ComplaintsforRenuKrete

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently had a pool deck restoration by Renucrete that began on 6/13/24. The job was completed on 6/15/24. The entire job cost $19,000. So far, we have no complaints with the pool deck work. The crew worked in a timely fashion and we were impressed by their professionalism. We even gave the crew a $300 tip when the job was complete. Unfortunately, our complaint is regarding our pool robot cleaner that was damaged by a crew member. On 6/15/24, I witnessed (from the kitchen) a crew member accidentally knock over the pool robot off the stand while cleaning off the shed. In looking at it before they left, it seemed ok so I let it be. The pool robot did not clean our pool properly after this incident. It was off traction and became loose again when I put it back on the traction. It is only 3 years old and cost $800. Unfortunately, we had to purchase a new pool robot. We reached out to RenuKrete (*****) on 6/18/24 informing them of the broken pool robot incident and seeking a resolution. We asked for half the price of the old robot ($400) since it did not work and we had to purchase a brand new one. We emailed Renukrete (*****) several times and finally received a response on 6/20/24 referring us to the support team. We contacted the support team on 6/20/24 and again on 6/25/24 . We finally heard back from them on 6/26/24. They stated that they are unable to accept any property damage claim after the final inspection was complete. However, it is important to note that we were advised to not use the pool robot for a day, so how would we know that it was broken during the final inspection? Sadly, their only resolution was to offer us a $100 credit towards our next RenuKrete job. This is absolutely unacceptable and very disappointing, especially after spending thousands of dollars on this job! There must be a way to resolve issues that arise even after a job is completed. Unfortunately, we will have to get our lawyer involved to get a reasonable resolution.

  Business response

  07/08/2024

  Dear ****************, thank you for sharing your view. We are of course very happy that you love your "new" pool deck. We take great pride in our work, and our crews work very hard at making your dream of a renewed concrete deck that looks and feels like stone a reality. We hold ourselves to high standards, and we use rigorous processes to make sure that our customers are happy. Part of these processes is a Final Inspection during which we ask every customer to voice any requests, complaints and wishes that we would be able to address. Customers are given ample time for the inspection, and the inspection is only concluded when the customer signs off on everything, including the cleanliness of the pool. Your Final Inspection was completed with your signature on 15 June. Three days later, on 18 June after business hours,  you emailed us, mentioning a broken pool robot. Three hours later, also on 18 June, at 10:30 PM  you emailed us again mentioning that you had opened the unit yourself, were unable to make any repairs, and that you had purchased a new pool robot without giving us any time to respond to your initial claim. ****************, we always try to help our customers and frequently go the extra mile. We are very reasonable people and always try to do what's right. Unfortunately, a property damage claim that is filed with us three days after we leave your property, after you confirmed in the inspection that everything was great, and after you attempted to self-repair a sophisticated piece of equipment, such a claim can't be accepted by our company. Our customer service team, as courtesy to you and a sign of respect, offered you a $100 discount on future supplies purchases. We are confident that you will love your pool deck for many years to come. If you have any other requests, we are here to help you in any way we can.

  Customer response

  07/11/2024

  
  Complaint: 21904299
  
  I am rejecting this response because: their company employee broke our $800 pool robot and we need at least half the price of it back. We were asked to not use it on the day of so there was no way we could have known that it was broken prior to signing any paperwork. Once found out, I thought it was an easy fix, so we did not call until the robot stopped working again. They broke it, they replace it. This is very simple. We spent 19k. This is very ridiculous of the owner. 
  
  
  
  Regards,
  
  ****** & ******************

  Business response

  07/12/2024

  Dear ****************, thank you for your response. Kindly refer to our previous message about your complaint. We wish you a great day and a great summer.

  Best regards

  Customer response

  07/15/2024

  
  Complaint: 21904299
  
  I am rejecting this response because: This is not right and very egregious business practices. Since we are not receiving any appropriate response, we will now take the next steps to our lawyer. The back and forth is getting nowhere slowly.
  
  
  
  Regards,
  
  ****** & ******************

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/5/2024 I signed a contract with **** ( company owner ) to have my pool and patio area resurfaced by his company. They started the work approximately 2 weeks later and it took less than a week to complete. Upon completion of the work I inspected the work done and I was satisfied. I was advised to keep the area clean and it was suggested that I spray the area with a hose regularly. I sprayed it @ 10 days after it was done and noticed that the color was fading is some areas of the patio and the pool deck. I contacted the company with my concerns and sent pictures as they requested. It took @ 2 weeks before I got a response to my concerns. They said they will not take responsibility for the fading because " The damage was done by something mechanical done by a 3rd party ). The offered to sell me a touch-up kit to fix the problem. There was NOTHING done to the surface to cause any fading of the colors. There was nothing put on the surface to create any fading and still there is NOTHING on the surfaces. No furniture, equipment or anything. The surface is as bare as it was when the job was done. I paid a lot of money to have that project done and I should not have to buy more of their product to fix this problem. I feel they have the responsibility to come and fix this problem. At the minimum they should send me the touch up kit at their cost. They have pictures of the areas that have faded so far and there is more fading as the time has gone on.

*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. ↩