Construction of inground gunite pools and surrounding features like decks, fireplaces, kitchens and stone walls
Philadelphia Area, Including Montgomery, Chester, Delaware and Bucks Counties. Including Northern Delaware
Memeber of all national pool associations including NESPA and APSP. We are also Gold Members of Genesis 3 Design Group
From day one we tried our best to make this customer happy but sometimes no matter what you do or offer nothing satisfies them. This review comes from a customer who wanted to prove a point that she could take the facts and twist them around to paint the most negative picture of what truly happened. She takes no responsibility for a customer who was explained every step in detail and then complains that she did not know or was not aware of what was going on with her project. I believe each point that she is complaining about needs to be responded to so you will understand the circumstances.
In every pool contract and verbally I explain to every customer that we do not know what is underground where their pool is going. Normally there are no issues, but sometimes you will find stone that needs to be broken up and hauled away, sometimes you find the builder has buried construction material instead of hauling it away like they are supposed to do by law. Well we found an old pool, but not any ordinary pool but one that had been painted. So to break-up a steel reinforced pool took an extra day and then to dump the concrete, steel and painted portions, ( landfills will not take concrete with paint on it) you must pay extra to dispose of it. When this happens, I supply my customer the actual invoices for my cost and that is what they are charged. I normally do not charge my customers for the time to supervise this extra day and making arrangements for hauling and dumping. This is an unforeseen situation that costs more and I do not want to add to the costs even though it will cost me. Is this customer happy that I’ve done my work in the correct manner and not jeopardized the outcome of her $100,000 pool or buried the old pool debris on another section of her property like her builder did. She’s happy with her builder because he dealt with this issue without more money but jeopardized her home site in the future with lead base paint buried on her property someplace.
I work closely with my customers to pick out the various tile, coping, pool finish and cover choices. Many times, I take them out to look at pools because I think it’s so important for them to see these choices on a pool before they pick the one for their pool. This opportunity to go look at pools was offered numerous times to this customer but they decided they could choose from samples in our office. Did we call them a few times for their choices, yes we did. Better to be 100% sure than order and install the wrong tile or incorrect color. I will accept this criticism if it means getting it correct.
Two handrails were on the contract and the customer highlighted these in yellow (please be aware the customer knew every word in the contract and wrote in the winter cover) and I fully acknowledged them. Never did I say they weren’t on the contract. Handrails come in different configuration and unfortunately we don’t have them in our office so you can’t feel and touch. Honestly they all feel the same and I was more than happy to go over each one and how they could help her in each situation.
She has a salt pool thereby she needed a salt friendly handrail, that only come in a few choices. She didn’t like them so she found a marine grade hand rail in the configuration she liked. It was three times the cost of the one on contact but I bought them anyway without charging the upgrade. She only complained about the process.
We have done plenty of pools with tiled swim lanes. We normally ask the customer to be sure if they want something special. I guess we shouldn’t have asked then she wouldn’t have anything to complain about.
I am sorry we can’t build our projects to our customer’s party schedules. We tell them all the time that weather and other delays can happen, but please do not schedule an event on a date that THEY think the pool will be ready. Also this customer had an issue with “the check is in the mail”. Our payment schedule is based on progress and yes 80% of the pool is completed when 80% is due. But when 80% is completed and the customer has promised for the last month that the 50% payment was in the mail, you can see how trust can break down. That’s really unfortunate because most of our customers we will do work for before payment, knowing that they pay on time.
We believe in communications with our customers and do a great job. Unfortunately this customer had a very nice and easy to work with partner Gene. Who was always available and onsite while the one complaining about communications was never there. We were told late in the project not to communicate through gene because it wasn’t HIS money and he wasn’t THE swimmer. So do I have to go any further with the reasons why this review is totally over blown, embellished and lacks any credibility.
Just one more item because by now I hope you get the idea of the customer we are dealing with. Remember back that the customer knows exactly what was on contract and had a copy of it. But then questioned the volleyball and basketball systems that she told us was on the contract, but was not. To help with her misunderstanding I offered to give her the systems at my cost and install for free. She never responded to this offer but was quick to contort the story in her review. Her handrails normally would be installed in her deck and that was being done by another contractor. They called us a day before the deck was installed so we went out immediately and installed the concrete pad that would go under the dry laid deck. We left the handrails on the side knowing that on previous jobs if they were installed the other contractors might scratch or damage them. But again, this entire process was twisted in the worse possible and damaging way.
To finish I am very sorry that our customer felt compelled to write such a review about Ted’s Pools while we have made hundreds of our customers very satisfied over the last 38 years. We are still dealing with this customer and even after this review will provide her service professionally as needed.