Aqua Sentry of Scottsdale, Inc.

We have reviewed the complaint that was filed against us.

Our records indicate that the client signed our written estimate on January 21, 2011.  We were hired to install Stone Pavers over the customers existing deck and patio area.  The project was completed on February 8, 2011....

The total project cost was $10,358.00 plus tax.

As a licensed contractor through the [redacted] we are required by state statue to warranty deck and pool tile installation for a period of two years.  When this job was completed we feel that it met or exceeded the state requirements. If, it had not, the client would have been free to file a complaint with the [redacted].

We keep a history report on all property addresses.  The first time our records indicate that we received a call regarding any concerns with the decking was September 3, 2014, long after the warranty period ended.

The warranty period expired on February 8, 2013.

We have reviewed the area where the pool tiles have become loose.  The tiles that became loose are on/or near a radius. We feel that the reason that these tiles became loose was because of expansion.  What this means is that when a swimming pool ages, the ground around it continues to settle. This can cause minor cracks and shifts in the pool 's walls and beams and decking, no matter bow well they are installed.  As the swimming pool continues to settle, the mortar holding the swimming pool tiles may loosen as well , causing the tile to fall off.

Since the warranty expired over a year and half ago, and the issues with the tile were not anything we could have prevented, we are not able to warranty these repairs at this time.

Review: I contracted this company in 2011 to install a travertine deck around my pool. I spent almost $12,000 for this patio. The pavers were set in sand on a concrete slab. When the work was completed, I mentioned to the job supervisor that not all of the pavers were level with each other. The foreman stated that it was ok because the pavers needed to settle for a while. They agreed to come back and re-set the pavers and level the patio at a future date. This never took place. I called the company on two occasions during the first two years and heard nothing back. Now, I have pavers on the insude of my pool that were set with mortar that are falling off into the pool. It is clearly due to improper installation of the tiles and an improper mortar mix. The company is refusing to warranty their work even though I spent almost $12,000 with their company for this patio and they claim that the fix would cost only a few hundred dollars. They sent a sales rep out to my home to inspect the job and no one ever responded. I had to call them and now they are claiming that I am outside of my warranty period. However, there is no specific warranty period stated on my invoice that applies to labor or installation of patios or improper installation of stone materials. Any waranty period that is stated on their paperwork applies only to pool equipment.

I maintain that the job was never finished in the first place and that the scope of work was outside their normal work product. I believe that they hired subcontractors to do the work at the time and are now unable to finish the job. Anyone that knows anything about concrete work knows that mortar should stick a tile to a wall for more than three and a half years. They are reluctant to get back to me because they do not have in-house people to assign the job to. After spending almost $12,000 for this patio, it is the very least they can do to spend a few hundred to finish the job.Desired Settlement: I want my patio pavers leveled in sand and I want the tiles that have fallen into the pool to be re-mortared in place.

Business

Response:

We have reviewed the complaint that was filed against us.

Our records indicate that the client signed our written estimate on January 21, 2011. We were hired to install Stone Pavers over the customers existing deck and patio area. The project was completed on February 8, 2011. The total project cost was $10,358.00 plus tax.

As a licensed contractor through the [redacted] we are required by state statue to warranty deck and pool tile installation for a period of two years. When this job was completed we feel that it met or exceeded the state requirements. If, it had not, the client would have been free to file a complaint with the [redacted].

We keep a history report on all property addresses. The first time our records indicate that we received a call regarding any concerns with the decking was September 3, 2014, long after the warranty period ended.

The warranty period expired on February 8, 2013.

We have reviewed the area where the pool tiles have become loose. The tiles that became loose are on/or near a radius. We feel that the reason that these tiles became loose was because of expansion. What this means is that when a swimming pool ages, the ground around it continues to settle. This can cause minor cracks and shifts in the pool 's walls and beams and decking, no matter bow well they are installed. As the swimming pool continues to settle, the mortar holding the swimming pool tiles may loosen as well , causing the tile to fall off.

Since the warranty expired over a year and half ago, and the issues with the tile were not anything we could have prevented, we are not able to warranty these repairs at this time.