ComplaintsforCapstone Pool and Spa Remodeling

• Initial Complaint

  02/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was notified by the County of San Diego that the building license pulled by my contractor ******************* Pools)!had expired without the final inspection, (so years after the work was complete and I believed final inspection done) So I contacted the contractor and after several days I was informed they had renewed the permit and scheduled the inspection. In my contract with the vendor, it included the pool alarms required by building code, (those were installed on every door that could lead you out to the pool area). Now, during the time period since then, code changed to require a better pool alarm that sits inside the pool and lets you know if anyone or anything falls into the pool. Capstone provided that alarm to us prior to the final pool inspection, dropping it off a day ahead with the renewed permit paperwork. We passed the inspection. Then, without any notice, a Capstone employee showed up at our house a few days later and asked for us to return the alarm to him. I declined to do so stating that I had no plans to remove the code-required alarm and return it to them. Later I was contacted by the Company by phone and text, who told me they wanted it back because they reuse that alarm to pass code inspections at other customer sites. I still declined as it was part of my contract with them to provide the necessary alarms to meet building codes. I said it was their own fault for not completing final inspection in a timely manner and that the code changed during that time. I believe that they are responsible for meeting that. They did pull the updated permit and delivered the alarm to my house. They did not modify the contract with me (in writing or verbally) to say the new alarm would be extra or that I would need to procure one. Now they are persisting in demanding the return of the alarm. I believe it is within my rights to refuse to do so as it is now a part of the pool system. Can you help?

  

  Business response

  02/22/2024

  ***************** reached out to us to let us know about the situation with her permit.  Our records show that we called for final inspection back in 2019.  We are not sure if the ***************** failed to record it or if they failed to do the final inspection for some reason.  We also don't know why it took them 4 years to reach and regarding the unfinaled permit.  We understand that this is not anything that our customer has any responsibility for so we reached out to the city to schedule for final.  We also covered all the additional fees needed to reinstate the permit and close it out.  The alarms needed for the house or pool are NOT included or stated anywhere in the contract, this is pretty common throughout the industry as well.  We are not responsible for which alarms the customer uses or how they choose the safe off the pool area. We provided the pool alarm for them to borrow as a courtesy to help them pass final inspection since the codes have since changed.  ****************** was less than kind when demanding that she be entitled to keeping the alarm we provided.  We offered her the option of purchasing the alarm at cost if she wanted to keep it, which she denied. Therefore, we requested to schedule a time for us to pick it up which she denied as well. At this point she is withholding an item that does not belong to her, that was not ever said verbally or in contract that would be provided for her to keep and that she has said she does not want to pay for. We would like to retrieve our alarm and close this out. 

  Customer response

  02/26/2024

  My contract with the company Capstone was for work to remodel and expand our pool, including for the vendor pull the permit, and complete the final inspection. The vendor included the code required alarms in the scope of the original work in 2019. 

  On February 8, 2024, one day before the new final inspection, the pool company notified me that they were dropping off the inspection paperwork and a newer model alarm as required by the new building code. The vendor did not come for the inspection. I texted the company that it had passed. I considered the case closed.

  Five days later a young man knocked on the door and said he was here to collect the pool alarm. I had no knowledge of this request; he was apologetic that his office had failed to let me know. I did say I had no intention of removing the alarm and returning it, as I considered it a part of the contracted work given the previous alarms were included. I was never unkind. 

  The vendor continued to press me to return the alarm that they provided as they reuse it for other final building permit inspections. I question the ethics, even legality for a company to provide an alarm to meet final inspection building code, only to remove it immediately after. This leaves the pools they install no longer meeting the required building code.  

  From the vendor response to the BBB complaint, We [Capstone] also covered all the additional fees needed to reinstate the permit and close it out. As homeowner, I have no intention of removing the alarm and returning it. I consider it a part of the original work, as alarms to meet code were included in 2019. 

  

  Business response

  03/06/2024

  Nowhere in her contract does it state that we provide the requited alarms in order to pass the inspection and we find it hard to believe that she will continue to use the alarm moving forward. However, at this point we would like this issue to be closed and resolved. If it makes her feel better to withhold our equipment from us she can keep it. 

   

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Capstone had to replaster our pool 2 times due to poor workmanship. Once in June of 2021 and again in March of 2022. About 10 days after completing the work in March, we notified Capstone that we feared we had a leak in the pool b/c we were refilling the pool too often. They told us we had to prove there was a leak before coming out to take any action. We hired a leak detection company that they had referred to us, which reported there were no leaks in the pipes or around the lights and inlets. But the leak detection company reported that they could not confirm that the pool finish was not leaking as that was too extensive of a job that cannot be verified by them. This report cost us $500 and only gave us a false sense of security. Now 3 months later my water usage has increased by 50%, the surrounding soil is completely saturated around the pool, water is leaking out through the irrigation pipe and continually flowing out to the street, no other source of a leak can be attributed to our home pipes as a meter test was performed, and we are losing about 1 inch of pool water a day which is about 100% more than typical for our area. ALL evidence leads to a pool leak. Yet the company maintains there was nothing they could have done that would have caused a leak. So they will not come out to diagnose or find the issue. The company has not ever provided us with any documentation showing a quality inspection was done nor can they prove that no leak was present at the completion of the work performed. I did not have any leak issue with my pool until immediately after they completed the replaster job for the 2nd time in March. They have received full payment for the work done. I have to keep water in the pool and pumps running otherwise the pool finish can be compromised. Yet by keeping the pool operational I worry about water damage to my home's foundation.

  

  Business response

  10/16/2022

  In late July the customer sent us a leak report from American Home ******.  This report stated that there were leaks in the existing plumbing, skimmer barrel, umbrella and light niches.  Capstone only performed a replaster on the pool & spa.  These leaks are not a result of installing a new finish and were not directly caused by any of the contracted work.

  Customer response

  10/20/2022

  Our pool and spa did not leak before the work was done by Capstone. The work they did to refinish the pool and spa are connected to the areas that are leaking after they did their work. The reason the areas are leaking is because they did not do their finishing work properly.

  

  Business response

  10/21/2022

  regarding the leak report from American Home ******.  This report stated that there were leaks in the existing plumbing, skimmer barrel, umbrella and light niches which are NOT directly connected to the resurfacing nor did capstone work on any of the mentioned items that are leaking. There is also no way to confirm that the pool was not leaking prior to replastering. 

• Initial Complaint

  03/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Not responding to multiple requests to repair pool remodel. Paid 40k and waterfalls do not work correctly, calcium and cracks in tile from improper sealing and install. 2 ft crack on quartz side wall. Flagstone coping coming loose. Needs to honor work repair and warranties that was promised when hired.

  

  Business response

  03/08/2022

  We have responded to every phone call, text or email from ****************

  The waterfalls were purchased by the homeowner, not capstone.

  Calcium build up is not a warranty issue do to manufacturer defect or installation.  "Tile sealing" is not standard/common in our industry and was not included in this contract.

  Yes, the 2' crack on the side wall has caused the coping to come loose. This is most likely caused by movement of the pool and/or the earth around it.  This crack is structural in a pool which we did not build.  We can not guarantee or warranty the structural integrity of a structure that we did not build.

  Even if these were warranty items this project is clearly out of warranty per the signed contract.

   

  All that being said, we have gone above and beyond to try and help the customer.  We have been on site multiple times to help with the waterfalls that were purchased by the homeowner and have also offered to repair the structurally damaged coping and tile at no cost.

   

  We look forward to any response or inspection pertaining to this complaint.

   

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

  Capstone Pool & Spa

  Customer response

  03/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

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