ComplaintsforPebble Technology Inc.

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PebbleFina was installed 7/31/2017 when it was 112F outside and not filled with water fast enough. Day one it looked terrible. I immediately contacted the contractor who said it's normal and will even out. This never happened. Spa developed cracks. Again was told this was normal.About a month later, the spa cracks were leaking. Contractor tried to epoxy and it failed again. The entire spa was re-plastered about 2 months after original install. It looks fantastic and looks great today. We were very diligent with the brushing of the plaster after install. The surface was as good as it can get with smoothness. Just looked terrible. The contractor maintained the pool chemistry for about 4 months total. We continued to complain to the contractor the aesthetic never improved. They drained the pool and did an acid wash. After the pool was filled we discovered the pool bottom was like razor blades. Chunks of skin would hang off toes of our kids. They stopped using it because it hurt too much. Also, still looked terrible. After months of complaining, finally got contractor to come out again. They drained the pool again and did another acid wash. This time I was home and didn't let them refill until I approved the polishing. Got it relatively smooth again, but still not as good as original. And still looked terrible.At this point the contractor wouldn't do anything else and told us to file a complaint with PebbleTec. PebbleTec sent out an inspector right after 2 weeks of fires in *******************. Everyone had ashes falling into their pool for weeks. No pool in the area had good chemistry. But of course, PebbleTec blamed it on water chemistry and denied the warranty request. I tried to provide evidence of good water chemistry and have a discussion of the photos showing how bad it's been since install, but they would not respond to any emails or phone calls. 5 years later now. My spa still looks great and my pool still looks terrible. Both are in the same water.

  Business response

  02/21/2023

   Dear Better Business Bureau,
  
  We have been in communication with the customer and are working toward resolution. We are awaiting some additional information from the customer so we can find the best course of action. The customer mentioned that he is happy that we are working together to find a resolution. Should you have any additional comments or concerns, please reach out to us and we will be happy to assist. We look forward to a positive outcome with the customer.

• Initial Complaint

  09/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This issue has been present since installation, and I just have not had the time to continue to follow up when the business has been unresponsive. Shortly after one of their Applicator performed and installed, we had quality concerns. The quality did not match the standard we had seen with other installations. We worked with the applicator, and they acknowledged some issues and tried to resolve them. However, they still need not meet the standard of care we had observed in other projects. We reached out to Pebble Tech since this is their product for assistance in evaluating the standard of care used in this instlation. It took several persistent emails and calls to get a response. Finally, I was told to fill out a specific form detailing the issues and send it back to them to schedule an inspection. I filled it out and sent it in and never heard back. I sent the form in more than once over time but still never got any follow-up. The last time was before COVID, and I just stopped putting effort into chasing them for other priorities but picking this back up to get a resolution.

  Business response

  09/22/2022

  Hello, we understand you are now working with our Warranty Manager to resolve. Sorry about the communication challenges. We will send our experts to come evaluate shortly. Thank you.

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