Complaints

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted unique pools and patios to do my pool. The plaster inside the pool has white spots all over the pool, ****** the owner of the company came to inspect the issue and didn't want to fix the issue. Blamed the cleaning company.They never came back to fix some plastic pieces inside the pool that are coming off .They said the controls for the bubbles and lights were going to get done and nobody shows up to get it done. 6 months after the project was done and I got tired of calling and leaving messages with the front desk lady.

  

  Business response

  11/27/2024

  Thank you for reaching out to share our customers concerns regarding the quality of our work. We take customer feedback seriously and aim to address any issues in a timely and thorough manner.
  
  Regarding the plaster inside the pool, we understand the white spots being a concern. When the issue was initially reported, it was promptly inspected by our team, specifically by the company owner itself, which is a key piece of our customer service reliability. After evaluation, it was determined that the matter was not related to a defect in the installation but rather to the water chemistry, which is a direct result of pool maintenance. For this reason, we referred the customer to the plaster manufacturer, who is better equipped to diagnose and resolve this type of concern if needed. Nevertheless, we have scheduled a meeting with the plaster manufacturer's representative at the property in the coming days to address the situation and help our customer get an appropriate and final resolution.
  
  As for the additional issues mentioned, such as the plastic pieces and the controls for the bubbles and lights, we would like to note that these have already been addressed and resolved in presence of the client.
  
  We apologize if there has been any miscommunication or inconvenience during this process.

  

  Business response

  12/23/2024

  Following up on this case, on December 9, 2024, a meeting was held at the property of Mr. ***** ****, attended by a member of Unique Patios & Pools, the client, and a representative from SGM, the plaster manufacturer.
  After analyzing the water and conducting the necessary tests, it was made clearand explained to the clientthat the discoloration of the plaster is solely due to a chemical imbalance in the pool water, which falls under the responsibility of the company managing its maintenance. It was also demonstrated that there is no issue with the installation of the product. Additionally, recommendations were provided to the client on how to address this matter.
  Our company reiterates its commitment to delivering the best possible service and product to our clients. In this particular case, we are confident that all appropriate measures were taken to achieve this objective.

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