ComplaintsforPractical Pools & Ponds, LLC

• Initial Complaint

  09/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I spoken with the company on numerous occasions. I have extensive trowel markings and wrinkled bottom of the liner to my swimming pool. They have been to my home, looked at the concern I have. I have not heard back. This has been ongoing since January.

  Business response

  10/26/2021

  Business Response /* (1000, 5, 2021/09/09) */ Contact Name and Title: **** ******* -Owner Contact Phone: XXXXXXXXXX Contact Email: ****@practicalpoolsandponds.com We have responded to the customer's complaint about the pool bottom. The first time we were notified there was an issue was in June or July 2021. At this time our construction manager stated he would come and look at the bottom. However, Ms. ****** wanted us to come out and look at the pool when the light could shine on the bottom. His last communication with her was on July 28, 2021 and it stated that if there were any issues with the bottom that we would take care of those. He also explained that it would be later in the year after the "heater rush" so to speak was over. As soon as the bulb was replaced in the pool light, an associate came out, inspected and photographed the bottom of the pool. There are not compromises to the liner at all, but there are visible trowel marks under the liner. The bottoms are hand troweled in and when the light is on you can see this very visibly. During the day, you cannot see this at all. This is common with Poolkrete (a brand of vermiculite and portland cement pool bottom mix) bottoms. But it is the very best bottom she could have-easy on the liner and hardly ever needs replacing when you do a liner replacement. When the construction manager saw the pictures, he stated that we could improve on it and that we would do so when the season slows down after swim season. I don't think he actually sent her a firm date but it's on our list of things to do. One concern of Ms. ******'s is that her workmanship warranty will run out before it's repaired, but as we are already aware of this, that is not an issue. That doesn't mean she won't have visible trowel marks still, there will be some. But maybe we can minimize them to the best of our ability. Consumer Response /* (3000, 7, 2021/09/10) */ In response to this case, I am refusing their answer. My swimming pool was completed in January 2021. The company was aware that I was not satisfied. The associate, actual owner, came out and took pictures. As stated in their response the bottom of the pool could look better. I'm not a perfectionist but the workmanship on this pool is sloppy and unprofessional. It is now the middle of September and again putting me off. If the pool had been put in place correctly I would not be asking for it to be repaired. I would like the pool drained, the cement smoothed out, wrinkles pulled out, and the indentions where they did not smooth the bottom filled in and smoothed. Also, I'm requesting that they pay the water bill of approximately $50.00 as I paid more than that twice during the months they were putting the pool in. I did not hesitate to pay them when requested. I should not have to wait 8 months later for repairs. Business Response /* (4000, 9, 2021/09/15) */ The owner of the company has reached out by phone twice and email once since the last response through this platform. The homeowner has not responded to either email or phone calls. At least the second phone call a voice mail was left stating that we had planned on repairing the bottom. We set a time for the month of November. And also agreed to pay the $50.00 for the water and include startup chemicals. Also in this message it was stated that a certified letter would be sent to her also attesting to our good intentions. Consumer Response /* (3000, 11, 2021/09/23) */ I received a voice mail yesterday from Practical Pools. Stated they would take care of me but it would be November. Another month is going by and October. I sent a text stating they need to go thru BBB. In my opinion, they should immediately come repair my pool. They are setting up new clients and making new pools. This is not acceptable as they have left mine in a mess. What is the next step that I need to pursue? Thank you Business Response /* (4000, 16, 2021/10/06) */ ***Document Attached*** Ms. ****** said she did receive a voicemail from me and I also emailed her. She claimed that she texted me back but I did not receive a text from her at all. We have sent a certified letter to her letting her know that we will take care of the issues with the bottom of the pool. It is not uncommon for people to have to wait to have things covered under warranty. And in our business we usually schedule it when we are less busy. Not only that but we have had to contend with a lot of rain this year. We typically do not drain a pool when it is raining. I am going to also send some pictures of the pool show that it is not a mess as the homeowner states.

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