Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/16/2024

  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.

  Three years ago I had the pool at my house resurfaced using SGM DiamondBrite. Within months the color began fading. I had numerous correspondence with SGM representatives. Representatives of SGM and other "experts" came to evaluate the pool. I was told, after the fact, that the particular color fades. More of a problem over time the surface of the pool has become extremely rough (I liken it to 60 grit sandpaper) and is gone in some spots. The company that did the resurfacing told me it had the 10 year warranty, with no mention of having to register. .Upon recontacting SGM representative, I was told that there was only a one year warranty on the material. No one representing the company from the time the initial problems arose and subsequent correspondenceI ever informed that in order to get the 10 year warranty from SGM I had to register with the company. As I did not know about this requirement registration was not performed. They basically ignore me.

  Business Response

  Date: 07/19/2024

  Dear *** ******,
  I hope this letter finds you well. I am writing to address your recent complaint reported to the Better Business Bureau.
  In your complaint to the bureau, you state The company that did the resurfacing (LAcqu ********************* told me it had the 10-year warranty, with no mention of having to register. You also state They basically ignore me.
  When you first contacted SGM the pool surface had already been compromised. Loss of color and surface deterioration are both symptoms of improper water chemistry. Water maintenance and after care are beyond SGMs control. SGM warranty excludes damages due to workmanship, structural failure, or physical abuse of the pool.
  Although you or your contractor never registered your warranty for Southern Grouts and Mortars, SGM has never ignored you. Our local representative *********************** has had many phone and text conversations with you attempting to offer corrective measures and guidance. 
  We understand your frustration and apologize for any inconvenience this may cause. SGM does offer its warranty information, chemical start up and maintenance parameters in all its literature, manuals, and website. The warranty is not valid unless registration is completed in full within thirty (30) days of installation of pool finish material.   
  In your correspondence with ******, you provided a copy of your agreement with LAcqua ******************** that clearly states, Warranty: The plaster has one year labor, ten year product warranty when registered with manufacture. (please see attached)
  Should you have any further questions or require clarification regarding our decision, please do not hesitate to contact me directly at ********************
  Sincerely,
  
  *************************
  Technical Director | SGM, Inc.
  O:**********************

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21997923
  
  We are rejecting this response because:

  SGM, thank you for pointing out the information on the original proposal regarding the 30 days to register.  I missed that.

  However, we have had issues with the DiamondBrite from the very beginning.  SGM's representative, ********************* (prior to ******) was informed of the problems within the first year.  SGM sent representatives and pool chemistry personnel.  They informed us that unfortunately the color we had chosen was subject to fading, spotting, and that there was high calcium in the pool.  The chemicals have always been kept correctly as we check them weekly and after rains.  Additionally, we added a whole house water filtration system that removed any excess calcium.

  The surface of the pool has continued to deteriorate and now feels like 60 grit sandpaper.  We have tried whatever **** or ****** have suggested, but the surface continues to deteriorate.  The last suggestion from ****** was to contact *****************************, which we did.  ********************* never followed up.

  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/31/2024

  Dear *************************,
  Im truly sorry to hear about the issues youre facing with your pool finish. I want to assure you that we take these matters very seriously. However, its important to note that cementitious pool coatings, such as those from SGM, do not change or degrade on their own. Our products are designed to be durable and, once fully cured, are inert under typical conditions.
  The performance and longevity of these coatings can be heavily influenced by water chemistry. This is why we provide detailed guidelines on maintaining balanced water conditions. From your previous communication, you provided one water analysis from Pinch-a-***** indicating that your water was in good condition.Pinch-a-***** is known for its reliable service and thorough record-keeping.
  If you can provide historical records demonstrating consistent balanced chemistry,I would be glad to review them and reconsider your claim.
  Best regards,
  
  *************************
  Technical Director | SGM, Inc.
  O: **********************

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 21997923
  
  I am responding with the requested reports from Pinch-a-***** for2024.  Please let me know if you want me to get older reports.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/14/2024

  ****************,
  
  I am writing to address the recent response you submitted to the Better Business Bureau.
  As we discussed previously,the symptoms you have reported are consistent with imbalanced water in the pool. In our last communication, I requested the chemical maintenance history for your pool to reassess our position. The history provided shows sporadic testing over the past 8 months, which constitutes only a portion of the approximate 36-month period of your pools finish.
  To accurately evaluate the situation, a complete chemical maintenance history is essential. Please provide any additional records you have for the entire period in question. This will help us to better understand the situation and work towards a resolution.
  Thank you for your attention to this matter.

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 21997923
  
  As requested, in addition to the 2024 reports previously sent, I am attaching the Pinch-a-***** reports from when I took over care of the pool on 11/13/2022 through 11/17/2023.  Prior to that L'Acqua ******************* (*****************************, ************) maintained the pool.  In between trips to Pinnch-a-*****, as a homeowner, I check the pool once a week and more often after rains, etc.  Thank you for taking all of this into consideration.  I appreciate the time you are putting into this.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/22/2024

  ****************,
  
  Thank you for the additional reports from when you took over care of the pool from 11/13/2022 through 11/17/2023. After reviewing the reports, it is clear there were significant issues with maintaining the proper chlorine levels in your pool. Chlorine levels are crucial for both safety and to maintain your warrantee. SGMs maintenance instructions specify that chlorine levels in a pool should be maintained within a range of 1 to 3 parts per million (ppm).
  During this reported period reports show 11 months where the chlorine levels were above the high-end range of 3 PPM. 7 of the months reported the chlorine levels were more than double the high-end limit with the highest reading being 10 ppm.
  High chlorine levels, particularly when they exceed the acceptable range, pose several issues, including damage to pool equipment and surfaces, as well as safety concerns for swimmers.
  I am sorry to inform you at this time SGM cannot fulfill your warranty request as the following specific limitations stipulated in the SGM Diamond Brite warrantys terms and conditions have not been met or maintained.
  Warranty is not valid unless this registration is completed in full and within thirty (30) days of installation. 
  Pool finishes that have been physically damaged or faded, or through lack of proper water chemistry balancing, chemical abuses, or sanitation applications are not covered.
  
   Regards,
  
  *************************
  Technical Director | SGM, Inc.
  O: **********************
  
  

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 21997923
  
  I am rejecting this response because:

  You did show me that the original proposal stated that the 10 year extended warranty required registration within 30 days of installation.  However, it was not on the invoices that I received from the installer. upon completion pop the installation.  Upon completion, a written reminder by the installer should be required.  The pool surface had issues from the beginning and within the original one year warranty SGM sent specialists to try to determine the cause(s).  Those specialists never determined the cause of the problems, and at that time should have suggested that SGM resurface the pool.

  With regard to the chemical balance of the water, your responses would require a homeowner to test the chemical balance on a daily basis.  Unless the homeowner is a pool specialist testing the water daily is absurd.  As you can see from the Pinch-a-***** documentation, I regularly had the water tested.  At times I may have added too much chlorine in an attempt to offset the impact of heavy south Florida rains.  However, I always follow up with a test by Pinch-a-***** and adjusted the chemicals accordingly.

  From the beginning there has been, and still is, a problem with the Diamond Brite.  Your responses point to what I may have done incorrectly, but never to what SGM should have done.  SGM should stand behind their product.

  Sincerely,
  
  *************************