Integrity Pool and Spa

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below We still have a pool with one corner inches lower than the other three; industry standards would never accept this amount of difference or this errorThis error caused drainage issues that resulted in a work around that cost $ We contracted a licensed pool specialists to repair our pool and received sub-standard workmanship and certainly a repair done not to industry standards or professional Regards, [redacted] ***

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

Hello,We did install a supplied above ground liner for this customer back on April 17,forThe customer did not request a new skimmer and we did not charge them for one because theirs was in good shapeNew gaskets were supplied for the skimmer as part of the installationOur warranty on the installation is one year ending April 17th, They requested a leak detection on their pool the week of June 27th, in which we could not take on due to the distance between our service area and their pool.Pool leaks are a common problem for all pool owners either at the system, skimmer, plumbing, or linerAll pools will leak at some point because water is always looking for a way outOur charge for a leak detection with minor repair work is $locally so $to have this leak taken care of sounds like a great dealI looked through all of our records including emails, estimates, and invoices and could not find anywhere we quoted for or charged them for a new skimmerIf they have documentation that states otherwise then I will have no issue paying them the requested amount of $

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]

Integrity Pool successfully repaired a difficult to discover leak in my pool Also Integrity Pool both recommended and successfully implemented a much-needed retrofit of my original pool design, which has been problematic for several yearsIn both cases the issues were difficult to discover and address I am extremely pleased with the results that Integrity Pool deliveredJon and his team deliver exactly what their mission statement pledgesSince I’ve had my work done I have heard from others that have also had work done by Integrity Pool, such as vinyl liner replacements, and their feelings are exactly the same as mine

We have made contact with Ms*** regarding this matter and scheduled an appointment for this morningWe were not able to find a leak after an hour of diagnosing with pressure testingThis matter is in the process of being cleared up with her monitoring the water level to be certain
everything is ok

There was an issue with the Revdex.com web site and wouldn't allow a response to Integrity Pool & Spa's responseA new skimmer is replaced when a new pool liner is installedIf the skimmer is in good shape, then it needs to be resealed so that there are no leaksThis is where the water constantly flows out of the pool thru the sand filter for cleaningIf the seals are not secure, there will be a lot of water leaking thru the skimmerWe have spent way over $in excess water bills due to this leakIt's odd that he brought a new skimmer to install for our pool liner job, however, he said it would not fit-was the wrong skimmer so he just put the old one backWhy would he bring a new one as part of the installation package and then say it was the wrong one so he put the old one back if it wasn't part of the package? He never gave us a written quote with detailsHe was a pool contractor recommended by our pool supply company as a contractor on their list-which, by the way no longer recommends this pool contractorHe took the skimmer that he brought for our pool liner installation and sold it at a profit to another customerHe should at least reimburse us for not servicing a liner replacement job that he installed-the liner has a ten year warranty, he himself said it should last a good ten years without a problem, he resold the skimmer that he brought for the job-and resold it to another customer, due to his negligence we had to keep refilling the powe had let the water get too low, it would have burned up the sand filter and voided the warranty on the liner itselfThe water bill ran over our regular bill by a lot more than the $that we are asking forIn our area, when the water bill exceeds a certain amount, you are charged an additional amount for sewer surchargesWhat we are asking for is compensation for the new skimmer-that we did not get, and had to have serviced as a result of this-and the labor for doing soIt is not an unfair amountThis business refused to respond to over phone calls-messages left and voice mail messages left on the owner's cell phoneFinally, my wife called the business and was told they no longer service miles further to our areaGood business practice is to at least service the customers you sold to or provided service for in the pastThis business should have made an effort to make this right instead of totally ignoring the pleas for helpThis sets a horrible example for other businesses to follow.
*** ***

Hello,
We did install a supplied above ground liner for this customer back on April 17,forThe customer did not request a new skimmer and we did not charge them for one because theirs was in good shapeNew gaskets were supplied for the skimmer as part of the installationOur
warranty on the installation is one year ending April 17th, They requested a leak detection on their pool the week of June 27th, in which we could not take on due to the distance between our service area and their pool.Pool leaks are a common problem for all pool owners either at the system, skimmer, plumbing, or linerAll pools will leak at some point because water is always looking for a way outOur charge for a leak detection with minor repair work is $locally so $to have this leak taken care of sounds like a great deal
I looked through all of our records including emails, estimates, and invoices and could not find anywhere we quoted for or charged them for a new skimmerIf they have documentation that states otherwise then I will have no issue paying them the requested amount of $

Hello,We did install a supplied above ground liner for this customer back on April 17,forThe customer did not request a new skimmer and we did not charge them for one because theirs was in good shapeNew gaskets were supplied for the skimmer as part of the installationOur warranty on the
installation is one year ending April 17th, They requested a leak detection on their pool the week of June 27th, in which we could not take on due to the distance between our service area and their pool.Pool leaks are a common problem for all pool owners either at the system, skimmer, plumbing, or linerAll pools will leak at some point because water is always looking for a way outOur charge for a leak detection with minor repair work is $*** locally so $*** to have this leak taken care of sounds like a great dealI looked through all of our records including emails, estimates, and invoices and could not find anywhere we quoted for or charged them for a new skimmerIf they have documentation that states otherwise then I will have no issue paying them the requested amount of $***

Great company Work was completed in one day and it was very satisfactory My pool had been closed for years prior to purchasing the home It was a swamp Frogs were swimming on their backs, turtles were floating, the liner was so dirty and dingy you couldn't tell what color it was It was the pool from hell They set up a date to come out, drain the pool, put in a new liner and it was awesome Yes, they met my expectations and was great to work with

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Hello,We did install a supplied above ground liner for this customer back on April 17,2014 for. The customer did not request a new skimmer and we did not charge them for one because theirs was in good shape. New gaskets were supplied for the skimmer as part of the installation. Our warranty on the...

installation is one year ending April 17th, 2015. They requested a leak detection on their pool the week of June 27th, 2016 in which we could not take on due to the distance between our service area and their pool.Pool leaks are a common problem for all pool owners either at the system, skimmer, plumbing, or liner. All pools will leak at some point because water is always looking for a way out. Our charge for a leak detection with minor repair work is $350 locally so $120 to have this leak taken care of sounds like a great deal. I looked through all of our records including emails, estimates, and invoices and could not find anywhere we quoted for or charged them for a new skimmer. If they have documentation that states otherwise then I will have no issue paying them the requested amount of $120.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We still have  a pool with one corner 2 inches lower than the other three; industry standards would never accept this amount of difference or this error. This error caused drainage issues that resulted in a work around that cost $1950.  We contracted a licensed pool specialists to repair our pool and received sub-standard workmanship and certainly a repair done not to industry standards or professional.
Regards,
[redacted]

We did exactly what was agreed upon, quoted, and under contract to do.
 This old pool needed more work than any of us could tell with water and old liner in place. Both IPS and the concrete contractor ran into quite a few unanticipated repairs in and outside of this pool. Integrity Pools gave at least 8 hrs of labor at no additional expense and all unanticipated parts at our cost as a way to help with their unfortunate situation they found themselves in. The pool hasn't been square, level, or plum in a couple decades and our basic repairs on the middle of the pool wall was not a magical fix for the walls and all the corners not being level. The labor to fix this middle section of wall was $500 which would not come close to covering the expense of squaring and leveling there whole pool. I was under the impression we all were on the same page when we signed the contract for $10s of thousands less of what a perfectly level pool would cost. (Again, I recommended a new pool on the first visit to their pool.)   
Unanticipated repairs are very frustrating and we understand this. We are willing to write a check for $1000 to help you out with our unanticipated expenses with your concrete contractor. This is more than meeting you in the middle and will save both of us time and money in court. Please let me know if this is acceptable and I'll have our lawyer send you a certified check. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
[redacted], this is in response to the letter dated 9/16/2014 from Revdex.com with the company’s response to our filed complaint.
 
Nothing has been resolved. The company only restated what they verbally have said before and has made no effort at resolution to our complaint.
 
[redacted] states that “…came up with a plan to address the low section…” Well that’s exactly what we are complaining about, he left part of the repair “low”!
 
[redacted] never told us that he would be leaving part of the wall “low” and unlevel, he is the professional, how would we be expected to know that he was only going to do a partial repair! Obviously we would have never contracted to have a partial job done if told that was the case, what sense would that make. What makes even less sense is that he admitted that it would have only taken him about 5 minutes to have measured the corner and made it level when he was running the string! This is a simple case of Integrity Pools “making a mistake”, they forgot to check if the corner was “low” when running the string.
 
If my kitchen counters have fallen down and I contracted a company to repair them, I wouldn’t have to specify that they be level nor would I expect them to not be level when done. A kitchen counter, or a wall, be it a pool wall or a wall in the house, no one would expect to have to specify “I want the wall to also be level”. This is like having a wall repaired in a house and the person not making it meet the ceiling in one corner leaving it 2 inches “low”, because “ it wasn’t in the contract”
 
As he stated, he came up with the plan, we did not. He makes the statement that he “made no allusions” this would compare to a “brand new pool”, no kidding, when I take my vehicle in for repairs I don’t expect a new car, nor did I expect this to “compare to a new pool” But just like my vehicle, I expect the repair to be done professionally and correctly which is definitely NOT what Integrity Pools did.
 
He makes the statement that making the pool walls and corner level was not part of “the plan, quote or contract”. If the “plan” was to not make them level, that should have been brought to our attention, IT WAS NOT, either verbally or in writing!
 
I was trying to be overly fair with Integrity Pools and only asked that they refund the amount that I was having to pay extra to the concrete company for working around this substandard work. It is well within my right to ask to have the complete job redone in its entirety at no cost to me and the repaired walls made level or a complete refund made to have another company redo the substandard work that Integrity Pools did. I find it UNBELEIVABLE that Integrity Pools actually quoted us an additional $3,000+ to correct their shoddy workmanship! Talk about a bait and switch, quote to do a job, then when they don’t do it right ask for more money to make it right!
 
I’m happy to provide any additional information that may be needed. My next step if Integrity Pools doesn’t offer resolution will be to file a complaint with [redacted] since they are a licensed contractor. After that we will file legal action against [redacted] and Integrity Pools until we get acceptable resolution.
 
[redacted]

There was an issue with the Revdex.com web site and wouldn't allow a response to Integrity Pool & Spa's response. A new skimmer is replaced when a new pool liner is installed. If the skimmer is in good shape, then it needs to be resealed so that there are no leaks. This is where the water constantly flows out of the pool thru the sand filter for cleaning. If the seals are not secure, there will be a lot of water leaking thru the skimmer. We have spent way over $[redacted].00 in excess water bills due to this leak. It's odd that he brought a new skimmer to install for our pool liner job, however, he said it would not fit-was the wrong skimmer so he just put the old one back. Why would he bring a new one as part of the installation package and then say it was the wrong one so he put the old one back if it wasn't part of the package? He never gave us a written quote with details. He was a pool contractor recommended by our pool supply company as a contractor on their list-which, by the way no longer recommends this pool contractor. He took the skimmer that he brought for our pool liner installation and sold it at a profit to another customer. He should at least reimburse us for not servicing a liner replacement job that he installed-the liner has a ten year warranty, he himself said it should last a good ten years without a problem, he resold the skimmer that he brought for the job-and resold it to another customer, due to his negligence we had to keep refilling the pool-if we had let the water get too low, it would have burned up the sand filter and voided the warranty on the liner itself. The water bill ran over our regular bill by a lot more than the $[redacted].00 that we are asking for. In our area, when the water bill exceeds a certain amount, you are charged an additional amount for sewer surcharges. What we are asking for is compensation for the new skimmer-that we did not get, and had to have serviced as a result of this-and the labor for doing so. It is not an unfair amount. This business refused to respond to over 15 phone calls-messages left and voice mail messages left on the owner's cell phone. Finally, my wife called the business and was told they no longer service 15 miles further to our area. Good business practice is to at least service the customers you sold to or provided service for in the past. This business should have made an effort to make this right instead of totally ignoring the pleas for help. This sets a horrible example for other businesses to follow. 
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

The first time on site was around a year and a
half ago when [redacted] arranged a meeting at their pool. They were
looking for quotes for renovating their 30 year old pool. After a quick visual
inspection of the pool I noticed...

settling of the pool wall where the concrete
on top of the wall has allowed it to give way, collapsing the wall around
6". At this point, I recommended [redacted] to 3 reputable
companies for quoting them on removing the original pool and installing a new
one. 9 months later I received anther call from them asking us to take another
look to see if there is any other less expensive option besides a $30,000 plus
new pool. I took another look and came up with a plan that would address this
low section of pool wall by having fabricated panels that would lay over their
existing wall allowing us to raise the slumping mid-section of the pool. The
fabricated panels came to $1100 with around $500 for the labor. This amount and
plan was quoted in advanced and was part of the full renovation amount of
$6744.93 that included the liner install, step replacement, new skimmer, new
coping, wall foam, water to fill, and concrete to set the steps. I made no
allusions that this renovation would compare to a brand new pool and the price
of $6744.93 compared to $30,000+ reflected this as well. We ran into
unanticipated repairs that were quoted in advance and authorized for the total
job costing $7101.41. 
When installing this panel over the existing wall
we used a string line from one corner of the pool to the other raising the new
panels to this line. This was to make a gradual transition from old wall to new
panels. Raising the pool for all walls and corners to be perfectly level was
not part of the plan, quote, or contract. Our work was a simple solution to
correct the one low section. 
Once the concrete contractor noticed one corner
was lower than he anticipated they contacted us blaming us for this. I showed
up the same day as the complaint to have a look. I informed [redacted] this had
nothing to do with our work there and that all corners were not level because
the pool is 30 years old. I told him this corner of the pool was not part of
his contracted work with us and that I did not lower this corner. The low
corner was not noticed by us because we were not hired to do the grading. The
concrete company was hired to demo the old concrete and to grade and pour a new
pad around the pool. They should have noticed and anticipated any grading
issues they would have prior to quoting them for his work. I told [redacted] that
if he wanted us to raise and level all corners (because all corners were
unlevel) we could and quoted him for this additional work. [redacted]
choose to hire the concrete contractor to add an additional drain to their deck
and choose to turn down our quote to raise the corner of the pool. This would
be classified as unanticipated work for the concrete contractor in which they
invoiced [redacted].
[redacted] has contacted us multiple times
regarding payment from us to his concrete contractor for the added expense of
this additional drain. We have politely notified him that we do not feel
responsible for this repair because nothing we did created this issue. There is
nothing in any quote, invoice, email, or contract indicating this repair was something
they wanted us to handle prior to starting the job nor did we give any
indication this corner was going to be repaired as part of our agreement/
contract. They choose to hire the concrete contractor to install the additional
drain to handle the grading issues they were having. We should not be
responsible for this repair expense.  
I have [redacted] the contract, pictures of the
work, and quotes (both the original and the quote for additional work required
to raise the pool corners.)

Review: April 2014 we contacted this company from a list of pool contractors given by our pool supply company. Jon, the owner, called my husband and set it up to replace our 18ft above ground pool liner. We supplied the liner. When he replaced the liner, he didn't have the correct skimmer-so he put our old skimmer back and didn't seal it correctly. Part of the price was to replace the skimmer with a new one-which he apparently resold to another customer. We noticed water leaking-this season and made several attempts to call this business. My wife and I left several voice mail messages-none were returned. I even called the owner's cell number several times-left several messages-he never returned my call. After several days of trying to contact them, my wife got someone at the business and his response was they don't service this area anymore. They should have stood behind their work even if they no longer service our area.Desired Settlement: We feel they owe us at least $70.00 for a new skimmer that has a faceplate and seal, and $50.00 for the labor. We got someone else to service our pool quickly-. Since this issue resulted from Integrity Pool & Spa's not having the correct skimmer-and that is what we paid for in the installation pkg., we feel they at least need to pay partial payment for the cost we are being charged to correct that issue. Settlement request $120.00.

Business

Response:

Hello,We did install a supplied above ground liner for this customer back on April 17,2014 for. The customer did not request a new skimmer and we did not charge them for one because theirs was in good shape. New gaskets were supplied for the skimmer as part of the installation. Our warranty on the installation is one year ending April 17th, 2015. They requested a leak detection on their pool the week of June 27th, 2016 in which we could not take on due to the distance between our service area and their pool.Pool leaks are a common problem for all pool owners either at the system, skimmer, plumbing, or liner. All pools will leak at some point because water is always looking for a way out. Our charge for a leak detection with minor repair work is $350 locally so $120 to have this leak taken care of sounds like a great deal. I looked through all of our records including emails, estimates, and invoices and could not find anywhere we quoted for or charged them for a new skimmer. If they have documentation that states otherwise then I will have no issue paying them the requested amount of $120.

Consumer

Response:

There was an issue with the Revdex.com web site and wouldn't allow a response to Integrity Pool & Spa's response. A new skimmer is replaced when a new pool liner is installed. If the skimmer is in good shape, then it needs to be resealed so that there are no leaks. This is where the water constantly flows out of the pool thru the sand filter for cleaning. If the seals are not secure, there will be a lot of water leaking thru the skimmer. We have spent way over $120.00 in excess water bills due to this leak. It's odd that he brought a new skimmer to install for our pool liner job, however, he said it would not fit-was the wrong skimmer so he just put the old one back. Why would he bring a new one as part of the installation package and then say it was the wrong one so he put the old one back if it wasn't part of the package? He never gave us a written quote with details. He was a pool contractor recommended by our pool supply company as a contractor on their list-which, by the way no longer recommends this pool contractor. He took the skimmer that he brought for our pool liner installation and sold it at a profit to another customer. He should at least reimburse us for not servicing a liner replacement job that he installed-the liner has a ten year warranty, he himself said it should last a good ten years without a problem, he resold the skimmer that he brought for the job-and resold it to another customer, due to his negligence we had to keep refilling the pool-if we had let the water get too low, it would have burned up the sand filter and voided the warranty on the liner itself. The water bill ran over our regular bill by a lot more than the $120.00 that we are asking for. In our area, when the water bill exceeds a certain amount, you are charged an additional amount for sewer surcharges. What we are asking for is compensation for the new skimmer-that we did not get, and had to have serviced as a result of this-and the labor for doing so. It is not an unfair amount. This business refused to respond to over 15 phone calls-messages left and voice mail messages left on the owner's cell phone. Finally, my wife called the business and was told they no longer service 15 miles further to our area. Good business practice is to at least service the customers you sold to or provided service for in the past. This business should have made an effort to make this right instead of totally ignoring the pleas for help. This sets a horrible example for other businesses to follow.

Review: We called [redacted] with Integrity pools, based on a recommendation from one of his customers, to come, evaluate and discuss what options we had for a problem we had with our pool walls and surrounding concrete. We had determined that the ground underneath the concrete has sunk allowing the concrete weight on the pool wall to cause it to buckle and sag.

[redacted] surveyed the situation and said that he could easily repair the wall by putting new wall panels over the old ones along with the other work that we needed done, such as putting in a new vinyl liner and replacing various other parts. We were concerned and asked if the base that supported the wall had also sunk but [redacted] assured us that it was fine and that putting the new wall panels over the old panels was all that was needed and would save us money.

We also decided after consulting with [redacted] that we would purchase new steps as well since the old one was buckling from the concrete too.

We contracted [redacted] with Integrity Pools to do work he recommended at the price he quoted on 11/13/2013.

During the work being performed while the steps were being installed, [redacted] advised us that the wall panels next to the steps had corroded thru and needed to be replaced as well. We agreed to this change order and additional charge as it was hidden and unexpected. During his work [redacted] asked more than once “are you sure everything is level?” to which he replied it was.

[redacted] performed the work and everything appeared good to our untrained eyes, we made final payment for the work.

We then had a concrete company begin work to lay new concrete. They arrived and began to setup their forms. They came to us and asked if we knew that the new walls were not level and that they could not get proper slope away from the pool for proper water drainage away from the pool as it had been and asked what we wanted to do. They explained that the new walls, and steps, were not level and sloping down towards one corner where the new walls met and that the corner was 2 inches lower than the other 3 corners which were essentially exactly the same within one quarter inch. They commented that they had never seen a pool with uneven walls and that someone made a big mistake.

I immediately called J[redacted] and told him there was a problem with the new walls and steps that he had done and asked if he could come and meet with us and the concrete contractor to discuss. He agreed and arrived shortly thereafter. [redacted] surveyed and saw that the corner was indeed lower than the rest and that the walls he repaired were not level.

I asked [redacted] how the new walls were put in and he said that they were essentially screwed onto the old walls. I inquired if he could have made the walls level when he attached them in the first place and he said that, yes he could have. He specifically said when I asked him how the walls ended up being un-level, he said that all he did was run a string from one corner of the pool to the other end and installed the walls to that line. I asked, “so you could have raised the string two inches on one end and the new walls would have been level”, to which he answered “Yes”.

He said that he could not redo the walls to fix the issue so that they would be level now because the liner was custom cut and ordered to match the pool measurements, measurements which he made, and that if he raised the wall to correct for not being level and to make the corner match the others, the new liner would not be able to stretch that two inches and he would have to order another new liner. He commented that he had already had to buy a second liner because he had accidentally punctured the first one in his truck.

After consideration [redacted] said that he hadn’t been contracted to make the new walls level, only to “repair them”, but that he would be happy to fix it due to “unforeseen circumstances” for an additional $3,150.00!

I told him that was unacceptable, I wasn't going to pay to have the wall fixed again, and that the concrete company had come up with a “workaround” that would deal with the fact that Integrity Pools had not done a professional job and had improperly installed the new wall panels. They would have to work the concrete to a different slope and install an additional drainage system.

I informed [redacted] that I would have the concrete company install the additional drainage to compensate for the improperly installed walls and that I would forward him the invoice showing the additional cost for this work and drain system. I informed him that the concrete company estimated that the “workaround” could cost up to $2,000.00, [redacted] did not say that he would not pay for this.

The concrete work was completed, I forward the invoice showing the additional work for $1,950.00 to Integrity Polls for reimbursement. [redacted] has refused to reimburse us for the additional work caused by his shoddy workmanship on this job and now refuses to talk with us and said “talk to his attorney”.Desired Settlement: A refund of the additional amount, $1,950.00, we had to pay the concrete contractor to work around this vendors poor work.

Business

Response:

The first time on site was around a year and a

half ago when [redacted] arranged a meeting at their pool. They were

looking for quotes for renovating their 30 year old pool. After a quick visual

inspection of the pool I noticed settling of the pool wall where the concrete

on top of the wall has allowed it to give way, collapsing the wall around

6". At this point, I recommended [redacted] to 3 reputable

companies for quoting them on removing the original pool and installing a new

one. 9 months later I received anther call from them asking us to take another

look to see if there is any other less expensive option besides a $30,000 plus

new pool. I took another look and came up with a plan that would address this

low section of pool wall by having fabricated panels that would lay over their

existing wall allowing us to raise the slumping mid-section of the pool. The

fabricated panels came to $1100 with around $500 for the labor. This amount and

plan was quoted in advanced and was part of the full renovation amount of

$6744.93 that included the liner install, step replacement, new skimmer, new

coping, wall foam, water to fill, and concrete to set the steps. I made no

allusions that this renovation would compare to a brand new pool and the price

of $6744.93 compared to $30,000+ reflected this as well. We ran into

unanticipated repairs that were quoted in advance and authorized for the total

job costing $7101.41.

When installing this panel over the existing wall

we used a string line from one corner of the pool to the other raising the new

panels to this line. This was to make a gradual transition from old wall to new

panels. Raising the pool for all walls and corners to be perfectly level was

not part of the plan, quote, or contract. Our work was a simple solution to

correct the one low section.

Once the concrete contractor noticed one corner

was lower than he anticipated they contacted us blaming us for this. I showed

up the same day as the complaint to have a look. I informed [redacted] this had

nothing to do with our work there and that all corners were not level because

the pool is 30 years old. I told him this corner of the pool was not part of

his contracted work with us and that I did not lower this corner. The low

corner was not noticed by us because we were not hired to do the grading. The

concrete company was hired to demo the old concrete and to grade and pour a new

pad around the pool. They should have noticed and anticipated any grading

issues they would have prior to quoting them for his work. I told [redacted] that

if he wanted us to raise and level all corners (because all corners were

unlevel) we could and quoted him for this additional work. [redacted]

choose to hire the concrete contractor to add an additional drain to their deck

and choose to turn down our quote to raise the corner of the pool. This would

be classified as unanticipated work for the concrete contractor in which they

invoiced [redacted].

[redacted] has contacted us multiple times

regarding payment from us to his concrete contractor for the added expense of

this additional drain. We have politely notified him that we do not feel

responsible for this repair because nothing we did created this issue. There is

nothing in any quote, invoice, email, or contract indicating this repair was something

they wanted us to handle prior to starting the job nor did we give any

indication this corner was going to be repaired as part of our agreement/

contract. They choose to hire the concrete contractor to install the additional

drain to handle the grading issues they were having. We should not be

responsible for this repair expense.

I have [redacted] the contract, pictures of the

work, and quotes (both the original and the quote for additional work required

to raise the pool corners.)

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

[redacted], this is in response to the letter dated 9/16/2014 from Revdex.com with the company’s response to our filed complaint.

Nothing has been resolved. The company only restated what they verbally have said before and has made no effort at resolution to our complaint.

[redacted] states that “…came up with a plan to address the low section…” Well that’s exactly what we are complaining about, he left part of the repair “low”!

[redacted] never told us that he would be leaving part of the wall “low” and unlevel, he is the professional, how would we be expected to know that he was only going to do a partial repair! Obviously we would have never contracted to have a partial job done if told that was the case, what sense would that make. What makes even less sense is that he admitted that it would have only taken him about 5 minutes to have measured the corner and made it level when he was running the string! This is a simple case of Integrity Pools “making a mistake”, they forgot to check if the corner was “low” when running the string.

If my kitchen counters have fallen down and I contracted a company to repair them, I wouldn’t have to specify that they be level nor would I expect them to not be level when done. A kitchen counter, or a wall, be it a pool wall or a wall in the house, no one would expect to have to specify “I want the wall to also be level”. This is like having a wall repaired in a house and the person not making it meet the ceiling in one corner leaving it 2 inches “low”, because “ it wasn’t in the contract”

As he stated, he came up with the plan, we did not. He makes the statement that he “made no allusions” this would compare to a “brand new pool”, no kidding, when I take my vehicle in for repairs I don’t expect a new car, nor did I expect this to “compare to a new pool” But just like my vehicle, I expect the repair to be done professionally and correctly which is definitely NOT what Integrity Pools did.

He makes the statement that making the pool walls and corner level was not part of “the plan, quote or contract”. If the “plan” was to not make them level, that should have been brought to our attention, IT WAS NOT, either verbally or in writing!

I was trying to be overly fair with Integrity Pools and only asked that they refund the amount that I was having to pay extra to the concrete company for working around this substandard work. It is well within my right to ask to have the complete job redone in its entirety at no cost to me and the repaired walls made level or a complete refund made to have another company redo the substandard work that Integrity Pools did. I find it UNBELEIVABLE that Integrity Pools actually quoted us an additional $3,000+ to correct their shoddy workmanship! Talk about a bait and switch, quote to do a job, then when they don’t do it right ask for more money to make it right!

I’m happy to provide any additional information that may be needed. My next step if Integrity Pools doesn’t offer resolution will be to file a complaint with [redacted] since they are a licensed contractor. After that we will file legal action against [redacted] and Integrity Pools until we get acceptable resolution.

Business

Response:

We did exactly what was agreed upon, quoted, and under contract to do.

This old pool needed more work than any of us could tell with water and old liner in place. Both IPS and the concrete contractor ran into quite a few unanticipated repairs in and outside of this pool. Integrity Pools gave at least 8 hrs of labor at no additional expense and all unanticipated parts at our cost as a way to help with their unfortunate situation they found themselves in. The pool hasn't been square, level, or plum in a couple decades and our basic repairs on the middle of the pool wall was not a magical fix for the walls and all the corners not being level. The labor to fix this middle section of wall was $500 which would not come close to covering the expense of squaring and leveling there whole pool. I was under the impression we all were on the same page when we signed the contract for $10s of thousands less of what a perfectly level pool would cost. (Again, I recommended a new pool on the first visit to their pool.)

Unanticipated repairs are very frustrating and we understand this. We are willing to write a check for $1000 to help you out with our unanticipated expenses with your concrete contractor. This is more than meeting you in the middle and will save both of us time and money in court. Please let me know if this is acceptable and I'll have our lawyer send you a certified check.

Sincerely,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

We still have a pool with one corner 2 inches lower than the other three; industry standards would never accept this amount of difference or this error. This error caused drainage issues that resulted in a work around that cost $1950. We contracted a licensed pool specialists to repair our pool and received sub-standard workmanship and certainly a repair done not to industry standards or professional.

Regards,