ComplaintsforPool and Deck Concepts

• Initial Complaint

  07/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a re-occurring warranty issue with this company. They re-finished my pool and shortly after I noticed a rust spot. When you are under the water you can feel that it is something (like a piece of metal) protruding through the finish and rusting. They came out last fall and admitted that there was rust and repaired it. But the rust keeps coming back and they refuse now to respond any my calls or my emails. They try to say that it's the quality of my water, but it's the same spot and you can feel it. They claim they sent somebody out to look at it and couldn't find the rust spot while I was on vacation. The owner of the company ******* comes up with as many excuses as he possibly can think of, because he doesn't want to fix the problem.

  

  Business response

  07/08/2022

  ******************** came to Pool and Deck Concepts with complaints that he had resurfaced his pool in 2019 with another pool company and said that there was an issue with his current finish because it had rust spots all over his pool. At that point he felt his only option was to redo his interior finish again and he signed a contract with Pool and Deck Concepts in 2020. We completed his renovation back in March of 2020. In 2021 ******************** called and mentioned he had a rust spot in the finish (like metal was working it's way out) near the skimmer. He also submitted pictures of staining on the tile. I explained that it is most likely his water chemistry in his pool but I would send our finish installer out to take a look. He cleaned up the rust spot and tile and let me know that it was indeed due to water chemistry. There are metals in the water already in any body of water. That is no different with a pool. ******************** insisted that his service company had the chemistry in the pool correctly so I suggested we send the *** pool finish representative out to let us know how he wants us to proceed. If it was a warrantable item, we would have covered it regardless that he was well out of his 1yr installation warranty with us. ******************** was a good customer and we would do what we could to help. *********************, Product Specialist for *** found the following: "I found the water to be scaling. The calcium hardness tested at 500. This pool has a TDS reading of ****. Someone needs to get this water balanced & maintain it or they will end up with scale." I am also attaching the report provided by **************** stating that this is not a warrantable item. This is 100% due to incorrect what chemistry in the pool causing the hardened rust spots to continually return. To correct the issues in the pool, ******************** should speak with his pool service company and have them correct the water chemistry to resolve the issues moving forward. Since he was having problems on his previous finish and now again on a new finish from another pool company, the common dominator could be whoever is treating the pool. ******************** has been notified of all findings repeatedly but still has not taken the proper steps to correct the issues. Pool and Deck Concepts is clearly not liable for the issues pertaining the rust spots in this pool since this is not a product or installation issue but a service related issue.
  See Attachment/File: IMG9547331

  Customer response

  07/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is the typical way the owner talks his way out of a problem. And I am not gonna spend hours on a rebuttal with unmeaningful jargon. The fact of the matter is that my maintenance company disputes his claim about water quality, but the most concrete proof I can give is that there is only ONE spot of rust and there is an object protruding from the finish at that spot.
  
  The main reason I am now out of warranty is because it took the company 6 months to correct the problem the first time and now that the company has dragged out the subsequent repair of the repair, so, of course the warranty is over. Its how they do business. Obviously my only choice at this time is to make sure to tell everyone I know to not use this company in the future.

  Customer response

  07/13/2022

  Hiding behind the fine print in the contract, the owners version of "industry standards", and report from consultants who depend on this company for future business instead of just doing the right thing. I give up *******, I'm done. I just suggest everyone stay away from this contractor.

  

  Business response

  07/13/2022

  Unfortunately this is why the Homeowner is unable to resolve the issues with his pool. The manufacturer's representative that holds the warranty on his pool finish is the one that has provided the instructions to correct the issues in his pool. Refusal to follow their instructions could further damage the new finish. The resolution to his problems is to correct the water chemistry in the pool. No pool service company is certified to dispute a manufacturers warranty. There is nothing our company can do at this point if the homeowner refuses to do his part. I also included a copy of his contract warranty he signed where it states that the homeowner is responsible for all service related issues in the pool, they are not covered under warranty.
  See Attachment/File: ******** - Warranty.pdf

• Initial Complaint

  10/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contracted with Pool and Deck Concepts on 11/11/2020 Work Started on 1/23/2021 Pool Filled 2/11/2021 Hunter XXX-XXX-XXXX managed the pool start-up for 4-5 Weeks after filling The stains started to appear the week between Hunter and returning to our regular pool service, ********* ****** See attached picture for current stain status. The stains continue to get worse over time. Pool and Deck Concepts blames ********* although the stains appeared before ********* took over. Pool and Deck Concepts refuses to honor their warranty. See attached contract. Inspection by ******* from ******* ****** indicated it was caused by washing down the new travertine into the pool on start-up day. See two attached pictures showing the deck was wet on start-up day.

  

  Business response

  11/24/2021

  Business Response /* (1000, 5, 2021/11/02) */ The staining in the pool is unfortunate, however it was not caused by the installation from Pool and deck Concepts nor the products installed. All the chemical readings provided by the homeowner and the project manager were sent right away over to our manufacturer to determine if this was a product issue or if this was due to the maintenance of the water chemistry in the pool. After further review, it was determined the issue was caused by improper water chemistry. Pool and Deck Concepts, still trying to help the homeowner rectify the situation, sent out our finish installer and he recommended that we do an "No-Drain acid wash" to remove the stains. An option was given to the homeowner at that time to proceed and it was declined. We have also been in touch with *** with ******* ****** in regards to his site visit. He was able to begin removal of the stains with Jack's Magic #2 proving that this is a chemical and maintenance issue which has nothing to do with Pool and Deck Concepts. You will see in the picture attached from March 11, 2021 there were no stains present in the pool. As the homeowner previously stated the pool was up and running 02/11/2021. Our company offers 4 weeks of service from date of Start up. We were not contacted about staining in the pool until May 12, 2021 and a project manager was out the following day May 13, 2021. This staining is caused by the PH in the pool. This can cause "Hydration" which is caused by PH peaks and troughs which causes this appearance. This is easily curable with proper water chemistry, and even in worse case scenario would require a "No-Drain acid wash." Please note that staining is not covered in any pool finish warranty because of these said reasons because there is nothing wrong with the installation or the product as shown in the attached photos provided. Pool and Deck Concepts stands behind our installation and take pride in our work. Also provided is the water chemistry from May 13, 2021 and a copy of not only our warranty but the warranty from ******* ******* the other manufacturer the homeowner is using as a reference in the case. Clearly stating in all instances that staining is not covered in any pool finish warranty. We urged the homeowner to do the "No-Drain acid wash" however at this point it seems he would rather proceed with re-doing the pool finish with another company rather than rectifying the issue caused by water chemistry. Had the water chemistry been adjusted right when the stains were noticed, the problem would have already been corrected. Our customer service is extremely important to our company, however with that being said, we can only rectify items within our control for the labor and materials we provided. Consumer Response /* (3000, 7, 2021/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The stains appeared the week between their pool start-up guy, Hunter and the return of the regular pool maintenance company. So the staining process had already started before the maintenance company took over. They continue to point to the maintenance company as the cause of the staining. I have since learned that these stains can be caused by adding too much calcium chloride to the finish mix when prepared. See attached document for a lot more details.

*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. ↩