Complaints

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2020 had a pool built 2021 pool developed a leak Late 2021 they repaired leak supposedly Earlier 2024 cracks reappeared in ************ is only 4 years old and has already be plastered 2 times

  Business response

  11/15/2024

  Mr ****** did have a small crack in the pool in 2021 which we did repair. That year was when we had the record freeze in *****, there pool is completely out of the ground so we felt that since the pool was new when the freeze came it had not had time to cure so it did produce a small crack. We did professionally fix the crack along with replastering the entire pool. The issues with the plaster that Mr ****** is referring to was caused by improper chemical balance which caused the plaster to scale. The customer maintained his own chemicals. We sent a company to go out and remove the scale from the plaster free of charge even tho the issue was not due to error on our part. I have attached text messages over the years from Mr ****** showing issues he had and that we resolved them. Mr ****** had no further complaints until recently which we also addressed. He said that the leak that was repaired was fine but the plaster was showing discoloration. I sent all pictures to the ******* manufacture and they said in their opinion it looked like scaling. The *************** requested chemical reports which Mr ****** still has not provided. The *************** also responded with suggestions to remove scale and bring plaster color back which Mr ****** did not do. I have since requested his chemical reports which he still has not provided and the last time he did not even respond to my messages. 

  This complaint was made after our correspondence with Mr ****** prior to that we had not heard from Mr ****** for 2 years. I have attached the text messages along with the warranty for the plaster and an explanation of how improper chemical balance affects pool plaster.

  If you read through the messages we were also at one point accused of replastering the pool with the wrong plaster which was also invalid. 

  Please let me know what else we can do or if there is anything else you need.

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