ComplaintsforMr. Marcite, Inc.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dont use Mr *********************** After my project was finished,and paid for-the tiles started to fall off my pool. I called them and they informed me I had a 5 year warranty and they would send someone but were running behind. After 3 weeks of calls-I sent an Email-and got the reply that they would not be back to fix it-They had come 1 time to fix 2 cracked tiles but will not come back-So I have no recourse but have done everything I could do as a customer-I Also paid extra to have a lifetime warranty on the finish of my pool-I guess they will not honor that either!Go with any other option! Dont trust Mr ***********************

  

  Business response

  05/17/2024

  ****************** pool was completed on 5/01/2023. Customer was happy no complaints. On 1/30/2024 ****************** called into our service department and stated "a couple of cantilever tiles had fallen off". We sent our service tech out on 2/8/2024 to which he determined that ****************** has structural movement on her deck and pool which is causing the cantilever tiles loosen up and fall off. We advised ****************** at that point that this is NOT covered under the 5 year warranty on workmanship as this is not failing do to the renovation Mr. ********************** did but rather the ground moving - which is out of our control. We advised ****************** on 2/8/2024 that we would do a one time courtesy and put the tiles back on but any future tiles that fall off due to the structural movement would need to be fixed or placed back on by herself or someone she hires to do the job as again this is due to structural movement of the ground. On 2/8/2024 we replaced 2 tiles of cantilever which was supplied by the customer ******************. The service tech spoke with ****************** and told her that he noticed more that *** fall off in the future due to structural movement. On 4/23/2024 ****************** called our service **** again stating 3 tiles had fallen off. We advised ****************** that her tiles are falling off due to structural movement and that it is NOT covered under the 5 year warranty on workmanship we offered to supply her with phone numbers to repair companies that could help her out. At this time ****************** became very verbally abusive to our staff resulting in ****************** hanging up on our staff. 

• Initial Complaint

  10/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid and had done complete pool resurfacing. 6 months latter grout had fallen out and the pool needs to be refrained and repaired. They insist it is not now their responsibility. I was told by ******* that the work could have been done initially but now they do not do that type of work and they know of no one that does. She is sorry that their salesperson was upfront and transparent with me and she will surely l inform upper management with the concern. I was under the assumption that a complete pool resurfacing would be exactly as implied, a complete pool resurfacing and if it the top grout line was to be excluded the contract would denote such or at least I would have been informed extreme consequences.

  

  Business response

  10/06/2023

  ************ did not do a complete renovation. He chose not to install new waterline tile. The grout cracking above the tile is very common in older pools. Structural movement between the deck and pool happens and Mr. ********************** has no control over this. Structural movement can occur for many reasons, including past years of possible water and drainage issues.  We recommend that the homeowner uses a flexible caulk to help with this issue.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired Mr. Marcite to resurface my pool as well as my decking area because I had heard they were one of the best. When Mel, the salesman came out to give me an estimate, I told him that the pool was losing water and there was a leak. He told me no problem they would take care of it. I signed the contract, waiting almost a year for the start date of 4/26/2022. They started on time and all was going well, workers were good, tile work good, and decking all very good. However, I had ordered the color royal blue, and when the color was applied, it was light royal blue. When I called to ask about the discrepancy, I spoke to the Forman, Brent and he admitted to mixing the wrong color but told me that I should be glad because the other color was harder to maintain. (Why offer it if it isn't good). But instead of offering me anything for the mistake, he acted like it was no big deal. Luckily for them, I liked it and chose not to have them do it over. But as the pool filled, there was still a leak! When I called the office I was scolded by an employee saying they are not in the leak repair business, At this point I was so upset and asked to speak to Brent . Unfortunately, it took me getting mad and reminding them that I accepted the color mistake they made, but was not taking the responsibility for the leak.. on 5/24,, he text me saying he would fit me in one Saturday coming up. I text on 6/2 and6/8 with no response, on6/20, he said he would call later that afternoon... nothing, no call, no communication. I emailed the office on 6/23 requesting a response, still nothing. This has been so disheartening, as I saved a long time to do this and to be ignored and left waiting is unacceptable. I am holding payment which I had offered to pay in full when they complete the work. All I want is to get this resolved. The lack of any communication is so unprofessional. If you look on their website it paints a totally different picture!

  

  Business response

  08/12/2022

  Business Response /* (1000, 9, 2022/08/11) */ We have completed this job and the customer paid in full. The customer had a leak before the renovation and new exactly where the leak was and never told our company or gave us the report. We are not leak detectors and we always tell customers that a renovation will not always fix a leak. She has a broken light niche which she never told us and she never requested to replace one for her. If we would have had the report we could have addressed the issue for her. Customer never paid for the Royal Blue surface and she actually changed her contract three times on the surface color. We did offer to redo the surface again, however she would have to pay the price of the Royal Blue. She stated that she actually liked the Light Royal Blue and she would keep it. We have addressed everything that was on the contract and more. Consumer Response /* (3000, 11, 2022/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Wow, this is so not true!! When I signed the contract, JUNE, 2021 I told Mel, the salesman,that I ad a leak, his words were, "don't worry, we will take care of it. 2. The leak was NOT just in the light, but the main leak was in the skimmer. Had anyone communicated with my numerous texts, calls, they would have known that!3. The color change was over the ourse of the year that I waited and was only given color swatches on paper and photos. I have the emails and texts to prove it was before they ever started. I called immediately the day the color went in to say it was wrong and was told by Brent, supervisor, that he mixed the wrong color, but I should be glad, as the royL blue is hard to maintain. I asked, why then offering! I was never offered the correct color, and yes I did say the light blue was ok, but had to ask , what if I insisted, then he said we would have to change it. Their communication is awful, no apology for their mistake, I received a letter saying they will put a lein on my home, so after waiting 2 plus months for a return call, I gave up The owner called me, basically saying I was complaining about nothing. He didn't listen just talked over me. Would I recommend them,,,, no buyer be ware. The work they did was good , but as a business that cares about customers, no

• Initial Complaint

  03/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On March 15, 2022 Mr, Marcite started a resurface job on my in-ground fountain and spa. They sent one guy out to chip away/remove existing plaster/concrete to make room for the new surface to be added. The process was not performed the way the sale man (Mel C.) told me it would be. I text Mel and told him I was worried about the prep because only some of the surface was removed in places (he didn't remove some of the existing surface to make room for new surface) and not all the existing tiles on the edge of the stairs and seating area were removed (please see pictures). Where the tiles were removed it was not straightened or smoothed out. James chipped and cracked existing tiles around the top inside edge that were suppose to stay. He painted a bond all over what was left inside, which was a gray color that looked like wet concrete and got it on the chipped and cracked tiles so those weren't obvious to see. Mel told me someone would be out to look at it. Around 9:00am Brent an employee showed up and assured me everything was ok. On March 17, 2022 the plaster crew showed up and they didn't look old enough to have the experience that He saw the damage done to my new outdoor rug and he told me to vacuum it and let me know if the plaster comes out. (some did). Mel C. who sold me the job told me the difference between their company and others is they have paid long term experienced employees no subcontractors The guys who came to resurface my spa told me told me they were from Guatemala. This was another red flag but I trusted the process because Aqua Leak Detection and Sparkle Brite me they do excellent work. When the two guys were leaving I went and looked at the work and noticed the material wasn't even on the seating shelve, jets, under the skimmer and in the corner of the fountain area. I went to get the guys to fix it before leaving and he said I'm sorry but it can't be fixed because it's hard. I called Mel and he started making excuses. more to ad

  

  Business response

  04/18/2022

  Business Response /* (1000, 5, 2022/03/29) */ We have not finished this job yet. Before we could even come out to finish the job the customer asked us not to come back. We did not step back on to the property as we were not allowed. Our foreman has reached out to her and the owner of the company as well. She finally let us come to the property this week which both the foreman and the owner both went. We need to finish the job still and fix the issues which we plan to do as long as she lets us continue working. Consumer Response /* (3000, 7, 2022/03/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because they damaged my property and the results were so awful, I was afraid to have them come back. I asked for my money back to have another company come fix it. Owner threaten to put a lien on my house if I didn't pay remaining balance and told me I would be paying for his and my attorney if we ended up in court. I felt the owner was bullying me to pay remaining balance before job was done or redone. I spoke to an attorney who told me Pat can't threaten, harass, or bully consumers to pay him. I sent numerous emails inviting Pat (owner) to come fix/redo the job. It wasn't until I contacted BBB and posted something on social media about his company that he was willing to come out and look at the job. This was two weeks later. There was also damage to my screen, rug, and my water sprayer was stolen by their employee. The good news is they are here now redoing the entire job. All I wanted was a professional job. My spa is only 400-500 gallons and they were asking $4700 to do this. I expect an excellent job and that just didn't happen... I'm grateful they are now willing to make it right. I'm hopeful for professional results and I will redeem them on FB and BBB with pictures if they do a professional job. Also, I'm hopeful they will have my outdoor rug professionally cleaned, lanai screen that was torn replaced, and a new water sprayer. Also, hopeful they will clean up everything because they got plaster on my newly painted concrete floor on the lanai. I see a big difference in the way they have protected my outdoor furniture and floor today, while here to redo the job. I'm very hopeful they are doing the right thing now.I will keep you informed on the results... Consumer Response /* (3000, 11, 2022/04/14) */ Yes, they came back and removed all the awful work they did and started over. It looks much better now. I haven't heard back from Pat (the owner about taking money off remaining balanced owed to fix damage that was done to my property by his employees or about the sprayer that was stolen. I got an estimate to replace it all and sent Pat an email telling him the cost but no response. It's been over a week since I sent the email. Also, his employee killed shrubs when draining the spa that was on common area in my gated community and they want them replaced. That was not included in the amount I asked to remove from the existing about due at the end of the job. I was waiting to hear from Pat to discuss this as well. My spa is losing about an inch of water a week since the resurface was completed and I wanted to talk to Pat about that as well. I'm paying for a lifetime warranty which was included in the to the price in the contract. Business Response /* (4000, 13, 2022/04/15) */ Our Foreman was out there yesterday and the job has been completed and the customer has paid. We are not sure what the issue is now due to the fact that she just paid yesterday and her account is closed. Pat does not receive the emails as it is a company email. We completed everything that was requested since she allowed us to come on to the property to complete the job. Consumer Response /* (2000, 15, 2022/04/18) */ Yes, the lead Brent came out and allowed me to take $300 off of the price owed to pay for damage to my property ect. It's been paid in full and I'm happy with the results.

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