Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Cascade Pool's sent an independent investigator to the site to determine how this fire started. I have attached his report, which clearly states that the BBQ pit and gas line were properly installed(this was the homeowner's used pit we installed). He determined that the cause...
was a grease fire inside the pit which burned for a good while melting the gas connection. The expert making this report was a fire chief for 15 years and has installed and repaired gas grills for many years. We have not seen any other reports that contradict his. So, not only are we not at fault, but Cascade Pools and our Master Plumber (who by the way has many years of gas experience) have agreed to repair the damages and buy them a brand new BBQ pit. I'm not sure why he filed this complaint against us before finding out what really happened. We responded immediately upon hearing about the incident, had it inspected the next day and the following day had worked out a solution.
We are the oldest pool company in the Austin area, because we all work very hard everyday to take care of our customers. And we will do that for Mr [redacted] if we will just give us a chance to.
I was informed from our client in January 2015 about the failed repair that was done a few years ago. I asked why I was just now being informed and he said he had moved to Colorado and had put this issue on the back burner. Since we do not keep old files I asked him to send his...
contract so I could present it to the gunite company that did the work for warranty and insurance. He said he would sent it, Ive asked for it several times thru text and voice mail. Most recently March 24. I still have not received it. Not sure if he's not getting my messages but I I'm not getting any messages from him. I have been to his pool three times since we spoke and have some questions and want to go over the method of repair with him. I have met with the company that supplied the gunite , they are prepared to remedy the previous repair. My last message to the client was to call me because I've talked to the gunite company. We need access to the property. The automatic gate is always closed and I do not have the code to get in. I've had to jump over the fence the last couple times I was there. He also told me he would like a time frame so he could notify his renters and our method of repair, this is why we need to talk before repair is started. Cascade Custom Pools has a very long history of repairing warranty related and non warranty related issues. We are ready to start this repair and have our permits in order, I would like to talk to my client before we get started.If he would like I can foward previous messages I have left. Sincerly'
[redacted]
Complaint: [redacted]
I am rejecting this response because: I contacted the company numerous times starting immediately after completion of the pool. the rock column covering the pool light switch was just built on top of the grass/lawn and immediately starting falling over. the coping was not finished the same all around the pool. the decking was built on the ground with no support and started cracking a moving soon after completion of the pool. after the pool shell cracked the first time, the replaster job was horrible and made some of the jets hard to adjust and the shallow area fountain jet was not perpendicular. the plaster finish was much rougher than the original and abraded kids skin when using the pool. the water piping under the pool was not placed in sand and started cracking allowing pool water to leak into the soil. at the point that I had to quit using the pool, it was taking about 1 thousand gallons a day to keep it full. The ground around and under the pool was pointed out to [redacted] that it was clay and needed to be considered during the construction of the pool. He told me that he knew what he was doing. the ground was not treated as other pool companies had said would have to be done to stabilize the ground, or the pool would not last. within 1 year the pool was about 2 inch out of level and when full at one end it did not hit the return at the other. When the pool was turned over to me, I assumed that Cascade had closed all permits with the City, but they were not. This was discovered last year when I refinanced the house. [redacted] has been in touch with [redacted], my appointed representative for the repairs and [redacted] has the gate code and has contact with all the renters for access, etc. I gave up years ago after placing call after call to Cascade with no response.
Regards,
[redacted]
As I've said before, the first time I or my office was notified about the failed repair was a few months ago. According to him the failed repair happened several years ago and he didn't mention it to me because he had moved to Colorado and was listing his property for sale hoping a commercial developer would buy and redevelop it. He actually told me he had just got busy in Colorado and put the pool on the back burner. His representative even told me he was known for doing just that ( putting issues on the back burner).We applied for the necessary permit within weeks. It usually takes 6 - 8 weeks or longer to obtain permits. He claims he has a unconditional written lifetime warranty on his pool, we have no record of that and I told him that, he said he would send me a copy of it. He never has. We've build hundreds of pools over the last 33 years , none of them having a lifetime warranty. He has a standard three year warranty. Note sure of any product that has a lifetime unconditional warranty. Because he waited so long ( several years) to notify us about the failed repair, I told him it would take some time to meet and discuss the repair with the subcontractors and do it under warranty. As I've said before we are willing to make this repair,if we were not we wouldn't of spent the time and money to obtain the necessary permits earlier in the year. Our permit was issued 3/3/2015 from the city of Austin. It's imperative that we speak and agree on the method of repair and have him authorize it. I also need to to speak to him about his existing electrical and some plumbing issues along with him bringing his fence ( build by a third party) up to code. His representative cannot answer these questions. I cannot finalize the permit until this is resolved. I've told his representative this many times and have asked him to have him call me. I have several phone and text records of me trying to communicate with him. The most recent one, a voice mail three weeks ago. I'm easy to get in touch with, I have a full staff of office workers 8 hours a day 5 days a week along with email and cell phone. I have no phone, email or text messages from him. It's very frustrating. If he has phone, text or email records, please forward . I can do the same. We constructed this swimming pool in the same manner we have been building pool with similar soil conditions ( some in his neighborhood) for over 33 years. We are known for building some of the most complex swimming pools in the industry. It's evident in all the national and regional rewards we win yearly.The central Texas drought we've been experiencing has had a huge effect on concrete slabs, driveways, streets and swimming pools. Ask any structural engineer. His driveway is next to his pool and has hugh cracks. We didn't build his driveway or all the other cracked ones in his neighborhood along with cracked streets and sidewalks. But we are and have always gone out of our way to correct pool related issues weather it's under warranty or not. Thats just one of the many reasons we have the highest rating with reviews and the Revdex.com. It appears that when he moved to Colorado he abandoned the swimming pool that needed attention and matters just got worse. No different than driving your car with the engine light on for years and expecting it to go away, and then ask warranty for a full refund. My suggestion is let us move forward with the repair, come up with a fair financial agreement or go to mediation . If he doesn't want to speak with me, someone who represents him needs to be able to answer our questions and have the authority to approve our method of repair, his last representative wouldn't or couldn't do it. I'm ok with working with him if it's easier for both parties. Sincerely , [redacted] Office-###-###-#### Cell-###-###-#### Fax-###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Cascade Pool's sent an independent investigator to the site to determine how this fire started. I have attached his report, which clearly states that the BBQ pit and gas line were properly installed(this was the homeowner's used pit we installed). He determined that the cause...
was a grease fire inside the pit which burned for a good while melting the gas connection. The expert making this report was a fire chief for 15 years and has installed and repaired gas grills for many years. We have not seen any other reports that contradict his. So, not only are we not at fault, but Cascade Pools and our Master Plumber (who by the way has many years of gas experience) have agreed to repair the damages and buy them a brand new BBQ pit. I'm not sure why he filed this complaint against us before finding out what really happened. We responded immediately upon hearing about the incident, had it inspected the next day and the following day had worked out a solution.
We are the oldest pool company in the Austin area, because we all work very hard everyday to take care of our customers. And we will do that for Mr [redacted] if we will just give us a chance to.
I was informed from our client in January 2015 about the failed repair that was done a few years ago. I asked why I was just now being informed and he said he had moved to Colorado and had put this issue on the back burner. Since we do not keep old files I asked him to send his...
contract so I could present it to the gunite company that did the work for warranty and insurance. He said he would sent it, Ive asked for it several times thru text and voice mail. Most recently March 24. I still have not received it. Not sure if he's not getting my messages but I I'm not getting any messages from him. I have been to his pool three times since we spoke and have some questions and want to go over the method of repair with him. I have met with the company that supplied the gunite , they are prepared to remedy the previous repair. My last message to the client was to call me because I've talked to the gunite company. We need access to the property. The automatic gate is always closed and I do not have the code to get in. I've had to jump over the fence the last couple times I was there. He also told me he would like a time frame so he could notify his renters and our method of repair, this is why we need to talk before repair is started. Cascade Custom Pools has a very long history of repairing warranty related and non warranty related issues. We are ready to start this repair and have our permits in order, I would like to talk to my client before we get started.If he would like I can foward previous messages I have left. Sincerly'
[redacted]
Complaint: [redacted]
I am rejecting this response because: I contacted the company numerous times starting immediately after completion of the pool. the rock column covering the pool light switch was just built on top of the grass/lawn and immediately starting falling over. the coping was not finished the same all around the pool. the decking was built on the ground with no support and started cracking a moving soon after completion of the pool. after the pool shell cracked the first time, the replaster job was horrible and made some of the jets hard to adjust and the shallow area fountain jet was not perpendicular. the plaster finish was much rougher than the original and abraded kids skin when using the pool. the water piping under the pool was not placed in sand and started cracking allowing pool water to leak into the soil. at the point that I had to quit using the pool, it was taking about 1 thousand gallons a day to keep it full. The ground around and under the pool was pointed out to [redacted] that it was clay and needed to be considered during the construction of the pool. He told me that he knew what he was doing. the ground was not treated as other pool companies had said would have to be done to stabilize the ground, or the pool would not last. within 1 year the pool was about 2 inch out of level and when full at one end it did not hit the return at the other. When the pool was turned over to me, I assumed that Cascade had closed all permits with the City, but they were not. This was discovered last year when I refinanced the house. [redacted] has been in touch with [redacted], my appointed representative for the repairs and [redacted] has the gate code and has contact with all the renters for access, etc. I gave up years ago after placing call after call to Cascade with no response.
Regards,
[redacted]
As I've said before, the first time I or my office was notified about the failed repair was a few months ago. According to him the failed repair happened several years ago and he didn't mention it to me because he had moved to Colorado and was listing his property for sale hoping a commercial developer would buy and redevelop it. He actually told me he had just got busy in Colorado and put the pool on the back burner. His representative even told me he was known for doing just that ( putting issues on the back burner).We applied for the necessary permit within weeks. It usually takes 6 - 8 weeks or longer to obtain permits. He claims he has a unconditional written lifetime warranty on his pool, we have no record of that and I told him that, he said he would send me a copy of it. He never has. We've build hundreds of pools over the last 33 years , none of them having a lifetime warranty. He has a standard three year warranty. Note sure of any product that has a lifetime unconditional warranty. Because he waited so long ( several years) to notify us about the failed repair, I told him it would take some time to meet and discuss the repair with the subcontractors and do it under warranty. As I've said before we are willing to make this repair,if we were not we wouldn't of spent the time and money to obtain the necessary permits earlier in the year. Our permit was issued 3/3/2015 from the city of Austin. It's imperative that we speak and agree on the method of repair and have him authorize it. I also need to to speak to him about his existing electrical and some plumbing issues along with him bringing his fence ( build by a third party) up to code. His representative cannot answer these questions. I cannot finalize the permit until this is resolved. I've told his representative this many times and have asked him to have him call me. I have several phone and text records of me trying to communicate with him. The most recent one, a voice mail three weeks ago. I'm easy to get in touch with, I have a full staff of office workers 8 hours a day 5 days a week along with email and cell phone. I have no phone, email or text messages from him. It's very frustrating. If he has phone, text or email records, please forward . I can do the same. We constructed this swimming pool in the same manner we have been building pool with similar soil conditions ( some in his neighborhood) for over 33 years. We are known for building some of the most complex swimming pools in the industry. It's evident in all the national and regional rewards we win yearly.The central Texas drought we've been experiencing has had a huge effect on concrete slabs, driveways, streets and swimming pools. Ask any structural engineer. His driveway is next to his pool and has hugh cracks. We didn't build his driveway or all the other cracked ones in his neighborhood along with cracked streets and sidewalks. But we are and have always gone out of our way to correct pool related issues weather it's under warranty or not. Thats just one of the many reasons we have the highest rating with reviews and the Revdex.com. It appears that when he moved to Colorado he abandoned the swimming pool that needed attention and matters just got worse. No different than driving your car with the engine light on for years and expecting it to go away, and then ask warranty for a full refund. My suggestion is let us move forward with the repair, come up with a fair financial agreement or go to mediation . If he doesn't want to speak with me, someone who represents him needs to be able to answer our questions and have the authority to approve our method of repair, his last representative wouldn't or couldn't do it. I'm ok with working with him if it's easier for both parties. Sincerely , [redacted] Office-###-###-#### Cell-###-###-#### Fax-###-###-####