ComplaintsforAmerican Heritage Pools Corporation

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract with AHP in August 2021 for a re-plaster of an existing pool and an installation of a new Jacuzzi. When we signed the contract we expressed the need for the project to be completed in a timely manor. ***** the co-owner of AHP agreed on the phone and in an email she understood and would complete the project in a timely manor. We are now at 8 months on a project that should have been completed by Dec 2021 the latest. We have stressed our displeasure with the speed of the project and also the sloppiness of the job so far and since we have complained ***** and **** (the other co-owner) have halted the progress on moving forward. They no longer respond to texts, emails or calls in a timely manor and when we finally get a response are hostile and unhelpful. **** expressed on the phone the more we complain the slower they will be. ***** has lied to us several times about the progress of this project and mistakes that have been made she always blames someone else for their subs poor quality of work. They have never shown up to the job site to oversee any of their subs work.We have to call and text them photos of issues / damages they have missed because they do not check their employees work.They installed a cracked filter cover and refused to replace it. They removed steps they agreed prior they would keep in place. they agreed to keep the existing pool light and now claim it needs be replaced. they could not supply the coping in the contract saying they could not find it, we easily found the coping on our own and had to order it ourselves. we were instructed to order it to the specifications of their measurements, When they went to install the coping they did not use the coping map that was supplied by the coping company and installed the coping incorrectly. When we confronted them about this, they blamed us for the mistake and the coping company. This is just a fraction of their negligence

  Business response

  04/22/2022

  The Weiners have been very difficult to work with.  In the beginning, we found that their electric line went directly through the area they wanted to have their spa installed.  We gave them the option to move the electric or move the spa.  They chose to move the electric.  This caused months of delays because the line was not complete until the end of December.  Here is the email she sent and my response:

  Oh, that’s great!  We’ll get the guys there the first week of January then. ??

  ~Tschuess, *****

  From Simple to Sensational Outdoor Living Environments

  From: ********* ****** <*********@me.com>

  Sent: Thursday, December 9, 2021 7:41 AM

  To: *****@newpoolconstruction.com

  Cc: **** ****** <**********@gmail.com>; ******** ********* <*****@newpoolconstruction.com>

  Subject: Re: AHPC: Follow up

  Hi *****,

  Great news! We can continue work on the spa and pool 12/23. Please let us know the plan moving forward. We need to get this done as soon as possible

  Thank you!

  ********* ******

  C: ###-###-####

  *********@me.com

  So considering we were not able to actually do any work until January, it is unfair for them to say that it has taken 8 months to complete the spa.  The spa was completed in under 5 months of construction, which is reasonable for today's schedule.

  Prior to our construction, ********* told me they had purchased olive trees that needed to be installed before I took out the access.  She asked if I could have a bobcat there to help remove the trees from the truck.   I already had a tractor on site to do some grading and concrete removal, so I told her it would not be a problem.  What happened was that an entire truck of plants came.  She and **** expected my guys to empty the truck AND help the landscaper plant the trees for free, taking hours of man time that I had devoted to my project.  When I asked her why she brought in so many plants instead of waiting until after construction, she said that it would have cost her more if she waited.  As a result, the various shrubs and other trees were left in pots right in the way of construction.  She complained that my guys kept knocking them over when we were trenching or trying to work around the obstacles.  I had to ask her several times to get the plants out of my way because they were slowing down my job.

  Then, they changed the scope of work during construction.  We did not contract to remove and replace the pool coping,  they intended to keep their existing coping and we were going to place matching coping on the spa.  They decided to replace the pool coping and they ordered their coping of their own volition. They did not wait until the spa was ready and as a result, they ordered incorrect sizes.  They wanted to keep some old in-wall steps, but that was not possible.  They were ceramic and broke when the plaster was removed.  Wall steps are ALWAYS replaced with each interior change, and I never said they would be salvaged.  The light was going to remain, and I was simply going to replace the o-ring and the bulb. My crews were very careful to keep the light in the pool, connected to the j-box to prevent accidental damage.  Unfortunately, the concrete crew Weiners hired ripped the light out when they were grading the lot and threw it into a trash heap.  Luckily ********* found it before it was thrown out, and placed it in the garage.  When my electricians came out to install, they found the cord so damaged, the light was non-functional.  At that point, I told the Weiners we would need to use a new light, but that we could still use the old lens, so the light would look just like the original.  The fact that they are complaining about it now, is ridiculous.  It was their crew that caused the damage and we had to come up with the solution.

  The Weiners decided to go with a cut-rate concrete crew.  They refused to remove the exposed edge of the pool bond beam in order to place the correct felt behind the coping.  Even though it was not in my scope of work, I agreed to have my guys over to take care of it. When the concrete crew came in, they brought a tractor (bobcat) which was witnessed by the guys I had there working on the block wall.  The concrete crew drove it over the new coping, causing chips.  When my guys got there the following week to remove the extra gunite, they noticed the chips and took photos.  I brought them to *********'s attention.  She and **** called me back blaming us for the chips.  **** was so rude and nasty I finally told him I was done speaking with him and hung up.  (This has happened several times during the course of construction.)  

  As you can see, they have made themselves difficult to work with; we have been doing our best to endure their entitlement attitudes, complaints, and accusations.  I even asked they install the plants and ground cover prior to us installing the new plaster to prevent dirt staining, but they kept pushing to get the spa finished.  We did so.  The spa and pool are complete.  During the start up process, we found out the tractor from the concrete crew caused damage to the underground plumbing.  We didn't even bother to ask Weiners to pay to fix it since it was essentially their fault.  We made the repair we could, and will be finishing the rest of it on Monday.  

  So Weiners have nothing to complain about.  They have received everything and more than they asked for.  At this time, they still haven't paid us for the contracted plaster payment OR for the additional costs to remove and replace the coping on the pool which was NOT contracted.

  If you would like documentation regarding any of this, please don't hesitate to contact me.

  ******** *********,  QWEL

  American Heritage Pool Construction

  ###-###-####

  *****@newpoolconstruction.com

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