ComplaintsforTrademark Pool and Spa

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Pool contractor (Trademark) was supposed to be done in November 2021 with completion of the project. The contractor was not done until late February 2022, the contract stipulated that six months was a maximum, however it took almost 10 months. When I asked where the drains ran, the project manager for the company told me to put a hose in the drain and figure it out. I obviously wouldve called him if I had saw the water coming out somewhere in the front yard.The workers left my back yard a complete mess, not only every time they worked, The day before Thanksgiving they had tamales that they left in the pool pit. My Dogs ended up getting into these tamales and spreading them all over my backyard. One of the workers stole my personal shovel although after talking with the company they did replace the shovel. They did not put the fencing back right and on a windy day, two of my fence panels fell down and my dogs got out. Luckily I was able to get both of my dogs. From there on out I had to personally reinforce my fence after each day they worked. The cleaner they gave to me (pool sweep) which was included in the $58,000 spent, was a older model that continues to break I asked if they could please provide me with a newer model as that one has been discontinued and they told me no. When I called to complain I am never transferred to anybody that can help me and nobody ever returns my phone calls; this is even though I have a one-year warranty on my pool. I think the minimum I should get for all of these issues is a newer model pool sweep.

  

  Business response

  08/17/2022

  We are reaching out to ******************************* to discuss warranty process and offer a solution.

   

  Thank you!

  TradeMark Pool and Spa, Inc. 

• Initial Complaint

  06/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Trademark pool and spa failed pre plaster inspection on 3/15/22 and the final inspection on 5/3/22 for my pool and spa. I have paid them in full, $79,700 and they will not return my calls or written correspondence from the **************** building inspector.

  

  Business response

  07/01/2022

  There are times inspections do not pass the first time, but we do go through the process to get them passed for what the inspector is asking us to address.  7/1/2022 the final inspection was signed off.  Pool project is 100% complete and all inspections have been signed off by the City. 

   

  Thank you!

  TradeMark Pool and Spa, Inc.

  Customer response

  07/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  I would like to thank the Better Business Bureau with assisting me in my complaint. I feel this issue with this company would not have finalized and been satisfactory had this Bureau not stepped in. 
  

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $70,000 for a built in pool, spa and deck. Upon completion of the deck installation, I questioned the project manager about the quality of the deck as it did not appear to be the quality promised. I was told that the concrete needed to cure for a year before Trademark could ***** the situation. Months later the deterioration of the deck became even more apparent presenting additional concerns. I have contacted Trademark multiple times to resolve the issues. I sent pictures and voiced my concerns. Finally, Trademark sent a crew to ***** the deck. I was told they would consult with the owner and he would get back to me. No one contacted me so I continued to pursue resolution. I was told that my complaint had fallen through the cracks. The owner and a crew came out to assess the situation. He sent a crew to acid wash the deck and assured me this would resolve the issues. This process only emphasized the defects and caused additional damage. The Vice President in a phone conversation and the on site ******* assured me that if the acid wash did not resolve the problems, I could request the deck be replaced. Yesterday, the Vice President of the company was supposed to meet with me to discuss resolution. He did not show up for the scheduled meeting. It feels like I am once again falling through the cracks. Issues with the deck include, multiple cracks, crumbling cement, trowel marks, boot imprints in the cement, drastically ununiform rock salt indents, discoloration and the acid wash further damaged the surface. Basically, I paid for a quality deck. A faulty deck was delivered. I would like Trademark to deliver the quality deck I ordered and was promised.

  

  Business response

  06/14/2022

  TO WHOM IT MAY CONERN, 

  Thank you for allowing TradeMark Pool and Spa, *** to respond.  We take our customer service very seriously.  In response to the ********** concern, we had been in communication with them prior to this complaint notice. Myself ************ **** President and Deck ******* met on site and noted that the deck had moisture lock and effervescence due to the curing process. Also noted are float marks from the embedding process of the salt, which is normal. Our vice president reached out to our client and offered to acid wash and pressure wash to help even out the color they are dissatisfied with. We did this extra step out of good faith to try to help even out color.  TradeMark Pool and Spa, *** does not make the concrete mix.  We order it from the concrete plant and perform the finishing.  Please see attached disclaimer that we provide during the contract signing that homeowner read and acknowledged.  We do this extra step to try to help educate our client that concrete is composed of natural characteristics and is made from natural materials.  We will re-visit the project approximately 28 days after the acid wash / pressure wash (late June) and advise the homeowner of our findings.  Per the state contractors license board this job is well within industry standards.  We invite our client to review the contract and disclaimer details. 

  We would like to thank the ******** family for their business!

  Sincerely,

  *********************** (President)

  TradeMark Pool and Spa, Inc. 

  Customer response

  06/19/2022

  I am rejecting this response because:It is ironic that Trademark begins by thanking you for the opportunity to respond. They have had the opportunity to respond to us since October, and have been very reluctant to do so, claiming that our case has repeatedly Fallen through the cracks (which our deck has a lot of).  Their response uses a straw man strategy of only mentioning the aspects of the decks problems that they wish to highlight, and ignoring the irreparable issues, like the aforementioned cracks (around a dozen), the indentations from trowels being used to pound rock salt into the cement (well over 500 of these marks), boot prints (dozens), crumbling areas of concrete, uneven pool edges, and the discoloration that Trademark did mention, which has gotten infinitely worse since their attempt at an acid wash, with dozens of huge patches that are now the color of urine.  The Vice President of the company was supposed to come out a couple of weeks ago.  When he did not show up, ******************** went to the office and was told by the secretary that the ** had reported to her that he had visited the house the day day before, even though ********************* had been there all day, and had never seen him.  Multiple representatives of Trademark have been out to see the deck, and have unanimously agreed that the deck is not repairable and that we will be hearing from their boss to schedule a replacement, but those phone calls or visits never happen.  Trademark is blaming the cement company.  We have twice requested the name of the cement company and the delivery ticket for the concrete pour.  We have not received this information and the *************** has not received their copy of the delivery ticket.
  

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Started a swimming pool and deck installation with the company in November 2021. Its has been nearly 5 months and we are having scheduling issues . Trade **** pool poured our new deck and there was a leak in a pipe they installed. Advised the ******* of the issue prior to them pouring the deck and they continued with poring the deck and water ran down the newly poured deck causing discoloration down the middle of our new stamped concrete. There are over 7 cracks in the deck and a couple are much larger than the standard hairline crack.when asked to repair issues, the company is delaying final steps in completing the project due to me constantly asking them to fix issues with workmanship. Although they have received 99% of payment which is $100,000 they have failed to address concerns and owner refuses to respond to customer calls and messages left with receptionist.

  

  Business response

  04/05/2022

  Good Afternoon,

   

  This complaint has already been discussed and resolved with client. The client has agreed to release final funds and is being plastered tomorrow. Thank you for the communication.

   

  ***********************

  TradeMark Pool and Spa, Inc. 

  .

  Customer response

  04/07/2022

  I am rejecting this response because: Issues were discussed but not resolved. Company had service guy come out to patch up issues but left without completing entirely and discolored area was attempted to be done but colors doesnt match. When concerns were addressed with *********************, once again we were advised that ******* will be back to figure out another way but we have to wait until hes back in our area. But if we are paying for service the company should make it a priority for him to finish with our unfinished work! Payment was given only because company refused to continue with plaster until we agreed to pay, not because issues were completed. Still not satisfied with quality of workmanship. There are a lot of unresolved concerns which were addressed today with Don. 
  

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