. Cox had to order more paint (they did not have our color in stock) and came back a few days later to finish painting. After the construction work was done there was still piles of earthwork that had not been leveled. We contracted with a separate firm (no connection to Cox Pools) to erect a screen enclosure. That was done excellently. However, the Cox Pools tractor operator arrived late one afternoon without notice just as we were leaving home. He was out of gas so I gave him five gallons for his tractor, and left him to do the work. When we returned we found that he had knocked down a large section of the screen enclosure with his tractor. After several failed starts, Cox Pools eventually paid the screen contractor to replace the damaged area. Then the electrical company hired by Cox showed up to install the electrical outlets we had agreed on. He installed what we understood was included in the contract, and said nothing. Then we got a bill for $700 for "extra work". We disagreed, and protested to Cox. Unfortunately we did not have the number of outlets in writing, so Cox worked with us and we spilt the cost. We finally occupied the pool in the middle of June. Despite the poor project management, and because our close oversight and our having to assume the role of project manager, the results are acceptable. In November 2009 we decided to install a propane pool heater. We signed a contract for Cox to do the work. They did not have one in stock so they had to order one. After it was installed we called a qualified technician from the local gas company to make the final connection. He looked at it and instantly told us that this heater was designed for "natural gas". Cox had ordered and installed the wrong heater type. It took about two weeks to get the heater replaced. Since then we have had to make several service calls. I have kept notes on all these calls, but can summarize and say that calls to the service department often went unanswered, and when we left messages often there are no call backs. Even with call backs, service is slow, sometimes WEEKS before a service tech shows up. Then they often show up at odd times without calling to make sure you are home. In summary, the 2009 experience was stressful because of poor management and oversight by the people in responsible charge at that time. Maybe things are better now. The last time we made a service call, the service director as up front with us, told us it would be 2 weeks before the tech could get there, but when the tech did arrive he was very knowledgeable and helpful. He told us that Cox no longer used Aquapure controls and gave us a replacement cover at no cost, but we did pay for the service call.