ComplaintsforEmerald Custom Pools

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my pool refinished back in 2022, signed the paperwork on 9/21/21. After they refinished the pool, I was told that their would be a guy that would come and use start up chemicals that never showed up. I in turn had to start the pool because there was a freeze coming in. Also, they never reinstalled my vacuum cleaner in which ****** the sales guy told me they would have to do I had to do it. And another part in quality of their service was I superficially asked if they would haul off the old filter, which after 60 days they did, however they dumped all the sand in my yard in which it in returned killed my grass. A service that I paid for. Also, I had replaced my filter when they resurfaced my pool since in returned started to leak 6 months after the install. No one seemed to care. Finally I had started to reach out to them about a crack I noticed in December of 2022 and they had informed me that it was a hair line crack and not to worry about it. Well now with time it has gotten bigger, so they had sent someone out to look at it now they are saying that to pool some how has shifted after the work is out of warranty. How convenient for them having to not warranty an issue.

  Business response

  09/05/2023

  This customer hired Emerald Custom Pools to complete a remodel for the pool at their home. The customer purchased the home with the pool that was previously built. This customer estimates that the home and/or pool had been built for approximately ***** years prior to purchasing the home. For this reason, ECP was being hired to do a cosmetic remodel. The majority of the remodel involved application of a new pool finish/plaster. A new pool finish was installed and a significant crack has presented itself. When ECP was contacted about the crack, crews were sent to assess the situation. The findings were reported that the pool "structure" was most likely damaged, creating the crack in the plaster. The photos taken also show that the pool is out of level, which would support the report of a damaged structure. In the photos, it can be seen that the water level on one end of the pool is significantly different that that of the other side. Emerald Custom Pools did not build this pool and cannot warranty any damage created by a pre existing pool built by another builder. This is also addressed in the contract signed by this customer. It states the following, " Where buyer has work performed by others that is not provided for this contract... Emerald Custom pools does not warrant such work, and Emerald Custom Pools shall not be held liable for such work or for loss or damages, if any, which may result therfrom". The contract also states "Emerald Custom Pools shall in no event be liable for special or consequential damages...we warrant the gunite (if installed by Emerald) to be structurally sound and equal to,accepted trade practice."

  With regards to the other items listed (startup, chemicals, removal of filter, etc...), all contractual obligations were met and all items were addressed for this project. To our knowledge, this customer did not contact our office about any of these issues. Had our office been contacted, we would have addressed any outstanding issues at that time. This customer had direct contact with the project manager, or we could have been contacted by phone, text, or email at our main office which is open 5 days a week. We also have a store in which this customer could've walked into and have any issues addressed. None of the above happened that we are aware of.

  When this customer reached out to our company recently regarding this issue, and once an assessment was reported, this customer received a phone call from our service department manager as well as the general manager of our company. The customer was noticeably upset, understandably, but was unwilling to work with our company in efforts to remedy the situation. A third party inspection was offered to this customer, paid for by ECP, in an effort to address what the actual problem is that's causing the crack in the plaster. The customer has taken to slanderous comments in public forums despite our efforts and what we believe is a non Emerald related issue.

  In summary, it is the belief that this is an extremely unfair situation that this customer has accused our company of. The pool was not built by Emerald and the cracking is secondary to a structural problem that was not built by Emerald. To help put this in perspective, we can relate it to new paint on an old car. New paint can be applied, but if the frame of the car cracks or breaks, the paint is not expected to hold the car together, nor would the paint job be covered under warranty. This is what this customer's expectatoins are with regards to their pool finish. The other items listed are an attempt to slander our company because they are upset that their plaster is having issues, despite those issues not being the fault of ECP. When ECP reached out to this customer, we offered options for solutions to help them, but were met with resistance and an unwillingness to work through the problem. We believe this customer has no intention to fix the issue or even understand what is causing the issue in their backyard, which leads us to believe that no matter what we do or say, this customer's anger is only aimed and doing harm to our company's name.

  For any further insight, please contact us anytime and we would be happy to review the details, contracts, photos, and reports of this case.

  Customer response

  09/05/2023

  Complaint: 20548866
  
  I am rejecting this response because: I'm going to start this off by saying if you read any negative review this company absolutely takes no responsibility for anything.  Who knew a company could be perfect?  Also, while talking to ***** the General Manager he doesn't understand peoples Freedom of Speech as he threaten to press charges on slander as I have never done.  So lets get back to the issue, I did contact my sales representative many times no return calls or text.  Seems like the company is just after peoples money.  They finally sent someone to get the filter that they left in my back yard, however they sent one guy in which I over heard the ******* tell the guy just to pour the sand on the ground and let the home owner deal with it.  I'm pretty sure the sand contains silica dust which is a cancerous dust outlawed by the ***.  My guess is the next people I need to contact is the *** about getting my ground fixed.  I did contact the office about my start up chemicals and they had informed me that someone would be out to start the pool up however it was about to freeze and he never made it over, so I guess I wasted money there.  Since ECP has been out I've had 3 other pool companies come out and look at it, and they ALL had informed me that it's with an issue with the second drain that the company installed for no reason other then to get more money out of me.  I guess if need be I will continue this with the *** as I'm sure they would like to know about the hazard they left in my back yard, if they are doing it in my yard they are probably doing it in more.  Also, I do have video recording of this company dumping sand. 
  
  Regards,
  
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