Sacramento Custom Pools

I believe the quality and true character of a company is not how many issues come up during the building process, but how the issues are resolved to the mutual interest of the two parties. **letter submitted to consumer affairs** June 17, 2012 The intent of the letter is to document our recent dealings with Sacramento Custom Pools (SCP). On Tuesday, June 12, SCP began work on the cantilever based on a pool design contracted on 5/7/12. On Wednesday, June 13, we instantly noticed poor quality and/or workmanship on the cantilever. We immediately brought this to the attention of Mike Kwiatkowski (co-owner) the morning of June 14. He suggested we talk to Chris (co-owner) and Daryl (sub-contractor). In the afternoon of June 14, Daryl called to make arrangements to meet and discuss the issue. At the conclusion of our conversation, he outlined two options for resolution. 1) Remove and re-pour cantilever 2) Apply ?cream to concrete? The following day (Friday, June 15 at approximately 8:30am), in the presence of a neighbor, we encountered Chris (co-owner) who said SCP would work with us to ?make us happy?. On the morning of Friday, June 15 at 9:52am over a phone call, Mike Kwiatkowski insisted we pay the balance of the deck payment?further stating he had to make payroll. Arrangements were made for Mike to come the evening of Friday, June 15 at 8:00pm. Mike again mentioned he was coming to pick up the balance of the deck draw. It was communicated and overheard by two witnesses, that I would make payment of the balance if I received documentation outlining an agreed upon solution with timelines on the fix. Mike committed to having the documentation ready for the meeting at 8pm. When Mike arrived, he made inferences we were going ?sideways on payments? and implied being late on the Tile Draw, as an example. This accusation made to my family is insulting. As a point of clarification, we specifically asked Mike to provide a quote of an upgrade decision we made to the hot tub spillway. I asked Mike to provide a quote of the upgrade cost. Before a quote was even provided, the Tile work had been completed. In fact, the quote came in the form of an email (which I finally had time to read in the evening of June 7) *AFTER* the work was already completed. Payment was promptly made on June 8 and cashed by SCP on June 8. As of 6/15/12, we have invested $49,900 in this project. I take great offense to his allegation of being late on payments. When Mike arrived the evening of 6/15, he did not come with the documentation we agreed upon during the morning conversation. During the course of the conversation, Mike offered a 3rd solution to the cantilever issue which was to move forward with a ?New Look? coating finish. No brochures were provided. We were told we can look it up on the website. His explanation of the process seemed to confuse us. Since we were not familiar with this option, we said we needed time to consider. However, both my wife and I felt a tremendous amount of pressure by Mike to agree to his proposal and provide a payment. Since Mike did not come with any paperwork, he offered to draft documentation in front of us. We responded by saying we did not feel comfortable with the solution until we conducted further research. At that point, Mike insinuated that we had no intention of making a payment?implying he drove all the way out for no reason. We did not take kindly to this pressure, and reminded him of our mutual interest to continue moving forward with this project. Our request is for SCP to re-pour the identified cantilever (identified as one of the options by the sub-contractor) with poor workmanship and finish the project. SCP has been reluctant to offer an agreed upon fix as of 6/12/12. **AT THIS POINT THE ISSUE IS STILL PENDING**

The build started, the men were fast, thorough and Mike came by at least twice a week to check on the progress. We had our pool in and running in 5 weeks. I am very Happy.

I give them "B's" all the way through.