Custom Pools & Remodeling

In addressing the comments made Custom Pools (CP), I never said to [redacted] that the mottling was “ok”, or acceptable, by any meansIf I said ok, it was only conversational in that I understood him and acknowledge his remarksOn the contrary, I told [redacted] that this kind of severe mottling has a great deal of laboratory research supporting the conclusion that it is caused by improper workmanship practices and troweling techniques resulting in localized areas of greater porosityThe pool chemistry during startup was professionally and expertly managedRegardless, there is absolutely no laboratory evidence that improper water chemistry during startup causes this grey discolorationThus, I do not agree that this pool was plastered properly, despite “industry standards”,which is only a vague and general, now unverifiable, and I question whether it has any meaning if improper plastering techniques were employed, and again, all evidence points in this direction - namely again that there are many scientific articles available on this plastering defect, and all that could find unanimously conclude that improper plastering techniques is the primary cause of grey mottlingI stress that any claims to plastering according to “industry standards”, cannot now be proved nor disproved, and is an empty claim if improper plastering techniques were employed [redacted] ’s only significant comments during his visit were that we should wait longer and see what happens, and that there was ultimately nothing lasting that can be done to remedy the mottling, to which I agreeHence, in my view, the pool requires a complete replaster, and I opine that no industry standard would regard this as acceptable as “standard” plastering procedure, simply based on the defective results in relation to the abundance of laboratory evidence pointing to it’s likely cause I always answer all calls and emails requesting suchI never tried to avoid this firm’s attempts to contact meOn the contrary, I aggressively tried to contact CP for about weeks since day 3, left several phone messages to the supervisor, which were not returned, and spoke with [redacted] (sales) about or times regarding this issue, He claims he relayed the issue to CP, but I did not observe any attempt by them to contact me(I do check my phone’s “missed calls”, and I was actually looking for CP’s call.) Only after filed this complaint did I finally get attention [redacted] called me about weeks ago, said he would come out very soon, and finally came out 2-weeks later(which at minimum shows that I DO respond to CP contact attempts)I have no record of missed calls on my phone from CP’s claimed calls on 5/19, 5/20, and 5/22, nor any emailI do note the calls on 6/(today), but CP did not leave any message, and my mailbox was not full as I had just received other messages from callers just minutes previous to the times of their calls, as well as after, so I disagree with their claim here Perhaps CP has protected themselves legally by my signing the Plaster Agreement, and I do not intend any litigationCP makes no reference to the absence of quartz in their comments, the used of which was in the same agreement but evidently not used, constituting a breach of the agreement on their partRegarding the mottling, I will accept and comply with the Revdex.com’s determination, and open to compromise, however, based my observation and research, all evidence shows that this pool was not plastered properly, and this is why I disputed my credit card chargeThe other $was paid by checkIt is not my intent to cheat CP in any way, however, in my view, this plastering job would be found unacceptable by any reasonable pool owner, and again, all evidence supports improper plastering techniques were usedFinally, the only true remedy to this grey discoloration unfortunately a full replaster Thank you kindly

I am rejecting this response because:Armando from Custom Pools Remodeling came by my property on Monday March around hoursI showed him the video recording of the water level the day prior and the current levelHe was concerned since the level dropped 1" or moreHe shut my pool equipment down and asked that I do not use the poolHe stated that they were getting a sonar test done, however, there has been no correspondences since this last visit There is a leak and it's causing damage to my house; their response is disconcerting since it implies that there is no longer a problemThis is incorrectThank you, [redacted]

My company did a courtesty dive and found that the hydro stat valve rusted and came apartWe installed a new hydro stat valveWe have been monitoring the water level for one weekWed 18th - Thurs 23rdThe pool has not lost any waterWe will continue to monitor for one more week and provide the customer a writen report of our findings

Mr [redacted] met with my employee on 5-1-Armando explained to him that the discoloration is a characteristic of plaster called mottlingMr [redacted] expressed to Armando that he understood and that it was o.k.I have notes on the file were calls we made on 5-19-15, 5-and 5-22- There was no answer and no voice mail box to leave a messageAn e mail was sent on 5-19-Mr [redacted] did not respond to that e mailI called two times this morning 6-2-The phone rang a few times and then went to a busy signalMultiple attempts have been made to contact Mr [redacted] .Mr [redacted] did change his mind regarding the color of his poolA refund check was sent on 5-11-for the difference in the cost of colorMr [redacted] has cancelled his credit card payment of $4200.00.The pool has been plastered to industry standardsMr [redacted] signed a White and Colored Plaster Agreement stating the characteristics of plastered poolsPlease see attached

Consumer states: The company has been in contact with me and I have been working closely with ArmandoThere are still some issues with the house that they have not go to yet but they are still working with me

I have inspected and photographed the cracks in the deckThe cracks are caused by ground movementThere is no warranty against ground movement as it is out of my control.The issues with the equipment have been turned over to the manufacturerTheir warranty department has been out to resolve the
problemIf a problem is still occurring with the equipment Mr*** will need to contact the manufacturer directly

I am rejecting this response because:Armando from Custom Pools Remodeling came by my property on Monday 23 March 2015 around 1130 hours. I showed him the video recording of the water level the day prior and the current level. He was concerned since the level dropped 1" or more. He shut my pool equipment down and asked that I do not use the pool. He stated that they were getting a sonar test done, however, there has been no correspondences since this last visit.  There is a leak and it's causing damage to my house; their response is disconcerting since it implies that there is no longer a problem. This is incorrect. Thank you,[redacted]

In addressing the comments made Custom Pools (CP), I never said to [redacted] that the mottling was “ok”, or acceptable, by any means. If I said ok, it was only conversational in that I understood him and acknowledge his remarks. On the contrary, I told [redacted] that this kind of severe mottling has a great deal of laboratory research supporting the conclusion that it is caused by improper workmanship practices and troweling techniques resulting in localized areas of greater porosity. The pool chemistry during startup was professionally and expertly managed. Regardless, there is absolutely no laboratory evidence that improper water chemistry during startup causes this grey discoloration. Thus, I do not agree that this pool was plastered properly, despite “industry standards”,which is only a vague and general, now unverifiable, and I question whether it has any meaning if improper plastering techniques were employed, and again, all evidence points in this direction - namely again that there are many scientific articles available on this plastering defect, and all that could find unanimously conclude that improper plastering techniques is the primary cause of grey mottling. I stress that any claims to plastering according to “industry standards”, cannot now be proved nor disproved, and is an empty claim if improper plastering techniques were employed. [redacted]’s only significant comments during his visit were that we should wait longer and see what happens, and that there was ultimately nothing lasting that can be done to remedy the mottling, to which I agree. Hence, in my view, the pool requires a complete replaster, and I opine that no industry standard would regard this as acceptable as “standard” plastering procedure, simply based on the defective results in relation to the abundance of laboratory evidence pointing to it’s likely cause.    I always answer all calls and emails requesting such. I never tried to avoid this firm’s attempts to contact me. On the contrary, I aggressively tried to contact CP for about 6 weeks since day 3, left several phone messages to the supervisor, which were not returned, and spoke with [redacted] (sales) about 4 or 5 times regarding this issue, He claims he relayed the issue to CP, but I did not observe any attempt by them to contact me. (I do check my phone’s “missed calls”, and I was actually looking for CP’s call.) Only after filed this complaint did I finally get attention. [redacted] called me about 2 weeks ago, said he would come out very soon, and finally came out 2-3 weeks later. (which at minimum shows that I DO respond to CP contact attempts). I have no record of missed calls on my phone from CP’s claimed calls on 5/19, 5/20, and 5/22, nor any email. I do note the 2 calls on 6/2 (today), but CP did not leave any message, and my mailbox was not full as I had just received other messages from callers just minutes previous to the times of their calls, as well as after, so I disagree with their claim here.  Perhaps CP has protected themselves legally by my signing the Plaster Agreement, and I do not intend any litigation. CP makes no reference to the absence of quartz in their comments, the used of which was in the same agreement but evidently not used, constituting a breach of the agreement on their part. Regarding the mottling, I will accept and comply with the Revdex.com’s determination, and open to compromise, however, based my observation and research, all evidence shows that this pool was not plastered properly, and this is why I disputed my credit card charge. The other $4200 was paid by check. It is not my intent to cheat CP in any way, however, in my view, this plastering job would be found unacceptable by any reasonable pool owner, and again, all evidence supports improper plastering techniques were used. Finally, the only true remedy to this grey discoloration unfortunately a full replaster.  Thank you kindly.

My company did a courtesty dive and found that the hydro stat valve rusted and came apart. We installed a new hydro stat valve. We have been monitoring the water level for one week. Wed 18th - Thurs 23rd. The pool has not lost any water. We will continue to monitor for one more week and provide the...

customer a writen report of our findings.

Mr. [redacted] met with my employee on 5-1-15. Armando explained to him that the discoloration is a normal characteristic of plaster called mottling. Mr. [redacted] expressed to Armando that he understood and that it was o.k.I have notes on the file were calls we made on 5-19-15, 5-20 and  5-22-15....

There was no answer and no voice mail box to leave a message. An e mail was sent on 5-19-15. Mr. [redacted] did not respond to that e mail. I called two times this morning 6-2-15. The phone rang a few times and then went to a busy signal. Multiple attempts have been made to contact Mr. [redacted].Mr. [redacted] did change his mind regarding the color of his pool. A refund check was sent on 5-11-15 for the difference in the cost of color. Mr. [redacted] has cancelled his credit card payment of $4200.00.The pool has been plastered to industry standards. Mr. [redacted] signed a White and Colored Plaster Agreement stating the characteristics of plastered pools. Please see attached.