Albano Masonry, Inc.

Review: Albano Masonry was contracted to plaster my pool and to close it as well for the season. During the period of acid wash neutralization, the crew of Albano Masonry mistakingly added too much pH increasing agent (Base). The company owner, **. [redacted] Albano, admitted that his crew made this mistake and that my filter equipment might clog as a result and that he did not have any acid on hand to correct it. He informed my wife to buy the acid. As a result, my filter clogged and it took an unnecessary length of time to correct the pH level of the pool. I followed the instructions for the care of the pool exactly and was under the guidance of the local pool experts to test the water and suggest appropriate chemical corrections.

Albano refused to clean the filter clog without charging an additional fee. They also refused to come and check the plaster even after multiple requests were made by me because of staining and increased amount of debri in my pool.

I was notified that I was not doing my part, even though I was spending 2-3 hours on the pool every evening to try and make it right.

Then, after contacting Albano via e-mail to express my concerns, my e-mails were bounced back to me unread because their "quota was full". The also did not answer their phone or respond to my voicemail message as well.

In addition, Albano refused to schedule a pool closing date with me after requesting to do so. This was agreed to be included in the job. After several days, I finally sent an e-mail and excused them of this duty after several e-mails and a voice mail were not answered.

I currently have a new plaster job that is not uniform in appearance. It has white streaks and patches throughout the plaster and rust colored stains throughout. In addition, my pool is still open because of Albano Masonry has refused to schedule the closing. This delay in closing has resulted in even more staining as it is impossible to keep every leaf out of the pool throughout the day.Desired Settlement: I desire the outcome of a refund of $350 which is my additional cost to have my pool closed. Evaluation of my pool plaster and repair the plaster for a uniform appearance which was expected.

Business

Response:

Albano Masonry Inc. is disappointed to hear a customer is dissatisfied. When this complaint was posted, it is the first time we are hearing about this customer’s pool being streaked and stained. When we were contracted to plaster the pool, after care instructions were presented to **. [redacted] and he was asked to review them and get back to us with any questions or concerns. It was made clear that after plaster, it is the homeowner’s responsibility to follow the instructions and balance the water accordingly.

The owner, [redacted] Albano, tested the water in front of [redacted] and instructed her that only about 2 quarts of acid would be required to bring the water to proper chemistry. Albano Masonry Inc. had already supplied all chemicals required to expose the aggregate of the finish, chemicals required to balance the water chemistry would be the homeowner’s responsibility. After the day of plaster installation, [redacted] Albano had stopped by to check on the pool 3 separate times and another to vacuum the pool, with a soft bristled brush as to not harm the new plaster – to clean up some of the debris from chemicals etc. Each visit, the water chemistry was tested and our results showed that not much more additional chemicals were required to adjust the level and recommendations were given to the homeowner along with reminders from the plaster aftercare instructions, such as adding a sequestering agent, etc. The plaster instructions that were provided to the Goldberg’s before plastering their pool, state that circulation of the pool water is required for 24 hours: the filter must be left on for 24 hours; A conversation between **. [redacted] and **. Albano – **. [redacted] had stated that he was not running his filter 24 hours but only about 12. The plaster aftercare instructions also state that backwashing frequently is required, so the filter does not clog from all the chemical input and it is not uncommon for the filter to clog.

Due to the curing process of plaster, the water chemistry will fluctuate frequently and the homeowner is informed that this will need to be monitored closely on a daily basis, we have always been open to offering advice and guidance throughout this process, but by no means were we contracted to be a service company and arrive daily to test the water and add chemicals to adjust accordingly.

After frequent email correspondence and a few phone calls with **. [redacted] about his water chemistry, the office manager received a phone call from **. [redacted] on the 4th, where **. [redacted] informed her that he was trying to send an email, but it would not go through. The office manager informed him that our email system was down at the moment and the issue was being addressed. **. [redacted] proceeded to tell her that hopefully the email will be fixed soon so he can send his message – no questions, concerns, or issues about his pool were mentioned. This email was able to be received then and **. [redacted] stated he did not want Albano Masonry Inc to close his swimming pool.

Albano Masonry Inc was fully prepared and willing to close this customer’s pool, as we stated we would when contracted to plaster the pool, but **. [redacted] informed us that we were not to do so.

Overall, Albano Masonry Inc. was ready and willing to close the pool and finish out the work that was contracted. We also, have provided ample information and advice as to balancing the water chemistry and aftercare instructions. It is a shame that the customer is frustrated and made certain accusations towards our company, when he openly told the owner that he didn’t have time to brush his pool even once a day. The staining of the pool would be from leaves entering his pool, daily brushing, skimming, and maintenance would avoid this issue. **. [redacted] did not want us to close his pool and said he was basically done with our company, therefore we were not able to further advise him of his pool situation as to avoid staining and other issues.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

After discussing the aftercare instructions with Mr. Albano personally, he said how important it was to follow them and that etching might occur if I did not brush the pool as instructed. I followed the instructions exactly so as to not damage my new plaster. The instructions stated to run the filter continuously for a minimum of 72 hours. That is what I did. Exactly. After being outside of that time frame, Mr. Albano told me to keep running my filter for 24 hours. That is what I then did. I was also told by [redacted] that those instructions didn't exactly apply to my type of plaster because of the acid wash period. So it was left to me to decided which part of the instructions I was to follow exactly and which instructions didn't apply to me.

With Regards to the staining from the leaves. It is impossible to guard my pool 24hours a day from leaves. I have multiple trees surrounding my pool. I was spending hours on my pool every day. It is personally offensive to be accused of improper maintenance when I was brushing, skimming, balancing chemicals into the late evenings.

I tried to schedule my pool closing with Albano masonry several times, but never received an actual date. As the days went by, the more leaves would fall and the more stains on my new plaster. After they wouldn't answer emails and voicemails for several days, I called someone to come and close the pool before anymore leaf stains occurred. I figured Albano Masonry already had my payment and was not interested in finishing the job as they were no longer communicating with me.

Unless I am reimbursed the $350 it cost me to close my pool, I reject their response.

Business

Response:

Unfortunately you will have customers that are unable to be satisfied. [redacted] has twisted the story, a story that I have recited almost daily for the last twenty years, about what I said. Brushing or not brushing results in scaling not etching, two completely different conditions in your pool. First example of his confusion. Scaling can be corrected etching cannot. Second example of his confusion is when I told both him and his wife, as I have done countless times again for the last twenty years, during the acid wash phase "the pool is mine until I tell you otherwise," at that point then you, you being [redacted] in this case, may follow the directions provided along with any provisions that I deem necessary due to the unique circumstances. Originally [redacted] blamed me for the brown stains in his pool due to my neglegence. Now he admitted it is leaves. Unfortunately I cannot take responsibility for the leaves or how much time he did or didn't spend cleaning HIS pool. His accussations about several calls unanswered are untrue. I know that a phone transcript would prove otherwise. All his calls will also show a follow up call on our behalf in a very timely fashion. The dates of these calls will also show that the pool had only recently been plastered and was no where near a 28 day cure time, which would be a crucial factor in choosing that closing date due to the water chemistry not possibly being balanced yet. Please refer to National Plasters Council on plaster curing. Our email was temporarily out from a Friday to Monday. It was an inconvenience for all, but one that we all deal with in one way or another in this high tech world. Once we were up and running we contacted him immediately. In closing I refused to be extorshioned by [redacted], as he said he would, and I simply will not respond to anymore of his nonsense. [redacted] Albano

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: it is nonsense.

Regards,