ComplaintsforL.B. Rowe, Inc.

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a pool company local in ***************. I used them to build my pool in 2020. The lighting system has been problematic since day one. Two weeks after water was put in the pool the light went out. They replaced it. This pool light has been replaced 3 times and needs to be replaced again making it four times in less than 4 years. Something more is wrong and this company refuses to investigate and wont take my calls. My father had his pool built by a different company two years before mine and his original light is still on and it stays on all day long unlike mine which is on a timer. I am in contact with ******* and have filed a complaint with them also. Second issue is the pool Side wall chunks have come down in two places that I have found. Pool wall material has been found in my Dolphin Pool vacuume cleaner and there are chunks missing from pool side wall. I called ************* who eventually sent someone who told me the company would likely have to refinish the pool. Several months later and ************* office person texted me that they sent their subcontractor out when I wasnt home and they couldnt find anything. How convenient for them. There would be no way to find this without assistance from me pointing them to the compromised area and without turning off the pool pump so the water could be still. So now ************* tells me he is retired and they wont take my calls any more. Please assist me.

  

  Business response

  04/30/2024

  ********************* called to complain about what he called a chunk of the wall falling into his pool. I explained to him that I would have to send someone out to see what he was describing so that I knew the process in resolving the issue. I sent one of our techs to his property and ********************** showed him the area he was talking about. ***** informed him that we would have to submit a service report to the plaster company. I immediately sent an email to the plaster company asking that they come and inspect the pool plaster. I did request that they meet ***** there so that he could identify the area for them. There was a communication issue and the plaster company went on two occasions to try to inspect the area. I called a third time and told them that the homeowner was now upset and wanted to personally meet them for the inspection. The plaster company has met with ********************** in the last week and the manufacturer is scheduled to come out and look at the issue to confirm the plasterers' findings and go from there. Anytime there is an issue like this, we have to go through protocol for warranty and unfortunately coordinating everyone's schedules takes time. No one from our company ever told ********************** that his issue was being ignored and not investigated not did we refuse to speak to him.

  As far as the pool light, we completed the pool on August 19, 2020 and that is when the warranty on the equipment from Pentair Pool Products began. The manufacturer extends the normal warranty to a time period of three years for pool builders. The light has been replaced twice according to my records by the Pentair warranty station (not us) at no cost to **********************. He is now out of warranty and I am unable to put in a warranty claim. I suggested that he call ******* directly and possibly they would send someone out as a courtesy. I have had customers that get frequent power surges burn these lights out. They installed a surge protector, and it solved the problem but it didn't have anything to do with the installation or wiring of the light.

  The first conversation that was had with ********************* in regards to the plaster issue was the end of February. Our tech, ***** went out the following week and met with him. Over the course of the last six weeks, the plasterer has gone to the residence three times (two times they went without meeting ***** as requested). The light issue didn't come up until mid March when he said that it was out again and I spoke to him explaining that he was out of warranty. 

  We have been trying to resolve the issues through the proper channels and procedures in place. In no way has he been ignored and most of this was before he made his decision to file the complaint here as well as with ******* and ****** reviews. I will absolutely respond to all his complaints as I have the text messages, phone logs and trips to the residence documented.

  Customer response

  04/30/2024

  Since filing this complaint and posting ****** review, ************* is now responsive to messages. So for that I appreciate the assistance. The light was changed 3 times, the first time was only a couple weeks after pool was first filled with water so Im going to guess they just installed a new light and didnt go thru the Pentair for warranty. ******* says the lights should last 4-5 years. I have this on email. Something is not right here. ******* has shipped me a new light but told me I had to hire an installer. 4 new lights in less than 4 years is a problem. I would appreciate it if ************* did the install but actually had someone look into this with the understanding that this light is on its 4th replacement. As for the plaster, subcontractor has come out and told me they would have to drain the pool to assess. I explained the situation and how pool wall material was seen on the pool floor and it got sucked up in the dolphin pool vacuum, which is how this complaint started. There are a lot of areas that look compromised. I explained that this plastering was done in the rain and afterwards they had to send people out to address multiple areas of debris mixed in with plaster. I just want this right. Thats all. Thank you .

  

  Business response

  04/30/2024

  I have attached emails showing the history between myself and the plasterer. As you can see, we were taking care of it before the ****** review (April 14th) was posted. ********************** is just impatient as we have been trying to resolve the issue. As far as his light, due to the erroneous claims he has already made and wasted a tremendous amount of my time dealing with this, I will not install the new light that ******* sent him. He obviously thinks we did something incorrect anyways, even though we didn't install the last two that were put in. 

  Customer response

  04/30/2024

  Not much more to say until I see how this resolves once the manufacturer and subcontractor comes back out.  Seems like everyone from ************* Pools down is trying their best to pass the buck. ************* passed responsibility to the plaster subcontractor and now the subcontractor is looking to pass the buck to the manufacturer. As for the light, ************* again takes no responsibility. Just leave me with a pool with a light that goes out every year when these lights are supposed to last 4 years or more. Thats great customer service.  Makes total sense that this company has 8 one star reviews out of 31 total reviews on ******* I will hire another pool company to install this pool light. 

  

  Business response

  04/30/2024

  We are not passing the buck. Pool Boy Plastering is an outstanding plaster company with a great reputation for quality workmanship. They have always honored their warranty which is why we use them. I am sorry that you are unhappy with the process and protocols to get this issue corrected. If there is a failure or compromise in the product, the rep has to come out in order for the material to be covered. Pool Boy honors the labor part of the warranty. I feel like you are being totally unreasonable and we could only wish we could give clients reviews.

  As far as the light, the equipment is out of warranty and Pentair sent you a free light. Normally I would have it installed but under the circumstances of your actions and erroneous information, I will not. I will absolutely continue to honor any warranty issues that remain in place with your pool but not anything additional. We did not install the lights that were replaced under warranty the last two times, Pentair's warranty station did but somehow you are blaming us for incorrect installation. 

   

  Customer response

  05/01/2024

   
  Complaint: 21573444
  
  I am rejecting this response because:
  

  I paid ************* Pools to do this pool. Thats who I hold responsible. Please send me the name(s) of the company or person who you had install the light replacements the two times your records show it was replaced. I would like to follow up.

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

  

  Business response

  05/01/2024

  You can reach out to Pentair as I submit the claim to them and they dispatch to one of their approved warranty stations. 

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They completed our pool in September of last year. Even though we sent pictures and discussed with the company that we wanted a dark blue diamond bright they installed light blue. When we questioned them, they said the color was in the contract. How are we supposed to know that the name didnt match the color we told them? Since it was done; we figured there wasnt much that we could do and dropped it. We also mentioned that the finish didnt look good but was told as the diamond bright cured, the appearance would get better. Fast forward to February and the diamond bights color is inconsistent with streaks and blotchy patches throughout the pool. To make it worse, we have what appears to be rebar coming through the bottom. Its now June and my wife and I have called and emailed multiple times, with no response.

  

  Business response

  08/29/2023

  I have contacted the homeowner and we are taking steps to correct the stains in the pool. 

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************* Pools advised their subcontractors to install our pool tile and patio incorrectly to save money and they were all damaged within 3 weeks of installation. We have been chasing them for 5 months and they will not answer us or try to fix the situation. My pavers look 3 years old and they are brand new, this should not have happened if they set them properly. We had the owner of the paver manufacturer come here and she said this should never happen and its not faulty pavers. I even met someone who have the same pavers from the same manufacturer whos was set properly and it looks fantastic. All I want is for the pavers to be replaced and set the correct way and ever since they realized they were at fault, they stopped answering and I cant get a hold of them.

  

  Business response

  04/27/2023

  The precast tiles were sandset which is what the homeowner paid for, they did not pay to have them mudded in. We had the owner of the company of the precast come out and the installer come out and see the job. In addition to that Both businesses are reputable businesses and do not feel it was anything they did or with the product. The material they chose is porous and either minerals or moisture being absorbed may have caused the issue. I have offered to purchase new material for them in order to settle and meet half way. It was no fault of ours that the material became discolored. 

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