Business ProfileforBurketts Pool Plastering Inc.

hired Burketts in July 23. our project began in Aug23. originally hired because our pool wasnt holding ********** were having to add water more than you should. also had a pretty good size crack that was developing overtime. The salesman came to give a quote. Assuming it was the crack that was causing the leak we paid for crack repair, new ***************** After time we started to notice that the water was lowering. we called Burketts &explained this to them. They had a diver come out and test the pool to find the leak. The diver told us that the leak was coming from the returns. So the diver capped off all of the returns, and detached the sweep and capped that off as well. Told us to wait for Burketts to contact us to have a professional leak detection company come out to pinpoint exactly what return was leaking. That took an entire week to hear from anyone. We had to reach out multiple times to get an answer. Then we were sent a DocuSign agreement to sign saying that professional leak detection needed to be done. That if its found to be a pre existing pool issue that Burketts is not responsible for paying that it would then be our fault and we would need to pay. ANOTHER week passes with no communication and we had to reach out again to see what the update was, they said it would be another 4-5 days before ************************** came out. So they finally come & pin point one of the returns as the problem. And let me also add, the whole time we have been waiting, while all of the returns are capped off, the pool is STILL losing water. So if the return is leaking, and it is capped off to prevent further leaking, why is the pool STILL not holding water? So another almost week passes and we had to reach out AGAIN with no communication. The lady told me that they would be in touch that day, that they were working on a bid. So about an hour later I got another DocuSign for $1945. Saying the leak was determined to be a pre existing problem, that the $1945 was for the repair of the leak. Nobody called to explain anything to us, just a bill for almost $2k with no call. When ************************** was here I specifically asked him in his experience is this a problem that was caused by remodel or if it was a pre existing problem. He told me that they wouldnt know until it was dug out and inspected further. But then when I talked to Burketts it was instantly our ************** knew exactly where the leak was coming from. So I emailed the customer service rep ***** Expressing my frustrations about the situation & asked her to put me in touch with whoever a boss was, someone high up because no one else was willing to help me. So I received an email from a Construction Manager ***********************. Not a phone call. But an email, not apologizing for the way this has been handled but basically Im sorry you feel this way about this situation. he told me that I need to remember that all they did was remodel our pool. That they didnt build my pool so the leak was not their problem. he just kept repeating himself in the email that I need to remember they didnt build my pool. He also stated in the email that he took off $500 off the repair price which how am I supposed to know. It just had a flat rate of how much the repairs cost. he says he wishes he could give me a better answer but that I need to remember they didnt build my poolWHY werent the correct leak detection measures taken back in before the remodel started? Why did the salesman assume that the pool was leaking from the crack? What if it WASNT the crack that was leaking all along and I just spent $20k for something we may have not really needed? also at the end of the remodel why wasnt everything tested to make sure that everything was good & the pool was holding water?! Im just expected to sign this work order and pay ANOTHER $2k?Im not sure why Im unable to talk to anyone higher above this ***********************. Is he the big boss? Wheres the owner?