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Complaint Details
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Initial Complaint
07/25/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
In April 2024, Arrowhead deck and pool was hired to resurface my pool and add a Baja shelf. My pool has in ground floor cleaning system that required the floor cleaning tubes be brought up through the Baja shelf. After concrete and surface were completed, the tubes were crooked and had tilted. This would have required the pool company to break all of the concrete on the shelf, re-set the tubes and resurface again. The pool company offered a $500 discount and to repaint my cool decking around my pool in exchange for leaving the tilted tubes. I agreed to the discount and the new cool decking. The paint that was used on my pool decking was not cool decking and is already washing away. I contacted the pool company on July 15th requesting remediation, however they are not responding and stating that I should not have taken the offer.Business response
08/05/2024
The initial repaint, which included a discount, was completed in May 2024 and it included painting over the customers original cool deck. Please note that Cool Deck, installed before the asbestos ban, is no longer available and was only ever available for installation on new concrete.The customers main complaint was that the deck was hot after it got painted.When we spoke to the paint manufacturer, they explained that it would possibly be hotter because the paint was a new surface and over time the problem would subside. Because of the customers dissatisfaction with the repaint, we offered to do our 5 step acrylic lace product, that resembles Cool Deck with an upgraded reflectoseal paint. However, summer temperatures in ******* will still be high, so any surface will be hot. This was completed the week of August 1st,and the customer agreed to remove her complaint upon completion.Customer response
08/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*********************
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.