White Sands completed an egregious, incompetent tile installation job on our pool and the owner is not taking any responsibility or dealing with it.
We contracted with White Sands to renovate our pool on 02/03/2015 which was to include a pebble surface, new tile installation and a wall built in place of glass block. It should be noted that we did all of our homework, checked out several companies thoroughly, including checking licenses reviews and their BBB ratings and complaints. Though White Sands had a few complaints, we know that you can't please everyone, their rating was still A+, and they appeared to respond to and resolve the past complaints. They also were recommended by the local pool tile supplier and the decking company. Work began as stated on 03/05/2015. It is now 04/14/2015 and our pool is still sitting devoid of surface, damaged in several areas by contractor negligence and the only thing completed is an egregious, improper tile job. We have had a couple of professional opinions of the work done as well which confirm the improper, incompetent installation. During this ordeal, phone calls nor emails have been returned many times at their whim as they already have our money. Workers have arrived sporadically for an hour here or there thru most of this in an effort, we feel, to show us their disdain and our lack of importance to them as they have bigger, more important jobs to concern themselves with. They subcontracted out our tile work (though they claim otherwise and state otherwise in their advertisement) which began with problems on day one due to improper techniques being employed to cut/ space tile and starting at the wrong place. The wall was also never prepped, mudded and leveled. After a near week of denial and disregard by White Sands management, the work being done became so shoddy that the project supervisor came out to the site for the second time and had to acknowledge that the tile was not being installed properly and ordered the worst portion be redone. This is not done as the subcontractor seemingly takes offense and walks off the job. Mind you, White Sands is still insisting that this is a company employee and not a subcontractor. After days of no one showing up or calling, we call them and they attempt to send the same tile installer back out again. We disagree to this and after being put thru another waiting game, a different tile person is sent. It should be noted that during this and all contact, the company and its representatives make it painfully clear that they are unconcerned and dismissive about the turmoil they are causing in our lives. All but one, the second tile installer who was very nice and apologetic about our experience thus far. In the end, this installer delivers a final product rife with problems and shoddy workmanship since, by his own admission, he simply tries to "patch" the most egregious of the first installation. Though we make our displeasure known to him, he continued to be respectful and polite to the end. A request is made to see the owner in person for the second time who appears barely announced four days later. The owner at this point arrives to state that the tile installation is just fine for a remodel in his professional opinion and insists that it is normal for tile to be jutting out past a cantilevered deck, for tile not to be level anywhere, and for the wall they constructed with different widths on either side to be leveled out by adding more than an inch of extra grout behind tiles to attempt to make up the difference amongst other issues. Mr. Liljenquist , the owner, stated that we were just awful people, could not be satisfied and that his solution was to deduct his expenses from our deposit and terminate our contract. The owner was advised of our intention to seek equitable resolution through all agencies applicable and advised us to go ahead and file what ever we wanted as he is sure it is our intent to try and ruin his good reputation and impede him from being able to feed his family.This meeting took place on April 06, 2015 and no contact has been made from or to White Sands since then.
We want a refund of monies paid and for White Sands to take financial responsibility for repairs needed to correct the damage to the deck, damaged/ missing fixtures, the repair of the deep gouges made in our concrete pool shell by their workers and equipment. The extent of the cost of having the extra layers of mortar material ground off behind the tiles and in the fountain where concrete was left to dry as they constructed the wall and failed to remove extra gobs of material before it dried is unknown. Our pool light, jets and fountains worked prior to their arrival and, should those items not work properly after their handling or leaving them sitting out not functioning for the last forty plus days, we feel that White Sands is responsible and should bare any added expense beyond the $7150.00 of returning our pool to the state it should have been in if they had done the job properly and in reasonable time. As a result of their actions, even if they gave us back our deposit, we would need to start from scratch with contracting another company and cannot know how long it would take to get started and in the interim our pool sits empty and compromised. We are not willing to let White Sands off the hook for liability for our pool structure and any undue, added costs that may be incurred due to their incompetence, disregard, arrogance and egregious workmanship and customer service. This ordeal has taken over our lives emotionally, psychologically, physically and financially and sickens us to know that most of it was done at their arrogant, self inflated whim as they appear to be too well established to be bothered with our plight. They have no appreciation for the sleep lost, the tears shed, the worry and fright induced by their actions or the sadness imposed on our 5 year old child who suffers from seasonal allergies so badly that his only outdoor activity he can engage in at this time of year is swimming in the screen enclosed pool that sat empty thru spring break and beyond while he sits inside for fear of the safety hazard presented by the pool being drained all this time. They have wrought despair on our whole household and every aspect of our lives as we have been immobile by not knowing when or if work would be done, waiting for return calls that don't come, being maligned by the owner in person for respectfully stating our position and discontent with what is, no less than, incompetent work and then continuing the arrogant stance of deciding to ignore our existence and simply wait us out with no correspondence since the owner's declaration more than a week ago. White Sands owner has made it clear that filing this kind of complaint is of no consequence to his bottom line as he taunted us to file whatever we wanted, and though that may be the case, we feel compelled to do all we can to be remedied. From our research, most consumers are very happy with the work done for them by White Sands which is why we decided to contract with them and we don't doubt that others after us will be content as well. But because we rely on honest, objective reviews and substantiated information to make most of our decisions, we must recount our experience.
I am ***** ***********, one of the owners of White Sands Pool Plastering. We contracted with the ********'s to remodel their pool.
We began with draining the pool, removing existing tile and prepping the interior of the pool to receive the new tile and new interior finish. This cost is approximately $850 for a typical pool prep. This work is complete.
We installed tile to the perimeter of the pool and fountain and received a call from the ********'s stating that it was done improperly. I inspected the tile job and saw their concerns. On a remodel job, there are always imperfections that are common because of previous deck elevations set and pool shells are hand shaped which make walls and corners imperfect. Industry standards usually apply and are accepted. The ********'s were very displeased with this first attempt and wanted the tile removed and replaced. We had another tile installer replace the tile and we received a call from the ********'s asking me to come inspect the tile job. I went and inspected the tile job again and found it to be what I felt was within industry standards for a remodel. I felt that the expectations of the ********'s were unrealistic and that my company would not be able to satisfy them.
We received a deposit from them of which all monies have been returned.
We wish them all the best, along with the new contractor who inherits this job.
We wish that we had gotten to meet and deal with the Kevin Liljenquist who wrote this response and that the response were an accurate representation of the events as they actually took place. Mr. Liljenquist failed to mention that he failed to contact us following this complaint and that he decided to send us a check for $2500.00 of our $3575.00 which we received on 04/24/2015 with no explanation whatsoever. We were aware that this was another way to say, "You are nothing. I don't need to explain myself to you or acknowledge your existence." As the complaints got underway, it became clear that state agency intervention caused White Sands to have a change of heart and return the remaining $1075.00 that was being mailed on the same day that the BBB response was filed by Mr. Liljenquist. So did we get our deposit back? Yes. Did Mr. Liljenquist return it because it was the right thing to do as an upstanding businessman? No. Did the deposit get returned under duress to avoid impending substantiations of bad and fraudulent business practices? Yes. So, good luck to Mr. Liljenquist and his sense of self and to the next small time homeowner who contracts with White Sands for a pool renovation that includes tile installation and wall construction.