ComplaintsforC&G Gunite Pools

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  06/2021 Pentair (MFG) equipment Install. C&G stated it was commercial grade without disclosing limitations. Issues presented late Feb/Mar 2023 when the pump started drawing excessive electricity due to restarts from not being able to run as advertised. A Pro from the **** verified that it was not user error. MFG would not help because I did not have proof of purchase. 4/12/23 reached out to C&G requesting receipt to open a warranty claim. The owner entered claim and did not provide receipt 4/29 C&G stated that the repair company suggested replacing pump with a non SVRS or run the pump at higher speeds due to it being commercial grade. Several texts went on trying to determine a fix.5/6 I requested a pump swap & offered to pay labor since we were not getting the benefits of the pump and it costing us electricity. No response 5/28 asked for help and her response was that it was a holiday 5/30 She texted that she would get it taken care of by 05/31. The disagreement about the pump model to swap with began and our Pro advised her that it was not only about making things right for the customer, but that the right pump to install is one that is equal to the one that is currently installed. C&G agreed to the pump verbally & writing and later that day, started to ask her about other pumps opposite of what she already agreed to C&G keeps lying & deceiving like having a sub install a pump that was not what we agreed to on 06/09. Her husband later agreed to go buy the right one and come back. He left the incorrect one in place and we kept ours upon them returning. Today they brought the correct pump but it the lacked features that makes the pump equal to the original with the control pad. They did not install even though I okay'd to install and them with the control pad. Now I do not trust that they will come at any time they say. We keep losing personal&work time dealing with this. We will only accept pump model# ****** Intelliflo3 VSF ****************************

  Business response

  06/12/2023

  We built this pool two years ago. We still are trying to help the customer. I submitted all our conversation on text message and also the My pools keeper text ****. ******* has been contacted aslo. I will send over that to you it won't let me upload all the screen shots. But we have tried to install a new pump but each time we go the requirements she wants for the pump change and change. She also kept the original pump and has one on that does everything she wants and has a screen. The lowest your able to run apump is ****. My pe tair rep can also I tell you the pumps we tried to install can work woth her set up. If she get the one she wants she won't need the intelliconnect. She paid for the intelliconnect so we have to work with what she has already we can just put in one she wants whe. She didn't pay the upgrade but it's OK we are done arguing with her and **** because we have a real pentair rep behind d us and we know what we are doing there's so much more to this than she puts. Please send me a email to where I can share all the text that was between us since April 12th

  Customer response

  06/12/2023

  Complaint: 20170374
  
  I am rejecting this response because: The requirements for pump swap have not changed at all. We have a Intelliflo VS SVRS with a drive AND 8 speed programmable keypad. She agreed to a pump that would be equal to the system in place which was the Intelliflo VSVF which also has the drive and 8 speed programmable touch pad. That pump however only has a 1.8 hp vs the 3Hp that is in place. The pentair pro **** did state that should have sufficed and C&G did agree verbally and in the text screenshots supplied in this complaint. Instead, C&G deceptively and deliberately brought a different pump and attempted to make us accept. She reneged on the agreement. We asked the sub contractor she hired to stop the installation but it was already done by the time we came by because he did not even call us to let us know he entered the property. When she returned the second time with a version of the pump we said was okay, it was missing the drive and the keypad -which the manufacturer designed it with a touch screen by default. It is not an upgrade and there is no option for otherwise except for bluetooth with the PROBLEMATIC PENTAIR HOME *** which will not offer the same programming options . In regards to the Intelliconnect, I have attached the screenshots where she also acknowledges that Intelliconnect is a flawed system that is on it's way out by Pentair because the *** has issues. So you have admitted that I paid for something that you clearly state is problematic and expect me to accept the pump that is missing the manufacturer default keypad (touchscreen) that allows it to be manually programmed it to make it equal to my system. This default touch screen that must be purchased with the model # we supplied in the complaint. It is just by coincidence will take over the problematic intelliconnect that we paid for that neither you and your team could not even install correctly. I had to tell you how to wire it! Or did you conveniently forget that? As for correspondence about what her so called ******* Rep said, ******* is on record saying that they can not make that decision without being there. She can tell them whatever she wants to get an inaccurate recommendation or "okay". The bottom line of this complaint is that C&G agreed to swap the system for an apples to apples one and she is trying to get away with installing something else because per her texts to **** from My Pools Keeper LLC, she does not want me to "win". I don't want to win, I want what I was offered and agreed to. The Intelliflo VS VF as she told **** or the Intelliflo 3VS with the Touchpad and Relay board.
  All relevant screenshots attached. I am not using email to resolve this. I want this to be seen by everyone. 
  
  Regards,
  
  *********************

  Business response

  07/06/2023

  Here is what pentair sent me and as you can see the intelliflo i2 that is currently installed will have no problems communicating with the intelliconnect cent (automation). If I receive anything else I will send it to you. We as a company have tried to resolve this issue when in the beginning we didn't have too. We completed all the contract between the company and ***************. We never asked her to pay for anything. She has a brand new pump (intelliflo i2) that will work perfectly with her system. We have done all we can and the customer is not satisfied because the want a upgraded just released pump but it won't work with her original set up the intelliflo pro 3 with relays will not communicate with the intelliconnect.

  Customer response

  07/06/2023

  Complaint: 20170374
  
  I am rejecting this response because:
  

  This feels like a broken record but since there is a reading comprehension problem, here it is again. The premise of this complaint is that Maria and **** of C&G are having difficulty following through with what she promised her customer - the Intelliflo 3 vsf that when installed puts the entire set up at the same dollar value and equipment standards as what was installed at the supposed end of the contract. That includes the ability to physically touch the pump to make changes just as our other system did, which is model #******.  She also agreed to provide physical proof of purchase to keep the warranty from being misplaced or not registered as it transpired early on in this dispute. She did not even want to turn over proof of purchase on this so-called replacement that she is trying to force us to keep. 
  
  It is becoming unproductive and irrelevant for her to keep claiming that ******* has told her what is acceptable instead of admitting she lied and insists on trying to deceive her customer. Mind you from the conversations that have transpired, it appears ***** has filed a fraudulent warranty claim with Pentair which resulted in them sending out this Intelliflo i2 pump. The issue has never been a warranty claim. ***** I hope you realize all of this will be out for the entire world to see whether you get your way or not. ******* has already stated they would not be sending out a new pump. ******* had no reason to even send a pump, which we presume was due to her lying to them the same way she has lied to us and other credentialed pool professionals.
  
  As for stating that we as a customer want an upgrade,  that is completely false and a highly disrespectful accusation. The pump we requested is what satisfies the ongoing issues that we've been having not just with that pump but the intelliconnect as well. We are still having issues with the intelliconnect WITH the new pump they've installed.  There is an extensive email thread going on with Pentair regarding the issues at hand of which ***** has acknowledged in screenshots provided in earlier responses of this complaint. 
  
  Regarding the Marias attached 'documentation' from Pentair, the model numbers listed regarding "compatibility" do not coincide with any of the Intelliflo 3 vsf pumps that have been a part of any discussions which were 011075 (the last pump they attempted to install) and the ****** which we requested that she falsely claims is an upgrade. As well, we never asked for the Intelliflo Pro 3 either. Mind you, the pump we had costs way more than the pump we are asking for. We have provided the shopping carts to show that she is simply trying to cheat us as a customer in both features and value.
  
  Regarding the comment of "we have been resolving this issue when in the beginning we did not have to". This is not true. Per the Residential Construction Liability Act and the Deceptive Trade Practices Act (DTPA), unless C&G is interested in us filing suit and a formal complaint with the ***** Attorney General, they need to get this resolved in the manner that we agreed to and witnesses were involved in such agreement.  C&G knowingly plumbed the pool with 1-1/2 inch pipes and hooked it up to a 3 horse power pump that was oversized and inappropriate for the application. As well, they plumbed in a check valve that is required between the heater and the salt cell but the installation manual for the pump they initially installed advises against it.  They've known what they did was wrong without disclosing the potential ramifications of doing so. They have a legal obligation to come fix this as this is absolutely a breach of the contract they claim is satisfied and breach of warranty.
  
  Failing to resolve this manner after this response will result in the commencing of litigation practices which includes suing at minimum, for the cost of another pool professional selling and installing the pump that we agreed to (quote attached). 
  

  Regards,
  
  *********************

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is referencing the contract titled ****** final pro.pdf and dated March 29, 2022 (Agreement), C&G has conducted themselves in such a way that has breached this Agreement due to the following actions: ******* is the builder/ contractor for project and has not taken sole expense and responsibility to repair damages and is in breach of contract. I have communicated the damages to ***** multiple times beginning on May 6, 2022.b.***** has failed to provide an estimated finish date and is in breach of contract. Project has been at a standstill from June 9, 2022 to November 23, 2022 and again since February 12, 2023. There has not been any weather interruptions, material shortages, or outside limitations to halt contractor from progressing on the project. c.I have paid three out of four draws.d. I have tried to contact ***** and they have not returned my phone calls, voice mails, or text messages. I have provided sufficient time of 1-year for ***** to complete the project given the extreme duress caused by property damages, neighborhood complaints filed with CCPD, deviation from agreed layout, incorrect design specifications and materials used, poor drainage, and unleveled pool structure.

  Business response

  05/02/2023

  We have communicated with the owner ***************** after the date that he filed this. Afew thing do need to be fixed I have attached what we know has to be fixed. He has agreed to contact us a month from the date to have us go in and finalize everything because he will not be available.we have tried hard to work with the clients. 

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