We previously replied to this complaint last week, however we took a call from Revdex.com stating that they did not receive anythingWe apologize that Mr [redacted] is unhappy with his pool projectWe would be happy to address any outstanding issues with the pool/pool equipmentWe have contacted *** [redacted] and would like to set up a meeting including [redacted] , myself, and the pool tech that services Mr [redacted] 's poolIn addition [redacted] with [redacted] Landscaping has been out to Mr [redacted] 's pool to repair the travertine and will continue to do so until it is to Mr [redacted] 's satisfaction [redacted] will use different materials if Mr [redacted] would preferPlease advise and we will complythank you
[redacted] [redacted] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
I contracted Mirage Pools to install a pool and landscaping at my new construction home weeks ago and I still do not have a pool or finished landscaping They have delayed the project numerous times and blocked our home with construction materials They installed artificial turf over the left over cinder blocks and travertine pieces leaving the yard lumpy and putting us at risk of future damage to the turf as it settlesI took video of them putting sand over the construction debris so there is no denying it We paid them to install a gazebo and even specified that the gazebo needed concrete footers to make it safe (as per the manufacturers specs) but they drilled it directly into the travertine with just sand below it They currently have left an open gas stub in my back yard without even a cap on it If one of my children had turned that on thinking it was the water spout right next to it there could have been a major disaster The city inspector saw the open line and called
I personally feel bad that the customers in reference to this complaint do not feel satisfied with the work we completed on their propertyIt is unfortunate that this issue has overshadowed the fact that we have built them a beautiful swimming pool for their family to enjoyIn reference to their comment that we only completed the repairs due to their threat of a complaint to the Revdex.com is completely falseNo changes in the schedule occurredThe end of the summer is a particularly busy time in the construction industry and we tried to schedule the repairs as quickly as possibleThe fact that the crew came out on the same day is purely a coincidence As far as the price decrease and the changes to the pool what the customer conveniently leaves out is the fact that they increased the perimeter and surface area of the pool while still wanting us to cut the estimate down to meet their budgetTo do this they were told we would have to cut out some of the extras (iebubblers, [redacted] step size, remote, etc.) So what they claim was only a $price cut was actually a $1,price cut, which I feel is a substantial amountAttached is a copy of the contract which was explained line by line and signed and dated by both home owners which clearly states on line #that no remote in includedAlso attached is a copy of the print, which was given to the home owners prior to construction, showing that on the "Control System" line is printed "n/a- VS Pump" (not applicable Variable Speed Pump Controls)Again, I am sorry the customers felt a remote control was included in their pricing but I can assure you it was not and they were never charged for one Sincerely, [redacted]
Upon receiving this complaint from the Revdex.com I was extremely confusedMost of the customer's complaints were taken care of almost two weeks agoBefore this complaint was even sent to us"We are still waiting on two spill pots"- These were delivered and installed on August 28th Unfortunately, due to high volume the company took weeks to make and deliver the potsWe also would have preferred they were installed sooner but it was out of our hands."Someone to come and fix the stacked stone pillars"- This too was fixed on August 28thOf sqftof stacked stone veneer a couple pieces fell off, which is not unusual and was repaired"They supposedly installed bubblers in our [redacted] step that came off the first time we tried to turn them on"- These are screwed into threaded fittings and were not screwed in completelyWe just screwed them in and that solved the problem"The fence company scratched the fence" and "The pool fence is crooked in some places"- These issues were never mentioned or brought to our attentionThe fence company would be more than happy to come out take a look at any issues and touch up any scratched areas"Some of the travertine used around the pool are cut pieces that they covered up with grout"- Again this was never brought to our attention and didnt know there was an issueWe would be more than happy to fix any cosmetic issues with the decking"We are still waiting on a wireless remote for water/light feature"- The contract agreed upon and signed by the customer has nothing listed about a remote systemOne of the early revisions of the pool design included a remote system but the customers wanted to cut the cost down substantially so the remote system was taken out along with other things.We are extremely disappointed that the [redacted] felt dissatisfied with the construction of their swimming poolUnfortunately, there were a couple issues that held up the construction process a bit but the entire process from excavation to filling and start up took six and a half weeks, which is faster than average during the summer monthsAs stated earlier if there are any outstanding issues that need correction we would be more than happy to schedule repairsMirage Pools and Spas is very proud of its reputation and its A+ rating with the Revdex.com
Revdex.com: I have reviewed the 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 I just want to say first off that I actually contacted the pool builder before sending a complaint through to the Revdex.com and told the pool builder that I was very unhappy with what was taking place and that all of the items that we were waiting on to be completed or repaired had not been done yetWe told the pool builder two weeks prior to this day and he said he would look into all of itWhile continuing to wait and wait and getting no response we were left with no choiceHowever, after telling the pool builder that I was sending a complaint against him, finally he decided to take care of some of the problemsIt was pretty funny when the travertine guys came over the same day I put in the complaint and told me that they were not aware that they needed to fix anything until an hour ago when they got a call from the pool builderIf I wouldn't have taken these steps, who knows how long we would have waited or if we would still be waiting for some more things.As far as the pool builder saying that he took the remote out when he did a new estimate that was "substantially" lower, that is completely untrueThe original estimate for the pool was $30,When we told him we wanted the estimate to be no more than $30,the only thing we talked about changing was taking the bubblers out of the [redacted] step and moving the pool equipment closer to cut down the cost of the plumbing and electricalNever once was anything said by him or us that ever indicated taking out the remote featureIn fact, when the pool builder sent us the revised estimate, the remote feature is still included in it, and the price was exactly $30,We did end up adding the bubblers later on which he was going to charge $for but because his workers destroyed all of our irrigation system, he ended up taking the cost of them out after we reminded him that he said he would take care of it even though he was not happy about itSo when he states that he brought the cost of the pool down substantially, that is not trueAnother thing I brought up with him was the fact that in the estimate he included the cost of replacing the pilaster on the fenceThis was never removed and yet it was never taken out of the costHis response was that he was not making much money on the pool as it wasThis is not my problemThe spill pots were delivered, finally, but leaked all over when we turned them on even after waiting more than hoursWe then had to call someone back out to come and fix them and then wait another hours before turning them on againAt least this time there was no leak (so far)So yes, the spill pots are taken care of, the stone has been re-glued, and as far as the fence, I have asked numerous times for touch up paint from the pool builder but will apparently have to find out who did the pool fence and get it through themWe did tell the pool builder about the pool fence being scraped and that is why we were wanting paint so that it would not rustWe also told him that it was crooked and he shrugged it offMaybe that is why he doesn't rememberThe reason I have not pushed for them to come and fix the fence is because any time a sub-contractor has come, they have left us with such a huge mess, that we don't feel like dealing with it againWe are still trying to get cement off of our paver patio that has been left there that we can't get offApparently nobody takes any responsibility for any of that eitherAt some point we would have liked the pool builder to take some accountability in things that happened throughout this process but that never happened and I doubt it will at this pointAll I want is for him to acknowledge that he never said we were not getting a remote even though it is in both estimatesEven when we made final payment and asked him about it he never said that we weren't getting oneIt wasn't until I told him about the complaint to the Revdex.com that he said we will not be getting a remoteI think it is unprofessional and very dishonestAt a minimum, the only thing that will rectify any of this is getting the wireless remote that was promised and finding out why we were charged for work that was not done (removing pilaster)Due to this misrepresentation it leads us to wonder what else we were possibly charged for and didn't receive Regards, [redacted]
We previously replied to this complaint last week, however we took a call from Revdex.com stating that they did not receive anythingWe apologize that Mr [redacted] is unhappy with his pool projectWe would be happy to address any outstanding issues with the pool/pool equipmentWe have contacted *** [redacted] and would like to set up a meeting including [redacted] , myself, and the pool tech that services Mr [redacted] 's poolIn addition [redacted] with [redacted] Landscaping has been out to Mr [redacted] 's pool to repair the travertine and will continue to do so until it is to Mr [redacted] 's satisfaction [redacted] will use different materials if Mr [redacted] would preferPlease advise and we will complythank you
[redacted] [redacted] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
I contracted Mirage Pools to install a pool and landscaping at my new construction home weeks ago and I still do not have a pool or finished landscaping They have delayed the project numerous times and blocked our home with construction materials They installed artificial turf over the left over cinder blocks and travertine pieces leaving the yard lumpy and putting us at risk of future damage to the turf as it settlesI took video of them putting sand over the construction debris so there is no denying it We paid them to install a gazebo and even specified that the gazebo needed concrete footers to make it safe (as per the manufacturers specs) but they drilled it directly into the travertine with just sand below it They currently have left an open gas stub in my back yard without even a cap on it If one of my children had turned that on thinking it was the water spout right next to it there could have been a major disaster The city inspector saw the open line and called
I personally feel bad that the customers in reference to this complaint do not feel satisfied with the work we completed on their propertyIt is unfortunate that this issue has overshadowed the fact that we have built them a beautiful swimming pool for their family to enjoyIn reference to their comment that we only completed the repairs due to their threat of a complaint to the Revdex.com is completely falseNo changes in the schedule occurredThe end of the summer is a particularly busy time in the construction industry and we tried to schedule the repairs as quickly as possibleThe fact that the crew came out on the same day is purely a coincidence As far as the price decrease and the changes to the pool what the customer conveniently leaves out is the fact that they increased the perimeter and surface area of the pool while still wanting us to cut the estimate down to meet their budgetTo do this they were told we would have to cut out some of the extras (iebubblers, [redacted] step size, remote, etc.) So what they claim was only a $price cut was actually a $1,price cut, which I feel is a substantial amountAttached is a copy of the contract which was explained line by line and signed and dated by both home owners which clearly states on line #that no remote in includedAlso attached is a copy of the print, which was given to the home owners prior to construction, showing that on the "Control System" line is printed "n/a- VS Pump" (not applicable Variable Speed Pump Controls)Again, I am sorry the customers felt a remote control was included in their pricing but I can assure you it was not and they were never charged for one Sincerely, [redacted]
Upon receiving this complaint from the Revdex.com I was extremely confusedMost of the customer's complaints were taken care of almost two weeks agoBefore this complaint was even sent to us"We are still waiting on two spill pots"- These were delivered and installed on August 28th Unfortunately, due to high volume the company took weeks to make and deliver the potsWe also would have preferred they were installed sooner but it was out of our hands."Someone to come and fix the stacked stone pillars"- This too was fixed on August 28thOf sqftof stacked stone veneer a couple pieces fell off, which is not unusual and was repaired"They supposedly installed bubblers in our [redacted] step that came off the first time we tried to turn them on"- These are screwed into threaded fittings and were not screwed in completelyWe just screwed them in and that solved the problem"The fence company scratched the fence" and "The pool fence is crooked in some places"- These issues were never mentioned or brought to our attentionThe fence company would be more than happy to come out take a look at any issues and touch up any scratched areas"Some of the travertine used around the pool are cut pieces that they covered up with grout"- Again this was never brought to our attention and didnt know there was an issueWe would be more than happy to fix any cosmetic issues with the decking"We are still waiting on a wireless remote for water/light feature"- The contract agreed upon and signed by the customer has nothing listed about a remote systemOne of the early revisions of the pool design included a remote system but the customers wanted to cut the cost down substantially so the remote system was taken out along with other things.We are extremely disappointed that the [redacted] felt dissatisfied with the construction of their swimming poolUnfortunately, there were a couple issues that held up the construction process a bit but the entire process from excavation to filling and start up took six and a half weeks, which is faster than average during the summer monthsAs stated earlier if there are any outstanding issues that need correction we would be more than happy to schedule repairsMirage Pools and Spas is very proud of its reputation and its A+ rating with the Revdex.com
Revdex.com: I have reviewed the 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 I just want to say first off that I actually contacted the pool builder before sending a complaint through to the Revdex.com and told the pool builder that I was very unhappy with what was taking place and that all of the items that we were waiting on to be completed or repaired had not been done yetWe told the pool builder two weeks prior to this day and he said he would look into all of itWhile continuing to wait and wait and getting no response we were left with no choiceHowever, after telling the pool builder that I was sending a complaint against him, finally he decided to take care of some of the problemsIt was pretty funny when the travertine guys came over the same day I put in the complaint and told me that they were not aware that they needed to fix anything until an hour ago when they got a call from the pool builderIf I wouldn't have taken these steps, who knows how long we would have waited or if we would still be waiting for some more things.As far as the pool builder saying that he took the remote out when he did a new estimate that was "substantially" lower, that is completely untrueThe original estimate for the pool was $30,When we told him we wanted the estimate to be no more than $30,the only thing we talked about changing was taking the bubblers out of the [redacted] step and moving the pool equipment closer to cut down the cost of the plumbing and electricalNever once was anything said by him or us that ever indicated taking out the remote featureIn fact, when the pool builder sent us the revised estimate, the remote feature is still included in it, and the price was exactly $30,We did end up adding the bubblers later on which he was going to charge $for but because his workers destroyed all of our irrigation system, he ended up taking the cost of them out after we reminded him that he said he would take care of it even though he was not happy about itSo when he states that he brought the cost of the pool down substantially, that is not trueAnother thing I brought up with him was the fact that in the estimate he included the cost of replacing the pilaster on the fenceThis was never removed and yet it was never taken out of the costHis response was that he was not making much money on the pool as it wasThis is not my problemThe spill pots were delivered, finally, but leaked all over when we turned them on even after waiting more than hoursWe then had to call someone back out to come and fix them and then wait another hours before turning them on againAt least this time there was no leak (so far)So yes, the spill pots are taken care of, the stone has been re-glued, and as far as the fence, I have asked numerous times for touch up paint from the pool builder but will apparently have to find out who did the pool fence and get it through themWe did tell the pool builder about the pool fence being scraped and that is why we were wanting paint so that it would not rustWe also told him that it was crooked and he shrugged it offMaybe that is why he doesn't rememberThe reason I have not pushed for them to come and fix the fence is because any time a sub-contractor has come, they have left us with such a huge mess, that we don't feel like dealing with it againWe are still trying to get cement off of our paver patio that has been left there that we can't get offApparently nobody takes any responsibility for any of that eitherAt some point we would have liked the pool builder to take some accountability in things that happened throughout this process but that never happened and I doubt it will at this pointAll I want is for him to acknowledge that he never said we were not getting a remote even though it is in both estimatesEven when we made final payment and asked him about it he never said that we weren't getting oneIt wasn't until I told him about the complaint to the Revdex.com that he said we will not be getting a remoteI think it is unprofessional and very dishonestAt a minimum, the only thing that will rectify any of this is getting the wireless remote that was promised and finding out why we were charged for work that was not done (removing pilaster)Due to this misrepresentation it leads us to wonder what else we were possibly charged for and didn't receive Regards, [redacted]