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 ***’s concerns and stand behind our warranties We sincerely apologize to the ***’s for the delay
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 [redacted] s have arbitrarily held a scheduled payment for [redacted] , 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 [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 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 $
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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 [redacted] for this very satisfactory resolution Regards, [redacted]
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 [redacted] '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 [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- $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 [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 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 [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: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, [redacted] ***
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 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 [redacted] family
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? 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 [redacted] '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 [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- $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 [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 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 [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
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 [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/ 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
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.?
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 weekAny other concerns about the pool's autofill can be addressed as a warranty itemWe have and will continue to respond to any warranty issue the [redacted] 's have with their fully completed pool
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 $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
Complaint: [redacted] 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, [redacted]
As committed, New Wave Pools plaster team met with Mr [redacted] 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: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, ***? [redacted]
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
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 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 answerWe 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 [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: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, *** [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 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, [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 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, ***? [redacted]
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 ***’s concerns and stand behind our warranties We sincerely apologize to the ***’s for the delay
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 [redacted] s have arbitrarily held a scheduled payment for [redacted] , 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 [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 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 $
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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 [redacted] for this very satisfactory resolution Regards, [redacted]
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 [redacted] '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 [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- $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 [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 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 [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: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, [redacted] ***
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 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 [redacted] family
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? 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 [redacted] '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 [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- $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 [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 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 [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
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 [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/ 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
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.?
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 weekAny other concerns about the pool's autofill can be addressed as a warranty itemWe have and will continue to respond to any warranty issue the [redacted] 's have with their fully completed pool
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 $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
Complaint: [redacted] 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, [redacted]
As committed, New Wave Pools plaster team met with Mr [redacted] 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: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, ***? [redacted]
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
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 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 answerWe 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 [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: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, *** [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 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, [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 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, ***? [redacted]