ComplaintsforTampa Marcite

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Very disappointed with the customer service and response to complaints.At first, we were very optimistic about having a successful pool renovation using Tampa Marcite. They have a good, long-standing reputation in their community that reaches to several surrounding communities. We chose them based on their reputation, the years in the business, and their commonsense approach. We contracted with them in early 2023, opted for an aggregate finish, with new accent tiles, and they completed the job in April 2023. We followed their instructions of after care and when we noticed that some streaking in the aggregate finish that we expected to go away based on ******* saying that brushing the pool daily the first 30 days would get rid of the dusting from the aggregate application and the pool would begin to look bluer. The pool did look bluer, but the streaking became more evident. We texted ******* to let her know our concerns. We provided pictures of the issue, but suggested they come and look at the issue in person because you can't really see the issue clearly in a photograph. We tried to describe what we were seeing in the texts. Instead of becoming concerned and saying Tampa Marcite would come and look at the issue, the owner called us to say they were insulted about how I described the issue with the pool - streaking. It seemed like they felt that because of their time in the industry that there couldn't be an issue with their work. She said they would come and take a look at the issue when they had another job in the area. This was back in May of 2023. We waited about 6 weeks and heard nothing. we sent another email to follow-up, and no response again. We waited some more and then sent an email this fall this time adding some other issues that they are responsible for under the warranty of workmanship (calcium spot and pool light came off). We sent more pictures, and no response again. We want these things fixed and fixed properly. Their customer service is terrible.

  Business response

  03/12/2024

  

  Business response

  03/13/2024

  We at Tampa Marcite take pride in both our work and pleasing our customers.
  It is for this reason that we do not ask for any payment until completion of work.
  At the time of completion and payment my wife and I heard no complaints nor visibly saw any sign of streaks (scaling).
  
  Issue #1 Scale/streaking Regretfully the customer did start describing what is known in the industry as scaling, which is common in all swimming pools and occurs after water treatment has begun.  
  Tampa Marcite has no control over water chemistry parameters and maintenance performed after completion.  That is why it is spelled out in our contract to which the customer read, signed and agreed.   See our contract wording below:
  
  Staining, discoloration, streaking or shading of the finish which can occur AFTER THE **** IS FILLED WITH WATER and chemical treatment begun, or Structural Cracks, shall not be construed as defective workmanship or materials on the part of Tampa Marcite, ***** including structural cracks and leaking.
  
  Scaling is not damaging to the finish but is instead a coating of solids on the surface caused by multiple factors in which Tampa Marcite has absolutely no control. Scale is removable and shall not be construed as defective workmanship or materials on the part of Tampa Marcite,Inc.
  I would recommend the customer contact the manufacturer to see their recommendations for scale removal.
  
  Issue #2 Pool light The customer was informed by myself at the start of the project
  That the existing plastic pool light mounting bracket in the shallow end was damaged by prior improper installation. I recommended replacement with a metal light. Customer then contracted with another company to install a plastic light in deep end to match the damaged plastic light in the shallow end contrary to my recommendation. We recommend that the customer contact the contractor that she hired to install her damaged light for a soluton.

  Customer response

  03/14/2024

   
  Complaint: 21198322
  
  I am rejecting this response because:

  After contacting Tampa Marcite about the streaking/creaming the company said they would come and take a look at it and the it was remediable. Tampa Marcite never came back.

  The chemical application was maintained by me with instructions from ******* on what chemicals to add and how much based on water test results at a reputable pool business.  If scaling occurred during the crucial 30 day curing period, Tampa Marcite could have fixed or at the very least recommended what could be done to fix the issue before the pool cured.  They made a choice not to look at the pool as promised.

   I have had the pool looked at by another professional highky recommeded pool company and was told it needs to be acid washed because using a basic scale removal chemical will not fix the issue because it is past the 30 day curing time.  This is going to cost us $1650 to do the acid wash and we were told it will likely not fix the issue completely.

  When Tampa Marcite says we had no complaints the day after the pool was finished and the day they came to go over the chemical and care process, and to answer any questions we had, we were told that there pool color would get more blue as we brushed the pool daily and with the chemicals being added that the wife was going to guide us through.  About a week or so into the after care we said the brushing wasn't bringing more of the blue out and instead it was showing streaks. As someone who hadn't been through a pool refinish before, I described what I was seeing as possibly a problem with how the agregate was mixed.  The wife of the owner called me to say she was offended by that comment.  When I explained it was simply a description and not at all intended to be offensive, and that I just want my pool to look good, because that's what we paid over $10,000 for, she said the owner would come out the next time he was in the area working.  He never did come out. 

  I feel because Tampa Marcite felt offended they wrote us off.  We could have fixed this issue amicably with no or little out of pocket expense to us, but they choose to not help their customer.  All they had to do was come out and look at the pool and tell me what needed to be done to fix it.  That's all they had to do.  But they didn't. 

  As far as the light, there was never a recommendation for a metal light.  I simply wanted the light reattached securely. They did reattach the light with a special bracket.  The owner even said the light was secured so tight there would be no worries of it coming off.  But it did less than a year later.

  I also mentioned a possible Calcium spot forming, but Tampa Marcite did not respond to that either.

  Sincerely,
  
  *******************************

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