Creative Edge Pools and Spa

The stairs were built to spec, [redacted] was out at the job with Mr [redacted] day of [redacted] , nothing was said about the stairs being made bigger until after [redacted] was doneThe tile on the stairs was not paid for and was never included in any addendums or the contractPlease send us the where on a document that the tile on the stairs was supposed to be installed or that you paid for themThere was a threat to us made by Mr [redacted] via phone conversation with [redacted] and [redacted] [redacted] was on his way after making a stop at our warehouse to pick up parts for them and hit some traffic going through Boston in the morning which I explained to Mr& Mrs [redacted] and that he would be there within a half an hour which was not acceptable for themAt that time he started screaming threating us over the phoneAfter ending the conversation we called [redacted] and told him not to go to the job due to the customer threating usThey were told that the follow up would take about 2-hours because we do build the jets for the spa at this time alsoTheir appointment was set for 9am at which time I called and told them they would be mins lateMr [redacted] didn’t just yell at us over the phone he threatened us, in which [redacted] called him and spoke to him and rescheduled [redacted] to come out a week later to finish the follow up We can send our plaster company by to look at the plaster which will be fixed if something is wrong with it as we stated to the customerIf there were hanging wires at the equipment due to the electrical it wouldn’t have passed final inspectionWe have never been sued by any customer of ours, so we are unsure where you are getting this information which is FalseYour pool equipment was installed and prepped on 4/22/16, plaster was done 4/27/16, water was done 4/27/16, Staof pool was 5/in which we also installed skimmer baskets/Install Anode/Chlorine/check pH add acid as neededWhich is not weeks after the pool was startedFollow up was scheduled for 6/which was canceled due to customerThere is nothing needed to be cleaned in the pool at day of start-upThe only thing that was in the pool would be the dust from the plaster which is why we tell the customers to brush the pool twice a day for the first few weeksThis is done with all customers, this is not something newWe ask for the payments to be made in the schedule that you signed on the contract which you refused to doThe payment that you are talking about was due at staof pool which you state in this complain was doneThe tile on the stairs was not included nor was paid for in the contract, which has no bearing on the payment owedThe plaster which you state is blotched we will send someone out to look at, and will be fixed if there is something wrong with the plasterThe equipment is cover under warranty with us for years through [redacted] , so if anything is ever wrong with the equipment we would fix it at no charge to you the customerThe electrical is finished the town would not have passed the final inspection if the wires were hanging all over the placeIf you would contact our office to schedule a time to meet with you for the plaster and deliver the hose and vacuum head to you please do so at your earliest convenienceWe are more than happy to work with you on these issues

Attached is a copy of customers contract including tile, coping and replaster and checking of existing lightRenovations usually only take up to a week weather dependingMrs [redacted] did take a little longer to finish due to the weatherWe can not control the rain and will not do a job in the rain and compromise the jobEverything on Mrs [redacted] 's job has been finished to contractTile, coping and plaster was removed and replaced with new tile, coping and plaster along with added dolphin tiles for the stepsWe do not do decking work at Creative Edge Pools we subcontract that out to our decking company we would never and have never included a decoseal or polymeric sand in contract as you can see in the contract that I attached aboveAs of today we have no complains from this customer due to anything we completed on contractWe have not heard from customer regarding any leak in poolMrs [redacted] was adamit about having the gap between the deck and the coping done and after telling her that we do not do that numerous times, [redacted] told her that we would come by and install polymeric sand for her and did not charge her for thatShe was unhappy with the end result which most people are with sandIt will not look like decoseal which is preferred between the deck and copingHowever we do not do decks we subcontract them outShe also did not have decoseal or decking included in the contractThere is nothing wrong with tile, coping or plaster which is what we completed to contract Pictures attached

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I am absolutely rejecting the response from this company (Creative Edge Pools and Spa) as there have been repeated no shows as of the beginningThe office has no idea based on previous conversations about it [redacted] and the office are clearly not on the same page and that was VERY apparent from the first time we spoke to the officeThere has ALSWAYS been communication issuesWe have spoken to [redacted] about his communication issues, we have spoken to [redacted] about the office’s communication issues (and downright absolute rudeness), they have a lot of communications issues, periodTheir online reviews prove this with just about every customer review besides their family reviewsThe stairs were NOT built to spec [redacted] has no idea what was said on site about the stairs because we have dealt with ***He know the truth, if he doesn't agree or says different he is lying, periodThe stairs were specifically supposed to be made big, like the pool [redacted] and [redacted] did not tell the [redacted] company this (Straight from ***'s mouth) so they did not do itMy wife Mrs [redacted] , stated to [redacted] that she wanted the stairs bigger like they spoke about [redacted] agreed, they messed up (Creative Edge Pools and Spa) and asked us if they (Creative Edge Pools and Spa) could fix them so they wouldn't in cure the cost of having the 3rd party’s come back, we agreed; with the stipulation that it would be done in a professional manner and not botchedThe outcome was botched (uneven and warped) and WE the customer are not satisfied with the outcome and should have from the beginning insisted the [redacted] people back to fix it rightThey missed installing the tiles on the stairs and plastered the PoolWe wanted tiles and we still want the tiles on the stairs, we paid for them and Creative Edge Pools and Spa owes them to us, installedThere was no threat, that is the office hiding behind me yelling at them for not showing AGAIN, how many times in a single project can a company and its subs not show until the client gets mad?? We stated to Creative Edge Pools and Spa that we were specifically taking time off of work to be there so PLEASE show upWe called an hour and half after they were supposed to be on-site, we were told that their employee was still at the warehouse getting suppliesThey constantly waste our time, periodThe plaster job is botched in more than a few places as well, Shoddy work there too and needs to be replaced/redoneAs far as the electrical goes, Seeing that Creative Edge Pools and Spa is our pool contractor, they are responsible for all subcontractors they useI STILL have hanging wires at the equipment and will point them out to the Electrical inspector when he comesI have to say this is the worst so called company I have ever dealt withAfter further research, I find it to be a constant theme on internet reviews, it looks as if Creative Edge Pools and Spa have been sued over issues just like we are having with themI have emails from Creative Edge Pools and Spa saying they weren’t returning our calls or emails because we were calling them too much, so just another long line of lies from this companyThe strainers or buckets were put in the return during the final, BUT keep in mind that was weeks after the equipment was tuned on which means the pool was running without them for a LOOONG timeThe pool should have been turned on the first time with the strainers in the returns especially because Creative Edge Pools and Spa didn’t clean much of the pool before they started it up which means a lot of the construction dirt was pumped through the equipmentWhat kind of company does this, the kind that just doesn't care about business or their PAYNG customers or their company nameAs far as the balance they speak of, it’s the last payment of the project and I have communicated to Creative Edge Pools and Spa that Last Payments are for when the project is complete, this project is far from complete and I WILL NOT pay the final payment until the pool is completeI also have a spa that is not working, Creative Edge Pools and spa also have not delivered the cleaning hose or cleaning head for the poolA stand up company that cares about doing the right thing would have completed this project and not hid behind a VERY FRUSTRATED customer yelling at themThis company needs to be held accountable for its actionsI have no idea how they have an A+ rating with the Revdex.com, all their reviews and complaints are negativeWe want all the issues fixed (A documented time line of who, what and when or money given back to us so we can have a reputable company that actually knows how to do business can come and fix what they couldn’t do right the first timeThe fact that Creative Edge Pools and Spa wants their final payment before ALL the issues are fixed and the Client is satisfied should sum up what this company is really about.Regards, [redacted]

We cannot guarantee to be at a job at an exact time due to traffic and distanceWe did not show once due to customer threating us on the phone because we weren't there yet due to traffic, Mr [redacted] After that comment we called the technician and told him not to attend to his first job due to the threatWe were nothing but courteous to Mrs [redacted] and Mr [redacted] whom continued to belittle us and scream at us on the phone for being an hour behind schedule There has also been no communication issues, we answered every email that was sent to the office by either ***, [redacted] or [redacted] , and if not by phone with ***The stairs were made to spec when the [redacted] was complete both our tech and Mr [redacted] were there and Mr [redacted] was satisfied until Mrs [redacted] came home and wanted them biggerSo at no charge to the customer we doubled the size of the stairsTile was not included in contract for stairsIf there is problems with the plaster will will come out and fix the plaster which was told to the customer, we asked if they wanted us to wait until the end of the season so they could use the pool in the meantime and they said yes It was discussed and the customer chose to extend the project into the season due to the seven weeks of running of pool after plastering for curing, and the expense of safety coverThey were first plaster job as promised to them on 4/Baskets where installed at start up We subcontract our electrical out and our subcontractor finished all work and received a final inspection, if there were un-connected wires it would not have received the final inspection from the townThere are no missing valves and the leaking valve has been fixed Warranty of all equipment is for years so if anything is wrong with equipment we will repair or replaceThere is still a balance owed by customer

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below I was never told Creative Edge didn’t do decoseal [redacted] told me verbally while the pool was being renovated that the seal would be done with sand and that is what material most companies use now When I inquired about when it would be done in a phone conversation with the office they stated it was not included, I explained [redacted] said it was and I received an email on May that [redacted] will use sand to fill in at no charge, they never said it was something customers are not usually happy with I wouldn’t say I was adamant I stated he said it would be done and they replied he would do it After the sand was done, I sent [redacted] pictures through text which showed the way sand was all over the deck, and still is because it hardened, and spots not filled He apologized in text and stated he would be able to fix it and to just give him time At this point, if he just came out and fixed it I wouldn’t be having this problem I was never advised the sand was an inferior component to decoseal If they told me most customers aren’t happy with the sand I would have inquired about a better product It’s the fact he said he would do it and the sand was not done correctly.In a text dated May he stated he would take care of the deck because he said he would.Also the light was never looked at It was left hanging in the pool At this point I don’t care about the timing of the job The point is the sand wasn’t done correctly, there are gaps and holes and ants burrowing through.I’m curious to know if the tiles pop off in the winter because of water getting in and freezing, will they warranty the work or will they not warranty it because the seal was not done correctly? This is what I am worried about.I’m just a consumer, but to me I would think a good standing company would have just fixed the problem to begin with and not have wanted to cause such aggravation to a customer who has paid over $10,for workRegards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below May 17th I texted [redacted] to tell him the light fell out of the wall May I texted him stated I know he is busy but all I want is the pool to be finished and I promised I wouldn’t bother him again Told him the light was still sitting on the deck May he told me he was working on the light North Shore Pool & Spa came and put the light in.May 17th texted [redacted] asked him when he would be out to fill inbetween deck and coping, May he texted apologized saying he had a lot of people on him and he would be out Monday May 23rd he did not come out, someone else came out and did the sand I texted him with pictures of how bad it was, again he apologized and he said he would fix it to just give him time Sand was drizzled on the coping and deck and is impossible to get offMay 23rd I asked him when he would be out On May he responded by text and stated maybe a week after Memorial Day, he couldn’t give me a date I told him it was unacceptable.After paying almost $12,to redo a pool, I think I had a right to keep asking when it would be finished I was always patient with ***.After consulting an attorney, I sent letter via [redacted] on May 25th asking that Creative Edge to fix the work that was done incorrectly and if not I would go on social media (see attached), contact Revdex.com and contact Atty General Creative Edge did not respond I sent another on June 25th stating if Creative Edge did not contact me by June I would hire another company to fix the problem and would expect Creative Edge to reimburse me Creative Edge did not respondPlease let me know how and who would fix the space in between the deck and coping The joint was never cleaned of the old deco seal, which it needs to be removed Pouring more sand is not going to fix it As I asked in my two prior letters, please contact me at [redacted] and let me know when and how it can be repaired Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I will address that you stated in the response that you have never been sued by a customer, but now you are explaining law suitsDoesn’t matter who won, Creative Edge Pools and Spa WAS sued by a custom, periodThat alone is untrustrustworthy and lyingThat is how your company does business and has (AS I will show fact that you have been for years now)I will be following up with the Revdex.com directly to make sure your rating is degraded from an A+As it surly shouldn’t be as I have proved your lying behavior and untrustworthy business practices, PeriodYou can’t lie about the fact as you haveAlso Creative Edge Pools and Spa is due in court on 8/22/because you are being suedPERIOD fact provenThought you’ve never been sued? Homework done, facts provided untrustworthy business proved end of story for all to see including the Revdex.com.That’s great that you have a picture of the chlorine tablet in the pool, which was in the deep endThe botched plaster is all in the shallow end, so thanks for providing the evidence that it has nothing to do with the chlorine tabletSo as far as you are stating Creative Edge Pools and Spa paid for the “extra-tile” that was bought for the job? Show me the documentation that’s states that, I bought tile for the project, there was left over, that makes it mineJust another long line of untrustworthy business practices that you continually show when one of your owners promises something on-site and doesn’t follow throughI have consistently proven Creative Edge Pools and Spa wrong (lying and untrustworthy business educate and practices) with due diligence and factPERIOD.Strainers weren’t installed until a week after so get your facts straight (Like I do) Do you think with the proven facts I have shown and stated that anyone will actually believe anything Creative Edge Pools and Spa has to say, I know I don’t/wont? You can kid yourselves that you are honest and a capable company but no one else will based on FACTSI have proven without a reasonable doubt (especially after your “We’ve never been sued by a customer” statement was a blatant lie) After this complaint has been closed it will be posted to the Revdex.com’s web site and all will further see, with facts stated, that Creative Edge Pools and Spa is an untrustworthy and Lying company that does not practice good business skill in the least.And to further prove for all to see another blatant lie from an extremely untrustworthy company like Creative Edge Pools and Spa that most (except the ones from family and friends) of your online reviews all mention Creative Edge Pools and Spa constant and blatant untrustworthy business practices., See a few links belowIt’s what your customers are saying and they will also show that Creative Edge Pools and Spa walk away from their UNFINSHED projects that they startSee the below link, keeping in mind the only good review on this link is [redacted] , which works for the company and is [redacted] and ***’s daughter[redacted] Here is a review that is searchable through google review from a customer“We contracted with Creative Edge in March We are still awaiting completion of all the work and it is now June Some of the work that was completed was great and some was abysmalVery poor communication responseWe have filed a Revdex.com complaint and will file a Home Improvement Contractor Complaint Form with the State of Ma.””Here is an [redacted] list review, if you want to see it for yourself, logins are freeThis one speaks of suing, no call backs, etc.“11/20/ “We hired [redacted] to construct a pool/patio at our home Contract signed, deposit paid done dealWhen spring came around he was very slow in responding to our inquiries about getting started and moving the process along We had informed him that we did not want to pool finished in late/summer or fall but he assured us that we would be done early summer Waiting, waiting, waiting We started calling him wondering when the process would start and he claimed problems getting permits, etc One call from us to conservation cleared up all issues,...waiting, waitingFast forward two months to June, still no permit to start work Worried about scheduling we decide to delay project until the following spring Of course at that time he then gets permit and wants to start workWe reiterated our requirement that we didn't want an unfinished project during the winter and asked for our deposit to be returned minus permit fees so we could pay a patio guy who did some prep work for the pool [redacted] stopped answering my calls.....no replies to messages or mailHe never returned our depositWe hired a lawyer and sued him for our deposit backTwo years later, lawsuit settlesDo not even think of hiring ***.” Below is a review from the Revdex.com website that is searchable for all to see, it states a ton of the facts that I am stating, this is an actual customer of Creative Edge Pools and Spa see below.“ I checked out references for this company, they all checked out ok except oneThe one poor reference stated that this company misrepresented items, always took longer than expected, tried to increase fees towards the end of the job in order to have it completed, and did not speak or act in a professional mannerI assumed that of the references checked out alright so based on the price of the project and the timeframe I was promised I proceeded to contract with this companyI should not have proceeded with this companyThe project was not completed by the contracted date, numerous errors occurred during the project, there were major communication issues towards the end, I would never receive responses to emails or calls, verbal agreements were made and not honored, there was no communication amongst the staff of the company, wrong items were ordered/installed, some staff members were nice and some were extremely rude, and every time I called to obtain information in regards to the project I was always treated as though I was a burden while being spoken to rudely and unprofessionallyIn addition towards the end of the contract I was told that it could not be completed for the price quoted and that I would have to pay more to finish the jobThe project was not completed because I terminated the contract due to their breach of contract and failure to perform on several items; not to mention being treated unprofessionally and rudelyI truly hope this company can learn from these issues and turn their business aroundThe one owner and salesman I dealt with were extremely polite and accommodating, the other owner I spoke with was notI would not recommend this company Below is a review that is also on Revdex.com website that is from 2016.“I am writing this negative review today because after seeing the other two written this month, I know it is not coincidence but a pattern with this companyMy wife and I contracted with Creative Edge Pools back in Oct of Reason being was that we wanted the pool done by Memorial DayTo date the pool is not complete, we have had a number of complaints and like the other two reviews numerous phone calls and texts were not returned and when they did get back to you, they were rude and lacked answersThe husband is the one that does the contract and the verbal agreements but when things don't go right for the customer, his wife is the one you have to deal with and says you are "dealing with me now"Very frustrating seeing that she had nothing to do with the contractAs I look in my backyard today, All the rocks and boulders from the excavation are still thereI have to temporarily fix my fence because someone has to come in and remove themAlso no landscaping can be done until said boulders are removedThe pool company showed up one day with the wrong color plasterThankfully my wife came home from work to catch this HUGE mistakeThe next time they showed was at 5:one night and did not finish til after 8:and left their mess behindWe were contracted for trucks of water but we had to start filling the pool right awayBy the time the truck showed the next day, the pool was half filledWe have a broken tile as well as shoddy grout work on tile that the pool owner broke, said he would fix but had some sub do it and do it poorlyWe decided to hold back $until ALL the work was complete knowing from our experience that we would have trouble getting them backAlso, the contract says you get written guarantees on a separate document that the wife is disputingAll in all, it has been a bad experienceAll pool companies bad mouth each other when the are looking for your business but everything said about this company is sadly trueLong story short because we held back money we are in "breach of our contract" according to them and nothing is getting done even though we intend to pay the rest of the money once everything is finished to our satisfactionYou would think when you shell out $61,for a pool, you would get better treatmentNot so with Creative Edge Pools”.Summary of the facts, by my homework that was done Creative Edge Pools and Spa has a blatant untrustworthy business record and leaves their projects that are started unfinished as ours is still to this day, 7/30/What this also shows is the same untrustworthy and very bad business practices have been practices by Creative Edge Pools and Spa for years nowI noticed the Revdex.com dropped their rating from an A+ to an AThere is no way that Creative Edge Pools and Spa should even be in business, periodSo with these fact I shall go no further explaining anymore of your blatant liesAlso, as an Attachment, you will clearly see the law suites against Creative Edge Pools and Spa including one that is current and pending, even know Creative Edge Pools and Spa replied to us the customer and the Revdex.com “that they have never been sued by a customer and they didn’t know where I got my info but it was wrongIt’s here for everyone to seeI stand firm with my comment to the Office- You don’t have to ask I will tell!I will end with Mrs [redacted] does not want to call the office due to your constant RUDE behavior on the phone by the “office” ( [redacted] in particular) and untrustworthy business practicesWe have been advised by our lawyer that all correspondence moving forward MUST be documented through email, periodPlease see the attached screen shot of the Massachusetts courts systems report on the lawsuits on Creative Edge Pools and SpaNOTE TO OFFICE: “You don’t have to ask I will tell” Regards, [redacted]

The pool light was not left hanging in the pool it was put in at plasterThis is falseThe reason why the sand was not put in by *** and by another tech was because you had to have it done ASAP and would not wait for *** so we sent out another tech to do it for you the next dayYou were adamant about having it done ASAP We would have redone the sand for you however you went on social media bashing us and our store which has nothing to do with the construction company, for something that you did not pay forThere is nothing wrong with your pool as far as your contract entailsThe coping is completed the tile around the pool and the added tile for the stairs is complete along with the plaster is complete and there is nothing wrong with any of it. We will come out to install the sand between the coping and the deckIf you would still like this done please call the office to schedule at your convenience

The stairs were built to specThe tile was purchased as every customers, which we order extra of just in case some break on site, you did not purchase extra tile you purchased the tile needed for the pool which was put onYou DID NOT pay for the tile to be put on the stairsIt is not on the contract, an addendum, and was never paid to be done as you stated you didWhich is a lieYou say “There are places where the plaster is botched, send the company out already, isn’t that one of the items that I am complaining to the Revdex.com about, SEND them out alreadyPERIOD,” but you also tell us that no one is allowed when no one is home so that’s why I asked you to call the office and let us know when you are available to meet with the plastererIf you didn’t you would be complaining about us showing up without informing youAlso the problems with the plaster might be because you were throwing chlorine tabs directly in the pool which any pool company will tell you not to do, and if you want to tell us you didn’t we do have picturesWe haven’t received any pictures from you nor your wife to our officesWe ask that you call the office, which is where we do the scheduling so that we can schedule your problems to be resolved, but you refuse to call the office you instead want to keep saying that *** doesn’t return your callsIf you say in your complaint that *** doesn’t communicate with the office why would you keep calling *** to fix the issues? Call the office and speak with ***We do not blame our customers and tell them they are lying unless they are lyingWe try to resolve all issues with our clientsWe have been to court once in for a customer that started a project then decided to change her mind last minute, but wanted all her money backWhich could not be done since we paid for plans to be done, the permit and other things so we went to courtDoes it say who won that case? If it did you would see we didThe second is for someone that we put new equipment for and something was wrong with the filter which we were warrantying for years and told him that insists on returning it and we do not take returns after months of using something with no complaintsHe doesn’t want it warrantied he wants his money back and we cannot do thatWe would if he hadn’t used it for monthsNeither have anything to do with building pools or problems with their poolsSo if you’re going to do your homework you should probably get your facts straightThe pool was started on 5/in which the SKIMMER BASKETS WHERE INSTALLED that dayYou stated that the skimmer baskets were installed weeks later from stawhich is a lie! I don’t know what construction debris you are talking about the pool is prepped and cleaned the day before plaster so that the plastering can be done, the plaster would not be done if the pool was full of construction debris I have pictures of the pool in stagesI will attach for you to look atThe way you write words to us should explain more than enough how you speak to us on the phoneThe problem with your spa is the blower which we would warranty if you had paid your last payment on the back of the contract it also states that warranties are voided if payment schedule is not followedWe were only going to be a half hour behind which is what we told you on the phone when you flipped out and THREATENED usAnother lie from you *** did call you and you might want to go on your email and reread because your wife emailed usThe rude behavior was only from you and the way that you think you can talk to a womanI have never gotten a complaint about the way I talk to a customerWe might have never had a nice conversation with you as every time you call you speak to us rudely, but we have spoken with your wife who can talk without being rude I will have *** contact your wife, who we were told by her to contact and not you regarding these issues by Mrs***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
May 17th I texted [redacted] to tell him the light fell out of the wall.  May 20 I texted him stated I know he is busy but all I want is the pool to be finished and I promised I wouldn’t bother him again.  Told him the light was still sitting on the deck.  May 21 he told me he was working on the light.  North Shore Pool & Spa came and put the light in.May 17th texted [redacted] asked him when he would be out to fill inbetween deck and coping, May 21 he texted apologized saying he had a lot of people on him and he would be out Monday.  May 23rd he did not come out, someone else came out and did the sand.  I texted him with pictures of how bad it was, again he apologized and he said he would fix it to just give him time.  Sand was drizzled on the coping and deck and is impossible to get off. May 23rd I asked him when he would be out.  On May 25 he responded by text and stated maybe a week after Memorial Day, he couldn’t give me a date.  I told him it was unacceptable.After paying almost $12,000 to redo a pool, I think I had a right to keep asking when it would be finished.  I was always patient with [redacted].After consulting an attorney, I sent letter via [redacted] on May 25th asking that Creative Edge to fix the work that was done incorrectly and if not I would go on social media (see attached), contact Revdex.com and contact Atty General.  Creative Edge did not respond.  I sent another on June 25th stating if Creative Edge did not contact me by June 30 I would hire another company to fix the problem and would expect Creative Edge to reimburse me.  Creative Edge did not respond. Please let me know how and who would fix the space in between the deck and coping.  The joint was never cleaned of the old deco seal, which it needs to be removed.  Pouring more sand is not going to fix it.   As I asked in my two prior letters, please contact me at [redacted] and let me know when and how it can be repaired.
Regards,
[redacted]

Attached is a copy of customers contract including tile, coping and replaster and checking of existing light. Renovations usually only take up to a week weather depending. Mrs. [redacted] did take a little longer to finish due to the weather. We can not control the rain and will not do a job in the...

rain and compromise the job. Everything on Mrs. [redacted]'s job has been finished to contract. Tile, coping and plaster was removed and replaced with new tile, coping and plaster along with added dolphin tiles for the steps. We do not do decking work at Creative Edge Pools we subcontract that out to our decking company we would never and have never included a decoseal or polymeric sand in contract as you can see in the contract that I attached above. As of today we have no complains from this customer due to anything we completed on contract. We have not heard from customer regarding any leak in pool. Mrs. [redacted] was adamit about having the gap between the deck and the coping done and after telling her that we do not do that numerous times, [redacted] told her that we would come by and install polymeric sand for her and did not charge her for that. She was unhappy with the end result which most people are with sand. It will not look like decoseal which is preferred between the deck and coping. However we do not do decks we subcontract them out. She also did not have decoseal or decking included in the contract. There is nothing wrong with tile, coping or plaster which is what we completed to contract.  Pictures attached.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. The stairs were not built to spec, and like I stated before; [redacted] knows it and If he doesn’t admit it he is lying, it’s a common theme by your company as we will see later in this reply. [redacted] was there at the very beginning of the [redacted] but left very shortly into the job that day, another lie from an under preforming company that walks away from their jobs like Creative edge Pools and Spa.The tile was bought/purchased for the rest of the pool, for around the water line and the raised beam, [redacted] took almost an entire box that was left over THAT I PAID for, so that makes yet another lie from Creative Edge Pools and Spa. [redacted] agreed to put what was left from the job on the stairs. [redacted] did not create an “addendum” that you speak of, so not only are you speaking of facts that you know nothing about, it clearly shows again that you are lying and have no communication with in your company from [redacted] to the office, NONE!There are places where the plaster is botched, send the company out already, isn’t that one of the items that I am complaining to the Revdex.com about, SEND them out already. PERIODI sent [redacted] pictures of the hanging wires, but never got a reply back or a call, which is definitely  Creative Edge Pools and Spa MO, all the reviews say it, and ITS TRUE, period. [redacted] looked at the wires on the day of start-up and tossed them aside and said “I know what they are” and never did anything with them, they are still hanging there till this day 7/27/2016. Again, you haven’t a clue about what you are talking about nor have you been to the site to look for yourself in person, all you do is blame your clients saying that THEY are wrong/lying, well it’s the other way around and it’s a proven fact, more to come on that.The next BIG LIE is that Creative Edge Pools and Spa have been sued, twice actually, its public record and anyone can look it up, SO before you lie you should do some homework about what is listed on the Massachusetts court websites, just another lie that discredits your company even further. In fact here’s a link to the info for further people to look at, so they don’t go through what we did and countless others are now and have before us.  [redacted]If that link goes stale, use https://www.masscourts.org/eservices/home.page.8 and click on the “Click here” button to search public records, it’s free.Going by YOUR Dates, the pool still had been running for a week with no strainers in it. Its common sense that the strainers should be installed on that day especially seeing it was just built and there is construction debris. You guys did a bit of bottom clean out in the pool and that was it, the amount of construction debris from you and all the other trades that went through that equipment is crazy. Again, you have no idea because you’ve never been to the site and after all the lying especially about being sued, I frankly do not/will never believe anything you have to say, period. I guaranty a reputable pool company does it differently than Creative Edge Pools and Spa.So it’s funny that you keep bringing up the last payment, MY SPA IS STILL NOT WORKING AND YOU HAVE NOT CONTACTED ME ABOUT WHEN YOU will BE BACK TO FIX IT!! I have sent multiple emails to you about it. I will not pay Creative Edge Pools and Spa another dime until the Pool is complete. I am so glad I held the last payment back and should have held more money back. Your company is untrustworthy and blatantly lie about most things. And may I remind you that the contract also takes into account by start-up that the pool is actually complete, our pool wasn’t complete on the day of start-up and OUR POOL STILL ISNT COMPLETE TODAY. No last payment, until it get finished…..GET IT……???? I mean really, the concept isn’t that hard, you finish the pool completely, you get the last payment. It’s how reputable companies work… Maybe that’s the disconnect…..I didn’t threaten you, so get over it, I yelled at you, you guys deserve to get yelled at the way you think you can treat your clients and talk to them, and tell them that they are wrong, you can’t and won’t get away with it. Add your half an hour to the hour and a half from when I called you that day and that would make it 2 hours late (I’m sure ½ hour timing was a lie as well), UNEXCCEPTABLE! Another lie, you said after I yelled at you that [redacted] called me, WRONG. After I yelled at you, I called [redacted] and YELLED AT HIM! For lack of caring about anyone’s time and your down right rude behavior and how you think you can waste peoples time and think you can talk to them anyway you please PERIOD, learn some customer skills and learn how to talk to people. PERIOD END OF STORY. [redacted] said that he has gotten complaints about the office and their rudeness before. We have never had a god experience with the office, EVER. Here is THE resolution that we the client want and will not except less, especially after everything that you have put us through and the blatant lying from Creative Edge Polls and Spa. I really hope that the Revdex.com reads and see’s you for the type of company that Creative Edge Pools and Spa is.The resolution that we will accept:The spa to be fixed and in operating condition, it’s not working now and NEVER has been thus, no last payment PERIOD.The cleaning hose and cleaning head to be dropped off ([redacted] said you would overnight it)……. The LEAKING valve to be fixed, even know you keep saying there is no leaking valve,( lying about it actually) there is one and I want it fixed, period end of story! The Plaster to be fixed in ALL of the botched spotsThe missing 3rd deck jet valve to be installed, currently there is 3 deck jets but only 2 valves, [redacted] said we would have 3. Yet another example of you never being to the site and haven’t a clue of what’s there and what isn’t. PERIODThe stairs to be properly shaped ([redacted]/[redacted] fixed the stair size but botched the fix, the ends are wavey and uneven) and the tiles that I PAYED FOR installed on the tops of the stairs near the edge spaced accordingly like discussed with [redacted] .As a side note, your father was on-site with [redacted] one day and even heard [redacted] say that HE missed the tiles.
Regards,
[redacted]

We cannot guarantee to be at a job at an exact time due to traffic and distance. We did not show once due to customer threating us on the phone because we weren't there yet due to traffic, Mr. [redacted]. After that comment we called the technician and told him not to attend to his first job due to...

the threat. We were nothing but courteous to Mrs. [redacted] and Mr. [redacted] whom continued to belittle us and scream at us on the phone for being an hour behind schedule.  There has also been no communication issues, we answered every email that was sent to the office by either [redacted] or [redacted], and if not by phone with [redacted]. The stairs were made to spec when the [redacted] was complete both our tech and Mr. [redacted] were there and Mr. [redacted] was satisfied until Mrs. [redacted] came home and wanted them bigger. So at no charge to the customer we doubled the size of the stairs. Tile was not included in contract for stairs. If there is problems with the plaster will will come out and fix the plaster which was told to the customer, we asked if they wanted us to wait until the end of the season so they could use the pool in the meantime and they said yes.  It was discussed and the customer chose to extend the project into the 2016 season due to the seven weeks of running of pool after plastering for curing, and the expense of safety cover. They were first plaster job as promised to them on 4/27. Baskets where installed at start up.  We subcontract our electrical out and our subcontractor finished all work and received a final inspection, if there were un-connected wires it would not have received the final inspection from the town. There are no missing valves and the leaking valve has been fixed.   Warranty of all equipment is for 3 years so if anything is wrong with equipment we will repair or replace. There is still a balance owed by customer.

The stairs were built to spec, [redacted] was out at the job with Mr. [redacted] day of [redacted], nothing was said about the stairs being made bigger until after [redacted] was done. The tile on the stairs was not paid for and was never included in any addendums or the contract. Please send us the where on a document that the tile on the stairs was supposed to be installed or that you paid for them. There was a threat to us made by Mr. [redacted] via phone conversation with [redacted] and [redacted] was on his way after making a stop at our warehouse to pick up parts for them and hit some traffic going through Boston in the morning which I explained to Mr. & Mrs. [redacted] and that he would be there within a half an hour which was not acceptable for them. At that time he started screaming threating us over the phone. After ending the conversation we called [redacted] and told him not to go to the job due to the customer threating us. They were told that the follow up would take about 2-3 hours because we do build the jets for the spa at this time also. Their appointment was set for 9am at which time I called and told them they would be 30 mins late. Mr. [redacted] didn’t just yell at us over the phone he threatened us, in which [redacted] called him and spoke to him and rescheduled [redacted] to come out a week later to finish the follow up.  We can send our plaster company by to look at the plaster which will be fixed if something is wrong with it as we stated to the customer. If there were hanging wires at the equipment due to the electrical it wouldn’t have passed final inspection. We have never been sued by any customer of ours, so we are unsure where you are getting this information which is False. Your pool equipment was installed and prepped on 4/22/16, plaster was done 4/27/16, water was done 4/27/16, Start-up of pool was 5/4 in which we also installed skimmer baskets/Install Anode/Chlorine/check pH add acid as needed. Which is not 3 weeks after the pool was started. Follow up was scheduled for 6/3 which was canceled due to customer. There is nothing needed to be cleaned in the pool at day of start-up. The only thing that was in the pool would be the dust from the plaster which is why we tell the customers to brush the pool twice a day for the first few weeks. This is done with all customers, this is not something new. We ask for the payments to be made in the schedule that you signed on the contract which you refused to do. The payment that you are talking about was due at start-up of pool which you state in this complain was done. The tile on the stairs was not included nor was paid for in the contract, which has no bearing on the payment owed. The plaster which you state is blotched we will send someone out to look at, and will be fixed if there is something wrong with the plaster. The equipment is cover under warranty with us for 3 years through [redacted], so if anything is ever wrong with the equipment we would fix it at no charge to you the customer. The electrical is finished the town would not have passed the final inspection if the wires were hanging all over the place. If you would contact our office to schedule a time to meet with you for the plaster and deliver the hose and vacuum head to you please do so at your earliest convenience. We are more than happy to work with you on these issues.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. I will address that you stated in the response that you have never been sued by a customer, but now you are explaining 2 law suits. Doesn’t matter who won, Creative Edge Pools and Spa WAS sued by a custom, period. That alone is untrustrustworthy and lying. That is how your company does business and has (AS I will show fact that you have been for years now). I will be following up with the Revdex.com directly to make sure your rating is degraded from an A+. As it surly shouldn’t be as I have proved your lying behavior and untrustworthy business practices, Period. You can’t lie about the fact as you have. Also Creative Edge Pools and Spa is due in court on 8/22/2016 because you are being sued. PERIOD fact proven. Thought you’ve never been sued? Homework done, facts provided untrustworthy business proved end of story for all to see including the Revdex.com.That’s great that you have a picture of the chlorine tablet in the pool, which was in the deep end. The botched plaster is all in the shallow end, so thanks for providing the evidence that it has nothing to do with the chlorine tablet. So as far as you are stating Creative Edge Pools and Spa paid for the “extra-tile” that was bought for the job? Show me the documentation that’s states that, I bought tile for the project, there was left over, that makes it mine. Just another long line of untrustworthy business practices that you continually show when one of your owners promises something on-site and doesn’t follow through. I have consistently proven Creative Edge Pools and Spa wrong (lying and untrustworthy business educate and practices) with due diligence and fact. PERIOD.Strainers weren’t installed until a week after so get your facts straight (Like I do) Do you think with the proven facts I have shown and stated that anyone will actually believe anything Creative Edge Pools and Spa has to say, I know I don’t/wont? You can kid yourselves that you are honest and a capable company but no one else will based on FACTS. I have proven without a reasonable doubt (especially after your “We’ve never been sued by a customer” statement was a blatant lie) After this complaint has been closed it will be posted to the Revdex.com’s web site and all will further see, with facts stated, that Creative Edge Pools and Spa is an untrustworthy and Lying company that does not practice good business skill in the least.And to further prove for all to see another blatant lie from an extremely untrustworthy company like Creative Edge Pools and Spa that most (except the ones from family and friends) of your online reviews all mention Creative Edge Pools and Spa constant and blatant untrustworthy business practices., See a few links below. It’s what your customers are saying and they will also show that Creative Edge Pools and Spa walk away from their UNFINSHED projects that they start. See the below link, keeping in mind the only good review on this link is [redacted], which works for the company and is [redacted] and [redacted]’s daughter.[redacted] Here is a review that is searchable through google review from a customer“We contracted with Creative Edge in March 2013. We are still awaiting completion of all the work and it is now June 2014. Some of the work that was completed was great and some was abysmal. Very poor communication response. We have filed a Revdex.com complaint and will file a Home Improvement Contractor Complaint Form with the State of Ma.””Here is an [redacted] list review, if you want to see it for yourself, logins are free. This one speaks of suing, no call backs, etc.“11/20/2014  “We hired [redacted] to construct a pool/patio at our home.  Contract signed, deposit paid done deal. When spring came around he was very slow in responding to our inquiries about getting started and moving the process along.  We had informed him that we did not want to pool finished in late/summer or fall but he assured us that we would be done early summer.  Waiting, waiting, waiting.  We started calling him wondering when the process would start and he claimed problems getting permits, etc...  One call from us to conservation cleared up all issues,...waiting, waiting..... Fast forward two months to June, still no permit to start work.  Worried about scheduling we decide to delay project until the following spring.  Of course at that time he then gets permit and wants to start work. We reiterated our requirement that we didn't want an unfinished project during the winter and asked for our deposit to be returned minus permit fees so we could pay a patio guy who did some prep work for the pool. [redacted] stopped answering my calls.....no replies to messages or mail. He never returned our deposit. We hired a lawyer and sued him for our deposit back. Two years later, lawsuit settles. Do not even think of hiring [redacted].” Below is a review from the Revdex.com website that is searchable for all to see, it states a ton of the facts that I am stating, this is an actual customer of Creative Edge Pools and Spa see below.“ 2015 I checked out 4 references for this company, they all checked out ok except one. The one poor reference stated that this company misrepresented items, always took longer than expected, tried to increase fees towards the end of the job in order to have it completed, and did not speak or act in a professional manner. I assumed that 3 of the 4 references checked out alright so based on the price of the project and the timeframe I was promised I proceeded to contract with this company. I should not have proceeded with this company. The project was not completed by the contracted date, numerous errors occurred during the project, there were major communication issues towards the end, I would never receive responses to emails or calls, verbal agreements were made and not honored, there was no communication amongst the staff of the company, wrong items were ordered/installed, some staff members were nice and some were extremely rude, and every time I called to obtain information in regards to the project I was always treated as though I was a burden while being spoken to rudely and unprofessionally. In addition towards the end of the contract I was told that it could not be completed for the price quoted and that I would have to pay more to finish the job. The project was not completed because I terminated the contract due to their breach of contract and failure to perform on several items; not to mention being treated unprofessionally and rudely. I truly hope this company can learn from these issues and turn their business around. The one owner and salesman I dealt with were extremely polite and accommodating, the other owner I spoke with was not. I would not recommend this company.  Below is a review that is also on Revdex.com website that is from 2016.“I am writing this negative review today because after seeing the other two written this month, I know it is not coincidence but a pattern with this company. My wife and I contracted with Creative Edge Pools back in Oct of 2015. Reason being was that we wanted the pool done by Memorial Day. To date the pool is not complete, we have had a number of complaints and like the other two reviews numerous phone calls and texts were not returned and when they did get back to you, they were rude and lacked answers. The husband is the one that does the contract and the verbal agreements but when things don't go right for the customer, his wife is the one you have to deal with and says you are "dealing with me now". Very frustrating seeing that she had nothing to do with the contract. As I look in my backyard today, All the rocks and boulders from the excavation are still there. I have to temporarily fix my fence because someone has to come in and remove them. Also no landscaping can be done until said boulders are removed. The pool company showed up one day with the wrong color plaster. Thankfully my wife came home from work to catch this HUGE mistake. The next time they showed was at 5:30 one night and did not finish til after 8:00 and left their mess behind. We were contracted for 3 trucks of water but we had to start filling the pool right away. By the time the truck showed the next day, the pool was half filled. We have a broken tile as well as shoddy grout work on tile that the pool owner broke, said he would fix but had some sub do it and do it poorly. We decided to hold back $2750.00 until ALL the work was complete knowing from our experience that we would have trouble getting them back. Also, the contract says you get written guarantees on a separate document that the wife is disputing. All in all, it has been a bad experience. All pool companies bad mouth each other when the are looking for your business but everything said about this company is sadly true. Long story short because we held back money we are in "breach of our contract" according to them and nothing is getting done even though we intend to pay the rest of the money once everything is finished to our satisfaction. You would think when you shell out $61,000 for a pool, you would get better treatment. Not so with Creative Edge Pools”.Summary of the facts, by my homework that was done Creative Edge Pools and Spa has a blatant untrustworthy business record and leaves their projects that are started unfinished as ours is still to this day, 7/30/2016. What this also shows is the same untrustworthy and very bad business practices have been practices by Creative Edge Pools and Spa for years now. I noticed the Revdex.com dropped their rating from an A+ to an A. There is no way that Creative Edge Pools and Spa should even be in business, period. So with these fact I shall go no further explaining anymore of your blatant lies. Also, as an Attachment, you will clearly see the law suites against Creative Edge Pools and Spa including one that is current and pending, even know Creative Edge Pools and Spa replied to us the customer and the Revdex.com “that they have never been sued by a customer and they didn’t know where I got my info but it was wrong. It’s here for everyone to see. I stand firm with my comment to the Office- You don’t have to ask I will tell!I will end with Mrs. [redacted] does not want to call the office due to your constant RUDE behavior on the phone by the “office” ([redacted] in particular) and untrustworthy business practices. We have been advised by our lawyer that all correspondence moving forward MUST be documented through email, period. Please see the attached screen shot of the Massachusetts courts systems report on the lawsuits on Creative Edge Pools and Spa. NOTE TO OFFICE: “You don’t have to ask I will tell”
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I was never told Creative Edge didn’t do decoseal.  [redacted] told me verbally while the pool was being renovated that the seal would be done with sand and that is what material most companies use now.  When I inquired about when it would be done in a phone conversation with the office they stated it was not included, I explained [redacted] said it was and I received an email on May 10 that [redacted] will use sand to fill in at no charge, they never said it was something customers are not usually happy with.  I wouldn’t say I was adamant I stated he said it would be done and they replied he would do it.  After the sand was done, I sent [redacted] pictures through text which showed the way sand was all over the deck, and still is because it hardened, and spots not filled.  He apologized in text and stated he would be able to fix it and to just give him time.  At this point, if he just came out and fixed it I wouldn’t be having this problem.   I was never advised the sand was an inferior component to decoseal.  If they told me most customers aren’t happy with the sand I would have inquired about a better product.  It’s the fact he said he would do it and the sand was not done correctly.In a text dated May 17 he stated he would take care of the deck because he said he would.Also the light was never looked at.  It was left hanging in the pool.  At this point I don’t care about the timing of the job.  The point is the sand wasn’t done correctly, there are gaps and holes and ants burrowing through.I’m curious to know if the tiles pop off in the winter because of water getting in and freezing, will they warranty the work or will they not warranty it because the seal was not done correctly?  This is what I am worried about.I’m just a consumer, but to me I would think a good standing company would have just fixed the problem to begin with and not have wanted to cause such aggravation to a customer who has paid over $10,000 for work. Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. I am absolutely rejecting the response from this company (Creative Edge Pools and Spa) as there have been repeated no shows as of the beginning. The office has no idea based on previous conversations about it. [redacted] and the office are clearly not on the same page and that was VERY apparent from the first time we spoke to the office. There has ALSWAYS been communication issues. We have spoken to [redacted] about his communication issues, we have spoken to [redacted] about the office’s communication issues (and downright absolute rudeness), they have a lot of communications issues, period. Their online reviews prove this with just about every customer review besides their family reviews. The stairs were NOT built to spec. [redacted] has no idea what was said on site about the stairs because we have dealt with [redacted]. He know the truth, if he doesn't agree or says different he is lying, period. The stairs were specifically supposed to be made big, like the pool. [redacted] and [redacted] did not tell the [redacted] company this (Straight from [redacted]'s mouth) so they did not do it. My wife Mrs. [redacted], stated to [redacted] that she wanted the stairs bigger like they spoke about. [redacted] agreed, they messed up (Creative Edge Pools and Spa) and asked us if they (Creative Edge Pools and Spa) could fix them so they wouldn't in cure the cost of having the 3rd party’s come back, we agreed; with the stipulation that it would be done in a professional manner and not botched. The outcome was botched (uneven and warped) and WE the customer are not satisfied with the outcome and should have from the beginning insisted the [redacted] people back to fix it right. They missed installing the tiles on the stairs and plastered the Pool. We wanted tiles and we still want the tiles on the stairs, we paid for them and Creative Edge Pools and Spa owes them to us, installed. There was no threat, that is the office hiding behind me yelling at them for not showing AGAIN, how many times in a single project can a company and its subs not show until the client gets mad?? We stated to Creative Edge Pools and Spa that we were specifically taking time off of work to be there so PLEASE show up. We called an hour and half after they were supposed to be on-site, we were told that their employee was still at the warehouse getting supplies. They constantly waste our time, period. The plaster job is botched in more than a few places as well, Shoddy work there too and needs to be replaced/redone. As far as the electrical goes, Seeing that Creative Edge Pools and Spa is our pool contractor, they are responsible for all subcontractors they use. I STILL have hanging wires at the equipment and will point them out to the Electrical inspector when he comes. I have to say this is the worst so called company I have ever dealt with. After further research, I find it to be a constant theme on internet reviews, it looks as if Creative Edge Pools and Spa have been sued over issues just like we are having with them. I have emails from Creative Edge Pools and Spa saying they weren’t returning our calls or emails because we were calling them too much, so just another long line of lies from this company. The strainers or buckets were put in the return during the final, BUT keep in mind that was 3 weeks after the equipment was tuned on which means the pool was running without them for a LOOONG time. The pool should have been turned on the first time with the strainers in the returns especially because Creative Edge Pools and Spa didn’t clean much of the pool before they started it up which means a lot of the construction dirt was pumped through the equipment. What kind of company does this, the kind that just doesn't care about business or their PAYNG customers or their company name. As far as the balance they speak of, it’s the last payment of the project and I have communicated to Creative Edge Pools and Spa that Last Payments are for when the project is complete, this project is far from complete and I WILL NOT pay the final payment until the pool is complete. I also have a spa that is not working, Creative Edge Pools and spa also have not delivered the cleaning hose or cleaning head for the pool. A stand up company that cares about doing the right thing would have completed this project and not hid behind a VERY FRUSTRATED customer yelling at them. This company needs to be held accountable for its actions. I have no idea how they have an A+ rating with the Revdex.com, all their reviews and complaints are negative. We want all the issues fixed (A documented time line of who, what and when or money given back to us so we can have a reputable company that actually knows how to do business can come and fix what they couldn’t do right the first time. The fact that Creative Edge Pools and Spa wants their final payment before ALL the issues are fixed and the Client is satisfied should sum up what this company is really about.Regards,
[redacted]