Connect with us

Contractors and Builders

When Customers Don’t Want To Pay For Their Pool, Don’t Do This

These guys give contractors everywhere a bad name

Published

on

When Pool Customers Don't Want To Pay Their Bill, Don't Do This

Every single builder in the pool industry has encountered that one problem customer, the perpetual goal line pusher that is constantly moving the bar and making it almost impossible to finish their pool construction project. Quite often, it’s easy to get frustrated when a customer refuses to pay for work that has been performed on their property. There have been many times when I’ve heard pool builders say over the years “Man, I wish I could just go back there and jackhammer everything out.” What they don’t do, is actually act out their fantasies of getting even. No matter how frustrated a builder gets on a job site, there is always a better recourse to take than willfully destroying someone’s property and immediately opening yourself up to a civil and potentially criminal penalty.

Recently a video went viral featuring a contractor destroying a customers bathroom for refusing to pay the balance of their bill. The video itself elicited plenty of cheers from fed-up contractors on Facebook who have probably faced a similar situation themselves.

We’ve all been there and have been confronted with a customer that you just can’t make happy. It can feel like no matter how hard you work or how much you’ve done that they are impossible to please.

Destroying a Customers Property is Probably The Worst Way to Settle a Contract Dispute

Contractor Terry Gregory went viral this week for his rather unorthodox way of settling a job that went sideways with one of his customers. He was caught on camera destroying his customer’s bathroom after she refused to pay the balance of a bill he had submitted.

Obviously there are tons of folks who can empathize with said contractor getting stiffed on the bill and “taking back” his work product. Like many who saw the video that was my first gut reaction, however there are always two sides to every story.

The homeowner Amber Trucke, had been documenting her experience in a variety of Facebook Groups and was receiving feedback from ongoing work on the progress she was posting to the group.

Trucke’s complaints stemmed from the fact she had paid $3,000 down on a tile remodel for her bathroom but that as work progressed she noticed that her bathroom tile renovation was beginning to look like amateur hour on her dime. She posted photos of work that contractor Terry Gregory had performed to date. The reactions she got from the group left her with serious reservations about paying the balance of her$7,500 bill.

Many Facebook Group members told her that based off of the photos she was showing, that in their opinion the job was substandard and was a complete do over. Hundreds of homeowners advised her that the work was not up to snuff and told her not to pay the remaining balance.

Trucke had been going back and forth with Gregory and his business partner Jordan Cazares over the project and had been presented with a bill for $4,225.00 to which she stated the she was not prepared to pay yet because she had not had time to inspect the final work product and was not happy with the overall work based on what she had last seen.

The company she hired Dream Home Remodels of Colorado, released a statement to the news regarding the incident. “After several weeks of work for a customer, communication broke down at the end of a project. There was no displeasure expressed, and we proceeded to ask for payment on the project by the end of the day. Communication broke further after that and resulted in our company repossessing a tile shower.”

‘Repossessing’ the tile caused considerably more damage to both the homeowners property and the firms reputation. On camera Gregory was recorded saying “Is someone going to pay me? Let me tell you something. No contractor in the state of Colorado will fix that when they found out that I took it back because she refused to pay me. No one!” and continued to demolish the bathroom.

That turned out not to be true. After witnessing the video three local area contractors offered to fix Trucke’s bathroom for free. The behavior was all documented on camera and can probably be used in a civil suit againstDream Home Remodels of Colorado at some point. It’s important to note at the end of the day the contractor did not get paid the balance on the work they performed and may have caused futureirreparable damage to their reputation for acting in such a fashion. Ultimately it may prove that there may not be a homeowner in the state of Colorado that wants to work with the firm after watching how they resolve conflicts with customers.

What Can Pool Builders Learn From This?

The lesson here as it applies to the pool industry is that no matter how angry a customer may make you, or how justified you feel in your frustration with their behavior and ingratitude, that there are often two sides to every story. Personally, after having seen the photos the homeowner posted, I would not have been eager to pay my final bill either.

A builders first impulse may be to say, “oh that customer is crazy” or “they’re just being difficult”. There are some who immediately shut down to criticism and refuse to accept that their work may not be their “A” effort and could be sub-standard. Not allowing for customer feedback and insisting they pay for work they are unhappy with is a recipe for disaster.

Thankfully we don’t hear stories of unpaid pool contractors acting out on their impulse to destroy a customers backyard. That’s probably the best way possible to go out of business. However, what this whole story can teach us how important it is to listen to the customer and work towards finding the best resolution that satisfies them.

It’s important to note that there are a few huge social media groups that cater to homeowners that are building a pool as well as existing pool owners. For pool builders to ignore the fact that their work is being posted on Facebook and Instagram and being critqued by homeowners is tantamount to living in a vacuum.

It’s a fact that homeowners are giving customers feedback on the pool construction process. When a homeowner encounters an issue that brings quality of construction or build decisions into play, they will often head to one of these groups to get feedback from others.

In some instances the comments they receive may lead to pushback on paying their final bill. How builders handle that criticism and proceed in satisfying their customers are what separates them from the Terry George’s of the world. At the end of the day, it’s probably better to file a mechanics lien than it is to act on impulse and harm your reputation.

4.9/5 - (10 votes)

Editor in Chief of Pool Magazine - Joe Trusty is also CEO of PoolMarketing.com, the leading digital agency for the pool industry. An internet entrepreneur, software developer, author, and marketing professional with a long history in the pool industry. Joe oversees the writing and creative staff at Pool Magazine. To contact Joe Trusty email [email protected] or call (916) 467-9118 during normal business hours. For submissions, please send your message to [email protected]

Continue Reading
1 Comment
Subscribe
Notify of
1 Comment
Oldest
Newest Most Voted
Inline Feedbacks
View all comments
Joe Trusty
Joe Trusty
1 year ago

Sound off in the comments and let us know what you think, was the contractor in the right to react the way he did or is that kind of behavior just unacceptable?

Contractors and Builders

PHTA Debuts Pool Professionals Pipeline

Group plans to launch a robust jobseeker education program to fill pipeline with new talent.

Published

on

PHTA Debuts Pool Professionals Pipeline

(Alexandria, VA) – The Pool & Hot Tub Alliance (PHTA) today announced it is jumping into the waters of workforce development with its Pool Professionals Pipeline, a new program designed to help its members find workers, drive awareness amongst today’s jobseekers, and foster long-term career progression in the pool, hot tub, and aquatics industry.

“It’s no secret that many industries and businesses today are struggling to find and retain employees, and this is particularly true in trades such as ours,” says PHTA President and CEO Sabeena Hickman, CAE. “Our members are looking to PHTA to help fill that gap and we’re ready for the challenge. We are incredibly excited to share this new program with our membership and give them the tools they’ll need to compete in today’s labor market while working to attract a skilled, diversified, and thriving workforce.”

Underneath the PHTA’s Pool Professionals Pipeline workforce development umbrella is its external industry awareness campaign and jobseeker website, Work in Aquatics and workinaquatics.com, launching in 2023. Work in Aquatics will seek to advocate for trade professions by highlighting the numerous advantages, training and apprenticeship opportunities, job openings, and potential career progression tracks that are available working in the pool and hot tub industry. From construction labor to lifeguards, sales representatives, entrepreneurs, and even engineers and designers, there are many industry sectors and paths along the way that PHTA wants jobseekers to explore.

“This program is a game-changer for our industry as it works to drive qualified talent to our respective businesses and our industry as a whole,” says PHTA Chairman Charlie Claffey, owner of Claffey Pools. “To be successful, we’re going to need everyone on board as we work to put the industry on the radar of those searching for an alternative path to college; a rewarding career in a healthy lifestyle environment; the ability to work away from a desk; creative freedom through modern design; and lifesaving skills through swim instruction. The possibilities that exist in the aquatics industry are endless and once you begin in this line of work, you’ll never want to walk away. Let’s share that passion with the next generation of workers.”

A steering committee comprised of PHTA members, industry partners, and PHTA staff will serve in an advisory role to help guide programming, funding, and more:

  • Charlie Claffey, Claffey Pools
  • Joseph Laurino, Ph.D., Periodic Products, Inc.
  • Andrew Levinson, PoolCorp 
  • Elizabeth McMurray, Florida Swimming Pool Association 
  • Albert Miller, Hayward 
  • Dominick Mondi, Northeast Spa & Pool Association  
  • Kevin Post, Counsilman-Hunsaker  
  • Teri Wiltshire, Master Pools Guild  
  • Lisa Zarda, CAE, US Swim School Association 

Members, partners, and others interested in becoming involved in the PHTA Pool Professionals Pipeline can contact Seth Ewing, PHTA Senior Director of Member Programs & Services, at [email protected]  

Media Contact:
Amy Willer
Associate Director, Marketing and Communications
703-838-0083, ext. 121 | [email protected]

Rate this post

Continue Reading

Contractors and Builders

Basecrete Launches OnDeck Wearable Waterproofing System

OnDeck waterproofing system promises to be a real game changer for pool contractors.

Published

on

Basecrete Launches OnDeck Wearable Waterproofing System

When it comes to the waterproofing of residential and commercial pool vessels, Basecrete Technologies has long been a leader in waterproof bondcoatings for the pool and spa industry. Recently, Pool Magazine had the opportunity to catch up with Vito Mariano and Christopher Gates to discuss the newest innovation to hit the pool trade, OnDeck, a new system they claim will revolutionize waterproofing.

The OnDeck Difference

“The actual application process is super simple. It can go horizontal and vertical and can be textured as the installer sees fit. Heavy and light textures can be rolled on, shot on, or troweled on but it’s based on the same science as Basecrete,” said Gates, who will be managing the OnDeck product.

One of the primary reasons the new system is predicted to be a surefire hit with pool contractors is due to its versatility, which Gates says will be a game-changer. “You can take a new project and marry it to an old project. Our material allows you to build up an old existing deck that’s chipped and broken. You can clean it out and build up to two-inch lifts using the material to build that up so that it’s seamlessly the same elevation as the new concrete. Then you coat the whole thing with OnDeck and it all is just beautiful and elegant. That all happens out of one bag and bucket of polymer.,” explained Gates.

OnBase – OnDeck – OnTop is the 1,2,3 Waterproofing System Pool Contractors have been searching for.

Versatility and Customization

OnDeck is sure to appeal to contractors who have experienced frustration with other products in the past said Gates. As an industry veteran, he knows those frustrations first-hand, “you have to buy a bag of this for horizontal, and a bag of that for vertical, and a bag of that for waterproofing. Ours is just real simple,” explained Gates.

Color options and customization are a big factor when it comes to decking materials. OnDeck promises to alleviate many of those concerns as well. “The last coating is a pigmented stain and sealer which comes in seven different colors. We operate in a light base and a dark base so you can tint a custom color,” said Gates, “if you have a big project, say you were doing a stadium, for example, and you wanted to have the colors of the team, you can get your own color mixed with a lighter or darker base.”

A Cost Effective Waterproofing System

The OnDeck system is all the brain-child of Vito Mariano who has a history of producing award-winning products of this nature. His strategy for propelling the system into the market is to win contractors with a better product they can have at a smarter price point than what they’ve already been accustomed to using.

“Price per square foot is number one,” said Mariano, “OnDeck is not expensive and it’s a fast waterproofing decking system at the same time. Now you get all these new benefits that the industry isn’t used to; instead of just your typical low-end cementitious spray, roll on, epoxy or latex-based material. We’re staying focused on simplicity, our waterproofing capability, and price. That’s very important out there.”

OnDeck - Basecrete Decking System
OnDeck – Basecrete Decking System

Bringing OnDeck To The Industry

Mariano is confident in having an industry professional like Gates to help drive the product in the market. “I’ve been producing OnDeck for a long time. The formula goes back many years,” said Mariano, “and I’ve used it again and again for my own applications. I never really had the time to pursue it because I was busy with other products. We think Christopher will be ideal for us. He’s got an edge because he knows the industry and he gets it. “

The success of Basecrete has industry insiders eager to demo the OnDeck system. “I had a phone call from a gentleman I did a contract with a while back who wanted to thank me. He told me ‘Where has this product been? I’ve used everything out there in the last 35 years. I’ve never seen anything this good before.’ He now has 60 driveways totally converted to the OnDeck system and will be doing our training,” said Mariano.

Mariano expects many brand ambassadors to come forth and champion the product in the coming months. “We’ve got folks like Jose Garcia from Barefoot Pools in Arizona, chomping at the bit to get this product. He does phenomenal Basecrete applications on hundreds of pools. Those are the kind of companies and applicators that we’re going to go for,” said Mariano.

Gates, who has a long history in the pool industry, previously with California Pools and San Juan Pools; says the timing is ripe for a product of this nature.

OnDeck decking system by Basecrete Technologies
OnDeck decking system by Basecrete Technologies – Photo Credit: Basecrete

“On pool and deck projects many years ago we started doing polymer overlays and acrylic top coats. Every one of them kind of marched to the beat of their own drummer, and you had to figure each system out. You’d try to stick with one that you could use if you knew the idiosyncrasies of a given system,” explained Gates, “when Vito started telling me that it’s the same bag to make the material that goes on the flat deck, that goes up the walls, that waterproofs the corners; it’s just different mixing styles – that’s got me excited. That coupled with this fellow he’s talking about who will doing all the training for our team members that are coming on board makes it a no-brainer,” explained Gates.

Listen to our entire conversation and learn more about the OnDeck system on the Pool Magazine podcast.

5/5 - (1 vote)

Continue Reading

Contractors and Builders

Pentair Pool Builder Software May Just Be a Game Changer

We take a look under the hood at Pentair Pool Builder and discuss the software with developer Tommy Reynolds.

Published

on

Pentair Pool Builder Software May Just Be a Game Changer

These days pool builders are searching for best-in-class software that can help them save time, improve efficiency, and communicate better with customers. Pentair Pool Builder is a software that aims to do exactly that. While there are plenty of solutions out there geared toward design, few applications exist for managing a pool construction business. Pool builders in general prefer a system that offers flexibility, ease of use, and reliability. Consequently, Tommy Reynolds, the developer behind the software, said his app is the game changer that the pool industry has been waiting for. We had the chance to discuss the software with Reynolds on the Pool Magazine Podcast and got the opportunity to learn more about the features and benefits.

One on One With Pentair Pool Builder Developer, Tommy Reynolds

For Reynolds, the path toward developing the app started with building a pool. A seasoned software developer and entrepreneur, he was having a swimming pool of his own built and discovered that communication throughout the process was lacking.”I was going through building a pool and had some experiences. I felt like as a consumer, I should be a little bit more connected. That was kind of the premise of me getting involved in starting this project,” said Reynolds.

Frustrations With The Pool Building Process

For Reynolds, he felt that he knew what to expect before construction began but once things got started is when he felt the need for better communication. “When we got to construction, there were a few communication gaps. A lot of times they use subcontractors, and their availability could be at the drop of a hat. They’re going to be at your place unannounced to work on the pool.” explained Reynolds, when describing the frustrations.

“My dog had been let out a couple of times,” said Reynolds, “and so I just thought, ‘I wish there was an app that I could put on my phone that would tell me when someone’s going to be at the house, I could put the dogs away.’ I just felt like, maybe there’s an app for this. I approached my builder and asked him, ‘Do you have an app for me to use?’ And he said he didn’t. My next question was, ‘Does anybody have an app?'”

“He’s been building pools for 25 years, and an industry expert, and so he said he didn’t know of anything for the customer,” explained Reynolds, “so that really started the creative juices flowing and made me think I should just take this on as a passion project for him and I to work on something. I figured, if it works out, he can share this with the next customer, and then they could benefit from what we built.”

Reynold’s builder recognized the potential of what they had developed in a short time frame and began showing it to his Pentair dealer who took interest in the app and invited Reynolds to demonstrate it for the senior leadership team at Pentair. “I was invited to go to the International Pool & Spa Expo to show them what we’d been working on,” explained Reynolds, “When I showed them what we were doing, they said, ‘This is pretty cool and we’d like to be a part of it.'”

Reynolds, who began working locally with pool builders in Texas said word began to get around fast. “Once we got out there, we really knew that we had something. There’s a real demand and need for this type of product. So we started working with builders locally and then it just grew to what it is today,” explained Reynolds.

Learn more about Pentair’s new software for pool builders – Pentair Pool Builder

Communication is the #1 Challenge for Pool Builders

“I think the biggest challenge that a lot of pool builders have is just with communication and managing the customer’s expectations along with inner office communications and their subcontractors,” said Reynolds, “what Pentair Pool Builder really does is it addresses the communications gap. We start with the sales lead management process. When a salesperson goes out to the job site, they can begin taking photos and uploading those right then and there. We relieve some of the stress and friction just by allowing them to do things on the spot. The mobile application allows that salesperson to manage that lead throughout the process.”

Problems That Pentair Pool Builder Solves

Pentair Pool Builder promises to solve a few different problems that contractors face on a daily basis. Their mobile-friendly app enables builders to simplify job costing with real-time pricing updates and easily create instant estimates and change orders that be signed electronically. With a robust built-in CRM, salespeople can efficiently manage their leads and sales with better visibility.

Pentair Pool Builder is feature packed and has numerous cost saving benefits.

Core Benefits:

  • DITCH PRICING SHEETS
  • LESS WINDSHIELD TIME
  • EASY COMMUNICATION
  • EASY CHANGE ORDERS
  • HELP MANAGE MORE SALES
  • EASY INTEGRATION

What Pool Builders Are Saying About Pentair Pool Builder

  • “It gives the designers the ability to see what’s going on in real time.” – Susan Rodriguez, Office Manager, Cypress Custom Pools 
  • “It’s a very efficient app, and it has helped streamline the building process. For everybody.” – Tommie Fleeman, Project Manager, Backyard Oasis

Simplifying Pool Construction Management

Custom tailoring the pool construction management experience to a variety of contractors was key in developing a tool that can be universally adopted, said Reynolds. “It’s a completely customizable process. So how they build their pool may be different than someone else. They’re able to customize that experience to their process,” he explained.

“The construction module of the software is basically the orchestration of producing a swimming pool,” said Reynolds, “from the time they excavate it to the time they put water in it. All the processes that happen and all the people that it takes to make it happen are managed through the software which provides the ability for scheduling of resources. There are also notifications to let people know when it’s their time to do the job, as well as let other people know what’s happening on the job site.”

The integration of camera monitoring into the software system also promises to lower the amount of windshield time between visiting job sites, explained Reynolds. “Generally the project superintendents are having to drive job to job to check things out. Once we introduced the job site monitoring capability that we now have, it allowed them to do that remotely. Now, they can actually cover more jobs in a single day than they would by driving around to check on those jobs.”

Listen to Our Entire Discussion

Learn more about Pentair Pool Builder take a deeper dive by listening to our conversation with Tommy Reynolds on the Pool Magazine podcast. For those interested in learning more about the software or taking a demo, visit Pentair’s website.

4.9/5 - (10 votes)

Continue Reading
Follow us on Google News
Sponsored Advertisement
Pool Magazine App on Google PlayPool Magazine App on Apple Store

Download the NEW Pool Magazine App

Recent Pool News

Advertisement

Pool News

1
0
Would love your thoughts, please comment.x
()
x