DuWet Pools Inc., Randy Holbrook, DuWet Contractors, DuWet Inc. BEWARE! This company promises EVERYTHING and delivers poor quality workmanship!!! Bradenton Florida

At DuWet we take pride in our workmanship and attention to quality and detail. If you would please google Dr. Livy Stoyka, the complaintant above, before taking any of the accusations seriously. There are several instances where she has filed the almost identical complaint about other companies when it came time to pay for the services completed at her house. Not to mention all the horror stories about her dental practice in Bradenton. Below is the full letter that i submitted to the Better Business Bureau in rebuttal to the same complaint that she submitted against our company.

Re: BBB Complaint Case # 67265320

Thank you for the opportunity to respond to my first ever complaint filed with your agency.

I did not become aware of the dissatisfaction with this customer until one day before she filed this complaint.  The day before I had contacted her regarding the past due final payment of $9233.  After our phone discussion regarding payment she issues a letter via fax, claiming to have made payment and mentions her delay was due to sloppy and unprofessional work.  To date I have not been given the opportunity to see the work she is claiming to be poor quality workmanship. 

Below is a summation of the project.

1.  On August 13^th, I prepared a proposal to replace her existing pools waterline tile, modify the spillway and bench, upgrade/replace the pools interior finish, install travertine coping around the pools perimeter and tear off existing 4”x4” tile and replace with travertine pour-over tile.  The complainant then indicated she would have her own paver contractor install the coping and the pour over tile.  Therefore, her contract was revised to exclude those services.  She agreed to the new scope of services and contract amount of $9593.  We verbally agreed the scope of services would be completed by her family event scheduled for October 19^th. 

 2.  In regards to myself or my company not assisting in her tile selection. 

 On September 6^th, she came to my office to make a waterline tile selection and confirm the contract with a 1/3 down payment.  During her visit to my office, she was unable to make a tile selection, while viewing over 100 tiles I have in the showroom, she indicated my showroom was small and may be outdated.  Because of the tile companies changing tile availability and colors, I keep my showroom up to date with the newest and most popular tile selections, to avoid a customer selecting a product which is no longer available.  My office staff then advised her to visit the local pool tile supplier to view a larger tile selection.  On September 11, I had an onsite meeting with her to discuss her tile selection.  During this meeting I left her with additional tile samples to review.  In addition, prior to my next scheduled appointment with her, I dropped off a tile catalog from another pool tile supplier to her place of business to assist in her selection.  On our next scheduled onsite meeting, September 17^th, I purchased three samples of which she selected from the catalog for her to view in person.  I waited 30 minutes for her to arrive, due to a conflict in my schedule, I could not wait any longer and left the tile with my employees who were working onsite for them to give to her and answer any questions she may have.  The tile I left was an upgraded tile that would be an additional cost of $2700, which she verbally agreed to.  However, she was still undecided and continued her search through the catalog.  Upon selecting the tile she chose, I purchased another sample for her to view in person and an agreement was made on September 30th.  The tile was an upgrade to the original priced tile I quoted, resulting in an additional cost of $1680.  I feel I made EVERY effort in assisting her with her tile selection and made every attempt to ensure she was pleased with her selection.     During the time frame of her delay in making  a tile selection, my employees were continuously onsite working on her pool preparing it for the tile placement. 

 3.  Timing was always a concern of hers.  I stressed to her on numerous occasions, that tile would have to be selected and each day that past without a decision was another day extension of the project being completed. 

 4.  After she chose to exclude from my scope of services the travertine coping for the pools perimeter and the pour over, her selected paver contractor advised her to hire my company to install the travertine tile on the pour over.  The customer then requested that I add this service to my scope of work.  I did so, with the understanding that her paver contractor was to supply the travertine and there would be the additional cost of $1040 for my companies installation of the tile.  In my original scope of services, I quoted the tile pour over cost to be $1740, since her contractor was supplying the tile I reduced the cost.   My company was on-site on four occasions to continue working on the project and on all occasions had to be redirected to other jobs, because her paver contractor had not followed through with supplying the materials needed.  On all four occasions I contacted the customer to notify her that the paver contractor had not delivered the materials needed to complete the job, all of which created additional delays on the completion time frame.

 5.  During the course of the work commencing and the completion, my customer called almost daily.  I accepted every phone call or returned her call at my first opportunity. During our phone conversations, the customer was always speaking loud and using fowl language, I would listen to her concerns and would schedule myself or my employees to her site to address her concerns.  Once onsite she was always calm and her concerns were always unwarranted. She was a very demanding customer and I made every effort to accommodate her.  

 6.  On October 18^th, the job was completed one day before her family event.  Myself and one of my employees met with the client, we address her concerns of the pool light not working (The power breaker was turned off ) and the therapy jets not working ( The air control valve was turned off ) and there are no outstanding issues.  At that time we also discussed the final invoice and she indicated the price was what she had expected and also indicated that her trust attorney would be making the payment.  On November 6th, three weeks after non receipt of final payment in the amount of $9233, of which the invoice was hand delivered upon completion and the same invoice was mailed to her home address, my office personnel contacted her via email with the final invoice attached.  She responded by requesting product invoices.  My company, like other companies do not issue material receipts for products.  These receipts would not include the delivery and installation of those products.  On November 7th, I contacted her by phone and we had a conversation regarding the material receipts.  When I stated I would not furnish her the product invoices, she became irate.  She indicated that if I did not provide the product receipts she would not pay my company for the work completed, for the first time I stated I would file a lien on her property.  She used fowl language and hung up.  After our conversation she emailed my office with a very threatening email, demanding that neither I nor anyone from my family, friends or my company was to contact her again in any manner.  Only then did she claim she was dissatisfied with the project.    She has indicated she made final payment, the check she faxed a copy of was written from her personal account not the trust account she spoke of.  In addition, she indicated she mailed the check certified mail.  I have not received notice of any certified mail, nor have I received this check for the $9233 owed.

 In conclusion, I pride myself and my company for professionalism and make every attempt to satisfy every customer.  I did not add on any extras costs to her invoice nor did I pad her bill.  The added costs were to cover the additions to the original scope of services and she was fully aware of these items.  I am unsure how to resolve this matter.  She has threatened me and my company of trespassing if we attempt to come on her property to view the pool.  She has threatened lawsuits and police involvement if I attempt to contact her.  Because she did not indicate any problems or dissatisfaction on our final inspection and conversation, I can only assume any problems she may have is not with my company it is with her lack of payment. 

Sincerely,

Randy Holbrook, President

DuWet Pools