ComplaintsforRip Curl Pool Repair & Service LLC

• Initial Complaint

  04/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 13, 2023, I texted the owner with the tile and pebble sample I selected for my pool resurfacing. On March 24, 2023, his contractors came out and applied the pebble in my pool and when they were finished, I went out to take a look at it and realized that it was not the pebble that I had chosen that I texted him. That day, I texted him expressing my concerns about it not being the correct one. **, the owner, responds back saying Aqua Cool and that he bought the batches and loaded on truck. I replied back saying, I know there was two aqua cool pebbles and I picked the Aqua Cool the collection: *********** blend small. He responds back with the picture of the sample in his hand that I picked and said they still have to do an acid wash on it also has a lot of the cement mix on it. I left it as that putting my trust that it would look like what I chose in the end. I referred my parents to Rip Curl Pool and they paid a deposit on April 5, 2023. They also picked the same pebble color as I did. Their pool was finished on April 19, 2023 and so when I went over to their house on April 21, 2023 to see the pool, I noticed that the pebble was different than mine and that what they had in their pool is what I had picked and that mine did not look anything close to the pebble they had in even though we both picked the same pebble color. I called *** April 22, 2023 to discuss when he is available to come to my house to take a look and compare the pebble color samples. He states that all batches are different look and all aggregate are different. He also went on to tell me that I picked a different color than my parents but when I pull up my record of the photo I sent him to what the photo my parents sent to him that they chose, the pebble sample is the exact same. I then told him when he was available id like to see the samples of the pebble and compare to what I have in my pool. He texted back saying "sure but I'm going to tell you the same thing"

  Business response

  04/23/2023

  every customer gets this before and after job

  2. Interior finishes are not perfect or flawless. They are as perfect as hand troweling will permit.
  3. Your pool finish contains raw mined materials and cement. It is not uncommon to have the material contain small black, gold, brown, etc...flecks throughout the finish. There is no reason for concern as these flecks will not affect the durability of the finish.
  Please refer to the Colored Finishes Agreement section of your pool contract.
  6. Keep in mind that stains are most commonly due to water condition, weather conditions or water chemistry. It is vital that you take maximum care and caution concerning the maintenance of your pool.
  7. Underwater lights will magnify small objects and flaws in the finish and may give the interior a wavy effect. This is normal with all hand troweled surfaces.
  8. You will see a certain amount of crazing (tiny cracks in the surface). This is normal and will not effect the finish durability.
  9. All exposed aggregate finishes will have variations in shade, color and aggregate exposure.
  Also remember your pool is pebble cement blend and will vary from batch to batch. Pools take about 60 days to fully cure. During this time you will notice color variations as well as pool surface differences. This is normal as again this is a material that is mixed. if you look at section 9 it says Im not so many words that all pebble is different mixed different and color shape size are different. this is a material that comes from different yards as well as mixed different every single time and hand trowel on. This also shows different depending on tile choices size of pool exposure to sun and shade ***************** pool is 2 times larger than her parents also has full sun exposure as well as a different type of tile. 

  
  
  
  
  
  
  
  

  Customer response

  04/23/2023

  there is a big difference between the two pebbles and it doesnt matter of the size difference between the pools.
  
  The owner has not put any effort in hearing my concern as I had brought this up the day the pebble was put in but didnt bother to come check it out to make sure it was the correct pebble as he already had an answer for my concern. 
  
  I have asked him to bring his samples to my house to compare the pebble sample to the pebble I have in my pool to prove that the correct pebble was put in.
  In his words at this point is that Im going to tell you the same thing 
  I dont understand how you can say that without looking at it in person. Then he says It wont be for a few weeks as we have other jobs going on and there isnt a problem with the pool  
  I feel he is putting my concerns on the back burner since he received all his money from this job and does not want to own up that the wrong pebble was installed on my pool. Its a quick drop by with the samples and looking at the pool but I believe he wants to drag this out at long as possible because there is a truth of an error and he does not want the samples to show that. I will not be letting this go.
  

  Business response

  04/23/2023

  As I stated before pebble differs from size shape color as its a mix as well as hand trowel on. Pebble does very from color size of pool shade in area as well as tile. ***************** saying I havent been to the house is Wrong I have been back 4 times since pebble was installed. Only time anything was said was before acid wash. At witch point I told ***************** pool wasnt done. After that never heard back. She knows we went back because we came and started pool up and showed husband how to use new motor. She also knows we went back because she said she seen a hand print witch me or **** couldnt see but we brushed and scrubbed pool. 

*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. ↩