Superior Pool Plastering Mgmt Inc.

Superior Pool Plastering installed Finest Finish in Ms. [redacted] swimming pool in November 2009.    Five years later, Ms. [redacted] complained of spots in her pool.   These spots are called "calcium nodules" which appear on the surface of the plaster finish.  Calcium...

nodules are not a workmanship and/or a material issue.  Calcium nodules develop when the water in the swimming pool becomes aggressive due to bad water chemistry. Aggressive water penetrates into the cement and starts dissolving components of the cement from the inside out.  These components then deposit on the surface causing crustaceans/ nodules to form.  Our company offers a seven year warranty on workmanship and materials; however, calcium nodules are chemically driven and do not fall under any warranty guidelines.   As a courtesy, our company sent a representative to remove the surface nodules.   Since that time, new modules have surfaced.    This can happen due to chemical issues.      Our company does not have control over customers chemical maintenance.    This is either done by the homeowner and/or a pool service company.    
The NPC (National Plasterer's Council) technical manual describes calcium nodules in depth.    www.npconline.org.
 
Resolution: We recommend the homeowner manage their chemicals to avoid additional nodules.    In addition, a representative from the material company, has offered to go out on another courtesy call and attempt to remove the nodules.

I am writing in response to a complaint filed against our company by Mr. [redacted]y Complaint #[redacted].  In regards to the calcium nodules that Mr. [redacted]y is referring to research has been done and proven by the [redacted] that nodules are a chemically driven phenomenon and are...

not due to workmanship and or materials used. As a courtesy to our customer Superior Pool Plastering will be performing a treatment to neutralize the nodules.Mr. [redacted]y has agreed to this treatment which will be scheduled for the week of March 10th to be done.Regards,[redacted]

We had our pool remodeled and could not be happier. Marc M[redacted] acted as the sales representative and project manager. He always made time for us and was very patient. He came up with solutions to issues we did not know how to resolve. The price quoted was below other estimates.

The finished product is absolutely beautiful!

Superior Pool Plastering contends that all material and workmanship in this pool is of the highest standards and that water chemistry, whether by a pool service company, the homeowner, or acts of nature are the cause of the continued discoloration, bubbling or "spots" referenced by Ms. [redacted].
Superior Pool Plastering had before indicated to Ms. [redacted] that repairs could be done to the pool in May or June when warmer weather would provide for easier access to the repairs and would help to avoid draining or re-filling of the pool.  These repairs are still available to Ms. [redacted] as a courtesy should she so choose them.

Resolution [redacted] complaint:  Superior Superintendent ([redacted]) met with Mr. [redacted] June 23, 2015 less than 24 hours from the time Mr. [redacted] left a message in regards to his tile issue on June 22, 2015.  [redacted] found that the tile and grout issue is not a Superior workmanship nor material...

issue.  Mr [redacted] has a 2 ft wide deck around one side of the pool, behind the 2ft area is grass. The watering of the grass has caused the deck to lift slightly breaking the grout in the bed joint.  Let it be noted that Mr. [redacted] is only having the tile issue on the side of the pool where the grass is.  After Superior Superintendent explained this to Mr. [redacted] he seemed to understand the problem and our hope is that he will contact the Revdex.com and close his complaint.Superior as a courtesy to Mr. [redacted] will send out a service tech. to replace one cracked tile and and crate an expansion joint in corner to absorb movement on Thursday June 25,2015.In regards to Superior not responding in a timely manner to Mr. or Mrs. [redacted] calls,  please note that due to [redacted] telephone and internet problems the last 2 weeks our phone system has been up and down so there was a good chance we did not receive any messages.  Records can be provided by [redacted] if needed.Regards,[redacted]Business Manager

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,

[redacted]y

As Barbara indicates in her response, I have agreed to an experimental treatment that the company, Superior, recommends. In her response she states, "this treatment will be scheduled for the week of March 10th to be done." It's now 3/17 and the treatment has not been completed. Until the treatment is done and the nodules are removed, I cannot accept this as a reasonable resolution.In response to Barbara's other note, where she cites the National Plasterers Council (NPC), I continue to disagree with her assessment. To resolve, I emailed the NPC and received the correspondence below. Of particular note: "Calcium nodules on a newly plastered pool are typically a result of not brushing the new surface... If the pool has been properly started up and brushed regularly, than the nodules could be a result of some voids or bond failures in the new plaster". NOWHERE in the NPC's response do they indicate water chemistry as a factor.It's evident to me that these nodules are a result of a faulty install. I will not be satisfied until these nodules are removed and do not return, at no additional cost to me.Thank you,[redacted]yFull correspondence:[redacted], Thank you for your inquiry tothe National Plasterers Council.  Calcium nodules on a newly plasteredpool are typically a result of not brushing the new surface as described in theNPC Start Up Procedures (attached).  As the cement is hydrating (curing),it releases calcium hydroxide.  If not brushed regularly, it will build upon the surface, making it feel rough and eventually leading to small formationssuch as a stalactite.  Removal usually requires regular brushing, balancedwater chemistry (which can accelerate the formation of these nodules if the pHis above 7.8 or is generally considered alkaline by the Langelier SaturationIndex), or in a worst case scenario, light buffing. If the pool has been properlystarted up and brushed regularly, than the nodules could be a result of somevoids or bond failures in the new plaster, resulting in an open area for thecalcium to build up.  See the definition below. The NPC Technical manual definesa nodule as:“A slang term used in the swimming pool plastering trade referring to a calciumcarbonate formation on the surface of a finish coat resulting from thepercolation of water that is capable of leaching cement compounds from voids,bond failures, cracks, or a weak sub-bondary layer in the cementitious coating,which is then precipitated onto the surface.” If you need any additionalinformation, please complete the attached Pool Inspection & Evaluation formand send back to me with pictures so I can further assess. Respectfully,Shawn StillPresident, Olympic PoolPlasteringTechnical Advisor, NationalPlasterers Council From: National PlasterersCouncil [mailto:[email protected]]Sent: Thursday, March 13, 2014 6:09 PMTo: Shawn StillSubject: FW: Nodules  From: [redacted]y [mailto:[redacted][email protected]]Sent: Thursday, March 13, 2014 4:55 PMTo: [email protected]: Nodules Please define for me why calcium nodules could form in anewly plastered pool. In particular please articulate whether it’s an installissue, or a chemical balancing issue. Thank you, [redacted]yDivision Vice President - MidWestOpenWorksPhone:  602-224-0440, ext 132Fax:  602-606-9438Our Mission: toimprove your results by consistently making your facility cleaner, safer, andhealthier

how dare they say it is my fault or pool service fault. That is totally unacceptable!!!!!!  That is just an easy way out. I know people who have have pool replastering and they had not a single problem. My pool was built in 1979 and in 2009 superior did the work and it went downhill from there. I went for 30 years without replastering and 5 1/2 years with superiors work.  I want this resolved!!!

We have been in contact with Mr. [redacted]y and he is aware that we will be treating the pool and removing the nodules the week of April 7th.  We feel that the treatment that will be performed on the swimming pool will resolve the nodule issue.Note: Much of the information that Mr. [redacted]y has obtained from the plaster council is in regards to a plaster finish where as the finish in his pool is a pebble surface and much of that information would not apply.

Review: Superior Pool Plastering was hired to complete the interior of our pool. They came to our home on Monday, June 24, 2013, and applied a custom bead create and pebble sheen interior. I went to their showroom on [redacted] on June 6, 2013, and chose a cobo blue pebble sheen with 250 pounds of water blue beads. This complimented the blue water line tile that I chose on the same day (June 6, 2013). I took photos of the three materials together and text them to my husband with great excitement. We have over thirty emails between ourselves (myself and my husband) and [redacted] one of the owners of the company, outlining our desire for a dark blue interior finish on our pool. [redacted] sent me to two different finished pools to assist in helping identify the exact colors we wanted, one of which contained "water blue" interior I requested. We received quotes from them for 100% "water blue" bead interior; however, we decided to go with a half bead (or 250 lbs) as that was a much more economical approach for our pool.

On June 24, 2013, Superior Pool Plastering placed a combination of clear, teal, and blue/purple beads in our pool. This is a two day process, and once we noticed their error after the end of the first day (when the product dried) we immediately emailed and called them. The employee who came the following morning at 6:30am was informed this was not the color we ordered, and it did not match. He called his boss, and they insisted the "color would change" once the acid wash was completed and the pool was filled. He completed the acid wash and left, and I gathered up a baggy full of beads that were dropped on the ground around the pool. After corresponding with the office staff at Superior Pool, they assured me this is what I chose and was exactly the same thing. It was not until 9:00am that morning that I got to the showroom with my zip-lock baggy full of beads and compared them to the sample that the other office staff noticed there was a discrepancy. The lady that was there stated [redacted] would not be in till 11:00am, and I needed to speak with her. She further stated she would have her call me as soon as she got in. I waited till 11:30am that day and finally called them as I had not received a call. [redacted] was less than apologetic about her error and insisted that I got was I asked for. I have photos and multiple email documentations that indicate "water blue" was my only bead choice, and she continued to insist that this other bead color is "what they normally mix in their blends." She was very uncooperative, did not admit to her mistake, and stated there is nothing that can be done now as this is a permanent finish on my pool. The pool has since been completely filled with water, and the interior reflects an aqua green that does not match the deep blue tiles at all. After much correspondence, [redacted] offered a $500 discount on my $6,846.58 bill as she was, "Sorry that I was not happy with the color that I chose." The aforementioned discount does not even cover the $2,000.00 price she charged for the beads. While I have cash on hand to pay for this bill, I am completely unsatisfied as I did not receive the interior that I chose. Rather than enjoying the backyard oasis my husband and I saved five years for, I have a mismatched finish that I cringe over and company whose mistake permeates our entire $50,000.00 landscape. I understand that mistakes happen, but I am not tolerant of a company who is not willing to admit their mistake and make every effort to fix it.

Business

Response:

Hello:

I am responding to a Complaint which was filed against our company by the [redacted]. My response is as follows:

Superior Pool Plastering and [redacted] entered into a Contract for the interior surface and tile of their swimming pool. Attached for your reference is a copy of the signed Contract. The tile and interior surface was installed on or about June 24, 2013. The total Contract was $6,846.58. It should be noted that the [redacted]’s have not paid any monies toward the services rendered. The Contract reads Cabo Blue Sheen w/250lbs of beads and that was what was installed.

I will try and keep to the facts of the matter (as we see them). The [redacted] are not happy with the water color of their pool and are stating that Superior installed the wrong color of beads and therefore, are not paying the outstanding bill. Superior’s position is that they installed the product as stated in the Contract and did not make a mistake. The water color of a pool varies from pool to pool. Factors that determine the water color is unique to each pool setting, design and landscaping. Both parties agree with the cement color of the pool, but not the bead mix which was installed. Superior installed the “blue blend” mix which is the standard accent to pools. The blue blend is also shown on our website as one of the bead accent colors you can add to your pebble surface. [redacted] did go and see a couple of pools one being a “Water Blue Beadcrete”, a 100% glass bead product, and another being a Mystic Blue Pebble pool with with the 250lb. of blue blend glass. Mrs. [redacted] said she liked the 250lb glass bead and pebble mix, but wanted a darker color pool. Consequently, she chose the Cabo Blue cement base vs. the Mystic Blue which is what she saw. She was also shown a sample of the Cabo Blue Sheen w/50lbs of blue blend beads in our office. Mrs. [redacted] continues to state in the Complaint that she wanted the “Water Blue” Beadcrete, but the Water Blue Beadcrete is a different product and a more expensive product.

As of this date, The [redacted] have a completed pool and Superior has not been paid for their services. The type of work we do is expensive and one can not easily change the color. The only way to change the color is to completely chip out the surface and install a new interior. In an effort to resolve this matter, Superior has extended a settlement offer discounting the invoice by $1,846.58. An excerpt of email sent to the [redacted] is below.

Dear [redacted] and [redacted] (July 10, 2013):

[redacted] met with [redacted] at your residence on Tuesday, July 9, 2013 to see the pool and discuss your concerns and payment. Both parties agree that the cement color, Cabo Blue, is what was ordered and what was installed. The issue lies with the color beads installed in your pool. Superior installed their standard blue blend prizm and you state you believed you were getting a custom “water blue” bead blend. Now that the pool is completed, there is no way to change the color of beads without chipping out and re-doing the pool.

Consequently, Superior is willing to offer a courtesy discount in the amount of $1,846.58 and will accept $5,000.00 as full and final payment. The alternative would be to pay the original invoice in the amount of $6,846.58 and Superior will chip out and re-do the pool at Superior’s cost.

As you know, Superior has filed the Preliminary 20-day Notice and will move forward with the Lien process if a mutual agreement is not made. Please let us know your decision no later than July 31, 2013.

We believe we have been responsive to the customer and have offered a fair settlement, but we have not been able to reach an agreement. Please feel free to contact me to discuss this matter further.

Sincerely,

SUPERIOR POOL PLASTERING

###-###-####

www.superiorpoolplastering

[redacted].

Tel. ###-###-####; Fax ###-###-####

www.beadcreteusa.com

Review: In April 2013 I hired [redacted] at Superior Pool Plastering to resurface my pool with their version of pebble-tec, which they call super sheen, as advertised on their website ([redacted]). I paid cash, have a receipt showing "paid in full" and also have a 10 year warranty from them. The process was not a smooth one (they installed the wrong color super sheen) but [redacted] and I worked out the mistakes through a monetary discount (reflected on the receipt).

We were initially thrilled with the work that they'd done - a beautifully refinished pool.

HOWEVER, 3 months after install, calcium nodules began to form on the steps of the pool (photos available). I researched these nodules extensively (the best article explaining what they are and how they're formed is here: http://www.pool-spa-pump-repairs-valet-auckland.co.nz/technical-info/1-calcium-n...⇄ & photos of calcium nodules are here: https://www.google.com/search?[redacted]=pool+calcium+nodules&tbm=isch).

I contacted Superior Pool Plastering, stated my issue with the nodules, volunteered that my warranty would cover the repair, and was referred to [redacted] handles all warranty claims, and said he'd come out to investigate my pool. It took [redacted] 3 weeks to actually make it out, which he did unannounced while my wife and I were away from home. When he contacted me, he said that the nodules were not covered under warranty, and were likely caused by the chemistry of the pool. I told [redacted] of my research and quoted the attached article: "In all cases, industry research proves that this problem is NEVER related to water chemistry. It is related to conditions and materials used in the manufacture of your pool." I then sent over the chemistry readings that my pool cleaners provide me every week: showing a perfectly "chemicaled" pool. His response was resolute: "this wasn't caused by us and isn't covered under warranty". [redacted] then tried to "sell me" on an "experimental treatment" that costs $100 to fix the nodules. Having already felt ripped off by [redacted] and his flimsy warranty, I declined.

It's now been 10 months since my install and the nodules have grown in size and #. I've researched remedies to these nodules and found none. Every industry person I talk to says the same thing: you got a bad install, and the only fix is to re-do the install on the affected portions of the pool.

Out of frustration, I called and left a message for [redacted] this week to request the $100 treatment. It's now been 4 days and I have had no response.Desired Settlement: I would like Superior Pool Plastering re-do the affected sections (steps) of my pool, so that these calcium nodules go away and do not return. I maintain that this is covered under their warranty, and that I should not have to pay additional funds for the original job to be done correctly. Even if it's not covered under their warranty, the facts remain: I paid $3700 for a remodeled pool, and 90 days after completion have defects that were caused by their faulty install.

Business

Response:

I am writing in response to a complaint filed against our company by Mr. [redacted]y Complaint #[redacted]. In regards to the calcium nodules that Mr. [redacted]y is referring to research has been done and proven by the [redacted] that nodules are a chemically driven phenomenon and are not due to workmanship and or materials used. As a courtesy to our customer Superior Pool Plastering will be performing a treatment to neutralize the nodules.Mr. [redacted]y has agreed to this treatment which will be scheduled for the week of March 10th to be done.Regards,[redacted]

Consumer

Response:

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,

[redacted]y

As Barbara indicates in her response, I have agreed to an experimental treatment that the company, Superior, recommends. In her response she states, "this treatment will be scheduled for the week of March 10th to be done." It's now 3/17 and the treatment has not been completed. Until the treatment is done and the nodules are removed, I cannot accept this as a reasonable resolution.In response to Barbara's other note, where she cites the National Plasterers Council (NPC), I continue to disagree with her assessment. To resolve, I emailed the NPC and received the correspondence below. Of particular note: "Calcium nodules on a newly plastered pool are typically a result of not brushing the new surface... If the pool has been properly started up and brushed regularly, than the nodules could be a result of some voids or bond failures in the new plaster". NOWHERE in the NPC's response do they indicate water chemistry as a factor.It's evident to me that these nodules are a result of a faulty install. I will not be satisfied until these nodules are removed and do not return, at no additional cost to me.Thank you,[redacted]yFull correspondence:[redacted], Thank you for your inquiry tothe National Plasterers Council. Calcium nodules on a newly plasteredpool are typically a result of not brushing the new surface as described in theNPC Start Up Procedures (attached). As the cement is hydrating (curing),it releases calcium hydroxide. If not brushed regularly, it will build upon the surface, making it feel rough and eventually leading to small formationssuch as a stalactite. Removal usually requires regular brushing, balancedwater chemistry (which can accelerate the formation of these nodules if the pHis above 7.8 or is generally considered alkaline by the Langelier SaturationIndex), or in a worst case scenario, light buffing. If the pool has been properlystarted up and brushed regularly, than the nodules could be a result of somevoids or bond failures in the new plaster, resulting in an open area for thecalcium to build up. See the definition below. The NPC Technical manual definesa nodule as:“A slang term used in the swimming pool plastering trade referring to a calciumcarbonate formation on the surface of a finish coat resulting from thepercolation of water that is capable of leaching cement compounds from voids,bond failures, cracks, or a weak sub-bondary layer in the cementitious coating,which is then precipitated onto the surface.” If you need any additionalinformation, please complete the attached Pool Inspection & Evaluation formand send back to me with pictures so I can further assess. Respectfully,Shawn StillPresident, Olympic PoolPlasteringTechnical Advisor, NationalPlasterers Council From: National PlasterersCouncil [mailto:[email protected]]Sent: Thursday, March 13, 2014 6:09 PMTo: Shawn StillSubject: FW: Nodules From: [redacted]y [mailto:[redacted][email protected]]Sent: Thursday, March 13, 2014 4:55 PMTo: [email protected]: Nodules Please define for me why calcium nodules could form in anewly plastered pool. In particular please articulate whether it’s an installissue, or a chemical balancing issue. Thank you, [redacted]yDivision Vice President - MidWestOpenWorksPhone: 602-224-0440, ext 132Fax: 602-606-9438Our Mission: toimprove your results by consistently making your facility cleaner, safer, andhealthier

Business

Response:

We have been in contact with Mr. [redacted]y and he is aware that we will be treating the pool and removing the nodules the week of April 7th. We feel that the treatment that will be performed on the swimming pool will resolve the nodule issue.Note: Much of the information that Mr. [redacted]y has obtained from the plaster council is in regards to a plaster finish where as the finish in his pool is a pebble surface and much of that information would not apply.

Review: I paid 10,000 dollars cash to have my pool plastered and the contract came with a 10 year warranty . The grout between the tiles have washed out as well as some of the tiles have cracked. This was all contracted in September of 2014. Between my Wife and I we have tried in good faith to try and get a resolution. To date no one has called back and all we get is an answering machine.Desired Settlement: Honor the contract and fix my pool and resolve it quickly

Business

Response:

Resolution [redacted] complaint: Superior Superintendent ([redacted]) met with Mr. [redacted] June 23, 2015 less than 24 hours from the time Mr. [redacted] left a message in regards to his tile issue on June 22, 2015. [redacted] found that the tile and grout issue is not a Superior workmanship nor material issue. Mr [redacted] has a 2 ft wide deck around one side of the pool, behind the 2ft area is grass. The watering of the grass has caused the deck to lift slightly breaking the grout in the bed joint. Let it be noted that Mr. [redacted] is only having the tile issue on the side of the pool where the grass is. After Superior Superintendent explained this to Mr. [redacted] he seemed to understand the problem and our hope is that he will contact the Revdex.com and close his complaint.Superior as a courtesy to Mr. [redacted] will send out a service tech. to replace one cracked tile and and crate an expansion joint in corner to absorb movement on Thursday June 25,2015.In regards to Superior not responding in a timely manner to Mr. or Mrs. [redacted] calls, please note that due to [redacted] telephone and internet problems the last 2 weeks our phone system has been up and down so there was a good chance we did not receive any messages. Records can be provided by [redacted] if needed.Regards,[redacted]Business Manager