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Consumer Complaints

BBB Accredited Business since 10/01/2003

Hatcher & Associates, Inc.

Phone: (940) 691-4172Fax: (940) 696-9646

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)
12/18/2014Problems with Product / Service | Read Complaint Details
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Complaint
Rebar wasn't properly placed in the concrete. It was just laid in the dirt and concrete poured on top of it causing concrete to crack my jacuzzi.
The jacuzzi cracked. I removed a section of the concrete that the contractor had poured. To my surprise, the steel wasn't even in the concrete. The steel was just laid on top of the soil and the concrete was just poured on top of it. I was able to remove the concrete as it wasn't even embedded in the steel. This crack in turn caused the jacuzzi to crack. I have pictures of this as documentation.

Desired Settlement
concrete and jacuzzi be properly installed.

Business Response
we built the pool for Mr. ****** in Byers Texas. the completion date was march XX XXXX. since that time I can count on one hand the number of times I have either seen Mr. ****** in our office or talked with him on the phone. none of those times has he ever mentioned anything as far as the concrete cracking or displacing or anything to that nature. all concrete is going to crack. the steel is in the concrete to keep it from major cracking or separation. obviously it is doing what it is designed or there would be complaints about cracking. the steel is not designed to keep the cozy cove from cracking. the top lip where the crack occurred is the weakest point of the unit. furthermore the top lip has an air venture protruding from the lip. the lip itself has a one inch hole in it where the air venture comes from further decreasing the strength of the top lip. Mr. ****** cozy cove isn't the only one that has cracked. I have repaired 3 this year and have two more to repair as of now. the steel was in place in all those. when the clay ground is very dry as it is now with the drought it is going to shrink and swell putting stress on everything it comes into contact with. obviously the steel is doing what its designed for or I would have heard complaints of concrete cracking long ago
the area Mr. ****** refers to in his letter is only one small place in the complete deck. it is his assumption that the steel is not placed properly. unless he can see down into the concrete there is no way he can know about the steel
I have been in the business for many years and have thousands satisfied customers. obviously Mr. ****** has been for the past seven years. if I thought the pool was in danger of falling apart I would do anything in my power to stop that but its not in danger of anything like that
in summary the steel keeps the concrete together not the cozy cove Mr. ****** never called about that concern in the past seven years. my warranty period is one year not seven years. when I was contacted by Mr. ****** about this I told him I wasn't doing any work there for free. it has been seven years. the next message I got was he would just take me to court. that's when I responded that I would come look at what was going on. when I emailed him to go look at the problem he said he had already fixed it with out even allowing me to look at the problem. the crack still remains on the cozy cove. I have the product in hand to do the repair to the crack. I am not going to do anything until this matter is resolved. to resolve this problem I will repair the crack in the cozy cove and pay Mr. ****** for his materials to repair the concrete work he did himself.
thank you for your time

***** hatcher
hatcher pools



Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Apparently there is a complete breakdown of communication within the Hatcher Pool Co. staff. I have called several times with concerns with my pool. I spoke with the lady that answers the phone. But was always what I seemed to be ignored. Either way my greatest concern is that the concrete around the pool doesn't have the re bar installed properly in the concrete. This has been observed by me at two separate locations. I have pictures to substantiate my claims..Mr Hatcher has seen them also. Mr. Hatcher isn't addressing my concern. Why did I pay for steel to be installed in concrete and they just poured on top of it? Furthermore he said he would come and apply the sealant on the crack in the cozy cove but now he seems to be stalling and using this BBB complaint as his deciding factor whether he will honor his promise to me. This his e-mail response to me..."I am going on vacation leaving Monday coming back the following Tuesday also waiting on better business beaurea." He also claims that the clay soils causes the problems. I live in north end of clay county where the soils are very sandy..no clay soils involved here.

Final Business Response
in the one little section that mr ****** broke out the steel is not pulled all the way up. I made an offer to replace the cozy cove and replace the concrete and steel in that section. that is all I am offering

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the only thing I would accept. If at some point I replace the liner and if I chose Hatcher pools to do the work. They would then at that time replace the cozy cove and concrete that is damaged at no cost to me. However I feel very vulnerable with this agreement as I fear that the cost will just be tacked onto the cost of the liner. For the record I am very disappointed in a company making errors in installing the steel in the concrete and just not owning up to it. And for the record this isn't just one spot as this is the second spot that it has been found. And as far as making issues with the coming back after 7 years and making a claim. I have no problem with that as this is an installation issue that occurred from day one that the concrete was poured. I received a recall on a vehicle that is over 10 years old with a defective part. What is the difference in that and the concrete not installed properly? I looked at the pool concrete yesterday and have noticed a crack running the entire width of the concrete. If the steel isn't installed properly this is only going to get worse. It should have cracked at the expansion joints that were laid into the concrete when it was poured.

05/30/2013Problems with Product / Service

Industry Comparison| Chart

Swimming Pool Contractors, Dealers, Design, Swimming Pools - Leak Detection & Repair, Saltwater Pools - Equipment & Supplies

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