Attached photos and communication between Platinum Custom Pools and [redacted] Mr& Mrs [redacted] are in breach of contract for going outside of our signed contract and completing the final step - Plaster - by othersMrs [redacted] ’s project in Midland TX was well planned due to the area and distance located from our home base San Antonio Careful planning of work schedules, crews and materials from our vendors and local vendors were coordinated for this distant project Others companies would have taken way longer and charged more for the project her size See details regarding the communication and schedules around her construction We did experience a rock terrain that was not expected for her areaAnd even though we were on an aggressive schedule we brought in additional equipment to progress thru the initial phasesThe only extended delay we experienced was due to not having the complete rock material order delivered from the rock quarry outside of the area and calls and messages were sent to her to inform of our work statusPlatinum Custom Pools had all phases completed on Mrs [redacted] ’s project other than the final step, plasterFrom Excavation to steel and plumbing followed by gunite all was completed ahead of schedule See attached photos/videoThe masonry work took more time than other phases due to the artistic intercut workform and quality required for this phase This too was communicated to them on the onset In order to make up for delays on rock delivery we had a local mason team team start on the flagstone work but they did not follow my work instructions Instead I scheduled my San Antonio team to take over the following weekThe entire patio deck was completely flagstone, the masonry work included rock work to tier custom fireplace, natural boulder waterfall and front and back slide rock walls The magnitude of rockwork was completed within a matter of weeks, including clean up after every phaseThe initial slide design pointed left into the pool but the entry would have given a smaller swim area to exit In efforts to allow for more swim space the slide was changed and this change order was made immediately to accommodate the ordering directly from the manufacture since it was not in stock Both Mr& Mrs [redacted] were very happy with our work and even referred two customers in their area Before we came to a close they added a wireless remote to complete their grand project with all the amenities We did not expect this type of feedback or complaint from them This leaves us to believe they were not intending to pay for the final phase as everything was completed as outlined in our construction contract until the final phase to set plaster Attached is the communication where [redacted] did respond to [redacted] ’s swimming pool project [redacted] attempted to reach out to Mrs [redacted] via phone to discuss her project and come to a settlement for her choosing to scheduled plaster thru others, but she denied contact [redacted] instructed to stop calling her and clear remaining materials and belongings from her property [redacted] cleared all materials from her property on 8/12/ Inclosing, our rating should not be penalized as we have gone above and beyond to satisfy our commitment to a quality and authentic customer service Please advise if you still have any questions or require additional information [redacted] [redacted] Platinum Custom Pools Office: (210) 520-Cell: (210) 378-www.platinumcustompools.com
Complaint: [redacted] I am rejecting this response because he left me a voice message today retaliating due to the Revdex.com complaint This small business operation offers very poor customer service and is not willing to follow through on warranty due to it being outsourced to third party Voice message left today from business owner is extremely unprofessional and made it clear that he will not fix problems with stone reported and that I'm on my own I will keep voice message as proof Regards, [redacted]
Mr*** *** *** called to Demand a warrantyservice. Platinum Custom Pools did not build a pool for this owner. This is the first time he is ASKING for a pool inspection. Explained to Mr*** *** *** that two steps were requiredfor warranty
transfer: 1-NotifyPlatinum Custom Pools Prior to purchase of house to fully inspect pool andequipment. 2-Accountmust be paid in-full.This pool is NOT UNDER WARRANTYThe previous owner did not pay off total balances due. Interests accrued along with this balance andbalance was finally written off. Thereforethe contract is null and voidIn addition, the previous owners never notified us of anyissues or leaks since 2008.Regarding the water bill:-The pool has a negative water feature when in operation ornot this feature will displace water over pool wall-Many SAWS customers are also experiencing a huge increasein their water bills. Perhaps this couldbe an underline issue to his water billWe would be happy to inspect the pool but if any relatedwork is needed it will be billed accordingly.Please advise if you still have any questions or requireadditional information.*** ***
Complaint: ***
I am rejecting this response because:Office is stil thereSo his Warranties are falseNot a man of wordHere is his E mail from May 31stIs business bankruptNeed proof of that.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
Regards,The breaking of the rock was immediately reported to owner of Platinum Pools via voice messages to both business phone and cell as many of my calls were never answered Multiple attempts were made until a returned message and a visit to see for himself the reported problem Owner committed to replacing such rock during the fall of as he was very busy over the summer After multiple visits in October to business office and leaving my business card as proof of attempt to meet, no returned call nor email was made until this claim to Revdex.com was submitted As a result of the claim, business owner is retaliating and not wanting to replace rock Very disappointed with his business practice and work ethic It's also disappointing that he does have time to immediately reply to this claim but does not have the courtesy to provide good customer service The service agreement includes a warranty section that reads " Platinum Custom Pools hereby warrants their Pools to be free of defects of workmanship and materials for a period of one year, warranty terms commencing from the date of installationPlatinum Custom Pools will honor the manufacturer's limited warranty on all equipment, for the length of time specified by the manufacturer This does not include acts of violence, neglect, abuse, riots, or any acts of nature I.E., freeze, floods, earthquakes, ground shifting, etc."Since the breaking of the rock was immediately reported this is not due to any of the acts of nature above
*** ***
Complaint: ***
I am rejecting this response because:I can NOT believe the response from Platinum Custom Pools. After reviewing previous complaints filed against this company, sounds just like them NOT take responsibility for anything. I have attached emails, and have many more where those came from but was not allowed more files on this response. I will try and attach the rest, if I can.Yes, this company was hired to do our pool because they were about 6k lower than our local pool guys here in Midland, TX and because he assured me a six to eight week completion. But what does this have to do with there lack of communication and professionalism? Excavation was completed in ONE day! Before Mr*** took on the project, he was well aware of rock terrain, my builder told him about it. Please do not try and use this as an excuse. I can very well get a signed letter from him to verify. They mention project was being completed in a timely matter, it was not. He was having trouble with his mason guys because they were NOT getting paid, not because I added a remote. The slide, the slide was ordered incorrectly, I have emails showing that too. The slide had been ordered weeks ahead of time and was never checked to see if it was the correct one, up until they were going to install it. Mr*** explains how he was moving quicker than maybe any other company, I beg to differ. As a business owner myself, I know time is money. The sooner you complete a project, the less you have to pay your hourly employees. He tried to use this on my husband when we were told by Mr*** we would have to pay him an additional 6k for extra machinery he rented. Why is that our problem? So you rented an additional backhoe to your advantage and turn around and stick the charges on the customer? How professional. So guess what, MrChetwood? Your "cheaper" pool, with the additional 6k totaled our local pool experts. I have another email showing a promised completion date of July 31stPool was not completed by that time, who's in breach now? I refused to talk to Mr*** over the phone only after several failed attempts to locate him via email, phone and text messages. Oh, and after the complaint was filed. I wanted every word documented, this is why I suggested he no longer call me, but instead email me. What kind of company asks for money before each phase? That should of been a RED flag, but I trusted MrChetwood. He could of very well taken my money and not completed any phase. I guess you live, you learn. Lesson learned on my behalf. Before I forget, I had told Mr*** that my neighbor was needing a pool, I don't know how that's a recommendation. After what I went through, my neighbor has since hired someone local.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Platinum custom pools do not respond to their phoneThey were called in May 2015, June 20th,and prior to purchase of home for an inspectionThey were again contacted in July, August and September with numerous left messagesPhone records prove those datesI finally decided to email and thats when they responded saying they will not service the pool with a very rude and short email offering no explanationNow that this has become a public affair, they have become more descriptivePrevious owner reports that entire balance was paid and will provide proof.Regardless, I would like someone to look at the pool and fountain as well as spa
Regards,
*** ***
Mr*** is incorrect in his statementThe coping was not installed by a third partyI have no control on rock quarried, palletized and delivery.The rock was installed accordingly and per spec. SOME rocks are slivering. Most are intactAgain the rock is a natural substanceI have no control on the longevity of ANY rock
Call was returned 7:50 am 3/2/17 and by end of day all was resolved. Diving board - although we initially cleaned and attempted to salvage her 20 year old diving board it was not in the best condition to reinstall and we recommended replacement. Homeowner stated if not within her budget she...
would not replace. Diving board price was quoted for board, parts and labor to install. Safety was never compromised. The electrical hook-up meets current building code requirements. Upon my visit the GFCI breaker needed to be reset. Stone flaking is common with all natural rock. We did remove and replace two rocks. I did recommend to seal the rock. All is complete, homeowner is happy. [redacted]
Complaint: [redacted]
I am rejecting this response because he left me a voice message today retaliating due to the Revdex.com complaint. This small business operation offers very poor customer service and is not willing to follow through on warranty due to it being...
outsourced to third party. Voice message left today from business owner is extremely unprofessional and made it clear that he will not fix problems with stone reported and that I'm on my own. I will keep voice message as proof.
Regards,
[redacted]
Attached photos and communication between Platinum Custom Pools and [redacted] Mr. & Mrs. [redacted] are in breach of contract for going outside of our signed contract and completing the final step - Plaster - by others. Mrs. [redacted]’s project in Midland TX was well planned due to the area and...
distance located from our home base San Antonio. Careful planning of work schedules, crews and materials from our vendors and local vendors were coordinated for this distant project. Others companies would have taken way longer and charged more for the project her size. See details regarding the communication and schedules around her construction. We did experience a rock terrain that was not expected for her area. And even though we were on an aggressive schedule we brought in additional equipment to progress thru the initial phases. The only extended delay we experienced was due to not having the complete rock material order delivered from the rock quarry outside of the area and calls and messages were sent to her to inform of our work status. Platinum Custom Pools had all phases completed on Mrs. [redacted]’s project other than the final step, plaster. From Excavation to steel and plumbing followed by gunite all was completed ahead of schedule. See attached photos/video. The masonry work took more time than other phases due to the artistic intercut workform and quality required for this phase. This too was communicated to them on the onset. In order to make up for delays on rock delivery we had a local mason team team start on the flagstone work but they did not follow my work instructions. Instead I scheduled my San Antonio team to take over the following week. The entire patio deck was completely flagstone, the masonry work included rock work to 3 tier custom fireplace, natural boulder waterfall and front and back slide rock walls. The magnitude of rockwork was completed within a matter of weeks, including clean up after every phase. The initial slide design pointed left into the pool but the entry would have given a smaller swim area to exit. In efforts to allow for more swim space the slide was changed and this change order was made immediately to accommodate the ordering directly from the manufacture since it was not in stock. Both Mr. & Mrs. [redacted] were very happy with our work and even referred two customers in their area. Before we came to a close they added a wireless remote to complete their grand project with all the amenities. We did not expect this type of feedback or complaint from them. This leaves us to believe they were not intending to pay for the final phase as everything was completed as outlined in our construction contract until the final phase to set plaster. Attached is the communication where [redacted] did respond to [redacted]’s swimming pool project. [redacted] attempted to reach out to Mrs. [redacted] via phone to discuss her project and come to a settlement for her choosing to scheduled plaster thru others, but she denied contact. [redacted] instructed to stop calling her and clear remaining materials and belongings from her property. [redacted] cleared all materials from her property on 8/12/15. Inclosing, our rating should not be penalized as we have gone above and beyond to satisfy our commitment to a quality and authentic customer service. Please advise if you still have any questions or require additional information. [redacted] [redacted] Platinum Custom Pools Office: (210) 520-1200 Cell: (210) 378-6673 www.platinumcustompools.com
Attached photos and communication between Platinum Custom Pools and [redacted] Mr& Mrs [redacted] are in breach of contract for going outside of our signed contract and completing the final step - Plaster - by othersMrs [redacted] ’s project in Midland TX was well planned due to the area and distance located from our home base San Antonio Careful planning of work schedules, crews and materials from our vendors and local vendors were coordinated for this distant project Others companies would have taken way longer and charged more for the project her size See details regarding the communication and schedules around her construction We did experience a rock terrain that was not expected for her areaAnd even though we were on an aggressive schedule we brought in additional equipment to progress thru the initial phasesThe only extended delay we experienced was due to not having the complete rock material order delivered from the rock quarry outside of the area and calls and messages were sent to her to inform of our work statusPlatinum Custom Pools had all phases completed on Mrs [redacted] ’s project other than the final step, plasterFrom Excavation to steel and plumbing followed by gunite all was completed ahead of schedule See attached photos/videoThe masonry work took more time than other phases due to the artistic intercut workform and quality required for this phase This too was communicated to them on the onset In order to make up for delays on rock delivery we had a local mason team team start on the flagstone work but they did not follow my work instructions Instead I scheduled my San Antonio team to take over the following weekThe entire patio deck was completely flagstone, the masonry work included rock work to tier custom fireplace, natural boulder waterfall and front and back slide rock walls The magnitude of rockwork was completed within a matter of weeks, including clean up after every phaseThe initial slide design pointed left into the pool but the entry would have given a smaller swim area to exit In efforts to allow for more swim space the slide was changed and this change order was made immediately to accommodate the ordering directly from the manufacture since it was not in stock Both Mr& Mrs [redacted] were very happy with our work and even referred two customers in their area Before we came to a close they added a wireless remote to complete their grand project with all the amenities We did not expect this type of feedback or complaint from them This leaves us to believe they were not intending to pay for the final phase as everything was completed as outlined in our construction contract until the final phase to set plaster Attached is the communication where [redacted] did respond to [redacted] ’s swimming pool project [redacted] attempted to reach out to Mrs [redacted] via phone to discuss her project and come to a settlement for her choosing to scheduled plaster thru others, but she denied contact [redacted] instructed to stop calling her and clear remaining materials and belongings from her property [redacted] cleared all materials from her property on 8/12/ Inclosing, our rating should not be penalized as we have gone above and beyond to satisfy our commitment to a quality and authentic customer service Please advise if you still have any questions or require additional information [redacted] [redacted] Platinum Custom Pools Office: (210) 520-Cell: (210) 378-www.platinumcustompools.com
Complaint: [redacted] I am rejecting this response because he left me a voice message today retaliating due to the Revdex.com complaint This small business operation offers very poor customer service and is not willing to follow through on warranty due to it being outsourced to third party Voice message left today from business owner is extremely unprofessional and made it clear that he will not fix problems with stone reported and that I'm on my own I will keep voice message as proof Regards, [redacted]
Mr*** *** *** called to Demand a warrantyservice. Platinum Custom Pools did not build a pool for this owner. This is the first time he is ASKING for a pool inspection. Explained to Mr*** *** *** that two steps were requiredfor warranty
transfer: 1-NotifyPlatinum Custom Pools Prior to purchase of house to fully inspect pool andequipment. 2-Accountmust be paid in-full.This pool is NOT UNDER WARRANTYThe previous owner did not pay off total balances due. Interests accrued along with this balance andbalance was finally written off. Thereforethe contract is null and voidIn addition, the previous owners never notified us of anyissues or leaks since 2008.Regarding the water bill:-The pool has a negative water feature when in operation ornot this feature will displace water over pool wall-Many SAWS customers are also experiencing a huge increasein their water bills. Perhaps this couldbe an underline issue to his water billWe would be happy to inspect the pool but if any relatedwork is needed it will be billed accordingly.Please advise if you still have any questions or requireadditional information.*** ***
Complaint: ***
I am rejecting this response because:Office is stil thereSo his Warranties are falseNot a man of wordHere is his E mail from May 31stIs business bankruptNeed proof of that.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
business is closed
Complaint: ***
I am rejecting this response because:
Regards,The breaking of the rock was immediately reported to owner of Platinum Pools via voice messages to both business phone and cell as many of my calls were never answered Multiple attempts were made until a returned message and a visit to see for himself the reported problem Owner committed to replacing such rock during the fall of as he was very busy over the summer After multiple visits in October to business office and leaving my business card as proof of attempt to meet, no returned call nor email was made until this claim to Revdex.com was submitted As a result of the claim, business owner is retaliating and not wanting to replace rock Very disappointed with his business practice and work ethic It's also disappointing that he does have time to immediately reply to this claim but does not have the courtesy to provide good customer service The service agreement includes a warranty section that reads " Platinum Custom Pools hereby warrants their Pools to be free of defects of workmanship and materials for a period of one year, warranty terms commencing from the date of installationPlatinum Custom Pools will honor the manufacturer's limited warranty on all equipment, for the length of time specified by the manufacturer This does not include acts of violence, neglect, abuse, riots, or any acts of nature I.E., freeze, floods, earthquakes, ground shifting, etc."Since the breaking of the rock was immediately reported this is not due to any of the acts of nature above
*** ***
Let me repeat that the business is closedHow do you expect work to be completed
Complaint: ***
I am rejecting this response because:I can NOT believe the response from Platinum Custom Pools. After reviewing previous complaints filed against this company, sounds just like them NOT take responsibility for anything. I have attached emails, and have many more where those came from but was not allowed more files on this response. I will try and attach the rest, if I can.Yes, this company was hired to do our pool because they were about 6k lower than our local pool guys here in Midland, TX and because he assured me a six to eight week completion. But what does this have to do with there lack of communication and professionalism? Excavation was completed in ONE day! Before Mr*** took on the project, he was well aware of rock terrain, my builder told him about it. Please do not try and use this as an excuse. I can very well get a signed letter from him to verify. They mention project was being completed in a timely matter, it was not. He was having trouble with his mason guys because they were NOT getting paid, not because I added a remote. The slide, the slide was ordered incorrectly, I have emails showing that too. The slide had been ordered weeks ahead of time and was never checked to see if it was the correct one, up until they were going to install it. Mr*** explains how he was moving quicker than maybe any other company, I beg to differ. As a business owner myself, I know time is money. The sooner you complete a project, the less you have to pay your hourly employees. He tried to use this on my husband when we were told by Mr*** we would have to pay him an additional 6k for extra machinery he rented. Why is that our problem? So you rented an additional backhoe to your advantage and turn around and stick the charges on the customer? How professional. So guess what, MrChetwood? Your "cheaper" pool, with the additional 6k totaled our local pool experts. I have another email showing a promised completion date of July 31stPool was not completed by that time, who's in breach now? I refused to talk to Mr*** over the phone only after several failed attempts to locate him via email, phone and text messages. Oh, and after the complaint was filed. I wanted every word documented, this is why I suggested he no longer call me, but instead email me. What kind of company asks for money before each phase? That should of been a RED flag, but I trusted MrChetwood. He could of very well taken my money and not completed any phase. I guess you live, you learn. Lesson learned on my behalf. Before I forget, I had told Mr*** that my neighbor was needing a pool, I don't know how that's a recommendation. After what I went through, my neighbor has since hired someone local.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Platinum custom pools do not respond to their phoneThey were called in May 2015, June 20th,and prior to purchase of home for an inspectionThey were again contacted in July, August and September with numerous left messagesPhone records prove those datesI finally decided to email and thats when they responded saying they will not service the pool with a very rude and short email offering no explanationNow that this has become a public affair, they have become more descriptivePrevious owner reports that entire balance was paid and will provide proof.Regardless, I would like someone to look at the pool and fountain as well as spa
Regards,
*** ***
Mr*** is incorrect in his statementThe coping was not installed by a third partyI have no control on rock quarried, palletized and delivery.The rock was installed accordingly and per spec. SOME rocks are slivering. Most are intactAgain the rock is a natural substanceI have no control on the longevity of ANY rock
Call was returned 7:50 am 3/2/17 and by end of day all was resolved. Diving board - although we initially cleaned and attempted to salvage her 20 year old diving board it was not in the best condition to reinstall and we recommended replacement. Homeowner stated if not within her budget she...
would not replace. Diving board price was quoted for board, parts and labor to install. Safety was never compromised. The electrical hook-up meets current building code requirements. Upon my visit the GFCI breaker needed to be reset. Stone flaking is common with all natural rock. We did remove and replace two rocks. I did recommend to seal the rock. All is complete, homeowner is happy. [redacted]
Complaint: [redacted]
I am rejecting this response because he left me a voice message today retaliating due to the Revdex.com complaint. This small business operation offers very poor customer service and is not willing to follow through on warranty due to it being...
outsourced to third party. Voice message left today from business owner is extremely unprofessional and made it clear that he will not fix problems with stone reported and that I'm on my own. I will keep voice message as proof.
Regards,
[redacted]
Attached photos and communication between Platinum Custom Pools and [redacted] Mr. & Mrs. [redacted] are in breach of contract for going outside of our signed contract and completing the final step - Plaster - by others. Mrs. [redacted]’s project in Midland TX was well planned due to the area and...
distance located from our home base San Antonio. Careful planning of work schedules, crews and materials from our vendors and local vendors were coordinated for this distant project. Others companies would have taken way longer and charged more for the project her size. See details regarding the communication and schedules around her construction. We did experience a rock terrain that was not expected for her area. And even though we were on an aggressive schedule we brought in additional equipment to progress thru the initial phases. The only extended delay we experienced was due to not having the complete rock material order delivered from the rock quarry outside of the area and calls and messages were sent to her to inform of our work status. Platinum Custom Pools had all phases completed on Mrs. [redacted]’s project other than the final step, plaster. From Excavation to steel and plumbing followed by gunite all was completed ahead of schedule. See attached photos/video. The masonry work took more time than other phases due to the artistic intercut workform and quality required for this phase. This too was communicated to them on the onset. In order to make up for delays on rock delivery we had a local mason team team start on the flagstone work but they did not follow my work instructions. Instead I scheduled my San Antonio team to take over the following week. The entire patio deck was completely flagstone, the masonry work included rock work to 3 tier custom fireplace, natural boulder waterfall and front and back slide rock walls. The magnitude of rockwork was completed within a matter of weeks, including clean up after every phase. The initial slide design pointed left into the pool but the entry would have given a smaller swim area to exit. In efforts to allow for more swim space the slide was changed and this change order was made immediately to accommodate the ordering directly from the manufacture since it was not in stock. Both Mr. & Mrs. [redacted] were very happy with our work and even referred two customers in their area. Before we came to a close they added a wireless remote to complete their grand project with all the amenities. We did not expect this type of feedback or complaint from them. This leaves us to believe they were not intending to pay for the final phase as everything was completed as outlined in our construction contract until the final phase to set plaster. Attached is the communication where [redacted] did respond to [redacted]’s swimming pool project. [redacted] attempted to reach out to Mrs. [redacted] via phone to discuss her project and come to a settlement for her choosing to scheduled plaster thru others, but she denied contact. [redacted] instructed to stop calling her and clear remaining materials and belongings from her property. [redacted] cleared all materials from her property on 8/12/15. Inclosing, our rating should not be penalized as we have gone above and beyond to satisfy our commitment to a quality and authentic customer service. Please advise if you still have any questions or require additional information. [redacted] [redacted] Platinum Custom Pools Office: (210) 520-1200 Cell: (210) 378-6673 www.platinumcustompools.com