Hallmark Pool & Spa World / Pool Builder Orlando

This is a response to Mrs. Kathy Nguyen, I am John, a pool designer here at Hallmark Pool that worked with Kathy. Dear Mrs. Kathy Nygren, Unfortunately, you didn’t tell the full story. After you signed your contract with us in Feb 2021, you mentioned if we can add railing inside the pool for your lovely daughter. So, I went to the owner office & I asked the owner what we need to charge you for a railing system in your pool due to your lovely daughter who is handicap. The owner said, “We will do the handrail in Kathy pool at no extra charge.” That alone Kathy was over $1,200.00. However, you had an issue with a beautiful 6’x20’ aluminum Florida room that wasn’t permitted. I ask the owner RC, what to do about your illegal lanai and he said, “We would simply draw it up showing the lanai and just place in the pool survey, “Existing Lanai”. If the inspector sees your Lanai and it’s not on his copy of the survey, he will start asking questions. Unpermitted buildings would fall under code enforcement. No permitting would be approved until code enforcement resolve unpermitted work. We would have no way of knowing the length of time to resolve the issue. Ultimately, months later you removed your lanai. But also, you were upset with us because you took down your fence. I explained to you Kathy at your home, “There is no need to take down your fence until we are close in starting your pool.” I even told you Kathy, “I will get my sons to help me.... we will let you know when it’s time.” Plus, we only needed to take a section out of your fence for our equipment to go through but, you hired people to take down all your fence. So finally, we sent your pool into permitting. Now, due to your retention pond in your backyard, the permitting office kicked back your pool plan to us. They said that you couldn’t build a pool due to setbacks. I designed your pool within the setbacks, but after the second time of re-permitting, they said it couldn’t be built due to the retention pond. We tried twice Kathy. So, the owner had to schedule an appointment, he physically went over the permitting department heads and spoke with the engineering department face to face. After some time, going back & forth with them, they finally approved your pool which meant, anyone home that is backed up to the retention pond could build a pool. Thanks to the owner of Hallmark Pool Kathy, and you are fully aware of what he did for you, and you incurred charges for this service, but we didn't charge you. I wonder how many other pool companies would have spent the time and done this for a client. All permits were completed in Oct. Kathy, not in November. So yes, this indeed was a very long process, Kathy. After some time, you kept calling, stopping by the office, and texting me wanting progress on us starting your pool. I explained to you, that you are in line with other clients. Then as time went by you kept saying you wanted your deposit back. I explained we are just a couple months away Kathy. I said if you want your deposit back, we will do so minus all expenses that we spent for permitting and my time for me designing your pool. I also, explained to you many times even when you received your deposit back, your pool has gone up about $7,000.00+ not from $46k to $62k as you had mentioned. In your signed contract its say's we don't have to returned deposit's. But we do. So, you did receive your deposit back. Later I sent you a Merry Christmas wish. You replied, "I wish you could've have built a pool for my daughter." I said, "Kathy, your pool would have been finish by June." You said, "If you brought back us your deposit, can we start?" I said you would need to go back of the line." You said, "Oh Lord" Kathy, we are truly sorry for your experience with us but please do me a favor, stand in front of a mirror and say, "Why am I not receiving a pool?" I pray all the best for you and your beautiful family Kathy. We have been in business for over 40 years. We work with Disney, Volcano Bay at Universal, YMCA's, Give Kids The World, hotels, etc. God Bless, John

We could have bought a spa for our home at any store. We bought ours from Hallmark pool and spa in Kissimmee. We are glad that we did because after almost a full year one of the large jets in the spa broke and pieces appeared in the bottom of our spa. I took the pieces to the store and the owners’ son, Ryan Crotty immediately contacted the manufacturer for replacement parts. Unfortunately for me, the parts were back ordered. I waited for over a month. The parts finally came in and this family owned business promptly sent one of their other sons, Marshall, who was also a service technician to fix our spa. Marshall who came over to fix our spa is an expert who took less than 30 minutes to fix our jet. He inspected the other jets as well and said another one other jet needed replacing and promptly replaced it too at no cost to us. There are many spa stores you can buy from. It’s not what brand spa you buy, ITS WHO YOU BUY IT FROM THAT MATTERS. We would strongly recommend Hallmark pool and spa for all you pool and spa needs.

Couldn't be more happy with our experience. From the very beginning when Ryan came out to write up the estimate for new tile and resurfacing to pool start-up day. Everyone along the way was professional and courteous. Marshall and Luna knocked it out of the park. Karen was awesome, being able to work around my schedule and communicate when next steps would happen. Chris wrapped things up by starting up the pool and making sure I didn't have any questions. Great job Hallmark Pool & Spa....thanks!

We hired Hallmark Pool and Spa World to build our pool and they did a fantastic job explaining everything and helping us with the options. Showed up when they were supposed to except a couple days we had heavy rain but that's to be expected. They stayed in communication with us and we are very happy with the end product. Thank you RC and your dedicated staff!