ComplaintsforRimrock Pools, LLC

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The contractor rimrock pools was hired to repair, open and improve our swimming pool. They where hired to reline the pool, repair the light, install a salt system, replace the skimmer and other plastic components, we also hired them to open the pool. The light is still broken, the liner had leaks in it immediately after install, and they never replaced the skimmer or anything else. After having a leak all summer any paying divers, the contractor and separate contractors to investigate, they refused to complete the work paid for. The skimmer was eventually replaced after over a year of poor customer service and no communication. Without our asking the repainted the stairs in an effort to fix the leak even though the leak ended up being the skimmer they charged us to replace and never did. Our light still does not work, the opening never occurred and the stairs are pealing apart, and I am concerned about the craftsmanship. I have a lot more defendable documentation including saved correspondence, invoices, and pictures

  Business response

  06/02/2023

  When meeting onsite for the first time, the pool was empty with no liner in the pool and no homeowner knowledge of the condition of the pool. We discussed multiple options and products that could possibly be needed in order to make the pool operational. After multiple bids sent to the homeowner, the bid accepted and deposit paid for was for a new liner, winter safety cover, and a saltwater system. There were other bids that did included a light, but the accepted bid did not. The original bid also included "white goods" which were new faceplates and gaskets for the existing fittings in the pool which is described in detail in the proposal. It DID NOT include a new skimmer. After the liner was installed, the customer called with a leak issue. We sent a diver out with communication to the homeowner that if the leak was a liner install issue, there would be no charge to them. If the leak was not related to the liner install, it would be the responsibility of the homeowner. The diver determined that the leak was related to a fiberglass step, NOT the liner. After a discussion with the homeowner, they approved the additional work to be completed on the step, which included locating the leak and repairing with epoxy, and using a flex seal product to attempt to clean up an old step. It was discussed with the homeowner that we could not guarantee the finish, but we did the best we could to repair the old step opposed to replacing it with an expensive step. The step is not a usual leaking point and there was no way to know if the step was going to leak without water in the pool. The repair worked and looked good and was not an issue until they filed a complaint. The next leak was found to be in the skimmer housing on the outside of the pool. An in-person meeting was scheduled with the homeowner to discuss. At that meeting the broken skimmer was shown to the homeowner by removing an old repair to reveal a significant break. The option of replacing the skimmer including cutting out concrete to replace the skimmer was given and approved by the homeowner. The cost was also approved. The skimmer was replaced soon after and the pool was filled and determined to have no more leaks. The pool was winterized for the season at an additional charge as it was not part of the bid. The winter safety cover and salt system were installed at product specifications. The concrete repair was not completed at that time around the skimmer and was communicated to the homeowner that the weather was too cold to do the concrete patch.  As spring came, we opened the pool, took off the winter cover and did the concrete repair. They were billed only for the work provided and completed. Copies of the bills that matched the accepted bid to the penny and copies of the bill for the additional work approved by the homeowner were sent via email. Those invoices showed no billing for a light. The next communication from them was that we needed to replace their light and fix their heater though it was not part of any accepted bid or ever billed for. After threatening to sue us, we told them they would need to find another company moving forward. That is when they began writing bad reviews. All the work that was paid for was completed and they were sent the invoices to show exactly what they paid for which matched the accepted proposal. In our professional opinion, we do not owe them a refund for any part of the work performed.

  Customer response

  06/04/2023

  Complaint: 20067813
  
  I am rejecting this response because:

  -We paid for the light that was never replaced or repaired 

  -We paid for the diver ourselves and I have receipts to prove it.

  -they did the work on the stairs without contacting us and the craftsman ship was so poor that I am still pealing paint out of my pump on a regular basis. The screws fell out of the stairs the first time I cleaned them.

  -Rimrock pools states that they replaced all the plastic fittings, however they are still the same ones from the previous owner l.

  -we were billed for multiple openings over the last year that never occurred l. I filled treated and cleaned the pool pump and un winterized it myself.

  -the pool liner they installed was done without being properly secured and had a leak in it immediately. I have no reason to believe there are not other leaks and my lawyer advised me to get another diver to verify this and use as evidence of a consumer protection infraction.

  -the work that is incomplete took a year and a half and was void of communication. I recorded calls made sure everything was in writing and kept all receipts. I would be happy to make all of that information available.
  
  Regards,
  
  *** ***** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  06/05/2023

  The homeowner has zero pool experience although he claims to know everything about it.  Everything was done to or above industry standard.  I too have all the quotes and the actual invoices and am happy to provide them.  Homeowner was NOT billed for any work that was not completed.  We have all emails, quotes, bill and service calls including the ones from the diver indicating the leak was in the steps, not the liner.  If the homeowners were being honest, and would quit talking long enough to listen, then they would be able to understand.  I encourage them to call any pool BUILDER ( not a pool cleaner) in town and ask what standard protocol is on a liner replacement and then they would know what they claim wasn't done is not part of any contractors liner replacement procedures.

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