Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for swimming pool contractors that have earned the prestigious Diamond Certified award. For Classic Pools, the key to achieving and maintaining high levels of customer satisfaction is simple: take a hands-on approach to every project in order to provide the client with a final product that meets their expectations. “We’re a family-run company, so our customers have access to our top people at all times,” says owner Val Toland. “We’re always available to answer their questions and give them the attention and quality service they deserve.”

Classic Pools has been designing, building, and installing all types of swimming pools and spas for residential and commercial clients throughout the Bay Area since 1990. The company also performs pool remodeling and renovation work (pool reshaping and resurfacing; spa, waterfall, spillway and pond installations) and builds pools for commercial establishments like apartments and health clubs.

Unlike less experienced swimming pool contractors that do the absolute minimum required to meet construction codes, Classic Pools regularly exceeds engineering and code requirements to ensure stronger, better quality pools. “Steel and concrete are relatively inexpensive compared to the cost of installing and repairing pools, so we install more steel and concrete in every pool than we’re required to,” explains Mr. Toland. “Structure is critical in a pool that’s going to sit in place for 50 years or more, so by building our clients’ pools better the first time, we’re able to give them trouble-free products that look better and last longer.”

To further differentiate itself from its competition, Classic Pools provides every project with the hands-on expertise of Mr. Toland himself. “I’m the original license holder of the company, and I’m still the one who builds the pools,” he says. “I’m part of the process from the planning stages to the actual construction, and that’s really beneficial to our customers. Experience makes for better pools, and I bring more than three decades of experience to each job.”

If you’re thinking about installing a pool on your property, make sure you consider energy efficiency. Gone are the days when homeowners feel guilty about the wasted water, spent energy and high utility bills that come with owning a pool. New advancements in pool construction and equipment have made swimming pools more energy-efficient than ever before. “For example, pool pump motors used to be big energy hogs, but there are new variable pump motors that cost a quarter of what older motors cost to operate,” explains Val Toland, owner of Classic Pools in Concord. “Form meets functionality with these new options, and homeowners have more choices in terms of energy efficiency, water usage, and lighting.”

Pool lighting in particular has seen major changes that benefit both consumers and the environment. Most pools used to be lit by single or multiple 500-watt bulbs, which sucked huge amounts of energy without providing much lighting payoff. Today’s LED pool lights have changed that dynamic. “Now, pool contractors can install low-voltage LED lights all around a pool, and they only use 10 to 20 watts per bulb,” explains Mr. Toland. “That’s a huge cost savings for a lot better performance. Also, LED lights last much longer than traditional bulbs.”

Other advancements like infrared sanitizing systems have replaced expensive, inefficient and time-consuming chlorination, bromination, and salt systems. And regardless of the system, automatic filtration and computer-controlled systems allow homeowners to efficiently control their pools’ filtration and cleaning systems and tailor them to their unique needs.

But what about all that wasted heating energy and water? Solar pool heaters harness the power of the sun, and better pool covers hold in heat and retain more water. “Automatic covers are easy to use, so homeowners are much more likely to cover their pools, which prevents evaporation,” says Mr. Toland. “The new covers are also low-maintenance and provide better water retention, so refilling isn’t necessary.”

Q: How long will it take to install my new pool?

A: Every pool project is different, so once we determine the specifics of your job, we’ll be able to give you a timeframe for how the work will go from beginning to end. Generally, it takes a couple of weeks to get the permit, and then we can move quickly from there. Our goal is to complete every job within 45 days of the permit being pulled.

Q: What’s the first step to building a pool?

A: The first step is to create a written plan (usually comprised of about 20 steps) so you can see what we’re doing at every phase and know what to expect. We’ll give you a copy of the plan so you can get comfortable with the process.

Q: Are you honest with your pricing?

A: Absolutely. We believe it’s better for our customers to know the whole cost upfront, so each of our bids and contracts is all-inclusive. Unless you want changes or additions, what you see on the original contract is what the final product will cost.

Q: Will you take care of the permit process?

A: Yes, we’ll pull all the necessary permits for your job. Permit costs vary depending on where you live, but we never charge more than what the city charges.

Q: Will you communicate with me during my pool project?

A: Yes, we communicate constantly with our clients. It’s easy for contractors to oversimplify jobs and not do a good job of explaining things because they know the processes so well, but we’ve found that our clients are happier if we take the time to explain what’s happening next and lay out our expectations for the rest of the job.

Q: How much will it cost to complete my pool project?

A: It depends on the extent of the work, but we’ll address pricing right away so you know what to expect in terms of your budget. Quality pool construction isn’t cheap, so we’ve found it’s best to explain everything to our customers upfront and give them honest estimates so they can make informed decisions.