Symphony Pools Inc
Pool Deck Design & Construction, Pool Lighting Installation, Swimming Pool Construction, Swimming Pool Design, Pool & Spa Construction, Pool & Spa remodeling
Canoga Park, Chatsworth, Encino, Hidden Hills, Newhall, Northridge, Oak Park, Piru, Porter Ranch, Reseda, Santa Clarita, Santa Susana, Simi Valley, Stevenson Ranch, Thousand Oaks, Valencia, West Hills, Winnetka, Woodland Hills, Beverly Hills, Santa Monica, Los Angeles, Pasadena, Glendale, Pacific Palisades, Moorpark, Agoura, Ojai, Calabasas, Moorpark, Malibu, Burbank
During our material selection process, we presented Mr. & Mrs. Schenck samples of PebbleTec® finishes along with several others from various manufacturers including the respective pricing for each. When they realized that the Tahoe Blue finish they liked was a non-standard PebbleTec® color, the Schencks directed us to install a similar albeit less expensive finish from a different manufacturer called Tahoe Blue by PebbleCoat®.
Years later Mr. Schenck reached out to our office in 2011 regarding issues he was experiencing with his finish. We informed him that the 3-year PebbleCoat® warranty was well past its expiration and offered him to work with an installer direct. He informed us that he “misunderstood” the product that was originally installed thinking he had a PebbleTec® product (which carries a 5-year warranty).
In 2015 and 2018 Mr. Schenck contacted our office again regarding unrelated issues. To our knowledge since 2011 he has never mentioned anything regarding his pebble finish until a few weeks ago when we had an email dialog with him and addressed his concerns. Soon after, we became aware of his social media complaints alleging we “unscrupulously” installed a product that he didn’t want. Not only did we install the product we verbally agreed to, but we take strong exception to the accusation of being amoral and dishonest. It's been our policy to install whichever quality products our customers choose. We were happy to do that for the Schencks in 2001 and for all of our customers prior and since.
We regret the misunderstanding, but after 18 years there isn’t much more we can do besides referring Mr. Schenck to a PebbleTec® applicator to have the finish he now wants installed.
P.S - Thanks for posting the pictures! We think your remodel turned out GREAT!