Complaints for Exclusive Pools Miami in Miami, FL

Complaints	Type of response
0	Making a full refund, as the consumer requested
1	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

Customer Complaint

1/18/2022

After an altercation with one of their employee, getting annoyed because I was asking too many questions, I decided not to continue with this company. The company said they were going to send me any reimbursement due. After multiple calls to the company and lies that the money was mailed, it has not happened since last December. A down payment of $2500.00 was given. They left draining the pool hose in the street unsupervised, I was back home from work in the evening to gather and put away the hose. They also chipped the pool below the tile line. I will be paying for draining of the pool and the chipping. Resolution Sought Pay reimbursement due

Company Response

1/21/2022

Customer, hired us on 10/4/2021, to resurface her pool. We explained the process of the whole project. Ms. Trunzo agreed and signed the contract and gave the initial deposit. The initial deposit would cover the draining of her pool, first preparation and delivery and unloading of Diamond-Brite. The final payment would cover the Diamond-Brite material, labor of plastering the pool and first initial chemical start up once the pool was filled. The first step would consist of removing any hallow spots throughout the entire pool and then applying a multi-coat bonding as the preparation to the resurfacing. When my workers were there she was telling them how she wanted the job to be done. At that time my workers explained to her again, what the process of the work entailed. She was being so persistent and kept on telling my workers that she wanted it to be done her way and told them "I'm the one paying so do it as I say". At that time my workers said that they were going to leave and was going to tell the owner to pass by again so he would explain to her the process as she was not understanding their explanation. She then had the audacity to tell them that the reason why they were leaving was because they didn't know how to do the job. The owner went back and explained the process once again. At that time she was informed that we were going to send out our second crew to apply the diamond-brite plaster - final step, as she made our first crew very uncomfortable and was very rude to them. She then agreed. The day of plastering, we called her because the side gate was locked. She then informed us that she wanted to be present and she was at work and the job couldn't be done. At that time, the owner reached out to her and told her that she was making things very difficult. She then said that she would prefer to find another company to finish the work. At that point she had breached her contract. As a courtesy, the owner told her that we would reimburse her for the delivery charge of the material since we were unable to deliver it. That same day we mailed check #1999 to her property address. We then heard back from the client two week later to inform us that she hadn't received the check. She was then informed that the office was closed due to the holidays and we would not return till Jan 5, 2022. When we reopened, we called her and she never answered.

Customer Rebuttal

1/25/2022

I disagree with Exclusive Pools Miami responding to my complaint on the events that occured. I was never disrespectful to their employees. I also perform a service to the public in the medical field. There are always questions that people need answers to. My questions were in regards to the work done. In no time did I tell the worker hoe to do his job, since I'm not experienced in this field. This pool was resurfaced 20 years ago, at that time the entire pool was chipped. My questions were in regards to the chipping. The worker became annoyed walking away. I told him that I was paying for the working being done, responding back that he was paid by the company. The company owner came and was informed of the incident. I was feeling uncomfortable with this company. I did not want them to send anyone when I was at work. In one of their texts they stated, "please find yourself another company and whatever monies will be reimbursed back to you". The only work this company performed was emptying the pool, which the water hose was left in the evening unattended in the street and the chipping below the tile line. In no time was the Diamond-Brite delivered and unloaded.

Company Final Response

2/8/2022

Company sent copy of written agreement between both parties, copy of text that she received directly from Customer, stating customer understands and accepts the deductions as stated. A revised refund check of $465 was hand delivered to daughter, J. Ruiz, today. 2/8/22.... All supporting documents fwd to BCA for review. At this time the complaint has been resolved between both parties and no further actions will be taken.

Complaints and Resolutions

Exclusive Pools Miami complaints