ComplaintsforTim's Tile & Marcite, Inc.

• Initial Complaint

  10/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Tim and Mathew will say anything to get your money. They are not to be trusted. They miscounted our caretakers, installed incorrect returns, and then applied a faulty coating, after acknowledging it was bad, throughout our entire pool and hot tub. Ironically, it was to our best fortune that the coating was faulty, as their craftsmanship was terrible. They literally covered a caretaker to the point it was non functional. They were compensated directly from the manufacturer to remove the coating, however, they argued with us for days about the removal. Communication is another atrocity you’ll experience if you choose these people. We never had a project manager, and when asked, they said there was none, just an office rep that couldn’t even relay the counts correctly. The best parts were when we questioned their errors, it is total denial. Oh, if you say anything you’re rushing them, and if you don’t say anything, they let the project go for months, even though they drained your pool left it as a gapping wound. How about all the mess they make, and don’t seem to care about? Brand new pavers? Who cares! Let’s just leave bright blue staining all over the deck and new coping. You know what’s better, when they take steel brushes to scape and essentially chisel away your brand new pavers. How about a skimmer installation in which they leave it complete out of level? See our communication paragraph, and you’ll know how that went. Yes! I too would like to have to fight for a level skimmer! Then, after living through this for literally months, they have to nerve to present me a draw statement for work which was not complete! That’s right! Tim, whom directly told us to our face that this screw up (when they coated our entire pool and spa with faulty material) does not represent their work, and would not charge us a dime until they made it right, withdrew his statements, lied to his company co-owner, and demanded an inflated payment to continue their rampage.

  Business response

  11/02/2023

  Please direct any concerns or questions regarding this project to our attorney:

  
  ***** ** ****** **** *** ** ******** ***** ********** **  ***** ******* ***** ********
  Fax: (352) 637-6025

   

  Customer response

  11/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Our lawyer will be in contact with you.

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

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tim's Tile & Marcite re-plastered my pool in July 2021. The company never told me that there is a start up procedure that must be followed with a new pool re-finishing job and if the start up procedure is not followed, then permanent stains are left in the pool finish. The owner tried to smooth over the fact that his men never told me about the start up procedure by telling my pool looks nice. I am about to file in Citrus county circuit court for damages. According to experts, my pool needs to be re-plastered to remove the stains.

  Business response

  09/06/2022

  Business Response /* (1000, 5, 2022/08/10) */ Contact Name and Title: Timothy C*** president Contact Phone: 3526280184 Contact Email: [email protected] Every client is given instructions on how to maintain the pools when the new surface is installed and has been filled again with water and informed this is the homeowners responsibility but there are maintenance companies that will provide the service should the homeowner not want to do it themselves. Every client is informed that the water will be started the day the interior is installed and to not turn the water off until it reaches the mid point of the tile line as it could cause irreparable staining (bathtub ring). This interior was done on July 28th 2021, on July 30th the owner of our company received a call on his cell phone from Mr.********* asking him to come look at the finished pool. Upon arriving on site the owner of our company (Tim) had seen that the water had been pumped back out of the pool and it was sitting near empty. Tim again had warned Mr.********* regarding the issues that could arise from not letting the pool fill with water and spoke to him about his concerns and informed Mr.********* that everything was done according to Citrus County Code Compliance, he also informed him again that the pool need to be filled up and again provided instructions on what needed to done while the product cured underwater. On August 19th 2021 Tim received another call direcly from Mr.********* regarding some stains, upon visit to the pool Tim was unable to located any staining on the pool but did test the water for chemical accuracy and determined that the pool was not being maintained as it should be. Tim attempted to reach Mr.********* by phone to inform him about the chemicals not being in the right range and to ask him where the stains were located but Mr.********* never answered nor returned the call, an email was sent to Mr.********* on August 19th 2021 informing him that Tim was unable to locate the stains and was asking for a return call to let him know where they were located so he could go back out and try to see what Mr.********* was speaking about. The email also included that the chemistry was not in range and was given further guidance on what needed to be done to bring the pool into balance. Mr.********* has not called the office due to "wanting to deal with the owner directly". Since mid August 2021 we have not received any phone calls, voicemails or emails from Mr.********* regarding any further issues with the interior until this notice. He is now outside of his 1 year workmanship warranty. Consumer Response /* (3000, 7, 2022/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) They NEVER told me about any start-up procedure. In fact, Mr. C*** asked me "Didn't Mike (his salesman) tell you any of this?" And my answer was 'no.' I was left completely in the dark. I only came to know that newly finished pools have a start-up procedure after my pool's finish was irreparably stained. Neither Mr. C***, his salesman nor any of the workers ever mentioned that irreparable damage could be done to my pool if the proper start-up procedures were not followed. Logically speaking, had they told me, wouldn't I follow the proper steps so that my $5,000 pool job would look its best? Only a fool would ignore the start-up procedure after having been informed. That's how we got to this point; my pool finish is irreparably stained because they failed to notify me that there is a proper start-up procedure. Business Response /* (4000, 9, 2022/08/18) */ As mentioned, every customer receives instructions on how to maintain the pool during its curing. Some people choose to do this themselves some will hire companies to perform the task. Not maintaining the chemicals correctly during the startup can cause stains that can be rectified, when the owner of our company was out just a few days from when the water was started to fill in the pool and noticed that the pool was not filled with water, he reminded the customer of the startup procedure, informed the customer that the pool needed to be filled and again gave instructions. When the owner went out on 8/19, he did not see any stains but did test the water and again informed the customer via email about what needed to be done to bring the chemicals into balance. He also requested the homeowner return his call so he could set an appointment when the homeowner was available to show him what the homeowner is saying they are seeing. We have not heard from Mr.******** since that day and assumed that he finally followed our instructions and was seeing a shadow or pollen/dirt in the pool. Logically speaking, why after the water was started would the homeowner stop the water or pump it out without calling us to make sure that was ok? Logically speaking, if the customer did not receive any instructions why would he not then think that he would need to balance the water as you would do with normal maintenance? Logically speaking, why would the customer wait an entire year to make contact with us through a formal complaint instead of reaching out to the office? We are willing to guide and help the customer with issues he may be facing or send a manufacturer rep to see the pool to determine what has happened since install but the customer has not reached out to us since our last request to him until we received this formal complaint. Consumer Response /* (4200, 11, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are incorrect in asserting that I was given any start-up procedure. They never told me anything. Mr. C*** knows that his company committed a serious error when they failed to inform me of a start-up procedure. If they want to repair my pool finish, why don't they offer to do that? They continue to blame me and are attempting to evade responsibility. The talk about a "rep" looking at my pool is welcomed. Business Response /* (4000, 13, 2022/08/26) */ Again, we have told the homeowner multiple times on what he needed to do to take care of the finish while it was curing. The homeowner had proclaimed that he takes care of his own pool on a regular basis before we started the project, on Aug 19,2021 when we last visited the pool the chemistry was not in balance, but no stains were observed to be present. We feel that the homeowner may not maintain his pool's normal chemistry properly and has developed topical stains after a year of being subjected to this. As mentioned before the homeowner has not reached out to us to request any assistance or to say there was anything concerning him (prior to this formal complaint) since August 19, 2021 when we were out to check the pool and only found that the chemistry was not being maintained and again sent him information on what he needed to do at that point in time, also requested that he call us. We have contacted the manufacturer representative to see the pool and give his expert opinion on what is going on. The homeowner was also sent a copy of the warranty which also mentions the need for proper chemistry and brushing while the product is curing. We still would like to know why the homeowner has decided to wait a year before filing a complaint if he claims this has been permanently stained since day one - why would the homeowner not reach out to us since our last visit? Why would he have even paid for the invoice if he "knew" there was something wrong?

• Initial Complaint

  04/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  February 2021. They laid contaminated Marcite. Refuse to fix. Also a three to five inch section of Marcite peeling off the wall.

  Business response

  05/17/2022

  Business Response /* (1000, 5, 2022/05/04) */ The owner of our company, has been in contact with Mr. ****. They have come to an agreement to refinish the pool. We have scheduled this to be done in October so the homeowner can still swim now. Consumer Response /* (2000, 7, 2022/05/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) We have made arrangements to rectify the issues. I will be glad to contact the BBB in October 2022 to give them a stellar review.

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