Seven Seas Pools & Spas Inc

Review: In April of 2013 we went into an agreement with Dan [redacted] of Seven Seas Home Leisure Center in [redacted] for a [redacted] deck around our in ground pool. It was completed in June of 2013. The first summer we had it, it was beautiful. We loved the product and we received many compliments on the [redacted] pool deck.In May of 2014 my husband [redacted] and I, noticed a white film on the top of the stones where the water bags had been laying. We were told by Seven Seas to reseal the stone but didn't want to seal the white film in. When I asked Seven Seas advice they just told me to try a bunch of different cleaners and would not even come to look at it. Through much trial and error on our part, we found [redacted], undiluted, would clean it off. My husband and I scrubbed the white film off, bought the epoxy coating and resealed the entire surface. As we were doing this the stones starting falling out, sticking to the brush and just completely falling apart. We called Dan [redacted] and Seven Seas several times until he came out to look at it in September of 2014. He redid a small section of it but said he would not replace any more of it. He said he would come back in early May of 2015 and reseal the complete surface for us.This year the whole surface is covered with the white film and cracks when you walk on it. It is ready to fall apart. As of today, June 6, 2015, Dan [redacted] has not come or called. My husband called him in mid-May and Dan said he would come in 1 1/2 weeks. It has been 3 weeks and he still has not called or came to see it. I called again yesterday and asked for him to come. The woman who answered the phone, Tracy, said he was out of town until Monday but she would email him. We have put almost $8000 into this project and we are hoping you will be able to help us. I would recommend at the very least that you discontinue having Seven Seas Home Leisure Center and Dan [redacted] represent [redacted]. Not too many people in our area are happy with his service and it is a poor reflection on your product.As you will see in the attached pictures, the section he replace last year looks great. We believe the initial placement of the stone was done incorrectly and not enough epoxy coating was used. It did not adhere to the base material. The stone did not seal together either. We need to know what to do, how to clean this, have you ever seen anything like this, what can we do? We are unable to use the pool because we feel if we walk on the stone it will break apart. We are embarrassed to have any family or friends over. Instead of our escape from daily tasks, now it's just depressing,Desired Settlement: We would first appreciate a returned phone call. Our first choice would be to have the existing flooring removed and installed correctly. At the very least, they need to come to the house, clean the white film off of the existing flooring and reseal the entire surface.

Business

Response:

RE: ID#[redacted] I am writing in response to the complaint filed on June 12, 2015 from [redacted] The problems that they are experiencing with the coating around their pool are not a result from improperly installed product. As stated from Mrs. [redacted], the product was “beautiful” the first year. The first instance of a problem was after they uncovered the pool the following spring. One year later. The epoxy coating had discolored in the area under the winter cover. This is not a result of poor quality from Seven Seas but a problem with the epoxy product that was supplied by [redacted], the manufacturer. When the [redacted]s contacted me regarding this issue, I got in touch with [redacted] and was instructed from them to clean the surface that was “cloudy” and to re-seal the area. Mr. [redacted] chose to do this himself since we were too busy at that time to do. After supplying him with the product, at no cost, and him completing the job, he contacted me regarding some areas that he “over epoxied” Could something be done? When we met at the home to discuss, they showed us an area that the stone coating was “crackling” when walking on. When we finally got there to address that issue, and I’ll admit it was a while later, we ended up removing a large section of the stone coating. Approximately 300 sq. ft. of it. What we discovered, in my opinion, and this opinion was discussed with the [redacted]s, was that the sub-surface concrete was breaking away. The reason for the stone coating in the first place was that they had a bad concrete job done around the pool originally form another contractor. See attached photos. When we prepped the surface the first time for the original coating, we removed everything that we could. When we removed the “bad” area of stone, we were literally removing the top surface of die concrete that the stone was epoxied to. We used a small jackhammer to remove the stone from the areas of the concrete that were still in good condition so that tells me that we properly installed the stone. If we didn't, it would have come off all surfaces the same. The crackling was occurring in a few other smaller areas around the pool at the time, but nothing that was major enough to address. At that time, we discussed giving the deck a thorough cleaning with acetone in the spring as suggested by [redacted], The acetone removes the cloudiness by breaking down the epoxy. Once the acetone dries, we would then reseal the entire surface with epoxy. We were busier than normal this spring and as stated, did not get to the job in a timeframe that the [redacted]s wanted. The work to be done was not needed due to poor quality of Seven Seas, but as a result of both an inferior sub-surface that obviously continues to break away and a product issue with the epoxy supplied by [redacted]. I did not cause either of these so therefore will not be held responsible for them. Mrs. [redacted]s request to have us remove the existing coating and replace is not something I will agree to. Her minimum request of cleaning and re-sealing of the entire surface would be acceptable but not until [redacted] gets involved and is willing to assure us and the [redacted]s’ that the product issue with the cloudiness can be taken care of. I am not willing to do this multiple times. I have sent a copy of this letter, photos, and the original complaint file to [redacted] also and will be waiting for their response. Regards. Dan [redacted] Seven Seas Home Leisure Center