Complaints

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Mid-March 2023-John L Goodwin, quoted $3050 to add cool deck to some bare concrete areas, fix cracked pool deck areas, fix pool skimmer area, clean, dry, prep and paint pool deck areas. 3/27 & 28/23-I sent a $1,525 half payment via Zelle with final payment after job was completed. 5/10/23-John and crew began pool deck job promised and when finished, I sent final payment of $1,525 on 5/10 & 11/23. 5/14/23-We noticed many uneven color patches, missed paint throughout the deck, blotched paint in areas along the pool fence and paint was painted thicker in some areas and lighter in other areas. I sent John pics and he said he could see the shading differences and thought it was “just weird”. He said if there were clumps, he would remove them and apologized. I asked if paint was not mixed correctly, if it was old paint, or if cans had different lot numbers. John said it was new paint and his crew may have not mixed it correctly. We asked him to roll another coat of paint and said that was his plan. We also noticed missed paint areas along the inside pool deck when we went in the water, and I let him know about this too. 5/30/23-John and employee returned and attempted to fix their mistakes. He promised to correct the two-paint tone color, missed painted areas, remove clumped paint, paint inside pool tiled areas and re-coat the entire deck. He said he was embarrassed and apologized. 6/3/23-Waited for paint to dry & discovered similar errors. Sent John letter via email & a few pics. I informed him I no longer trusted his work. Deck job is unsatisfactory. We need to pay another company and are requesting a refund of $1,500 from John's Concrete & Pool Decking. We have not heard from John and have not received a refund.

  

  Business response

  06/19/2023

  Hello,

  Please find attached my original quote for Carlos and Margaret Favela as well as my most recent email to them on June 18, 2023.  I was in Alaska on a vacation where there was little to no cell service so I was not aware of this continued issue until our return. 
  
  As soon as we returned from out of town, I sent the Favela’s an email stating I’m more than happy to return to touch up the paint spots that were missed.  It wouldn’t take too long for us to touch up any missed spots.  When repainting with the same color of an original deck, it is easy to miss a spot which is why I’m always available to return if that happens.  The total cost of painting the entire pool deck according to our contract was $1,470. The two quotes the Favela’s have to repaint the deck, one for $2,726 and one for $3,404 seem out of line with normal pricing.  Again, I’m willing to go touch up all the spots they want painted.  To be sure I’m touching up all the spots, it would be helpful for them to mark them with tape.
  
  In looking at the contract, you will see that I made repairs to newly poured concrete adjacent to the pool deck as well as on both sides of the skimmer.  That bare concrete was not poured by me and it was poured incorrectly.  I also repaired all cracks in the pool deck and added texture to the bare concrete in both places.  There appears to be no issue with those jobs, simply that there are some spots where paint was missed.  I am absolutely willing to go correct those issues.  I reiterated that in the email I sent to the Favela’s yesterday, June 18.  I have not heard back from them as yet.
  
  If they are truly unwilling to have me make this right, I will supply paint and pay someone of their choosing $200 to take the time to make the touch-ups. 
  
  Respectfully yours,
  John Goodwin 
  
  

  
  

  

  Business response

  07/11/2023

  We would very much appreciate an opportunity to come back and make this right.  We will acquiesce to her requests.  We will remove the clumps (paint brush marks), we will complete recoat the entire deck as well as the lip of the pool and the spa.  Due to the heat this time of year, we will need to arrive at approximately 5:30am.  Should we knock on the door at the time or text you when we are on the way?  There will be no firearms present.  The soonest we can come would be Friday, July 28.  The next available date after that is September 21st.  

  Thank you, 

  John Goodwin

  Customer response

  07/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20163606, and find this resolution would be satisfactory to me if the job gets done correctly, and respectfully, by taping areas properly so our turf or brick areas do not get painted as in the past, (pic attached). We also ask you to abide by prior terms sent and your recent statement via the BBB site. Also, as you are aware, we have not and will not watch you or your employees while you work on our deck, because we are unable to see results until several days, and at dusk. We understand not to put any outdoor furniture on the deck for two weeks, and to not walk on the deck several days. I will allow the business to perform this action one last time, and after the deck paint dries and work is done satisfactory, we will consider this complaint resolved, however, the BBB must also understand it may take up to one week to see actual results. Friday, July 28, 2023, at 5:30am is fine. Please use our Ring doorbell when you arrive.
  
  Thank you,
  
  Margaret Favela
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩