Complaints

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business Name: Pool Pros of Pasco Invoice Numbers: **** and **** Project Cost: $34,105.50 Completion Date: May 22, 2023 I would like to express my disappointment with the services provided for my lanai and fireplace pavers project. The project, which cost me $34,105.50, was completed on May 22, 2023, and included invoice numbers **** and ****.Approximately a month after the project's completion, I started noticing significant issues with the pavers, including discoloration, settling problems, and numerous pavers showing manufacturing defects. On June 8th, 2023, I promptly contacted the office to express my concerns and requested an onsite inspection, which I wanted to be present for to demonstrate the issues.On June 30, 2023, they sent a representative to inspect the pavers, who subsequently claimed to find nothing wrong. Dissatisfied with this assessment, I emailed the company photographic evidence of the issues and informed them that I had obtained two proposals from reputable contractors who confirmed the problems and provided solutions for fixing them.Eventually, on August 9, *********************************************** During this visit, the subcontractor acknowledged the following issues:Manufacturing Defects: Over 100 pavers exhibited manufacturing defects that necessitated replacement.Installation Errors: Some areas of the paver installation were done incorrectly, leading to gaps that would accumulate dirt and pose long-term issues. The subcontractor expressed willingness to rectify these areas provided I have extra pavers.Sealing Problems: The sealing of the pavers was compromised due to manufacturing issues, resulting in spotty and noticeable sealing.I wish to reach a reasonable resolution for these issues. I hope that Pool Pros will consider the proposal i sent to them in my last email and work towards resolving these issues in a mutually satisfactory manner.

  

  Business response

  10/16/2023

  We did view the site with a rep from ****************. They stated there are little to no pavers with issue.

  We expressed then again the homeowner concern so they are willing to offer a limited amount of pavers to replace the ones which concern the homeowner.

  We are willing to swap out the pavers of concern with the replacements and seal the pavers that we swap out. We would not be reimbursing the sealing cost however as the sealing work was done as contracted. Flagstone the paver manufacturer confirmed this on site as well.

  With homeowner approval, we will pickup the limited replacement of pavers from the manufacturer and schedule swapping specified pieces out.

  Customer response

  10/18/2023

   
  Complaint: 20722016
  
  I am rejecting this response because: Pool Pros sent me an email stating that the factory rep spotted 50 defected pavers, that number was without moving furniture or the pool boxes I have.

  I have to be present to do inspection and agree on all the defected pavers that need to be replaced 

  Pictures I attached are showing clearly how bad the pavers looked in less that three months, I have a recorded conversation with the sup-contractor (*** ) stating that the sealing his team applied did not work correctly, he also said a good sealing company have better equipment that his backpack sprayer and he suggested that  I should go with that option 

  I have two proposals from vendors that will strip and seal the pavers and *************** years warranty , I am not asking pool pro to pay for that . I am asking them to refund the money they charged me for sealing the pavers since that work was not done correctly ,  

  ******* and ***** are more than welcome to meet me at the site and to look at the issues I have , they will be ashamed and disappointed by what they will see 

  
  Sincerely,
  
  Jeries Alnemat

  

  Business response

  10/23/2023

  Flagstone is willing to provide replacement pavers despite and we are willing to install them.

  *** is telling ** things differently then you are. Can you send us the recording so we can hear the conversation you had with him to assist you better?

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩