WATERMARK SPAS & POOLS INC

Within a year of installation, the cover had weathered poorly and was a blotchy, several shades of beige color. The fabric itself had also changed and was rough, not smooth. I called Watermark Pools asking that they come look at it and to call before they came so I could be home to speak with them. No call came, but I happened to be home when Scott and a helper showed up. Scott's immediate comment was the cover would look better if we cleaned it. (We actually had tried to clean it with water and a mop!) Then he said we didn't have enough water in the pool. (After they left I verified that we did have the correct amount of water in the pool). I felt neither comment by Scott was appropriate or relevant. The helper volunteered that there were 8 or 9 of these covers they'd installed in the last year and they all had this problem. Scott had him take some photos to send the company, and it would take 3 weeks to get it in. There was no mention of any cost to me. I asked to be notified when they installed it so I could be home. About 3 weeks later in July I arrived home and found Scott and the helper in the last stages of installing the new cover. Again no phone call after I'd requested one. Again there was no mention of any cost to me, and as is common with other warranty work, with my car for example, I expected none. The cover seemed to work properly. About three weeks after that I received an invoice in the mail for $400 for cover installation. I called Scott to question the charge. First of all it was under warranty so I felt there should be no charge, and secondly he had never mentioned any charge in the two interactions we'd had. Scott claimed I was told about the $400 to install. I strongly disagreed. If he had, we would have had this discussion before the install. He then went into a lengthy explanation that the cover wasn't really under warranty since the previous owner had purchased it, and he had spent two weeks on phone calls, even paying for the replacement himself as a courtesy to the previous owners. He had never called me to relay that it was not really a warranty situation after all, so as far as I knew it WAS under warranty. He said he had spent all this time trying to get a new cover and he'd even had to pay for it, so we had to pay for installation. This was all news to me as nothing was communicated by Watermark. In the meantime I'd kept the previous owners/Watermark's "official customers" informed. They are still neighbors. End of the swimming season I had the pool winterized by my pool company. The cover was not retracting evenly after only a couple of months and was off about 18 inches from one side to the other. I spoke to Watermark's new employee, Steve, who was in charge of calling delinquent accounts to have them come adjust the cover because it obviously was not installed correctly. He asked if I was going to pay the $400. I said no; and the thing hadn't even been installed correctly! He wrote up a job order but of course Watermark has never adjusted the cover. The previous owners, my neighbors, Watermark's "official customer" were updated and were unhappy that the cover was uneven. My neighbor recently (within the last 2 weeks) had gone to talk to Scott about it, telling Scott that HE'D pay the $400 himself, but the cover had to be adjusted. Scott wanted payment before he would commit to the adjustment. My neighbor offered to meet Scott at my pool with a $400 check in hand, WHEN they corrected the cover problem. Scott would not agree to it. So this week Steve the collection guy called me asking if I was going to pay. I said no. He said they had to get the money or he would send us to a collection company. He also asked if the cover worked when they first installed it. I thought it did, BUT obviously it wasn't right since only 2 months later it was off 18 inches. He claimed that could happen and since it worked at installation we needed to pay. I let him know that was ridiculous that a cover could be off 18 inches in only 2 months! He said we could have gotten something stuck in the cover, yet again trying to blame us rather than take any responsibility for their work. I informed Steve that my neighbor had been in there to talk to Scott, offering to pay $400 if they'd fix the cover and Scott said no. I suggested he talked to Scott because my neighbor was willing to pay. Steve claimed he didn't know anything about the conversation and didn't want to "get in between" Scott and Jim. I ended the call with the assessment that if they wanted to collect, they needed to take the offer Jim gave them. I again updated my neighbor and he said Scott is jut being ornery, and as far as we're all concerned the ball is in Scott's court. As of this time I have no commitment or resolution from Watermark pools. My experience with Scott Alberts and Watermark pools is so poor that when a friend recently said they didn't get a pool installed this last Summer but would next year, I told him not to even consider Watermark. So he won't.

unknown

unknown

unknown

Everything went very smooth. The change out from our old hot tub with the new one was quick and they made it look so easy. We were afraid that we would have lawn damage etc in taking out our old tub. But, nothing. They were extremely professional and knew what they were doing.

I went to as many spa places here because I want to do it with a local company rather than online. They were all pretty good but the product they had was the one I wanted. It matched what I wanted. The two that I had narrowed down to they both seemed to have quality products at a reasonable price. It was just a question at that point of the features that I wanted and thee guys had what I wanted.