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Consumer Complaints

BBB Accredited Business since 04/01/1989

Westmoreland Pool Co.

Phone: (940) 692-0810Fax: (940) 692-8921

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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)
02/18/2014Problems with Product / Service | Read Complaint Details
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Complaint
Westmoreland was contracted to redo our pool in 2011. Since then we have had to have it acid bathed and tile and concrete are falling off in chunks.
Westmoreland was hired and paid $12000 in cash to redo our pool in 2011. I complained to no avail at the time that I was not happy with the coloring of the plaster, which I was asked about. Even though I voiced my displeasure, it was not corrected. When we uncovered the pool for the 2012 season it was full of an in plaster algae that required an acid bath to get rid of. Also, several tiles were falling off and the grout was cracking and falling out. Mr. Westmoreland told us it was because it was hot. Again when we uncovered the pool for the 2013 season, we have an algae problem and not only are the tiles falling off and the grout cracking but, now the concrete behind the tiles is falling out in chunks. We have contacted the Westmoreland several times since April. In the beginning ***** came out and said he would fix it as soon as he could. After waiting 4 weeks my husband contacted him again and was again told he would get to it. It has now been 12 weeks. Our phone calls are being dodged and our pool is slowly caving in. We have spoken to other pool experts and have learned that the plastic strip that is placed behind the tile when a pool is built serves as a shock absorber between the tile and the deck. We were also informed that when redoing a pool it is necessary to insert a certain caulking that will cure into sort of rubber tubing behind the tile. This tubing will add fluidity and keep the grout from cracking and keep the tile in place. This means to fix this problem we are now going to have to have the entire pool retiled with the proper materials in order for us to not have a problem forever! The plaster was low grade and looks like bleach has been splashed on it. We desire a speedy reimbursement of all monies it will cost to make right this huge mistake!

Desired Settlement
We desire a speedy reimbursement of all monies it will cost to make right this huge mistake! We do not wish to do business with Westmoreland pools in any way ever again!

Business Response
Heat moves the ground.
Issue has been repaired once already.
Issue will come back and won't stay fixed.
This consumer is not the only one having issues with this heat and concrete and movement.
Pool is around 20 years old.
We are willing to come back out and will have to charge.

Final Consumer Response


Final Business Response
Business is working with consumers and will try to reach a resolution.

Industry Comparison| Chart

Swimming Pool Contractors, Dealers, Design, Concrete Contractors

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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.