ComplaintsforBorder Creations, Inc.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired Boarder Creations to install a pool in my Yard. Upon completion of the project, I informed the owner Kevin R. that the Tiles on the Spa overhang are not even and I wanted someone to please fix them. I went as far as trying to hold up final payment until it was done, but Kevin called and said I was in violation of the contract and HAD to release the funds, and that he would have everything fixed for us. Pavers needed more sand, Tiles needed grout adjusted, etc. He sent his foreman who did fix the sand on the pavers and do a final "cleanup" of the yard, however the tile on the spa were never fixed. There is supposed to be a 1 inch overhang across the entire 3ft and more than 1/2 the tiles do not have an overhang, they are flush with the pool wall. When I called him to discuss it, I mentioned that the pool cleaning companies that I had reached out too all commented that it was not level. At that time, Kevin Screamed at me, and hung up on me. He told me to NEVER call him again. The tiles are not repaired and the owner of the company that built my pool will not answer my calls, and hangs up on me. God Help us if we need to call him on Warranty information. We did not receive any paperwork on the pump, or heater. We received 20 minutes of "pool school" and nothing in writing.

  Business response

  01/19/2022

  Business Response /* (1000, 5, 2022/01/04) */ We fist would like to state that it's always our goal to have happy customers. If a customer feels there's an issue on a project, we will properly address it immediately so it's resolved. We want all of our customers to enjoy what we build for them. This customer was extremely happy with only a few open punch out tasks to complete. We've addressed every issue the customer has risen. The complaint risen will show the list was minor in nature. The final payment was not allowed by contract to be held which was in excess of $14,000. Our terms and conditions allow a customer to withhold $500.00 for final punch out to be completed. The final payment is due upon completion of the project minus the punch out fee if requested. When arriving for pool school the customer was given a $750.00 refund check from the initial deposit payment and did not request the addtional $500 to be held. It is clearly listed in our terms. We covered the system in our pool school session and we do sincerely apologize that the customer didn;t feel it was long enough. We leave an open line of communication with all of our customers in case they have questions on how to operate. We also do recommend to our customers to hire a pool service company to maintain the system if it's too much to handle. The customers have a wide opening in the spa for water to fall into the pool. The first issue risen was covered in pool school which was to increase the volume of the pump to allocate more water for the spillover. It will be very difficult to have a symmetric spillover with an opening that big but can be resolved by increasing the pump speed. We showed the customer how to complete this task during pool school. The new complaint was risen yesterday by the customer regarding the tile overlap. The conversation got very heated. We asked the customer to send us detailed photos as we did not see a problem during pool school. They are requesting that each front tile on the spa spillover overlap as consistent as possible. We will be sending a few personnel to address those tile and have them replaced.

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