Complaints

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• Initial Complaint

  Date:11/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tampa Pool Restorations resurfaced and retiled my pool, work completed last week on 11/18/22. At the time I asked advice for order of lanai replacement and the pool work and was told by ****** they do their part first. Now, the tile is falling off as the lanai replacement is being done. Tampa Pools is now ignoring my calls and seems to have blocked my number as I cannot reach them and and the message I get is "your call cannot be completed as dialed". They did not properly install the tile and are not assisting me and refusing to come meet with me.

  Business Response

  Date: 11/29/2022

  To whom it may be concerned, 

  I was quite surprised to read this customer complaint as it is full of inaccuracies. I will first say I take much pride in thoroughly educating my customers to the best of my ability with full honesty giving our professional advice and opinion. I am not the average sales rep as in I do not just feed the customer what they want to hear to sell a higher product. I did just this while meeting with this customer as well. Our first appointment was to provide a quote which we had provided multiple options to quote the pool resurface, tile, and deck resurfacing options. I explained as I always do that cracks as the customer had present were usually due to settling and often if the deck is finished settling such cracks would not return but it is not guaranteed as you never know if the foundation is still shifting or not. The customer called to move forward with the contract, so we scheduled and appointment and met again. On closing the contract, I spoke in depth with the customer again regarding the deck as the customer said she was considering removing the existing deck and repouring as she wanted to ensure it would take care of cracks. I expressed much concern, and my personal opinion was to resurface although I did not want to sway the customer either direction as ultimately replacing the entire deck was not our area of expertise and I made this very clear. I advised the customer that typically resurfacing did not matter which was done first although we do so in conjunction with each other and I advised the customer typically replacing the entire deck would be done prior to the pool. We completed our closing by only contracting the pool and the customer was going to do more research and ask a few other contractors their opinion of replacing or resurfacing the deck as I had told her to do her research on the matter and made it clear I did not have the expertise to give her a confident answer in which direction to take. The customer then reached out about a week later and said she was only moving forward with the pool and over the next week expressed she wanted it done as quickly as possible. During the project the customer even inquired to the crew if they thought it was possible the deck be repoured without damaging the pool and had informed my crew that the concrete contractor had done so 100's of times to which my crew replied that they didn't see how but if her contractor said he can they must know a trick to do so. Throughout the project she showed much concern with the decisions she had made regarding the deck. We moved forward with the pool re-tiling and resurfacing which the customer was extremely happy with upon completion.  Both were done to industry standards and the tile was absolutely installed properly. The customer had consistently been reaching out throughout the project asking when we would be done so the concrete contractor could begin. The project was complete on Friday November 18th, and I received a call on Monday November 21st from a worried customer claiming the tile was falling off. I asked her to send me pictures which upon receiving explained that it was no surprise the tile was falling off as the contractor was removing the concrete all the way up to the pool including the cantilever edge (or coping as they referred to it) and halfway down the tile so essentially there was nothing to hold it on. Regardless of damaging the tile the contractor continued to work while the customer rushed home that afternoon and reached out again. Apparently, the concrete contractor had blamed it on tile being installed over existing tile which we explained again that was not the reason and tile was installed properly. We explained to her that it was what it was at this point and all we could do was address it and fix once the contractor was done tearing it up, but we recommended that her contractor cut directly above the tile as to detach it from the concrete and lessen the chance of it coming off.  The customer sent pictures and insisted it was being cut which did not appear to us to be done. The customer demanded the owner meet with both her and the concrete contractor to discuss and it was explained that we had other obligations and deadlines so he could not just take a half a day minimum to run over and explain what should be able to be discussed on the phone. The owner advised the customer multiple times that any quality contractor would be able to talk to him on the phone and know what he was referring to. The owner planned with the customer to have a call in the morning while the other contractor was on site so he could speak directly to him. I informed the customer that if there were still issues at that time, I personally would come by. The next morning ****** did eventually speak with the customer, but she never allowed him to speak with the other contractor. Due to such, I went over the customers house to assess the situation to which I found much destruction to the pool including an entire wall of tile off and pool surface beneath it even torn off which the way it is did not just fall off but was pulled off showing us that obviously the tile was stuck on well and little care was given to ensure damage was not done. The customer came out and spoke with me and then changed the blame to the build of the pool which ultimately changed 3 times. She expressed that she didn't have additional money to deal with these issues. While in the back she pointed out the cut over the tile which was too high and angled in a manner that the cut served no purpose as it did not detach the tile from the concrete so any removal of the concrete would also be pulling to remove the tile. On top of the damage to the tile and surface there was a mess inside the pool and the water level was lowered with the first step exposed even though the customer was made aware multiple times in the previous days that the pool needed filled and stopping the water level below the tile for any length of time could cause damage. It seemed to me she wanted someone to point fingers which I would not do even though she misunderstood some of the direction to be just that. Later that day the customer turned directly to the applicator to try to get them to guarantee to take care of it. We kept in communication and never once ignored or blocked any calls or texts from any of the 3 numbers she had, mine, the office, and the owner's cell. She wrote this complaint even though we promised throughout we'd help her to get this fixed and stayed in constant communication to try to stay aware of what was taking place. Later the same day as this complaint she demanded we stay off her property and still has yet to have the concrete contractor reach out to the owner and communication has been quite slim other than demands that we send her pictures we took while on site. 

   

  In the little research I have done because again, concrete isn't our area of expertise, I have found that the only time the pool is saved or done prior that the coping/cantilever edge is kept intact and only the surrounding concrete is replaced which makes sense. Otherwise, the deck is obviously done first. For the customer to want to place blame on us is unfair when we have not done anything wrong in the situation. Our position has not changed in that we would help in fixing the damage done but it is not going to be done free of charge and any charges will need paid up front since a stop payment was threatened. Pictures have been provided with screenshots of our communication history, pictures of the project upon completion of the pool and pictures of the damage done when I arrived on November November 22nd.

  Sincerely, 

  ***************************;

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18450137
  
  I am rejecting this response because:

  The information she provided is false.  TPR never expressed any concerns over removal of lanai concrete.  She also said it would be fine to remove after the tiling/resurfacing because the concrete contractor could cut above.  TPR did not advise they recommend resurfcacing, instead told me they would do it but would not warranty the work done.  I have consulted with additional pool resurfacing company as well as my concrete company and general research independently and when tiling over existing tile, you need to remove smooth surface of tile for the new to adhere.  It may be  "industry standard" to tile over tile however there is still an expectation for this to be done correctly, and my expectation of correct clearly differs from theirs. 

  I asked several times what the repair process and cost would be and never got a straight answer from them.  Upon reviewing other complaints, it seems the pattern of responding to complaints is to slam the customer. 

  I have hired a different company to properly complete the project.

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

• Initial Complaint

  Date:06/19/2022

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Started out great. We had a great relationship with the manager Rachel. Gave a deposit in cash so we could get a discount. Actually whole job was paid in cash. Got it done on the December but we're not happy with some spots in the pool. I reached out to the manager who blamed the"applicator" which is a totally different person than Tampa pool restorations. But, the applicator blame the person who did the prep work, i.e. the owner of the company (Jerold) Tampa pool restorations. No one wants to take responsibility for the issues that are wrong with the the pool. I have submitted pictures that are taken at night because it shows more of the issue, but the pool is not smooth. We do not expect perfection but now we are being brushed off with Rachel saying the manufacturer does not feel anything is wrong. Tampa pool restoration does not take any responsibility for the people they subcontract to do the work . The owner of the company, has not been by since he did the prep work. Only the manager responds. But now she doesn't respond anymore. Also, we are noticing other issues with some bubbling up on one of the walls. I haven't even addressed that since they do not return calls. Do not use this company. I am still waiting for a copy of my warranty. Very unprofessional company.