ComplaintsforMid City Custom Pools

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mid City Custom Pools is building a pool for us. During the initial build, they decided to build the pool 6" higher due to hitting a water table. We were not informed at the time, but this caused a large change order because a larger retaining wall would now be needed. That change order consisted of:24 feet of 36" Turndown 24 feet of 24" Turndown 22 feet of 18" Turndown Total Cost: 3878 This was paid before the work started. Note: There are also costs related to stone veneer pattern that hasn't been done yet. This might become an issue too. When measured, the ACTUAL formed turn down is 8 feet of 36" ********************* 28" not 36"14 feet of 24" Turndown 12 feet of 18" Turndown - Height closer to 12" instead of 18"Using the same cost / ft they used to charge us, this should be *******. Unfortunately this little bit of wall leaves angles that would kill out trees and be difficult to mow, so we have requested they meet in the middle of the planned work and actual work. At no time have we been offered a refund considering what is actually done is well less than what we paid for. We want a refund for the appropriate amount between what was paid for and what was actually done. We will pay for work, and pay for changes that are a result of our own decisions, but we refuse charges for work not done and change requests for work not approved in the first place. This pool build is still in process.

  

  Business response

  06/25/2024

  During the excavation of the pool in ******** backyard, we encountered underground water. We presented *************** with two options for dealing with the water issue. The first option was to elevate their deck and install turndown, while the second option involved building a retaining wall to prevent water from entering the pool.
   After consulting with the homeowners, the decision was made to go with the turndown and a spray deck finish that resembled a flagstone pattern. Following this decision, we issued a change order based on the measurements provided by the deck company. Once the deck was formed, **************** contacted us via email, sharing pictures and measurements he had taken. We then met with the deck subcontractor on-site, and it was agreed that the deck would be poured first, and then the actual measurements would be taken afterward. During this meeting, we assured the homeowners that if the measurements differed and they were owed a refund, we would issue them a credit. Subsequently, the deck was poured, the subcontractor remeasured, and a credit of $1,119.25 will be issued to the homeowner at the plaster prep stage.

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