Complaints

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about 20 July 2021 I started a pool build with Prestige Pools out of Wilmington, NC. The initial process was adequate. Prestige took my business and We agreed to a ****** Pool 10,000gal fiberglass insert and 4 feet of concrete surrounding the pool when complete. Other than a few small issues during construction with excessive damage to the yard from heavy equipment and the concrete personnel using some of my personal supplies to accomplish the concrete surrounding the pool it went in as advertised and requested. The pump even appeared to stop working and the company came and cleared the line for no cost to get it back running. After installation, we notice a 3-inch blemish in the fiberglass that appeared to be worn down to the undercoating. I asked the project manager ***************************** what was needed to be done to repair and he said I would need to file a warranty claim. I was skeptical about the pool just being installed but he explained a very easy email process to rectify the situation. On 5 August I email Fiberglass Warranty at ****** Pool. I was scheduled to be repaired the week of 11/14/2022 over 1 year passed the installation and request date. At this time, we had found 5 total defects in the pool wall with two that appear to go through the coating and leak water under the pool. ****** shows up ready to repair on 15 November 2022. When they arrive, they inform me there is nothing they can do until the pool is braced and drained. Prestige is on the scheduling email and was notified of the arrival date and didnt prep the repair site. I have sent multiple follow up to both Prestige and ****** pools. My claim number ********** for the warranty repair. We are pushing 2 years for a fiberglass repair. I must add water every other day to the pool because it is leaking and now, I am getting no response from ****** or Prestige. The warranty has limited to no value and Prestige has no follow through on made promises.

  Business response

  06/22/2023

  The repairs were completed within 2 weeks from the date of complaint on 5/2/23.

  The homeowner was contacted the same morning following the emailed notice of this complaint. Unfortunately, we do not have control over the warranty contractors schedule, but we immediately notified ****** Fiberglass Pools about this incomplete warranty work, and it was rescheduled for 5/11/23.The day before the work was to begin, we had our independent pool technician on site to do the prep work needed for the repairs. The warranty technician showed up in the ** hours of 5/11/23 and completed the work the following day 5/12/23.
  A follow-up was made by us, with ******, about the warranty work and the results, once it was completed. We were told that the homeowner was satisfied before **************** worker left. We then sent an email to the homeowner,to follow-up with them about the repairs and to notify them that our pool technician would be going back by to clean up the materials used onsite, test for any leaks while refilling pool to correct water level. ************** confirmed there werent before leaving.

  Prestige Pools was established in Wilmington, **, in **** and has over **** swimming pools providing family fun and enjoyment in the New Hanover County area.
  Having been in the swimming pool industry since ****, Prestige Pools holds a ************** General Contractor License, as well as a license for the ************** **************************** for swimming pools. We are nationally licensed and ********************** operators. We have achieved National Awards along with much top recognition from various pool product manufacturers.
  Our ************* is based out of Monkey Junction, where our trucks, trailers, excavators and pool construction tools are centrally located to better service our customers.
  We work with a highly skilled and talented team,who are all determined to do an outstanding job for our homeowners.
  
  Prestige Pools takes pride in our work and providing an overall great experience for the customers. Every project gets the quality it deserves.

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