Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/16/2023

  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.

  reason I am filing this complaint is as follows, the first week of January of this year I took a loan for $15,000 so that I can have my pool resurface. The company that did the work is call ***** **** * ******* ******* ****** *****.
  When that job was completed it was time for phase 2 which is the curing process and because I'm a disabled vet and they can't use my hands properly I needed someone to take on that part which is very crucial to the final outcome. Meaning the curing process and procedures has a precise work schedule in order to get a favorable outcome. it was suggested that I might want to consider a company call code 3 so I told him to get in touch with them and have him give me a call. 24 hours later after I filled the pool with water: threy showed up we talked for a few I asked him if he know what had to be done he said yes and from there we set a price I knew it was a bit high but the curing process had already begun and it needed attention so the deal was struck. keeping in mind that this contract calls for a rigid 29 day schedule. Contract started January 10 and code 3 claim the job was done on February 6. You take into account that they don't work on weekends means they only worked 20 days but that wasn't the worst of it because they don't work on weekends every Friday they dumped a gallon of chlorine into the pool which was the last thing they were supposed to that started the damage. The documents that I am supplying you today please pay close attention to the following pool startup Guide.details of what is supposed to be done in those 29 days starting with the 6 to 8 gallons of acid which never took place. And when you read my letter requesting a total refund you will also understand as to why I have 10 gallons of acid sitting in my garage and I had to administer that myself. you have a picture of some of the damage that has occurred to my pool. The retired owner of ***** ******* came to my house in hopes slowing down the damage

  Business Response

  Date: 03/29/2023

  Mr. ****** contacted our company to complete his remarcite startup. During the quote process chat was made that he had issues with insurance and other financial things regarding the initial damage to the pool from a fallen tree. In the chat we were also told the main drain was cemented shut by another company. Mr. ****** was told an estimate of $600 to complete the job and a deposit of $300 would be needed to start, this was at a vet discount, and that we would not be available on weekends. After approval of the quote, chemicals were added and the brushing process had started. Upon start-up, when pump was turned on, yellow/red/brown gunk came out of the return jets. Pump was turned off to stop the gunk. Mr. ****** then stated the pump had not run for a long time and that he needed to change the sand in his filter. The pump was not able to be turned on at the start of the process, which is a needed component. After netting the gunk out of the pool, the pool was brushed down multiple times towards the non-working main drain, 4 jugs of acid, 1 jug metal out was added. Being the gunk was unidentifiable and pump was not working only 4 out of the 6 gallons of acid was added. The following day, day 2, more acid was added as well as surface brushing to main drain area. Day 3 customer had pump running upon tech arrival & told tech sand would be changed tomorrow, more acid was added, diluted liquid chlorine (could not use tablet due to pump issues) & bicarb were added, pool water was cloudy. - Customer had pump run with old sand in on his own accord. Day 4 more acid, diluted chlorine and bicarb added to get levels to needed ppm., pool water clearing up. Day 7 acid was added every other day as well as tablet to skimmer once system was fully up and running. Brushing to main drain was done daily as well as netting out debris. Sequestering agent was added once a week. Day 14-18, same process, acid every other day, surface area brushed, bicarb & tablet to keep chem levels in proper balance. Day 17 pool surface felt uniform in texture. Day 18 customer had water hose in pool. Day 21-25, started process to slowly balance chemicals. Day 25 used hand vac to vac pool. Day 28 finish balancing pool, vac pool. Last day of service was 2/6/23; customer did not continue regular maintenance services with Code 3 Pool Service, no complaints or concerns given at this time. Deposit was received on 1/10/23. Final payment received on 2/8/23 - no complaint was given regarding finished work. Letter of complaint was dated a month later, 3/8/23.Mr. ******'s statements were discussed with Tim's Tile & Marcite, they denied what he wrote they said about our company and that to comfort Mr. ****** they gave him jugs of acid but did not report any issues with our work.

  Business Response

  Date: 05/05/2023

  Mr. ******* did not have these complaints at time of ended services. These complaints arose a month after our services were rendered and paid for. The care after our services may have resulted in the issues he is having. Our attorney has been notified of these complaints. With his agreement to final payment and no complaints at time of final payment, we will await further action.

  Customer Answer

  Date: 05/10/2023

  
  
  Complaint* ********
  
  
  
  I am rejecting this response because: 
  
  
  
  Sincerely, May 10,2023
  
  Mr. *******
  Before anyone can file a complaint one must be able to identify the problem. And since this was beyond my expertise I called in ***** ******* since I was still under warranty with them. And of course I had to wait until they can fit me into their busy schedule to come and assess the problem. You can find their findings and assessment in my previous statement. Furthermore as for that 30 day loophole that you're trying to use I suggest you take a good look at the dates, final payment was dated February 8, and you received letter of complaint on March 8, according to my calculations that is 28 days with two days to spare. Which means I was still covered under your warranty. By law. I don't enjoy doing this to a small company with only three employees and one being your wife. It's the reason why I decided to take this rough and just simply ask for my money back. It has cost me more to undo the damage you caused. But if you persist on continuing down this road, Then no this I have always had attorney on standby and I have all the documentation and proof I need to make a case in court. And I will be seeking damages. So it's up to you where we go from here.
  
  
  
  ****** *******