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| - We reviewed bids from several remodeling contractors before settling on Shasta. Shasta were about 30-40% higher than any other bid we received, but what really sold us was the lifetime warranty on the finish and that we were told that the people working on the remodel are employees vs subcontractors. Their scheduling department wanted to get us going on the remodel and we decided to do it over a 3-week period when the kids were in Summer camp. In summary:
Poor scheduling: Shasta wasted no time coming out to chip out the pool, then we had several days where nobody came to the house. I had to email and ask our PM why we were sitting looking at a drained and destroyed pool day after day with nothing being done on it in the middle of Summer. When he called me back, he explained that they schedule each "next phase" once the first is complete, and then you may sit around waiting for days (or weeks) until the next contractor is available to start work.
Interior finish issues: We had to drain our pool again today as after Shasta installed the interior finish, they failed to acid wash the surface properly - leaving 4-ft stains coming out of the cleaner heads and highly irregular color distribution throughout the pool. Thankfully, the 2nd acid washing remedied the most obvious discoloration, but draining a 35k gallon pool is no small undertaking, caused us yet more delay, we couldn't use the pool for more time, more expense and inconvenience and should have been done right the first time.
During the sales process we were explicit that we wanted a blue, not green pool. Our salesperson provided us with several choices that would deliver a blue finish. We selected a Premium finish and paid considerably higher $ for that finish. Now that the work is complete, the pool is way more green than blue, and a lot darker and more dull/matte than we were expecting.
Crappy Subcontractors: We were told by our Salesperson that one of the benefits of going with Shasta was "one throat to choke" ... unlike the "other guys in town" they do it all themselves. In fact, they use a tile contractor, whose work was sloppy and unprofessional. They smoked at our house, installed a handhold 6 inches above a bench seat, worked 2 hours a day, left junk laying around while they were here & left big gaps in the grout. They returned to fix their work to a satisfactory level about a month after the initial work was done (after involving the Shasta warranty manager and the tile company's President.)
Broken stuff: The light on our pool worked before the install, does not work now, instead is flooded with water. The Superintendent of the project was quite clear that Shasta will not replace the light. Claims it's in the fine print of the contract that this is a "hazard" of doing a remodel ... and so, we're responsible for fixing it. In the end, Shasta offered to replace the light for the cost of materials only, which we appreciated.
Ongoing issues: we had all our heads replaced as part of the remodel. Apparently a whole batch were "bad" and now, almost every day we have one break and pop off. They are replacing them one by one, which means we have to call them every other day & have them come back out. Not only that, but one of the heads and housing was installed the incorrect color and is dark gray vs light gray.
Terms: Shasta's contract is set up so you pay them in advance of each part of the project, then sit around and wait for them to schedule the next phase. They have your money and you have zero leverage.
Take your money, lose your number: Once we signed the contract and had our preconstruction walk through, we had zero communication from our Salesperson. He was overjoyed to take our money, but failed to return a single call or email to discuss any of our concerns. He then sent us an email asking us to remove his name from this review as he was worried about losing business as a result and, basically asking us to understand that he doesn't get paid to "listen to us vent" as he isn't a PM.
Matthew, if you wanted to discuss how you could have avoided an unpleasant review, you only had to respond to a single voicemail or reply to an email and have a conversation. I am also in sales, and I make it my business to make sure that once the ink is dry, my number still works. Ignoring unhappy customers doesn't make them "go away".
** update 9/16/14 - I spoke today with the executive team member responsible for the remodeling division. He assured me that our experience with Shasta was far from typical and we will meet with the warranty manager to review all outstanding concerns. He has also changed their contract to be more explicit around their use of subs. He listened to our concerns and explained their side, and while we still are not 100% happy with the pool, we at least feel as though there is an open dialogue and genuine effort to resolve the issues
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