Complaints

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Earthworks Pavers with Todd P***** out of ****** ** to replace my pool pavers and fix previous issues. After what seemed like a positive first week of demo and replacing the foundation properly, they inexplicably laid the stone work completely off 90 degree and created a warped non-rectangle around the pool, which only got worse with the stones surrounding and expanding. It all needs to be gutted and replaced instead of adjusted and fixed when they initially laid the coping incorrectly. This will be 20k+ in damages to repair.

  Business response

  09/22/2022

  **** ******** *

  Thank you for speaking with me earlier this week. As I discussed with you, I completely disagree with the customer's complaint. 

  We were hired by the customer to replace his pool coping and decking. The pool had been installed several years ago and prior to him owning the home. After completing the demo and concrete footing surrounding the top of the pool wall, we discovered that the pool was very much out of square. The pool was supposed to be a rectangle however was six inches out of square in sixteen feet. Therefore, the coping we installed was also out of square by the same amount. 

  The paver decking that was installed is perfectly straight and square. All of the joints bond out perfectly as we demonstrated to him with both a string line and a laser. Because the pool is out of square, the pavers on the two short sides of the pool had to be cut on an angle to accommodate the angle of the pool walls and therefor the coping. I have several photos to verify this.

  After the customer expressed his displeasure, I offered to bring a professional third party in to look at the work.

  The customer and I both met with a vice president of *** ********** who supplied the materials and sells to hundreds of contractors. The vice president concurred with the fact that the pool was out of square and our installation was done properly. In fairness to the customer, the complaint was made three days before this meeting. The customer may or may not have the same feelings about the installation at this time.

  I am happy to provide photos if needed to substantiate the above as well as the contact information of the VP who met with us in order to corroborate.

  Thank you.

   

  Todd P*****

  Earthworks

  ** *** ** ******* ** ***** ************

  Business response

  09/22/2022

  **** ******** *

  Thank you for speaking with me earlier this week. As I discussed with you, I completely disagree with the customer's complaint. 

  We were hired by the customer to replace his pool coping and decking. The pool had been installed several years ago and prior to him owning the home. After completing the demo and concrete footing surrounding the top of the pool wall, we discovered that the pool was very much out of square. The pool was supposed to be a rectangle however was six inches out of square in sixteen feet. Therefore, the coping we installed was also out of square by the same amount. 

  The paver decking that was installed is perfectly straight and square. All of the joints bond out perfectly as we demonstrated to him with both a string line and a laser. Because the pool is out of square, the pavers on the two short sides of the pool had to be cut on an angle to accommodate the angle of the pool walls and therefor the coping. I have several photos to verify this.

  After the customer expressed his displeasure, I offered to bring a professional third party in to look at the work.

  The customer and I both met with a vice president of *** ********** who supplied the materials and sells to hundreds of contractors. The vice president concurred with the fact that the pool was out of square and our installation was done properly. In fairness to the customer, the complaint was made three days before this meeting. The customer may or may not have the same feelings about the installation at this time.

  I am happy to provide photos if needed to substantiate the above as well as the contact information of the VP who met with us in order to corroborate.

  Thank you.

   

  Todd P*****

  Earthworks

  ** *** ** ******* ** ***** ************

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