Complaints

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contractor would not come back and finish the job. The recessed perimeter pool drain was filled with polymeric sand and would not work. They only partially cut the drain line, so our lanai still floods with heavy rains. The polymeric sand failed within the first 4 months, and we requested it be fixed prior to rainy season. It still has not been fixed. The broken coping on our spa was never repaired. All of these are warranty issues, and he was paid in full and then some. Our list of complaints on this contractor is extremely long, but these are what we have needed fixed for months. Our pavers are sinking and upheaving due to moisture intrusion due to failing polymeric sand application.

  

  Business response

  06/06/2023

  Well lets start with them not paying the final invoice for no good reason. 

  To be brief this customer, after going to contract, made a change order for porcelain pavers. A product that is not advisable for sand set pool deck pavers. The job came out amazing despite the challenges of installing a product requiring a super high degree of perfection. I agreed to install the product despite the challenge. And it was done well within industry standards. 

  Much later they decided to pay the remaining balance. I refused to come back because they did not pay us the final and it was necessary for  me to go to other projects. I am not opposed to helping clear the drain if thats the actual problem. However in my opinion the issue is the drainage of their yard in respect to sloping away from the pool. We did not do the sod, sprinklers or landscaping. The drainage should have been seen to at that time. And I don't respond well to the negativity. We do an excellent job for the last nearly 4 decades. And we always want to do an excellent job. But there is an assumed responsibility that the owner has as well. The owner might have some responsibility to this remedy. Im still willing to go there and help. But not with threats insults and non payment. I do believe they have paid now. And I doubt it has been longer at this time than it was between the final of the project and receipt of final payment. Originally they refused to pay. Every contractor has a paragraph in their contract stating that no warranty work will be performed until the final payment has been received. Its that simple. I would be happy to go over there if I can help. As I said before, I suspect its the yard drainage. They might have sent pics. That would have helped. I have yet seen pics of a flooding lanai. 

  Customer response

  06/11/2023

   
  Complaint: 20105929
  
  I am rejecting this response because we did pay this final invoice.  He was still bound by the contract to come back and complete the warranty work.  He has simply refused to respond to us at all which is unacceptable.  We now have had to contract with another paving contractor to fix the problems he created.  They used the wrong polymeric sand, so it has all washed out.  They did not use the polymeric sand that is meant for porcelain pavers.  They used polymeric sand for regular concrete pavers, which does not adhere to porcelain.  Now, we have a huge problem with pavers sinking and upheaving.  This is a result of poor workmanship and using the wrong product.  Attached is evidence that we did make the final payment, along with the estimate for repairing our pavers.  We cannot go through another rainy season with this issue.  In addition, Florida Pool Professionals stood on our pool deck in May of 2022 saying that he would be back to fix the three issues we had.  We never saw him again.  Our perimeter drain was not fully cut, so there are areas that do not drain well, and the water runs into our covered lanai.  This has nothing to do with the drainage in our backyard.  FPP did all of the grading in the backyard as required by the ****************************.  They created the swale as required as well.  His response is simply not accurate.  We have to close our hurricane shutter every time we get heavy rain or it floods into the covered lanai.  They only way this BBB complaint goes away is if he reimburses us for the problem he caused and we are now having to pay for.
  
  Sincerely,
  
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