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Northwest Pools & Pool Plastering

Phone: (530) 246-1494 622 N Market St, Redding, CA 96003 View Additional Email Addresses http://www.northwestpoolplastering.com/

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BBB Accreditation

This business is not BBB accredited.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for Northwest Pools & Pool Plastering include:

  • 1 complaint filed against business that was not resolved

Factors that raised the rating for Northwest Pools & Pool Plastering include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Northwest Pools & Pool Plastering
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: June 14, 1995 Business started: 01/01/1986 Business started locally: 01/01/1986 Business incorporated: 09/13/2000 in CA
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Contractor's State License Board
9821 Business Park Drive, Sacramento CA 95827
http://www.cslb.ca.gov/
Phone Number: (800) 321-2752

Type of Entity

Corporation

Business Management
Mr. Larry Back, President
Contact Information
Principal: Mr. Larry Back, President
Business Category

Swimming Pool Contractors, Dealers, Design

Alternate Business Names
River City Pools and Pool Plastering Inc.
Products & Services

Northwest Pools & Pool Plastering specializes in pool renovation; re-surfacing and all types of pool remodel needs.

Industry Tips
Building a Swimming Pool Tips Hiring a Contractor in California: Essential Tips

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    622 N Market St

    Redding, CA 96003

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Complaint Detail(s)

5/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Owner used high pressure to sale their pool service. 3 week job took over 5 months. workmanship is horrible and plaster finish is stained and cracked Salesman and owner ****** used high pressure to sale the service of tearing out old plaster,retiling and replastering our pool. They started in Nov. 2011. ***** the work boss was here for most of the work. They first removed 50% of old plaster and put down bond coat and did tile work. The tile work was beginner at best. We had them redo tile by spa 3-4 times and tile on steps 4 times. The weather forced about 2 week delay.After the delay I checked old plaster and bond coat, it was cracking and lifting everywhere and the tile on the steps was falling off. We kept having ***** come out and trying to fix things. The workmanship was HORRIBLE. He told us this was how things went and it would be OK after the plaster was installed. In late Feruary and After many calls, ****** came out and looked at the workmanship and told us the work was unacceptable. He told ***** to rip out all the bond coat and remaining plaster and that he would set the tile on the steps that the other workers could not get right.In late March After more delay and phone calls from us, ****** reset tile and had the workers use a different type of bond coat on the bottom of pool and pool sidewalls.Things were looking better but we still wern't happy and had concerns. We kept being told not to worry and everything will be ok after the plastering process. One concern was we used dark tile and grout and were wondering if the white plaster would stick to the dark grout. We were told numerous times no. Again after many calls wondering when they were going to finish our pool, they kept telling us they had other jobs in front of us because of their own delays from poor workmanship on our pool. So at this time, May, our 3 week job is now about 6 months. We had been making our progress payments including some extras for turtle tiles. During the process of the bond coating they glued pvc pipes into the pipes in the pool that let water in and out for the filters and circulation. So the day comes for the plastering process. The bond coating that they used was a really dark color. We asked ****** if the bond coating would bleed thru the white plaster. He reassured us that it would not. They plastered the pool and they told us this would be the best pool thay did in a long time. We kept believing them.They cut off the pvc pipes they put in and you could see the blue glue that they used. We asked about it and they told us they would take care of it after they pool start up was done. They had a pool maintanence co. do the startup. WE FOLLOWED ALL THE INSTRUCTIONS. After the pool startup we could dark spots through the plaster. ****** said those were good, that it meant the plaster was good and the darkness would go away. We paid another $751 toward the remaining balance when we really started to notice even more poor workmanship. The plaster has cracks. The plaster has dark staining throughout. There are trowel marks by all the steps. There are areas where it appears the plaster wasnt even smoothed out. Tiles on the steps are either crooked or almost covered in plaster. The tiles at the water line are caked in with plaster. Most of the dark grout has a layer of white plaster on it. The blue glue in the pipes is showing. In the spa area there are 3 ventilation hole right above the water line that they covered with tile. They should have cut the holes out. We have picture of this stuff. We contacted them several times. They sent ***** out, who did alot of the bad tile work, and he doesnt do anything but try and make us look stupid and made a bigger mess. He made the blue glue pvc pipe problem worse, by pulling a chuck of plaster off. We want ****** to come to our house and address the problems, but we were told by the office that he would not come out. We called 2 pool contractors to look at the problems and they both said the work was unacceptable. They said to fix the problems would be starting over. ****** promised us that our pool would look awesome. It looks worse than before.

Desired Settlement: We have taken pictures of all thes problems. We paid them over $7500. We still owe Northwest approx. $2300 that we do not beleive we should pay.We want them to Refund our money we paid them so we can have our pool done properly by another pool contractor. This has cost us alot of money and Our pool looks worse than when we had Northwest over to fix it. This has been a horrible experience.

Business Response: Business' Initial Response
The complaint lodged by ****** ******** on 11/6/12 regarding his experience with Northwest Pools is not an accurate portrayal of Northwest Pools or the circumstances that surrounded their pool resurfacing process. Although we are saddened by the ********'s disappointment, it is important that the facts be stated in regards to their project. During the bid process the ********'s requested we return several times to re-discuss the pricing they were given. From the initial bid over four months went by before the ********'s signed a contract going with Northwest Pools. No "high pressure sales" was used. After the initial bid Northwest Pools did not contact the ********'s, and only returned to their house at their request, after being contacted by them. There were delays in the ********'s resurfacing process for several reasons as listed below. (1) Weather Because of the winter months the ********'s were informed that their project may be delayed due to intermittent weather. This was also outlined in their contract. There were over 30 days of rain during their project time clearly delaying their completion date. (2) The ******** requested delays on at least two different occasions during their project. (a)The ********'s delayed their project from starting on the projected start day because their electrician had not completed some work that would be necessary for us to start our work. During these first few weeks our office made regular, documented, phone calls to the ********'s attempting to start the project. Most of these calls were not returned, leaving Northwest Pools waiting until the ********'s were ready for us to commence the project. (b) The ********'s requested a delay so they could go on vacation for several weeks to mid way through the project. We honored their request. (3) During the project the ********'s would periodically call our office stating they had concerns. Each time an owner (either ****** ****** or ****** ******) of Northwest Pools would respond to address their concerns with in one week of their contacting us. On several occasions when we would come to their house to address their concerns they would turn us away and tell us to come ****** another time. Our office would try to contact them after they had done this and they would not return our calls, sometimes for more than a couple weeks. NOTE: Most concerns brought to us by the ********'s were a matter of taste or personal opinion, not actual workmanship. Each time, to provide excellent customer service, we made any changes they requested in a timely fashion. At no time did we delay the project or charge the customer extra, even though their requests at times were over the top and of great cost to as. The finished project at the ******** home met and exceeded all trade standards as well as all of our contractual agreement. We also met all standards set by the National Plaster's Council and the State of California. There is no plaster covering their tile and grout. Per the ********'s request, Northwest Pools owner ****** ****** personally inspected their job site in July 10, 2012 when they stated they had more concerns. Since that date Northwest Pools has repeatedly tried to contact them, but we have not received any return calls. We have also gone to their home to address their concerns but each time we were sent away because they were using their pool and did not want us to do anything at that time. To date all our calls go unreturned and we have not received payment for their project. Northwest Pools & Pool Plastering

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) Northwest keeps making claims that they are trying to visit our house, the jobsite, or trying to contact us. These are complete lies. They have never called and left a message or knocked on our door. Someone is almost always home. If for some miracle they did come to our home when we weren't home they never left any kind of calling card. The Reason We Are Going Through The BBB, Is because of the Poor Workmanship and The Fact That They Haven't Tried To Contact Us And Fix All The Problems. If they weren't lying and had been trying to contact us and fix the problems, I'm sure that they would have accepted Arbitration. Its funny how NW Pools want to hire their own so called expert to come to our house and tell us what is O.K. and what is not. When you pay someone, they are going to be on your side. We have had 2 other pool companies look at the pool and tell us what need to be done to make it look correct. We did not say who did work on our pool or what they did. They said it was Poor Workmanship. ****** when all the problems started happening. We were talking to Donnelle in the office. She can tell you that we kept calling and calling trying to get a response from either ****** or ******. She told us many many times she was sorry that they would not call us ****** and she didn't know when they would. We also talked with Christy many time about the same things too. When the pool was supposedly finished and we were calling about the problems and wanting ******, who made all the promises, to come over. He wouldn't and didn't. ****** finally came over and wanted to address the blue glue around the 3 water return holes and the excess pebble fina plaster inside the holes blocking the water from returning to pool from filter. All he did was reach into pool and break off a chunk of the pebble fina and actually left if in the pool on one of the steps. We started telling him that about the 3 tiles in the Jacuzzi, that they tiled over the air bubble holes. After he repeatedly said we didn't know what we were talking about and the holes we were talking about were in our bushes. This is when we really started questioning his pool building knowledge. He finally said we might be right he wanted to drill through the tiles with the water in pool at its normal level. After watching him drop the pebble fina chunk in pool, we knew he would make a huge mess. We asked him if they could come ****** after the swimming season so we could atleast use the pool with our Foster kids and Grand kids, since it was already July and the pool was suppose to be done months earlier. At this time XX-XX-XXXX we gave ****** a list with all the problems with their workmanship and signed it in front of him. We asked him to sign but he refused. He said and I quote, "I will have to talk to ****** and see what he wants to do, and this may take a few weeks or even a month". We have NEVER Ever been contacted by them again. We tried calling a few time and Never Ever heard ******. This is when we knew we would have to go through the BBB. Now ****** to the list we gave ****** on X-XX-XXXX and what we have listed in most of the responses through this BB complaint #XXXXXXX, but NW Pools wants us to do it AGAIN. Here we go: (1) Stains and trowel marks in the Pebble Fina Plaster. The stains maybe from being from the second time they ripped out all the old plaster, they used a dark bond coating and appears to be bleeding through. (2) When fixing the Pebble Fina they can fix the steps and return them to being straight and symmetrical. (3) When fixing the Pebble Fina they can fix the water leveling hole that they insisted doing and make it look nice, it looks very bad. (4) When fixing the Pebble Fina they can fix the 3 water return holes. They have excess Pebble Fina in them and blue pvc glue showing on all 3. (5) When fixing the Pebble Fina, MAYBE some issues with the tile on step can be addressed. The Pebble Fina is covering some of the tile work and excess blotched in corners and on tile. (6) When fixing Pebble Fina they can make it smooth like ****** Promised with no blotchy looking areas that are rough to the touch and eye. (7) Fix the 3 holes missing in the tiles in Jacuzzi for the air bubbles. (8) Fix crooked tiles on steps and seats. (9) Fix the missing tiles in the 2 skimmers, that ****** said they would put in and never did. (10) ****** said the would fix the tiles by where the jaquzzi and pool meet. There are some really bad cuts and uneven looking tiles. (11) There are approx. 10 tile that sound hollow and when talking to tile expert means ther isn't enough adhesive behind tile and could fall off into pool. (12) After removing old plaster, tile and bond coat. Then removing the 1st layer of bond coat they used, they didn't properly clean off the debris and debris dust and the silicone they put in between pool deck and tile is falling off in spots into pool. Needs to be done correctly. (13) We had NW Pools use a tobacco brown grout between tiles and ****** said they would cover it before putting in the Pebble Fina plaster. They didn't. They white Pebble Fina got all over the grout turning it a lighter color. We have scrubbed it and scrubbed it and it all won't come off. Needs to be dealt with correctly. (14) When and if they do come over to correctly finish the pool, they need to do proper clean up. They dumped old plaster in our rose bushes and the filters in the pool pump were full of plaster chunks. We are probably lucky we haven't need a new pool pump. If they do ever actually show up to do their so called evaluation, both myself and my wife will have to be at the house. Its time for Northwest Pools to be honest and fix our pool correctly or return our money so we can have it done properly by another pool company. We are still prepared to accept to go to arbitration.

Business' Final Response
Northwest Pools (NWP) has on several occasions attempted to re-visit the job site to view and evaluate the customers concerns and to effect any necessary repairs, NWP was turned away every time. NWP will extend this offer one last time to Mr. & Mrs. ******. Prior to making another attempt to visit the job site NWP requests a list of concerns in writing. Concerns must be specific, all inclusive, and detailed. This list must be forwarded to the BBB claim number XXXXXXXX as well as NWP directly. We will not visit the site without a camera. We will bring a camera and document concerns with photographs, with the customer present. One of the owners, ******, is the person for NWP who returns and evaluates the concerns and effects any repairs that are deemed to be not in accordance with trade standards. Along with ******, an industry expert, Bob Thompson of Thompson Tile Cleaning will attend and evaluate the concerns and direct ****** as to the corrections that are required. Bob Thompson has been in the swimming pool tile maintenance field for 25 years. He is hired frequently and routinely by all pool builders, as well as homeowners, in Northern California to clean, maintain, and repair swimming pool tile. Mr. Thompson is very familiar with what a swimming pool should look like and is familiar with all aspects of pool construction.

BBB's Final Determination: The business failed to resolve the complaint issues.

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