Eastern Pools, Inc.

Final Consumer Response /* (2000, 6, 2016/06/28) */
I just spoke to the owner of Eastern Pools and we have come to a mutual understanding and resolution. I would like to have this Complaint [redacted] closed.
Thank you,
[redacted]

Initial Business Response /* (1000, 12, 2016/01/21) */
(Revdex.com - converted from original document. See file.)
Please see attached letters to customer with our offers.
Initial Consumer Rebuttal /* (3000, 14, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the...

business.)
Good Morning [redacted],
The letter Eastern Pools sent you dated 12/7/15 was never received by us. Eastern Pools has shown nothing but a total lack of disregard for the damage they've caused to our pool. The fact that it took 37 days, and two email attempts from the Revdex.com to get a response from them is disheartening and makes us wonder when that letter dated 12/7/15 was actually typed.
Eastern Pools has continually voiced their concern about how much money this will cost them to repair the damage to our pool, but not once considered how much time and money this is costing us, nor shown any concern for what has happened.
With all that has transpired, and the lack of trust we have now for Eastern Pools, we feel it is in our best interest to just be refunded the money we paid, as was already offered by Tom on 9/9/15, because this poor workmanship shouldn't come at our expense.
[redacted], thank you again for your help in this matter.
Sincerely,
[redacted]
Final Business Response /* (4000, 16, 2016/01/25) */
(Revdex.com received rebuttal response by phone.)
The business was hired to do a paint job for the consumer. The business offers two services:
a) Sandblast pool, and then paint.
b) Detergent, acid and neutralize wash.
The consumer selected the second option that does not come with any warranties.
The consumer called to say that there were runs in the newly painted pool. The consumer asked for his 50% deposit back.
The business offered to grind off runs, sandblast and repaint at the pool company's expense. The consumer has not accepted their offer. The business is willing to either:
1.) Make the repairs and get payment for the balance.
or
2.) Not perform any other work for the consumer and the account will be considered paid in full. Both parties would walk away from the dispute.
Final Consumer Response /* (4200, 19, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to Eastern Pools rebuttal of 1/25/15:
Because of so many inconsistencies in Eastern Pools' communications, we have done some research with Kelly T[redacted] (paint manufacturer) to understand the proper procedures to follow when painting with Zeron paint. What we learned is that the scope of work Eastern Pools provided us did not follow Kelly T[redacted]'s proper procedures. Kelly T[redacted] lists the following preparation process:
1. 3-step cleaning process: 1)Wash the pool with Tri-sodium phosphateTSP, 2) Acid etch the pool, 3) Wash again
2. "NEVER use detergent." (Which is what Eastern Pools states they will use in their 1/25/16 rebuttal)
(Both steps are included in the attached document.)
In the 1/25/16 rebuttal Eastern Pools submitted, they only offer two services:
Option A - Sandblast pool and then paint
Option B - Detergent, acid and neutralize wash
The two options Eastern Pools offers do not follow Kelly T[redacted]'s proper procedures for applying Zeron or Poxylon paints:
Option A is missing the 3-step cleaning process, which is the most important step of all. Option B is also incorrect because Kelly T[redacted] states when preparing your surface NEVER use detergent. (see attachment)
Through our research, we now realize the cleaning and painting process listed on our contract by Eastern Pools was incorrect. Eastern Pools stated they would acid clean and neutralize wash pool. There is no mention of them using TSP, missing Kelly T[redacted]'s most important step.
To reiterate, the correct process would have been to wash the pool with TSP, acid etch the pool, then wash the pool again.
Because Eastern Pools did not follow Kelly T[redacted]'s proper procedures when applying the Zeron paint, we are now left with deep paint runs, puddles of dried paint, and cracks around our main drain in our pool. This damage is in no way a warranty issue, it is a workmanship issue.
Eastern Pools submitted a proposal to correct the damage to our pool; however, it is again inconsistent with what Kelly T[redacted] recommends, and the repair work doesn't include Zeron paint, which is the paint we hired them to apply. Zeron paint is more expensive than Poxylon also. Eastern Pools proposed that they would apply 1 coat of Poxylon paint; however, Kelly T[redacted] states that when using Poxylon paint after a pool has been sandblasted, you need 2 coats of paint. When using Zeron paint, you only need 1 coat.
Eastern Pools offered us two options for resolution:
Option #1 - they will repair the pool, if they get payment for the balance.
Option #2 - they don't correct the damage they've caused and just walk away, keeping our good faith deposit.
Neither of the above options proposed by Eastern Pools is acceptable to us. On September 9th, during a conversation with Tom, we were given the choice of 1) a refund of our deposit or 2) Eastern Pools coming back to repair the damage. Tom told us to make a choice; either way we went was fine with them. When we chose to be refunded, Tom withdrew that option, became frustrated, and then said he was done, he wasn't coming back.
The damage caused to our pool is because Eastern Pools didn't follow the proper procedures and therefore, should not be soliciting us for more money to correct it. Eastern Pools has shown no regard for the additional burden and expense this puts on us, which includes the pool being down another 2-3 weeks for repairs, additional expenses to drain/refill a 25,000 gallon pool, additional chemicals needed, electric, and most importantly, our time.
Due to everything that has transpired over the past four months, the numerous inconsistencies we have found through our research, and the lack of confidence and trust we now have in Eastern Pools, it remains our position that the only way to end this controversy and dispute is for Eastern Pools to show some integrity and return our good faith deposit in the amount of $1,422.90 ($1,587.90 deposit given minus $165 for light rings).