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Complaint Details
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Initial Complaint
03/28/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Our community hired Classic Marcite to refinish our pool. They did what we thought was a good job and we paid them $26,000.00. However, within 3 months, a crack appeared in the marcite and our pool lost about three feet of water. This happened almost one year ago. We have repeatedly asked them to come out and repair the leak so that our community can use this pool. My last contract was with them yesterday. I called them at 6:00 a.m. asking them to contact me. They responded that "As soon as I finish getting my guys out of the yard I will give you a call." I texted them 3 more times during the day and never heard back from them. Our pool is useless and with another summer coming soon we need these repairs done.Business response
04/11/2023
The customer requested we make repairs that were NOT part of the contract. We went ahead and made the repairs for the customer, as a courtesy, and she was supposed to contact BBB in order to let you know that the problem was fixed.Initial Complaint
12/12/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
12/2/22 the company ran 2 charges without any approval to do so. We only owed ****. They ran one charge for **** and one for ****. We called them 15 times between 12/2 and 12/11 about refunding the **** plus addressing the issue of no approval to run the charge. They keep telling us different information and not communicating with us. At this point we are ready to contact eh credit card company and do a ********* back for all of it as fraud since we did not approve. And then seek an attorney to file a small claims lawsuit. The work is still it done. They finally after 3 weeks fixed the leaks in the pool but the pool constructions it still not done. We want our stolen money back and they need to address the error and incomplete work. And a possible discountBusiness response
12/15/2022
Contact Name and Title: *****************************
Contact Phone: ************
Contact Email: **********************************
The amount for the $1,219.69 was run with the credit card processor, which was the incorrect amount. I immediately ran the refund back to the customer. I then ran the $1,787.42, which was the correct amount for their pool project. I have attached a letter from the credit card processing company that states what happened in regard to this complain. Please see the attached. Thank you.
See Attachment/File: Letter in Regards to ********** Transactions.pdfInitial Complaint
11/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
We contracted with Classic Marcite to refurbish our pool. The work that they did was of a very low quality, and during the process they broke the deep-end pool ladder. The surface of the pool is pitted and stained. The mosaic tiles we paid them to install are haphazardly installed in the pool steps. The contract we signed also specified that they would use product manufactured by CL Industries and a 10-year manufacturer's warranty was to be included in the price. Upon completion of the work, they refused to provide us with documentation of the manufacturer's warranty. We contacted the manufacturer and were told that Classic Marcite was required to provide us with a warranty form including the batch number of the product used. Classic Marcite has repeatedly refused to do so, and it is our belief that they used a substandard product to refinish our pool since they have refused to provide any proof of the product that they used.. We hired an attorney to send a Letter of Demand to Classic Marcite asking for a refund in the amount of $12,000.00. On November 1, 2022, Mr. Mike F**** came to our home to inspect the pool; at that time he told us he would contact our attorney by November 4, and would also provide us with a legitimate warranty form including the batch number of the product used. It is now November 28 and we have not heard from him since.Business response
12/16/2022
I am not sure about the deep end ladder being broken. Mr. ******* has inwall steps and grab rails, so I am not sure what would be broken.
Our company installed the mosaics that the customer supplied, per specifications for this install. We plastered around them as good as anyone possibly could. We have returned and trimmed them and polished around them on numerous occasions. We have explained to Mr. ******* that this is how mosaics are meant to be installed.
We told Mr. ******* that we are happy to go out and address any areas of concerns he has with his pool and he has refused. Mike F****, one of the owners, went out to meet with him. He explained that the items, such as the stains, for example, are warranty issues and that we would be happy to take care of them. Mr. ******* told Mike F****, NO, he does not want them fixed and that he wanted his money back and was contacting an attorney.
Classic Marcite's only supplier of Quartz material is **** **********. We have reached out to that company in order to provide the material batch number and will provide Mr. ******* with an updated warranty form next week.
Classic Marcite is still willing to help in any way that we can, but Mr. ******* refuses.Business response
02/10/2023
Please find the warranty that was sent to the customer. Please advise as to anything else that is needed. Thank you.
Customer response
02/13/2023
Complaint: ********
I am rejecting this response because:
This warranty form was never delivered to us. On April 26, 2022, after repeated requests by us that Classic Marcite provide us with warranty documentation, we were informed by Susan F**** of Classic Marcite (please see attached document) that Classic Marcite does not provide warranty documentation because (according to them) "We [Classic Marcite] are the warranty holder" and "we do not give batch numbers."
This issue cannot be resolved unless and until Classic Marcite can provide proof of delivery of the 10-year warranty which they have sent to the Better Business Bureau. We believe that this is a deliberate fabrication on the part of Classic Marcite and is intended to show that they honored their warranty obligation as stated in the initial sales contract, which they did not. We were told several times by Classic Marcite employees that no warranty form or product batch number would be forthcoming.
Sincerely,
******* *******Initial Complaint
07/16/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I contracted with this company spring of 2021 to resurface my pool. Many problems from the start. Workers never showed up when scheduled, office staff was nasty, poor quality of workmanship, damage to pool pump, and now they will not respond for a service call that is covered under the warranty of their contract. Pool has a huge leak and is inoperative. Multiple calls to the office, return calls and time scheduled for the repair was promised but never fulfilled. My expectation at this point is a partial refund for the poor work and time wasted and refund to cover leak repair as I have ZERO confidence in this company to show up and or to correctly fix the problem.Business response
08/16/2021
Business Response /* (1000, 5, 2021/07/19) */ Contact Name and Title: Jessica B***** Office Man Contact Phone: 4075216260 Contact Email: [email protected] We sincerely apologize for the delay and inability to get to your concerns addressed last week. I do have your pool on schedule to have the leak assessed and repaired tomorrow 7/20. Until this morning we were unaware of the equipment problems that you are currently experiencing, I will make sure that our service tech addresses this while they are on site. The owner will be contacting you to discuss your concerns as well as confirming that all issues are resolved. Thank you for your patience and we look forward to taking care of your concerns, promptly. Consumer Response /* (2000, 7, 2021/07/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Leak was addressed to my satisfaction.
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Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.