Heritage Pool Plastering

Had this company paint our boulders that surround the pool in February 2022. In june we noticed the paint starting to bubble. I immediately called them. Did not get a call back from the owner Scott until the end of June stating they contracted out this job and they were trying to get a hold of the person. they found out he was in Mexico for a month on vacation and would call me the following week. It is now July 26th and i have yet to hear back from anyone. At this time, the bubbles have ruptured. the last person i spoke with at Heritage was very rude. I told her i was filing a complaint with consumer affairs. She said "go ahead" and hung up. today i filed a complaint. it's a shame i am having this problem as they came highly recommended. My friends used them and they never had any issues.

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1. Reason for selecting Heritage Pool: We received three estimates from the top three Angie List Pool Resurfacing Companies. Heritage was actually the highest, but they were all within $500 of each other. One of the other bidders wanted 50% of the money up front and 50% prior to completion, the other wanted 25% upfront and the other 75% when they were putting the coating on the pool prior to completion. Heritage wanted 50% after the preparation work was completed and the other 50% after the pool was completed and checked out. To us that meant that Heritage was confident enough in the quality of their work to be comfortable getting the payment after the pool was completed. Quality of work: There are several reasons why we are completely satisfied with Heritage Pools. First, the final product is awesome. They did a great job. We have had several pools with Pebble Tec and they did an excellent job. Second, every night when the crews were done for the day, they cleaned up the area exceptionally well. After completion of the work the area was actually cleaner than it was when they started. Third, the people they had on the crews were polite, professional, and excellent to deal with. Without a shadow of a doubt wewould hire them again and recommend them to others.

The person from Heritage Pool arrived at my house exactly on time.  He looked at my decking and said that HP would be fully responsible for the repairs.  He said that he had not seen cracks in concrete like this before, and that it might have been caused by some "bad" concrete.  Two days later the crew showed up to start the demolition work as scheduled.  As before, they took extra care to ensure that the removal of the concrete decking did not damage my pool. The next day they poured the new concrete.  They said that wanted to wait a full 2-weeks before applying the texturizing to ensure that the concrete cured properly.  At the end of 2-weeks I was contacted to schedule a day for the crew to do the texturizing and painting.  The crew showed up as scheduled and completed the job.  
The finished product looks great.  They even replaced a concrete section that was raised due to roots from a tree-- this concrete section had not been part of their original job 18 months ago. The crew made sure that all the seams and edges were straight and smooth.  After they did the poured the concrete, one of the crew members returned the next day to clean my pool of any debris that had fallen in.  He did an excellent job at cleaning it.  They worked with me on the paint color, to the point of making an additional trip to the paint store to get a different color.  
My pool looks great and I am pleased with the quality of work done by Heritage Pool.

I got three bids, and all the bids only varied by a few dollars.  I went with Heritage Pool because they had separate crews do each phase of the project (i.e. one crew for removing plaster, a crew to do tile work, a separate crew to plaster the pool, etc).  The other 2 bidders had one crew that did everything.  I figured that since I was having a lot of items done, having separate crews would provide the best expertise. The down side of this was in the scheduling of the different crews.  I figure that once a job is started they should work continuously on it until completion. The crew that removed the plaster showed up quickly and promptly did the work.  The crew that removed the flag stone did not complete their work, so when the tile person showed up he could not promptly get started on the tile.  He had to finish removing the flagstone.  I then waited over a week for the crew that did the plastering and concrete cap.  I had to call their office to insure that this crew would show up.
Each item on the bid was itemized and I paid for the service when that item was completed. They did present a very nice bid package describing the services they would do.  Everyone that I dealt with at Heritage was very friendly and polite.
I found it odd that there was not a "job" supervisor that periodically checked on the crews to see how things were progressing,  or come by at the completion of the job to insure that everything was completed to satisfaction. For instance, when the flagstone was removed from out the edge of the pool it left a uneven edge along the decking.  I assumed they would they would cut the concrete to provide a smooth edge before pouring a new concrete cap.  When I asked the crew about this, they said they would need to call the office to see if they should do this.  Of course the office said "yes", but it made me think that the crew was not going to do this if I had not asked.
At the completion of this job I was happy with the final product.  But lets fast forward to now with an update. 
UPDATE:  This past summer I began to notice that the concrete cap had cracks.  This got worse over the last few months.  I called Heritage pool the week of January 19th to schedule someone to come look at the concrete cap.  We scheduled 10:30 on January 27th for someone to come.  On January 27th no one showed up.  After waiting 45 minutes I called the office. I was told they would need to call me back after they found out what happened.  I waited 2 hours for someone to call, when I finally called them.  I was told that they would not see that person until tomorrow (what, no cell phone, no test messaging that person).  NO ONE FROM THEIR OFFICE HAS CONTACTED ME TO DATE.  I called them 3 times on January 30th but got their voice mail.  
I had a lot of work done by Heritage Pool, and most of it was great.  But there lack of followup to my request for someone to look at the cracks in my concrete cap has tarnished my faith in this company, and I would not recommend them to others.

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We got three bids for the job and Heritage was right in the middle, and we chose them because we liked the several reviews we could find about them on line. I gave them an overall rating of a and quot;Band quot;, while I found their cooperation and willingness to accommodate and please us (even re-painting the deck a second time because the color was not what we wanted), the quality of the work is not turning out as good as we would have liked, especially the deck work. We also had some delays because the tile supplier didn't have the tile in stock like they said they did when we picked it out,(that was not Heritage's fault), but they did give us a generous discount for the time delay, and Heritage handled that situation very very well.
First of all, the pool deck, which was and quot;cool deckand quot; before we had them resurface it, and now it is not and quot;cooland quot; at all, we can hardly walk on it because it burns our feet and we constantly have to wet it down.........and there are two small places about the size of a quarter that are starting to peel, and if it is already having issues two months after completion I wonder what its going to look like two years into it..........the one thing we didn't get explained to us before we got started is that they painted the surface with what seems to be a rubberized type of paint, and that is not a true Kool Deck surface, which is what we were expecting to get for the price we paid. Since then, I have been told that True Kool Deck you add color to the texture material. ......... the decking we had before stayed cool in the hottest of Vegas weather....I wish we had been told this upfront, I feel somewhat deceived.
The pool plaster turned out very nice, but the grout around the new tile has fallen out in several places and my husband is going to have to repair the wholes it has left. Also no one checked to see if the pool light was working or maybe needed a new bulb, and guess what, it doesn't! Now the pool is full of water and we would have to partially drain it to fix this issue. I have not reported these inadequacies to Heritage, so I cannot comment on their post work attitude. Quality is a and quot;Band quot; overall, but customer service is mostly an and quot;Aand quot;. I would recommend them for plastering but not the other services we received.

The work went well. We had some communication problems that were my fault ( due to living in a gated community with guard house). However, they worked around this problem and got the job done. The only negative was the final cleanup. There are metal anchors around the pool (they screw into and out of the deck) to hold a pool cover for the winter months. These were painted over during the deck refinishing. I asked to have them cleaned up after the pool was finished but no one came to do the work. Not a big deal, but I had to do it myself.

Mark arrived as scheduled. He explained the procedure and quoted a price. We had two quotes and decided to hire Heritage. They arrived on the day they scheduled to start the process of removing the old plaster. When the plasters came to check the bonding, they had the bonding crew come back and redo it. The tile man arrived next and did an excellent job of cutting and laying the tile. Unfortunately, the weather did not cooperate with the plastering of the pool. Lots of wind. As soon as the weather permitted,
they called and the plastering crew arrived and plastered the pool. Yesterday was the first day we went into
our beautiful new pool. Looks great and the plaster feels smooth on your feet. We highly recommend them.

With any large project there are going to be challenges. After reading reviews and talking to a neighbor who used them, we knew what to expect. Martin came out and provided the estimate, he had the office then send the formal proposal. After the initial estimate we changed some items and they provided a new proposal. We were provided an estimated start date and due to some family concerns, we thought we would need to push the start date back. That was not necessary and we contacted the office via email, asking twice if we could keep the initial estimated start date. We received a call and were told no, they had given that date away and our start date was a week later. No problem, we expected that. Come the date provided, no one showed up. We called the office and were told, we were not on the schedule for another three weeks. After pulling emails and calling the office again, Martin called and got his demo crew out. There was a day of no work and then the bonding crew came out. Another day of no work and then the tile crew came, they worked for a day and a half. Danny, the lead, was very friendly and explained what was going on whenever we stepped out to see the progress. Another day of no work. Then the deck prep crew arrived midday, grinded off most of the deck surface. Two days of no work. Called the office. Martin called and promised that someone would be out the next day. Two new workers arrived, completed the deck prep. They had to be convinced to grind the surface of area just above where the new tile set. Hind sight being what it is, the deck prep should have happened before the tile was installed, several pieces of tile need to be replaced. The crew that resurfaced the pool deck came in next, this was a two day process. Two days of no work and then the plaster team came. The plaster was an all day job. This team had to clean the pool, tape off the tile, spray on and smooth the plaster, and install the new drain covers, eyeballs, etc...When that was complete they started the filling of the pool.

Some of the down time was because the time was need to let things set (the dam wall was new and once poured needed to sit before they could start resurfacing the pool deck - the crews did a good job of explaining when those times would occur.

Whenever we had a problem with the work that was done Martin always returned our calls promptly and made sure that the situation was fixed, even if the call was on the weekend.

At the end of the project, the plaster crew did a great job of cleaning everything up.

tike put in.

I liked that they came in, did the job and high tailed it out with out destroying anything in the process. A lot of times that can happen, but with this company it did not. I liked the fact that did not have any of that hanky panky nonsense.

Didn't get call as to when they were going to start so I called Heritage. Erma was very nice. Got tentative schedule
Day 1: removed tile and sandblasted pool
Day 2: prepped pool with base
Day 3: tiled
Day 4: plastered and filled
All crews cleaned up after their work.
Had issues with returned jets being out to far but heritage returned and corrected to my satisfaction.
Over all good job. Have linked 3 minute video on 4 days of work to this site. If it doesn't show go to http://youtu.be/5NvOI1ULme0

Great Job! Would use them again.

The work turned out to be very good. Everything was wonderful. All the workers were cleaned up after themselves. There were many sub-contractors here and everyone was very professional and did a good job. We would use their services again in the future.

Everything went well. Their proposal was thorough and well-done compared to the other estimates I received. They did a good job as well.

It was a good experience. We did have one issue, there was a bit of roughness around the tile. They didn't meet as tightly as they could have with the plaster. They came out and looked at it and said if we had any problems like cracking off or algae build up then they would be more than happy to fix it, but the job was good. We haven't had any problems in 2 years. They left the yard neat which I'm told some people who do this work can demolish the yard. They left the yard pretty much how they found it. We definitely called quite a few companies and had 4-5 bids, they weren't the cheapest but they were in the lower category. They had a good BBB rating and they had been in town a long time, these were all reasons we decided to use them. I would definitely use them again.

They did a fantastic job. They showed up on time, even though conditions were not the best. There were about ten workers who came to do the job and all of them did wonderfully. It is a company that has been around for quite a while and as such, their experience is phenomenal. I would recommend them to anyone.