Complaints

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• Initial Complaint

  Date:05/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21725963
  
  I am rejecting this response because: There is no resolution here, not to mention everything in the response is far from the truth. (This homeowner told me before we even signed the contract that he drains his pool for the winter and was told he would have to start taking care of it year round.) I could not begin to even know how ***** came up with this statement, who drains their pool in Winter? that is completely ridiculous. This is his excuse of why I have surface cracking, complete BS, this cracking occurred just weeks after job was complete, I sent ***** texts and photos to ask about this issue, and I got its normal curing and will go away in a few months' response. I have the texts and photos to prove it. This job was not properly completed, and the result is now I have to have it redone by someone who can do it properly. (He was given a written page titled  " Post surfacing care of your pool ". It is very specific concerning the use of sequestriant to eliminate metals in the water.) I was given the pool care instructions and followed them to the letter as stated in my first note, daily testing was done to insure PH levels and weekly brushing per ****** I have my own test kit as well as taking water to be tested at a reputable pool company, I have maintained my own pool for many years with no issues. levels of PH calcium etc. were maintained per *****s direction. Also per ***, Gran't pool tech I purchased metal out and used this product to prevent any metal staining, these issues have been blown off by ***** for many months now, with no return calls. Now he is just making up excuses, so he doesn't have to warranty it. (The pool also has check cracking which is ONLY caused by the surface being exposed to air instead of being submerged) If this is true then please tell me when this happened. Pool was filled the day it was complete and never been below the correct water line since.  (This doesn't harm the surface but is visible. Eventually if it is left exposed it will crumble). Exactly it will crumble and it's not normal to have cracking like this in a pool just redone, this confirms the job was not done properly. I would like a refund of the money paid for this job and am willing to take it to court if needed. I have documentation from texts and phots to water bills proving ***** is flat out lying, I have been nice and given him the chance to take care of this. I have reached my breaking point and now want some sort of refund; I don't have faith in this owner or company to stand behind their work. 
  (The notion that we dug up brick pavers is the most bizarre thing I have ever heard a customer claim. according to this claim we dug up the whole property.) Your crew instead of hauling off the old materials decided to dig up places in my yard and ***** chunks of old material removed from pool, as well as damaged my pump piping in the process. I still have a huge piece that was buried under a tree in my front yard. This just proves the unprofessional behavior from this company. 
  (The extreme abuse that this beautiful surface has suffered over the first year of it's life is the work of a pool owner who should just hire a professional to service the pool for him who is familiar with the " ****'s Magic Sequest Test KIt " and the use of acid to alleviate some of the evidence of the abuse. He will enjoy the pool much more and the surface will last as long as it is supposed to.) I value my home and property my pool has never been left without proper maintenance. The surface was not applied properly and therefore the job not done properly. I realize that mistakes can happen however the strength of a company is how that handle these mistakes when they happen this is what service and warranty is all about. This guy just wants to make excuses and blame someone else for his mistakes. I have all the proof to prove my case and he just continues to make up stories and crazy accusations, I have the orig signed contract and paperwork, if the statement he made were true that I drain my pool every winter would be a huge concern and surely documented. 
  
  Sincerely,
  
  ***************** water test done, and forwarded results to *****, no response. once the cold season set in and we were not using the pool I tried contacting ***** and *** several times and got no response. ***** told is now is insinuating that its prob metal staining and it my fault, so I have a pool with white spot staining and streaks on the bottom as well as spider cracking on the entire surface, I am no idiot and it seem like This is caused by improper plastering practices where the plaster is improperly mixed and weak, porous areas will develop. These small spots are prone to shrinkage, micro-cracking and discoloration that are the clear and unmistakable. I have documented texts phots sent and phone calls with ***** to verify my dissatisfaction. None of the problems ***** said would go away ever did. I am not confident that 3 Anchor Bay Pools will correct this at this point. I would like some sort of compensation to have it repaired or redone properly by a reputable company.

  Business Response

  Date: 05/18/2024

  This homeowner told me before we even signed the contract that he drains his pool for the winter and was told he would have to start taking care of it year round. He was given a written page titled  " Post surfacing care of your pool ". It is very specific concerning the use of sequestriant to eliminate metals in the water.The company that he is having test the water is not testing for sequestriant levels. Thus after surfacing it was stained by all the metals in the pool. The pool also has check cracking which is ONLY caused by the surface being exposed to air instead of being submerged. This doesn't harm the surface but is visible. Eventually if it is left exposed it will crumble.

  The notion that we dug up brick pavers is the most bizarre thing I have ever heard a customer claim. according to this claim we dug up the whole property.

  The extreme abuse that this beautiful surface has suffered over the first year of it's life is the work of a pool owner who should just hire a professional to service the pool for him who is familiar with the " ****'s Magic Sequest Test KIt " and the use of acid to alleviate some of the evidence of  the abuse. He will enjoy the pool much more and the surface will last as long as it is supposed to.

  Business Response

  Date: 07/01/2024

  This customer has abused the pool and stained the surface. If given the opportunity he would deny this over and over. The lies that were included in the initial complaint are an attempt to damage our reputation as he knows that were he to take the case before a court, it would be tossed out. There is no solution here. If he wants to remove the staining he can have someone do a " No drain acid wash ". This would be done by a professional and not the customer as it is not safe for this Homeowner.

   

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21725963
  
  I am rejecting this response because: ******* statements are completely false and have no merit, seems to be ******************** last-ditch effort to AVOID taking care of his customer and honoring his written warranty, as I stated I have proof of text messages and photos sent to ***** with dates and the issues, so yes, I will deny these false statements. Every statement I documented is true, the staining occurred after his pool tech came and put the first chemicals into my pool, the bigger issue is the surface cracking, that ***** seems to not want to bring up again, bottom line is I paid for a resurface, somewhere in the process there was a failure in the application of the product. As I stated along with photos to documented and sent to *****, I have cracking in the pool surface that he said was normal and would go away, this was clearly buying him time to not address this issue, the cracking did not go away, he has blown me off for almost a year now I have asked for him personally to come take a look at the pool and he refused. I would like some sort of solution that is simple for us both. I am not an unreasonable person and just want proper service and product for the money I paid you. I understand mistakes happen however the integrity of yourself and your company is defined by how you handle your mistakes and take care of your customers. I did not want to bring up other ***** issues that occurred during the work done, but it clearly shows the lack of management in his process. ******* statements of me draining my pool and abusing the surface of the pool is ridiculous and unprofessional, he has zero proof of his made-up statements. If you look into his past few years of service, you will see other complaints of the same nature. Yelp reviews also show same issues others have had and got the same treatment from 3 anchor Bay Pools, do your research. **************, I assure you that I have all documentation photos and video to prove my case with no question. I also have no issue taking this to small claims court to prove my case. I would not list this company in good standing nor in any positive review until the issue is resolved. The only solution would be the following. 1. A full or partial refund for the work that was not done properly, (surface cracks). and (acid wash). As I stated the cracking in the surface is the big concern with the longevity of the surface. Feel free to contact me directly if you would like to solve this issue, the cracks are not going away, and neither am I. Your call sir. 
  Sincerely
  
  *****************

  Business Response

  Date: 08/21/2024

  This matter will be best resolved in court.

  Customer Answer

  Date: 08/23/2024

  Here are the copies of the documents given to me from 3 anchor pools I signed the agreement 3-6-23 and have been in contact with ***** starting aprox. one month after job was completed 4-15-23. texts beginning 5-24 until just recently he has been blowing me off for over a year using every excuse in the book trying to say I abused the pool, when it is quite clear the surface was applied improperly, and I just want it re-done correctly. He told me this cracking was normal and would go away after pool surface was cured. I contacted him several times via text as he would not answer my calls. I repeatedly called and finally got him on the line each time I asked if he could come and take a look at the issue I was seeing he refused every time. His comments we always dismissive and just buying him time so he would not have to deal with the mistake. 

  the following are comments or reasons he gave me and some he posted in reply here.

   this is normal and will go away, it is part of the curing process, should go away in a few months, your chemicals must be off, just wait a few months for improvements, (the best one yet), customer said he drains his pool every winter, customer has abused the surface, all excuses trying to avoid covering his company's poor workmanship. I have text documents saved, I have read many complaints on-line for this company, I am not he only one with the same issues. Do not understand how a company can be in good standing with all these complaints. 

  -timeline

   -this is normal and will go away (waited to see if improved) 5-20

   -sent detailed pics to show concerns 5-24

   -it is part of the curing process, should go away in a few months. asked I test chemicals (waited another few months no change) 6-1

  - this cracking could be because your chemicals are off (I tested and sent him results, not the case) 6-6

   -three months later tried contacting ***** again and again, no return call left several messages and texts 10-15

  - gave up trying to reach him, staining and cracking still no improvement.

   -after no contact or response for 4-5 months reached out to his chemical expert and asked if he could take a look at the pool, at this point I said I had no problem paying to have him to at least take care of the staining in the surface, ***** reluctantly sent him out and he just took a water sample and never returned I again tried to reach out 5-16

  - reached out to BBB on this issue.