Unsatisfied with the pool/service build Valley Oasis did. Owner ******** blantantly dispresctful to customers&always promises stuff without completion
While building the pool they made appointments to be here at specific times they wouldn't show or call and weeks went by before actually came. We called and ******** informed us she was sick of hearing from us. We explained to her when you tell a customer something and time was taken to be at the house and then no show no call is not very professional. This happened numerous times and she acted like she didn't care because she was getting her money one way or another. The water fall has concrete coming out, the salt concrete finish looks terrible color isn't consistent as if it wasn't mixed long enough, not to mention it isn't level, the project manager even took pictures of it. There were cracks in drain that we told the project manager before job was completed and water added we were told it would be taken care of and it was never fixed. Therefore the pool already has water and would have to be drained to fix. Inside the pool, the peeble sheen which is suppose to be smoother than peeble tech however, it is really rough on the stairs and a few spots on the bottom of the pool and has pitting and chunks missing; as if they didn't take the time to make sure it was done properly and just rushed through. Steve the sales guy told us that they would only bring enough tiles and concrete for the exact job; well we have about 5 tiles leftover and they dumped like 2 wheel barrels of concrete on the side of our house and buried it, so apparently we didn't even get the full size of pool we should have, although we paid for all of that concrete they dumped. Additionally,the problem with when it rains and it floods into the pool. ******** the owner promised that she would be by to check out the pool back in July she was suppose to come by to look at the pool on thursday the 28th of July, once again no call and no show. Didn't hear from her again till Aug 5th and she tried to say she went to the wrong house at which time she stated someone would be here on the 10th to take care of the problem with the muddy water coming into the pool when raining. to possibly put a drain in; again no call no show. Since then I have called numerous times to the office and was told she was in a meeting or she would call right back we still have yet to hear from her. ******** refuses to answer the phone or call back. This is completely ridiculous! The amount of money we spent to have a pool and such a terrible experience!!This should have been a pleasant experience and not the feeling of what happens if something big happens with our pool; especially since we are unable to get anywhere with this company now. We have tried to dealed with them on a business/personal level and they aren't willing to take care of anything nor even return a phone call. Another problem is that when building the pool they buried concrete and garbage in the yard and while doing some landscaping it was all there burried for us to remove. they should have taken the debris from the yard not half assing it and burying the debris completely unacceptable.
The job they did was definitely not worth the $37000 nor was the experience of it all. They made us sign the papers and took a picture of the pool so they could get paid, where did that leave us even though we weren't happy. They definitely feel like they are a shady, fly by night company.
We would like a partial refund $7500 for all the trouble and all the complications with our pool as well as us having to contract another company to have a drain installed due to dirty overflowing into the pool. We also want the waterfall concrete fixed, the decking colored fixed and it level with the patio, the pebble sheen to be smooth just like it is suppose to be. cracks fixed in the drain as explained to the project manager previously and the rest of debris cleaned up. Also if it requires draining and refilling they can provide the cost of that as well. We also have pictures that we can provide you.
Valley Oasis Pools and Spas
Re: Claim #XXXXXXXX
September 9, 2016
While it is always disappointing to receive a complaint from a customer, we are especially saddened by the feelings of this particular customer. Valley Oasis has been in business for 18 years and we have consistently had an A or A+ rating from the Better Business Bureau; therefore, being referred to as a "fly by night company" is particularly hurtful.
Since receiving this complaint we have been in contact with the homeowner and on September 8, 2016, we conducted a meeting at the homeowner's property to address the issues listed in this complaint. Upon completion of all of our pools we provide a final walk through to ensure that the client knows how to use and maintain their pool and with the client, we write up a punch list of any items that need to be repaired or addressed. At our final walk through there were three items that needed to be dealt with. The things listed here were not on the final punch list, but we are doing everything we can to remedy the issues. Had any of these issues been on our original punch list they would have been addressed immediately.
One of the complaints is about drainage of the yard around the pool. Per code, pool companies are required to make sure the deck slopes away from the pool, which it does. The drainage of the backyard is not the responsibility of the pool company; however, we are scheduled to install two area drains on the side and rear of pool in order to assist the rain water being removed from the backyard.
The homeowner pointed out a small missing piece of grout at the bottom of the waterfall. That will also be repaired before September 16, 2016.
Concrete is a custom mixed and hand troweled product, therefore, there is an expectation that the product will have some mottling throughout. This particular deck has more mottling than usual, so we are offering the homeowner an upgraded deck topping called Excel Deck. This topping is an acrylic coating that is applied in a lace texture and carries a five year warranty instead of the two year warranty that is now on the salt finished concrete. There are various color options that the homeowner would be able to choose from. Due to the necessity of sloping in the concrete decks, there is a slight elevation difference at one end of the connection to the patio. The difference is about a 1/4" raise above were the strip of deco drain meets the existing patio. That will also be fixed before September 16, 2016.
Upon inspection of the interior Pebble Sheen, no visible problems are apparent, but the homeowner says you have to be in the pool and feel around with your hands to find a few rougher spots on the stairs. This is product combines cement with natural rock pebbles and is hand troweled in application, so there will always be some inconsistencies in the texture due to the application and the variation of natural pebbles. We will however have the licensed installer inspect the interior finish to determine the best way to address this.
In regards to the extra materials, it is common practice for us to order extra tile for the pool. We do this for two reasons. First, we need to make sure that we have enough tile on the job site in order to complete the project without requiring an additional order of tile. The tile is a ceramic tile and it is not unusual for tiles to break during transport from the manufacturing company to the distributor to the job site; hence, we order extra to ensure that we have enough to complete the job. The second reason for ordering extra tile is to leave a few extra pieces for the homeowner. We do this so that the homeowner has extra tile pieces in case a pool tile needed to be replaced or the homeowner wanted to match the tile to install it on a BBQ or fire pit. Ordering a new batch of tile means that there is a new die lot and the likelihood of the tiles matching is very low. We also order more than enough concrete for the shotcrete and decking stages. If there was a shortage of material during these critical phases, it would spell disaster for the structural integrity and finish of the products. We follow structural engineering plans for the pool and installing the excess shotcrete in the pool would deviate from the specified thickness of the shotcrete. It would also result in a smaller pool due to the fact that the shotcrete is shot in against the dirt hole that is dug out for the pool which means that extra shotcrete would encroach into the pool itself. The excess concrete from the shotcrete is emptied into a plastic "kiddie pool" and removed from the job site once dry. The excess concrete from the decking stage is generally contained to a small area of the yard and removed when we complete our final cleanup of the yard. These extra materials do not by any means relate to the quality or size of the pool and are actually very small amounts in relation to the overall size of the job. We give a lifetime warranty on the structure of the pool itself so we do not want to cut any corners or short the materials in any way.
As for the buried construction debris, when we have our crew on site for the installation of the two area drains, we will attempt to find any buried concrete that was left on site. As stated above, the excess shotcrete materials are contained in a plastic tub, so there should not be any shotcrete materials buried in the yard. The decking phase of the project occurs after the plumbing trenches have been filled and the ground has been compacted and prepared for the decking itself. We would be very surprised if there was concrete from the decking stage buried.
Upon walk through with the homeowner on September 8, 2016, no visible damage was seen on the main drain of the pool, but we will have it inspected when the Pebble Sheen is inspected and it will be replaced it if it is cracked. If draining the pool is required, we will reimburse the client for the cost of water to refill the pool.
The day the pool was painted on the ground the homeowner called to complain about the size of the pool and requested that his pool be made bigger. We modified design, increased the size of the pool, and charged far less than what he had been previously quoted for a larger pool. The homeowner then asked if there would be extra tiles and concrete that we could bring to make his pool even bigger for no charge. The homeowner was told that this wasn't possible due the engineering of the in-floor cleaning system and the permitting of the pool.
Our scheduling office tracks all communication with the clients. We have a card system we use to track pools during construction and this homeowner had more than twice the amount of communication we have with most pool builds, so we feel that we did everything we could to keep the customer abreast of the schedule.
Valley Oasis will remedy any items that are actually incorrect with the pool and after the on-site meeting with the homeowner, we have provided a schedule for these items to the addressed; therefore, no refund will be issued to the client.