ComplaintsforEmerald Pools

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We entered into a contract with ***** ******** the owner of Emerald Pools on 2-9-21. Pool was "complete" X-XXXX We are unable to get a resolution to a design flaw that causes water to encroach on our home due to the poor pool deck drain design. The poor drainage floods our patio, ruining our furniture and will flood the home if unattended. The amount of water from our two story roof is carried through a roof gutter system with two 4x3 downspouts. At the time of design, I told Mr. ******** that this was a concern as the downspout closest to the house runs at 100% during a rainstorm. He ensured me that the small 1x4 deck drain could handle the water volume. First error on my part was trusting him. He was first alerted back in 2021 of the issue for which he made many excuses leaving me the homeowner to do the heavy lifting on problem solving. The issue has been looked at by my roofer, by a contractor and yet Mr. ******** refuses to use logic and math to understand that the drain he installed is insufficient. I am very concerned about the communication from Mr. ******** because he is very slow to respond and often gets other customer complaints confused with my own. When brought to his attention regarding issues we DO NOT have that he is speaking of, he does not respond. This information is just to paint the picture of the haphazard way in which Mr. ******** communicates. Also, due to reasons which are none of his concern, I have asked him to communicate directly with me and not my wife. He has taken this request as an opportunity to deflect. He has been giving 8 months of time and patience from us. If I do not reach out, he does not respond. I asked for a resolution in writing as this was clearly going nowhere. I was clear on my plan of action if he refused to stand behind his workmanship warranty and most importantly, his word. This clearly meant that It was probably time to file a complaint as well as consider legal action.

  Business response

  08/31/2022

  Business Response /* (1000, 7, 2022/07/06) */ To whom it may concern, This complaint is unfounded, and the issues this customer is experiencing were caused largely by his own actions that had nothing to do with our work. We have offered on various occasions to help the customer address these issues (even though they are not our responsibility), and the customer refuses to acknowledge that his actions are causing the drainage issues he identifies. Regards, ***** ******** Emerald Pools Consumer Response /* (3000, 9, 2022/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr ******** knows his deck design is inadequate for the amount of water that needs to be drained away from the house. He was told about the amount of water the gutter system displaces at the time he bid the job. Mr. ******** ensured us that the 1x4 deck drain was sufficient. Clearly we trusted he knew what he was talking about, we have since learned he didn't/doesn't. Simple math by any professional indicates his system is inadequate. In addition, numerous delays, subcontractors problems, quality issues, sloppy management of the site, no over sight of his revolving door of subcontractors were a nightmare to deal with. All we asked was for him to correct this issue which he refuses. It is clear from his communication with is that he has many customer complaints as he confused is several times with other's issues . Clearly he can not warrant his work as I assume he does not have the resources to do so. Mr. ******** is a stereotypical salesman, once he has your money, he turns on you.

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