Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:11/07/2023
Type:Status:ResolvedMore 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.
The pool was build a few years ago. And NEW IMAGE was the company that did the plaster. However after about 2 years well within the warranty period I observed small light areas showing up. And when when rubbing your hands over them you could feel that it was a chip in the plaster. I contacted NEW IMAGE and they sent someone out and he confirmed that the plaster has flaked off in that area. And he would return to repair the area. And stated that he would drill out that area and refill it and it would blind in. However when they came out to service it. They just grounded down the whole area and stayed it would blind in. Which it never did. I called the company back and they sent the same person out and he said there is noting they can be down. Even know the plaster was still under warranty and now there is even more areas having the same problem. And NEW IMAGE fails to live up to their warranty promise.
Business Response
Date: 11/20/2023
Please see attached letter and signed release.
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