Cookie Cutter Pools

Cookie Cutter Pools was notified of the fire AFTER the complainant had already received compensation from her fire insurance companyCookie Cutter Pools has not been refusing to cooperate with the complainant's insurance companyThere have been several communications with the complainant's insurance company since we were notified of the fireCookie Cutter Pools was fully insured at the time of the fire and the claim has been submitted to Cookie Cutter Pools insurance company for investigation and processingCookie Cutter Pools has been in communication with there own insurance company and emails sent as recently as this month (July2015) attempting to resolve this claim have included a "cc" to the complainant's insurance company

We are writing to the respond to the above referenced complaint that was submitted to the Revdex.com on 3/22/We would like to provide additional details that have been omitted from the complaint as well provide an explanation of the actions recently taken to address the repairs.Complaint: "In a nutshell, Cookie Cutter Pool has not finished a project they started in May of 2013...after a slow construction phase that lasted from May to September..."CCP Response: CCP began working with the complainants on the pool concepts and design late July however the commitment to CCP to construct the pool was not made until early AugustThe construction contract for the pool project was signed by the complainant and CCP on August 2, 2013, the building permit was issued on August 20, 2013, and the pool was plastered and filled with water on September 27, The project was completed in less than days from contract signature and days from issuance of building permitTo our knowledge and per information in the complaint, the pool and spa have been filled with water and in use from late September to February The issues brought up in this complaint are warranty issues that occurred after the project was completed.Complaint: "After months of continued badgering, [redacted] finally took some actionIt wasn't the action I expected...he decided to install an underground retaining wall." "In late February 2015, he totally destroyed my backyard for a second timeThey dug the trench and left it for months." CCP Response: The land behind the complainant's pool slopes towards the poolIn January CCP suggested that the complainant install a rock drainage system at the edge of the concrete to divert water around the pool so that water does not get under the pool and cause structural damage and additional cracks in the plasterCCP also proposed building a retaining wall along the back of the pool (where the land slopes toward the pool) to keep the soil pressure from the slope from pushing against the pool and causing structural damageThe reason for the retaining wall was explained to the complainant and the complainant did not object nor refuse to allow the additional work to be doneCCP was under no obligation to take this pre-cautionary measure and built the retaining wall at no cost to the complainant (approximately $cost to CCP)Construction on the retaining wall began the last week of February and the cement/gunite wall was poured on May 4, resulting in approximately a month construction time frame, not months as reported by the complainantThe complainant continued to have full use of the pool and spa during the construction of the retaining wall.Complaint: "Now we had a huge graduation party that was being held in our once landscaped yard coming up and mounds of dirt still everywhereWe battled with them to fill in the topsoil to get our yard somewhat flat prior to my daughters graduation party but Cookie Cutter delayed so much I was forced to install sod days prior to her graduation partyOnce again I wanted to enjoy the pool for the summer and delayed further pestering until that fall."CCP Response: The complainant was concerned that he would not have time to plant grass prior to the party and asked CCP if they could help outOn May 14, CCP wrote a check to the complainant had full use of the pool ans spa and had grass in time for the graduation party.Complaint: "Early February a worker came by to repair the auto-fill that was damage years priorHe drained the pool to install the new componentsThe draining caused him to delay the auto-fill, so we waited again for weeks for him to returnHe did install the new auto-fill in my lawnAt the time the pool was drained we were assured the auto-fill and crack repair would be done in a week of Now it is almost months later and my pool still sits empty with a hole drilled in the side of it prevent me from refilling it for use."CCP Response: The first visit in February was for the purpose of draining the pool so that the auto-fill could be repaired and the cracks in the plaster could be evaluated in order to determine the best way to repair the cracksIt would be impossible to repair the pool or assess the damage while the pool was filled with waterThe complainant indicates that he has heard every excuse in the book as to the reason for the delays, however in construction delays due to the weather are real and they impact businesses ability to respond quickly during rainy weather as well as once the rain stops due to high demand for services when the rain stopsSo while CCP drained the pool early in February to begin the necessary evaluation and repairs the Vacaville area had almost inches of rain in February and another inches of rain in March that impacted CCPs ability to schedule outside consultants to look at and evaluate the cracksComplaints: "So we have no pool or hot tub to enjoy...We would like to BBQ and enjoy our backyard but thanks to [redacted] and Cookie Cutter Pools, that isn't going to happen...It isn't very comforting that while I am attempting to get my $49k cesspool repaired..."CCP Response: CCP agrees that for the last one and a half months, since early February 2017, the complainants have not had use of their swimming pool or spa however this has no relevance to the ability to BBQWhile CCP certainly understands the frustration of the complainants regarding the time it has taken to complete the repairs on the pool, it would not consider the pool a "cesspool"In correspondence received from the complainant in January 2015, despite the needed repairs (cracks in plaster) the complainant writes "Once again thank you for your willingness to address and correct these issuesWe truly love our pool and your company and its contractors did do a great job." There is no question that there are repairs to be completed on this pool but it is far from a cesspool.Desired Settlement: "I want a pool! I am sitting here with an empty cracked pool a hot tub that needs to be demolished and redoneRepair all cracks in the pool and replaster both the spa and pool to matchI didn't pay $49K for a patch-work appearancePay the utility cost to refill the pool and the initial chemicals requiredAll work completed by April or refund what I paid for the poolI paid way too much to have this eye sore and have to go the gym to enjoy a swim and a soak in the hot tub!!!"CCP Response: CCP is unaware of repairs that are needed to the hot tub that would require it to be demolished and redoneAt the risk of sounding argumentative, use of a pool in Feb/Mar is limited due both the outside and water temperature in a poolit is unlikely that anyone is using an unheated pool this time of year to enjoy a swimCCP does understand the frustration around the inability to use the hot tub even if only for a little more than a monthThe last week of March CCP hired [redacted] to inspect the pool and determine the best course of action to repair the cracks [redacted] has been to the site and inspected the poolPer Leak Masters there are areas of cracking that fall under the warranty and are the responsibility of CCP to repair and other areas of cracking that are due to improper chemical useCCP has authorized Leak Masters to repair the cracks covered under the warranty (includes the area of rusting)Leak Masters has indicated they will reach out to the customer to discuss the other cracking that is due to improper chemical use to determine how they would like to handle those cracks as they are due to workmanship and are not covered under warranty, CCP will have both the pool and spa re-plasteredCCP will include start up chemicals and will reimburse the complainant for up to 14,gallons of water (upon receipt of utility bill).It is not uncommon for plaster to have small cracks for a variety of reasonsThese cracks are often harmless and do not indicate problems with the structure of the poolSometimes the cracks are more noticeable than others depending on the plaster finist is common practice to monitor the pool for a period of time to determine the impact of the cracking (cosmetic versus structural damage) and determine the need for repair/replaster.Cookie Cutter Pools agrees with the complainant that the process to repair the cracks in this pool has taken way too longThere was no way to avoid emptying the pool in order to make the repairsThe complainant has indicated that because CCP was unable to address the repairs when requested they chose to continue to use the pool during the "seasons" so that they could enjoy it....as they were able to until February which was the first time the pool was without water since it was completed in The complainant has been able to keep water in the pool and enjoy it for out of the last months despite the plaster crack repairs neededThis understandable choice to keep water in the pool by the complainant has contributed, in part, to the timing of the repairsIt was not our intent nor desire to drag the repair process outThere was work being done in between the "seasons" (the retaining wall, obtaining structural engineer report) and communication with the complainant about this workIt admittedly wasn't enough.Cookie Cutter Pools regrets that a customer who, in January 2015, loved their pool and thought highly of CCP and its contractors despite needing repair for cracked plaster now feels like they have a cesspoolWe are committed to making this pool right with the customer and completing the repairs as discussed above prior to the end of April.On a final note, while the complainant's have included the death of their dog as part of the complaint CCP does not take responsibility for this tragic deathTwisted stomach, aka bloat, is the number killer of dogs after cancer and Great Dane's (breed of the complainant's dog) have the highest incidence of bloatThere are many factors that can lead to twisted stomach and CCP does not feel that pointing fingers or trying to justify why we do not feel responsible for this tragedy is respectful to the family after their loss, especially in a public forum (this response will be public record)Should the complainant feel the need to discuss this further we would be happy to do so privatelyWe do, however, expresses sympathy to the family on the loss of their family dog in 2015.I believe the actions we have taken by contacting Leak Masters, agreeing to fix the cracks that fall under warranty, agreeing to replaster both the spa and pool, providing start up chemicals and reimbursement for water to fill the pool meets all of the complainant'e requests in the desired settlementWe intend to have this work completed prior to the end of April 2017.We will provide an update to the Revdex.com once the work has been completedWe are requesting that this response in its entirety be part of the public record regarding this complaint.if you have questions or concerns please do not hesitate to contact me.Regards, [redacted] ***PresidentCookie Cutter Pools, Inc

Factual Timeline and Correspondence: 8/30/– 7:03am: Text received from complainant requesting a monetary “concession” for breach of contract on width of poolAlthough CCP was aware of complainant’s dissatisfaction with pool size this was the first time the complainant indicated she wanted a monetary concessionComplainant indicated in the text that she would have to take legal action if we could not come to terms 8/30/– 10:50am: Another text received from complainant indicating that she needed to know if CCP was willing to agree to the proposed monetary concession and the complainant holding CCP harmless agreementComplainant indicated she would need to take action with the bond company and CSLB in addition to retaining an attorney if an agreement could not be reachedComplainant requested that an agreement in writing, on CCP contract addendum, be sent to her this same day8/30/– 12:56pm: CCP sent a text to the complainant requesting her to give us a callComplainant replied back that she only wanted communication by text moving forward8/30/– between 12:& 3:58pm – a couple of clarifying texts sent back and forth between complainant and CCP 8/30/– 1:21pm: CCP received email from Revdex.com regarding complainant filed by complainant today, 8/30/Note: CCP did not see nor open the email until after 5pm and they had already agreed to complainant’s concession8/30/– 3:58pm: CCP text complainant and indicated an addendum with complainant’s requested monetary concession would be sent via email this evening8/30/– 7:40pm: CCP emailed signed addendum to complainant9/1/– 10:41am: Complainant sent back signed addendum9/2/– 11:57am: Received a cc of an email that complainant sent to Revdex.com indicating the issue had been resolved and no further action was neededBased on the facts provided above, the complainant prematurely submitted her complaint and desired settlement to the Revdex.comWhile the text from the complainant indicated she wanted an addendum in writing on 8/30/she did not give CCP the opportunity to comply with her request prior to submitting the Revdex.com complaint and a [redacted] complaintCCP agreed to the requested resolution without regard to the Revdex.com or [redacted] complaint as we were not even aware of them at the time we accepted the complainant’s proposed monetary concessionWe would also like to go on record and point out that both complaints to the Revdex.com and [redacted] represent the experiences and opinions of less than 2% of our customers leaving 98% unrepresentedThe complainant indicated it was not fair to the customers and that CCP was taking advantage of people and should be held accountable or quit the businessWhile CCP would like ALL customers to be happy and satisfied we understand that there will be those that we are not able to resolve the difference but no business should be judged based on the experiences of less than 2% of their customer baseWe have been able to resolve our differences with this complainant and are appreciative that she removed her [redacted] complaint and provided a letter to the Revdex.com indicating the matter had been resolvedWe have moved forward with construction and hope that should there be other issues that arise that they will be handled satisfactorily

I am rejecting this response because:While I am grateful that [redacted] and Cookie Cutter Pools has returned to finish our pool, I do not accept his reasoning for the delays He abandoned work on our pool from May (it was suppose to be done around the end of May) until the beginning of July when I finally figured out to submit this complaint and get his attention He ignored all our phone calls and texts up until this time Not only was our sewage trap left broken which could have caused a backup to the whole house but our sprinklers were broken to both back and front killing our plants, our drainage was ripped from the house as well as electricalTrash was left all over the proper You certainly don't guess that people our going to come back and have a total disregard for your property like thatHad they been working on the pool during this time, I wouldn't be so upset If someone had bothered to talk to me and explain that they were super behind and give me a time schedule instead of keeping us hoping that maybe the pool could be done before this guest came or that guest came...but no...there was no communication whatsoever and we were left guessing and hoping that we actually might have a pool by summer's end I made no changes to the pool that have affected the timing in any great way I have only clarified what is to be done beforehand because the plan was so unclear from the beginning [redacted] spent very little time hashing out any details and left so many things to chance For someone who has been building pools for so long, one would think you would learn to plan ahead and learn to anticipate the homeowner's needs!!! Particularly like the need for a drain when you are installing a retaining wall The only major change we are making is to the hot tub which comes up to my years old daughter's chin [redacted] 's solution is to have his tile guy throw in some cement to build up the one bench instead of pouring gunite which won't take more than a day So as it stands, my pool still isn't done I don't have a timeline No one is working outside now There's still trash in my pool that blows into my front yard every time the wind blows!! I'd like to leave this complaint open until we are swimming and I wish it was before it got coldI do need to add that the travertine looks amazing on the stairs!

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

When we learned that the pool was leaking we began scheduling people to go out and assess and fix the leak We performed the following:1- checked the skimmer, no leak detected2-tested the plumbing pipes - no leak detected3-checked the waterfall -sealed4-checked the plaster fittings5-checked the auto fill - sealedThe pool leak has been addressed and all needed repairs have been finished

The pool contract was signed on February 8, The permit was turned in on March 1, and issued on March 17, Because of inclement weather in March and April work progressed very slowly for all pool projectsIn May we were able to get moving again causing us to be a couple of months behind schedule.Specific complaints included:I do not come out to the jobsiteI came by the site weekly and have been or spoken with her on several occasionsThe contracted workers are fighting over what happens nextThe contracted workers were not fighting over what happens next rather Mrs [redacted] was fighting with them and telling them where and how to tileI can provide affidavits from the sub-contractors that speak to Mrs [redacted] 's behaviorStone was placed on the walls before the concrete decking was installedOur tile man had to leave because of her screaming and trying to instruct him on how to do his jobThe tile company said they didn't know what to do as she constantly wanted it changedDamage to sewage lines, sprinklers, etcSewage trench, sprinklers, and misc underground utilities are not our responsibility as signed in the contract on page We talked with her about this early on in the projectWe abandoned the projectWe never abandoned work, our problems stemmed from Mrs [redacted] being unable to make decisions and act like it is our responsibility to know what she wantedOur concrete crew (MD Concrete) worked with her for over days trying to get a color and texture and was unable to satisfy herWe hired Diamond Pools to work with her and they could not satisfy her eitherMr [redacted] called and asked if he could have another contractor of her choice pour the decking - which had previously been formed, an expense that I had incurredI said that would be fine and told him to have her guy give me the invoice and I could pay them directly or they (the [redacted] s) could pay and deduct this amount from Draw #Spa bench was too deep and cement was just thrown in the bottomWe changed the depth of the spa bench at her request and cement was not "just thrown" in the bottomThe bench was changed to accommodate Mrs [redacted] 's request and rather than being grateful she criticized the manner in which the change was doneThe work was done in a professional manner and has no negative impact on the use of or aesthetic appearance of the spaDelays in pool constructionAs indicated previously there have been delays due to changes requested by the [redacted] sChanges to construction plans can cause delaysWhile the work related to Mrs [redacted] s several changes to the steps and stone work did not cause much time delay the time it took her to make the decision is what slowed or stopped the project at times.Whenever Mrs [redacted] wanted changes we worked to accommodate her; we built a small cabo bench instead of steps & changed the coping to her satisfactionRather than being appreciative for working with her and making the changes as she requested she claimed the only reason for the change was because we did it wrong.This has been a difficult project at bestThe [redacted] s, specifically Mrs [redacted] has been oppositional and combative throughout the project which has caused difficulty in keeping workers on the jobDespite this we have made requested changes and accommodations in order to move the job forward and please the customer but have been unable to keep the [redacted] s satisfiedThe [redacted] s have less than weeks of work to be done to complete their pool project but refuse to pay the amount due per their contract (approximately $10,000)While I am committed to customer service and willing to work with customers to resolve differences I cannot be expected to run my business or finish work without receiving the money that is legally owed to meIt is within my right to collect the amount owed for services rendered thus farThe quality of this product is A+.While the [redacted] s believe that I have abandoned the job, the reality is that I have stopped work due to non-payment/breach of contractAs stated in my letter dated October I am as eager to complete this pool project as the [redacted] s and am willing to resume work once I receive a check for the 4th draw minus the amount paid for concrete

We are responding to the above reference complaint sent in by [redacted] .We are going as fast as we can to complete Ms [redacted] construction projectMs [redacted] has made numerous changes and untimely decisions which has contributed to the construction delaysWe have accommodated Ms [redacted] requested changes throughout the construction process and have made changes without the customary charges that would normally be associated with such charges.Per the contract, which Ms [redacted] has signed we do not fix underground utilities (sewage trap)We have informed her of this as well.If Ms [redacted] does not request any additional changes we anticipate that the project will be complete within the next weeks.Please feel free to contact me if you have further questions or concerns

I am rejecting this response because: the plaster company found the leak was coming from the auto fill basket. We were told by the plaster company that they would put a temporary fix on the leak, however it would need to be repaired. The basket leak has not been repaired.

Review: I have left 6 voice messages and called over a dozen time over a 2 week period trying to reach cookie cutter pools to replace a pool sweeper, warranty item. They do not answer phones nor return calls so I have no choice but to go out a pay out of pocket for an item covered under warranty stated in my contract. My complaint is of bad customer service, breach of contract, and therefore refusal of replacing a warranty item.Desired Settlement: I would like my pool sweeper that is covered under warranty to be replaced as stated in contract.

Business

Response:

We are responding to the above reference complaint sent in by [redacted]. When we received a text from Mrs. [redacted] we responded within 3 or 4 days. We checked her vacuum as well as the vacuum hose. Both were working as they should be. All of these items were in perfect working condition. Subsequent to our first visit Mrs. [redacted] filed a complaint and alleged that no one had responded to fix her vacuum. I personally went to her house a second time and tested the vacuum myself and it was working perfectly. The floor of the pool was clean and free of debris, another indication that the vacuum was working properly. If it had been discovered that the vacuum was not working it would fall under warranty and be fixed and/or replaced. However, the vacuum is working perfectly and for this reason there is no need to replace or repair the vacuum. We feel that we have done our due diligence and have responded appropriately to Mrs. [redacted]’s concern. We do not know how else to respond to Mrs. [redacted]. Please feel free to contact me if you have further questions or concerns. Sincerely, [redacted] President Cookie Cutter Pools, Inc

Review: We hired cookie Cutter Pool months ago. We were told that the pool would be done by June 11. There was written and verbal commitment. Out of the two months of construction, there have been 7 days of work. Within these two months, there was either almost no communication or response. We were told multiple times that someone would be at our home. Then, no one shows up. There is no call or any communication about why. After passing the promised completion date, we were told that construction would begin today. Again, no one showed up. We then receive a text that the someone is supposed to be there and they will follow up. After that, no communication. I have never encountered this lack of integrity or poor workmanship.Desired Settlement: I would either like the pool to be completed in the period we were promised after missing the original date, or we would like a refund.

Business

Response:

I spoke with Ms. [redacted] yesterday, July 5, 2016 regarding her concerns. We were able to resolve her concerns her pool will be completed this week. Ms. [redacted] has indicated that she will send a letter to the Revdex.com confirming that her concerns have been addressed.If I can be of further assistance please do not hesitate to contact me. Sincerely,[redacted]PresidentCookie Cutter Pools, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: In April 2014 Cookie Cutter Pools finished constructing a pool and outdoor kitchen in my backyard. On May 22 I bar-b-qued on the new bar-b-que for the second time. On May 23, at four a.m. I was awakened by my neighbors and fire engines announcing that my home was on fire. It was determined by the fire inspector that the cause was the bar-b-que which was installed too close to the house and the frame of the outdoor kitchen was made of wood. Cookie Cutter Pools was determined to be at fault. I was nave enough to believe that Cookie Cutter Pools would take responsibility for the fire that caused great damage to my home and could have cost us our lives. They have refused to cooperate with my insurance company and so I am out $2,500 which is the deductible on my policy. It is bad enough that they endangered by home and my life by their careless installation of the outdoor kitchen and bar-b-que , but refusing to take responsibility for their actions is inexcusable and just plain wrong.Desired Settlement: I would like Cookie Cutter Pools to do the honorable and professional thing by cooperating with my insurance company and taking responsibility for their actions. I would also hope that they would no longer build flammable wood frames for outdoor kitchens and read the instructions on how close they can install a bar-b-u=que to the house.

Business

Response:

Cookie Cutter Pools was notified of the fire AFTER the complainant had already received compensation from her fire insurance company. Cookie Cutter Pools has not been refusing to cooperate with the complainant's insurance company. There have been several communications with the complainant's insurance company since we were notified of the fire. Cookie Cutter Pools was fully insured at the time of the fire and the claim has been submitted to Cookie Cutter Pools insurance company for investigation and processing. Cookie Cutter Pools has been in communication with there own insurance company and emails sent as recently as this month (July2015) attempting to resolve this claim have included a "cc" to the complainant's insurance company.

Review: There so many complaints about this company I'm not sure where to begin. #1) The pool was 13" smaller in width then agreed upon.#2) The water feature & wall was never completed as agreed upon in the contract. #3) currently my house has no electricity to the front yard & hallway. The circuit continues to break... This occurred immediatley after the electrician installed the pool electricity through my attic. My wife & I have paid the full & agreed upon amount & identified the aforementioned electrical issues with no response.....Desired Settlement: Please correct mistake

Consumer

Response:

The contract number is my address which is [redacted]

Business

Response:

We are writing in response to the letter dated January 5, 2015 regarding a complaint filed by [redacted] against our company, Cookie Cutter Pools, Inc. (CCP).Mr. [redacted] signed a contract with CCP for the construction of his swimming pool on 6/7/14. The pool was completed the first week of August 2014. Mr. [redacted] indicates he has "so many complaints about this company I'm not sure where to begin" however since he lists only three I will respond to those three concerns.1. The pool was 13" smaller in width than agreed upon: We do not dispute this. The pool is smaller in one area by approximately 10 square fee. When the shortage came to our attention we offered to fix it, however Mr. [redacted] asked if we could give him extra concrete decking in lieu of fixing the pool size. We have attached the agreement (contract addendum) signed by Mr. [redacted] on 7/27/14 that documents this agreement between Mr. [redacted] and CCP.2. The water feature and wall was never completed as agreed upon in the contract: The water feature and wall were constructed as agreed upon and per the contract. If there are issues with the functionality of the water feature we will be glad to fix or repair as needed.3. No electricity to the front yard and hallway-allegedly due to pool electrical installation: I was not aware of this concern until I received the above referenced letter from the Revdex.com. I have already contacted the electrician and asked him to contact Mr. [redacted] so that he can go out and assess the situation. If there are electrical issues created by CCP we are more than happy to address those.While there may be issues that arise during or after a construction project, Cooke Cutter Pools takes pride in their work and strives to address all customer's concerns in a timely manner. We have provided Mr. [redacted] with a quality product and have gone over and above the contract by providing him with a free umbrella sleeve in the pool's cabo bench. We will continue to work with Mr. [redacted] to address all valid concerns or issues that he has.Warm Regards,[redacted]PresidentCookie Cutter Pools, Inc.

Consumer

Response:

I am rejecting this response because: To date, my power is not functioning as a result of inadequate electrical work. Despite the statement, I've received no call nor will I. This has been an ongoing issue since hiring this company. The fact of the matter is, I paid 30k for a pool that was not built as promised & continues to haunt me several months later. I just want my damn electrical fixed.

Business

Response:

Company states: I have not heard about any electrical problem until it was relayed through the Revdex.com. I have called the consumer and they mentioned there is no electrical problem. If the consumer has any issues they are free to contact me and I will answer their calls. If there is in fact an electrical issue we will gladly send someone out to look at it but they will be billed for anything outside of the related work we have done.

Consumer

Response:

I am rejecting this response because: To date, I have received no form of contact regarding my complaint despite the response. My cellular phone, work phone, or email has not changed since notifying cookie cutter of this issue. It appears emails will continue & Revdex.com will not act as expected. So, I'll pursue my legal options.

Review: Pool built by this contractor has a leak in multiple places. Started in June. It's October and the issue is not resolved. Multiple phone calls later, I gave up. I hired another contractor who located the problem which has to do with incorrect grout use in tiling which leaks water, plaster that has gap on the tile borderline, leaking waterfall with incorrect seal, etc... I spent $350 on leak detection and the estimate to repair everything will come out to over $2500. Contractor left me hanging, calls are unanswered, customer service is non-existent.Desired Settlement: At this time, with so many issues with the way tile and plaster was applied causing multiple leaks, I would like the builder to pay for the repairs to be conducted by the contractor with solid reputation. All estimates will be provided by licensed and bonded company.

Business

Response:

Mr. [redacted] contacted us and indicated his rock waterfall was [redacted]ing. We went out and resealed the

grout around the waterfall. We informed Mr. [redacted] at that time that grout in rock waterfalls will [redacted]

slowly and should be re-sealed every year.

Mr. [redacted] called us a short time later and indicated his pool was [redacted]ing. We went out again and

performed a die test and found no [redacted]s. Mr. [redacted] then hired [redacted] who said

they found a [redacted] in the skimmer and repaired this [redacted]. The pool structure was inspected and there

were no [redacted]s found . Mr. [redacted] then rehired [redacted] to reinspect as he again said

the pool was [redacted]ing. It is unclear why [redacted] was called out a second time to fix a

leak that they had supposedly fixed roughly a week earlier. Regardless of the number of times that

[redacted] was called out, we had performed [redacted] tests and inspections on the pool and

do not believe that the pool is the source of the water [redacted]. During initial construction of the pool there

was water coming onto Mr. [redacted]’s property from an unknown source. We had to use a sump pump

when digging the pool because of constant water draining into the pool. The unknown source of the

constant water coming into the pool during construction is most likely the source of what Mr. [redacted] is

calling his pool [redacted].

We have conveyed this information to Mr. [redacted] but he continues to believe the source of the water

is a pool [redacted].

If you have further questions or concerns regarding this matter please do not hesitate to contact me.

Consumer

Response:

I am rejecting this response because:The more reasons Cookie Cutter comes up with on how thisleak is not their fault, the more I understand how incompetent they are. Thereare 6 reason on why this is a POOL LEAK: 1. Bucket test was performed numerous times confirming thepool leak. 2. Licensed pool detection company ‘[redacted]’has inspected and confirmed the pool leak. 3. Reputable poolrepair company [redacted]r’ (check their [redacted] reviews) came out andinspected the pool and found the leak around the skimmer where tile line meetsthe plaster, which was confirmed by them that the tile was not properlygrouted. 4. [redacted] was called to inspect theexternal leak and confirmed there are no leaks around the house, nor anythingelse is my house is leaking. 5. Water meter test was done at my house and at the surroundingneighbors’ homes, confirming that leak was in place while all the water metersdials not moving. 6. [redacted] came over once again and as a curtesyapplied temporary patch around the leaking areas (around the skimmer) and guesswhat, the leak was temporarily stopped. They did confirm that this wastemporary repair and will not last, stating that permanent repair has to bedone. So will Cookie Cutter still lie about how it's not the poolthey built and how some un-known leak is happening in my backyard? Feel free tocheck [redacted] for cookie cutter pool in Folsom, see what others are saying. Andthis is without the negative review I am about to leave. Talk about badbusiness practice.

Business

Response:

When we were informed by Mr. [redacted] that his pool was leaking we asked him to turn off his pool equipment and his auto fill. This would enable us to find the level of a leak. To our knowledge this was never accomplished. We send our start-up man to check the skimmer area and did not see a leak with the die test but did reseal this area. On 9/8/14 we had [redacted] Plastering go to the [redacted] pool and check for leaks. They found a small leak around a return pipe fitting and fixed it. They also checked the skimmer area, found no leak, but resealed it as a precaution. Mr. [redacted] did not tell us after these repairs that he thought the pool was still leaking and on his own hired a leak detection company who came out on 9/16/14 and claimed the skimmer area was leaking; the same area we had two separate people check and found to be leak free. On 9/24/14 the leak detection company was recalled by Mr. [redacted] and said the area by the skimmer was leaking (which they had checked and indicted they had repaired on an earlier visit). We are more than happy to recheck again and do any necessary repairs if required, however Mr. [redacted] has indicated that he does not want us to do the repairs. We have made multiple attempts to resolve this issue. Unfortunately when a customer is unwilling to work with us to resolve an issue our hands are tied.

Consumer

Response:

My pool was leaking since June. The last letter I receivedfrom Cookie Cutter Pools contained the following statement: 'We do not feel that the pool is the source of thewater/leak. We believe the water is coming from some other source.....'.Would you want to deal with this company, would you considerthese people as competent enough to conduct necessary repairs consideringdespite the fact that this is a pool leak they have been denying it even thoughI personally had conversation with [redacted] (cookie cutter employee) who keptassuring me that this is their responsibility and they won't leave me hanging. I want Cookie Cutter to own up to their mistake and I wantprofessional company to repair the leak for which I want to be reimbursed.