Complaint: [redacted] I am rejecting this response because: Mr [redacted] was told of the issues I am complaining about before the year was upI have e-mail correspondence which have the dates on them and several other complaints I am sure Mr [redacted] knew what was happening and was just stalling for the year to be overI say this because once the year was over Mr [redacted] called me and informed me he would not be servicing our pool any more I had other pool companies look at the pictures that I took and they have pointed out there were a couple of things that should have been done that weren't done Why is it that my pool is the only one in this neighborhood who has these issuesThe pools are within a block of our home and they are not coming out of the ground Anyway, Mr [redacted] call me telling me he was suing me for defamation of character I am not lying just stating facts of correspondences between the two of us Regards, [redacted]
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.
Regards,
[redacted]
Call was returned 7:50 am 3/2/17 and by end of day all was resolved. Diving board - although we initially cleaned and attempted to salvage her 20 year old diving board it was not in the best condition to reinstall and we recommended replacement. Homeowner stated if not within her budget she...
would not replace. Diving board price was quoted for board, parts and labor to install. Safety was never compromised. The electrical hook-up meets current building code requirements. Upon my visit the GFCI breaker needed to be reset. Stone flaking is common with all natural rock. We did remove and replace two rocks. I did recommend to seal the rock. All is complete, homeowner is happy. [redacted]
In response to Mr. [redacted] service issue dated October 24, 2014, Mr. [redacted] has been advised that his pool is not under warranty due to uncontrollable Acts of God, including severe droughts causing the earth to shift therefore shifting his pool. The pool was placed under pressure before we...
completed his project back in November 2007, proving there were no leaks.
See attached contract page 3 paragraph G – Warranty Platinum Custom Pools
Complaint: [redacted]
I am rejecting this response because:I can NOT believe the response from Platinum Custom Pools. After reviewing previous complaints filed against this company, sounds just like them NOT take responsibility for anything. I have attached emails, and have many more where those came from but was not allowed more files on this response. I will try and attach the rest, if I can.Yes, this company was hired to do our pool because they were about 6k lower than our local pool guys here in Midland, TX and because he assured me a six to eight week completion. But what does this have to do with there lack of communication and professionalism? Excavation was completed in ONE day! Before Mr. [redacted] took on the project, he was well aware of rock terrain, my builder told him about it. Please do not try and use this as an excuse. I can very well get a signed letter from him to verify. They mention project was being completed in a timely matter, it was not. He was having trouble with his mason guys because they were NOT getting paid, not because I added a remote. The slide, the slide was ordered incorrectly, I have emails showing that too. The slide had been ordered weeks ahead of time and was never checked to see if it was the correct one, up until they were going to install it. Mr. [redacted] explains how he was moving quicker than maybe any other company, I beg to differ. As a business owner myself, I know time is money. The sooner you complete a project, the less you have to pay your hourly employees. He tried to use this on my husband when we were told by Mr. [redacted] we would have to pay him an additional 6k for extra machinery he rented. Why is that our problem? So you rented an additional backhoe to your advantage and turn around and stick the charges on the customer? How professional. So guess what, Mr. Chetwood? Your "cheaper" pool, with the additional 6k totaled our local pool experts. I have another email showing a promised completion date of July 31st. Pool was not completed by that time, who's in breach now? I refused to talk to Mr. [redacted] over the phone only after several failed attempts to locate him via email, phone and text messages. Oh, and after the complaint was filed. I wanted every word documented, this is why I suggested he no longer call me, but instead email me. What kind of company asks for money before each phase? That should of been a RED flag, but I trusted Mr. Chetwood. He could of very well taken my money and not completed any phase. I guess you live, you learn. Lesson learned on my behalf. Before I forget, I had told Mr. [redacted] that my neighbor was needing a pool, I don't know how that's a recommendation. After what I went through, my neighbor has since hired someone local.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because he left me a voice message today retaliating due to the Revdex.com complaint. This small business operation offers very poor customer service and is not willing to follow through on warranty due to it being...
outsourced to third party. Voice message left today from business owner is extremely unprofessional and made it clear that he will not fix problems with stone reported and that I'm on my own. I will keep voice message as proof.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Mr [redacted] was told of the issues I am complaining about before the year was up. I have e-mail correspondence which have the dates on them and several other complaints.
I am sure Mr. [redacted] knew what was happening and was just stalling for the year to be over. I say this because once the year was over Mr. [redacted] called me and informed me he would not be servicing our pool any more.
I had other pool companies look at the pictures that I took and they have pointed out there were a couple of things that should have been done that weren't done. Why is it that my pool is the only one in this neighborhood
who has these issues. The pools are within a block of our home and they are not coming out of the ground. Anyway, Mr. [redacted] call me telling me he was suing me for
defamation of character. I am not lying just stating facts of correspondences between the two of us.
Regards,
[redacted]
Attached photos and communication between Platinum Custom Pools and [redacted] Mr. & Mrs. [redacted] are in breach of contract for going outside of our signed contract and completing the final step - Plaster - by others. Mrs. [redacted]’s project in Midland TX was well planned due to the area and...
distance located from our home base San Antonio. Careful planning of work schedules, crews and materials from our vendors and local vendors were coordinated for this distant project. Others companies would have taken way longer and charged more for the project her size. See details regarding the communication and schedules around her construction. We did experience a rock terrain that was not expected for her area. And even though we were on an aggressive schedule we brought in additional equipment to progress thru the initial phases. The only extended delay we experienced was due to not having the complete rock material order delivered from the rock quarry outside of the area and calls and messages were sent to her to inform of our work status. Platinum Custom Pools had all phases completed on Mrs. [redacted]’s project other than the final step, plaster. From Excavation to steel and plumbing followed by gunite all was completed ahead of schedule. See attached photos/video. The masonry work took more time than other phases due to the artistic intercut workform and quality required for this phase. This too was communicated to them on the onset. In order to make up for delays on rock delivery we had a local mason team team start on the flagstone work but they did not follow my work instructions. Instead I scheduled my San Antonio team to take over the following week. The entire patio deck was completely flagstone, the masonry work included rock work to 3 tier custom fireplace, natural boulder waterfall and front and back slide rock walls. The magnitude of rockwork was completed within a matter of weeks, including clean up after every phase. The initial slide design pointed left into the pool but the entry would have given a smaller swim area to exit. In efforts to allow for more swim space the slide was changed and this change order was made immediately to accommodate the ordering directly from the manufacture since it was not in stock. Both Mr. & Mrs. [redacted] were very happy with our work and even referred two customers in their area. Before we came to a close they added a wireless remote to complete their grand project with all the amenities. We did not expect this type of feedback or complaint from them. This leaves us to believe they were not intending to pay for the final phase as everything was completed as outlined in our construction contract until the final phase to set plaster. Attached is the communication where [redacted] did respond to [redacted]’s swimming pool project. [redacted] attempted to reach out to Mrs. [redacted] via phone to discuss her project and come to a settlement for her choosing to scheduled plaster thru others, but she denied contact. [redacted] instructed to stop calling her and clear remaining materials and belongings from her property. [redacted] cleared all materials from her property on 8/12/15. Inclosing, our rating should not be penalized as we have gone above and beyond to satisfy our commitment to a quality and authentic customer service. Please advise if you still have any questions or require additional information. [redacted] [redacted] Platinum Custom Pools Office: (210) 520-1200 Cell: (210) 378-6673 www.platinumcustompools.com
Complaint: [redacted] I am rejecting this response because: Mr [redacted] was told of the issues I am complaining about before the year was upI have e-mail correspondence which have the dates on them and several other complaints I am sure Mr [redacted] knew what was happening and was just stalling for the year to be overI say this because once the year was over Mr [redacted] called me and informed me he would not be servicing our pool any more I had other pool companies look at the pictures that I took and they have pointed out there were a couple of things that should have been done that weren't done Why is it that my pool is the only one in this neighborhood who has these issuesThe pools are within a block of our home and they are not coming out of the ground Anyway, Mr [redacted] call me telling me he was suing me for defamation of character I am not lying just stating facts of correspondences between the two of us Regards, [redacted]
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.
Regards,
[redacted]
Let me repeat that the business is closed. How do you expect work to be completed.
Call was returned 7:50 am 3/2/17 and by end of day all was resolved. Diving board - although we initially cleaned and attempted to salvage her 20 year old diving board it was not in the best condition to reinstall and we recommended replacement. Homeowner stated if not within her budget she...
would not replace. Diving board price was quoted for board, parts and labor to install. Safety was never compromised. The electrical hook-up meets current building code requirements. Upon my visit the GFCI breaker needed to be reset. Stone flaking is common with all natural rock. We did remove and replace two rocks. I did recommend to seal the rock. All is complete, homeowner is happy. [redacted]
In response to Mr. [redacted] service issue dated October 24, 2014, Mr. [redacted] has been advised that his pool is not under warranty due to uncontrollable Acts of God, including severe droughts causing the earth to shift therefore shifting his pool. The pool was placed under pressure before we...
completed his project back in November 2007, proving there were no leaks.
See attached contract page 3 paragraph G – Warranty Platinum Custom Pools
business is closed
Complaint: [redacted]
I am rejecting this response because:I can NOT believe the response from Platinum Custom Pools. After reviewing previous complaints filed against this company, sounds just like them NOT take responsibility for anything. I have attached emails, and have many more where those came from but was not allowed more files on this response. I will try and attach the rest, if I can.Yes, this company was hired to do our pool because they were about 6k lower than our local pool guys here in Midland, TX and because he assured me a six to eight week completion. But what does this have to do with there lack of communication and professionalism? Excavation was completed in ONE day! Before Mr. [redacted] took on the project, he was well aware of rock terrain, my builder told him about it. Please do not try and use this as an excuse. I can very well get a signed letter from him to verify. They mention project was being completed in a timely matter, it was not. He was having trouble with his mason guys because they were NOT getting paid, not because I added a remote. The slide, the slide was ordered incorrectly, I have emails showing that too. The slide had been ordered weeks ahead of time and was never checked to see if it was the correct one, up until they were going to install it. Mr. [redacted] explains how he was moving quicker than maybe any other company, I beg to differ. As a business owner myself, I know time is money. The sooner you complete a project, the less you have to pay your hourly employees. He tried to use this on my husband when we were told by Mr. [redacted] we would have to pay him an additional 6k for extra machinery he rented. Why is that our problem? So you rented an additional backhoe to your advantage and turn around and stick the charges on the customer? How professional. So guess what, Mr. Chetwood? Your "cheaper" pool, with the additional 6k totaled our local pool experts. I have another email showing a promised completion date of July 31st. Pool was not completed by that time, who's in breach now? I refused to talk to Mr. [redacted] over the phone only after several failed attempts to locate him via email, phone and text messages. Oh, and after the complaint was filed. I wanted every word documented, this is why I suggested he no longer call me, but instead email me. What kind of company asks for money before each phase? That should of been a RED flag, but I trusted Mr. Chetwood. He could of very well taken my money and not completed any phase. I guess you live, you learn. Lesson learned on my behalf. Before I forget, I had told Mr. [redacted] that my neighbor was needing a pool, I don't know how that's a recommendation. After what I went through, my neighbor has since hired someone local.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because he left me a voice message today retaliating due to the Revdex.com complaint. This small business operation offers very poor customer service and is not willing to follow through on warranty due to it being...
outsourced to third party. Voice message left today from business owner is extremely unprofessional and made it clear that he will not fix problems with stone reported and that I'm on my own. I will keep voice message as proof.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Mr [redacted] was told of the issues I am complaining about before the year was up. I have e-mail correspondence which have the dates on them and several other complaints.
I am sure Mr. [redacted] knew what was happening and was just stalling for the year to be over. I say this because once the year was over Mr. [redacted] called me and informed me he would not be servicing our pool any more.
I had other pool companies look at the pictures that I took and they have pointed out there were a couple of things that should have been done that weren't done. Why is it that my pool is the only one in this neighborhood
who has these issues. The pools are within a block of our home and they are not coming out of the ground. Anyway, Mr. [redacted] call me telling me he was suing me for
defamation of character. I am not lying just stating facts of correspondences between the two of us.
Regards,
[redacted]
Attached photos and communication between Platinum Custom Pools and [redacted] Mr. & Mrs. [redacted] are in breach of contract for going outside of our signed contract and completing the final step - Plaster - by others. Mrs. [redacted]’s project in Midland TX was well planned due to the area and...
distance located from our home base San Antonio. Careful planning of work schedules, crews and materials from our vendors and local vendors were coordinated for this distant project. Others companies would have taken way longer and charged more for the project her size. See details regarding the communication and schedules around her construction. We did experience a rock terrain that was not expected for her area. And even though we were on an aggressive schedule we brought in additional equipment to progress thru the initial phases. The only extended delay we experienced was due to not having the complete rock material order delivered from the rock quarry outside of the area and calls and messages were sent to her to inform of our work status. Platinum Custom Pools had all phases completed on Mrs. [redacted]’s project other than the final step, plaster. From Excavation to steel and plumbing followed by gunite all was completed ahead of schedule. See attached photos/video. The masonry work took more time than other phases due to the artistic intercut workform and quality required for this phase. This too was communicated to them on the onset. In order to make up for delays on rock delivery we had a local mason team team start on the flagstone work but they did not follow my work instructions. Instead I scheduled my San Antonio team to take over the following week. The entire patio deck was completely flagstone, the masonry work included rock work to 3 tier custom fireplace, natural boulder waterfall and front and back slide rock walls. The magnitude of rockwork was completed within a matter of weeks, including clean up after every phase. The initial slide design pointed left into the pool but the entry would have given a smaller swim area to exit. In efforts to allow for more swim space the slide was changed and this change order was made immediately to accommodate the ordering directly from the manufacture since it was not in stock. Both Mr. & Mrs. [redacted] were very happy with our work and even referred two customers in their area. Before we came to a close they added a wireless remote to complete their grand project with all the amenities. We did not expect this type of feedback or complaint from them. This leaves us to believe they were not intending to pay for the final phase as everything was completed as outlined in our construction contract until the final phase to set plaster. Attached is the communication where [redacted] did respond to [redacted]’s swimming pool project. [redacted] attempted to reach out to Mrs. [redacted] via phone to discuss her project and come to a settlement for her choosing to scheduled plaster thru others, but she denied contact. [redacted] instructed to stop calling her and clear remaining materials and belongings from her property. [redacted] cleared all materials from her property on 8/12/15. Inclosing, our rating should not be penalized as we have gone above and beyond to satisfy our commitment to a quality and authentic customer service. Please advise if you still have any questions or require additional information. [redacted] [redacted] Platinum Custom Pools Office: (210) 520-1200 Cell: (210) 378-6673 www.platinumcustompools.com