We reviewed 3 pool quotes and settled on Lido as Josh had some interesting design concepts. They weren't the least expensive, however, we are willing to pay for a good product and warranty. Everything was on time as they started the install last fall (and were paid 80% of the pool contract), however, when they arrived in April to put the liner in, John found that it did not fit (and asked for another 10% which we trustingly paid). Josh indicated that there had been a mistake made at his end as he had overlooked that the drawing had somewhere indicated that there was to be an 11' foot stair and they had installed a 10' stair. John came and took the liner away on April 15 and here we are 2 months later on June 15 with no idea still as to when we will have the liner back and installed. My kids were looking forward to having a pool this summer. If you had asked us back in October if there was a risk that we would not have our pool by July 1 we would have laughed. Unfortunately for us its very much a reality. Josh has been very difficult to get communicate with. We requested that he come to meet with us and he emailed us that he was too busy. Every part of this project has had cost overruns or problems so far. I would not recommend them to others, extremely disappointed
- Approximate cost of services:
- $70,000.00
- Company Response
Without doubt, this customers caption is not in perspective of the reality that had existed. Any reasonable person realizes that contracting in general can and does have issues from time to time. Often there can be extenuating circumstances, we rely on others outside of our direct control, suppliers, sub contractors, inclement weather, changes in work ordered, unforeseen/ unexpected problems that arise etc. It’s not the issues per se that become the problem, it’s how the company reacts to the problem. Certainly we want everything to run as smoothly as possible all of the time and furthermore realize the superior value in every client having the best experience along the way. It is for this reason that we exercise due diligence and strive to provide what we ourselves would want if the tables were turned.
The facts are as follows:
• The manufacturer made an error with the vinyl liner and had fabricated it to fit an 11' step as opposed to the 10 ft step that was ordered and built. They admitted 100% fault, supplied a written admission of fault and rectified the situation without cost. It was the busiest part of the season and with all of our efforts it did take over 2 weeks. The reality of this delay was in the end inconsequential to the homeowner as they had instructed us to not install the liner and fill the pool until the fence was installed around it because they have 4 children under 7 years old & 2 dogs, 1 elderly. This replacement liner was delivered and sat in the box for around a week waiting for them to install the fence. They didn't have the fence installed despite us arranging a top notch installer which they declined, and decided to do it themselves. We had arranged for them to buy the fence directly from the manufacturer at our cost. They had experienced a delay in getting the fence perhaps complicated by the fact that the homeowner managed to offend the owner of the fence manufacturer. We've not experienced that after working with this manufacturer for over 25 years. In the end, the homeowner instructed us to install the liner despite the fence not being installed and it had been weeks beyond that before they had completed it. It was a 20 acre parcel with other natural perils but still not a good idea.
• Regarding her comment on lack of communication, certainly we realize the value in meaningful communication as it is integral to the overall efficiency, accuracy and success of the project. She was apprised of all progressions along the way. At the point that the liner had to be remade she had decided to berate me incessantly, multiple times per day despite being given all the information that we had at that time. It was to the point of unrealistic expectation and became a substantial burden cutting into productive time. If you have the answer of the day, multiple more calls won’t change that.
• Regarding the landscaping component; we offer full service and also work with other subcontractors as hired directly by the homeowner. In this case we had referred a reputable landscaper that we had dealt with over the previous 5 years. The homeowner had contracted with them directly to install a modest surround including interlock decking and an Armour stone retaining wall. Unbeknownst to us, this landscaper had merged with another landscaper over the previous winter that turned out to be less than ethical and decided to bury the remaining unused interlock, approx 30 sq. ft. They were caught, and have been banished from our referral list. The homeowner had withheld $5,000 from him, many times more the cost of the damages.
• The homeowner had stated that "Every part of this project has had cost overruns or problems so far". The reality was that there was not one cost overrun, everything came in exactly within budget that was stipulated within the contract. They had ordered an increase in deck size, approximately 30% and their billing from the landscaper had reflected that. From the onset, we had provided a detailed drawing that clearly indicated the size, shape and position of the pool. On site meetings established the desired grade and the retaining wall was based upon that position & elevation. Upon commencement of the stake out before the pool excavation, the homeowner moved the pool location some 30 feet plus away where the grade drops off substantially thus requiring a taller retaining wall. They were aware of the costs involved for the change in volume to the wall.
• As for payments, she followed our standard contract which contains progress draws that reflect most of our competitors within this industry. The 4th installment for 10% of the contract amount is due upon the coping or the liner installation, whichever comes first. The coping had been done back in the fall & we did not request that draw until the springtime when we had resumed work. The liner issue subsequently followed, however the 4th draw was due regardless and we weren't aware of the liner issue until we had been instructed to install it despite the arrangement for the fence to be in place first.
In conclusion, we had followed up with written letters to her telling her that we wish to maintain amicable & ongoing relations. That we are committed to stand behind our product & for her to feel absolutely welcome in calling for any pool needs.