Complaints

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• Initial Complaint

  Date:08/19/2024

  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.

  Invoice received on 5/7/24 for remainder of $7951 & paid to Streamline Pools to remove and replace waterline tile in our pool. Once pool was filled and we were in water, large cracks could be seen all along the entire top grout line, holes and no grout at all above filter. **** was contacted and we requested the issues be fixed. Streamlines Pools used sub contractor ******* when we asked that a subcontractor not be used. In our texts, **** first said ***** would fix our issue the 2nd week in June but week after week no one showed to do the work, although we were told they would, 6 different times. As of July 22nd we were told by **** he was trying to "figure out the exact color of grout" that was used because he was "left high & dry" by his subcontractor and he would have to do the work himself. As of August 2nd we were told " it would "most likely" be done closer to pool closing" but still have not been given a date. We received several estimates and would either like the grout on the top tile line removed & replaced within a couple weeks or we would like a refund of $1000, possibly the cost to fix. We have received 2 estimates from $1000 to $2400 to do this work.

  Business Response

  Date: 08/29/2024

  Please see attachment for business response.

  Customer Answer

  Date: 09/04/2024

  Complaint: 22156870
  
  I have reviewed the business' response and am rejecting it because I thought I would make one more attempt to allow the business to make good on its word to fix the cracking in the brand-new grout on an $8000 project.
  I am confused as to why the business would rather spend time and money hiring a lawyer when they say this would be a 15-minute fix and have said six separate times they would fix the issue. In my opinion and others I spoke with about the issue, the cracking was due to too much water in the grout. The day the tile work was done at the waterline was the last day the subcontractor was there and it rained. He left by noon. No added separation has occurred anywhere else in the grout from when this was initially reported to the business. There are gaps, no cracks, and no new grout at all was replaced on one side of the water skimmer.
  We were also left to get grout out of the skimmer basket, off the pool steps and pool deck ourselves.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/11/2024

  Please see attachment for additional business response.

  Customer Answer

  Date: 09/16/2024

  Complaint: 22156870
  
  I have reviewed the business' response and am rejecting it because:
  At no time including providing work estimate did the business advise customer there maybe cracks or holes in the gout due to the condition of the pool decking until July, when sub contractor had not shown up to make repair as promised. 
  it is not my opinion that it rained or that the subcontractor left early the last day when the waterline tile was installed. 
  Ive attached text messages in which business advised customer multiple times issue would be fixed. 
  
  Sincerely,
  
  *******************