Brandenburg Pool and Outdoor

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.

 

[redacted] offer to have the glass tile installed by a master tile setter would require that I pay on top of the $245,000.00 original contract an additional $60,000.00 or more depending on travel expenses. I am surprised that [redacted] would consider the replacement of plaster with a very high end glass tile on an existing pool to not look as though the pool was new and aesthetically pleasing as well as durable when the project was completed. I chose the glass tile because it is aesthetically pleasing when installed correctly and I would not have paid a quarter of a million dollars for a mediocre level of craftsmanship had I been told up front that [redacted] would not be providing master craftsmanship. I was told repeatedly that his installer had in excess of 30 years of experience and knew what he was doing. This project has been assessed by master tile setters and they find it unacceptable in quality and workmanship. 

Regards,

Hello;

This is an response to complaint #[redacted] from [redacted].

 

We have been contacted by Mrs. [redacted] attorney who has set up a meeting with us on site for next week. Mrs. [redacted] will not be there. We have been  working with the homeowner and other professionals in the area, and have offered solutions to her issues, but to date she has not accepted any of them, We hope with this meeting we will be able to negotiate a way forward. If you have any questions regarding this issue please feel free to contact me.

 

Thanks

Account Manager

Office [redacted]

FAX [redacted]

Thank you Brandenburg Pools for doing an outstanding job on our pool remodel. From the start, dealing with Pam to pick out tile and pebble tech was a breeze. She made me feel as if our business truly mattered to the company. Then, Drema, the detail whiz, provided a schedule timeline and followed through with each step of the process. Finally, Jason who was on-site assisted to ensure the progress and fix anything that was necessary. From start to finish our pool was completed in under four weeks! We got to use it this week for the first time and my kids absolutely loved the baja shelf they installed! If you want solid workmanship and a company that genuinely cares, Brandenburg is for you!

This project was a renovation that involved taking an existing plaster pool with [redacted] decking around the pool and on the patio with a large natural rock waterfall to have all the plaster chipped out, [redacted] removed and waterfall rocks demolished so that we could install a new [redacted] glass...

interior in the pool with an architectural wall on the back of the pool that would have a custom glass tile mosaic installed on it with all new special ordered imported [redacted] tile for the decking.

 

The [redacted], are not full time residents at this time and spend more of their time in [redacted] where their business is located. During the process with the pool, they were also having the house and other elements in the backyard worked on by others. Once started with the project, I also learned that they had a pool project in [redacted] that had gone very wrong.

 

The first stage of the project was to take all of the old materials out by jack-hammering the plaster, [redacted] and rocks. This is a very noisy and dusty part of the project, however we cleaned up after each phase. Then we started with the installation of the [redacted] tile. There were sections of old deck that we had to remove, holes we had to fill in, areas of detail including the creating of custom tile lids for the skimmer and automatic leveler. Once the product arrived, we were already to install it and it went well.

 

Next the glass tile arrived towards the beginning of January, 2014. We prepped the pool interior, waterproofed it and filled it up for 7 days to cure it out. Once the process of installing the glass started, [redacted] began to ask questions about the installation method. In this part of the country, Custom Building Products is the brand mainly used due to its manufacturing location. On the East Coast, it is typically [redacted]. As the questions arose, I would respond with as much information that I could in regards to being helpful and yet not with overly mundane details that most people glaze over on. Most of the conversations were, unfortunately, via email. The process we use is a special formulation provided from Custom and we have had no failures of underwater glass installation over the last 15 years, so we know it works. We had Custom send us a copy of the specs that we forwarded to [redacted]. However, now other out-of-state experts were getting involved with other specs.

 

To make a long story short, it came to my attention that the concern that [redacted] was really presenting was not whether or not the tile will stay adhered, but with the aestethics of the project. I was unaware of when they would fly in and out of town and I knew they were busy, so getting together in person was a challenge and didn't always work to go over the project. [redacted] sent an email on Sunday, 3/2/14 to cease all work. I responded on the same day and mentioned that I would call her the next day, Monday. We stopped work and she mentioned that she would be traveling with no cell reception. I heard back on 3-9 and again reconfirmed that I was willing to have a 3rd-party come look at the project on their behalf since they were busy.

 

I realized that what [redacted] really wanted was the existing pool to be brought to the kind of perfection we would normally do with a new pool. That kind of detail work was not in the original bid, however I was willing to discuss with them. I wanted to meet on-site to go over what we needed to do to make that happen. I know that they were busy with their business at this time and frustrated, but I think that they were surprised that I was willing to do what needed to be done to make it right - to the extent of re-ordering the glass at my expense.

 

[redacted] at this time scheduled [redacted] out of [redacted] and [redacted] out of California to come in and look at the project. I met with them on-site on March 18th, with my installer. Currently, [redacted] is acting as a mediator since they do not have time to handle it personally. I have had hours of discussions with [redacted] over the past weeks and have provided all the necessary paperwork requested to assist in moving the process forward. Once [redacted] understood that I was not going to walk away from doing the right thing, he has worked at coming up with a solution.

 

Here is the jist of the matter: Neither of us discussed from the beginning what the expectations were to be for how the glass was to look. I take the responsibility for that and am working at fixing it. My installer and I are more than willing to strip all the tile and re-do it, however at this point I am being told that I cannot do that and instead have to use someone else I have not worked with before ([redacted]).

 

Currently, we are working through the details and I believe [redacted] was going to be speaking with the [redacted] this weekend. I will keep you posted on how it is moving forward as I get the details. You asked for emails showing communication between myself and the [redacted], I will send that shortly. If you have any questions, please feel free to call me or reply.

Thanks for your time,

After getting several other bids for our backyard remodel, we decided to go with Brandenburg pool, as they not only understood our vision, but also contributed ideas we hadn't even thought of and presented an artist rendering that allowed us to visualize the finished concept. Dave and Pam held our hand during the entire process and delivered the finished product we were looking for. If you're looking for quality work backed by integrity, look no further than Brandenburg!

Brandenburg recently completed work on our pool which included, new pebble-tec, waterline tile, and remodeling and tiling of our water feature. All the work has been very high quality. The saleswomen exceeded our expectations with her guidance designing the new water feature. When installation complications occurred Brandenburg recognized and corrected the problems for a flawless completion. The project took longer than expected but the results are terrific.

As a Real Estate Professional with a 25 years of experience, I can say without hesitation that Brandenburg Pool and Outdoor is THE BEST pool contractor in the Valley! Look no further! They consistently demonstrate attention to detail with a relentless pursuit for the highest level of quality that always provides the ultimate level of customer service!

Wanted to send in a comment on behalf of Brandenburg Pools. I have had a number of opportunities to work with them over the past several years and have to say that each experience I've had with them has been excellent. Over the years the scope of each project has been different-from very minor to a major complete pool and backyard remodel that needed to be executed in a very tight space and they managed to work within the constraints and turn out a beautiful end result. With each project they have been extremely professional, very creative and wonderful to deal with. From top to bottom their staff has been exactly the same. I would not hesitate in the future to employ their services again.

Working with the Brandenburg team has been a great experience for myself and for my clients. As a construction manager, it is easy for me to recommend Brandenburg for all Pool construction and remodel needs as well as for all landscaping needs. They are truly a one-stop-shop with a knowledgeable and experienced team that really listens to clients and is driven by excellent customer service and quality. I appreciate all that you and your team does Dave.

Brandenburg Pool did a fabulous job resurfacing our pool and deck and addressing drainage issues. Dave gave us plenty of time and expertise as we made decisions. Our project manager, John C[redacted] was attentive and communicated frequently about progress. All the crews were polite and hardworking.

Review: Inferior workmanship installing glass tile in my swimming pool. Lack of professional, licensed supervision over unskilled labor. Failure to correct defective sub-par installation of tile after being notified of the issue and admitting the quality was not acceptable.Desired Settlement: Licensed and skilled installers be hired to correctly repair faulty tile installation and to complete installation of glass tile according to manufacturers recommended procedures and industry standards at no additional cost to me in a reasonable time frame. That installers refrain from littering my property with their lunch wrappers and food scraps.

Business

Response:

This project was a renovation that involved taking an existing plaster pool with [redacted] decking around the pool and on the patio with a large natural rock waterfall to have all the plaster chipped out, [redacted] removed and waterfall rocks demolished so that we could install a new [redacted] glass interior in the pool with an architectural wall on the back of the pool that would have a custom glass tile mosaic installed on it with all new special ordered imported [redacted] tile for the decking.

Brandenburg Pool was recommended by friends to refurbish our 20 year old pool and spa. They redesigned the structure, resurfaced the walls, and updated the

mechanicals. From beginning to end, including design and style, they performed amazingly. Project management was stellar. They kept to their schedule and maintained regular contact with us so we would know exactly what was happening. We would recommend them unequivocally. They are very professional - a class act. Brandenburg was a perfect match for our exacting standards and high expectations. They definitely over delivered at every stage of the project.

Dave and his team made our vision a reality! From the design phase through execution and follow up, we could not have been more pleased. This was our first outdoor/pool project in AZ, having moved here recently from the Northeast. We were complete novices and the personal attention that Dave's smaller firm provides was key. Team Brandenburg could not have been more patient and professional. They helped design and coordinate the entire outdoor living area, including the pool design, decking, fire pit and BBQ, and landscaping. They kept to the budget and the timetable. The quality of the final product is evident and all the small fixes were handled quickly and easily. When you hire Dave, you trust you have a partner for the life of the pool. We highly recommend Brandenburg Pool with no hesitation.