Business ProfileforAAA Pool Plastering

This complaint is in regards to AAA Pool Plastering Inc. in Houston, TX. After the plaster coverage is done. The crew performed the acid wash and told me the job is complete and I should start filling the pool. I was shocked because the pool was not in line with the finished product they showed me. At that time, I explained all the issues to the representative and I told him I'll pay only half of the final payment and the rest will be paid as soon as these issues are fixed. He told me no problem and assured that me everything will be fine after the startup is completed . The following are my concerns: The pebble aggregate is not showing Old white plaster is showing in several areas The pool return pipe wasn't sealed properly and the water started to seep leaving bleeding marks Inappropriate finish between the copping A lot of discoloration The startup has been completed per the provided instructions. We did not have any improvement. I sent them an email with pictures asking them to fix these issues. After several emails and phone calls asking AAA pool plastering to come fix my concerns explained above and get the rest of their payment, I received a phone call from Mr. *******; the owner of the company, who was yelling at me the whole phone call telling me to pay the rest of the contracted amount($1900) in addition to a $400 the cost to send out someone to drain my pool again and acid wash the pool which apparently wasn't done right to begin with. (essentially pay him to hire someone to fix his shoddy work) he asked me to pay that in advance before he can do the fixing. As soon as I tried to talk and address my issues, he hung up on me. Rude way to handle customers. I'm very disappointed that I paid thousands of dollars and I end up with these results and the unprofessional way handling customer's issues. I feel angry and upset every time I look at my pool.

AAA RESPONSE TO HANY ****   Upon Mr. **** telling us his initial concerns, at the time the process was not complete because the “start-up” had not been performed, so how could the product look like it supposed to when the final process of the chemical balancing had not taken place yet. This is why Mr. ***** excuses of the surfaces not turning out was no reason to withhold payment or to skip any steps needed to complete the final procedure. To reassure him, AAA accepted the half payment even though that went against the term of the contract and even provided the contact information for certified technicians to reach out to, to ensure the “start-up” was completed correctly. Mr. ***** inaccurate claims and misinterpreted assumptions, would have been properly addressed had the “start-up” been done by a professional and the proper recordings were taken 2 times a day with adding the proper chemicals 2 times a days and rigorous brushing 2 times a day which was not being done by Mr. ****. Simply taking a water sample one time a day is not enough especially without being able to take or provide the proper records to show that this was done. The description of the phone call with Mr. ******* is very intentionally misleading. Mr. ******* had someone present for the call and presented and offered a diplomatic solution to pay the invoice and addressing the concerns that Mr. **** had by sending out a certified technician and splitting the cost. Never was it stated during the process that payment had to be upfront, nor was it stated that the pool had to be drained to fix the issue. It was not open for debate, but the conversation was interrupted multiples times with Mr. ******* being berated when all that was needed was a yes or a no for the act of diplomacy that was presented and offered. Manufacture Comment: 3/23/2023 C.L. Industries does not activate warranties until all parties have been paid in full. Once final payments have been received, we will then file the necessary paperwork at our corporate offices and activate the warranty. Further, **** C.L. Industries representatives will not be permitted to inspect any pool that is not under warranty. Further, we will reserve the right to void a warranty on any pool that has been abused physically, chemically, or improperly serviced. It might be worth noting that AAA Plaster is a long standing “Approved Applicator” for all C.L. Industries products. They have passed all manufacturers protocols in terms of application, start up and product knowledge. AAA Plaster has been installing our products for 20 years and are one of the most experienced applicators in the Houston area. Tim Wills 305-877-2089 Territory Manager C.L. Industries