California Pools & Landscape

I have paid $60k so far for my project and all I have to show for it is a 8x12 foot dirt hole and a now projected completion date of September. Far longer than the estimate for competition when we signed our contract. 12 months to complete instead of 6 months is ridiculous. In the interim while we wait for a sub contractor that may be weeks before they show up they are sitting on our money. Biggest $140k mistake we have ever made. Don't make the same mistake we did.

The company owner, [redacted] ***, has spoken to the client today about his concernsA completion schedule will also be emailed to the clientRest assured that we will complete this project as soon as possible

Our Director of Construction, Stephen D***, has verified that the repair to the aerator was completed on 8/17/Thank you fro bringing this matter to our attention Revdex.com [redacted] RE: Complaint ID # [redacted] Dear [redacted] This message is in regard to your complaint submitted on 8/11/against California Pools & Landscape Your complaint was assigned ID [redacted] The business has sent the Revdex.com a message regarding this complaint, and forwarding it for your reviewThe contents of this message are below or attachedPlease respond within calendar days or the complaint will be closed as assumed resolvedAll responses will be copied to the company The text of your complaint may be publicly posted on the Revdex.com web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy)Please do not include any personally identifiable information in describing the nature of your complaintBy submitting your complaint, you are representing that it is a truthful account of your experience with the businessRevdex.com may edit your complaint to protect privacy rights and to remove inappropriate language Regards, Conciliation & Engagement Specialist Your Revdex.com MESSAGE FROM BUSINESS: Our Director of Construction, Stephen D***, has verified that the repair to the aerator was completed on 8/17/Thank you fro bringing this matter to our attention Revdex.com [redacted] [redacted] *** Re: ID # [redacted] - [redacted] Dear Nicole Sh [redacted] :Thank you for your cooperation in responding to the above consumer's complaint and for the opportunity to assist you with resolving their concernsWe notified [redacted] of your response and requested notification of whether or not a satisfactory resolution had been reachedRevdex.com has not heard back from the consumer Therefore, the complaint has been closed and will be included in your firm’s Revdex.com Business Review as: “Answered - Revdex.com has not heard back from the consumer as to their satisfaction with the business’s response.” The text of your response may be publicly posted on Revdex.com’s website Revdex.com reserves the right to not post in accordance with Revdex.com policy, and we may edit your response to protect privacy rights and to remove inappropriate languageIn the event the consumer contacts Revdex.com again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer We appreciate your cooperation in addressing this issue, and hope we can be of service to you in the future.Sincerely,Yesenia Villegas|Your Revdex.com Revdex.com [redacted] *** Re: ID # [redacted] - California Pools & LandscapeDear [redacted] *We have not received your response to confirm this complaint has been resolvedTherefore, this complaint has been closed and will appear in the company's Revdex.com Business Review as: “Answered- Revdex.com has not heard back from the consumer as to their satisfaction with the business's response.” Please know that Revdex.com is always available to discuss your case and review additional informationSincerely,Yesenia Villegas| Your Revdex.comMESSAGE FROM BUSINESS:Our Director of Construction, Stephen D***, has verified that the repair to the aerator was completed on 8/17/Thank you fro bringing this matter to our attention

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The response from California pools on 1/13/in no way provided a resolution or clarity regarding the issue at hand and the very obvious manipulation of the warranty The response stated that California pools has strict guidelines when it comes to warranties..However we were given a year of the parts warranty - which according to the website is only for the original owner So how strict are the guidelines for warranties if they can be so easily overridden? Had we known that there was a process for the warranty or that we would need to request a transfer the structural warranty, we would have taken the necessary steps to do soThis home is something we value and take pride in and we most certainly aren't taking this lightly We purchased our home on October 24th and shortly thereafter, I called California pools to introduce myself as the new ownerthen we were provided with a year warranty on parts on November 7, Wouldn't it be the responsibility of California pools to communicate the information and necessary forms for transferring the structural warranty and any additional information regarding the pool and other important facts? I am disappointed with the lack of professionalism and tact We have a pool that is less than years old that is not standing up to the name or the reputation California pools prides itself on This problem needs to be addressed and escalated beyond the warranty departmentRegards, [redacted]

Management meet with Ms [redacted] today for approximately three hoursAll items addressed in her complaint will be repaired to her satisfaction by 8/26/Thank you

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Please be advised that all Revdex.com complaints are escalated to senior management for responseBack in when you originally called us you were not eligible for a warranty transfer due to the property being a foreclosure saleIt has always been company policy to not transfer warranties on foreclosed properties This why the employee did not discuss this option with youCalifornia Pools offered you a year warranty on the pool equipment because the pool equipment was still under the manufacturer's warranty and it cost California Pools nothing to extend this to youEven though we had no contractual obligation to warranty your equipment we did so as a courtesy.California Pools & Landscape is not going to extend the warranty on this pool or absorb the cost of repairsWe will however offer to assist you through the repair processIf you would like to schedule a site meeting to discuss the costs of the repairs I will be happy to arrange

On 5/03/VP of Construction, [redacted] , spoke to Mr [redacted] regarding his concernsOn all pools over ten years old it is our policy to not drain pools from April - Nov Draining pools with temperatures above degrees will deteriorate or crack the pebble interiorThis policy is firm and no exceptions are madeCalifornia Pools sent a diver out on 5-5-to check for cracks and no leaks were foundThis was at no charge to the customerWe have emailed Mr [redacted] a Letter of Intent stating that California Pools will repair the pebble cracks after 11/1/at no chargeMr [redacted] was satisfied with our responseNo further action is needed

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11589436, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

We appoligze for the lack of communication to Mr*** It was not our intent to not address the customer's email. We will gladly take care of all the items listed in the complaintAt this point in order to proceed we need to set up a job site meeting with Mr*** We have
reached out to him on 1-8-and 1-11-and are awaiting his response so we can proceed

Thanks for bringing this to our attention. There is no excuse for the lack of communication and we will resolve that internally. As for the work, the following will take place: On July we will be out to repair the water leveler
lid On Thursday July 28, our head of construction has a meeting with our client to walk the yard and go over all other remaining items. The turf will be laid within a week of that meeting. All other items will be resolved within that time period as well

We do not understand the customer's rejectionMr*** spoke to our manager, Todd H*** and asked us to provide a bid to redo his pool's interiorWe will provide Mr*** with a bid this weekWe will work forward with the work as soon as Mr*** accepts our bid and payment termsMr*** is aware that the repair is not covered by any warrantyThank you

Our service technician arrived at [redacted] home around 1:30pm Friday, which we verified through our GPS system. He knocked, rang the bell and also tried to access the pool from the back gate but the gate was padlocked. The pool equipment has a full three year warranty from original pool...

start up. To obtain the warranty repair Mr. [redacted] needs to call our office to reschedule the repair appointment. Our service department has also called Mr. [redacted] this morning to reschedule the repair. We will happily make any warranty repairs as soon as we can obtain access the pool equipment. We asked for this complaint to be removed by the Revdex.com as our technician did show up to make the repair as requested by the homeowner but was not granted access to the backyard.

I reject the business response.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

The company owner, [redacted], has spoken to the client today about his concerns. A completion schedule will also be emailed to the client. Rest assured that we will complete this project as soon as possible.

Management meet with Ms. [redacted] today for approximately three hours. All items addressed in her complaint will be repaired to her satisfaction by 8/26/2015. Thank you

Our Director of Construction, Stephen D[redacted], has verified that the repair to the aerator was completed on 8/17/2016. Thank you fro bringing this matter to our attention.
Revdex.com[redacted]
[redacted] [redacted]
[redacted]
RE: Complaint ID #  [redacted]
Dear [redacted]
  
This message is in regard to your complaint submitted on 8/11/2016 against California Pools & Landscape.  Your complaint was assigned ID [redacted]
The business has sent the Revdex.com a message regarding this complaint, and forwarding it for your review. The contents of this message are below or attached. Please respond within 7 calendar days or the complaint will be closed as assumed resolved. All responses will be copied to the company.
The text of your complaint may be publicly posted on the Revdex.com web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information in describing the nature of your complaint. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language.
Regards,
Conciliation & Engagement Specialist
Your Revdex.com
MESSAGE FROM BUSINESS:
Our Director of Construction, Stephen D[redacted], has verified that the repair to the aerator was completed on 8/17/2016. Thank you fro bringing this matter to our attention.
Revdex.com[redacted] [redacted] 
[redacted] [redacted] Re: ID # [redacted] - [redacted] Dear Nicole Sh[redacted]:Thank you for your cooperation in responding to the above consumer's complaint and for the opportunity to assist you with resolving their concerns. We notified [redacted] of your response and requested notification of whether or not a satisfactory resolution had been reached. Revdex.com has not heard back from the consumer.  Therefore, the complaint has been closed and will be included in your firm’s Revdex.com Business Review as: “Answered - Revdex.com has not heard back from the consumer as to their satisfaction with the business’s response.” The text of your response may be publicly posted on Revdex.com’s website.  Revdex.com reserves the right to not post in accordance with Revdex.com policy, and we may edit your response to protect privacy rights and to remove inappropriate language. In the event the consumer contacts Revdex.com again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.  We appreciate your cooperation in addressing this issue, and hope we can be of service to you in the future.Sincerely,Yesenia Villegas|Your Revdex.com
Revdex.com[redacted] [redacted] Re: ID # [redacted]- California Pools & LandscapeDear [redacted]We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's Revdex.com Business Review as: “Answered- Revdex.com has not heard back from the consumer as to their satisfaction with the business's response.” Please know that Revdex.com is always available to discuss your case and review additional information. Sincerely,Yesenia Villegas| Your Revdex.comMESSAGE FROM BUSINESS:Our Director of Construction, Stephen D[redacted], has verified that the repair to the aerator was completed on 8/17/2016. Thank you fro bringing this matter to our attention.

California Pools is unable to do the repair at this time due to the warm temperatures and age of the pool. The pool was built in 1998 and draining the pool now could potentially ruin the entire interior. We will happily waive the labor charge in lieu of any customer dissatisfaction as a one-time...

courtesy. We are unable to find any previous records from last year as our last record of contact with the client was dated from 2011.  The repair can be performed starting in November when the temperatures are cooler until the first part of March 2018. We would be happy to pre schedule this repair at this time. Please contact Shelley at [redacted] to arrange.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The response from California pools on 1/13/15 in no way provided a resolution or clarity regarding the issue at hand and the very obvious manipulation of the warranty.  The response stated that California pools has strict guidelines when it comes to warranties. ..However we were given a year of the parts warranty - which according to the website is only for the original owner.  So how strict are the guidelines for warranties if they can be so easily overridden? Had we known that there was a process for the warranty or that we would need to request a transfer the structural warranty, we would have taken the necessary steps to do so. This home is something we value and take pride in and we most certainly aren't taking this lightly.   We purchased our home on October 24th 2007 and shortly thereafter,  i called California pools to introduce myself as the new owner.... then we were provided with a year warranty on  parts on November 7, 2007.  Wouldn't it be the responsibility of California pools to communicate the information and  necessary forms for transferring the structural warranty and any additional information regarding the pool and other important facts?  I am disappointed with the lack of professionalism and tact.  We have a pool that is less than 10 years old that is not standing up to the name or the reputation California pools prides itself on.  This problem needs to be addressed and escalated beyond the warranty department. Regards,[redacted]