Politics and EthicsEverything you need to know about how BMR Pool and Patio operates: our insurance, warranty commitments, pricing ethics, and how to reach us with a concern.
CODE OF ETHICS AND PROFESSIONAL CONDUCT BMRBMR Pool and Patio has operated under the same ethical principles since 1999. These are specific, operational behaviors, not aspirational statements.
HONEST COMMUNICATION
Customers receive accurate timelines, realistic budgets, and truthful information about their project scope before work begins. We do not tell customers what they want to hear if it is not accurate.
RESPECTFUL TREATMENT OF ALL PARTIES
Customers, trade partners, vendors, and team members are all treated with professionalism and respect. This applies on the job site, in the office, and at any location where BMR is represented.
PROACTIVE PROBLEM COMMUNICATION
When challenges arise during construction, BMR contacts the customer before the customer contacts them. Delays, material issues, and inspection results are communicated promptly and directly.
CODE AND STANDARDS COMPLIANCE
All projects are built to applicable city and county building codes, ISPSC standards, manufacturer specifications, and PHTA Guidelines. BMR does not look for shortcuts or minimum-passsolutions.
STANDING BEHIND OUR WORK
If something is not right, BMR acknowledges it, creates a correction plan, and follows through. Warranty work and post-completion service requests are addressed without dispute.
NO HIGH-PRESSURE SALES
BMR does not use high-pressure sales tactics. Customers made decisions at their own pace with complete information. We will never recommend products or upgrades that a customer does not need.
HOW BMR HANDLES FEEDBACKBMR monitors reviews across all active platforms. The following describes our standard response process for both positive feedback and concerns raised in reviews.
01
WE MONITOR ALL PLATFORMS
Google, Houzz, and Facebook reviews are monitored regularly. New reviews are reviewed by the management team.
02
WE ACKNOWLEDGE POSITIVE REVIEWS
Positive reviews receive a direct response, acknowledging the client and thanking them for sharing their experience.
03
WE ADDRESS CONCERNS DIRECTLY
If a review raises a concern or issue, we contact the client directly to understand and resolve it. We do not dispute warranty work or post-completion service requests.
04
WE USE FEEDBACK TO IMPROVE
Recurring feedback themes are reviewed by ownership and used to improve process, communication, and quality standards across active projects.
SHARE YOUR EXPERIENCEIf you have worked with BMR Pool and Patio and would like to share your experience, we welcome reviews on any of the platforms below. Honest feedback helps future clients make informed decisions and helps our team continue to improve.
INDUSTRY CODES WE OPERATE UNDER
PHTA (Pool and Hot Tub Alliance): National standards body for the pool industry. Members commit to consumer safety, ethical practices, and continuing education. BMR has been a member for 11 years.
TPSC (Texas Pool and Spa Coalition): Texas-specific advocacy and standards alignment for the pool construction industry.
ISPSC (International Swimming Pool and Spa Code): Code-level compliance relevant to all pool and spa products and construction practices BMR provides.
BBB Accreditation Standards: BMR has held BBB A+ accreditation since 2002, requiring ongoing compliance with standards for honest advertising, transparency, and complaint resolution.
Local and Municipal Compliance: BMR operates in compliance with all applicable city and county building codes, zoning ordinances, and health and safety requirements across every North Texas community it serves.
INSURANCE COVERAGEBMR Pool and Patio carries comprehensive insurance coverage across all active operations. Certificates of insurance are available upon request
GENERAL LIABILITY
Covers property damage and bodily injury arising from construction operations
UMBRELLA POLICY
Extended liability coverage above the limits of the primary policies
FLEET VEHICLE COVERAGE
Insurance on all company-owned vehicles operated in connection with projects
HEAVY EQUIPMENT COVERAGE
Insurance on excavators and heavy construction equipment used on job sites
WORKERS COMPENSATION
Coverage for BMR employees in the event of a work-related injury or illness
CYBER POLICY
Protection for customer data and the company’s systems in the event of a cyber incident
To request a certificate of insurance, contact our office at 972.221.3959 or email sales@bmrpoolandpatio.com. Certificates are provided to customers and project stakeholders upon request.
WARRANTY AND GUARANTEE POLICYBMR Pool and Patio stands behind every project it builds. Below is a plain-language overview of our warrantycommitments. Full warranty terms are reviewed with every customer at contract signing and are documented in your written agreement.
1-YEAR WARRANTY
MATERIALS AND WORKMANSHIP
BMR warrants your pool to be free from defects in materials and workmanship for one year from the date the interior finish is applied. This covers structural components, plumbing, electrical, and stonework. If something is not right, we address it.
MANUFACTURER COVERAGE
POOL EQUIPMENT AND ACCESSORIES
Pool equipment and accessories carry warranties provided directly by their manufacturers. Your BMR designer will walk you through the specific coverage on every piece of equipment selected for your project at the time of your consultation.
LIMITED LIFETIME
STRUCTURAL SHELL
The gunite pool shell is warranted to remain structurally sound for asl ong as the original buyer owns the home. A structurally sound pool retains water. This is our most significant long-term commitment and reflects the quality of construction we put into every shell we build.
AT CONTRACT SIGNING
FULL WARRANTY DETAILS
Complete warranty terms, specific coverage descriptions, and any applicable limitations are reviewed with you in detail at contract signing. We take time to walk through every section so you understand exactly what is covered before work begins.
Questions about warranty coverage before you sign?
We encourage it. Call us at 972.221.3959 or email sales@bmrpoolandpatio.com and a member of our team will walk you through anything you want to understand before making a decision.
CANCELLATION POLICY
Contracts may be cancelled before the start of construction, subject to the deposit terms outlined in your signed agreement. Full cancellation terms are reviewed at contract signing.
HOW TO SUBMIT A WARRANTY CLAIM
- Contact the BMR warranty department directly atwarranty@bmrpoolandpatio.com
- Describe the concern in writing and include photographs where possible
- BMR acknowledges every warranty inquiry within one business day and schedules an on-site assessment if needed
- Covered warranty work is performed at no charge within the applicable warranty period
PRICING AND ESTIMATE ETHICS
BMR Pool and Patio provides written estimates before work begins. Pricing is itemized and explained before any contract is signed. The following principles govern how BMR handles pricing, estimates, and scope changes.
- All project pricing is provided in writing before contract execution
- BMR will never quote one price and charge another without a written, signed change order approved by the customer in advance
- Any changes to the project scope require a written change order signed by the customer before additional work is performed
- BMR does not recommend products, upgrades, or additional scope that a customer does not need
- Full pricing terms, payment schedules, and change order procedures are reviewed with every customer at contract signing
CUSTOMER COMMUNICATION STANDARDS
BMR Pool and Patio commits to the following communication standards on every project. These are not aspirational targets. They are the operational baseline.
- New inquiries submitted via the contact form or by phone are acknowledged within one business day. During office hours, most are responded to the same day
- Project managers proactively communicate schedule updates, permit status, inspection results, and delivery timelines rather than waiting for customer follow-up
- When a problem or delay arises on a project, BMR contacts the customer before the customer contacts BMR
- Phone calls and emails from active project customers are returned within one business day
- Warranty inquiries submitted to warranty@bmrpoolandpatio.com are acknowledged within one business day
- If the assigned project manager is unavailable, a backup contact within BMR is designated and communicated to the customer
Escalation path: If a customer has not received a response within the expected timeframe, they may contact the main office directly at 972.221.3959 or email sales@bmrpoolandpatio.com and request escalation to ownership.
AI CONTENT DISCLOSUREBMR Pool and Patio uses AI tools in a limited and specific way. We believe transparency about how content is created is part of being an honest company. Here is exactly how AI is used at BMR.
01
HUMAN FIRST
All content concepts and ideas originate with BMR team members, people who understand our company, our customers, and what matters to you. AI is never the starting point.
02
AI ASSISTS, NOT DECIDES
AI tools may be used to help improve the clarity, tone, or structure of social media content. The substance, intent, and accuracy are always ours.
03
HUMAN FINAL REVIEW
Before anything is published, a BMR team member reviews it to verify accuracy, confirm it reflects our voice, and ensure it meets our standards.
04
ONGOING ACCURACY CHECKS
We consistently review our published content to ensure the information we share about BMR is current, correct, and trustworthy.
Scope of AI use: AI tools are used only to assist with social media content refinement. AI is not used to generate technical specifications, warranty terms, pricing information, legal documents, or any content where factual accuracy has direct consequences. All such content is written, reviewed, and approved exclusively by qualified human team members.
ACCESSIBILITY STATEMENT
BMR Pool and Patio is committed to providing services that are accessible to all customers regardless of physical ability, location, or communication preference.
- Design consultations are available at the customer’s property, at our Lewisville showroom, or by phone for customers who are unable to travel
- Project updates can be delivered by phone, email, or written letter, per the customer’s preference
- Contract documents are available in larger print formats upon request
- Customers with accessibility-related questions or accommodation requests may contact us at 972.221.3959or sales@bmrpoolandpatio.com
If any part of our website or communication materials presents an accessibility barrier, please contact us directly. We will make reasonable accommodations to ensure you have equal access to our services.
HOW TO FILE A COMPLAINT OR CONCERNBMR Pool and Patio takes every concern seriously. Below are the direct pathways to reach the right person based on the nature of your concern. Every submission is acknowledged within one business day.
CALL DIRECTLY
Call our main office during business hours and ask to speak with a project manager or owner. 972.221.3959
Mon–Fri:
9 am–5pmSat
By Appointment
EMAIL BY TOPIC
Direct your email to the appropriate contact for the fastest response.
General concerns
Warranty issues
WRITE OR VISIT
Submit a concern in writing or visit our showroom during business hours.
BMR Pool and Patio
1706 Justin Rd.
Lewisville, TX 75077
BBB complaint pathway: If your concern is not resolved to your satisfaction through the channels above, you may also file a complaint with the Better Business Bureau at bbb.org. BMR has maintained an A+ BBB rating since 2002 and responds to all BBB inquiries promptly.
COMMON QUESTIONS ABOUT OUR POLICIES
IS BMR POOL AND PATIO INSURED?
Yes. BMR Pool and Patio carries General Liability insurance, an Umbrella Policy, Fleet Vehicle Coverage, Heavy Equipment Coverage, Workers Compensation Insurance, and a Cyber Policy. Certificates of insurance are available upon request by contacting sales@bmrpoolandpatio.com or calling 972.221.3959.
WHAT DOES THE BMR WARRANTY COVER AND FOR HOW LONG?
BMR provides a one-year warranty on materials and workmanship from the date the interior finish is applied, and a limited lifetime structural warranty on the gunite shell for as long as the original buyer owns the home. Pool equipment carries manufacturer warranties. Full warranty details are reviewed at contract signing, so every customer understands their coverage before work begins. Questions before you sign? Call us at 972.221.3959.
CAN I CANCEL MY CONTRACT WITH BMR?
Yes. Contracts may be cancelled prior to the start of construction, subject to forfeiture of the 1% deposit paid at signing. Once construction has begun, cancellation is governed by the specific terms of your signed contract.
DOES BMR POOL AND PATIO USE AI TO CREATE CONTENT?
Yes, and BMR discloses this openly. AI tools are used only to help optimize and refine social media content. All content ideas originate with BMR team members. AI assists with clarity and structure but does not determine substance or accuracy. Every piece of content is reviewed and approved by a human team member before publication.
WILL BMR CHANGE MY PRICE AFTER THE CONTRACT IS SIGNED?
No, not without a written, signed change order approved by the customer before additional work begins. BMR will never change the project price without prior written customer approval. All scope changes are documented and priced in writing before work proceeds.
HOW DO I SUBMIT A WARRANTY CLAIM?
Email BMR’s warranty department at warranty@bmrpoolandpatio.com with a description of the concern and photos if available. BMR acknowledges warranty inquiries within one business day and schedules an assessment if required. Warranty work for covered items is performed at no charge, provided all contract payment obligations have been met.
QUESTIONS ABOUT OUR POLICIES?
Our team is available to answer any questions about our terms, insurance, or warranty coverage before you sign anything.
