Shasta Pools & Spas

Dear Ms. [redacted],

Thank you for the information regarding this customer's concerns.  We have been in contact with the customer and expressed our concerns and plans to resolve all issues in a timely manner.  The customer seems to be pleased with the plans and we will follow up...

through fruition.  

We hope this information proves helpful and the Revdex.com can consider the matter resolved.

Respectfully,

[redacted]

We had a wonderful experience with Shasta pools. I highly recommend Dave in Sales and Pamela project manager--knowledgeable and amazing to work with

Dear Ms. Glass,

Thank you for the information regarding this customer's concerns.  We regret the unfortunate situation but have addressed this issue in the past with this customer since the project completion in 2004.  Even though the offer to purchase Lifetime Warranty...

after the fact is not our policy or authorized, paperwork was never signed by the customer and payment for 50% of the cost was never received.  Unfortunately, since this offer was never executed there is no Lifetime Warranty available.  Shasta Pools does, however, offer "Extended Warranty" policies to cover certain repairs and we have communicated this to the customer.

We hope this information serves helpful and the Revdex.com recognizes the matter resolved.

Respectfully,

Dear Ms. [redacted],

Thank you for the information regarding this customer's concerns.  It is never pleasant when a customer is dissatisfied or unhappy and we appreciate the opportunity to address the situation.

In our industry one of the most difficult things to understand is...

"abnormal soil" conditions.  This occurs all over the valley and in some areas can be at one property and not even next door. This customer was explained about these possibilities as well as about costs incurred in the event of cancellation at the time of contract (copies attached). When the project was ready to begin construction it was addressed again about "abnormal soil" and the need for different equipment. When this occurs, the costs in addition to the base excavation fees are normally paid directly by the homeowner to the excavator. This customer was already upset and our executive authorized those additional costs be absorbed by Shasta. When Mr was told "there would be no costs" the superintendent was trying to communicate that the customer was not going to face any additional costs. Mr continued to be unsatisfied with the processes and schedule and we tried to rectify that. When Mr made the decision to cancel, we provided the costs incurred for him to pay which did not include the "abnormal soil" digging costs. Mr seemed agreeable to pay the cancellation fees but wanted an additional $700 reduction for what he said he paid for his own clean up. Normal clean up and costs are included in the contract and would have been completed at the end of the build had the customer not chosen to cancel the contract. Shasta respectfully declined this reduction request as the costs were not charged and the amount did not seem reasonable based on the photos and level of clean up provided.

Shasta Pools regrets any customer feeling unsatisfied or walking away. We are attaching copies of the contract documents, emails, and project photos supporting the owner responsibility, cancellation fees, etc in hopes the Revdex.com will see our efforts to be fair and reasonable. Shasta would love to be able to give every customer everything they ask but feel at times this would be a disservice to our other customers and feel we have to maintain the policies and procedures that have been in place for so many years.

We hope this information proves helpful and the Revdex.com will find the matter resolved.

Respectfully

We only had two issues with the process. One, a two day excavation took three days because only one person showed up on the second day. Two, our sprinkler system was not relocated correctly, even though they marked it with rebar correctly beforehand. However, once we called the landscaper, he came out the next day to fix it.

Dear Ms. [redacted],

Thank you for the information regarding the customer's concerns about the Lifetime Warranty process.  Let me clarify that this customer married the pool owner so there was some confusion in our database who was making the complaint.  Also, the lifetime...

warranty they have is not on the pool but on certain parts only, not labor. Some parts can be brought in and traded out here at our corporate office but other parts we find best to deliver and install with a service call as they often result in a service call later due to incorrect installation.  

We contacted the customer and offered to mail the part as an effort to be more convenient.  This offer is a one time goodwill gesture as there may be times that do require a service call and we should not be asked to change our policies and procedures.   In the future, any parts that can be changed out at our corporate location, will require the old part be exchanged so we can submit to the manufacturer.

We hope this information proves helpful and the Revdex.com considers this issue resolved.

Respectfully,

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.[Provide details of why you are not satisfied with this resolution.]

Regards,

Dear Dispute Resolution Specialist,
Thank you for the information regarding this customer's concerns.  Our superintendent  has already visited the property to inspect the spa and has left message for the customer.  I have also left two messages for her to discuss her...

concerns.  Our orientation technician met with the customer today and we will be happy to research any items the customer feels need attention.  However, we will need to speak with the customer to arrange a meeting with the customer, our management and the crew.As for the tile edging and the interior finish (not pebble tec), both selections installed are per the customer's signed contract. There was not a completion date on the contract but we did have delays due to the extensive detail in this project. We welcome hearing directly from the customer soon and will advise the Revdex.com the outcome of any communications and resolution.
We hope this information proves helpful and we will update the Revdex.com accordingly.
Respectfully,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

Dear Ms. [redacted]:Thank you for the information regarding the customer's warranty concerns.  Shasta Pools will have our Customer Care Director contact this customer to arrange a site meeting to inspect our superintendent's findings and discuss options with the owner(s).  The...

customer should hear from the Director within the next few business days.We hope this information proves helpful and we will report to the Revdex.com the outcome of that meeting.Respectfully,[redacted]

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,

Over 30 years ago Shasta built my 1st swimming pool and now the just finished resurfacing my newest pool. Shasta has never let me down. Great job! Thank you Shasta!

The edges of the pool should have been blue an the interior finish was what was on my contract but that isn't what I got. As [redacted] said on the phone is that what I described to her is what I should have gotten but it isn't. [redacted] called me 2 times because she wanted to set up a meeting with her people from Shasta and me. I called her back as soon as I was done with the meeting I was having with one of their employees, [redacted]. [redacted] wrote down the things that was done wrong, not done or just plain sloppy. [redacted] also said that some of the hold ups were the different things I had in the pool. Come on now, you are a pool company and you have been doing this for over 50 years. You telling me that what I asked for in my pool you never put those items in before? Give me a break. You guys just didn't care when my pool got done because I was one of those people who didn't screamed when something didn't get done for 15 days. You can't tell me that this pool should have taken you over 8 months to build. I asked [redacted] a couple of times, why can't they do 2 things at the same time. He didn't have an answer for me. They had all the money way before they even asked for it so I did my part. The only problem with that was, I couldn't hold any money back until they were all finish. This has just been a nightmare and a thorn in my side. I go with a company who has been in business for over 50 years and have problems like this. No way no how that shouldn't even happened.

Dear Ms. [redacted],

Thank you for the information regarding the customer's concerns.  First let me confirm the contractor that did the waterfeature did do good work but later had business challenges, then difficulty handling his warranty calls and then went out of business. ...

At the time he was installing waterfeatures for Shasta, we were happy to have him working with us.

Unfortunately, a rock structure in the sun will inevitably endure some wear. This pool was completed in Jan 2004. Attached is a copy of the letter one of our Directors sent the customer when his pool was 8.6 years old (6 1/2 years out of warranty). While not noted in the letter, the customer had painted his deck and waterfeature himself and not sought the services of a qualified Rock Contractor like [redacted] to take care of his issues. It was also noted the affects of expansive soil, built up dirt around the waterfeature and drainage concerns. The Director addressed his warranty on the feature and the need to use a company like [redacted] in his letter (attached) since the pool was way beyond the warranty period.

Our Field Service Manager also sent a letter in June of 2008, advising that the water feature was out of warranty and he would have to deal direct with a rock contractor for any work desired. We did not hear from the owner again for over 4 years, which was the inspection that prompted the letter sent last year recommending corrective action with a landscaping and rock contractor.

We hope this information proves helpful and the Revdex.com recognizes Shasta's efforts in this situation and considers the matter closed.

Respectfully,

Its October 26th and we still aren't finished.  Shasta, due to their poor workmanship, has to now rip out the surface of the pool and re-do it.  (Due to a foot print left in the surface by their worker.)  I told them at the time of the work this was an issue-- they told me that "it would go away" and I should fill the pool.  Thus now causing even more delay and more work as it could have been fixed easily at the time-- now they have drain the pool for the 3rd time and take a week to remove and replace the surface.  Last time, they made a mess, splattered on the walls etc.  Now, we have landscaping which we don't want them to damage.  Once again, every time they have to fix something they make more problems.  Now I will have have to, once again, take even MORE TIME off from work to make sure that they are not making a disaster when they do the work and to monitor their sub contractors (which they said they didn't use) to make sure the workmanship is done correctly now, on the third time they are doing the surface.  This project was supposed to take 2 months its been over 6 months. We didn't get to even use the pool this summer. At every single turn, they have caused problems that I have had to point out-- then they act like they are doing me a favor by fixing it.  In the end, we didn't get what we wanted because they couldn't get it right the first or even the second time.  We are demanding a refund of $5,000 due to the fact that we are now having to replace the interior surface for a third time because they refused to fix the problem when I pointed it out, the amount of mess and disaster this causes, the unreal amount of time off of work dealing with this, the fact that our walls are still not correctly repainted and will probably have to be again when they splatter them during the resurface, the grill isn't what we contracted for (I dont care if its "an upgrade" I never asked for that, I wanted them to get it right and they couldn't so they changed it.), the stress this has caused my wife and I constantly having to have workers mess up our yard over and over again, being lied to by their sales people, and finally that we are 4 months over schedule.  Additionally, we were sent emails from "The CEO [redacted]."  When I spoke with Mr. [redacted], he had no recollection of reading or sending any emails to me.  Its clear his son, [redacted] the "manager" replied and pretended to be his father **. Finally, after waiting almost a month to get resolution on the foot print, a "construction manager" was sent to our house, the guy had zero information and no clue about the history.  They have wasted so much of my time, and as a business owner myself, time is money.

On February 7, 2014, I entered into a contract with Shasta pools to build a pool. I previously had a pool built by Shasta at my other home, and was totally disappointed in the service and product. This time, giving them a second chance, I was told by the salesperson that Shasta had changed its way of building pools, and now had a much better product. The salesperson was correct, and the pool I have is much better than the previous one. Here's where the experience with Shasta was a disappointment. During construction of the pool parts of my property was severely damaged. The people that did the electrical part of the process were totally hap hazardous in their work. They totally destroyed the sprinkler system, to include the pipes and wiring to my "front" yard. Being that the pool was being built in the back yard, I didn't expect my front sprinkler system to be destroyed. When I purchased the house as a foreclosure, the front yard was totally dead. I invested $1300.00 in landscaping to make the yard presentable, also because I take pride in its appearance. In eight hours, Shasta had destroyed the one main thing to keep the lawn beautiful, its water source. I contacted Shasta after noticing that my grass, plants and trees was dying, to ask what happened, and why no one informed me that they had did so much damage. I was told by the manager at the Surprise office that he would get back to me and resolve the problem. Almost two weeks later, he sent someone out to investigate the problem, but that person admitted he didn't know anything about sprinkler systems, and he would send someone else out to take a look at the problem. To conclude, I had to take a day off from work to salvage the front sprinkler system before the lawn, plants, and trees were totally dead and later had to repair the total damage that Shasta had done. Secondly I was told during construction, the pavers leading in my back yard could incur damaged by the bobcat used for excavation. The bobcat totally destroyed about 10X10 feet of pavers. I was told that the possibility of damages was in the contract I had signed, and I was responsible for repairing all of the damages, no matter how bad during construction of the pool. This behavior is totally unethical for any business. So, if you want a nice pool built, and don't care about the cost of the residual damage and totally destroying your property, then Shasta is your pool builder.

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.
On the original email and

voicemails, Shasta did offer to pay 50% of a lifetime warranty after delays in

construction and incorrect installation.  However, after several more

months of problems (leaks in the pool, tile installed instead of stone causing

the entire pool back wall being demolished, light installed off-center so as

half the pool was not lit, etc.) they then called and left the voicemail

advising that they would honor the entire warranty.  The “parameters” that

they refer to are just that the warranty would be for us only and not

transferrable if we were to move or sell.  I would not of needed to pay

them for the 50%, as the Shasta Construction Manager [redacted] offered the

entire warranty for free.  [redacted] was authorized to handle every aspect of

the pool, so why would he not be authorized to extend a warranty on faulty

construction.  That appears to be an internal issue and not one that would

affect their consumers.

 

I attached some photos of some of the issues that warranted the lifetime warranty

offer. 

               Back wall tear out where

they installed tile instead of stacked stone

               Stairs too small to step

on, so extra concrete added

               Gap between spillway

from hot tub to pool causing significant erosion and leakage

               Pink flagstone installed

on hot tub wall, where it should have been brown.

              

Thank you again for your time in listening to both sides of this matter.

 

Sincerely,

 

Regards,

Jean Quinlivan

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,

We started our pool experience last February. The pool did not get built until July/August so there was some irritable feelings with them about that. But once they got started on our pool, there was someone there every day. They built the most awesome pool ever. I would recommend Shasta pools to my family, friends and strangers. They really are a step above other pool companies here in [redacted]!

Dear Ms. [redacted],

Thank you for the additional information provided.  Shasta did pay for the permit but the cancellation fees quoted to the customer were calculated with the expected refund of the cancelled permit included in the final figure.  Unfortunately, it has been our company policy to cancel permits with cancelled projects to avoid any liability or question of responsibility in connection with the permit and project, i.e. re-inspection fees, etc.

Shasta hopes the Revdex.com recognizes our efforts to resolve the situation in a manner which is fair and reasonable.

Respectfully,