Shasta Pools & Spas

Review: I contracted with Shasta Pools in February to have a pool installed and landscaping services completed. The installation of the Pool went very well and I am extremely pleased with this portion of the job however; the landscaping which began 2 1/2 weeks ago continues to be a problem. As soon as the pool was completed and water was in it, I had to contact the design department to tell them it was ready for landscaping (this was not communicated internally per the design secretary). The date of this occurrence was April 17, 2014. She advised someone would be out ASAP to begin the landscaping. They did not come back out until the following week to begin. When they did start they would come for a [redacted] or so and then leave. The contract included the installation of pavers, sod, and irrigation. To date, the only thing that has been completed in the pavers and part of the irrigation. I have contacted the company numerous times speaking with Michelle who states she will speak to Roy and no one ever returns the call. The last contact was this morning, May 5th at 9:00am at which time Michelle once again stated she would get right back to me. There has never been a return call. I left a message on their phone this evening stating I was contacting the Revdex.com due to the lack of response from the company. In addition, the landscaping department has continued to dump residue from the back yard into the street in front of my home. There are also pallets, some empty, and some with material on the sidewalk and in the street. This is not only an eye sore but a hazard to vehicles coming down the street.Desired Settlement: I have expressed to Shasta Pools that I must have this job completed by Wednes[redacted], May 7th in the evening as I have guest arriving. I want my job completed by this time and also have all the trash and materials that have been dumped in the front of the house removed immediately.

Business

Response:

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,

Review: We purchased our pool from Shasta Pools approximately 10 years ago and there was a promise of lifetime warranty on certain parts. In the past when I had a problem with the parts I would go into one of their service centers and exchange the parts with no problem. However, I now had a valve cover crack and I called the service center to exchange the parts because they sold their service centers to [redacted]. The Shasta warranty department said the parts were still under warranty, but there is no nowhere I can exchange the parts and they require a $76 service call fee to deliver the new parts. This is a way to scam customers under warranty out of money and is a poor business practice. This new change of warranty procedures is unfair and it should be shown that the guarantee provided by Shasta is not worth the paper it is written on. Consumers should be aware of this new practice and realize that they can no longer take comfort in the warranty provided.Desired Settlement: Provide the parts for free without the $76 service call charge

Business

Response:

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,

Review: I called Shasta Pools on 8/9/14 for repair service on my pool equipment. I explained the problem as best I could and was told that the part needing to be repaired was under warranty. I was told I would have to pay for the labor but not the part. The estimated charge was $36.50 per half hour or $73 for the full hour. Based on this information I decided to schedule a service appointment for 8/11/14. The Morning of 8/11/14 I was contacted by the service technician and once again explained the problem to the best of my knowledge. The technician explained that the part was under warranty and would only take a half an hour to fix. He expalined the labor charge again as $36.50 and asked for a credit card to bill the labor cost. I provided my credit card to the technician and he stated he would leave an invoce in my pool control panel. Upon review of my invoice not only was the part not under warranty but the labor cost was a full hour. In total I was billed and my credit card charged $169.08, well above the estimate of $36.50. The difference in cost was not communicated to me prior to or even after the work being done. I gave no authorization for the dramatically higher cost to be charged to my card and did not recieve any kind of follow up to explain the charges.Desired Settlement: The money is not my biggest concern. I am more concerned with the lack of communication and assumption that I would not question the charges. I would accept an apology and a complimentary system check up.

Business

Response:

Dear [redacted],Thank you for the information regarding our customer. We had been in contact with this customer and, after the supervisor just spoke with him on Friday the 15th, we were surprised to receive the complaint since there did not seem to be any indication of a Revdex.com complaint. Shasta Pools took the initial call as the customer noted and set up service for the part the customer explained. The representative advised the customer the labor rates of actually “$76.00 for the first half hour and $32.50 for every 15 after”. The customer agreed and set up the call for August 11. (Recording of the call attached). When the technician arrived and the part needed was different than discussed, it was determined tobe a part not covered. Being peak season for a pool to be functioning properly with the heat and the storms, the technician made the decision to make the repair. The invoice the customer paid included a part the customer needed at a cost of $85.16 plus $7.92 tax and the half hour labor at $76.00 as quoted. Though the technician’s efforts were in good faith, he definitely should have communicated the difference in price with the customer prior to doing the work. For this miscommunication Shasta Pools offers our most sincere apology to the customer.As for a “complimentary system check up”, Shasta Pools will be happy to discuss this with the customer to determine what is actually expected but have not been able to reach him.We hope this information proves helpful and the Revdex.com will find this matter resolved.Respectfully,[redacted]

Review: am writing to express my dissatisfaction with our $30,000 swimming pool purchase. We purchased a new house in December of 2003 from [redacted], they recommended you as the pool builder of choice here in Chandler Az. the pool was built in January of 2004. We wanted to make sure we ended up with a quality product so we went ahead and made this extremely large purchase for our family. As you know you are not the least inexpensive pool builder in town, we went with Shasta spending more money than your competitors to ensure we would be happy in the long ran with a good product and company that would stand behind their workmanship. [redacted] was our designer and we worked with him on layout and advice as he was the expert in the field. We have spent many hours enjoying our backyard, however it is now become a nightmare and a "safety hazard" as the rock water slide has become a danger zone for my family. As you can see from the pictures it is literally falling apart. From what I understand "[redacted]t" was the rock slide installer that was used. I was told that he did poor workmanship from your employees along with other personal issues he had. As you can see from the pictures the water slide is unsafe and has large cracks all over it (it is coming apart !!). You can also see rebar showing through from the inside. It has become apparent to me that the "waterslide fills with water" from within while it is on, this causes flooding in my back yard ! resulting in all kinds of other issues. It is also causing "rust" stains on the pebble sheen as well (pictured in attachments). At this point we cannot even use our swimming pool in fear someone will become injured from the slide falling apart while in the pool. It has caused many discussions and heartache within our household, as we cannot enjoy our backyard anymore. The decking also has issues and has some serious cracks. What I am asking is the the pool be fixed so my family can enjoy our backyard again. Please contact me to discuss further to get this resolved,thanks for your time.

[redacted] ###-###-####

I sent this to Shasta Pools, they came to my house and tried to say it was not there issue. It is there pool and slide that I paid for, they got the money so it is there issue. I would like to have a 3rd party inspect what the issue is.Desired Settlement: I want my pool and slide fix, that is what we paid for and that is all I am asking. When we installed the pool and slide we went with what we a "bigger" company to ensure a good product was delivered, we spent more money going that route and we still have issues. We thought that Shasta would stand behind the pool and slide like they said they would. We would just like to get it repaired.

Business

Response:

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,

Review: We worked with a sales representative by the name of, Evan P[redacted] When first meeting with Evan my wife and I originally went to him saying that we wanted a walk in pool that would be 10000 gallons minimum with a baja shelf large enough to fit chairs with two large 100 lb dogs. We also discussed a desire for the first 2/3rds of the pool to be at 3 and a half feet and to have a slight grade down to four a half ft deep with a drop off the last third to six feet. Evan advised against the walk in pool and to go with stairs and said that the baja shelf he allotted for would easily fit all that we wanted. He also assured us that we would be able to have the grading we desired. Upon going to inspect the pool we were very surprised to see how small the baja shelf is, barely large enough to fit two chairs, no room at all for my dogs to have a place to lounge and escape from the sun. The stairs are also rather steep and even the pool company has had to place a brick between stairs to make it easier to get in and out of the pool. We also noted that the grade of the pool was very steep and not at all what we had asked for and assured we would be given. We called Shasta to see what could be done but as of now all we have is a slightly annoyed super intendent saying that we will deal with it after the close of our house with Shea homes. We have asked what Shastas plan is but have not received anything. They are planning to finish construction on the pool even though we have let them know that this is not what we discussed with Evan. There has been no accountability for sales give a false account for what they can and cannot do.Desired Settlement: Modify pool to our original desires or provide partial refund.

Business

Response:

Dear Dispute Resolution Specialist,Thank you for the information regarding this customer's concerns. Our sales manager has been in communication with the customer and, though the pool is built per signed plan and contract, we are working toward some resolution. We hope the Revdex.com finds this information helpful. Respectfully,Joanie D**

Review: 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.Desired Settlement: Reimbursement for time and money spent for repairs for damages done by Shasta

Business

Response:

Dear Ms. [redacted],Thank you for the information. My apologies for the delay in responding but we've been experiencing some email difficulties. I have contacted the customer and advised the same and that we will be addressing his concerns.We will advise the Revdex.com updated information about the situation.Respectfully,[redacted]