Master Pools of Austin

Complaint: [redacted] Revdex.com: This complaint is not resolved yet, but has had some progressAfter the complaint was filed, [redacted] and another representative of Master Pools did finally come to our pool and look at the issue that we have been talking about since JuneBased on that visit, more questions were brought up about the cause of the problem, as well as the fact that there actually may be multiple issues going on in tandemNot only are there ugly streaks, marks and discoloration all over the inside of the pool, but there is also etching in the plaster The procedure that was recommended to us from a third party is now in question because upon finally viewing the problem in person, Master Pools is questioning whether it will work, although they are willing to do it, as long as they dont have any responsibility for the outcome (which has been made very clear) We are in the process of trying to get an additional third party out to our property to give another opinionOur initial contact at the NPA will charge us over $to travel from Dallas and consult with us and provide opinions, which will not guarantee the resolve of the issue, so we are seeking a more local expert At this time, it is unclear as to what direction we will take and what role Master Pools will play in the processIt is still to be determined as to if/how/when this issue will be resolved, by what method, and if Master Pools will ultimately help us get to a satisfactory result Bottom line still remains that we are extremely unhappy with the results of the pool remodel that Master Pools performed and all we want is for our pool to look like we actually got it re-modeled, not worse than it did before; we want Master Pools to stand behind its work rather than focus on whose fault the problem is - we HATE the way our pool looks and are remorseful we spent the money we did for the results we got! Im happy to give another update as soon as the process moves alongI am holding out hope that Master Pools will do the right thing

Our customer has experienced white plaster mottling due to sub-standard water chemistry We are working with them to try to resolve their concerns

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
Regardless, since I spoke to you last, we have signed a contract with them to have them the pool surface and we are actually paying them an additional $(!!!) to get it done because we are upgrading the surface
The work won't be done until March of based on the contract I won't be able to tell you if its been resolved until after the work is completed and done properly We shall see how it goes
I am not surprised that you have not heard a response from them It's typical behavior of them.
The only reason we have entered into this agreement is because we just want our pool to be brought back to the quality it was before they got their hands on it, and barring legal action, this is the least expensive way to go about itWe are essentially giving them another chance to make is right, but at a cost to us- which were obviously not expecting.
The result of their work caused us to have to spend more moneyBottom line
Thanks for checking in I will let you know at the end of March whether it's been resolved to our satisfaction
*** ***

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,
*** ***

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,
*** ***-----Original Message-----From: *** *** [mailto:***] Sent: Saturday,
April 16, 9:AMTo: info Subject: *** After filing my complaint I received a call from Master Pools and they resolved my complaint in a polite and professional mannerI can't figure out how to update my claim to show that it was resolved. Please advice. *** ***

***, I've attached a letter and a PDF of the contract that included a disclaimer on the product that Mr*** purchased We advised Mr*** that the project is subject to mottling, shading, and become more evident with acidic water chemistry we advised him that there were
other products such as pebble tec that are more durable in poor water chemistry environments We will assist Mr *** in retrieving a true 3rd party analysis of the condition of his plaster

Mr. [redacted],   Master Pools of Austin and Mr. [redacted] have settled on the plaster issue. Attached are documents that provide the plaster agreement between Mr. [redacted] and our Construction Manager Shane Pike.   [redacted] Master Pools of Austin [redacted]

Complaint: [redacted]
Revdex.com:
This complaint is not resolved yet, but has had some progress. After the complaint was...

filed, [redacted] and another representative of Master Pools did finally come to our pool and look at the issue that we have been talking about since June. Based on that visit, more questions were brought up about the cause of the problem, as well as the fact that there actually may be multiple issues going on in tandem. Not only are there ugly streaks, marks and discoloration all over the inside of the pool, but there is also etching in the plaster.
The procedure that was recommended to us from a third party is now in question because upon finally viewing the problem in person, Master Pools is questioning whether it will work, although they are willing to do it, as long as they dont have any responsibility for the outcome (which has been made very clear). 
We are in the process of trying to get an additional third party out to our property to give another opinion. Our initial contact at the NPA will charge us over $1000.00 to travel from Dallas and consult with us and provide opinions, which will not guarantee the resolve of the issue, so we are seeking a more local expert.
At this time, it is unclear as to what direction we will take and what role Master Pools will play in the process. It is still to be determined as to if/how/when this issue will be resolved, by what method, and if Master Pools will ultimately help us get to a satisfactory result. 
Bottom line still remains that we are extremely unhappy with the results of the pool remodel that Master Pools performed and all we want is for our pool to look like we actually got it re-modeled, not worse than it did before; we want Master Pools to stand behind its work rather than focus on whose fault the problem is - we HATE the way our pool looks and are remorseful we spent the money we did for the results we got! 
Im happy to give another update as soon as the process moves along. I am holding out hope that Master Pools will do the right thing.

Our customer has experienced normal white plaster mottling due to sub-standard water chemistry.  We are working with them to try to resolve their concerns.

Complaint: [redacted]
I am rejecting this response because:No plaster made according the best practice is subject to discoloration,modeling, staining, scaling or etching of plaster and in my case trowel marksand gray marks linked to calcium chloride, especially when those defects showup after a month. I have maintained the previous plaster on my pool for 15 years withoutany of those)This particular and one unique water chemistry analysis presented was botched – I have my analysis at another Leslie’s location onthe same day contradicting this alkalinity data – My alkalinity data have been onthe lower side of the range NOT HIGH since the re-plaster was done and I have morethan one year of records plus my pool maintenance person weekly follow up on fileto prove it)If Master Pools want to replace my plaster by a Pebble Fina plasternot subject to any of those defects mentioned during a 3-year warranty period atno charge and no cost to compensate for their failure to deliver a re-plaster underthe terms of the contract, as they do not believe they can make a dye plasterany more, I am open to that solution.Master Pools entered into a contract agreement with me todeliver what I ordered, which is a new dye re-plaster that would not be subjectto discoloration, modeling, staining, scaling or etching of plaster and in mycase trowel marks and gray marks, providing proper chemical balance is maintained.The trowel marks and gray marks were not included in the warranty subject proper chemical balance is maintained.My water chemical balance according to my weekly logs from my poolmaintenance person and all my monthly independent analysis done at Leslie’s areimpeccable and therefore proper chemical balance has been maintained.Unless Master Pools come up to my property and restartworking on my pool to fix the problem by redoing the plaster and maintaining my chemical balance for a year at no charge (they actually stoppedworking for 6 months now and I have opened up this complaint to the Revdex.com beforefurther actions, because of that inaction. They do not continue to work as claimed) I consider their answeras incomplete, misleading and not making any progress toward a resolution.
Regards,
[redacted]