Avoid Penguin Pools completely

In August 2025, we contracted with Penguin Pools to install a fiberglass pool. What was promised and what was delivered were two very different things. Hanno, the project manager, quoted the job and promised full oversight. After we paid the deposit and the shell arrived, he disappeared. There was no inspection, quality control, or follow-up—just repeated payment demands, often with shifting interpretations of the contract. When I referenced the actual agreement, the explanations kept changing. Ultimately, all payments were made under protest to avoid delays. I sent a formal email in September citing voids in the pool steps; Hanno rep**** that it needed time to settle. In December, another detailed email noted a range of defects. It went unanswered. All follow-ups were ignored. Issues include voids in the steps and the deep end, which sound hollow when tapped, and a section that flexes. Months after being told the pool needs to settle, there’s no change. The coping-to-pool joint was filled poorly with silicone, leaving gaps and holes. Since they were backfilled with river sand, water entering these gaps now poses structural risks. The concrete around the weir and light box was mixed with river sand rather than aggregate; it has cracked badly. The weir was installed at an angle, with exposed, unsealed gaps. The light box sits raised above its base and the surrounding pavers. Cement between most pavers has deep cracks, some of which extend down the wall. Other customer reviews show a clear pattern: responsive service until payment, then quality issues and silence. Positive reviews mention different installers and appear related to another company. I have offered site access for inspection, indicated I can provide photographic evidence of the defects, and requested a written plan with timeframes for repairs. They have not asked for the photos, proposed an inspection, or responded at all. If you are considering Penguin Pools, be aware that post-payment service and quality control appear to be optional rather than guaranteed.