Business ProfileforPiedmont Pools LLC

Se our comments below. 

1) The actual dimensions of the pool built by Piedmont Pools was smaller than the final drawing provided to us by Piedmont Pools. When this was brought to *******'s attention, he stated that the agreed upon drawing that his team provided was wrong. We were, however compensated for this error in the end. 

 ANSWER - 100% True. I asked the client how we could make things right, he said money. We paid him the exact amount of money he asked for.  

 2) The timeframe given to us by ******* was severely misrepresented. He clearly told us up front that Piedmont Pools built one pool at a time until completion. But in reality multiple pools were being worked on at the same time as ours and it took them about 9 weeks to complete instead of the 2-4 week timeframe that ******* gave us.

ANSWER- 50% True - We had a 6-week build and 3 weeks of back and forth of finalization/tweaking of different items to get the project closed. We did unfortunately have multiple builds going on, that part is true. My goal is to not have that happen again.    

3) The finished pool floors and walls have many rough areas and what feels like sharp rocks underneath the liner. 

ANSWER - Unsure on this one - I have walked the pool many times and have not felt any sharp edges. If the client wants this addressed they should request a technician and someone will come out and take care of it.
- Additionally, If an issue rises to the level of public scrutiny, that issue should prevent the project from being closed. Project closure is an agreed event. If you don't agree the project is complete, please, don't sign off on it.  

4) The Piedmont Pool installers damaged the new concrete in multiple places with their excavator and with their pressure washer. I showed the damage to ******* and he responded with indifference and was not willing to compensate for this damage. 

ANSWER - At the time of the walkthrough mentioned above, the concrete was not cured. A rub **** was observed from the pressure washer, but those typically cure out and are not noticeable. There is also a small place on the side edge of the slab on the far side of the pool deck. Once the grass grows, I feel like it won't be visible. I really liked the concrete and thought it looked great. (I wish I could add pictures to this review.) 
- As far as compensation goes, the client received a large discount on the front end to meet their budget needs. They additionally received several perks, 3 pallets of free sod, sprinkler repair and relocation, water line relocation, and having (2) trees removed at no additional charge. I am not complaining, I agreed to all of those things to meet the tight budget. I did that because I liked the client and believed he would be easy to work with. However, when a contractor cuts so much off on the front end, there is no wiggle room on the back end for issues like this. When the client stated he wanted to be compensated for a small rub that *** or *** not be visible in a few weeks, my initial answer was no. The client agreed and paid me out. If he was not okay with the answer he should have said something at that time.      

5) The installers opened the pool without properly balancing the chemicals or properly training us on pool maintenance. To this day we are still trying to balance the high salt content. 

ANSWER - The pool was balanced when we left. The pool is not supposed to be used until the builder is done and the final inspection occurs. Sometimes we let kids swim before. It's one of those favors that always seems to bite you for allowing. 
- As far as training, I came there myself and showed them how to use the equipment. No one had any additional questions, so I left. If additional work or training is needed, we have a process for requesting technical support. Again, if you are not satisfied, don't agree to close out the project.   

6) The ladder installed by Piedmont Pools began rusting after just a few weeks of use. This has not been addressed yet. 

ANSWER - 100% Correct - The new ladder was ordered shortly after rust was observed. It will be replaced as soon as it comes in. 

7) Shortly after the pool was completed we received a stop work order because *******'s contractor's license had expired. 

ANSWER - 100% correct, the license was quickly renewed and since the project was complete, I don't believe the issue impacted the client's experience in any way. 

Items Not Considered in The Clients Review    
- The amount of time and attention spent on preserving the client's sprinkler system. Us going out of our way to locate, reroute and repair sprinkler lines so that the client was not inconvenienced by the loss of irrigation functionality. 
- The client requested additional concrete after the project started and received a prorated price despite the recent cost increase. We ate the cost difference to appease the client.   
- The additional 3 pallets of sod at no additional cost to the client.  
- The relocation of the water line at no additional cost to the client. 

Summary
Considering all the issues that we faced during the build, I give us a 70. Regrettably, new hire employees, poor communication, and multiple open builds contributed greatly to this poor score. However, we are a young company, always seeking to get better with every build. We always strive to get better, we always celebrate the victories, and learn from the failures.    

Our Review of the Client
As far as the client goes, I believe I would use them again, especially now that I have a better understanding of their needs and communication style. Overall, I give them a 78, but with a strong potential in the 90 range.