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Complaint Details
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Initial Complaint
05/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We signed a contract with *** *****r of Professional Pools & Spa to build our swimming pool. The plaster has continued to fade over time from a dark blue to a very light blue. I have attempted to contact *** multiple times, leaving phone messages about the plaster. After viewing the plaster first hand, *** ******** daughter ******* and one of his employee ****** have both made comments about something being wrong with the plaster fading. We paid an additional $1000.00 for the upgraded Tier 2 Quartz Scapes Plaster. I feel part of the problem is with the installation process and the material . The plaster installation subcontractor started on the deep end on April 11th but was stopped due to rain. The contractor did not return until April 18th to complete the job. I questioned the color at the time but was assured it was correct. I reached out the the plaster distributor but was told i needed to go through Professional Pools to remedy in problems.
Business response
06/20/2024
Responding to your complaint filed with the BBB. I have a confirmed appointment with the representative for the QuartzScapes plaster installed in your swimming pool for 1:00 - 1:30 PM on Thursday June 20, 2024. Attached is the warranty for the plaster stated in the original contract. If you are not able to be home, please leave the front gate unlocked for us to enter and please leave or forward any record of chemical analysis and testing done on your pool water since its completion. Thank you and hope to see you then.*** *****rCustomer response
06/25/2024
Complaint: 21770639
I am rejecting this response because:As a REMINDER, while at our home reviewing the pool issue, I pointed out a crack in the plaster to B***** ******* ***** *********** ****)
****** broke off a chip of plaster and told *** ***** that it needed to be repaired. Does PPS plan to address the plaster crack repair which is not related to the plaster fading??
B***** ******* ***** *********** ****) suggested that by diamond buffing / sanding, the pool could be returned to the original color. I asked if this is under warranty and ****** said no, however *** *****r said that something could be worked out.*** verbally offered to test the diamond buffing / sanding in the spa or on the steps. Is he rescinding his offer?
Sincerely,
***** ****
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.