Complaint: [redacted]
I am rejecting this response because:[redacted] is not telling the truth. I have asked him many times, starting not even a month after he was done with the job, to go back and fix the cracks. I was told to wait after rain season. Then I was told he was busy with other jobs. He kept potting it off. Finally, after many emails and texts, [redacted] went to try to repair the cracks, but then I was told he could not find matching color. He did do some repairs, but as you can see from the pictures that I have attached, the cracks are still there. I continued to text [redacted], but he told me I was harassing him and he stopped communicating and that is why I filed the complaint. Pool repair professionals will testify that the work [redacted] did is very bad.
Regards,
[redacted]
Hello & good day to whom it my concern.First off, Brothers Pools apologizes to this customer. Simply because we want all customers to be satisfied with our work. As the owner of the company, I made sure all of the work was done as requested by the customer. On 6/6/2015 I took the time out...
to explain how the customer would need to remove the whole deck around the entire pool & that the customer needed to go with a different aggregate due to ground movement. The customer asked, "How would I know if the deck would move again after the repairs." It was simple. The customer's pool is built above the yard and all the sand is shifting towards the low spots in the customer's yard. Hence why the old & new deck was pulling up & away from the customers pool's bond beam & towards the slopes of the customer's yard. I also explained to the customer that there is a cantilever deck attached to the pool's bond beam on the customers pool. This means the deck is poured with rebar that is bent out of the bond beam(shell) of the pool. So for it to pull away from the rebar & the bond beam as the pictures show, then surely it would pull away & move the new deck again. I suggested the customer remove the whole deck & add copping stone to the bond beam & add a pea gravel walk way around the pool instead of pouring new concrete all the way around the pool. The customer insisted that the customer already had a bid for the damaged 30ft of decking around the shallow end of the pool and my ideas were way to expensive for a house that the customer was trying to get out of by selling it. I then stated we needed to pour a footing on the outside perimeter of the new deck so that the new deck could sit on the footing instead of sand. That would just shift like the old deck did due to the pool being higher then the customers yard. I also stated that we could drill into the footing on the out side perimeter of the deck as well as the inside perimeter where the bond beam is to add more strength to the new deck so it wouldn't pull away from the bond beam so easily. Once again I was told that the customer already had a bid for the damaged 30ft of decking around the shallow end of the pool and my ideas were way to expensive for a house the customer was trying to get out of by selling it. On 6/8/2015 I was ready to saw cut the 30ft of deck at the shallow end of the pool. Between 6/16/2015 and 6/20/2015 I removed the old 30ft of decking at the shallow end of the pool. On 6/25/2015 I add the forms and road base in the forms to get started pouring the concrete. At this point on 6/26/2015, I stated to the customer that I was going to pour the new section of the 30ft deck in 6 small slabs. This way they all could move separately from each other. Since the customer did not want to add the footing nor the extra rebar to the new 30ft of deck. After the deck was poured by 6/29/2015. The customer noticed the expansion joints. I stated after we spray the deck, the expansion joints would look nicer. The customer stated that all of the expansion joints around the pool needed to look the same as well as the cracks in the deep end part of the deck. I explained that this was not a good idea due to ground movement but the customer wanted them covered and sprayed over as one whole looking deck. The customer wanted to make sure that we were removing the old top surface of the deck & repairing the cracks in the deep end part of the deck before covering & spraying the new paint over lay. So I recommended that the customer be present the day of prepping and spraying of the deck. On 7/10/2015 My crew asked me in front of the customer, "Are you sure the customer wants us to cover & spray over the expansion joints?" So one more time I gave the customer the opportunity to say what she wanted after telling the customer again, "That the expansion joint would crack. Even if covered & sprayed over." The customer stated that all of the expansion joints around the pool needed to look the same as well as the cracks in the deep end part of the deck covered and sprayed over as one whole looking deck.So once again I did as the customer requested.After completion on 7/30/2015 of the whole job. The tenants called me on the date of 9/22/2015 to come take a look at the plaster on the pool. At this point the customer was not taking care of the pool nor was the equipment running properly. So I changed out some of the equipment & instructed the new tenant on how to clean the pool. The tenant spent the next year calling & texting me for advice & chemicals for the pool Which I have all the text to prov this but will not add as attachments due to numbers on personal cell phones. During this time the customer contacted me again about a Polaris & Polaris pump I told the customer what it would cost for both items. The customer stated the items were bought used off ebay & wanted to know how much I would charge just to install them. I let the customer know that this type of fix is once again not a proper type of repair & that I could not do any more work for the customer that was not done right. The customer told me once again I was to expensive & that the customer would get someone else to install it. Which from what the tenant stated, it never worked after installation.After 5 more months on 3/24/2016 I received another texted from the tenants, asking me to stop by & look at the deck. So I made time to do so. When I got there I took pictures of the whole pool deck, tile & plaster. The plaster was still having algae problems due to lack of maintenance. The deck was pulling away from the bond beam just as I stated to the customer that this would be due to ground movement & the lack of rebar & footing around the new deck. But at this time the whole deck was lifting & pulling away from the bond beam almost a whole 1/4 of an inch, due ground movement. As the pictures show. I then told the customer that we do not warrant ground movement and cracks as the warranty states.The customer has repeatedly told me it is not ground movement. But every time that I have shown the customer proof of the deep ends ground movement where we did not do any work but over spray. the customer ignores the facts & states we did not do the job right. Even thou the customer was there through out each stage of work and opted out of the footing and extra rebar or the other ideas I have stated in this letter. At this point the customer stated she was kicking out the tenants I was helping and wanted to sell the house. It was becoming to much of an expense. I told the customer as soon as the tenants were moved out & the customer was ready try to sell the house again I would come & try to make everything look presentable. On 7/13/2016 I went & repaired the cracks. I also offered to cut the expansion joints once again but the customer opted not to & just complained that the job wasn't done right nor that we even removed the 30ft of the deck at the shallow end. On 7/24/2016 I was threatened by the customer about being taken to court but the customer complained to the Revdex.com on 7/28/2016. As the attachments that I have provided. You can clearly see that I paid for landfill fees as well as concrete bags and other supplies used on the new deck job at this customers house as well as the dates of the customers complaints are not accurate.Once again Brothers Pools apologizes that this customer is not happy. but we did everything the customer asked for & gave the customer more than enough chances to pay the right amount of money to fix the job correctly the first time.Sincerely,[redacted]Owner of Brothers Pools
To whom it my concern.Brothers Pools once again would like to apologize for this customers unhappiness. As stated in the previous email we did everything the customer wanted and approved of. We also have given the customer opportunity to allow Brothers Pools to fix the concerns that the customer has but the customer has declined our offer. As stated before the customer decking is craking every where due to ground movement. Including on the side of the deck & walk way where Brothers Pools did not do any structural work to it. Which the pictures that were taken can prove.The customer wanted the expansion joints covered to create uniformity across the whole deck. This is where some of the cracks are taking place, where the cold joints exist. In this matter we can not issue a refund on work that the customer asked for and sign of on. Once again Brothers Pools apologize for any misunderstanding with this project.Thank you as alwaysBrothers Pools
Complaint: [redacted]
I am rejecting this response because:[redacted] is not telling the truth. I have asked him many times, starting not even a month after he was done with the job, to go back and fix the cracks. I was told to wait after rain season. Then I was told he was busy with other jobs. He kept potting it off. Finally, after many emails and texts, [redacted] went to try to repair the cracks, but then I was told he could not find matching color. He did do some repairs, but as you can see from the pictures that I have attached, the cracks are still there. I continued to text [redacted], but he told me I was harassing him and he stopped communicating and that is why I filed the complaint. Pool repair professionals will testify that the work [redacted] did is very bad.
Regards,
[redacted]
Hello & good day to whom it my concern.First off, Brothers Pools apologizes to this customer. Simply because we want all customers to be satisfied with our work. As the owner of the company, I made sure all of the work was done as requested by the customer. On 6/6/2015 I took the time out...
to explain how the customer would need to remove the whole deck around the entire pool & that the customer needed to go with a different aggregate due to ground movement. The customer asked, "How would I know if the deck would move again after the repairs." It was simple. The customer's pool is built above the yard and all the sand is shifting towards the low spots in the customer's yard. Hence why the old & new deck was pulling up & away from the customers pool's bond beam & towards the slopes of the customer's yard. I also explained to the customer that there is a cantilever deck attached to the pool's bond beam on the customers pool. This means the deck is poured with rebar that is bent out of the bond beam(shell) of the pool. So for it to pull away from the rebar & the bond beam as the pictures show, then surely it would pull away & move the new deck again. I suggested the customer remove the whole deck & add copping stone to the bond beam & add a pea gravel walk way around the pool instead of pouring new concrete all the way around the pool. The customer insisted that the customer already had a bid for the damaged 30ft of decking around the shallow end of the pool and my ideas were way to expensive for a house that the customer was trying to get out of by selling it. I then stated we needed to pour a footing on the outside perimeter of the new deck so that the new deck could sit on the footing instead of sand. That would just shift like the old deck did due to the pool being higher then the customers yard. I also stated that we could drill into the footing on the out side perimeter of the deck as well as the inside perimeter where the bond beam is to add more strength to the new deck so it wouldn't pull away from the bond beam so easily. Once again I was told that the customer already had a bid for the damaged 30ft of decking around the shallow end of the pool and my ideas were way to expensive for a house the customer was trying to get out of by selling it. On 6/8/2015 I was ready to saw cut the 30ft of deck at the shallow end of the pool. Between 6/16/2015 and 6/20/2015 I removed the old 30ft of decking at the shallow end of the pool. On 6/25/2015 I add the forms and road base in the forms to get started pouring the concrete. At this point on 6/26/2015, I stated to the customer that I was going to pour the new section of the 30ft deck in 6 small slabs. This way they all could move separately from each other. Since the customer did not want to add the footing nor the extra rebar to the new 30ft of deck. After the deck was poured by 6/29/2015. The customer noticed the expansion joints. I stated after we spray the deck, the expansion joints would look nicer. The customer stated that all of the expansion joints around the pool needed to look the same as well as the cracks in the deep end part of the deck. I explained that this was not a good idea due to ground movement but the customer wanted them covered and sprayed over as one whole looking deck. The customer wanted to make sure that we were removing the old top surface of the deck & repairing the cracks in the deep end part of the deck before covering & spraying the new paint over lay. So I recommended that the customer be present the day of prepping and spraying of the deck. On 7/10/2015 My crew asked me in front of the customer, "Are you sure the customer wants us to cover & spray over the expansion joints?" So one more time I gave the customer the opportunity to say what she wanted after telling the customer again, "That the expansion joint would crack. Even if covered & sprayed over." The customer stated that all of the expansion joints around the pool needed to look the same as well as the cracks in the deep end part of the deck covered and sprayed over as one whole looking deck.So once again I did as the customer requested.After completion on 7/30/2015 of the whole job. The tenants called me on the date of 9/22/2015 to come take a look at the plaster on the pool. At this point the customer was not taking care of the pool nor was the equipment running properly. So I changed out some of the equipment & instructed the new tenant on how to clean the pool. The tenant spent the next year calling & texting me for advice & chemicals for the pool Which I have all the text to prov this but will not add as attachments due to numbers on personal cell phones. During this time the customer contacted me again about a Polaris & Polaris pump I told the customer what it would cost for both items. The customer stated the items were bought used off ebay & wanted to know how much I would charge just to install them. I let the customer know that this type of fix is once again not a proper type of repair & that I could not do any more work for the customer that was not done right. The customer told me once again I was to expensive & that the customer would get someone else to install it. Which from what the tenant stated, it never worked after installation.After 5 more months on 3/24/2016 I received another texted from the tenants, asking me to stop by & look at the deck. So I made time to do so. When I got there I took pictures of the whole pool deck, tile & plaster. The plaster was still having algae problems due to lack of maintenance. The deck was pulling away from the bond beam just as I stated to the customer that this would be due to ground movement & the lack of rebar & footing around the new deck. But at this time the whole deck was lifting & pulling away from the bond beam almost a whole 1/4 of an inch, due ground movement. As the pictures show. I then told the customer that we do not warrant ground movement and cracks as the warranty states.The customer has repeatedly told me it is not ground movement. But every time that I have shown the customer proof of the deep ends ground movement where we did not do any work but over spray. the customer ignores the facts & states we did not do the job right. Even thou the customer was there through out each stage of work and opted out of the footing and extra rebar or the other ideas I have stated in this letter. At this point the customer stated she was kicking out the tenants I was helping and wanted to sell the house. It was becoming to much of an expense. I told the customer as soon as the tenants were moved out & the customer was ready try to sell the house again I would come & try to make everything look presentable. On 7/13/2016 I went & repaired the cracks. I also offered to cut the expansion joints once again but the customer opted not to & just complained that the job wasn't done right nor that we even removed the 30ft of the deck at the shallow end. On 7/24/2016 I was threatened by the customer about being taken to court but the customer complained to the Revdex.com on 7/28/2016. As the attachments that I have provided. You can clearly see that I paid for landfill fees as well as concrete bags and other supplies used on the new deck job at this customers house as well as the dates of the customers complaints are not accurate.Once again Brothers Pools apologizes that this customer is not happy. but we did everything the customer asked for & gave the customer more than enough chances to pay the right amount of money to fix the job correctly the first time.Sincerely,[redacted]Owner of Brothers Pools
To whom it my concern.Brothers Pools once again would like to apologize for this customers unhappiness. As stated in the previous email we did everything the customer wanted and approved of. We also have given the customer opportunity to allow Brothers Pools to fix the concerns that the customer has but the customer has declined our offer. As stated before the customer decking is craking every where due to ground movement. Including on the side of the deck & walk way where Brothers Pools did not do any structural work to it. Which the pictures that were taken can prove.The customer wanted the expansion joints covered to create uniformity across the whole deck. This is where some of the cracks are taking place, where the cold joints exist. In this matter we can not issue a refund on work that the customer asked for and sign of on. Once again Brothers Pools apologize for any misunderstanding with this project.Thank you as alwaysBrothers Pools