If reinforced PVC membranes are such a technically sound and long-lasting waterproofing solution, the obvious question is:
Why aren’t they everywhere — especially in North America, the largest pool market in the world?

The answer lies in how American pools have traditionally been designed and built, and how that tradition has slowed the adoption of more engineered, reliable solutions — even when the performance benefits are clear.

A Legacy of Shape Over Function

One of the defining features of the North American residential pool market — especially since the 1950s — has been its love for freeform pool shapes. Curved, kidney-shaped, lagoon-style, and organically sculpted designs have dominated backyards across the U.S. for decades.

These shapes lend themselves well to gunite construction, which allows complete freedom in form and finish. But they pose a unique challenge for reinforced PVC membranes, which are supplied in rolls, custom-fitted on site by heat-welding and engineered for durability — but not extensive stretch.

Unlike flexible vinyl liners that can be vacuum-formed into irregular curves, reinforced PVC membranes are dimensionally stable and have minimal elasticity, one of the very features that makes them last so long. But that strength and rigidity also means they are best suited to smooth rectilinear shapes or pools with consistent radiuses and defined transitions.

For decades, this technical limitation restricted the adoption of reinforced membranes in a market dominated by complex, curvy pool forms — particularly in suburban residential builds.

Innovation Slow to Enter the U.S. Market

The North American pool industry has long been rooted in tried-and-true construction models that haven’t changed significantly since the 1940s. In fact, many pools built today still follow the same basic layout and methodology as the first post-war gunite pools:
Concrete shell, plumbing, plaster or tile finish — and little focus on true waterproofing as a separate function.

Meanwhile, European and other international markets, where space constraints and design culture favor cleaner, rectilinear architecture, have embraced reinforced membranes for decades. These regions have led in implementing engineered materials that decouple waterproofing from the structural shell, treating it as a specialized discipline rather than a side effect of the surface finish.

As a result, the U.S. market has largely lagged behind the evolution of reliable, low-maintenance, physics-based waterproofing methods — particularly in the residential sector.

A Building Culture Reluctant to Change — Until Now

Much like other mature industries, the North American pool market has historically been resistant to change, particularly when existing methods are familiar, profitable, and understood by local contractors. However, the tide is turning — thanks to shifting consumer expectations and a new generation of builders and homeowners.

Younger, more informed clients are beginning to ask different questions:

• “What actually makes this pool waterproof?”
• “Why do I need to replaster after a few years?”
• “What will last 20+ years without constant repairs?”

At the same time, builders are becoming more open to physics-first solutions — systems that are engineered to solve specific problems, not just following decades of precedent. That includes better understanding of water pressure, vapor migration, freeze-thaw cycles, and the chemical realities of long-term pool operation. Reinforced PVC membranes provide a waterproofing pool finish with unique benefits not provided by marbelite, stone-colored quartz finishes or thermoplastic coating. The reinforced PVC completely seals the structure of the pool and keeps it watertight, making it ideal for renovating existing pools and building new pools.

Gary Hohne, owner of Brighton Pools was born into the pool and spa industry. His father became a builder of vinyl liner pools in 1954, following the introduction of package pools construction in the industry. Hohne has been in the pool building business his entire life. “This is the only job and industry I’ve even been in,” he chuckles. Originally, his father owned Hohne Pools and more recently Hohne Jr. started a franchise of pool builders called Brighton Pools by Hohne which now has franchises in Maryland, Virginia, West Virginia, Pennsylvania, New Jersey, New York, Delaware, North Carolina, Florida and Tennessee! “Having a family swimming pool business that started 7 decades ago, I have watched the US market for swimming pools evolve over the years and I’m thrilled to have added reinforced PVC membranes to our residential pool construction options.”

Originally Hohne got started with reinforced PVC membrane with commercial pool renovations. “The first reinforced PVC membrane pool we renovated was Constitution Park in Cumberland, Maryland. “The pool at Constitution Park was built in the 1930’s and we completely renovated this 550,000-gallon pool with reinforced PVC membrane,” explains Hohne. “Back then we only used reinforced PVC membrane in commercial applications but in the last 5 years decided to train crews to install this membrane so we can offer to waterproof both new and existing swimming pools with a finish that will last 20 years or more; there is definitely a market of consumers who don’t want to have to repaint, replaster or change their pool liner out in 10 years to less—for them, this product is the ideal solution,” says Hohne.

Brighton Pools sees that reinforced PVC membrane is a waterproofing pool finish that works for both new pool constructions as well as renovation. “Consumers are savvy and many of them would prefer not to have to replace their vinyl pool liner every 10 years or need to replaster or re-paint their pool,” says Hohne. “These consumers are willing to pay more for a reinforced PVC membrane that will last more than 20 + years and we realized this and decided that we wanted to start offering reinforced PVC for residential pools and it has been highly successful.” One of the other reasons that Hohne’s company decided to add reinforced PVC to his offering is that it is the ideal solution for renovating all types of pools. Not only for repair and renovation but also as a complete waterproofing solution. “Whether we get a call to renovate a deteriorated gunite pool, or a plaster finish pool or a traditional vinyl liner, we offer reinforced PVC membrane because we know the reinforced PVC membrane will provide a complete waterproofing solution,” says Hohne. “We also know that these pool owners are likely looking for a long-term solution and are willing to pay for a reinforced membrane so they don’t need to deal with cracked or crumbling pool walls, peeling paint, falling tiles etc.” In fact, Hohne says that every quote they provide always includes a line for reinforced PVC membrane as an option because so many people are now opting for this more permanent solution. Hohne is continuing to expand franchise operations throughout the country and he knows that reinforced PVC membranes are an important part of the company’s growth. “As more and more people are trained to install reinforced PVC membranes, the more we will see reinforced PVC membranes catching up to their level of popularity in Europe.”

Design Trends Are Catching Up to the Material

Importantly, pool design itself is changing. Modern residential pools in North America —particularly in architecturally progressive markets like Miami, Austin, and Los Angeles — are starting to follow European-influenced trends: minimalism, linear geometry, clean edges, and symmetry.

These modern forms are ideally suited for reinforced PVC membranes, which are easier to fabricate and install in rectilinear or predictable geometries. As more homeowners seek out elegant, modern pools with lower maintenance, the case for reinforced PVC membranes becomes even more compelling.

For example, Plunge pools are a category of pool that has grown exponentially in recent years. And because of their shape and size, they lend themselves perfectly to reinforced PVC membrane. Bob Hobaica, owner of Plunge+ pools (part of Easton Select Group) honed-in on reinforced PVC as a superior, waterproofing interior for their plunge pool. “I had read several articles about reinforced PVC for use in pools over the past few years and talked to installers who actively use this finish in commercial pools,” explains Hobaica. “So when RENOLIT approached me, I was receptive to learning if this waterproofing pool interior solution would work for the Plunge+ pool.” Now Plunge+ pools are constructed using reinforced PVC membrane as its method of waterproofing and finishing the pool. “RENOLIT initially came out and trained our construction crew on how to install reinforced PVC,” explains Hobaica. “There is a bit of a learning curve to the installation. However, we were all super impressed with the durability and practicality of the product, not to mention that the company’s new TOUCH textures and colors are very attractive to consumers.”

In short: the market is finally catching up to the material.

Looking Forward: A Bright Future for Reinforced PVC in North America

The next decade will likely see a major shift in how North American pools are waterproofed and finished. The demand for durable, low-maintenance, and high-performance materials is rising. The industry’s younger generation is more open to physics-driven construction. And modern pool shapes are opening the door for solutions that weren’t viable in decades past.

Reinforced PVC membranes — with their 40+ years of proven performance across Europe, commercial installations, and high-end projects — are finally finding their place in the North American residential market.

As the focus moves from simply building pools to engineering them properly, reinforced membranes are not just an option — they’re part of the future.

The post Adopting Engineered, Reliable Pool Waterproofing Innovations — Why North America pool builders are shifting toward PVC membranes appeared first on PoolMagazine.com - Get The Latest Pool News.

Poolsafe LLC, offers new mesh, removable safety fencing designed to be installed around any pool shape or size. Uses patented, transparent, large-hole ClearGuard Mesh for better visibility into the pool area, while also blending the fence into backyard. Lockable, self-closing Triton gate features a curved top bar to help prevent climbing. Unique Tri-Pod Truss system keeps gate aligned with daily usage. Available in 4ft and 5ft heights, in black, brown, beige, or gray colors. 

https://poolsafe.com/
(888) 489-2282

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The newest addition to the Temple Stone series, this new firepit is made of attractive and safe pre-cast lightweight concrete that matches the latest in outdoor living décor. Roughly 18”-inches high, 76” long and 23” wide, the Temple Stone firepit makes it easy to create a gathering space in any backyard.  Hooks up to standard propane tanks.  Shown in limestone color.  Made in USA and available for immediate shipment.

www.ricorock.com or call (888) 717-3100.

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When it comes to swimming pools, waterproofing is often assumed, not engineered. Builders focus on structure. Designers focus on aesthetics. Homeowners focus on features. But few ask the most fundamental question: What’s keeping the water in the pool?

Historically, pool builders have relied on concrete, tile, plaster, or thin coatings to do the job of waterproofing. These materials may resist water for a time, but they are not designed to provide true, long-term waterproofing. However builders looking for a long-term waterproofing solution are choosing Reinforced PVC (polyvinyl chloride) membranes because they are engineered specifically for the job of waterproofing.

Polyvinyl chloride, commonly known as PVC, is a widely used synthetic plastic polymer. It is versatile, durable, and relatively inexpensive, making it a popular choice for various applications, especially in construction. PVC can be found in both rigid and flexible forms, depending on the addition of plasticizers. The PVC used for waterproofing swimming pools is made flexible by the use of plasticizers. PVC is known for its smooth, non-porous surface that is resistant to water, chemicals as well as UV radiation. The use of PVC is therefore ideal for outdoor construction, plumbing and waterproofing membranes.

PVC liners and reinforced PVC membranes are the two main products made of PVC commonly used for swimming pool waterproofing. PVC liners are flexible sheets that provide a smooth, watertight surface ideal for residential pools due to their ease of installation and cost-effectiveness. Reinforced PVC membranes, on the other hand, consist of two sheets of vinyl that are laminated with a core of a polyester mesh to provide greater strength, durability and resistance to tearing without losing the elasticity and flexibility needed to adapt to different pool shapes and accommodate steps, tanning ledges, vanishing edge and beach entry pool designs etc. As a result, reinforced PVC membranes are ideal for high-end, larger commercial pools as well as residential pool construction and waterproofing.

Often misunderstood or lumped together with traditional, flexible vinyl liners, reinforced PVC membranes are an entirely different class of product that provides a true waterproofing solution and other benefits that meet the demands of performance and aesthetics required for building and renovating swimming pools.

Understanding the Difference: Reinforced PVC Membranes vs. Liners

It’s important to take the time to understand the differences between a reinforced PVC membrane versus a traditional, vinyl pool liner. While both use vinyl as a base material, the comparison between a reinforced PVC membrane and a vinyl liner is like comparing architectural-grade materials to decorative coverings — similar in base composition, however they are designed for very different applications and performance demands.

Traditional vinyl liners are made of a thinner, unsupported PVC sheet that are prefabricated to the pool shape and vacuum-formed into place. They are cost-effective and are best known for use in residential applications, especially in North America. On the other hand, reinforced PVC membranes are multi- layered systems with an internal polyester mesh, installed by certified technicians. They are welded onsite to create a seamless, robust lining with decades of durability. This product is commonly used in residential pools in Europe where it is the preferred solution for residential pool construction and waterproofing. Because of their strength, reinforced PVC membranes are frequently specified by architects and engineers for commercial pool applications, especially when waterproofing is of the utmost importance such as in elevated pools or pools with high bather loads.

The Physics of True Waterproofing

To determine the most effective pool waterproofing system, we must look at the physics of how water interacts with different materials:

Permeability: Concrete and rigid coatings are porous by nature. Over time, water will migrate through capillaries, especially under pressure.

Vapor Transmission: Even small amounts of vapor transmission can cause long-term damage behind finishes, such as blistering.

Structural Movement: Pools are dynamic structures. Ground settling, temperature expansion, and water pressure cause constant micro-movement of the pool structure.

UV and Chemical Degradation: Exposure to sunlight and pool chemicals breaks down many traditional finishes over time, compromising waterproofing integrity.

Only non-porous, flexible, and structurally independent membranes provide full waterproofing protection. Reinforced PVC membranes meet all the criteria:

1. Zero permeability to liquid and vapor
2. Resistance to hydrostatic and osmotic pressure
3. Crack-bridging flexibility
4. UV, chemical, and abrasion resistance
5. No reliance on adhesives or substrate bonding

Making the Smart Choice: A Physics-Based Evaluation

Both builders and consumers should take the time to evaluate waterproofing systems for their swimming pool by asking themselves these physics-based questions:

Reinforced PVC membranes check all the boxes — and they are backed by decades of proven use in the most demanding pool environments—from Olympic venues, hotels, resorts, water parks, high-rise elevated pools and elite residential properties.

Freeze-Thaw Resilience: A Hidden Advantage

In colder climates, swimming pools face a powerful natural stress: the freeze-thaw cycle. Water seeps into small cracks, freezes, expands, and worsens structural damage over time. Rigid coatings — including tile, plaster, or epoxy — cannot flex with this movement and often fail seasonally. Unlike other materials, reinforced PVC membranes are immune to this destructive freeze-thaw process. Their flexibility and mechanical independence from the concrete shell allow them to absorb expansion and contraction without cracking, delaminating, or weakening. This makes them ideal for pools in seasonal climates where winterization is a necessity.

Built to Move, Designed to Last

Swimming pools are not static. They expand and contract with temperature, vibrate with use, and shift subtly over time. Most finishes can’t keep up — but reinforced PVC can because they:

1/ are mechanically anchored to the shell — not bonded with adhesives that can fail

2/ bridge cracks and joints, maintaining water tightness

Additionally, reinforced PVC membranes are soft underfoot for swimmers, with optional textures for safety and aesthetics. They are also easily repairable, without the need for costly resurfacing.

It is therefore no surprise that reinforced PVC membranes are becoming the go-to specification for new construction, renovations, and commercial aquatic centers worldwide, especially since the product is offered in 60, 70 & 80mil thicknesses.

Waterproofing Is Not a Finish — It’s a Foundation

Reinforced PVC membranes are not just beautiful — they are engineered systems that deliver waterproofing as a scientific certainty, not a best guess. While other materials try to decorate or seal over a porous shell, membranes become the barrier, offering decades of reliability, even in harsh or variable environments. In today’s construction landscape, performance matters. And the physics points in one direction: reinforced PVC is the future of pool waterproofing.

In addition to the structural solution provided by these membranes, reinforced PVC membranes are now available in a wide range of new natural stone colors and textures that make them attractive to architects, designers and consumers. In fact, when builders and consumers see the variety of finishes available in reinforced PVC membranes, they are immediately drawn to the way they enhance and blend beautifully with today’s popular decking and coping treatments.

With these new stone and marble patterns, colors, and finishes, more and more hotels, athletic facilities, and wellness spas are choosing reinforced PVC membranes because they want a more attractive look that enhances the architectural design of the facility. The RENOLIT TOUCH Vanity white marble product, for example, looks amazing for large commercial spas and soaking tubs used in wellness centres, health spas, athletic facilities, and hotels.

Final Word: Waterproof First, Then Design

Waterproofing should never be an afterthought. It should be the first technical layer of decision-making, not something hidden behind tile or assumed to come with plaster.

Reinforced PVC membranes are not just a finish — they are a complete, engineered waterproofing solution. For consumers who value longevity, and for professionals who stake their reputation on reliable construction, these membranes offer a proven, physics-based path to performance and peace of mind.

The post Waterproofing Redefined: A scientific approach to keeping water in the pool appeared first on PoolMagazine.com - Get The Latest Pool News.

For the visionary builder, the innovative designer, and the forward-thinking architect, September isn’t an ending, it’s an invitation to redefine the pool season and deliver unparalleled value by transforming aquatic investments into year-round havens.

The prevailing mindset that “the pool season ends with summer” is an outdated paradigm that fails to acknowledge the profound cultural shift toward integrated indoor-outdoor living. Today, the demand for versatile, multi-season outdoor spaces is at an all-time high, driven by clients who see their homes not merely as structures, but as sanctuaries for family, friends, and personal well-being. The opportunity for professionals lies in equipping their clients with the tools and products to extend the enjoyment of their pools far beyond the traditional summer months. By embracing a broader perspective, a pool becomes the shimmering heart of a sanctuary, and the concept of “extending the season” expands to encompass a rich tapestry of experiences. Imagine tranquil evenings by a warming fire, vibrant fall gatherings illuminated by the dance of flames on water, or crisp winter afternoons where a well-lit pool brings a sense of serenity and luxury. This is about creating a space that feels just as inviting on a cool October evening as it does on a sunny July afternoon.

The Allure of Fire Features: More Than Just Warmth

At the core of this seasonal extension lies the timeless, captivating interplay of fire and water. When these two primal elements are brought together in an intentional design, they create a sensory experience that transcends mere aesthetics. They provide warmth, light, sound, and a powerful focal point that naturally draws people in, extending the usability and enjoyment of an outdoor space as temperatures cool. Fire features are no longer an afterthought; they are integral design components that dictate flow, ambiance, and functionality.

Standalone Fire Pits: Often the most accessible entry point for clients, these robust, free-standing bowls become natural gathering spots. They provide powerful heat and serve as a statement piece, anchoring a seating area near the pool. Ledge Lounger’s new Halo plug-and-play fire pit is an exceptional example, offering an elegant solution that is both easy to install and visually striking. The robust construction and sleek design make it a perfect centerpiece for any pool deck.

Integrated Fire Tables: For a more sleek, modern approach, fire tables are ideal. These low-profile designs often conceal propane tanks, maintaining clean lines and a sophisticated aesthetic. Their coffee-table height makes them perfect for casual entertaining, providing both warmth and a surface for drinks or food. The Fairmont, and Manchester fire tables from Prism Hardscapes offers a stunning array of these tables, each crafted with precision and a contemporary sensibility.

Fire and Water Bowls: These features represent the pinnacle of elemental integration, with a central flame surrounded by gracefully spilling water. This dual functionality offers a multi-sensory experience: the visual contrast, the soothing sound of the cascading water, and the warmth of the fire combine to create an unparalleled ambiance. The Maya Fire and Water Bowl from The Outdoor Plus is a masterpiece of design, showcasing this powerful juxtaposition and creating a serene yet dramatic atmosphere that elevates the entire outdoor space. This is where elemental design becomes an art form.

The Canvas Beneath: Light Play with Iridescent Glass Tiles

While fire features provide warmth and light, the subtle beauty of the material selections—particularly the pool’s interior—lays the foundation for this extended-season experience. This is where mosaic glass tiles with an iridescent quality truly shine, especially when illuminated by firelight. The iridescent properties of these tiles create a dynamic surface that transforms under different lighting conditions. As flickering flames from a nearby fire feature dance across the pool’s surface, they complement the iridescence, creating an enchanting, mesmerizing effect. This unique interplay at night creates a completely new dynamic, offering a different aesthetic than the daytime sun-drenched pool. This luminous interaction is further enhanced by moonlight and strategic landscape lighting, ensuring the pool remains a captivating focal point even after the sun has set.

Trending at AquaBlu Mosaics is the Le Gemme series from Bisazza, handcrafted with aventurine and colored enamel granules to produce a captivating golden iridescence. The Oasis Collection offers a palette of sophisticated, warm neutrals with a subtle luster perfect for this application. The Titanium Collection from Vidrepur adds another dimension with a three-dimensional texture that further enhances its interplay with firelight. These and other stunning options are available through AquaBlu Mosaics, empowering you to achieve a truly bespoke and luxurious feel. When you select these tiles, you’re not just choosing a surface; you’re creating a captivating, tranquil ambiance that responds to light.

Defining Luxury and Durability with Porcelain Pavers

The pool’s interior and fire features are the stars, but the hardscaping around them is the stage. To truly extend the season, the surrounding deck and pathways must be designed for comfort, durability, and aesthetic harmony. Porcelain pavers have revolutionized outdoor flooring, offering an unparalleled combination of beauty and resilience.

The practical benefits of 2cm outdoor porcelain pavers are undeniable. They are frost-proof, stain-resistant, slip-resistant, and impervious to mold, moss, and fading. This translates directly to reduced maintenance and a longer lifespan for the outdoor living space—critical factors for year-round usability. In regions with freezing and thawing cycles, their resistance to thermal shock ensures they will not crack or splinter, a common problem with other materials.

Porcelain pavers also come in an astonishing array of finishes, allowing for limitless design flexibility. They can replicate the look of natural stone, wood, concrete, and more with remarkable fidelity. This versatility allows you to create a cohesive, multi-layered design that perfectly complements the pool’s tile and fire features. Trending at AquaBlu this season is warm, inviting terrazzo as well as rich, earthy wood grains that tie perfectly into a fall ambiance. The ultimate expression of this is using matching interior tile that extends a cohesive look from indoors to out, creating a luxurious and effortless transition. This trending concept of seamless transitions blurs the line between the interior of the home and the outdoor sanctuary, making the entire space feel larger and more interconnected. By selecting pavers that complement the pool’s tile and the fire features, you can create a unified aesthetic that seamlessly blends the aquatic space with the surrounding landscape.

By embracing innovative materials and design concepts, you can transform a pool from a seasonal amenity into a timeless, multi-season centerpiece for outdoor living. AquaBlu empowers trade professionals to craft these environments through our expertly curated collections and strategic brand partnerships. This ensures competitive pricing and quick lead times, which are paired with our unwavering commitment to customer service and care.

For the latest products and industry insights that give your business a competitive edge, along with all the perks of being a trade professional, be sure to register for our AquaPRO trade program today!

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(Chesterfield, UK) – Superior Wellness, a global leader in hot tubs, swim spas, and wellness products, is delighted to announce the appointment of three new AquaSolus Sales Managers as the brand continues its rapid expansion across North America. The announcement comes at an exciting time, as AquaSolus debuted its brand-new Series 3, a striking evolution in design, innovation, and performance at the PSP/Deck Expo in Las Vegas last week.

Gareth Ward, Global Sales Director, Superior Wellness said, “We’re thrilled to welcome Dave, Ray, and Joe – our new AquaSolus Sales Managers to the Superior Wellness family. Each brings decades of industry knowledge, trusted dealer relationships, and a shared passion for wellness. Their arrival strengthens our commitment to providing outstanding support to our growing dealer network.”

The investment in three experienced Sales Managers in the United States reflects Superior Wellness’ continued commitment to growth in the North American market across their portfolio of brands, such as Platinum Spas, Chill Tubs, and of course, AquaSolus. This growth aligns with the company’s vision to become the world’s biggest hot tub brand.

Dave Henderson joins Superior Wellness as AquaSolus Sales Manager, bringing over three decades of experience in the pool and spa industry, including eight years as a Regional Manager in the spa business.

Before joining Superior Wellness, Dave served as Regional Manager at Bullfrog Spas, where he managed relationships with over 100 dealers. His impressive career also includes regional management roles with Jacuzzi Hot Tubs (JHT) and Bullfrog Spas (BFS). As Corporate Trainer at BFS, Dave designed both online and in-person training programs and served as a respected presenter at national dealer events. His deep product knowledge and dealer-focused approach make him a valuable asset to the AquaSolus team.

Dave Henderson, Regional Manager, AquaSolus said, “I am thrilled to be representing the AquaSolus line with a company that shares my passion for innovation and quality.”

Joining the team as AquaSolus Sales Manager, Ray Pritchett brings a wealth of experience, with 30 years in the hot tub industry. Ray’s diverse background includes 20 years as a Regional Manager, five years as the owner of a service and warranty company, and five years in retail spa sales.

Most recently, Ray held the position of Regional Manager at Bullfrog Spas, where he developed strong dealer relationships and a proven track record of driving growth. His hands-on experience across multiple facets of the spa business, from retail to after-sales service, provides a well-rounded perspective that will greatly benefit AquaSolus partners and customers alike.

RayPritchett, sales manager at AquaSolus said, “I am excited to join Superior Wellness and represent our new AquaSolus spas. From the moment I first saw AquaSolus I knew I wanted to sell them. I am honoured to represent a global company that makes affordable, luxurious, and reliable spas.”

Joe Sullivan joins Superior Wellness as AquaSolus Sales Manager, bringing extensive sales and business development experience within the spa and wellness industry. Throughout his career, Joe has held progressive sales, management, and leadership roles with several of the most recognized brands in the market, driving growth, strategic partnerships, and operational excellence.

His background includes leadership positions such as: Regional Sales Manager for Sundance Spas & Jacuzzi Spas; Director of Partner Development at Bullfrog Spas; and VP of Sales and Marketing at Jacuzzi Brands, Sunrise Spas & Dream Maker Spas. Most recently, he served as U.S. Head of Sales for PurSpas & Innova Spas, overseeing national sales performance and brand development.

Known for his collaborative leadership and strategic approach, Joe brings a passionate blend of retail, training, and executive experience to AquaSolus. His focus on dealer relationships, team motivation, and performance-driven results makes him a key addition to the growing North American sales team.

Joe Sullivan, sales manager at AquaSolus said, “I’m excited to share that I’ve joined Superior Wellness, helping launch our new premium brand, AquaSolus. This brand represents where wellness meets innovation—and reminds us that what we build on tomorrow starts with what we do today!”

The addition of these new team members marks another major milestone in Superior Wellness’ North American expansion, ensuring the premium AquaSolus brand continues to thrive in key markets.

Visit Superior Wellness and AquaSolus to discover the latest in spa and wellness innovation.

Contact
For further information, please contact Beth Hibbert via Beth@PitchpointComms.co.uk

About Superior Wellness
Superior Wellness is a global leader in hot tubs, swim spas, and wellness products, headquartered in Chesterfield, UK. With a focus on innovation, quality, and customer care, the company partners with a network of global dealers to make wellness accessible to everyone.

About AquaSolus
AquaSolus is a premium spa brand by Superior Wellness, combining advanced hydrotherapy, cutting-edge design, and energy-efficient technology to deliver the ultimate wellness experience. Engineered for both performance and comfort, AquaSolus spas are built to the highest standards and designed to enhance every aspect of relaxation and recovery. With its growing presence across North America, AquaSolus continues to redefine modern wellness through innovation, craftsmanship, and a commitment to excellence.

The post Superior Wellness Adds Three Sales Managers to AquaSolus Team appeared first on PoolMagazine.com - Get The Latest Pool News.

In the world of modern swimming pool designs, there is a surge in demand for the excitement of moving water. Luxurious, colorful, and dramatic pool features provide a beautiful and comfortable place to relax and cool off, and increasingly, the connoisseurs of swimming pool experiences want the added option to wake up the water. Enter the backyard Adventure Pool.

At the heart of creating an adventure pool lies one key component, the Riverflow Pump system. In this article, we will explore what adventure pools are, how they work, and how Riverflow Pump technology can transform your backyard into an exhilarating aquatic experience by making a beautiful pool come alive with current. The goal of an adventure pool is to create an experience that excites the senses and challenges individuals while also providing a fun and enjoyable, immersive experience.

What is an Adventure Pool?

Adventure pools are a new wave of pool design, focused on giving water enthusiasts options from slow-moving currents to dynamic, moving water experiences. Riverflow’s variable speed control allows for a toe-tickling current that many users find rejuvenating, and that can quickly be dialed-up to create a flowing river experience for play and fitness. The RiverFlow pump makes the feel of moving water instantly available in your pool. You will know why the Fountain of Youth was found in a body of water.

The benefits of water-based fitness training are well understood. Peak cardiac fitness is much easier to achieve in water, and buoyancy saves damage to bones and joints. Aqua fitness class instructors know that all water movement increases calorie burn compared to on-the-ground training. Advanced swimmers love the RiverFlow current that can simulate rigorous open water swimming without losing the flip-turn of a pool.

Adventure pools are often built to emulate nature. The option of turning up the flow of water from mild, to high-energy, simulates the ebb and flow of living bodies of water, like rivers and oceans. These pools are typically larger and deeper than standard pools and often come with water-power options like varying water depths, waves, and currents. Adventure pools are designed to cater to people who want to recreate the thrill of outdoor water sports and activities without leaving their property.

How Do Adventure Pools Work?

The Riverflow pump system is the engine behind the excitement of the adventure pool. It works by harnessing advanced pump technology that creates a powerful water current. This current can be adjusted in speed and intensity to suit different activities and user preferences. You can choose to walk or run in current, or enjoy a relaxing swim, or you can choose a fast-flowing turbulent current for more intensive swimming or water sports. Riverflow power provides versatility and control.

Key Features of the Riverflow Current System

Adjustable Current Speeds: The Riverflow pump system allows for the customization of water flow speed. Whether you’re looking for a slow, gentle current for light resistance training or a fast, strong current for simulated river rafting or wakeboarding, the system can be tailored to meet the needs of the user. The ability to control the current speed makes the adventure pool suitable for swimmers of all levels, from beginners to advanced water sports enthusiasts.

Continuous, Smooth Flow: One of the defining features of the Riverflow system is its ability to create a smooth, consistent current that feels natural. The current generated by the Riverflow pump mimics the continuous flow of a river, providing a stable environment for water-based activities such as swimming against the current, kayaking, or even paddleboarding. While pool jets cause distracting bubbles with a restrictive range, the Riverflow system creates a wide, steady, uninterrupted current that can be enjoyed for hours.

Powerful, Energy Efficient, and Highly Reliable: RiverFlow offers the best warranty in the industry. By converting 3-phase to single-phase power and by using a highly efficient Variable Frequency Drive, the cost of operation is superior for energy efficiency. Riverflow has a world-class reliability rating, and our systems have been operational for more than 20 years when well-maintained. Riverflow is also compatible with saltwater.

Silent and Unseen: Riverflow is the quietest system on the market. While some systems use noisy and narrow, high-pressure jets, the Riverflow pump is smooth and quiet, and can be installed to be hidden and virtually unseen. The RiverFlow Design Team can give you ideas for how far away the pump can be located and how to make it easily accessible for care. The silence and invisibility is a joyful surprise.

Versatile Water Fitness: Depending on the desired experience, the Riverflow pump system can simulate a wide range of natural water environments. For those who enjoy Kayaking, surfing or wakeboarding, the current can be set to simulate waves or powerful surges in your backyard. Alternatively, the system can be adjusted to create calmer conditions for water jogging, swimming, or aquatic fitness routines. This versatility allows for a wide range of activities in a single pool, making it a perfect addition for water-lovers of all ages.

Resistance Training and Fitness: One of the most popular uses of adventure pools is for fitness and resistance training. The Riverflow system provides a built-in current resistance environment that can be customized to your level of fitness. You can train against the current to build strength, improve endurance, and increase cardiovascular fitness. Whether you’re swimming laps, walking, running, or using water dumbbells, the resistance of the current adds an extra level of challenge and effectiveness to your workout routine.

Environmental Simulation: For those who are looking to replicate the excitement of river rafting, surfing, or even white-water swimming, the Riverflow system can simulate the water conditions of natural rivers and lakes. By adjusting the intensity of the current, you can recreate the feel of navigating through rapids, maneuvering around obstacles, or simply swimming in the open water. This level of simulation makes adventure pools with Riverflow technology ideal for water sports enthusiasts who want to practice their skills in a controlled and safe environment. RiverFlow is a premier engine for Water Rescue Training Pools internationally.

Start Your Adventure Pool Journey Today

Adventure pools, powered by the Riverflow Pumps, offer a unique and exciting way to experience water for relaxation, sports, and fitness without leaving the comfort of your home. There is no more versatile moving water experience than a RiverFlow Pool.

Imagine grandparents bobbing in the moving water near a beach entrance while their daughter swims in the sweet spot of the current nearby, then imagine the husband turns up the volume and the squealing grandchildren gleefully slide into the current.

Whether you’re swimming against a powerful current, practicing water sports, or enjoying a relaxing float in simulated river conditions, adventure pools provide an exhilarating experience for all ages and skill levels. With customizable features, smooth water flow, and the ability to simulate a variety of natural water environments, Riverflow pumps are the key to transforming your backyard into an aquatic adventure zone.

Harness the power of RiverFlow Pumps used in commercial lazy rivers around the world to create your backyard adventure pool. Invest in a pool experience that promises years of excitement and enjoyment for you, your family, and friends.

For more information, visit: https://riverflowpumps.com/adventure-pool/

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Crafting truly exceptional outdoor spaces demands a commitment to unparalleled quality and design. For luxury pool builders, landscape designers, and architects, the pursuit of portfolio-worthy projects means looking beyond the standard, embracing innovations that elevate both aesthetics and functionality. This guide explores five premium upgrades that will not only captivate your clients but also set your work apart in a competitive market.

Pool Interiors: Upgrade to Glass Mosaic Pool Finishes

For projects destined to define luxury outdoors, the choice of interior finish is paramount. Glass tile offers an aesthetic and performance profile unmatched by conventional materials, ensuring your pool becomes a radiant centerpiece.

The defining characteristic of glass tile is its unrivaled brilliance and luminosity. Unlike plaster or even standard porcelain, glass inherently captures and refracts light, creating a dynamic interplay of shimmer and sparkle that imbues the water with breathtaking depth of color. This optical quality is unique to glass, delivering a visual spectacle that instantly communicates bespoke luxury.

Beyond its captivating beauty, glass tile boasts exceptional durability, making it a discerning choice for high-end installations. It’s impervious to chemical degradation, staining, and fading, guaranteeing the pool’s pristine appearance for decades. Its non-porous nature also resists mold and mildew, simplifying maintenance and ensuring a hygienic environment—a crucial consideration for sophisticated clients. This resilience protects your client’s investment and upholds the long-term integrity of your design.

The true artistry of glass tile, however, lies in its limitless bespoke mosaic possibilities. This is where your creative vision can truly flourish, transforming a pool into a personalized masterpiece. From custom color blends and gradients to intricate designs directly within the pool basin, the potential for personalization is immense. For signature projects, consider custom murals for feature walls that provide a breathtaking focal point.

The Proper Foundation: Upgrade to Epoxy Installation Systems

A truly exceptional finish demands an equally exceptional foundation. Just as you wouldn’t equip a high-performance luxury vehicle with inferior components, a premium glass tile installation necessitates the very best in waterproofing and adhesive systems. Your installation products are as critical as the glass tile itself in safeguarding your client’s investment and your project’s reputation. Compromising on these unseen elements can lead to costly failures that undermine even the most exquisite tile work.

For uncompromising performance and aesthetic integration, Litokol products like Litoelastic thin set and Starlike EVO grouts, imported from Italy, is an industry benchmark. These aren’t merely high-performance; they are a designer’s essential tool, offering an astonishing palette of 150+ colors. This extensive range allows for precise grout color matching to your chosen glass tile, creating a monolithic, seamless appearance, or strategically contrasting to highlight intricate mosaic patterns. Beyond aesthetics, Litokol’s advanced epoxy formulations ensure superior waterproofing and unparalleled bond strength, creating an impenetrable barrier against moisture intrusion and securely anchoring tiles against the rigors of pool chemistry and temperature fluctuations. Their resistance to efflorescence and cracking guarantees the long-term beauty and structural integrity of the installation.

The ultimate testament to Litokol’s quality and reliability comes from its recognition by the world’s most prestigious mosaic brands. Premium brands such as SICIS, Bisazza, and Murrine Mosaics explicitly specify Litokol products in their installation guides. When leaders in high-end mosaic art trust this system to protect their products, it provides unequivocal assurance that you are selecting a solution engineered for superior durability, performance, and the preservation of your masterpiece. Protecting your investment and ensuring the longevity of your design begins with the right foundation, and this company provides that impenetrable base.

Pool Decking Materials: Upgrade to 2CM Porcelain Pavers & Coping

The pool deck is a pivotal design opportunity, bridging your home with the outdoor living area. Elevating this area with 2CM porcelain pavers and coping provides a transformative upgrade, delivering unmatched durability and unrivaled design possibilities that will define the sophistication of your outdoor living spaces. Engineered specifically for demanding exterior applications, these pavers blend robust performance with exceptional aesthetic versatility.

The design flexibility of 2CM porcelain is truly remarkable. For clients seeking coastal elegance, realistic wood grain looks in porcelain evoke the warmth of natural timber without the associated maintenance challenges. For those whose vision aligns with modern contemporary aesthetics, sleek natural stone looks—replicating the grandeur of granite, travertine, or marble—provide a sophisticated, minimalist foundation. And for projects demanding unique character or a nod to old-world charm, intricate terrazzo looks introduce visual texture and a sense of curated artistry. With this comprehensive range, you can masterfully unite the pool deck with the established architectural vernacular and interior design ethos of any upscale property.

Beyond their profound aesthetic impact, the practical advantages of 2CM porcelain pavers are truly compelling, offering unparalleled convenience and luxury outdoors. These pavers are virtually indestructible—they won’t stain, fade, or require annual sealing, significantly simplifying upkeep and preserving their pristine appearance effortlessly. For added safety and peace of mind in wet environments, they’re manufactured with inherent slip-resistant finishes, a critical feature for discerning homeowners. For efficiency and superior quality, explore an impressive assortment of 2CM pavers and coping, most of which are proudly manufactured right here in the USA. This commitment to domestic production ensures premium quality control and significantly shorter lead times, with direct shipping from the factory to your warehouse or jobsite.

In Pool Furniture: Upgrade to Cast Concrete Loungers

To truly define luxury in a pool setting, every element, including the in-pool furnishings for popular shallow water sunshelves, must resonate with bespoke quality and supreme comfort. Upgrading to Studio Redrock GFRC (glass fiber reinforced concrete) In-Pool Loungers makes a statement of uncompromising design and enduring functionality, transforming your tanning ledge into the ultimate sanctuary of relaxation.

These premium loungers are crafted with precision and engineered for effortless upkeep. Unlike typical hollow, rotomolded loungers, they arrive solid and ready for immediate deployment, requiring no water filling for exceptional convenience. Made in the USA, they embody superior craftsmanship and adhere to rigorous quality standards.

Their substantial weight, up to 165 lbs per lounger, underscores their incredible stability and durability. This robust construction ensures they remain precisely where placed, even in dynamic pool environments or high-wind conditions. The commercially rated headrest, featuring marine-grade Sunbrella fabric paired with premium stainless steel fasteners, offers superior resistance to corrosion from chlorinated or saltwater pools, guaranteeing longevity and maintaining a pristine appearance. Their overall commercially rated status further attests to their resilience, making them ideal for both high-end residential projects and exclusive resort applications.

For projects demanding absolute design cohesion, bespoke customizable colors are available for the concrete, allowing for unlimited design possibilities and personalization. Studio Redrock Cast Concrete In-Pool Loungers represent the pinnacle of in-pool furniture, seamlessly blending sculptural beauty, unparalleled durability, and custom design to create truly memorable poolside retreats.

Poolscape Ambiance: Upgrade with Fire & Water Features

As daylight fades, the poolside transforms, offering an opportunity to extend your hours of enjoyment. Integrating fire and water features creates a dramatic, inviting nighttime ambiance, transforming your poolscape into a captivating evening spectacle with unlimited design potential. With various shapes, sizes, materials, and even customization options, you can create the perfect outdoor aesthetic. These dynamic elements are more than additions; they’re focal points that define a luxurious after-dark experience.

For projects demanding an organic or rustic sensibility, GFRC (Glass Fiber Reinforced Concrete) fire and water features offer robust, authentic forms. Their versatility allows seamless integration into any architectural or landscape style, simulating natural stone like travertine. Imagine fire dramatically emerging, complemented by gentle water cascades, creating a naturalistic focal point.

For contemporary and minimalist designs, modern powder-coated stainless steel features provide crisp lines and sleek profiles. Their clean aesthetic offers a striking contrast to dancing flames and flowing water, creating a sophisticated visual interplay that enhances modern architecture. Finishes range from matte black to various metallics, providing subtle yet impactful design statements.

To infuse a space with warmth and timeless elegance, hammered copper features are an exquisite choice. Copper’s inherent luster and its unique ability to develop a rich, verdant patina over time add character and history. Flickering flames reflected on warm copper tones create an inviting, ethereal glow, evoking an old-world charm that matures beautifully.

When sourcing these captivating features, The Outdoor Plus and Prism Hardscapes are industry leaders known for exceptional quality and innovative designs. Both brands are committed to producing features that are visually arresting and built to withstand the elements, ensuring your evening poolscapes are enchanting and enduring works of art. Plus, with both Prism Hardscapes and The Outdoor Plus manufactured right here in the USA to the highest standards, you benefit from direct shipping to your location and uncompromising quality.

Crafting Legacies

Elevating a poolside project from functional to phenomenal is the hallmark of truly exceptional design. By meticulously selecting premium upgrades—from the dazzling, light-refracting beauty of glass tile and the steadfast integrity of high-performance installation systems, to the sophisticated resilience of 2CM porcelain pavers, the luxurious comfort of cast concrete in-pool loungers, and the mesmerizing allure of fire and water features—you’re not merely constructing a pool. You are crafting an immersive outdoor experience, a bespoke sanctuary that reflects unparalleled taste and enduring quality. These are the choices that define a legacy in luxury design, ensuring every project is not just completed, but celebrated.

Photos Courtesy: AquaBlu Mosaics

The post Defining Luxury Outdoors: 5 Essential Upgrades for Elite Pool & Landscape Design appeared first on PoolMagazine.com - Get The Latest Pool News.

In Austin, Texas, a city known for its competitive pool and outdoor living market, Bo Barnett has carved out a reputation for pushing boundaries. As the founder of GBIV Designs, Barnett combines artistry with engineering precision, blending design sensibility with technical know-how.

His introduction to the pool industry came somewhat unexpectedly. “I actually started in the pool business about 24 years ago,” Barnett said. “At the time, I didn’t know much about swimming pools, but I had always been into design and drawing. I got my first job at a big box company that paid me to sell pools, and that’s where I fell in love with the industry.”

After moving to Austin, Barnett co-founded a pool company in 2007. Within a decade, his firm KB Custom Pools ranked among the Top 50 Builders in the U.S. and collected multiple industry awards. But Barnett wasn’t satisfied with simply excelling in the residential market. He wanted GBIV to become a design firm that architects and builders could collaborate with on a national scale.

“As a builder with ‘custom pools’ in the company name, it was hard to get architects and design firms to see me as a peer,” he explained. “That’s when I decided to pivot. With GBIV, we could offer everything from conceptual design to structural and hydraulic engineering—not just builds in central Texas, but resources for projects all over the country.”

This broader vision opened the door to exploring innovative materials, and it was around this point in time that Barnett began championing the use of large-format porcelain tile panels.

Why Porcelain?

At the Coverings trade show in Orlando earlier this year, Barnett’s panel on porcelain drew a crowd of builders eager to hear his perspective. It’s easy to understand why: porcelain is challenging to master, but its potential is enormous.

Barnett’s interest was sparked by limitations he saw in conventional materials. “I got really bored with the one-by-one or one-by-two tiles,” he admitted. “I’d visit these amazing homes, see porcelain panels in the bathrooms, and think—why can’t we use this outside?”

Manufacturers were skeptical, arguing that porcelain wasn’t durable enough outdoors. But Barnett’s curiosity led him overseas. “In Italy, they showed me thin veneer porcelain that looked just like marble but was almost impenetrable to water, resistant to thermal expansion, and built to last,” he said. “That’s when I knew it had potential.”

He tested it on two projects. The results were visually stunning—but the process was riddled with errors. Without the right tools or methods, Barnett and his team faced broken panels, failed adhesion, and financial setbacks. Still, he saw enough promise to keep going.

Lessons From Failure

Barnett doesn’t shy away from recounting those struggles. “The first project was a financial disaster,” he said bluntly. “We broke panels just carrying them into the backyard. We used the wrong blades, the wrong adhesion methods. Out of 11 panels, seven broke. But the end result still looked incredible.”

Instead of giving up, Barnett treated those failures as tuition in a new discipline. He invested in the proper equipment: cutting tables, racks, suction cups, and scoring systems. “It cost us about $6,000 to outfit ourselves to handle the panels correctly,” he recalled. “But once we did, everything changed. Now, breaking a panel is rare. If one breaks, it’s because someone did something wrong.”

The same lesson applied to adhesives. Cementitious methods failed within 60 days, even under ideal conditions. “We followed every guideline—temperature, mixing, application—and still had delamination,” Barnett explained. “Switching to an epoxy system solved everything. Since then, we haven’t had a single failure.”

The Aesthetic Advantage

Beyond durability, porcelain’s biggest appeal lies in aesthetics. It opens creative doors that other materials simply can’t.

“You can create illusions—walls that look like wood, steel, or marble emerging from the water,” Barnett said. “People look at it and can’t believe it’s porcelain. That sense of wonder is part of the storytelling we’re trying to achieve in design.”

He has used porcelain to clad spas, pools, furniture, privacy walls, and even curved surfaces. A standout example is a perimeter overflow pool raised nine feet above grade.

“The entire exterior was wrapped in a three-millimeter Italian porcelain,” Barnett explained. “It almost looks like slate, paired with green glass and gold epoxy grout. The porcelain even flexed around a bow-front radius. From ten feet away, it looks like one solid piece with almost no visible grout lines.”

This visual fluidity is what sets porcelain apart. Large panels eliminate the grid of grout lines that dominate traditional tile installations, giving pools a sleek, monolithic look.

Raising the Industry

What distinguishes Barnett from many of his peers is his willingness to share what he’s learned. “If I hadn’t had mentors early on, I would’ve failed,” he said. “That’s why I’m open about the mistakes we made. If I can help another builder avoid those pitfalls, it lifts the whole industry.”

He encourages builders interested in porcelain to start with education. “The NTCA [National Tile Contractors Association] offers regional classes specific to large-format panels. That’s where I’d begin,” Barnett advised. “After that, reach out to vendors directly. Many of them will help connect you with training and the right products.”

His collaborative mindset extends even to competitors in Austin. “I get calls from builders a mile away asking for advice,” he said. “That’s fine with me. If they get it wrong, it hurts the client and reflects poorly on all of us. There’s enough business out there. We’re better off raising the bar together.”

The Road Ahead

So, will porcelain become mainstream in pool construction? Barnett thinks so—but it won’t happen overnight. “For large-volume builders, the learning curve and upfront investment can be intimidating,” he acknowledged. “But for those who take the time to train their crews, it’s one of the most dynamic materials available. I think within the next decade, we’ll see it adopted much more widely.”

He’s quick to add that porcelain isn’t reserved for high-end builds. “We’ve proven you can use it on an $80,000 pool just as effectively as a $500,000 one,” he said. “That’s why its potential impact is so broad.”

Looking forward, Barnett is intrigued by other materials, like acrylic, and concepts involving optical illusions in water features. But porcelain remains his central focus. “Porcelain works at every level of pool construction,” he emphasized. “That’s why I think it will have a bigger impact than almost anything else coming down the pipeline.”

Redefining What’s Possible With Porcelain

For Barnett, continuous learning is non-negotiable. “If I’m not sharpening my sword, I don’t feel like I’m doing justice to the industry,” he said. “Education has to be the foundation. That’s what allows us to innovate and redefine what’s possible in the backyard.”

As GBIV continues to blend artistry with technical expertise, Barnett’s work with porcelain is proving that luxury pool design is about more than building beautiful spaces—it’s about pushing the industry forward.

“We’re just scratching the surface of what can be done with porcelain,” he said. “And I think that’s what makes this moment so exciting.”

Ready to take a deeper dive?

Listen to our entire conversation with Bo Barnett, owner of GBIV Designs, on the Pool Magazine Podcast.

Photography Credit: Ethan Cooper Photography

The post Pushing Boundaries: Bo Barnett on Large-Panel Porcelain in Pool Design appeared first on PoolMagazine.com - Get The Latest Pool News.

If you run a pool service business, chances are you’ve lost customers without ever knowing why. Most pool customers don’t post a bad review. They won’t call to complain. They don’t provide you a chance to make it right. They just leave.

According to a comprehensive 2025 survey from PissedConsumer.com, this is not an anomaly. It’s the norm. More than half of the 40,000+ consumers surveyed said they never received any response at all from the companies they contacted for help. And that silence—on both sides—can be costly.

For pool professionals, where reputation, referrals, and reliability are everything, these findings are a wake-up call. This isn’t just a customer service issue—it’s a customer retention issue. When pool companies fail to respond to issues or follow through on service complaints, they lose more than just a sale—they lose trust, loyalty, and long-term revenue.

The Silent Goodbye: A Threat to Pool Businesses

One of the most striking insights from the PissedConsumer.com study is how often consumers don’t bother to complain. They simply vanish.

In a service industry like ours, that silence is deadly. Pool customers rarely fire off a warning shot. They’re busy people. If they don’t feel heard or valued, they’ll ghost your business just as fast as they hired you. The data shows that 58.3% of consumers never hear back from customer service after submitting a concern. No phone call. No email. No effort.

That kind of disengagement is a huge red flag. It shows how easy it is to lose a client simply by failing to follow up. And yet, many pool businesses don’t even know it’s happening.

Why Pool Customers Aren’t Complaining

Think about it from the customer’s perspective. They’ve already paid you. You’re in their backyard. Their expectations are high, and their tolerance for inconvenience is low. If something goes wrong—whether it’s cloudy water, a missed service day, or an unexplained charge—they may give you a chance to fix it. But if you don’t respond quickly or respectfully, you’re probably not getting another shot.

According to the survey, only 26.1% of consumers said companies offered a resolution to their issue. Even when a response was provided, 61.18% were still unsatisfied with the solution.

So it’s not just about showing up—it’s about how you show up. Half-hearted responses, passing the buck, or ignoring issues altogether drives even loyal customers to leave quietly—and potentially tell others to do the same.

The Real Cost of Ignored Complaints

Ignoring a customer doesn’t just mean losing that one person’s business. It means risking negative word-of-mouth, bad reviews, and missed referrals—all critical components of a successful pool business.

More than 31% of negative online reviews happen because customers want to warn others about their bad experiences. They aren’t venting for the sake of it. They’re trying to protect their neighbors, friends, and communities from having the same issue.

And in a hyperlocal service market like pool cleaning, maintenance, and repair—reputation is currency.

On the flip side, when companies do respond and resolve issues, the effect is dramatic. According to the same study:

30% of respondents said they’d consider staying with a company that resolved their complaint.

41% of customers who received a satisfactory email support experience said they’d definitely use the company again.

So, responsiveness isn’t just a matter of courtesy. It’s a measurable business decision that can either fuel retention—or kill it.

What Pool Companies Can Learn from This

There’s a tendency in the pool industry to focus on the visible stuff: clean water, working equipment, a sparkling backyard. But what’s not visible can be just as important.

The customer who stops answering your texts? They’re not too busy. They’re probably done.

Here’s what pool companies need to do to prevent quiet attrition:

1. Respond to Every Inquiry—Fast

No excuses. Whether it’s a voicemail, email, or social media message, every touchpoint needs to be acknowledged promptly. The PissedConsumer.com report found that email responses were only received by 42% of customers, yet those who did receive timely email replies were more satisfied and more likely to remain customers.

Automated email acknowledgments can help, but they’re not enough. Personal follow-ups are key. If you can’t solve the problem right away, let the customer know you’re working on it and when they’ll hear from you next.

2. Train for Empathy and Resolution

It’s not enough to show up and do the job—you have to listen. And you have to care.

The report revealed that 45% of consumers were unsatisfied with the customer service rep they spoke to over the phone, even if the problem was resolved. That tells us resolution alone isn’t enough—it has to be paired with respect, patience, and professionalism.

Pool techs and office staff need basic customer service training, especially in conflict resolution and de-escalation.

3. Use Preferred Communication Channels

Consumers still prefer old-school methods: phone and email. In fact, these two alone reach 65% of customers, according to the study.

That’s important context in a time when many businesses are investing heavily in live chat, AI, and social messaging. While those tools have value, pool companies shouldn’t overlook the basics. If your customers want to talk on the phone, be available. If they email, respond the same day.

4. Make the First Move

Even if a customer doesn’t reach out to complain, businesses can proactively monitor satisfaction. A follow-up message after a service visit—“Hey, how did everything go today?”—can reveal hidden dissatisfaction before it turns into lost revenue.

Likewise, monitoring online reviews (especially on platforms like Google, Yelp, and yes, PissedConsumer.com) gives you a chance to respond publicly, show accountability, and potentially win customers back.

Stop Thinking of Service as a “Support” Role

In many companies, customer service is treated like a cost center. But in service-based industries like pools, it’s your retention engine. Without it, you’re constantly chasing new customers to replace the ones silently walking away.

Service is sales. Service is marketing. Service is your brand promise in action.

Here’s how to make that shift stick:

1. Empower field techs to make on-the-spot fixes without having to “check with the office.”
2. Create a shared inbox for all customer communication so nothing slips through the cracks.
3. Set internal KPIs for response times—email within 24 hours, phone calls within the hour.
4. Celebrate “save stories” internally—when someone wins back an unhappy customer, treat it like a sale.

Final Thoughts: Silence Doesn’t Equal Satisfaction

The biggest mistake a pool business can make is assuming no news is good news. In the pool industry, silence shouldn’t be mistaken for satisfaction. Reach out, connect, and you’ll turn quiet customers into loyal ones—and loyal customers into lasting growth.

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