Shasta Pools & Spas

Review: Pool remodeled in November 2014. Cooling nozzle replaced under warranty however technician broke actuator valve during repair. Paid Shasta $114 to install new valve. Now pump will not prime. Shasta wants to charge for a another service call. Seriously considering filling in pool. I no longer can afford to continue with these "games" with Shasta.Desired Settlement: Prompt no charge repair to problem created by Shasta Technicians.

Business

Response:

Dear Dispute Resolution Consultant,Thank you for the information regarding this customer's concern about their recent pool repair. Our Customer Care Manager has already contacted the customer to investigate the situation and find resolution. This customer happens to be the second owner of a pool built in 1994 and though we did do a remodel as noted, these issues are unrelated and not uncommon for an older pool.Shasta Pools has determined the issue at hand was not caused by Shasta's technician. The customer cancelled the service request and has acknowledged the fact that another contractor is addressing the problem. The valve was addressed correctly at the last visit and the pump is related to another contractor. Since the findings are a repair unrelated to the previous visit and not a problem caused by Shasta, it's our hope the Revdex.com will recognize this to not be the fault of Shasta Pools and remove this complaint from our record.Respectfully,[redacted]

Consumer

Response:

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,

Review: I began the contract for pool building service at the end of May, being told that the pool would be completed in six to eight weeks. To this day, I have not seen any progress in the process. It has been three months and we are almost in the month of August. My initial goal was to have the pool completed in summer and unfotunately the pool will not be completed until fall, which is not ideal since there will not be a use for it in the winter months. I have attemped to communicate with this office and I feel like they are ignoring my concerns. When I initialized the contract with [redacted] who had promised the completion of 6-8 weeks, and then my contract was transferred to [redacted] who mentioned that due to busy season they would complete it by September and he said [redacted] was fired due to the false promises. I believe I am not responsible for false promises or busy seasons. I was promised a completion date and at this point it has not been even close to completion. This company has not initialzed anything.Desired Settlement: I would like to cancel my contract and be refunded the deposit of $500 for the waste of time and lack of service.

Business

Response:

Dear Ms. [redacted],

Thank you for the information regarding our customer's concerns. Please be advised Shasta Management spoke with this customer yesterday and arrived at a mutual agreement to proceed with this project.

We hope thisinformation proves helpful and will consider the matter resolved.

Respectfully,

Consumer

Response:

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. Consider this complaint resolved.

Regards,

I do not recommend Shasta. If you choose Shasta to do your pool renovation be prepared to quit your job and sit at home for 7 weeks because their office management and scheduling is extremely dysfunctional. The Shasta salesman over promised on the professionalism of the project management and the time frame to expect completion. Not one step in the process has been according to the commitments and time frames given to us by the scheduling staff. It is also very hard to reach people in the office to clarify appointments or inquire why the contractor has not arrived.

The office staff, who's job it is to schedule the sub contractors do not communicate well with you, the customer, or with the sub contractors who are suppose to do the work (it seems like the sub contractors do quality work once they come).

Shasta staff will tell you to expect a contractor the next day when you call late that afternoon because no one has arrived,they blame the problem on the sub's but you will learn quickly that the sub contractor was never contacted by Shasta staff and scheduled to come to your home in the first place.This problem has happened with every step in the process. When you reach out to the customer service and production control manager things will not improve. Nor will he take any responsibility for rectifying the mistakes and lack of follow through by the staff he supervises. He will not see that your project gets priority in order to bring it back on schedule. He will promise that it should not happen again and then the very next day the same thing happens. After four incidents like this he will say "sometimes some projects just aren't lucky, they don't get a break".

We are paying nearly $3000 more, over the other bids we secured, to have Shasta do our pool remodel because we were convinced by the sales rep. that Shasta had the most professional staff, project management, craftsman and a superior product. We only hope the product ends up being worth the nightmare it has been to work with Shasta's incompetency and lack of customer service.

Review: Shasta Pools under warranty has made repairs to my pool draining 15,766. gallons of water in January 2014. The [redacted] is assessing my 2014 water usage to determine the cost for this years sewage. The drainage will affect my bill for 2014. Shasta employees advise me verbally they would supply the necessary letter for the city. I have all the forms ready for the [redacted] with absolutely no proof from Shasta that they drained my pool. I have made four phone calls to Shasta Pools and sent a email to them. I have explained this is a time sensitive situation. I have until 5-1-2014 to get this information to the City.Desired Settlement: My desired outcome is a letter from Shasta stating they did drain 15,766 gallons of water in January, 2014 to repair their poor quality of workmanship or a letter stating Shasta is willing to pay my increased water bill due to their neglect to handle a simply request.

Business

Response:

Dear Ms. Glass,

Thank you for the information regarding this concern. My apologies for the delay in responding as we have had some technical difficulties receiving these emails. We have also left a message for the customer and will advise the Revdex.com how we find resolution.

Respectfully,

Review: Shasta Pools built/installed our pool in July-Aug 2012. Early in the use of the pool, the pool light blew out. It was replaced free of charge when the pool was inspected.

In early June 2013, our kids and grand kids came to visit. When we turned on the pool light for the first time, it did not work. So, we called to report it. Shasta came out, changed the bulb, and charged us over $100 for the repair. The light was not used or turned on again until Tuesday, June 3, 2014, when our kids and grand kids returned. When I turned the pool light on, it remained illuminated for less than 15 seconds (no exaggeration). Today, I called in to report the problem. Was told it is not under warranty and that I will need to pay for another service call and repair. I was also told that BY NOT USING THE LIGHT FOR A YEAR, WE COULD HAVE CAUSED THE PROBLEM!

I feel the problem should have been located and repaired last year. And I do not believe I should have to pay for another service call for the same problem recurring. In less than one year.Desired Settlement: No service call charge or repair charge. Just fix the problem.

Business

Response:

Dear Ms. [redacted],

Thank you for the information regarding this customer's concerns. Shasta has contacted the customer and scheduled a diver to be out to look at the light. Please be advised that this pool was completed in August of 2012 and while the light fixture would still be covered under warranty, a bulb would not. We often change the bulb at no charge within the first year which we did in this case in June of 2013.

It's our hope the Revdex.com finds this information helpful and the matter is resolved.

Respectfully,

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.

Review: On 3/1/13 we signed a contract for a pool with Shasta Pools, and also placed a $500.00 deposit for the sole purpose of holding a sale price beyond the sale price expiration date. We asked if the deposit was refundable and we were assured by Shasta representative [redacted]t that it was. On 3/23/13 we wrote to [redacted]t and indicated we were reconsidering how or when to proceed since the pool price was over our budget. We never heard back from him and therefore pursued other alternatives. We started to build a pool via another route and on 8/10/13 we wrote to [redacted]t at Shasta requesting our $500.00 refund. That finally brought a response wherein [redacted]t denied that he told us that it was refundable, asked to meet with us to try to help lower the price, and indicated that since we signed with Shasta they were denying the return of our deposit. We therefore request assistance of the Revdex.com to obtain our deposit money back.Desired Settlement: Company has obligation to return deposit for services that were not performed.

Business

Response:

Dear M[redacted]:

Thank you for the information regarding this consumer's concerns with the deposit. Our contract deposits are, in fact, non-refundable and it is normally noted on a document signed by the customer. The only time the deposit would be refundable would be if the customer signed a cancellation within the rescission period, which this customer did not. This deposit is intended to cover administrative costs for the information and designs we gather and provide the customer even if the project does not proceed. In this case, the customer received valuable service, information and a pool design we believe they're using, but a signed notice was not secured with the deposit. In light of this information, and in the spirit of good customer service, Shasta Pools will return the non-refundable deposit as a one-time goodwill gesture. The customer should have or should be hearing from Shasta management to confirm this information.

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

Respectfully,

Consumer

Response:

[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. As a brief comment on their response letter, we did not use their design for our pool. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Project was supposed to take 8-10 weeks, its been over 20. Workmanship was extremely poor. Things had to be done multiple times causing me to miss work to supervise the project. The pool surface is not an acceptable color and has already been done twice. The rear wall of the property was not painted correctly and the texture doesn't match the rest of the yard. The BBQ was built out of different material than we wanted, even though its an "upgrade" they did it because they couldn't do the original job correctly. There was a stain in the pool that they refused to fix at the time it was made, instead, they made me fill the pool and wait 30 days- causing me to incur more expenses in water and chemicals as they now had to drain the pool again to address this problem. The staff were rude and disrespectful to me and were angry with ME for not pointing out all the flaws at one time when that is their job. Landscaping was destroyed when they dug and they have not replaced it. An email was sent to the owner of the company, a response came to me that was written by someone else. When the owner finally called me back, he had no knowledge of any of the issues.Desired Settlement: I am demanding a $5,000 refund. The product was not as promised. Every time they have come to "fix" one problem, their workman cause 2 more problems. We now have expensive landscaping, lighting, and drip lines in the yard. In order for these items to be repaired, we will need the back wall stripped and re-stuccoed, then correctly painted, the interior of the pool needs to be repaired or replaced. I do not want their people ruining our landscaping, lighting, and drip lines with their repairs to the wall and pool as in the past they have damaged other items and do not fix them correctly. Its too late for them to fix this problem. The total cost was over $34,000 for this pool. Due to the extremely unreal amount of time I have to take off or work to be with them every morning supervising, the stress caused, the rude people, and the sub-par workmanship as well as the time-- we were told the pool would be ready by early July. We never even got to use it this summer. Its now going on 5 months. A refund of $5,000 is the only solution that will be satisfactory. If we do not get this, we will have no choice but to move forward with legal action which will wind up costing them more I'm sure even if they win. Its in everyone's best interest for them to refund us $5,000 and we can all move on. They will claim they "are taking steps to fix all the problems." You must understand that their "fixes" make matters worse. For example, when the back wall had splatter from construction, their "fix" instead of hiring a professional painter, was for him to use a paint brush to hand cover the areas-- this ruined the stucco and caused mismatched texture. Then, to "fix" that, they sent a painter to roll the wall-- now, this rolled wall doesn't match the other walls in the yard which were sprayed. Every step has been like this. A refund of $5,000 is the only solution.

Business

Response:

Dear Dispute Resolution Specialist,Thank you for the information regarding this customer's concerns. It is certainly unfortunate that we have encountered the series of events mentioned on this project and we first offer our most sincere apologies for their negative experience and inconveniences. The Revdex.com knows how important these issues are to us.Shasta Pools would like the Revdex.com to know we have made several efforts to correct and/or improve each situation as it occurred on this project. We have absorbed many additional costs, as well as extended a significant reduction in contract price, in attempt to bring this customer satisfaction. At the beginning the excavators came upon excessive debris in the pool area that required additional cost to remove which Shasta paid. The BBQ was contracted for flagstone but the customer was unaware this material had such variations and frustrated with the inability to match perfectly so we offered to upgrade to the travertine at no cost to them and they agreed. The interior finish originally installed was the selection the customer signed for and per contract. However, due to their intense dissatisfaction and in the spirit of goodwill, we worked with them to change the interior finish at a very reduced price and absorbing the remaining costs. The second installation was a color also selected and signed for by the customer. Other than a minor blemish in the interior finish, the manufacturer's technician found the application to be extremely well done and they worked on the imperfection this week. The wall has been re-painted by a professional painter as they requested also at Shasta's expense.In light of the above information, we hope the Revdex.com will recognize the efforts of Shasta Pools and understand why the request for a $5,000 refund is respectfully denied. We hope this information proves helpful.Respectfully,[redacted]

Consumer

Response:

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.

Business

Response:

Dear Complaint Resolution Specialist,Thank you again for the information on this customer's experience. Please be advised that our management has been in communication with this customer and is working toward resolution to their concerns. Shasta Pools will be happy to advise the Revdex.com the outcome upon completion and hope this information proves helpful.Respectfully,[redacted]

Review: We purchased our pool in August of 2009 at the Design Center at Gilbert Gateway Town Center, Power Road. Our 2nd salesman ( the first one left Shasta during our design ) pushed the Lifetime Warranty leaving us to believe that our cool decking was warranted against cracking and chipping. My wife and I were not informed from either salesmen that Shasta had two types of decks, a standard cool deck and a ShastaDek. Where the warranty contract describes the coverage of the ShastaDek, that is what we thought we were receiving. Our cool deck started chipping soon after the pool was constructed. We called Shasta and they sent a serviceman out to apply some touch up paint to the deck. We were fine with this because the deck only had a few little chips. Now the problem keeps getting worse. We called Shasta again to complain back in September of 2013. Again Shasta sent a service person out to inspect our deck. The service person made no attempt to correct our chipping situation but instead put all the blame on us. When asked about our Lifetime Warranty on the cool deck, she said the warranty did not apply to the cool deck only the ShastaDek. This is when we first learned about Shasta having two types of decks. She said the reason for the chipping was caused by drainage issues which is incorrect. We have no drainage issues. We were having chipping before we even started or finished our landscaping. We have chipping on the north side of the pool deck where there is only dirt with a 3" drop from the cool deck. This is just an excuse from Shasta to draw the attention away from their inferior cool deck coating. If Shasta has issues with their cool deck plaster, why do they continue to use it and sell it to the public? We were uninformed that Shasta's Lifetime Warranty did not cover our cool deck.Desired Settlement: We feel Shasta should make an honest effort to repair or patch our cool decking. It was not disclosed to us that we could have possible chipping issues with the standard deck we were receiving. If so informed, we may have opted for the better ShastaDek. We are quite disappointed with Shasta that they would apply an inferior product on our decking and then not stand behind it and worse yet, mislead their customers.

Business

Response:

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]

Consumer

Response:

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,

Review: Shasta committed to building a completely new backyard and pool for around $47,000. I paid in full at the time of purchase into an escrow account. Luckily, although I've paid in full, Shasta has not received payment. Contract was signed in late June for an agreed completion date of September 10, 2013. By September 10, Shasta hadn't even broken ground on the project. I had escalated to their Sr. VP and General Manager. This escalation drove a new supposed level of focus and commitment, including a new completion date of November 10, 2013. Today is November 10. Although the pool is nearly completed, the backyard is in shambles. Hardscaping is not complete, piles of dirt and construction debris are everywhere, plumbing for the pool is not fully complete, the water features aren't installed, and they haven't poured concrete where they have agreed to replace a back sidewalk.Desired Settlement: I want Shasta to complete the job. Also, they verbally agreed to reimburse $450 of cost I've incurred because of their late schedule (storing a statue that I will place in the backyard once Shasta is complete). I want them to therefore pay the $450 that their poor scheduling has caused me. Finally, I want an apology in writing for the over four months of wasted time, dusty yard, poor communication, etc.

Business

Response:

Dear Ms. [redacted]:

Thank you for the information regarding this customer's concerns on completion expectations. Shasta would like to express our apology to the customer for the delays and what appears to be an unfortunate miscommunication of what could be completed and by when. Our records indicate the completion date for this project is a "Lenders" completion date and not a "customer" completion date. When the project first came into our Construction Division on 8/26/2013 the "completion" date was 9/10/2013 which was not at all realistic with the sunken bar, hardscape designed pool. Our accounting department was able to obtain an extension to 11/10/2013 from the Lender and the interior finish was done on 11/7/2013. Our accounting specialist advises the Lender is satisfied that the pool is now complete and they will be going out for the inspection later this week or next.

There was no "Customer" completion agreement on this contract. As far as we are aware, there are no penalties (fees, points, etc) tied into the Lender Completion Date. Shasta will, however, be sending the $450 reimbursement for the customer's statue expense as a token of apology for the delays.

We hope the customer and the Revdex.com find this information helpful and will consider the matter closed.

Respectfully,

Shasta pools did a small remodel on my pool. The crew informed me that it would be finished in a day. around 3pm they left my place without informing me. they left a mess with tools, wires and garbage laying around. the next day the job was completed with minimum cleanup. they clearly had little respect for my property or my furniture. I informed the office about no supervision of the crew. I was informed that the supervisor only looks at the job upon completion. I would not recommend Shasta Pools or have them back on my property.

Review: We called Shasta Pools for a design layout and estimate for a backyard pool on November 22,2015 and we met with the salesperson to discuss details. He talked to us about the two packages that they offer. When we decided on one preliminary design the salesperson then said we needed to lock in our price due to it increasing soon, so we had to give him a $500.00 check in order to lock in our price which we did so , however, first asked if we needed to back for whatever reason if this money was refundable. He informed us that the only reason it would not be refunded was if we went as far as getting loan appproval we would loose the money at that time.

Then on November 24th at 6 p,m, we went to the offices at Shasta Pools to meet with the salesperson/designer for final estimates and design changes if needed for our pool. He had us sign a contract just agreeing on the size, and details for the pool. Again we asked regarding the approval and the money and how all this would come about. He explained that once approved the $500.00 deposit we had made would go towards the pool cost and the rest once financed would be given to us in separate checks according to each completed stage of the pool.

We ran a preliminary credit check with the finance company, (not an approval yet), they gave us terms and preliminary payments that we were not satisfied with. At which point we decided to opt out of the deal due to the payments and interest rates not being at an accceptable amount. We were told by the finance company that we would be able to get our deposit back since this was still in the beginning stages and no final approval had been done. So we called Shasta Pools and said we were opting out of this deal and they said fine we could get our money back after a year or we would have to not go anywhere else to shop around until a year had passed in order to get our money back now. This is a form of extortion and should not be condoned. So wrong, they kept our $500.00.Desired Settlement: Our $500.00 returned to us with no stipulations.

Business

Response:

Dear Dispute Resolution Specialist,Thank you for the information regarding this customer's concerns. Actually, we had already addressed their concerns but spoke with this customer again today. Shasta Pools is addressing the issues now and consider the matter resolved.We hope this information proves helpful.Respectfully,[redacted]

Consumer

Response:

[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,

Review: I purchased a pool and pool cover from Shasta. The pool was completed the first part of Janurary 2014. At that same time Shasta cut and installed a pool cover which they indicated was under warranty for 5yrs.

The pool cover has only been on the pool for 9 months and has fallen apart.

I called their service department and they came out on August 29th 2014 and took pictures and told me at that time that had never seen a pool cover deteriate that fast before and they would get back with me the next week.

It's been over two weeks and not a peep from Shasta.

I have called them twice in the last week and both time they told me they would get back with me by 5 pm of each day. They have never called me back.

If Shasta can't even get back to a customer about a $150 pool cover I tremble to think what I'm going to have to go through if I have pool structure issues.Desired Settlement: I want the pool cover replaced asap under the warranty promised by Shasta.

Business

Response:

Dear [redacted],

Thank you for the information regarding this customer's concern with the pool cover. Let me first take the opportunity to extend our sincere apology for the delay in responding to this customer.

The pool cover that was delivered carries a 5 year manufacturer warranty that didn't cover the issue at hand. Shasta had every intention of replacing this cover, however, due to the short time since the pool's completion. It was an unfortunate oversight for the customer to not have this information. Our service division will be contacting the customer to arrange delivery of a replacement cover shortly.

We hope this information proves helpful to the customer and the Revdex.com finds the matter resolved.

Respectfully,

Be carful with Shasta pools. My parents just had a pool done they looked at renderings and they looked great explained what they wanted and Shasta built a baja deck that would allow an adult to sit on it with thee legs submerged in water little did they know they would put 14 inches of shot creat on the baja deck and it would only be 4 inches deep with is a tanning deck not a baja deck. And now they say if they want it fixed they will need to spend a great deal of money to fix it.

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

Shasta remodeled my pool that they built 30 years ago.
The remodel team was very attentive to my needs and the result of the changes they made have been amazing.
The new energy efficient cleaning system they installed has reduced our electric bill by over 45% this year over last.

Review: Shasta built a pool for us in the spring of 2007. They told us about their lifetime warranty on the pool, which was a big selling point for us when selecting a pool builder. We could have built this pool for almost half as much with other local builders, but the warranty was important to us.

We now have cracks in the shell of the pool. We called the warranty department and they came and took a look. They informed us that since the cracks were not below the water line it was not covered by the warranty. We also have lime leaching out of cracks on top that are poping the cool deck. It seems that their warranties run out just they fail (cool deck and pump).Desired Settlement: repair the cracks and fix the pebble tech at no charge to us!

Business

Response:

Dear Ms. [redacted]:

Thank you for the information regarding our customer's concern about the warranty on their swimming pool. This customer actually emailed our website with the similar information which was answered in great detail by our Director of Customer Care.

It's important the Revdex.com understand this customer actually purchased their pool through our "Owner Builder" program which provided a less expensive option by dealing direct with some of the contractors. That program included a standard pool warranty which covers most items on the pool for a period of 2 years. The pool is now almost 7 years old. In addition, it was noted the customer added decking after the pool was built. That added decking can result in deck movement and hairline cracks between the pebble finish and the cantilever deck. This type of occurrence is not covered under the structural warranty.

It has been determined that the conditions of this pool do not appear to be a threat to the pool shell or swimming pool and really do not require any action at this time. While not covered by any warranty, Shasta would be willing to provide an estimate for any services required in the future should the material shrinkage under the cantilever decking get wider than a dime's width.

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

Respectfully,

Review: Gentlemen; Since signing on with you on April 16, three months has passed and nothing has been accomplished. Furthermore, no one at Shasta has made this deplorable situation a priority---least of whom, our rep/designer. We will not remain in this passive, completely unproductive and unresponsive situation. To that end, any further association with your company has ceased and is concluded. In addition and for the reasons stated above, we request a return of our $500.00 deposit for nonperformance as well as failure to fully assist and participate in this pursuit.Desired Settlement: see Attached document

Business

Response:

Dear Dispute Resolution Specialist, Thank you for the information regarding our customer's concerns. Our sales manager has attempted to contact the customer by email and phone with no success. Shasta Pools would like the Revdex.com to know that we have, in fact, been in contact with this customer over the time frame mentioned. Some specific notes would be that Shasta did a pool design with the customer and then did a layout of the pool on 5/2. The customer contacted us with questions and changes and then signed a revised plan on 5/19. Shasta returned to re-layout the pool on 5/20. On 6/4 our manager spoke with the customer explaining the issues with the pool placed in a drainage area. He said he would contact his original engineer to see if he could help with the drainage plans.The issue that is keeping Shasta Pools from moving forward is that the customer wants to build the pool in a wash. The city needs to approve the new drainage plans for a fence permit, which must be issued before the pool permit, and has not yet done so. Shasta has been working with the customer to get this accomplished. Our salesman has offered an alternative pool location which would not need drainage plan approval but the customers have refused to consider that location.Shasta is in the process of returning the deposit as requested but would like the Revdex.com to recognize the situation as not one of fault, lack of performance, or in our control. Shasta has done due diligence and request the complaint be removed from our record. Respectfully,[redacted]

Review: I was suppose to have a pool/spa put in my backyard and it was suppose to be done way before July 9, 2015 and I still can't go swimming. It has been 8 months now and they are still not done. Now I see a crack in the bottom of my spa. Some of the work done was done poorly or not even done correctly or at all. They put in the wrong edgings on the steps and benches, the pebbletec is wrong and I don't like what is there, and there is more.Desired Settlement: I want what I asked for and everything done correctly along with money back for having to wait 5 months longer than I should've. I am asking for 13 thousand dollars back. I paid 70 thousand for it and at this time the little bit I'm asking for back they should be happy that is all the money I'm asking for.

Business

Response:

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,[redacted]

Consumer

Response:

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] 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.

Business

Response:

Dear Dispute Resolution Specialist,Thank you again for the additional information from this customer. Shasta Pools would like the Revdex.com to be advised that we have been in contact with the customer and our Superintendent and Director of Field Operations met with the customer yesterday. Though it was confirmed the selections were per contract, we are working with the customer toward resolution to her concerns.We hope this information proves helpful and we will advise the Revdex.com any updates.Respectfully,[redacted]

Review: I have not received any indication that shastascapes is coming out to take care of the landscaping. It is astonishing that I have keep following up to get a response from anyone rather than pursuing a proactive approach from Shasta. I would expect more at this point considering the delays.

As of Friday, 9/19/2014 the following is still outstanding:

**Landscape, Irrigation and granite rock (When will this be complete? I am tired of looking at dirt while I try to enjoy my pool with a cleaning system that does not work and dragging my water hose to water my plants and trees.)

**Completion of Paver install

**Umbrella holes(I am disappointed that we are not able to place an umbrella hole in the Baja Step as indicated by Scott during design due to lack of communication. In my opinion this is not a good excuse.)

**Cleaning head not replaced (I was told this would be done on Monday. We are now on Friday.)

**Cleaning system is still not functioning. (Although I received a call indicating someone is coming out next Thursday (9/25), it is disappointing that I have to wait this long for a NEW system that has not worked AND should have been inspected prior to completion).

I really find it hard to believe that it takes longer for a pool process to be complete versus a home building process. This is quite amazing.

We were originally told 10 weeks from day of signing and we are now on 19 weeks.

What is needed from me at this point to move forward? I would love to help out.

I am looking forward to someones feedback/call when the items above will be taken care.Desired Settlement: I need someone to contact me to let me know when the remaining work will be completed and I expect the work to be completed ASAP to avoid further delays.

Business

Response:

Dear Representative:Thank you for your information regarding this customer’s concerns. Shasta has contacted the customer to address the outstanding issues and schedule completion as quickly as possible. We have also contacted the customer to apologize for the delays and express our commitment to bring the project to fruition. We hope this information proves helpful and the Revdex.com finds the matter resolved.Respectfully[redacted]

Consumer

Response:

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,