Complaints

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• Initial Complaint

  Date:10/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 20297916
  
  I am rejecting this response because:I see in the history Alamode decided to respond almost 10 months after the complaint was submitted unfortunately I did not see that until now for some reason.  
  Alamode's response fails to address the majority of my concerns as it relates to quality of workmanship, issues with the sloping, scratches on the pool, etc.  They really only speak to the damage to the property next door which was relatively minor all things considered.  They did offer a discount for doing the wrong stamp but did not say how much it would be so I did not accept it and I was only provided how much the discount would be when they sent the final bill.  The issue remains that I can't pay the final bill until they fix the issues so their response is unacceptable.   I don't see how it would make sense to pay them more money and then hope they provide warranty when this is the first they have mentioned that and have not responded to me about a year.
  

  
  

  
  
  Sincerely,
  
  ***************************manufactures require to support the stairs and prevent future issues.- The pool has settled and is no longer level with the unsupported stair side now significantly lower (5/8" lower) and the fence side lower than the house side (1/4" lower). - The concrete patio is too sloped (degree of slope varies greatly sometimes at 1/8" and sometimes at 3/8" per foot) and sloped on the wrong direction (towards my house) and needs to be removed and repoured in the area next to my house. It does not slope in the direction agreed upon and far exceed roughly 1/8" per foot slope that was discussed for that side of the patio. - A channel drain likely needs to be installed between the pool and the section next to my house to manage drainage away. - There are numerous scratches in the finish of the pool from installation and transportation that need to be addressed. - The skimmer lid and housing on the pool deck surface is not properly attached and needs to be fixed.

  

  Business Response

  Date: 19/04/2024

               We are very sorry that you feel this way, the contract clearly states that a path of destruction is needed for the install of your pool, the machines we use to do the work are large and require more space than what was marked. Considering the size of the project completed the small amount of grass that was disturbed should be a non issue. Our contracts also state that we do not cover reinstatement after the work is completed. Our track record proves that luck is not a determining factor with our projects.
               We apologized for the communication error that took place with the stamp pattern. A sizable discount for our error was offered, which you agreed upon. We tried to work on solutions and were met with a unrealistic expectation at every attempt to do so. As a balance is owed on the contract all warranties and guarantees will not be honored until we are paid in full, as it states in the contract.
               As a young and upcoming company we strive to provide a superior product and experience and take all criticism constructively, we have grown from this one bad review and have implemented new procedures for communication and site management. 

  

  Business Response

  Date: 24/05/2024

         We at Alamode strive to provide an experience for our customers to feel we have provided a good product and service.  We would like to arrange a meeting with the customer in the following week and address all issues arisen by the client.  The coping, drainage, scratches and skimmer lid deficiencies that have been brought to our attention will all be reviewed during the on site visit so we can make an agreement on what will be done and how these issues can be rectified. We will be contacting the homeowner Monday of next week to arrange a time and date. We aim to resolve the issues in a timely manner and not to disrupt the pool usage for the customer as little as possible. We are sorry these things have occurred and hope to leave this project with a satisfied customer.

   

  Thank you,

   

  *******************************

  Alamode Concrete Inc