Cayman Pools

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.

Cayman Pools' response to my complaint was predictably deceptive, misinformed, and contradictory.  He states in his response that the work he performed was "above industry standards" AFTER spending 200 words detailing all the problems that've occurred, some immediately after the work was completed.  He also contends that all the needed repairs have been completed.  He has no way of knowing this since he hasn't seen the pool in two years and is simply relying on the word of his tile installer who performed much of the shoddy work in the first place.  Mr. [redacted] also states in his response that we have been "unreasonable since the beginning of the project to all involved."  To the contrary, "unreasonable" is when someone pays well over $20,000 for a pool remodel that, by Mr. [redacted]'s own admission to the Revdex.com, has cracking grout, missing grout, and blistering paint less than a year after the work has been completed.  Assuming the water feature is fixed this fall, as promised, what remains is for them to send someone out who is qualified and able to replace the missing grout with the "special" silicone along the tile line area and replace the grout along the negative edge wall.  Had this work been done properly in the first place, there wouldn't be a Revdex.com complaint on file and we wouldn't be discussing this. Any assertions by Cayman pools that this repair work has already been done satisfactorily are untrue,  notwithstanding his response to the Revdex.com.  

Regards,

Cayman Pools did a remodel only of a pool as a subcontractor for a local well respected custom home builder at this address in May of 2012 and when we finished we were told that the work looked great.  This was a remodel job of an existing pool and the items mentioned are cosmetic not...

structural.  I want to say that I completely disagree with the homeowners complaint.  I have spoken to the homeowner a minimum of five times about two (Not Three) items and have sent repairmen to address the issues, I obviously returned phone calls for this to have happened.  The first problem that I was aware of was shortly after the work was done when the homeowner let the general contractor know that there was a crack in the grout along the Negative edge and waterline.  I met with the homeowner, contractor and our tile installer and repaired the crack.  Since that time the homeowner contacted me and said that they had some grout missing and I sent my tile installer with a special silicone to repair.  There were very few holes in the grout and our installer not only filled those but spent extra time as well as money to cover the good grout so that it would match as best it could.  The second issue was that when we repaired the existing water feature we noticed that the original builder had used "Thoroseal" and gotten it all over the rocks and that it was unsightly.  We twice painted the rocks to improve the look.  Since that time the paint blistered due to the water and weather and the homeowner contacted us to let us know.  I set up a meeting between the homeowner and the subcontractor that did the work, where he volunteered to re-paint the rocks.  He was told the Negative Edge could not be shut off so he and the homeowner agreed that he would do the work in October.  These are the only issues I was made aware of and I addressed them and I feel I have lived up to the warranty.  Since the pool work was done I have returned many calls, we had numerous contractors and manufacturer meet at the job with the homeowner and the general contractor to show them that the work is above industry standards.  The homeowner has been unreasonable since the beginning of this project to all involved.Sincerely,

[redacted].

This is in response to complaint number [redacted].  We completed this project in May of 2012, shortly after it was complete we were made aware of a small crack in the grout and this is a very normal occurrence.  We responded immediately and had the crack repaired. Almost 2 years later the homeowner contacted us again and told us of 2 items that they wanted repaired.  One was blistering paint on the water feature and we sent the subcontractor out right away and he made an appointment for the repair.  The second was that there was another small grout repair.  We decided to make the repair with an expensive silicone so that it would be less likely to happen again.  As soon as it was in, we sent our tile installer up and he told us that it was a few very small areas where grout was missing.  He made the repair and also put the silicone on all the grout at an added expense so that it would match to make the homeowner happy.  The homeowner asked him to take all the grout out and replace it, this is not reasonable so we have come to a place where we feel we cannot make the customer happy.  The reason we are willing to make the repair to the water feature (Which was not part of our contract) was to resolve the complaint to the Revdex.com.

Our goal has always been to make our customers happy and to never have a complaint with either the Revdex.com or the Registrar.Thank you,

Cayman Pools

Review: Cayman Pools remodeled our pool a bit less than two years ago (they provided a two-year written warranty). There are three specific problems with workmanship that we made them aware of over a year ago and have been trying for this entire period to get them to come out and remedy. We've received multiple promises from the owner that the problems would be rectified. Those promises have all been broken. One of the issues is purely cosmetic while the other two could and may already be causing structural problems with the pool. At this point the owner, [redacted], will not even return phone calls and we can only infer that he has no intention of fulfilling his obligations under the warranty supplied by him.

He did send out one of his sub-contractors on two occasions but the sub-contractor spent about 30 minutes each time and did nothing to solve the problems.Desired Settlement: I want Cayman Pools to live up to the terms of their warranty and fix the problems with the pool. They have been paid in full and have no reason not to.

Business

Response:

Cayman Pools did a remodel only of a pool as a subcontractor for a local well respected custom home builder at this address in May of 2012 and when we finished we were told that the work looked great. This was a remodel job of an existing pool and the items mentioned are cosmetic not structural. I want to say that I completely disagree with the homeowners complaint. I have spoken to the homeowner a minimum of five times about two (Not Three) items and have sent repairmen to address the issues, I obviously returned phone calls for this to have happened. The first problem that I was aware of was shortly after the work was done when the homeowner let the general contractor know that there was a crack in the grout along the Negative edge and waterline. I met with the homeowner, contractor and our tile installer and repaired the crack. Since that time the homeowner contacted me and said that they had some grout missing and I sent my tile installer with a special silicone to repair. There were very few holes in the grout and our installer not only filled those but spent extra time as well as money to cover the good grout so that it would match as best it could. The second issue was that when we repaired the existing water feature we noticed that the original builder had used "Thoroseal" and gotten it all over the rocks and that it was unsightly. We twice painted the rocks to improve the look. Since that time the paint blistered due to the water and weather and the homeowner contacted us to let us know. I set up a meeting between the homeowner and the subcontractor that did the work, where he volunteered to re-paint the rocks. He was told the Negative Edge could not be shut off so he and the homeowner agreed that he would do the work in October. These are the only issues I was made aware of and I addressed them and I feel I have lived up to the warranty. Since the pool work was done I have returned many calls, we had numerous contractors and manufacturer meet at the job with the homeowner and the general contractor to show them that the work is above industry standards. The homeowner has been unreasonable since the beginning of this project to all involved.

Sincerely,

[redacted].

Consumer

Response:

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.

Cayman Pools' response to my complaint was predictably deceptive, misinformed, and contradictory. He states in his response that the work he performed was "above industry standards" AFTER spending 200 words detailing all the problems that've occurred, some immediately after the work was completed. He also contends that all the needed repairs have been completed. He has no way of knowing this since he hasn't seen the pool in two years and is simply relying on the word of his tile installer who performed much of the shoddy work in the first place. Mr. [redacted] also states in his response that we have been "unreasonable since the beginning of the project to all involved." To the contrary, "unreasonable" is when someone pays well over $20,000 for a pool remodel that, by Mr. [redacted]'s own admission to the Revdex.com, has cracking grout, missing grout, and blistering paint less than a year after the work has been completed. Assuming the water feature is fixed this fall, as promised, what remains is for them to send someone out who is qualified and able to replace the missing grout with the "special" silicone along the tile line area and replace the grout along the negative edge wall. Had this work been done properly in the first place, there wouldn't be a Revdex.com complaint on file and we wouldn't be discussing this. Any assertions by Cayman pools that this repair work has already been done satisfactorily are untrue, notwithstanding his response to the Revdex.com.

Regards,

Business

Response:

This is in response to complaint number [redacted]. We completed this project in May of 2012, shortly after it was complete we were made aware of a small crack in the grout and this is a very normal occurrence. We responded immediately and had the crack repaired. Almost 2 years later the homeowner contacted us again and told us of 2 items that they wanted repaired. One was blistering paint on the water feature and we sent the subcontractor out right away and he made an appointment for the repair. The second was that there was another small grout repair. We decided to make the repair with an expensive silicone so that it would be less likely to happen again. As soon as it was in, we sent our tile installer up and he told us that it was a few very small areas where grout was missing. He made the repair and also put the silicone on all the grout at an added expense so that it would match to make the homeowner happy. The homeowner asked him to take all the grout out and replace it, this is not reasonable so we have come to a place where we feel we cannot make the customer happy. The reason we are willing to make the repair to the water feature (Which was not part of our contract) was to resolve the complaint to the Revdex.com.

Our goal has always been to make our customers happy and to never have a complaint with either the Revdex.com or the Registrar.

Thank you,

Cayman Pools