ComplaintsforDCR Enterprises, LLC

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired contractor ********************* of DCR Enterprises, located at ***************************************************************************************, to install a pool and hot tub in my back yard in October 2022. The contract indicated that the installation was expected to commence in November 2022 and be completed by December 2022. However, the installation was not completed until April 2023. After the installation was complated, I discovered that the pool pump that was installed by **************** was defective and required replacement. **************** was informed and, after several requests, finally replaced the defective pool pump. After installation, I also discovered the hot tub also wasnt heating properly. It was taking several hours to minimally rise in temperature by even a few degrees. The owners manual for the heater indicated that the hot tub should be fully heated within approximately 20 minutes to the temperature designated on the hot tub heater. Moreover, I observed that the pool water level was going down overnight. However, during the pool installation, I was told by **************** that pools could experience evaporation and did not initially monitor the water levels closely. I contacted **************** about the hot tub heating issue. I called over and over about these heating issues with limited response. Each time contacted, it took multiple calls and emails to get a response. When **************** did come to address the hot tub heating issue, his proposed solution was to remove the hot tub component from the pool filtration system so that the water didnt filter from the hot tub to the pool filtration system. The hot tub had to be drained, refilled out my expense, and cleaned by hand. I had to pay for the replacement water and were told that this process would be required every two weeks, which I was not informed of at the time of signing the contract. In addition, when originally attempting to heat the hot tub, I used an entire tank of gas (estimated cost of $368) and it still wouldnt heat to the temperature it was set to. Therefore, Mr. ******* solution was not effective. I was also informed by **************** that the hot tub he installed would never get more than minimally hot unless I purchased a new hot tub cover, especially in winter months. Due to the ongoing hot tub heating issues and observance of rapid water leakage from the pool that began to escalate after Mr. ******* ineffective repair of the hot tub heating issue, I called a local pool repair company on an emergency basis to get a second opinion. It was discovered by the repair company that the hot tub was improperly plumbed by ****************. At the time of discovery of the improper plumbing, no work had been performed in the area or machinery used in the area aside from that performed and used by **************** during installation and his ineffective repair efforts. As part of the investigation performed by the pool repair company, they also tested multiple buried connection lines (i.e. for pressure, water, air) running from the pool and hot tub into the cement installed by the **************** around the pool. This investigation led to the discovery of a broken pipe that was buried in the dirt adjacent to the pool pump leading from the hot tub into the cement installed by ****************. At the time of discovery, the broken pipe was gushing water into the ground. Prior to the discovery, there had been no other work performed or machinery used in the area aside from that performed by ****************. The broken pipe was repaired and reburied by the pool repair company. This repair did not involve any jackhammering or removal or disruption of cement to effectuate the repair as the pipe was buried underground and not under the cement. The pool repair company indicated that it was their belief that it was impossible that **************** was unaware that the pipe was broken underground because it would have been very noticeable when the pipe was initially broken by the contractor when utilizing machinery in the area. These investigations and repairs were documented and itemized cost reports were prepared. **************** was informed of the repairs to the hot tub and broken pipe and responded, in writing per email, that he would reimburse me for the full costs of both the hot tub and pipe repair because both are under warranty per the installation contract. He has not provided any reimbursement at this time as required by the contract. After the repair company repaired the improper plumbing, the hot tub now heats to the temperature as designated on the hot tub heater. The pool repair company indicated that the issue was not due to the cover and that the hot tub should heat up to the temperature designated on the heater year-round despite the information provided by ****************. I was hopeful that the water leakage from the pool would be resolved after the repair of the broken pipe and improper hot tub plumbing. However, the pool continued to leak. We had to have the pool repair company back out a second time in order to perform more extensive investigations. These investigations required us to drain the pool so that they could be performed. At that time, it was discovered that the drains installed by **************** at the bottom of the pool had sunk down into the dirt and the liner was ripped around the drains. Raw dirt was exposed around the edges of the drains where the liner was ripped and improperly installed. Some of the drains were not even connected. At the time of these investigations, which were documented by the pool repair company step-by-step, no work had been completed or machinery used in the area aside from that performed by ****************. The pool repair company repaired the drains, connected them, filled the area in with concrete around drains, and reinstalled the liner so the raw edges would not be exposed. These repairs were documented step-by-step and itemized costs reports were provided. I had to pay the water bill to refill the pool after it was drained. The pool is eight feet deep, measuring 16 X 36 feet and it is an expensive and lengthy process to drain and refill it. I forwarded the itemized bill for these additional investigations and repairs to **************** and have received no response. I was informed by pool repair company that there may be additional problems with the initial installation performed by the original contractor that will need to be repaired and advised us to monitor the pool water levels. Upon daily monitoring, I have observed ongoing water leakage on a daily basis and the pool repair company is expected to come back a third time further investigate the issues. At this time, I expect full reimbursement from **************** for: 1) the hot tub and pool repairs; 2) full tank of gas that was expended; and 3) water expenses as the contract indicates that his work is under warranty. I also expect full reimbursement for additional repairs required to stop the pool water leakage and correct additional installation issues with both the pool and the hot tub so that they will begin to work properly. If not promptly received, I plan to file a law suit to seek reimbursement through the court system.

  

  Business response

  06/16/2023

  In response to the complaint from **************, we made several trips back to help ************* understand the spa, pumps, heater, and filter system. Because it is a spill over spa, there are a series of valves that have to be manipulated to make it work. It was originally plumbed in together as the mfg specifications. When he had difficulty with understanding it, we separated the two pumps and ordered a separate filter for the spa. In the meantime ************** found a local spa company to order a cover, since it was not included in the package. My understanding is that this company offered to put a filter on the spa side before the one I ordered came in. Any time they called with a question or need we tried to address it in a timely manner.

   As far as the length of time it took to build, the customer was informeed that starting a pool in winter was sometimes challenging and we experienced a very wet winter and one very cold time right after Christmas that made it impossible to finish some of the grading and concrete work. She has also accused me of overcharging her for the pool/spa project. It is my belief that our pricing for this size project is in line with what other pool builders charge in my area. I'm not sure that its even relevent since ************** called me multiple times over the previous year about building her a pool, in which time she could have shopped around to find a better price. 

  It is regrettable that the Sloops had issues they felt that they had to let someone else fix. I thought we had a very good working relationship and good communication. I don't believe I ever neglected to respond to them, untill I got the first invoice and I started to question myself as to why I should reimburse a "warranty repair" that we could have fixed.  And since I wasn't informed of those issues until someone else was fixing them, I didn't see what the issue really was, just a picture of someone doing a repair on the drain.

  The invoices have been reimbursed. I sent two checks to cover her expenses. 

      

  *********************

  Customer response

  11/07/2023

   
  I am rejecting this response because:

  I previously filed a complaint against DCR Enterprises, LLC and owner ********************* for faulty installation and construction of a pool and hot tub. Over the course of the past six months, additional leaks and plumbing issues were discovered by a pool repair company totaling $9,919.65 in additional repair costs due to the faulty installation by DRC Enterprises, LLC. I have attached a letter and copies of billing statements detailing the additional repairs. I am asking that these repair costs be reimbursed under the warranty clause of the installation and construction contract executed with ****************. If they are not reimbursed by November 5, 2023, I plan to initiate a court action. I have also been in contact with the state about the process for revoking ******************** general contracting license and plan to move forward with that process if the reimbursement is not made by November 5, 2023.   
  

  
  

  

  Business response

  11/07/2023

  There were additional repairs reported to me and an invoice attached so I settled the invoice and refunded ************* an additional $9919.00.

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