We contracted on Feb2021 with Southern Scapes Pool & Landscape Design to install a new Latham…read morefiberglass in-ground pool. We met with Tom May about the specifics and he drew up the contract, down deposit made and our target date was Nov2021. Tom said he would draw up a set of plans & get them over to me for review/approval, it was indicated/assumed the plans would be drawn up in a timely manner; the planset was emailed to me in Oct2021. The COVID impacted delivery of the fiberglass pool and it was delayed out for several months. Another email stated we were on the April2022 install pattern. Tom's crew showed up in April and the process began. The hole was dug, pool was set, plumbed and backfilled. The electrical crew showed up and wired everything to the main panel. Concrete was poured for the decking and-at first appearances while it was still wet, it looked great. It was noted that the hand rail cups had shifted position during the pour and troweling. They were moved by the concrete guys while the mix was still plastic, which upset the bond and caused the concrete to chip around the brass cup; they were no longer adhered to the concrete.
Approx four weeks after pouring, a crack had developed in one of the deck panels and was traveling in a lateral direction where there was no control joint; it had exceeded 6ft long (visible crack). A second crack was forming from the opposite control joint by the rail cups and was traveling towards the 6ft crack. There were also footprints in the concrete from the concrete crew removing the forms around the mouth of the pool; knee boards were not used to step/kneel on during this process, instead socked feet were used to walk on uncured concrete. Tom came out, inspected and it was determined that the concrete had failed due to a possible improper mix and underlayment. Tom agreed that the whole concrete deck would be removed and they (Southern Scapes) would bear the cost for the replacement.
Due to varying schedules, the removal and repouring occurred in Sep2022. A different concrete supplier (CRMP) was used, which is located closer to the site. During the deck removal, the concrete contractor stated he would lay down steel mesh as an additional preventive measure for cracking. On the day of the pour, he stated that his supplier did not have any mesh available, therefore none was laid.
Lessons learned/After action:
1: Read the contract closely, if there is a feature/option that was discussed and agreed upon, make sure it is in there before you sign (features/options outside of the standard package). Southern Scapes adheres to the contract and will bring it up when confronted.
2: Communication between contractor and customer was/is very poor, I had to call/text/email numerous times to find out dates/times for onsite events and details. The company does not give periodic updates nor notice when they'll be out to work, they just show up unannounced.
3: Southern Scapes states they do not warrantee the concrete from cracking as stated on their website. Having prior experience working with concrete, I've never had cracking issues after four weeks of initial pouring.
4: There were delays due to supply chain shortages that were very understandable, which I was extremely flexible and compliant with.
5: The overall cost was my driving factor for satisfaction level. There was a great deal of money that went into installing this pool and I expected a highly professional job upon completion.
6: My satisfaction level is very low with the concrete sub-contractor; very poor workmanship on all angles, the final product is typical of a garage floor, not a pool deck.
7: I am completely satisfied with the expert levels of plumbing Tom's crew has and the electrical sub-contractor Tom brought in, very professional and they cleaned up after themselves, leaving no trash.
8: I am also completely satisfied with the fiberglass pool itself, no complaints/regrets on the brand/model we chose.
9: Tom May did honor his word that he would make it right, which he did by replacing all of the concrete at his cost.
10. Working with the co-owner, Christy, was not a pleasant experience. She was more concerned with money and adherence to the contract more than the satisfaction of the customer.
11: Southern Scapes does need to make vast improvements on customer relations, communication, professionalism and workmanship. Without satisfied customers, businesses would not thrive nor survive.
12: Finally, I would recommend Southern Scapes solely based on Tom's action of honoring his word, that carries a lot of weight with me; a man's word is everything in business and elsewhere.
