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BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Paradise Pool Plastering meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Paradise Pool Plastering include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 3 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Limited Liability Company (LLC)
Business ManagementBrendan Norris, Partner Mr. Mark Norris, Owner
Swimming Pool Contractors, Dealers, Design Swimming Pool Service & Repair Plaster Plastering Contractors
Alternate Business NamesParadise Plastering, L.L.C.
Industry TipsTips for avoiding a pool construction nightmare
Austin, TX 78728 Directions
PO Box 340316
Lakeway, TX 78734 (512) 925-8418
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Read Complaint Details
Complaint: In May of 2012 I contracted with **** ****** of Paradise Pool Plastering to re plaster my pool. Mr. ****** used a product called QuartzScapes, which is manufactured by ***. ****** stated that the product was much better than regular plaster and would hold up for much longer. I choose a color called Aruba Sky, a fairly dark blue color. Mr. ****** went on to say, that as an approved builder, he could offer a “lifetime warranty” on the product. Upon completion of the job, the pool was filled with water and at that time I pointed out to ****** that there were some areas of white splotches in the pool, some of which were very heavy on one side. ****** stated that it was normal “creaming” and would bush out over the next week or so. The following day, ******’ son came to the house and did the “start-up” on the pool, adding the needed chemicals. After weeks of daily brushing, the splotches would not come out or fade at all. My wife and I began calling ****** repeatedly for the next few months, leaving messages about the situation. ****** would not call back, or always had an excuse as to why he could not make it by to look at the pool. Later we found that calls to ****** were always met with his voice mail, which was always full and no new messages could be left. Calls to the main business line met with the same messages. In April of 2014, after repeated calls to ****** and to his son, we were finally contacted by ******* ******, who came by to look at our pool. We pointed out the blotches and also the fact that the pool color seemed much lighter than we had originally seen it. Later we were contacted by **** ****** who stated that he had called the manufacturer, ***, and they suggested he do an acid wash, which should remove the blotches and bring the color back. ******’ crew came to the house and did two acid washes, which took them only about 20 minutes. Afterwards, the pool looked even worse. The blotches remained and only a few areas of the pool seem to have gotten darker, mostly in streaks. On 4/21/14 ****** stated that he would have someone from *** come to the house to look at the pool and that he would be by that date as well. ****** never showed up and has not returned calls since. On 4/23/14 *** ***** with ******** and ***** ****** with ******** **** ******** *** ( both vendors with ***) came to the house and looked at the pool. Both agreed that the pool color was not correct and did not appear to be Aruba Sky. ***** asked about water test record and took a sample of my water from the hose. ***** repeatedly talked about water chemistry and I advised that the splotches would have nothing to do with the water as they were present at the time the pool was first filled. I advised him that I would gather my records of water testing results. Neither ***** nor ****** contacted me unless I initiated the contact. ***** requested photos and water test results. I provided a copy of my contract which stated that there was a “Lifetime Warranty through ***.” I pointed out that there were no stipulations in the contract and no mention of water testing. I advised that when ****** told us about the warranty, I had to ask about terms and he stated only that the water should be tested “regularly”. On 5/7/14, after getting no feedback from *****, ****** or ******, I sent an e-mail giving them two weeks to take care of the issue. On 5/13/14 I received a letter from *** dated 5/8/14 stating that they could not honor the warranty because: 1. I had not filled out a warranty registration within 30 days. (We were never given any type of form to complete or return to anyone.) 2. ****** was no longer an Approved Applicator for *** as of 1/1/14 and he could only supply a 10 year warranty. 3. *** stated that the water chemistry documentation showed the chlorine level was too high and would have bleached the pigment. ( My chlorine level was actually low most of the time, not high. In 2013 I replaced some of my equipment to get my chlorine levels up. The supplied records showed this. The only time it was over the recommended level was after shocking the pool as recommended.) To date, **** ****** has not returned calls, failed to show up to see the pool and has in fact never seen the pool since the day it was finished.
Desired Settlement: My pool should be re plastered or repaired to acceptable color and finish or compensation given to that I can have a reputable company do the repair.
Paradise Pool Plastering (PPP) is now and always has been certified by *** to offer a limited lifetime warranty for their products.
We had the product manufacture rep come out hoping that this would be covered under warranty. Upon the manufacture analyzing the material they determined that any and all damage was due to chemical abuse. The homeowner was required to keep records of his chemicals from day one.
Upon review of minimal records, the manufacture was left no choice but to void the warranty.
Paradise Pool Plastering cannot be held responsible when the manufactorer voids the warranty.
For everybody reading this review it is imperative that you document your water chemistry for your warranty to be active. This product is the best product in the world when maintained correctly.
Please see the attached contract that we use for all pools. Please take at the second page that goes over disclosed color variations. I have put them in bold for you.
First of all, the invoice you have sent is not the same as the one that was given to us when our pool was worked on. It is a single page with nothing to which you speak.
Secondly, and most important. Every response I get has to do with water quality and chemistry. Please, Please , Please reread my letters and see that I keep stating the same thing....the blotches in the pool have been there since day one!!! Water chemistry has nothing to do with this. The blotches were there before the water was even put in the pool. **** ****** looked at it on that same day and flat out lied, stating that it was "creaming" that would brush out. This is not what it was. Again, water chemistry has nothing to do with it. Please stop dodging this complaint by using that too convenient excuse.
The bottom line here is that **** ****** and his crew did a poor job of applying the quartz product and left blotches in the pool where the product was not correctly mixed.
I am attaching some of the photos I have of the discoloration or splotches in the pool. Again, these are ****s that were present on the first day. **** ****** told me that they were simply "creaming" that would brush out. They are not. I am also attaching some photos of the acid wash that he did. This was supposed to even out the splotches and darken the color. All it did was make the finish worse.
I will send you a copy of the invoice or receipt that ****** gave us upon completion. I have it on my computer at home and will send it later tonight. As you will see, it is not the same as the invoice he is using now. I find it funny that his new invoice addresses this same issue about splotches and color fade, basically saying that there is no guarantee that you will get what you ordered or that it will look good.
These are some of the photos that show the white blotches. They are in several areas but particularly bad on one end.
Again, the manufactures rep went out to the job. For any work to be under warranty, no matter the issue, all costumers must maintain a chemical record.
The photos underwater seem to be of the pool before the acid wash was done. The pictures with no water in the pool are after the acid wash was done.
Its odd that the homeowner recalls that they are suppose to document water chemistry a minimum of once per month. However, they do not recall the conversation that the color may vary and be uneven.
Due to this selective memory as some home owners seem to have when information is given to them verbally. We ensure that every customer who gets a quartzscapes material also gets this warranty document attached.
Problems with Product/Service
Read Complaint Details
Complaint: Paradise Pool did a re-plastering of my pool in February 2012. By January of 2013 there were yellow areas appearing on the bottom of the pool so I attempted to treat them as I would a chemical imbalance but by May asked Aqua Logistics to check it out and he informed me that it was rust from the rebar in the plaster coming through. I have tried repeatedly to contact Paradise Pool and for about 2 months the voice mail box was reporting "full". When I finally got a person in July I have left several messages to talk to the ********* **** ****** and have sent emails in August and September but to no avail. I tried to add a comment on Yelp to get their attention but see that they have pulled themselves off Yelp and now I know why. I need to get this situation repaired and am extremely dissatisfied with the lack of response and disregard for clients once the company has finished the job. Obviously they do not care.
Desired Settlement: Fix the plaster job.
Met with the home owner and was able to show her that it is organic staining and not rust. We explained to the home owner that for it to have been rust, it would have had to bleed through 6" of gunite, bondcote and a new layer of plaster and would of been a pre-existing condition. Of which, pre-existing conditions are not covered under warranty. We showed her
|10/15/2012||Problems with Product/Service|