Adams Pool Specialties

Here are the specifics of our offer to refinish Mrs ***'s pool: Here are options – Pool Only: (this includes chipping out the existing the finish, the 1st time the pool was sandblasted and plaster was installed over the existing finish, now there are layers of plaster This is why it’s now imperative to chip out the layers of plaster to install a new finish – this chip out process is labor intensive and quite a bit more costly) Chip out Surface – install Plaster med gray $4,(regular retail price is $5,623.00) Has year warranty you will be required to sign an Interior Finish Disclaimer form (see attached) Chip out Surface – install Pebble Plus by Adams $6,(regular retail price is $9,090.00) Has year warranty Aggregate finish (like Pebble Sheen) includes hand-seeded abalone and iridescent glass mix at N/C Both of the above prices are only covering our material, labor and overhead costs only; no profit I know that may seem really odd to you but our profit margin is surprisingly low in our industry ----------------------------------------------------------------------- In addition Mrs [redacted] is correct in that [redacted] is not "employed" by the [redacted] (they do not have employees) but he has been on the Board of Directors for 15years and is the foremost authority in Pool Plaster material analysis We have an appointment with Mrs [redacted] today 10/9/ after this appointment, we will update our response thank you

We had an extremely positive experience with Adams From start to end they made the process easy and they expertly handled the few problems that came up Their contractors would swarm out, finish the job that day and then swarm away They arrived pretty close to when they said they would on they days they said they would be there We paid them after each stage of construction was completed Their customer service was excellent Someone was always there to answer the phone and the person we needed to talk to was either available right away or would call us back pretty quickly We paid Adams to take care of the permits for us and to interface with the city They left us with instructions on how to care for the new surface ourselves We love the job they did with the new tile Our pool looks beautiful now and we love spending time in it again

Please see attached records from forward on the customer's pool. The letter I rec'd from *** *** on 9/19/clearly indicates her understanding that the pool finish was admittedly damaged by her pool service person, *** ***. We had multiple inspections, conversations and
email communications about her pool finish. *** feels badly that her new pool plaster was damaged; however it is not the fault of *** Pools mixing, material or installation. What the attachments do not show is that *** originally installed the new plaster on May 27, 2011. We were called to inspect for the 1st time on July 1, 2011. Before our 1st inspection on July 1st, 2011, the plaster finish already appeared to have been damaged and there was nothing that could be done to correct or improve the finish. The only thing that can be done is to redo the plaster. I suggested that Mrs *** contact her pool service person about their insurance or bond to cover such a cost since they had admitted to wrong doing that damaged her pool

Adams Pools does not offer financing. The quoted price of $2,will remain a solid/unchanged quote for a period of year

Unfortunately we can not lower our price for the Sand & Polish; it stands at $2,to be done by Adams. The tile issue that you are mentioning was never discussed prior to the *** *** visit (I reviewed all of our communication back to 2012) and our contract did not inform us to re-install new trim tile on steps. Trim tile on steps and benches in pools can not be saved as a standard practice in the industry. There is a place on the contract that would be quoted for trim tile installation if that were applicable and the contract was left blank on that line G. There are other companies that can do the process that we quoted of Sanding & Polishing the pool surface - there may be a smaller operation that can do the process less expensive than us

We can only state information from our records as we did. I realize now that *** did think that *** *** worked for ***; however, its a little confusing as to why she would think that if she did not pay *** *** for the start up procedure. In addition, I personally sent *** an email on 7/23/suggesting that she contact her pool service company about their insurance and bond to try to get coverage through them to resurface the pool. I just spoke to *** and confirmed that we will have the *** ***'s *** representative inspect her pool on 10/9/and I will provide her a quote to resurface her pool

We can only state information from our records as we did. I realize now that *** did think that *** *** worked for Adams; however, its a little confusing as to why she would think that if she did not pay Adams Pools for the start up procedure. In addition, I personally sent *** an email on 7/23/suggesting that she contact her pool service company about their insurance and bond to try to get coverage through them to resurface the pool. I just spoke to *** and confirmed that we will have the *** *** *** representative inspect her pool on 10/9/and I will provide her a quote to resurface her pool

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

I am rejecting this response because:you are aware that you removed all of the existing tile along the pool stairsI would like you to lower the price to $due to the removal of my tile

Please see attached report obtained from *** *** of *** *** ***. As per his recommendation we have supplied Mrs *** a quote for a sanding procedure. As previously stated (and the inspection confirmed) the plaster material that was installed in her pool was not defective. The plaster material was affected by chemicals put into the water. Without sufficient support confirming an approach appropriate for this particular pool's circumstance Adams Pools was extremely hesitant to offer any process other than a complete remodel of the surface. Now that we have obtained an outside source, unbiased, recommendation and reassurance that sanding of the surface will not further damage the plaster we are willing to offer this service, however, it is not a warranty covered item and is chargeable. Also, please note that the process of draining the pool and sanding the finish will NOT make the plaster look as if it is brand new, it will "improve the cosmetic appearance" only

Adams Pool Specialties provided the best quality and service during our pool remodel and resurfacing For the first time EVER, I never had to guess who was coming or when The contract spelled out every detail but I was always informed in advance what the next step was, who would be working and the time they would arrive Christie was always one step ahead of me! So refreshing not to have to worry about anything! From the professional office staff to the courteous crew who left my yard as they found it, I was really amazed that this level of care and customer service still existed! Thank you Adams Pool Specialties for our beautiful pool and for always being so considerate and respectful of our time ON TIME, ON BUDGET, and NO SURPRISES!

Please see attached records from 2012 forward on the customer's pool.  The letter I rec'd from [redacted] on 9/19/14 clearly indicates her understanding that the pool finish was admittedly damaged by her pool service person, [redacted].  We had multiple inspections, conversations and email communications about her pool finish.  Adams feels badly that her new pool plaster was damaged; however it is not the fault of Adams Pools mixing, material or installation.  What the attachments do not show is that Adams originally installed the new plaster on May 27, 2011.  We were called to inspect for the 1st time on July 1, 2011.  Before our 1st inspection on July 1st, 2011, the plaster finish already appeared to have been damaged and there was nothing that could be done to correct or improve the finish.  The only thing that can be done is to redo the plaster.  I suggested that Mrs [redacted] contact her pool service person about their insurance or bond to cover such a cost since they had admitted to wrong doing that damaged her pool.

Business states that they are waiting on inspector's report so they can issue a conclusive response.

I am rejecting this response because:
due to to the cost, Adams will have to give me a timeframe of one year. I currently do not have $2100 to pay for the job to be done. If they would like to offer a payment plan with no interest that would work, and Adams would not have to provide a year timeframe.

Here are the specifics of our offer to refinish Mrs [redacted]'s pool:
Here are 2 options – Pool Only: (this includes chipping out the existing the finish, the 1st time the pool was sandblasted and plaster was installed over the existing finish, now there are 2 layers of plaster.  This is why it’s now imperative to chip out the 2 layers of plaster to install a new finish – this chip out process is labor intensive and quite a bit more costly)
Chip out Surface – install Plaster med gray          $4,500.00 (regular retail price is $5,623.00) Has 3 year warranty you will be required to sign an Interior Finish Disclaimer form (see  attached)
Chip out Surface – install Pebble Plus by Adams               $6,900.00 (regular retail price is $9,090.00) Has 10 year warranty
Aggregate finish (like Pebble Sheen) includes hand-seeded abalone and iridescent glass mix at N/C
Both of the above prices are only covering our material, labor and overhead costs only; no profit.
I know that may seem really odd to you but our profit margin is surprisingly low in our industry.
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In addition Mrs [redacted] is correct in that [redacted] is not "employed" by the [redacted] (they do not have employees) but he has been on the Board of Directors for 15years and is the foremost authority in Pool Plaster material analysis.  We have an appointment with Mrs [redacted] today 10/9/14.
after this appointment, we will update our response.  thank you.

I am rejecting this response because: they already misrepresented the the plaster inspector. I don't trust anything they say. You don't think they would deceive customers on problems with their pool? This is what insurance is for. Until the inspector gets here with [redacted], instead of the owner of the company as stated in an earlier email [redacted] oversaw the work being done. I have spoken with him, and he saw the pool. I have my notes from 6-612. He is bias, not an even played mg field here. I asked [redacted] not come into the backyard until the inspector saw it first.

I am rejecting this response because: it isn't completely true. Yes, [redacted] admitted putting the wrong chemicals in after the start up, however we were under the impression that [redacted] worked for [redacted] at the time. He had just left [redacted], who had put in our hot tub, the same time the pool was being refinished. The chemicals had NO effect on the hot tub at all! The two surfaces feel completely different to the touch, which leads me to believe it was the product used to refinish the pool. Over the last three years the pool keeps changing colors, and the plaster is wearing off, while the hot tub remains the same. [redacted] in an e-mail says they will deeply discount refinishing my pool and send a plaster specialist to look at the pool as well. I am waiting to hear back from [redacted] on this. It would be nice to have someone from your office come and look at our pool. I have taken pictures to another pool company that says in no way did chemicals cause this huge mess. All I want is for it to be fixed and stop the finger pointing. I the consumer DID NOT do this to my pool! But I Have paid for it in more ways than one.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
As long as a reasonable quote is given to refinish my pool. 
 
Thank you,
 
[redacted]

The last reply I sent said I would accept Adams Pool's response if the price was discounted heavily and the [redacted] came to look at the pool.
 
I did not have the pricing until after I sent the response to you. I now have the pricing, it is too high in my opinion, I would be paying Adam's again to do the job, that I believe was not done correctly as far as the product used to refinish our pool. Also, I received an email from [redacted] stating that the Rep will be coming out tomorrow. The Rep is not the [redacted].
 
On these two conditions, I will not accept Adam's response and action they said they would take. It is not resolved as far as I am concerned.

I am rejecting this response because:the inspector's report is not back to determine the problem. I will however, inform you the Revdex.com, that neither Adams Pool, nor the pool service company could tell me what was wrong.with our pool. They didn't preform any tests on the surface of the pool. Both companies, assumed it needed to be refinished. That isn't the case at all, it doesn't need to be refinished, it needs to be sanded and polished according to the inspector. I was very happy to find this out, but at the same time,you have two companies in the pool industry and neither one knew what was wrong, and that it only needs to be sanded.There ia a serious flaw in this industry that needs to be looked into. How many others have been in my situation? there should be regulations and guidelines to be followed. No continued education in this field is required, yet they work with chemicals that can ruin your pool. I want Adams to pay for the sanding of my pool.