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Consumer Complaints

BBB Accredited Business since 02/14/2000

Riverbend Sandler Pools

Phone: (972) 596-7393

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BBB began including the text of consumer complaints and business responses in BBB Business Reviews on 07/01/2013 for complaints filed on 01/01/2013 and thereafter. This includes all complaints that meet our reporting guidelines and that are filed electronically. We also report on the resolution of the complaint, as determined by BBB.

Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
05/21/2014Problems with Product / Service | Read Complaint Details
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Complaint
Paid Riverbend Sandler to install pool. Pool was paid in full in payments as they dictated and on time at time of invoicing. Plaster was applied. Looked good. Then they stained the surrounding coping/limestone. They power washed the limestone and it ruined the plaster. They re-plastered and new pool has streaks and dark globs. Yes, granite has some variations but not like this. It looks like an old pool plaster that has been globbed and streaked and patched. This is unacceptable for a lap pool of $43,000. Unable to get plaster corrected properly for nice looking pool. I either want it plastered to look nice (and not so dark - first plaster color was good - almost black now). Or I want my money back in full and I will hire another pool company to redo the pool completely (not just this potion). Contractor says they are finished (**** ********). Contactor has been less than responsive this entire project. I have to get ugly to get responses and that is not right. Sales rep no longer responds (**** *****). I am a single woman and have feel taken advantage of with a pool that was contacted in good faith and now is so ugly I am embarrassed to have people over. This should have been a positively, exciting event as I saved for a very long time for this pool.
Account_Number: Job XXXXXX

Desired Settlement
Re-plaster not quite so dark (like first stain) and without streaks and globs. To look like a new, nice pool or total refund of money to hire a new pool company.

Business Response
I spoke with Ms. ****** on the phone. We have agreed to replaster the pool the week of 3/17 at no charge. We will keep her updated on exact date. We have also explained to Ms. ****** that she needs to landscape the area around her pool to keep debris from blowing into the newly plastered pool and to keep the dirt off the coping. We are not responsible for any dirt getting on the stone coping or plaster after we replaster the pool due to the area not being landscaped.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Spoke with ****** and it is impossible to landscape at this time due to the type plants not available yet. She said that they would cover the limestone. They will be responsible as I paid them for the stone coping and limestone as part of this job. I will not drop complaint until I see their completed work.

Consumer Response
I am pleased to let you know that Riverbend Sandler has successfully re-plastered my pool and made everything right. All looks beautiful. I did not work with my original contractor but directly with Management, the plaster person and the maintenance manager and they were all wonderful. I will refer Riverbend in the future (not that contractor but use another one there). The organization went to great lengths to make everything beautiful and right.

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Swimming Pool Service & Repair

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.