Hampton Cat Inc

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

Complaint: [redacted]
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 5 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 4 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 2 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 $150 - again, we would have to use our pump running.  
Regards,
[redacted]

The pool as been complete and operational for over 3 weeks.   The only remaining work items is 4 electrical outlets provided at no cost during the contract negotiations covering the conduit trench and a fitting for the pool cleaner.  The [redacted]s have arbitrarily...

held a scheduled payment for [redacted], and are holding the final payment for clean up and start-up as well.  By the terms of our contract, we could stop work on the Project for failure the make a scheduled payment for both [redacted] and the final payment.  We have not done this and have committed to complete the remaining item in a timely fashion.  We told Ms. [redacted] 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 inbox. The work is scheduled to be done this week as committed. Once this work is complete, NWP expects immediate payment for scheduled payments that are overdue. The value of the work to be completed in $800

New Wave Pools plaster group treated the hairline, non- structural surface crack as noted by Mr. [redacted] 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. [redacted] to arrange a time to visit and schedule any remedial work required.   NWP has never wavered from our commitment to address the [redacted]’s concerns and stand behind our warranties.  We sincerely apologize to the [redacted]’s for the delay.

New Wave Pools has been executing work and communicating with the [redacted]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 [redacted]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 [redacted]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 [redacted]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 [redacted]s have been enjoying their pool since plaster was completed a month ago and continue to enjoy it for years to come.

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 [redacted]'s have with their fully completed pool.

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 2 weeks.   We receive Ms. [redacted]'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 [redacted]'s pool.   We are sorry that we have left the [redacted]'s with the feeling that we would not honor any and all warranties.

The UV units lamp burned out. We shared with Mr. [redacted] 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. [redacted] 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. [redacted]. 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: [redacted]
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,
[redacted]

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