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. “The same sample Naz used when you sign the contract is the same material installed. You paid for a white plaster with blue glass beads added and that is what was installed.” There was never a sample shown to us. Naz showed us pictures of pools completed by Klein Custom Pools with the “blue glass bead” product to compare to the look of other plaster products. We relied on your “expertise” and trusted that you would install what we paid to have installed. We only discovered later through other pool professionals that what you installed was NOT what we paid for. What you installed was a lesser quality quartz aggregate, not blue glass bead. “This is clearly a false statement. I responded to you at 9:18am on April 5. You then told me your wife would be in communication with me that same day. I heard nothing from either of you until the 12th when you stated your wife was to [sic] busy. Also I asked point blank what you wanted at that time.” We have made no false statement. You told us in October of 2015 that you would not be spending any money out of your pocket to fix the issues with the new pool your company built. For purposes of clarification, the original issue that we contacted you about was the immediate and extreme staining of the plaster with blue glass bead, a product you stated in your email dated 4-5-16 that “does not have a trade name”. Failure to use the product as contracted has led to difficulty for the pool professionals helping us because the plaster product is not what it was stated to be. Blue glass bead is not the same as quartz aggregate and the differing product could make a difference in the treatment of the stains that began two weeks after completion while the pool upkeep and water chemistry was under your company’s care. Because of your outright refusal to remedy a situation caused by you, your company, or your employees and subcontractors, we are forced to pay to have the stains removed out of our own pocket. We are amending our request to be refunded the amount we paid for the “upgraded plaster” (vs the cost of replastering the entire pool) as the material is not what it was stated to be in the contract per the industry professionals who have assessed the current state of the pool plaster. We have a folder full of emails from you, there have been several phone calls, and nothing thus far has led to a resolution from you. We are reasonable people and we desperately want this resolved. We feel this is a reasonable attempt at resolution with Klein Custom Pools. “This is clearly a false statement. We have not received any letters. We have contact [sic] The postal service in Tomball and they have confirmed no certified mail has been sent to our address from May 5 - May 22 They are willing to confirm this in a written statement.” Again, we have made no false statement. Further, none of this correspondence occurred in May 2016. Our attorney sent a Demand Letter on January 22, 2016 and according to USPS tracking, delivery was attempted on January 25th at your office located at [redacted]. There was no one there available to sign for it, according to the tracking notice, so notice was left for you to collect the letter from the post office. The letter was returned to our attorney on February 24th, 2016 stating it was unclaimed from the post office. The same letter was mailed regular mail the first week of March and again there was no response from you. I have definitive proof of you making knowingly false statements regarding my business with the intent to defraud or obtain an unlawful gain. I have spoken with legal counsel which has advise [sic] me of my option on dealing with the fraudulent statements made above. In addition he has contact [sic] the department of insurance and they asked him to file a formal complaint via there [sic] website regarding the fraud that is being committed. If you would like to discuss this matter my number is 281-516-[redacted] At this time I have placed a hold on any actions with my legal counsel to allow you to retract you [sic] false statements. Failure to do so will result in moving forward with the actions stated above.” We have made no false statements and are not looking for unlawful gain. We simply want the pool finished with materials for which we paid and which you promised to install as evidenced by your signature on the contract. I’m sure your legal counsel is aware that the “Department of Insurance” does not govern pool construction or the problems that arise from it and therefore has no jurisdiction in this matter. This complaint is regarding a pool built by Klein Custom Pools on our personal property. Your attempted scare tactics and bullying will not lead to an amicable resolution. [redacted]
Regards,
[redacted]
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.
[Klein Custom Pools did not keep their commitment to me. I paid in full, but they did not complete the work as promised. They make it sound as if everything is great with my kids swimming in the pool. This is far from the truth. They don’t know because they haven’t been here in 6 weeks and don’t respond to my text messages or phone calls. I shouldn’t have to contact any company 5 times to get what I paid for. I was told that when the pool was completed, I would sign a form showing all items were finished to acceptable standards. [redacted], where is that form? You should go look. Either your employees are being less than honest or you don’t care.
My expectation is for you to contact me and complete all unfinished items which I value at $1000.00 or give me $1000.00 so I can pay another company to do what you couldn’t or wouldn’t do.
.]
Regards,
The entire spray deck was redone, not just the area you turned the sprinkler on while it was wet. See attached
The handrail is a warranty issue with [redacted]. See attached. They are sending a replacement anchor mount.
The plaster - If you want your pool replastered it will be $3200
you told [redacted] you didn't brush the pool.
you told [redacted] you work 12 hrs a day and didn't have time to brush the pool,
you told [redacted] you brush the pool 2 days then then stop - 30 minutes later when I walked up you told me you brush the pool for 5 days.
Again this shows your pool was completed back [redacted] as I stated.
Revdex.com:
This letter is to inform you that Klein Custom Pools has carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/19/2016 and assigned ID [redacted].
Regards,
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. “The same sample Naz used when you sign the contract is the same material installed. You paid for a white plaster with blue glass beads added and that is what was installed.” There was never a sample shown to us. Naz showed us pictures of pools completed by Klein Custom Pools with the “blue glass bead” product to compare to the look of other plaster products. We relied on your “expertise” and trusted that you would install what we paid to have installed. We only discovered later through other pool professionals that what you installed was NOT what we paid for. What you installed was a lesser quality quartz aggregate, not blue glass bead. “This is clearly a false statement. I responded to you at 9:18am on April 5. You then told me your wife would be in communication with me that same day. I heard nothing from either of you until the 12th when you stated your wife was to [sic] busy. Also I asked point blank what you wanted at that time.” We have made no false statement. You told us in October of 2015 that you would not be spending any money out of your pocket to fix the issues with the new pool your company built. For purposes of clarification, the original issue that we contacted you about was the immediate and extreme staining of the plaster with blue glass bead, a product you stated in your email dated 4-5-16 that “does not have a trade name”. Failure to use the product as contracted has led to difficulty for the pool professionals helping us because the plaster product is not what it was stated to be. Blue glass bead is not the same as quartz aggregate and the differing product could make a difference in the treatment of the stains that began two weeks after completion while the pool upkeep and water chemistry was under your company’s care. Because of your outright refusal to remedy a situation caused by you, your company, or your employees and subcontractors, we are forced to pay to have the stains removed out of our own pocket. We are amending our request to be refunded the amount we paid for the “upgraded plaster” (vs the cost of replastering the entire pool) as the material is not what it was stated to be in the contract per the industry professionals who have assessed the current state of the pool plaster. We have a folder full of emails from you, there have been several phone calls, and nothing thus far has led to a resolution from you. We are reasonable people and we desperately want this resolved. We feel this is a reasonable attempt at resolution with Klein Custom Pools. “This is clearly a false statement. We have not received any letters. We have contact [sic] The postal service in Tomball and they have confirmed no certified mail has been sent to our address from May 5 - May 22 They are willing to confirm this in a written statement.” Again, we have made no false statement. Further, none of this correspondence occurred in May 2016. Our attorney sent a Demand Letter on January 22, 2016 and according to USPS tracking, delivery was attempted on January 25th at your office located at [redacted]. There was no one there available to sign for it, according to the tracking notice, so notice was left for you to collect the letter from the post office. The letter was returned to our attorney on February 24th, 2016 stating it was unclaimed from the post office. The same letter was mailed regular mail the first week of March and again there was no response from you. I have definitive proof of you making knowingly false statements regarding my business with the intent to defraud or obtain an unlawful gain. I have spoken with legal counsel which has advise [sic] me of my option on dealing with the fraudulent statements made above. In addition he has contact [sic] the department of insurance and they asked him to file a formal complaint via there [sic] website regarding the fraud that is being committed. If you would like to discuss this matter my number is 281-516-[redacted] At this time I have placed a hold on any actions with my legal counsel to allow you to retract you [sic] false statements. Failure to do so will result in moving forward with the actions stated above.” We have made no false statements and are not looking for unlawful gain. We simply want the pool finished with materials for which we paid and which you promised to install as evidenced by your signature on the contract. I’m sure your legal counsel is aware that the “Department of Insurance” does not govern pool construction or the problems that arise from it and therefore has no jurisdiction in this matter. This complaint is regarding a pool built by Klein Custom Pools on our personal property. Your attempted scare tactics and bullying will not lead to an amicable resolution. [redacted]
Regards,
[redacted]
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.
[Klein Custom Pools did not keep their commitment to me. I paid in full, but they did not complete the work as promised. They make it sound as if everything is great with my kids swimming in the pool. This is far from the truth. They don’t know because they haven’t been here in 6 weeks and don’t respond to my text messages or phone calls. I shouldn’t have to contact any company 5 times to get what I paid for. I was told that when the pool was completed, I would sign a form showing all items were finished to acceptable standards. [redacted], where is that form? You should go look. Either your employees are being less than honest or you don’t care.
My expectation is for you to contact me and complete all unfinished items which I value at $1000.00 or give me $1000.00 so I can pay another company to do what you couldn’t or wouldn’t do.
.]
Regards,
This complaint has been responded to a total of three times.Two of the three are attached. I will follow up with the homeowners today.
The entire spray deck was redone, not just the area you turned the sprinkler on while it was wet. See attached
The handrail is a warranty issue with [redacted]. See attached. They are sending a replacement anchor mount.
The plaster - If you want your pool replastered it will be $3200
you told [redacted] you didn't brush the pool.
you told [redacted] you work 12 hrs a day and didn't have time to brush the pool,
you told [redacted] you brush the pool 2 days then then stop - 30 minutes later when I walked up you told me you brush the pool for 5 days.
Again this shows your pool was completed back [redacted] as I stated.
Revdex.com:
This letter is to inform you that Klein Custom Pools has carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/19/2016 and assigned ID [redacted].
Regards,