Hampton Cat Inc

NWP stands behind all work and complies with all terms of our contact in completing work. Ms*** asked that we complete the noted items by the end of the week and that what we are doing

Complaint:
I am rejecting this response because:We have paid draws in the following amounts:$9K, $9K, $8K, $7K and $6K, totaling $of the $47000.A copy of the contract is attached As noted in the electrical section, it includes outlets, as of today, the trenches are too shallow, not complete and the electrician would not install the conduit The amount of decking was reduced to compensate From the draw schedule this should be completed We also made payment for the equipment, and connections in the pool, yet the connection for the pool cleaner is not attached therefore not working In the attached pictures you can see the open trenches and the elevation of the pool - it is dangerous to even walk around it at this time until it is completed.Additionally, the waterfall has leaked from the day the water was turned on - I don't see that as warranty work, but faulty installation New Wave has failed to communicate, provide updates and remain on schedule
Regards,
*** ***

New Wave Pools has been and continues to address any issue in a timely manner. All communication have reflected our intentions and unwavering commitment to this end. The waterfall leak has been repaired, the no cost to Owner electrical plugs are being finalized (crews arrived, but were rained out on Saturday)and the pool cleaner fitting the plaster folks missed will be installed tomorrow. We updated all this via email this weekend

New Wave Pools has responded to the expressed concerns with multiple staff evaluating the issue. We have had both plumbing and mason crews to the site within the past weeks. We receive Ms***'s email last Sunday and said we would respond. See
below We responded by having our mason crew address a minor tile grout issue at the skimmer on or about 2/9/17. We will follow up again in the next week to confirm the issue has been resolved.NWP has stood firm in our commitment to follow through with any problem with the ***'s pool. We are sorry that we have left the ***'s with the feeling that we would not honor any and all warranties.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I greatly appreciate New Wave Pools considerations and certainly want to clarify for anyone that may see these communications in the future that I never had an issue with the quality of the pool build, the quality of New Wave Pools or any workmanship completed by New Wave PoolsThis was a default in a Hayward product and I am happy that Hayward is stepping up to fix the unitAlso want to note that none of the other Hayward products provided by New Wave Pools have been problematic in the least.Again, I thank New Wave Pools and *** for this very satisfactory resolution
Regards,
*** ***

New Wave Pools has offered on times to meet and try to resolve this issue equitably with Mr***. Yesterday, Mr*** agree to meet next week. We are hopeful that we can arrive at a fair solution to the condition of the rock wall footer that was in place prior to our Project with Mr***. Any remedial work to the existing wall footer is added scope to the Project, as the footer was not built by NWP. Whether it was done before we added rock to the wall, or now, the cost is not included in the contract pricing and scope of work.NWP has been responsive and clear with Mr*** regarding this matterWe have visited the site, taken pictures , and made a suggestions on how to address any concerns. Again, the basic issue is that if remedial work to the retaining wall footer (in place before the Project-built by others) is required, it is scope and cost that was not included in the NWP-*** contract

New Wave Pools has been executing work and communicating with the ***s via email the past week with our progress and plans for addressing the items in question. In spite of this communication, we are also engaging in a open debate over everything we do and say at this point. We respect the ***s concerns and frustrations, but don't see any benefit to continue a debate using the Revdex.com as a open discussion forum.New Wave Pools has completed the noted outlets. The fitting is being installed today and water is being delivered tomorrow to top off the pool.New Wave Pool appreciates the ***s business and apologize for the inconvenience and frustrations they have experienced. The deck topping payment and the final payment that was due at start-up need to be paid tomorrow so we can move into the warranty phase of the Project. New Wave Pools never said we would not complete any work for the ***s. We simply could not meet their expectation of timeliness in closing up the few remaining issues We also stand behind all of our work. Again ...we apologize for any inconvenience We hope the ***s have been enjoying their pool since plaster was completed a month ago and continue to enjoy it for years to come

Complaint: ***
I am rejecting this response because:The wall that New Wave Pools built has several cracks in it. This response does not say that New Wave Pools will pay to properly (according to a professional engineer) fix/rebuild the wall they built.
Regards,
*** ***

NWP stands behind all work and complies with all terms of our contact in completing work. Ms*** asked that we complete the noted items by the end of the week and that what we are doing

New Wave Pools strives to never mislead a customer on any matter and works very hard to maintain a high character and reputable business. This was what *** respected about New Wave Pools when he hired us to complete his pool that was left unfinished by another pool builder. New Wave Pools offers pool equipment warranties provided by Hayward Pool Products. Our contract states this. However, NWP does not define as the exact terms and conditions of the Hayward Product warranties. These warranties are all available from Hayward online and with the product data sheets for each piece of equipment. NWP is sorry assumptions have been made regarding the product warranty and the apparent misunderstanding this has caused. This is the first time any customer has had an issue with the Hayward Product Warranty part of our contract.NWP has suggested to *** that he take the unit the Leslies Pool/Warehouse Pool (Hayward Robotic Cleaner warranty station). It could be that the problem is a $repair. While writing this response, our local Hayward representative informed me that he will to repair the unit for no charge if the units is delivered to *** *** *** *** *** *** ***We hope this helps resolve this issue

Dear Revdex.com,The cleaner that *** *** was provided under the NWP-*** Pool Contract is not covered by the "Totally Hayward" Extended Warranty.This is the reference in the NWP-*** Contract regarding the equipment warranty."Note: All Equipment will be Hayward, allowing for a
“Totally Hayward” extended warranty."This is from the Hayward website regarding the Totally Hayward Warranty."..when you purchase the Totally Hayward System, you receive total warranty coverage designed to be the best in its classPurchase three or more Hayward products for your pad, (including a Hayward pump and filter and one of our qualifying* heaters, cleaners, chlorinators or controls) and your Hayward equipment is backed by the Totally Hayward Extended Warranty for worry-free pool enjoyment"The Robotic Cleaner provided to *** *** is not a "qualified" cleaner. The pump, heater, lights and controller NWP provided to *** *** are covered by the Totally Hayward Extended Warranty*** can contact Hayward directly or review their website.This is an equipment warranty issue between *** *** and Hayward Products. NWP takes strong exception to this action by *** *** as any Revdex.com complaint, valid or not, has a detrimental affect our reputation. We told *** *** twice we were sorry, but the cleaner only had a one year warranty. *** filed this complaint without investigating the terms of the warranty as noted above with Hayward

Complaint:
I am rejecting this response because:In an email to me yesterday, Mark indicated he would not repair the faulty, leaking waterfall because it was considered warranty work He said because we had not made a full payment However, when I made that last payment, I explained why and said we had paid for work that was not done in prior payments That was over weeks ago and he has yet to mention it since then Furthermore, his project manager was here last Wednesday (at our request) because the electrical was not getting completed) at that time she said someone would be here to fix the waterfall this week and made no mention of it being warranty work. I should request a refund on prior draws since that work was not completed in full, yet instead I am asking for work that was not initially completed with quality be corrected For example, the equipment, one piece is missing that prohibits the cleaner from being attached. I believe a warranty begins upon completion of work and since the waterfall was never completed without faulty construction, the warranty period should not begin until the project is completed accurately and with quality - not leaking!He is responding to Revdex.com that the work will be completed on Friday, but in a separate email, stating it will not See the attached email
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I greatly appreciate New Wave Pools considerations and certainly want to clarify for anyone that may see these communications in the future that I never had an issue with the quality of the pool build, the quality of New Wave Pools or any workmanship completed by New Wave PoolsThis was a default in a Hayward product and I am happy that Hayward is stepping up to fix the unitAlso want to note that none of the other Hayward products provided by New Wave Pools have been problematic in the least.Again, I thank New Wave Pools and *** for this very satisfactory resolution
Regards,
*** ***

The UV units lamp burned outWe shared with Mr*** that lamp is not under warranty. In spite of this, we said we would replace it. We will replace the lamp even though it is not under warranty. Mr*** paid for the smaller heater which is suitable for the size pool
and spa he has. The heater manufacturer said they would replace the heater at no charge. We have shared this with Mr***. We will follow up with manufacturer to see what their timeline is for replacement of the heater. Neither issue is a warranty or a defective workmanship issue

Complaint: ***
I am rejecting this response because:We are not prepared to accept another simple email assurance at this pointIt is time for action on thisAs I've previously indicated I have already been assured that something will be done, however nothing hasI'd prefer to keep this complaint open until actions to resolve this matter have been successfully takenI believe this will serve as a true and accurate account of the actionable response by New Wave Pools
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I am not an expert at building walls. Nor is my landscaper. I hired New Wave Pools (NWP) to be my expert
wall builder. IF either of us
asked NWP to build a wall on the existing footer, it was up to NWP to tell us
that the footer would not support the wall. IF we asked NWP to make the wall taller than originally planned,
they should have said they would have to start over completely if the existing
footer would not work.I filed my complaint with the Revdex.com because we are holding NWP
liable for the construction of the failing wall. I think NWP is responsible for fixing the
wall because I hired them to build the wall, they built the wall and I paid
them for building the wall. My contract
with NWP says I have a two-year warranty on all workmanship. It also says that I am supposed to take any
dispute to the Revdex.com which I have now done.
Regards,
*** ***

The pool as been complete and operational for over weeks. The only remaining work items is electrical outlets provided at no cost during the contract negotiations covering the conduit trench and a fitting for the pool cleaner. The ***s have arbitrarily
held a scheduled payment for ***, and are holding the final payment for clean up and staas well. By the terms of our contract, we could stop work on the Project for failure the make a scheduled payment for both *** and the final payment. We have not done this and have committed to complete the remaining item in a timely fashion. We told Ms*** we are planning to have these items complete this week. She sent an email yesterday asking if we going to complete them this week. I was away from email all day, planned on responding this morning, only to find this Revdex.com complaint waiting in my email inboxThe work is scheduled to be done this week as committedOnce this work is complete, NWP expects immediate payment for scheduled payments that are overdueThe value of the work to be completed in $800

New Wave Pools has offered on times to meet and try to resolve this issue equitably with Mr***. Yesterday, Mr*** agree to meet next week. We are hopeful that we can arrive at a fair solution to the condition of the rock wall footer that was in place prior to our Project with Mr***. Any remedial work to the existing wall footer is added scope to the Project, as the footer was not built by NWP. Whether it was done before we added rock to the wall, or now, the cost is not included in the contract pricing and scope of work.NWP has been responsive and clear with Mr*** regarding this matterWe have visited the site, taken pictures , and made a suggestions on how to address any concerns. Again, the basic issue is that if remedial work to the retaining wall footer (in place before the Project-built by others) is required, it is scope and cost that was not included in the NWP-*** contract

Complaint: ***
I am rejecting this response because:First of all, our desire to terminate the contract with NWP is for a multitude of reasons...first and foremost because *** *** and New Wave Pools are EXTREMELY difficult to work with Not only is *** annoyed with every question we ask, but his answers are rude, condescending and vague We have found it incredibly difficult to work with his company throughout this entire process Continuing a working relationship with New Wave Pools at this point would be strained, tense and uncomfortable. From design and elevation mistakes along with several contractor missteps that we caught, this pool experience has been awful As for the plaster situation, we are supposedly third on the list for plastering with new wave poolsThere is zero excuse why he cannot give us some sort of date for when this pool will be finishedThat is where the mismanagement of his subs and his company comes in Every time we ask for a schedule of some sort we are treated rudely and given no answer. We understand the weather delay...to an extent If his plaster contractor is so backed up that they can't even give a plaster date two-three weeks from now, then he needs a plan B for his customers who have been sitting and waiting for MONTHS for their pool to be doneHe claims in his response above that he was still looking for an answer from his plaster people yesterday, but we have email confirmation that he completely took us off of his project schedule the minute we confirmed this dispute Mind you, this is a schedule that he would not share with us after several attempts to get one throughout this process.As for the tickets to Hawaiian Falls Waterpark, we never asked for those and offered to return them We felt like those too little too late because he did not give those to us until the night before we filed the complaint Per the signed contract and schedule of phase draws, we paid for our pool equipment two phases agoThere is nothing in the contract that says we owe more money for that equipment in these next two phases We are paid in full for the phases *** ***'s company has COMPLETED They have neither started nor finished the plaster phase or the startup/cleanup phase Every bit of this pool and equipment belongs to us because NWP has been paid for those completed phases Therefore, New Wave Pools, its owner and employees are not welcome on our property It will be considered trespassing.We do not want to have any further business connections with this company We are fully prepared to complete this pool project ourselves
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The wall that New Wave Pools built has several cracks in it.? This response does not say that New Wave Pools will pay to properly (according to a professional engineer) fix/rebuild the wall they built.?
Regards,
*** ***