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LoneStar Fiberglass Pools, LLC

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Reviews LoneStar Fiberglass Pools, LLC

LoneStar Fiberglass Pools, LLC Reviews (6)

Complaint: ***
I am rejecting this response because:My concerns and rebuttals to thisnightmare of a pool experience is based on a very poor / rushed install that resultedin: Major and minor leaks Poor plumbing installation of the lines Poor quality of the fiberglass and gel coat quality which led to the pool having white spots, fading and cracking in less than six months. I will address the reply made by Lone Star Pools below: 1. Leaking plumbing. All the factory lines / return lines were not factory sealed thuscausing leaks. The return skimmer basketwas factory installed but when lowered in the ground by *** it was pinchedback 12-inches and slammed forward causing the multiple seal issues betweenthe fiberglass and skimmer basket seal. 2. A defective waterfallThe water fall rocks were properly sealed and the plumbing in theground had to be replaced from the pool to the intended waterfall because thePVC pipes leaked not the waterfall. Thecontractors I hired also worked for Lone Star pools and my concern has alwaysbeen the poor pool installation and poor quality of the materials used toconstruct the pool, fiberglass and very poor gel coatNot the waterfall itselfbut the PVC line installed to the waterfall.3. Inadequate surface coating. The gel coat is constructed of a very poor quality material whichstarted with white spots then fading and hairline cracking. Lone Star came out to claim it was hard water/ calcium and implied poor maintenanceI can assure you as a RN I have takenplenty of chemistry and science classes and can maintain people’s lives withmore complex issues thus, provided this pool with the correct care and maintenanceneeded to use the pool. The poor gelcoat was confirmed by using a Calcium remover which causes a bubbling reactionto the gel coat surfaceHowever, the pool below the water line did not react whichverifies it was defective coating vshard water /calcium. I was informed that his company went to acheaper quality gel coat product from China which is the primary reason for thewhite spots, fading and fine lined cracks4. The following is a timeline of events, confirmed by emails anddocuments signed by *** ***: *** *** had previously had a poolinstalled by another company. He apparently was dissatisfied with thatpool, had it removed, and Lone Star. This is incorrect. The previous pool was present when I bought my house. My reason for purchasing a new different poolwas based on plumbing issues and the shape of the old pool.5. One of his concerns with the prior pool was severe surfacediscoloration. I did have surface discoloration from in my old Viking pool which was present when Ipurchased the house, however the plumbing and shape was the reason forpurchasing a new poolAnd it was promised to me that this new Lone Star Poolwould not have this discoloration issues, even with hard water, by your salesperson. The Lone Star Pool sales person *** *** (now resigned) promised a night and day pool product with regards to pool strength, pool gelcoat, warranty, installation process, and ease of maintenance. None of these promises were delivered6. Discoloration can occur for various reasons, but generally thehomeowner must treat, per the instructions provided, for hard water, calciumand scale.Once again I did treat this pool with the correct pool products to control and reduce calciumand scale but this is a poor gel coat quality issue not a chemist / Texas hardwater issue. The product is advertised as an easy to maintain pool but they blame the *** if and when the gel coatgoes bad. The gel coat would have gone bad even if I filled the pool with 25,gallons distilled water7. Waterfall- Lone Star did not install the waterfall. *** *** hired his own contractor to install the waterfall. 8. Leaking plumbing of the PVC inch linesDuring installation Lone Star workers placed a PVC line over oneof the LED lights casing and when the pool shifted it cracked the casingcausing a major leak and the loss of that lightThe Lone Star pool originallyhad lights and now it has led lights which does not supply enough lighting for that size of a pool.9. Cracks *** *** reported leaks and cracks. The leaks and cracks were repaired at Lone Star’s cost. *** *** sent us an email confirming his satisfaction(attached)The poor / fast install and mixed back fill of sand and crushedrock caused major shifting resulting in major floor cracking and leaking in aless than year old pool. The *** pushed his brother *** to hurry up and finish the job. I did hear conversations of him screaming on the phoneInadequate Surface Coating *** *** complained that he wasnot happy with the surface coating. Lone Star thereafter contactedan independent contractor, *** *** with Acrylic Crafters, who specializes inapplication of acrylic color to pools, to recoat the pool. This wasdone at Lone Star’s expense. *** *** thereafter met with *** ***to discuss the process. *** *** chose a light silver color for therecoating, to minimize the appearance of any future discoloration. The major problem with this event with this contractor is that you led me to believe the fiberglass work andgel coat work could be remedied with the use of Acrylic Crafters- (which went out of business) Issues: he fixed the fiberglass and the leaks in the pool and backfilled a few areas with concrete.However, I was tricked to believe that I was getting a Fiberglass gel coat andthey applied a cheap sprayed on Acrylic product that started peeling and fadingafter one week of signing for the completion of the work. You also would not replace the pool buthired *** *** to now cover the “gel coat warranty”. Also, you would notdo any repairs unless I signed this agreement leaving me no choice but to usehim after I asked for references about his work and other replacement options. I did pick silver vsroyal blue based upon the color fade spots on the original Lone Star PoolI did this because of thedifficulty of dealing with Lone Star Pool to remedy the problem and if the poolspotted or faded again, a lighter color would not be as noticeable as the royalblue original color. Lone star pools also makes the pools themselves and a replacement would have been the best remedy so, they could also back fill it correctlyThus, preventing the chance of additional shifting and cracking*** *** signed a Letter of Agreement on 9/12/with LoneStar, agreeing that Lone Star’s gel coat warranty would be replaced ansuperseded with the gel coat warranty given by Acrylic Crafters, as Lone Starwas not performing this service (attached) *** *** also signedthe Acrylic Crafter’s warranty on 9/9/(attached). Acrylic Crafterscompleted the job on 9/19/13. *** *** sent Lone Star an email on 9/29/stating that thework had been completed and that he was happy with the job(attached). Please let us know if you need any furtherinformation. Again I thought the gel coat was fixed, however less than week after the repair job itstarted to peel, fade and scratch when one would use a standard pool brush. I was scammed on the material /labor with and was misled that the pool was receiving a new gel coat but an acrylic paint on product was applied that failed. Lone Star picked this company and the terms; now because of the poorproduct and service of Lone Star I have a $40,pond not poolSome of *** ***’s complaints are too general and/or appearto be ‘legal language’ and therefore are difficult to address specifically.*** *** does state in his complaint that he has suffered‘severe mental anguish’ and seeks $50,for mental anguish (and attorneys’ fees). My above list of tragic events and exploitation is concerning forme and my family. As a Desert Storm Army Veteran that works hard taking care of other Vets I am disappointed to datewith overall remedies that Lone Star Pools has provided to me and myfamily. This pool was to help me reduce stress not multiply it. I am seeking a new pool replacement or my money backOtherwise, I will be forced to continue withlegal actions and class action options for over $50,
Regards,
*** ***

Dear *** ***, This is Lone Star Fiberglass Pools of Texas’ timely response to the complaint filed by *** ***. It is unfortunate that we were unable to ultimately satisfy *** ***. We enjoy an excellent reputation and pride ourselves on providing quality
pools and installation. Our customers are our neighbors, friends, and members of the community, and we have numerous testimonials from happy customers. In those rare instances where a customer is not initially 100% satisfied, it is our goal to ensure that the pool is installed to the customer’s satisfaction. Some of *** ***’s complaints are too general and/or appear to be ‘legal language’ and therefore are difficult to address specifically *** *** does state in his complaint that he has suffered ‘severe mental anguish’ and seeks $50,for mental anguish (and attorneys’ fees). However, his general concerns appear to be the leaking plumbing, a defective waterfall and inadequate surface coating. The following is a timeline of events, confirmed by emails and documents signed by *** ***: *** *** had previously had a pool installed by another company. He apparently was dissatisfied with that pool, had it removed, and Lone Star. One of his concerns with the prior pool was severe surface discoloration. Discoloration can occur for various reasons, but generally the homeowner must treat, per the instructions provided, for hard water, calcium and scale. *** *** had the same problem with the pool we installed, which may be an indication of failure to follow those instructions. Defective WaterfallLone Star did not install the waterfall. *** *** hired his own contractor to install the waterfall. Leaking plumbing/cracks*** *** reported leaks and cracks. The leaks and cracks were repaired at Lone Star’s cost. *** *** sent us an email confirming his satisfaction (attached). Inadequate Surface Coating*** *** complained that he was not happy with the surface coating. Lone Star thereafter contacted an independent contractor, *** *** with Acrylic Crafters, who specializes in application of acrylic color to pools, to recoat the pool. This was done at Lone Star’s expense. *** *** thereafter met with *** *** to discuss the process. *** *** chose a light silver color for the recoating, to minimize the appearance of any future discoloration. *** *** signed a Letter of Agreement on 9/12/with Lone Star, agreeing that Lone Star’s gel coat warranty would be replaced an superseded with the gel coat warranty given by Acrylic Crafters, as Lone Star was not performing this service (attached) *** *** also signed the Acrylic Crafter’s warranty on 9/9/(attached). Acrylic Crafters completed the job on 9/19/13. *** *** sent Lone Star an email on 9/29/stating that the work had been completed and that he was happy with the job (attached). Please let us know if you need any further information

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Per our attorney; "Lonestar is not permitted to contact the homeowner directly since he has retained an attorney and we respectfully decline to make further response. Our attorney will be in contact with his attorney."

Complaint: [redacted]
I am rejecting this response because: I am open to the [redacted] of Lonestar pools to call me on my cell within 3 business days to step up and do the right thing and replace or reimburse me for the pool.   ###-###-####
Regards,
[redacted]

Unfortunately the homeowner is still dissatisfied and has retained an attorney.  He has sent Lone Star a letter stating he intends to sue.  We continue to firmly stand by our product and installation, and respectfully disagree with (or have no knowledge of) many of the statements set forth in the homeowner's response.   However, since the homeowner has threatened legal action, we will seek guidance from the judge and attorneys regarding the appropriate venue for fact discovery and exchange of documents that support Lone Star's position. We value the Revdex.com's role in providing valuable information about businesses to the general public and do not want to use this site as an inappropriate venue to respond to threatened litigation.

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