(I am in Grand Haven, MI, not California)
**UPDATE AFTER…read moreOWNER REPLY** Your records do not reflect that payment was required because Jen would not put it in writing. She told Erwin that over the phone. It is very convenient that anything that came thru in writing were nothing but polite emails. The calls were an entirely different story. Erwin had called her 7-17, 7-20 and 7-29. She insisted this was a warranty issue, and warranty work could NOT be set up until the project was paid in full. We had NO plans to pay for it until it was corrected, and Erwin told her that via email on 7-14. Quote: "I will make this payment when our quality issues are resolved!" We certainly did NOT choose to pay the remaining balance with the hope that doing so would allow the repair to be scheduled sooner. We were forced to pay or the work would not have been done. So thank you for saying that I am lying. The repair was only scheduled once (after we paid of course) on 8-8. Nobody showed up, nobody contacted us to tell us. That left us feeling angry and frustrated all day. We later learned that the crew leader had a medical emergency and Jen was supposed to let us know. Of course she did not. Now the repair has been done on 9-18. It looks worse than before! The color is very light compared to the original sections. Pictures are included. Would you be satisfied if this were YOUR yard? This is totally and completely unacceptable. Now what are you going to do about it?
DO NOT USE THIS COMPANY! We spent 32,000 dollars to have our pool area and patio coated. They showed us pictures of our color choice as done on other people's yards. Those pictures showed a perfectly beautiful smooth seamless job, and we were impressed. However, ours ended up with several areas being very lumpy, uneven and blotchy and you can even see concrete thru the coating in places. Several of their workers obviously did not have the training to know how to properly install the coating. The lead guy admitted that they had to come back, (this was on 7/13 - 7/15) scrape it off and redo those areas due to poor installation. We had put 12,500 down when we signed up. When they were supposedly "done", they sent us a bill for the remaining 18,500. We told them we were not going to pay them until they came back and fixed the defective areas. Husband emailed and called them several times asking about when they would come and fix the defective areas. All he kept getting were more emails with the remaining bill due. There was NO mention of any fix being scheduled. Finally he got ahold of a real person on the phone, who said this was a warranty issue (really??) and that we had to pay in FULL before they could start a warranty claim. So we had no choice but to pay in full. (major mistake as we knew it would be). And the scheduled repair day came and they did not show up! No call, no nothing. When my husband got a-hold of the person in the office, a Jen McNay, she ended up snapping at him, and she hung up on him. She had been snotty and condescending during each call. How's THAT for customer service?? Then on 9/3 they came back to fix it, but instead of scraping it off like they said they would do, they tried to coat it again over the top of the bad area. Not only did this make that section higher than the rest, it did not work. It looks worse than it did before. Totally unacceptable. Here it is 9/17, we are still waiting for the repair. They will not come during the week, only on the weekends. Of course here we sit, waiting and waiting for a repair of the job that should have been done right in the first place. Meanwhile we cannot close the pool. So that is costing us money having to keep it open. This has been nothing but a nightmare from the start! Avoid this company at all costs! You have been warned!
