ComplaintsforQuality Design Nor'Easter Swimming Pools, Inc.

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We did a full tile replacement (costing $3,500) for our pool with the business in question in the Fall of 2020 (after the season had ended). Our tile stayed intact during the 2021 season but as of the Spring of 2022 it started falling off in large chunks. By doing a full tile replacement, it was warrantied by the business for three years. I started emailing Matt R*** (my main contact) in June/July of 2022 when the pool was opened and I noticed the issue, hoping we could get on the schedule for the end of that season to fix the tile while under warranty. Matt had told me the repair would happen in the Spring of this year (2023) which has come and gone. Someone else at the company named Frankie assured me when I called in late May that I would be getting a phone call from the person who would do our repair which has still never happened. At this point it's been over 1 full year of getting the run around from this company on when my tile can be fixed per our contract and many communications. I summarized all of this in an email to the company dated 6/24/23 and asked for a resolution the response I got was from Frankie saying her tile person won't call her back and therefore she has no one to do the repair. They've given me zero reassurance that this work will ever be done. At this point because our pool needs a full tile replacement again and was under warranty with a company that refuses to do the work, I am requesting a payment from them of $3,500 so that I can find someone myself to do the repair. We had a contract, they broke it, the work still needs to be done.

  Business response

  07/24/2023

  As described in the email from Frankie, another owner here at Quality Design Pools, the whole pool industry as a whole is having labor shortages which includes crews that do tile repairs. It is hard these days to find anyone knowledgeable and competent enough to do certain pieces of the project, including tile and repairs. We are working on getting a few different crews to be able to do tile and coping work for us but until they show up, we are unfortunately, left without very little to no options for any tile work. Once we have a crew or 2 able to do repairs, we will repair the tile at your property. We have it documented that the work will be covered under our 3-year warranty regardless of when the work actually takes place. I can only apologize for this inconvenience, but we will get out there as quickly as possible.

   

   

  Customer response

  08/02/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: I have been given no assurance that they have the means or staff to do the work required. I would like a refund so I can take my business elsewhere to a company that is actually able to repair pool tile. Waiting another season or more is unacceptable. 
  
  Sincerely,
  
  ******* *****

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