Taylor Made Pools and Spas

This was our first ever pool project and we were apprehensive about what to expect, so we feel very fortunate to have found [redacted] and Taylor Made Pools. Their history and online views with the Revdex.com, ROC, and other sites set a high standard, and they lived up to it with a quality of care, oversight, and work that were all completed flawlessly and on time. In addition, [redacted] showed us ways to improve the installation of our filter and return jets to better keep our new pool clean. Thank you, [redacted], for a job well done!

This was our first ever pool project and we were apprehensive about what to expect, so we feel very fortunate to have found [redacted] and Taylor Made Pools. Their history and online views with the Revdex.com, ROC, and other sites set a high standard, and they lived up to it with a quality of care, oversight, and work that were all completed flawlessly and on time. In addition, [redacted] showed us ways to improve the installation of our filter and return jets to better keep our new pool clean. Thank you, [redacted], for a job well done!

Review: Taylor Made Pools and Spas failed to honor their warranty in the repair of our pool surface coating on the top step of the pool. The warranty coverage states the material is covered for 10 years and labor is covered for 5 years. As the warranty for the labor coverage has expired we requested multiple bids for the repair be obtained. Taylor made denied our repair request stating only one company manufactures the pool surface product and we must use them if the pool is to be repair is to be covered under warranty.

In speaking with several pool surface repair companies we learned the pool surface can be repaired and blended to match the existing surface. The material used for the repair does not need to be the same as used during pool construction.Desired Settlement: We want our pool step crack repaired under warranty. Additionally, we understand the cost of the labor is our responsibility and request the Taylor Made Pools and Spas obtain more than one bid for repair. The warranty does not state we must use the contractor of Taylor Made Pool and Spas choice, nor does it provide relief of warranty repair should we object to their vendor. Simply stated, we do not believe Taylor Made Pools and Spas is operating in an ethical manner as in conversation with other pool repair companies we learned the amount of material and labor was grossly inflated.

Business

Response:

Hello, I apologize that we did not respond sooner as we just received this today. Please find attached our correspondence with the home owner. In summary, we did offer to do the requested repairs with the original installer doing the work as the warranty is offered through them. Additionally, we did contact Pebble TechnologiesTM (the manufacturer of the interior surface in their pool) and found that there are only three (3) companies that are authorized/licensed through Pebble TechnologiesTM to purchase and apply their product. They are: [redacted], and [redacted]. I called Prado and [redacted] and both companies said that they will not make repairs to Pebble Tec products that they did not install. Please let me know if you would like any additional information or have any questions. Thank you and have a good day,[redacted]Taylor Made Pools & Spas, LLC

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.Our warranty is with Taylor Made Pool and Spas not Pebble Tec or any other company, attached is our copy for reference. Additionally, the warranty is not specific beyond responsibility for materials and labor. It is understood the owner is responsible for labor. The warranty does not state the owner must use the vendor choice of Taylor Made Pools & Spas. Further, and perhaps a mistake on our part, we asked for an acid wash at the same time the quotation was prepared for the repair, attached. When we contacted Taylor Made Pools & Spas to decline the acid wash and asked for a revised quotation, the response was just deduct the $225 for the acid wash. To date, I do not understand how the rate of labor was not adjusted and do not accept the previous response from Taylor Made Pool & Spas the acid wash quotation included labor. This response prompted action on our part to seek quotations for repair outside of the warranty. We acknowledge the quotation for the repair was not Pebble Tec branded product, but a material similar to Pebble Tec blended to match the existing surface. As the pool owner, matching the existing surface-color is far more important than the type of material used. The cost of labor from all quotations received was substantially less than the quotation provided from Taylor Made Pools & Spas. This is not the first time Taylor Made Pools & Spas has foisted warranty responsibilities onto another party. Shortly after our pool was installed we purchased basketball hoop for the sleeve installed as part of our contract. The sleeve for the hoop is set back too far from the edge of the pool rendering the upgrade useless. Basketballs going through the hoop hit the decking as opposed to the water. The response from Taylor Made Pools & Spas was "sometimes this happens".I understand this is two separate issues, but experience with this company and warranty issues has proven to be inconsistent. We maintain our request for additional repair quotations as means of check and balance as the cost of labor is incumbent upon the owner.Regards,[redacted]

Business

Response:

Hello,Our warranty is for Aqua Blue Pebble Sheen TM. There are only three (3) companies in the Phoenix Metro area that are authorized purchasers and installers of this product: [redacted] and [redacted] Pools. Cal Plastering installed the interior surface originally and Prado & Sons and [redacted] Pools will not do repairs on pools that they did not do the original installation. We have provided a quote for the labor for the repair as per the warranty and the request from the Home Owner and he has declined the repair.The quote for repair was $425 for the labor of the repair, $50 for the material for the repair and $175 for an acid wash (this was quoted per the Home Owner's request). The price of the acid wash is for the acid wash only and it is not included, in any part, in the cost of the labor for the repair.We are happy to provide warranty work on the Aqua Blue Pebble Sheen TM by an authorized purchaser and installer of Pebble Sheen TM but we will not pay someone to repair the Pebble Sheen TM with a generic brand as that is not what was installed and warranted. As an example: it would be like warrantying a BMW with Chevy parts.Our warranty states that the material is warranted for 10 years and we are happy to cover the warranty with same product as what was originally installed.Sincerely,Taylor Made Pools & Spas, LLC

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. It has become evident we are at a point of impasse. Taylor Made Pool and Spas is not honoring their warranty and does not appear to be inclined to do so in a manner congruent with the warranty terms or good customer service. Regardless, the warranty does not state the customer is limited to the warrantor's vendor rather it states labor is incumbent upon the owner after 5 years. Our demand is, and will continue to be, active participation in the bid process/vendor selection as the cost of repair is a shared responsibility.As a solution, please deliver the material needed to repair the pool to our address and we will use our own installer. In our view, this will satisfy the warranty for both parties involved. Taylor Made pays for the product and we cover the installation. The example offered below regarding the car parts is illogical and absurd. In response, a consumer can purchase OEM parts or parts that will meet OEM standards. Additionally the consumer has the choice to have the work performed by the dealer or another repair facility. The result is a repaired vehicle.Lastly, the terms and conditions of a vehicle warranty are clearly worded and generally understood by all parties.Regards,[redacted]

I was more than pleased with my final product. The pool looks fantastic and the office staff was always helpful and responsive. The owner was there every step of the way and actually came out himself to do our start up when our pool was complete. Great company.

This was our first ever pool project and we were apprehensive about what to expect, so we feel very fortunate to have found [redacted] and Taylor Made Pools. Their history and online views with the Revdex.com, ROC, and other sites set a high standard, and they lived up to it with a quality of care, oversight, and work that were all completed flawlessly and on time. In addition, [redacted] showed us ways to improve the installation of our filter and return jets to better keep our new pool clean. Thank you, [redacted], for a job well done!