ComplaintsforAdams Pool Solutions

• Initial Complaint

  10/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Reported problem approx April 2022. Our residential swimming pool was stripped of existing surface and refinished by Adams Pools Nov of 2020.The stated warranty is 7 years. My pool maintenance company noticed an unusual discoloration of the plaster earlier this year. I have used the same reputable pool maintenance company for approximately 17 years. Adams Pools came to our residence and determined that there was a problem with the finish.Adams pools at their expense used a fire blasting technique to remedy the issue. The discoloration issue was not resolved. My pool maintenance company has confirmed this fact and is willing to testify if necessary. The pool was built in **** and the finish looked great for approximately 15 years. The company I hired initially is no longer in business. The finish applied by Adams Pools never looked as good and deteriorated much sooner. Adams Pools is now claiming they are not responsible for the discoloration issue despite meeting with our Pool Maintenance Companies owner who is convinced there is a problem with the product and or the application supplied by Adams Pools.

  

  Business response

  10/12/2022

  We received a call from ****************** saying he has a discoloration or fading around all the side perimeter of the pool. We sent a tech out there to evaluate the stains in the pool. It looked like a water ring around the pool roughly 12 below the tile. See pictures #1 and #2. We offered help him out and to drain the pool, do a light acid wash and use a torch to help remove the waterline ring in the plaster.
  

  We schedule the pool to be drained on 5/23/22 and did the work on 5/24/22. See pictures of the pool before we started the repair. #3 and #4. In picture #3 you can see the scale on the plaster. This is due to bad water chemistry. 
  
  ****************** still had some concerns, so I met with him on 5/25/22. He agreed with me that the ring around the pool was caused by somebody draining the pool down below the tile and was going to talk to his pool service. He was going to start filling the pool back up.
  
  His pool service said that there was something wrong with our product that was causing the water line. I scheduled an appointment with the manufacture, ****************** and the pool service. Below is what the manufacture reported.
  
  The Perini job. Upon inspection of the pool. I viewed the pattern of the pool finish beneath the water line tile as whimsical or unaccountable changes in the pattern. I spoke with the home owner and the pool maintenance and got a little history of the pool tile being cleaned at one point. The tile was cleaned when the pool was empty of water. I do believe the pattern below the tile was do to the tile cleaner which was probably not rinsed or flushed with water in a timely manner. The pool finish which was the Island Series was not at all defective. I have also added the pool chemistry and water source to this report. Please if you have any questions contact me to discuss further. Thank You Sincerely, *****************************
  
  ****************** disagreed with the report. We asked his to call the ************************ to get a second option.
  Adams Pool Solution and the material manufacture both agree this is not a workmanship or material issue. That somebody drained the pool down after the pool was initially plastered. 

  Customer response

  10/17/2022

   
  Complaint: 18154850
  
  I am rejecting this response because:

  
  I did not agree with the statement from the the Adams Pools representative as was stated in their response.

  Also, the owner of ********* Service who I have used for approximately 15 years strongly disagrees with the 

  details as listed by Adams Pools in their response. I have not had any problems with ********* Service.

  I have been completely satisfied with their maintenance service for many years and believe the owner

  when he disputes the analysis as stated by Adams Pools.

  
  Sincerely,
  
  ***********************

  

  Business response

  10/24/2022

  I understand that ****************** is stuck in the middle between us and his pool service company. We are not blaming them. We are saying somebody lowered the water in the pool roughly 12" below the tile which created a bath tube ring. We surfaced the pool on Nov. 19,2020. We received an email from ****************** on April 4,2022 saying there is a stain around the pool. That is roughly 16 months after we originally surfaced the pool. 

   

  Let have somebody from the ************************ come out and evaluate the stains on the surface and what caused them. Here is the link https://www.npconline.org/page/ask-the-npc

  Customer response

  10/31/2022

   
  Complaint: 18154850
  
  I am rejecting this response because:  

  The water level was not lowered 12 as Adams Pools claims. 
  Also, if the water level was lowered the stain would be a straight line ring around the pool.

  The stain is very jagged and uneven. Adams Pools has sent to my home a number of individuals

  to inspect the stain who said it is a very unusual stain unlike any they have seen.

  We feel Adams Pools suggestion to contact another agency is possibly a stall tactic.

  Sincerely, *********************;

   

  
  Sincerely,
  
  ***********************

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