Hampton Cat Inc

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.?

As committed, New Wave Pools plaster team met with Mr*** yesterday and are? developing a plan to address Mr***'s concerns.? NWP intends on making sure? any required work? is completed to Mr***'s satisfaction

Complaint: ***
I am rejecting this response because:As indicated by New Wave pools we are tracking on thisWe did meet with plastering company representative and the main crack as well as the other significant cracks were reviewedDiscussing the situation with the representative several potential resolutions were discussedOne involved an underwater repair for which it was unclear how the result would appear but it sounded like the cracks would not be stapled nor be invisible once completedAnother approach included tiling over the Cracks which sounded very undesirableThe other option discussed was to resurface the poolThe latter option sounded like the best way to go since the finish has never been what it should have been and should allow for examination of the gunite and any repairs there if neededResolving this complaint will require a successful and complete repair which insures the structure is soundIt continues to be the case we are expecting a repair but it is not clear yet if it will satisfactorily resolve the situation nor when work will commence.?
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I have zero evidence that anyone came out to fix my pool? I have no copy of his receipt or work invoice...nothing? And the mason has not been touched as if this morning? Again I email a picture to *** *** showing the untouched masonThe dirt around the skimmer and supposed crack in the pvc has not been disturbed at allIs there a new autofill valve in place? ? I have no idea? I'm not the pool builder? I have no proof it was installed? And considering that I had to manually add water last weekend, I'm going on the assumption that the autofill is not installed or working or turned on?!?? Regards,
*** ***

As? stated in the complaint, New Wave Pools has properly completed all contracted work up to the plaster, final clean up? and staphases.? We respectfully disagree with the specific issues of management and oversight noted in the complaint.? We explained to the ***'s that
days of rain in past months has hampered all outdoor pool construction trades.? Our contract clearly states that for every day of rain, days of delays will occurThe weeks of daily rain prior to this past week, left our plaster subcontractor? with a backlog of Projects to do.? The ***’s demanded a firm date for plaster on Monday of this week.? In spite of multiple calls, emails, and text messages, our plaster vendor was not able to provide a firm date? ? NWP gave the *** family 5- $passes to the Hawaiian Fall Water Park to try to ease the frustration of waiting for the plaster to be completeIn spite of this, and our commitment to provide a plaster date as soon as we received it from our plaster vendor, the ***’s requested termination of our contract.? NWP wants to fulfill our contract with the ***’s and have never waivered from our commitment to do soThe complaint correctly notes the signed and agreed to contract clause stating the pool equipment remains the Property of NWP until final payment is made.? ? Payment for each Project construction phase payment contains overhead and profit for the complete Project.? Until final payment is made, NWP holds the property to assure that the Projects complete OH&P are secured through receipt of all payment, including plaster and start-up/clean upWe understand the frustration that rain delays causeHowever, this issue is not a reason to terminate a contract, or make a case for a failure to perform by NWP and its vendor team.? After years of business, we have partnered with the vendors and sub-contractors we are comfortable with in both quality and service.? For this reason, we will not use other plaster vendors as requested by the Huttton’sNWP wants to complete the Project for the ***’s as contracted.? We have reached out again to our plaster vendor to see when the *** plaster can be done.? We want the ***’s to enjoy a completed pool as soon as we possibly can provide it to them

We confirmed the minor repair work at the skimmer was done by both the plumber and the mason.? ? As stated, NWP will follow up on the work that was done last week.? Any other concerns about the pool's autofill can be addressed as a warranty item.? We have and will continue to respond to any warranty issue the ***'s have with their fully completed pool

New Wave Pools plaster group treated the hairline, non- structural surface crack as noted by Mr*** several months ago.? The stain on the plaster by the waterline rock is from the rock, not rust.? New Wave Pools will follow through with its commitment to provide additional treatment of
the plaster cosmetic repairs.? We have notified our plaster group to contact Mr*** to arrange a time to visit and schedule any remedial work required.? ? NWP has never wavered from our commitment to address the ***’s concerns and stand behind our warranties.? We sincerely apologize to the ***’s for the delay

Complaint: ***
I am rejecting this response because:There was no rain at our home on Saturday? The electrician dropped off items and was at the house for minutes? Again, there was no communication why he left and when he would return.Additionally, be very clear, there is nothing done here at no cost - we clearly and intentionally swapped out the cost of the decking around the pool in place of the requested outlets? Further to note, we did not require the rock to be hauled away from the property, but instead down to our back lot - this saved a tremendous amount of cost for NWP, not having a truck to haul it, cost of time and the cost of dumping somewhere? There was nothing done at no cost!Had the job been properly managed, it would have been noted months ago the part in the pool was missed and we would not be at point of being requested to drain the pool to that level? We paid to have water hauled in rather than running our pump for several days (risking the burn out)? We are now being asked to drain the pool to the part level and then ? fill the pool back up using our well water, again using the pump and causing it to run non-stop until filled again? Although, NWP has offered to reduce the cost by $- again, we would have to use our pump running?
Regards,
***? ***

We are sorry Mr*** filed this complaint.? ? NWP? has been communicated with? Mr***? for the past month regarding this issue.? We have offered a meeting with him as recent as last week.New Wave Pools provided additional height to Mr***'s existing stone
retaining wall and footer as directed by Mr*** and his landscape Contractor.? This? was part of our overall Project scope of work.Concern was expressed about potential settling of the existing retaining wall footer following the heavy rain that occurred recently.? Its unclear if the issue is related to year rainfall issuesExcavation at the base of the footer by others for septic? piping work.or3.? Existing footer requires additional support? for added? wall height.The portion of rock retaining wall installed by NWP in perfectly intakeThe lower existing part of the retaining wall has small grout crack lines, but does not show and displacement of the rocks.? Mr*** states the existing footer (not installed by New Wave Pools) has settled on one end.? It uncertain is this is the case and? what? caused the settling.? New Wave Pools has expressed a willingness to resolve this matter with Mr***.? We? shared that the cost for providing support for the existing footer was not including in the Project's scope of work and therefore would be an added cost whether is was part of the Project, or after the Project was completed.? ? ? ? ? ? ? ? ?

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: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 is happy to share that the ***'s have agreed to allow us to complete their pool this week.? Our plaster vendor was able to provide confirmation the ***? plaster could be done this week.? We have clean-up, plaster and stascheduled to be complete this week.? We sincerely apologize for? our inability to provide? a commitment from our plaster vendor earlier? We are glad we can complete this Project for the *** family

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 **. [redacted] 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 **. [redacted] that he take the unit the Leslies Pool/Warehouse Pool (Hayward Robotic Cleaner warranty station).  It could be that the problem is a $50 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 [redacted]We hope this helps resolve this issue.

As stated in the complaint, New Wave Pools has properly completed all contracted work up to the plaster, final clean up and start-up phases.  We respectfully disagree with the specific issues of management and oversight noted in the complaint.  We explained to the [redacted]'s that...

37 days of rain in past 2 months has hampered all outdoor pool construction trades.  Our contract clearly states that for every day of rain, 2 days of delays will occur. The 2 weeks of daily rain prior to this past week, left our plaster subcontractor with a backlog of Projects to do.  The [redacted]’s demanded a firm date for plaster on Monday of this week.  In spite of multiple calls, emails, and text messages, our plaster vendor was not able to provide a firm date.   NWP gave the [redacted] family 5- $45 passes to the Hawaiian Fall Water Park to try to ease the frustration of waiting for the plaster to be complete. In spite of this, and our commitment to provide a plaster date as soon as we received it from our plaster vendor, the [redacted]’s requested termination of our contract.  NWP wants to fulfill our contract with the [redacted]’s and have never waivered from our commitment to do so. The complaint correctly notes the signed and agreed to contract clause stating the pool equipment remains the Property of NWP until final payment is made.   Payment for each Project construction phase payment contains overhead and profit for the complete Project.  Until final payment is made, NWP holds the property to assure that the Projects complete OH&P are secured through receipt of all payment, including plaster and start-up/clean up. We understand the frustration that rain delays cause. However, this issue is not a reason to terminate a contract, or make a case for a failure to perform by NWP and its vendor team.  After 15 years of business, we have partnered with the vendors and sub-contractors we are comfortable with in both quality and service.  For this reason, we will not use other plaster vendors as requested by the Huttton’s. NWP wants to complete the Project for the [redacted]’s as contracted.  We have reached out again to our plaster vendor to see when the [redacted] plaster can be done.  We want the [redacted]’s to enjoy a completed pool as soon as we possibly can provide it to them.

Complaint: [redacted]
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 [redacted] and New Wave Pools are EXTREMELY difficult to work with.  Not only is [redacted] 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 pools. There is zero excuse why he cannot give us some sort of date for when this pool will be finished. That 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 done. He 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 ago. There 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 [redacted]'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,
[redacted]

Complaint: [redacted]
I am rejecting this response because:As indicated by New Wave pools we are tracking on this. We did meet with plastering company representative and the main crack as well as the other significant cracks were reviewed. Discussing the situation with the representative several potential resolutions were discussed. One involved an underwater repair for which it was unclear how the result would appear but it sounded like the cracks would not be stapled nor be invisible once completed. Another approach included tiling over the Cracks which sounded very undesirable. The other option discussed was to resurface the pool. The latter option sounded like the best way to go since the finish has never been what it should have been and should allow for examination of the gunite and any repairs there if needed. Resolving this complaint will require a successful and complete repair which insures the structure is sound. It continues to be the case we are expecting a repair but it is not clear yet if it will satisfactorily resolve the situation nor when work will commence. 
Regards,
[redacted]

We are sorry Mr. [redacted] filed this complaint.  NWP has been communicated with Mr. [redacted] for the past month regarding this issue.  We have offered a meeting with him as recent as last week.New Wave Pools provided additional height to Mr. [redacted]'s existing stone...

retaining wall and footer as directed by Mr. [redacted] and his landscape Contractor.  This was part of our overall Project scope of work.Concern was expressed about potential settling of the existing retaining wall footer following the heavy rain that occurred recently.  Its unclear if the issue is related to 1. 35 year rainfall issues.2. Excavation at the base of the footer by others for septic piping work.or3. Existing footer requires additional support for added wall height.The portion of rock retaining wall installed by NWP in perfectly intake. The lower existing part of the retaining wall has 2 small grout crack lines, but does not show and displacement of the rocks.  Mr. [redacted] states the existing footer (not installed by New Wave Pools) has settled on one end.  It uncertain is this is the case and what caused the settling. New Wave Pools has expressed a willingness to resolve this matter with Mr. [redacted].  We shared that the cost for providing support for the existing footer was not including in the Project's scope of work and therefore would be an added cost whether is was part of the Project, or after the Project was completed.

New Wave Pools is happy to share that the [redacted]'s have agreed to allow us to complete their pool this week.  Our plaster vendor was able to provide confirmation the [redacted] plaster could be done this week.  We have clean-up, plaster and start-up scheduled to be complete this week.  We sincerely apologize for our inability to provide a commitment from our plaster vendor earlier.   We are glad we can complete this Project for the [redacted] family.

Complaint: 12220362
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 5 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,
[redacted]  [redacted]

Complaint: [redacted]
I am rejecting this response because:I have zero evidence that anyone came out to fix my pool.  I have no copy of his receipt or work invoice...nothing.  And the mason has not been touched as if this morning.  Again I email a picture to [redacted] showing the untouched mason. The dirt around the skimmer and supposed crack in the pvc has not been disturbed at all. Is there a new autofill valve in place?  I have no idea.  I'm not the pool builder.  I have no proof it was installed.  And considering that I had to manually add water last weekend, I'm going on the assumption that the autofill is not installed or working or turned on?!? Regards,
[redacted]