The builder is holding firm... he is insisting that this is just cosmetic, not structural, and can be fixed (without draining the pool) to the point where you will not be able to see it. I said the shell was damaged during installation and should be replaced, but if not, it was reasonable for me to expect a written pledge from him and the manufacturer that if the shell needs to be replaced at some point it will not cost me anything (including decking, and other "collateral damage") even if beyond his 1 year installation warranty, and that compensation to me for this substandard installation was justified. He was not very receptive to this, only promising that he'd get a letter from the manufacturer saying the install is ok, and that he'd make a phone call to start the repair order for the cracks.
At this point, the pool is pretty much "done" (I assume what you are referring to as the collar concrete has already been poured, with bricks and tile subsequently having been added), and all about about $1,700 has been paid. A few days ago the forms were done for the decking, and they're planning to pour on Tuesday or Wednesday. Here's how it looks now:
Your description is roughly inline with my theory back when I first noticed the unlevelness in March. My big concern was that this was not a case of one end of the pool just being a little lower than the other end, but rather the middle being significantly higher than the ends, thus distorting the shape of the shell. I speculated that possibly the overhanging (as indicated by the shadow underneath it) clump of dirt shown in this photo (right where the 1.5" high spot is) may have been dislodged as the pool was being lowered in.
They (the builder and manufacturer) were insistent that this was not from something underneath the middle keeping it higher, but rather it was the result of heavy rain a few days after setting the pool "washing the sand from the shallow end towards the middle" (while it was filled), but in reality the photo I have (the morning after setting, before the rain) shows the middle being higher at that point in time.
Their solution was to partially drain the pool (to about 3/4), use a piece of lumber to lever the shallow end up a bit, while washing more sand in by the shallow end and under the steps. This may have raised the shallow end just a little, but not much.
Anyway, here's a rough illustration that shows the approximate position of the cracks:
Many of them are subtle... you have to be specifically looking for them. But they're there.
Yes, here's the underlying concern that I have. When I first questioned the pool being out of level, they assured me it was not a problem. But now here we are with a bunch of cracks. What's going to be the next surprise? They're assuring me that the cracks can be fixed to the point of being unnoticeable and will likely not reoccur, but will that really be the case? Will it look like a bad patch job, and will cracks continue to form, resulting in a chronic problem that goes on indefinitely? Will that one crack that is higher on one side than the other (which indicates to me that it's more than just a hairline gelcoat crack) worsen and start leaking?
I believe the installer did check a few spots around the perimeter the night it was set. But perhaps, as you noted, the significant sagging of the ends didn't occur until the weight of the water pushed them down. The next day, he probably noticed it, but did not want to go through the expense and delay of having the crane truck come back out and deal with the nightmare of having it get stuck in my torn-up backyard again.
I'm feeling very conflicted on what to do at this point. My gut tells me that I'm being at least somewhat screwed, that I've been given a substandard installation. But honestly, if during my conversation with the builder yesterday he had said, "I'm sorry, you're right... this installation was not done as well as it should have been. We should have set the pool more carefully, even if that meant bringing the crane truck back the following morning instead of rushing to try to do it that night. And once the pool was full and you noticed the middle being higher, we should have drained and re-set it then. But at this point to start over from scratch will be very expensive for me, and will mean your pool won't be complete for several months. And, I feel confident that, once these cracks are repaired, you will not have any further problems. But I'm willing to put my money where my mouth is by giving you a written pledge that if any further cracks appear, the manufacturer and I will cover all costs associated with replacing the shell.", I would have accepted this. Maybe it would have been foolish to accept this, but I think it would have been a good compromise (we get our pool now, the builder doesn't have to redo the job unless it truly does end up being a recurring problem, and if it does need to be redone, we are assured it will be taken care of at no cost to us, with "only" the inconvenience to deal with (which we'd have to deal with anyway if it were to be replaced right now).
Instead, I'm feeling like I'm being fast-talked and bullied, which is pushing me in a direction where it will quite possibly get much nastier for everyone involved. I don't treat my customers like this, and I'm really surprised that the most prominent pool builder in my town is apparently so intent on creating an enemy (and if I reach a point where I truly feel I have been badly shafted, I will make it my mission in life to ensure anyone researching pools in my area will know my story).
--Michael
PoolGuyNJ said:
At this point, the pool is pretty much "done" (I assume what you are referring to as the collar concrete has already been poured, with bricks and tile subsequently having been added), and all about about $1,700 has been paid. A few days ago the forms were done for the decking, and they're planning to pour on Tuesday or Wednesday. Here's how it looks now:
Your description is roughly inline with my theory back when I first noticed the unlevelness in March. My big concern was that this was not a case of one end of the pool just being a little lower than the other end, but rather the middle being significantly higher than the ends, thus distorting the shape of the shell. I speculated that possibly the overhanging (as indicated by the shadow underneath it) clump of dirt shown in this photo (right where the 1.5" high spot is) may have been dislodged as the pool was being lowered in.
They (the builder and manufacturer) were insistent that this was not from something underneath the middle keeping it higher, but rather it was the result of heavy rain a few days after setting the pool "washing the sand from the shallow end towards the middle" (while it was filled), but in reality the photo I have (the morning after setting, before the rain) shows the middle being higher at that point in time.
Their solution was to partially drain the pool (to about 3/4), use a piece of lumber to lever the shallow end up a bit, while washing more sand in by the shallow end and under the steps. This may have raised the shallow end just a little, but not much.
Anyway, here's a rough illustration that shows the approximate position of the cracks:
Many of them are subtle... you have to be specifically looking for them. But they're there.
Yes, here's the underlying concern that I have. When I first questioned the pool being out of level, they assured me it was not a problem. But now here we are with a bunch of cracks. What's going to be the next surprise? They're assuring me that the cracks can be fixed to the point of being unnoticeable and will likely not reoccur, but will that really be the case? Will it look like a bad patch job, and will cracks continue to form, resulting in a chronic problem that goes on indefinitely? Will that one crack that is higher on one side than the other (which indicates to me that it's more than just a hairline gelcoat crack) worsen and start leaking?
I believe the installer did check a few spots around the perimeter the night it was set. But perhaps, as you noted, the significant sagging of the ends didn't occur until the weight of the water pushed them down. The next day, he probably noticed it, but did not want to go through the expense and delay of having the crane truck come back out and deal with the nightmare of having it get stuck in my torn-up backyard again.
I'm feeling very conflicted on what to do at this point. My gut tells me that I'm being at least somewhat screwed, that I've been given a substandard installation. But honestly, if during my conversation with the builder yesterday he had said, "I'm sorry, you're right... this installation was not done as well as it should have been. We should have set the pool more carefully, even if that meant bringing the crane truck back the following morning instead of rushing to try to do it that night. And once the pool was full and you noticed the middle being higher, we should have drained and re-set it then. But at this point to start over from scratch will be very expensive for me, and will mean your pool won't be complete for several months. And, I feel confident that, once these cracks are repaired, you will not have any further problems. But I'm willing to put my money where my mouth is by giving you a written pledge that if any further cracks appear, the manufacturer and I will cover all costs associated with replacing the shell.", I would have accepted this. Maybe it would have been foolish to accept this, but I think it would have been a good compromise (we get our pool now, the builder doesn't have to redo the job unless it truly does end up being a recurring problem, and if it does need to be redone, we are assured it will be taken care of at no cost to us, with "only" the inconvenience to deal with (which we'd have to deal with anyway if it were to be replaced right now).
Instead, I'm feeling like I'm being fast-talked and bullied, which is pushing me in a direction where it will quite possibly get much nastier for everyone involved. I don't treat my customers like this, and I'm really surprised that the most prominent pool builder in my town is apparently so intent on creating an enemy (and if I reach a point where I truly feel I have been badly shafted, I will make it my mission in life to ensure anyone researching pools in my area will know my story).
--Michael
I could hardly look at the diagram that shows these cracks without feeling sick. 
I'm sorry but I would be livid. Work hard for your money for someone to ruin your purchase like that whether they meant it or not... they need to make it right! :grrrr: