ComplaintsforHeritage Pool Plastering, Inc.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Late summer of 2021, the pool company replastered my inground pool. I paid ********. I pd an extra ****** for white quartz finish.I noticed a hairline crack. I was advised this is a shrinkage crack and once the water is in it should shrink. Which it did. There were area's with the pavers that were cracked. ** agreed to fix them. Due to **vid things were delayed. Last summer while family was in town many many cracks were discovered in the plaster. I sent pictures to the **. They were to come out and investigate. A worker showed up one day wanting to fix the pavers. I had company still. They were to come back in Fall. They didn't. Finally they came out a few months ago telling me nothing was wrong. I asked them 3 times to file a claim with their Ins **. Finally owner came out. He seemed more interested in the algae. I advised him I left it there to show where the problems were. There are many cracks, and pitted areas that regular brushing and pool cleaner will not get. ***** said that he would only fix 6 cracks. He told me he would drain the pool 6 inches below the tile and fix those. When he gave me the proposal, he excluded the 6 inches below tile. He told me that standard industry is he is only responsible for cracks he can see standing from the deck. These are not shrinkage cracks. I have already been advised of concern that these cracks will continue to grow and cause water to get inside or behind. Owner wanted to come out during the excess heat warning to fix the cracks. I believe the damage was caused by not plastering early in the morning on hot days. I have documents and pictures. I have to scrub the walls everyday, which is not normal.

  Customer response

  08/28/2023

  Trust me this is how they treated me the entire time that I tried to resolve this matter with them. They would tell me they were going to show up but didnt. They were supposed to give me a proposal for repairs the next day but it took over two weeks. Doesnt surprise me. 

  

  Business response

  08/29/2023

  We were contracted to replaster the pool, remove the decking, install new tile and new coping stones.  The work was completed on 7-21-21, the customer sent a picture of a tiny crack in the plaster.  We responded this was a shrinkage crack and would go away once the pool was full, hydrated, and cured.  She contacted us around 8-5-22, said pool does not look right and there is a lot of algae and she can not keep clean, and the was a coping repair needed.  We sent our worker to repair the coping first, he was turned away at the time and not allowed to make repairs.  We scheduled again on, customer was not available until 6-12-23, the plaster ******* and tile setter both went at the same time.  The customer complained that she could not keep pool clean and there was algae all over, *****, the *******, asked about here water chemistry and she said that was not the problem.  At this time there was no chlorine in the pool.  He tried to explain that without proper chemistry there will be algae in the pool and problem will get worse.  ************ were asked to leave the property.  I reached out and said I would come out myself to try to help her since she was still unhappy, another visit was set for 7-10-23.  During visit she complained about the plaster was wrong because it had algae all over.  I pointed out that the plaster was not the problem for the algae and her water chemistry was improperly maintained.  I showed her that all the plastic surfaces in the pool, including the pool vacuum was green with algae growth.  The algae growth is so bad that in areas it is starting to leave stains on the plaster.  We inspected the entire pool and found approx **** tiny shrinkage cracks.  She wanted me to put on goggles and swim underwater to inspect the pool.  I told her industry standards state "plaster problems should be visible with the naked eye with the pool pump turned off and the water not moving."  This is how the inspection was done, via email we offered to repair the **** small cracks but let her know that the algae problem is unrelated to the pool plaster.  ***** also stated that she does not have a pool service weekly, she just calls someone if she needs help with something.  We told her regular maintenance would solve her problem.  She declined the offered repairs via email on 7-19-23.  Pictures available if needed.

  Customer response

  08/29/2023

  More Information.The repair man for the paver showed up at my house one day around 11:00 without notice. I was informed by the company that someone would be out to inspect the repairs. My out of town guests and I were getting ready to leave when we walked out and saw this man standing at my gate.  So let me correct the statement that I turned him away and not allowed to make repairs. I sent an email, stating that someone was supposed to come out and inspect the damage first. The company never did.
  This is true, the one crack, appeared to be a shrinkage crack, and it closed up. However, a year later, these other cracks are not shrinkage cracks.
  Not only could I not keep the algae off the wall but neither could the pool guy. First of all, there is always chlorine in the pool. I dont know why the company would make a false statement. They never even tested the water so how can they allege that I wasnt maintaining proper chemistry. The ******* asked me what they could do to make me happy. I replied replaster my pool. He said not a chance in h*** So I said fine were done.
  When the owner came out, he too never tested my water. I told him that I had left the algae as is to show him the problem areas. The pool cleaner could have been cleaned off, but I didnt. I explained to him that I have to scrub the walls and if I dont this is what it looks like. I left the algae on as I explained to him so he would know what it looked like if I dont scrub them. I took care of my other pool for 18 years before they replastered it. I never had a problem with algae. The problem is the brush and pool sweeper that I use every day cant get into the cracks and pitted areas. I tried to explain this to him and all he could focus on was the algae. I scrub the algae off and there are no stains other than where the vacuum hose goes because its pitted.
  The owner stated that if necessary he would go under water to inspect, which is what I had suggested previously. His ******* refused to.So when the owner came out and I asked if he needed my goggles he said he didnt need to go into the water. Well, this is what he had previously told me.
  There were more than **** cracks and all were not small. The owner told me that he would drain the pool and also repair cracks that were so many inches below the tile line. He said he would go back to the office and send a proposal the next day. Two weeks later I received his proposal that did not include cracks so many inches below the tile line. I also asked him, how he can agree to repair 6 cracks if there were say 15. Thats when he replied about the industry standard. Which makes no sense. If there is a crack that needs to be repaired it shouldnt matter where it is.
  Just because Im a woman doesnt mean I cant clean my pool.My pool is clean and it remains clean as long as I physically scrub the walls,which is unacceptable.
  I did not decline the offer to repair. We were in the middle of an excessive heat warning. This is why I believe I have issues with the plaster in the first place. You shouldnt work with cement or plaster during hot days. Which is what they did initially. They said they understood and I am to call them for a good time to come out.
  I have pictures also. ..

  Customer response

  08/29/2023

   
  Complaint: 20464948
  
  I am rejecting this response because:

  More Information. The repair man for the paver showed up at my house one day around 11:00 without notice. I was informed by the company that someone would be out to inspect the repairs. My out of town guests and I were getting ready to leave when we walked out and saw this man standing at my gate.  So let me correct the statement that I turned him away and not allowed to make repairs. I sent an email, stating that someone was supposed to come out and inspect the damage first. The company never did.
  This is true, the one crack, appeared to be a shrinkage crack, and it closed up. However, a year later, these other cracks are not shrinkage cracks.
  Not only could I not keep the algae off the wall but neither could the pool guy. First of all, there is always chlorine in the pool. I dont know why the company would make a false statement. They never even tested the water so how can they allege that I wasnt maintaining proper chemistry. The ******* asked me what they could do to make me happy. I replied replaster my pool. He said not a chance in h*** So I said fine were done.
  When the owner came out, he too never tested my water. I told him that I had left the algae as is to show him the problem areas. The pool cleaner could have been cleaned off, but I didnt. I explained to him that I have to scrub the walls and if I dont this is what it looks like. I left the algae on as I explained to him so he would know what it looked like if I dont scrub them. I took care of my other pool for 18 years before they replastered it. I never had a problem with algae. The problem is the brush and pool sweeper that I use every day cant get into the cracks and pitted areas. I tried to explain this to him and all he could focus on was the algae. I scrub the algae off and there are no stains other than where the vacuum hose goes because its pitted.
  The owner stated that if necessary he would go under water to inspect, which is what I had suggested previously. His ******* refused to. So when the owner came out and I asked if he needed my goggles he said he didnt need to go into the water. Well, this is what he had previously told me.
  There were more than **** cracks and all were not small. The owner told me that he would drain the pool and also repair cracks that were so many inches below the tile line. He said he would go back to the office and send a proposal the next day. Two weeks later I received his proposal that did not include cracks so many inches below the tile line. I also asked him, how he can agree to repair 6 cracks if there were say 15. Thats when he replied about the industry standard. Which makes no sense. If there is a crack that needs to be repaired it shouldnt matter where it is.
  Just because Im a woman doesnt mean I cant clean my pool. My pool is clean and it remains clean as long as I physically scrub the walls, which is unacceptable.
  I did not decline the offer to repair. We were in the middle of an excessive heat warning. This is why I believe I have issues with the plaster in the first place. You shouldnt work with cement or plaster during hot days. Which is what they did initially. They said they understood and I am to call them for a good time to come out.
  I have pictures also. ..
  
  Sincerely,
  
  ***********************

  

  Business response

  08/30/2023

  The customer complaints about the pool plaster causing algae is inaccurate.  Attached are pictures where the plastic steps in the wall and tile grout are covered with algae.  Algae growth is a function of improper water chemistry and ongoing maintenance.  The customer was given instructions on weekly maintenance, which included water chemistry and brushing.  Each time we have been to the job none of this has been done.  If the instructions were followed there would not algae all over the pool surfaces, plaster, tile, grout, pool vac.  The plastic steps and pool vac are both plastic yet there is algae all over them.  The reason we said there was no chlorine is customer stated she did not put any in the pool. Our worker did show up without notice to fix the one coping stone, only because the customer said to fix whenever we wanted.  We made the offer to fix **** small cracks, there were only **** that are visible.  We believe since the pool was drained for so long before the replastering that customer may have forgot the amount of work involved in taking care of a pool, again she told me she takes care of it herself and only has a pool guy when needed.  Our offer to fix the **** small cracks still stands. 

  Customer response

  08/30/2023

  Here are some pictures. The quality of plastering is horrible. Cracks and pitted areas does affect algae. I believe the first picture is after I have scrubbed the walls. I took care of my pool for 18 years after my husband passed. I still know how to clean a pool. I never told them I didnt have chlorine in the pool. If youre a respectful company you should always contact your customer and schedule an appointment. Besides, the company was supposed to come out and inspect the damage first but never did.

  Customer response

  08/30/2023

   
  Complaint: 20464948
  
  I am rejecting this response because:

  Here are some pictures. The quality of plastering is horrible. Cracks and pitted areas does affect algae. I believe the first picture is after I have scrubbed the walls. I took care of my pool for 18 years after my husband passed. I still know how to clean a pool. I never told them I didnt have chlorine in the pool. If youre a respectful company you should always contact your customer and schedule an appointment. Besides, the company was supposed to come out and inspect the damage first but never did.
  
  Sincerely,
  
  ***********************

  

  Business response

  08/30/2023

  Heritage Pool stands by our assessment that improper maintenance is the cause of the customers problems with algae growth and unrelated to the plaster.  Once again there is algae all over plastic steps, pool vac, and tile grout (pictures provided).  None of these surfaces are pool plaster, we would advise the customer to hire a full time service company to maintain the pool.  The other option is to follow the maintenance instructions provided,  Either of these options will get rid of the algae in the pool.  The pool was empty when we started work and empty for many years before we started, it had not been maintained in working order for awhile.

  Customer response

  08/30/2023

  This is how they left the skimmer. I had started to fill the pool. Went to put a new basket in. I started to clean it out but was so mad I took a picture of it and sent it to the company. They had me turn the water down so the guy could come out and clean it. 

  Customer response

  08/30/2023

  Here are more pictures. The first two are from yesterday and today. I swept and used the sweeper. Then I had to scrub the wall. So the second picture is after scrubbing it. The others are from last year. The last picture is from the day I started filling the pool and excited about it. When I asked another pool guy to look at the cracks he said to bad I didnt have pictures from day one. Today I just found the ones from when the pool began to fill. I didnt think anything was wrong until I noticed where the vacuum connector goes. This is exactly where Im having problems with algae. In the pool it looks pitted.

  Customer response

  08/31/2023

  What does the pool being empty for several years have anything to do with your faulty plaster job?

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