Swimming pool contractor · Louisville, KY · reviewed since 2018
iHow the Experts Score is calculatedEach factor is scored 0–100 on absolute terms (standing in the category can only raise it), then weighted; problems flagged in review highlights or a recent slide in ratings are subtracted:Satisfaction 55%61+33.3Reliability 24%56+13.6Value 14%93+13.2Replies to reviews 7%41+2.9Craft & service penalty38−6.2Experts Score= 57Grade C: A = 80+, B = 60–79, C = 40–59, D = 20–39. Needs 10+ reviews.57SCORE
CGradeiLetter from the Experts Score: A = 80+, B = 60–79, C = 40–59, D = 20–39, F = under 20.
#18 of 18 gazebo installation servicesiPosition by Experts Score among all companies we track in this category. · better than 0%
4.6★★★★★29 Google reviews · 24 photos
86%five-star reviews
5.00★last 12 monthsiAverage stars on reviews from the last 12 months only.
10%1–2★, last 20 reviewsiShare of 1–2★ reviews in the last 24 months — or the 20 newest reviews when the company had fewer than 20 in that time.
Google reviewers rate the company 4.6 out of 5 based on 29 reviews, noting the owner responded to 66% of feedback. Positive comments highlight punctual project completion, transparent communication, and adherence to budgets for pool installations, renovations, and landscaping. Recurring praise includes professional crew conduct and responsive aftercare for equipment issues. However, lower-rated reviews criticize perceived rudeness during initial quote inquiries and mention property damage caused to neighbors during construction.
Google rating: 4.6 out of 5 from 29 reviews (86% five-star).
Reviews on this page: 29 Google reviews (26 with written comments, 7 with photos).
Owner responses: the business replied to 66% of reviews.
Most recent review: May 18, 2026.
Service: Gazebo Installation Service serving Louisville, Kentucky.
Data from Google, last updated October 25, 2026.
Score profile vs other gazebo installation services
Score per factor (100 = best)iEach factor is scored 0–100 on absolute terms (star average, share of 1–2★ reviews, price verdicts…); standing within the category can only raise it, never lower it.. Strongest: momentum and value; weakest: craft & service.
This companyGazebo Installation Services median0 = centre, 100 = best
SatisfactioniSatisfaction · 54% of the scoreRecency-weighted star average (2-year half-life), shrunk toward the category mean by review volume; the company’s own lifetime average as the prior; absolute: 4.0★ = 0, 5★ = 100.Derby City Pools & Outdoor Living: 61/100 on this factor. Category median: 93.B
61
ReliabilityiReliability · 24% of the scoreHow rarely jobs go badly: share of 1–2★ reviews — 60% the last 24 months (or the 20 newest if fewer), 40% all-time; 0% = 100, 15%+ = 0; the category percentile can only raise it.Derby City Pools & Outdoor Living: 56/100 on this factor. Category median: 95.C
56
Craft & serviceiCraft & service · penalty only, up to −10 pointsGoogle review highlights: Quality, Professionalism, Responsiveness, Punctuality — how rarely reviewers flag them as a negative, per review since highlights began; 0% = 100, 5%+ = 0. Subtracted from the score (up to −10), never averaged in — clean highlights are the norm, not a bonus.Derby City Pools & Outdoor Living: 38/100 on this factor. Category median: 98.D
38
ValueiValue · 14% of the scoreCustomers’ own price verdicts (Great / Reasonable vs Overpriced) and Value highlights; 65% absolute (all “reasonable” ≈ 80, “great” = 100), the category percentile can only raise it.Derby City Pools & Outdoor Living: 93/100 on this factor. Category median: 95.A
93
MomentumiMomentum · penalty only, up to −10 pointsPenalises only a real slide: last-12-month average below lifetime (−0.5★ = 0). Still 4.8★+ over the last year, or steady/improving = 100. Subtracted from the score (up to −10), never averaged in.Derby City Pools & Outdoor Living: 100/100 on this factor. Category median: 100.A
100
Replies to reviewsiReplies to reviews · 7% of the scoreHow often the owner publicly replies to reviews under 5★ (1–4★). Needs 3+ such reviews, otherwise not counted; 65% absolute (80%+ replied = 100), the category percentile can only raise it.Derby City Pools & Outdoor Living: 41/100 on this factor. Category median: 59.C
41
Bar = this company · dark tick = category median.
Star ratings
29 Google reviews we collected
4.6of 5
5 stars2586%
4 stars13%
3 stars13%
2 stars00%
1 star27%
Praise vs complaints
Phrases our text analysis found in 26 written reviews
93%praise
Praise4393%
Complaints37%
Topic share
How often each topic comes up in the written reviews
6topics
Staff & attitude1124%
Quality & results920%
Would recommend920%
Speed & response715%
Communication613%
Honesty & trust49%
What customers talk about
We read 26 written reviews and marked every phrase about these topics. The same colors are highlighted in the reviews.
“Their communication, transparency, expertise and professionalism were unmatched.”
“Aggressive, unprofessional, rude.”
“They do great top notch work and treat you like family.”
“I highly recommend you talk with them before installing a new pool or spa.”
“Alex and team are on time and on budget for everything involving vision, scope, and execution.”
“They communicated every step and did everything they said they would.”
“You won’t go wrong when you trust Derby City Pools, they simple are the best!”
People customers mention
Alex7 reviews
Rick6 reviews
Nigel4 reviews
Fransen3 reviews
praise complaint · found by our text analysis, Google review wording unchanged.
Reviews for your job
Customers hired Derby City Pools & Outdoor Living for 8 kinds of job. Pick one to see what they paid and said.
Rob4 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 5 months ago★★★★★
I left a glowing review of Derby City Pools after their design and pool/landscaping install 4 years ago. Their service is just as impressive. I recently had troubles with my heater. Alex Fransen made multiple trips to our house to resolve the issue. He even pulled an igniter from his heater and installed it early…
John6 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 5 months ago★★★★★
Derby City Pools did a complete pool renovation project with all new equipment, plumbing, deck area and updated pool layout with Spash Pad area. Their communication, transparency, expertise and professionalism were unmatched. A special shout out to Ben who lead the project and Nigel for critical electric work. I fully endorse Derby Pool !!
John Couch
Beau8 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a year ago★★★★★
Alex is a true expert when it comes to backyards and pools! Would trust him with any of my outdoor projects.
General construction
Jon7 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a year ago★★★★★
Alex and team are on time and on budget for everything involving vision, scope, and execution. They have a large list of vendors in house, and anything they can’t do, they contract out and deal with the contractors themselves. Highly recommend for all outdoors needs/services.
Kathryn3 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a year ago★
Beware!! I did not have a pool installed but my neighbor did. This company and all involved did $2600 worth of damage to my property. They never installed a silt fence and all mud came into my yard. No one had the courtesy to come to me to talk about the damage done or offer to pay for the damages. Due to this…
Maggie7 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 2 years ago★★★★★
We are beyond happy with our pool from Derby City Pools. From the initial consult to completion, everyone was professional and their knowledge showed they’re at the top of their industry. They didn’t just talk the talk, they walked it. They knew exactly what to do when challenges arose. They were meticulous to…
I left a glowing review of Derby City Pools after their design and pool/landscaping install 4 years ago. Their service is just as impressive. I recently had troubles with my heater. Alex Fransen made multiple trips to our house to resolve the issue. He even pulled an igniter from his heater and installed it early on a Saturday morning so we could swim with our grandson, since they didn’t have the part at their office. Hire them! They do great top notch work and treat you like family.
Response from the owner · 4 months ago
Thank you so much for your thoughtful review and for trusting Derby City Pools over the years. We’re honored that after designing and building your pool and landscaping, we could still be there when you needed pool heater service. Alex was glad to help get everything working again so you could enjoy your pool with your grandson. Providing top-quality pool service, landscaping, and customer care here in Louisville is what we’re all about. We truly appreciate your support and are grateful to be part of your family’s outdoor living experience.
John Couch6 reviewsiTotal number of Google reviews John has written across all businesses on Google Maps, not just this one.
Derby City Pools did a complete pool renovation project with all new equipment, plumbing, deck area and updated pool layout with Spash Pad area. Their communication, transparency, expertise and professionalism were unmatched. A special shout out to Ben who lead the project and Nigel for critical electric work. I fully endorse Derby Pool !!
John Couch
Response from the owner · 5 months ago
Thank you so much for your kind words and for trusting Derby City Pools with your renovation project. We’re grateful for the opportunity to bring your updated pool, deck, equipment, and splash pad vision to life. Ben and Nigel will really appreciate the shoutout. We take a lot of pride in clear communication, transparency, and quality work, so it means a lot to hear that reflected in your experience. Thank you again for your support and endorsement.
Beau Davidson8 reviewsiTotal number of Google reviews Beau has written across all businesses on Google Maps, not just this one.
Alex and team are on time and on budget for everything involving vision, scope, and execution. They have a large list of vendors in house, and anything they can’t do, they contract out and deal with the contractors themselves. Highly recommend for all outdoors needs/services.
Response from the owner · a year ago
Thank you Jon for allow us to bring our knowledge expertise to your projects. Our team loves working with you all and we looking forward to a fruitful relationship!
Kathryn Klope3 reviewsiTotal number of Google reviews Kathryn has written across all businesses on Google Maps, not just this one.
Beware!! I did not have a pool installed but my neighbor did. This company and all involved did $2600 worth of damage to my property. They never installed a silt fence and all mud came into my yard. No one had the courtesy to come to me to talk about the damage done or offer to pay for the damages. Due to this I have called and kindly asked for them to stay off of my property and they continue to use my property to access the neighbors yard.
Response from the owner · a year ago
Hello Kathryn,
We’re very sorry to hear about your experience and the frustration this situation has caused. While we were contracted by your neighbor and did not perform any work on your property directly, we take all concerns from neighboring homeowners very seriously — especially when it comes to potential damage or unauthorized access.
We are committed to responsible jobsite practices, including erosion control, property respect, and communication with all affected parties. We would like the opportunity to speak with you directly to better understand the full scope of what occurred and ensure any outstanding issues are appropriately addressed.
Please contact our office or email us so we can begin working toward a resolution. Thank you for bringing this to our attention.
Sincerely,
Derby City Pools Team
Maggie7 reviewsiTotal number of Google reviews Maggie has written across all businesses on Google Maps, not just this one.
We are beyond happy with our pool from Derby City Pools. From the initial consult to completion, everyone was professional and their knowledge showed they’re at the top of their industry. They didn’t just talk the talk, they walked it. They knew exactly what to do when challenges arose. They were meticulous to detail and the project manager is a perfectionist! The crew was amazing, and we loved coming home every day to see the progress they had made. They gave us our dream pool oasis, and it was better than what we could have imagined. We owe it to their amazing team and hard work. You won’t go wrong when you trust Derby City Pools, they simple are the best!
Response from the owner · 2 years ago
Thank you so much Maggie! We are thankful you chose us to build your pool and outdoor living space!
Jared Swan7 reviewsiTotal number of Google reviews Jared has written across all businesses on Google Maps, not just this one.
I researched for months and came across a pool company called Derby City Pools run by Alex and Rick Fransen. I have met other families who have had pools put in by this company and these families have nothing but good things to say about them. I’ve heard nightmare stories from other companies but not this one.
Work started on my pool May 2nd 2022 it was completed on 15 June 2022, we took a week delay due to no concrete being available.
About the process, Alex came over to my house for initial meet on July 20, 2021. There were lots and lots of design emails back and forth. Alex submitted to me an initial design, I liked what I saw, so I put money down. The real design process started after that. He submitted to me a VR design of my backyard showing my pool / backyard in day and night. The VR to final project is almost identical.
Alex and his team are super respectful, nice, trustworthy, and most importantly, they have incredible attention to detail. Every concern that I had through the process, they were already aware of and either fixing it or making it look good. The team that he uses to dig your pool are extremely knowledgeable and experienced pool builders.
Alex and his team put the pool in, did a paver patio with two different retaining walls and a ton of landscape lights.
I used Derby City Pools’ electrician, Nigel Ottersbach. I had previously removed and rebuilt a deck last summer (2021). Nigel came over to my house this January to run all the electrical wiring for the deck speakers, ethernet cables, lighting wires, and pool equipment electrical. I will use Nigel for everything when it comes time for anything electrical. He was extremely professional, detail oriented. When he drilled through the beams of the deck, he measured each hole precisely so all his wires ran in a straight line and organized. The electrical inspector loved this, said it made his job much easier.
If you’ve read this far, stop your research and call Alex or Rick to get a pool put in your backyard. YOU WILL NOT REGRET IT! MY kids average 4 hours a day in it and our family is making tons of memories in our dream backyard…ALL THANKS TO ALEX, RICK, AND THE DERBY CITY TEAM!
https://youtu.be/n5QXfYmX670?si=qLZeLp7C3BMYsKpm
Positive: Responsiveness, Punctuality, Quality, Professionalism, Value
Services: General construction, Custom Swimming pool design, Design, Fiberglass swimming pool construction, Inground pool installation, Retaining walls, Swimming pool water feature construction
Response from the owner · 2 years ago
Thank you so much for your review Jared, we are happy to have you as a customer!
Pamela Aguilar3 reviewsiTotal number of Google reviews Pamela has written across all businesses on Google Maps, not just this one.
Aggressive, unprofessional, rude. I tried to call to get information about the pool services and he hung up just saying I called 3 times (not true) and that they are not interested on servicing my pools, which I am fine with, but not in the way so rude and unprofessional.
Response from the owner · 2 years ago
Hello Pamela this is Alex the owner of Derby City Pools & Outdoor Living. I want to personally apologize for the unfavorable experience you may of had with one of our staff over the phone. I'm happy to speak with you directly to resolve any issues you may have and provide you the best solution for your needs. I called and left you a voicemail with my direct phone number that you are welcome to call me at your convenience as I would like to help in any way. Thank you Pamela
Sandra ChamberlainLocal Guide · 18 reviewsiTotal number of Google reviews Sandra has written across all businesses on Google Maps, not just this one.
I highly recommend Derby City Pools. They put a beautiful pool in for us in 2023. Rick and Alex are amazing to work with. They communicated every step and did everything they said they would. They answered every question we had and helped us make a dream come true! From the start of the project, they were there every day until our pool was completed. Still, a year later, they are so responsive whenever we have a question. So glad we found them!
Response from the owner · 2 years ago
Thanks Sandra, we are thankful to have you as a customer!
Mark SchnellLocal Guide · 22 reviewsiTotal number of Google reviews Mark has written across all businesses on Google Maps, not just this one.
