As Charles Dickens famously wrote at the beginning of The Tale of Two Cities, “It was the best of times, it was the worst of times.” Perhaps no period in the modern history of the pool industry better exemplifies that fateful dichotomy than what happened during the pandemic.
Stating the obvious, the COVID-19 pandemic brought unprecedented challenges to many industries, and pool construction was no exception. Unlike other sectors where business ground to a halt, however, the pool construction industry was caught off guard by a dramatic surge in demand for both new pools and remodels.
At the time, some people (including yours truly) speculated the economic instability and future uncertainty would stifle luxury spending. The exact opposite happened. Despite the vast difficulties and obstacles encountered during the pandemic, swimming pools and spas suddenly became “essential” to many homeowners.
Although an uptick in sales is always welcome, the combination of circumstances was challenging, to say the least. The buying frenzy combined with stifling labor shortages, severe supply-chain disruptions, and the pressure resulting from rushed projects stretched builders to their operational limits. It’s not surprising that the sudden crunch, in some cases, led to construction defects that have, in turn, resulted in costly litigation.
While some issues were immediately apparent, many pandemic-driven mistakes are only now surfacing, leaving both homeowners and builders grappling with the consequences of pools that were installed under the most chaotic and uncertain of circumstances.
Supply Chain and Labor Challenges
Julie Kazdin, vice president of operations for Kazdin Pool & Spa based on Long Island, N.Y., is a veteran in pool service, repairs and renovations. She reports an uptick in repair and renovation work resulting from pandemic pressures — especially those driven by shortages in materials and labor, which led to corner-cutting and mistakes, albeit unintentionally.
“I don’t think people were doing things wrong on purpose,” she says, “but the circumstances led to lots of issues. I think it had to do with the shortage of products and people. There’s no question we’re seeing problems as a result of it.”
She notes specific examples of improper curing and plastering in pools, as well as plumbing that wasn’t properly winterized or installed correctly in the first place. Those missteps have led to costly renovations, in some cases, including pools that weren’t up to code or built to industry standards.
“We had one pool built during the pandemic that was not in compliance with building codes whatsoever. We had to red tag the whole pool,” she recalls. “That problem has led to an ongoing situation that has left the customer frustrated and not knowing where to turn.”
Kazdin also reflects on the boom in real estate, where houses were sold without inspection, compounding construction issues for buyers who later discovered problems in their new homes. “Because so many people were able to work at home, or forced to work at home, they were leaving the city in record numbers. Many people weren’t exercising proper due diligence and problems with pools were missed.”
Overextension and Lack of Supervision
Scott Cohen, president of Green Scene Landscaping & Pools in Chatsworth, Calif., is an experienced expert witness in pool construction defect cases. He believes that some builders became overwhelmed during the pandemic, taking on more work than they could handle, resulting in a decline in project supervision and quality control.
“When you start going too fast, your wheels start to wobble,” Cohen says, describing the chaotic pace many companies adopted. “That’s when mistakes can happen.”
Some builders, he says, were stretched too thin and turned to unfamiliar subcontractors to meet deadlines. “It was a situation where some people were in a bind, and they thought, we can’t get our regular guy to do this, so let’s send a new company we’ve never worked with, and things fall apart.”
To stabilize the wobble, Cohen’s company limited new projects and maintained transparent communication with clients, ensuring delays were explained and expectations managed. “We’ve heard that some companies didn’t respond to clients and potential clients in a timely manner, or at all. We found that most clients were understanding, at least to a point, but you do need to make the effort or they become frustrated, which only adds to the pressure. That’s why we implemented a ‘wait list’ sign-up program, rather than turn down potential clients directly. Taking more active projects could have been problematic.”
Cohen also cautions against attributing all problems to the pandemic. “Every situation is different, and we should be careful about using the pandemic as an excuse for every problem. Not all of the defects out there are because of the pandemic, but there’s no question some problems were the result of it.”
The Rise of Inexperienced Builders
Paolo Benedetti, CEO/principal at Aquatic Technology Pool and Spa located in Morgan Hill, Calif., is also a vastly experienced expert witness in cases nationwide. He attributes many unresolved pandemic-related conflicts to the rush of new, inexperienced builders entering the market in an effort to capitalize on the unmet demand.
“Some people who had not been building pools or were just a remodel company, said, ‘Oh, I can build pools,’” he says. “They took on work they had never done before, and were trying to do it as fast as possible. It’s obvious why that set of circumstances would lead to defects.”
This influx of inexperienced contractors resulted in structural issues like cracking and water intrusion in poorly designed pools. Benedetti points out that the chaotic environment also caused a surge in subcontractors and suppliers cutting corners to meet demand.
“There was a labor shortage, there was a material shortage, and homeowners were clamoring to have things done fast,” he says, all of which combined to lower standards of workmanship.
Lessons Learned
Despite the challenges, the pandemic forced some companies to reevaluate their processes. Kazdin used the downtime for staff training and development, aiming to improve her company’s standards.
“I took the time to train my staff better, to make the industry better, make my company better,” Kazdin shares. She also advises homeowners to research contractors thoroughly, cautioning against the allure of quick, cheap solutions. “When reputable companies have six-month or longer backlogs, and someone tells you they can build your pool right away, it’s wise to ask why,” she observes.
Cohen emphasizes the importance of setting limits on work capacity. “We grew 40% higher than our regular production, and that was our limit,” he says. “Going beyond that would have jeopardized both quality and our reputation.”
Finding and setting those limits requires discipline, he adds, especially given the understandable desire to take advantage of a hot market. “Many of us remember what it was like back in the recession when we didn’t have enough work,” he recalls. “So, it’s natural to do everything you can to take advantage of the available opportunities, but you still need to maintain a quality standard.”
Benedetti underscores the need for greater professional responsibility on the part of some builders, which he says takes the form of better planning and supervision, advocating for professional engineering plans to avoid structural flaws. “Builders need to take responsibility. It’s unfortunate when people blame others instead of acknowledging their own mistakes,” he says.
Indeed, the pandemic era revealed vulnerabilities in some companies’ pool construction systems, from labor and material shortages to the dangers of taking on too much work too quickly. And although fully rectifying pandemic-era mistakes, born of pandemic-era pressure, will take some time, it’s been a learning experience for most companies. They have emerged stronger and more prepared for whatever comes next.
This article first appeared in the January 2025 issue of AQUA Magazine — the top resource for retailers, builders and service pros in the pool and spa industry. Subscriptions to the print magazine are free to all industry professionals. Click here to subscribe.
