Complaints

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired company to re-plaster and tile my pool on June 28, 2022. Gave up on getting satisfaction for the poor quality of the job on 11/10/2022. Many issues with this experience that were unprofessional, unsatisfactory, unresolved or completely ignored during the course of this project. 1. Demo of pool began at 7:00 AM on a Saturday morning with less than 24 hours warning - neighbors were not happy about this. 2. Took 8 appointments to get the tile work done - did not order enough tile and came back with a different dye lot (colors don't match). 3. Did not level the tiled spillway and water doesn't flow evenly over the edge. 4. Plaster is splotchy - after a month of muriatic acid washing. 5. Muriatic wash pitted plaster and was supposed to be buffed smooth - pool was, spa was not. 6. Buffing compound used in the pool was dripped on plaster and has left staining in at least three different places 7. Worker broke a valve handle and didn't say anything about it or replace it. 8. Pop-up heads stick and do not operate correctly. For a company that does nothing other than plaster work, I would have thought that the quality of work would have been significantly better that is was. Will never use this company again nor will I ever recommend them to any of my friends, family or clients. I will be filling a complaint with the ROC regarding this company.

  Business response

  07/24/2023

  Good Morning,
  In response to the complaint number ID# 18414783 from Jeffrey Adragna. This complaint in regard to poor workmanship.  We hope you take in consideration the information provided to you in response to this complaint. 
  
  1. Demo work began at 7:00 AM on Saturday with less than 24 notice;
  The work began on August 27th, 2022. We advise all our clients that we contact them a day before going out. We did notify Mr. Adragna by email (Attached below) that we would be out the next morning, which was August 27th, 2022. 
  
  2. Took 8 missed appointments to get tile work complete;
  The waterline tile was scheduled for September 12th, 2022. Our tile guy called in sick on September 12th and 13th due to quarantine. Our tile guy came back on September 14th and started the tile. The tile was completed on September 16th.  
  
  3. Color dye lot of tile didn't match due to not ordering enough tile to do job;
  The waterline tile that Mr. Adragna personally selected does have variation between tiles. I have attached the signed material selection sheet below of the selections. I have also attached a picture of the manufacturer tile catalog that shows the variation. As well as attached a picture of tiles that we have in the showroom that we showed and was selected by Mr. Adragna.
  
  4. Spillway tile work not level - water flows unevenly;
  During the meeting with Mr. Adragna and the Supervisor went over the spillway. It was explained that the spillways are built in an angle to keep water inside. This prevents water from running down the wall. This is a normal standard on spa spillways. 
  
  5. Plaster splotchy - after 4 weeks of muriatic acid washing;
  Mottling is a natural occurrence with cementitious material such as pool interior finishes. This is included in a pool interior finish disclosure that was given to the client from the National Plaster Council. The disclosure states that "Pool Interior Finishes are composed of material which may have inherent shading and/or color variation which is normal and should not be construed as a defect. These conditions are beyond the contractor;s control. Discoloration or mottled-shade variation is not considered a failure or defect, but is characteristic of most cementitious projects, not needing remedy ( by NPC Disclosure guidelines). (Pima Pool Plastering does acid start up and uses EasyCare Startup-Tec sequestering agent to help with the mottling (See Attachment). After Mr. Adragnas concerns about the interior finish mottling, we drained the pool, polished the pool to remove more mottling, even though mottling is a normal occurance and has no remedy by NPC guidelines.  The pool interior finish is NOT guaranteed for evenness of color and may not be the shade anticipated". 
  
  6. Plaster pitted in spa - did not buffed smooth like pool did;
  This was included in a written waiver agreement to address this matter that we offered to Mr. Adragna to take care of his original concerns. (See Attached)
  
  7. Buffing compound staining on pool plaster after buffing;
  Mr. Adragna received a start up guide for maintaining the pool to NPC guidelines. In these guidelines, it states that "The customer is responsible for brushing the pool after the water chemistry is completed to comply with the National Pool Plaster Council recommendation." In the Pima Pool Plastering warranty, section 3, that was also given to Mr. Adragna, it also states that "Some loss of the dust is expected, especially in a new installation; it is not to be considered a failure." This staining on the plaster is the dust that comes from new interior finish installations. Pima Pool Plastering can assist by brushing the pool and using chemicals to remove these stains for Mr. Adragna if he wishes.
  
  8. broken valve handle;
  This was included in a written waiver agreement to address this matter that we offered to Mr. Adragna to take care of his original concerns. (See Attached)
  
  9. Pop-up cleaners do not operate correctly;
  This was included in a written waiver agreement to address this matter that we offered to Mr. Adragna to take care of his original concerns. (See Attached)
  
  10. Powering washing damage to water feature;
  At the time of visit with Mr.Adragna, damage to a water feature was not mentioned. 
  
  11. Muriatic acid staining on pool decking
  This was included in a written waiver agreement to address this matter that we offered to Mr. Adragna to take care of his original concerns. (See Attached). Pima Pool Plastering can clean the deck, however, we have pictures of the deck being stained prior to doing the interior finish. 
  
  Our supervisor Kevin, met with Mr. Adragna to go over his concerns, on November 22, 2022.  A written waiver was created based on the notes from the meeting about repairs to be made (attached the notes from the supervisor). I have attached the waiver below. This was sent over to Mr. Adragna on November 28, 2022 by email. We never received a response back on the waiver or the repairs that were mentioned in the waiver to complete. As a courtesy to the client, the waiver indicated more than what the contract had included in the scope of work, such as resurfacing the entire deck with Acrylic Lace. Now we will proceed with the deck stain cleaning as listed in his concerns. 
  
  If you have any questions or concerns, you may contact us at 520-807-7754 or by email at info@pimapools.com
  
  Thank you,
  Miguel

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