• Report: #613086

Complaint Review: Riverbend Sandler Pools Plano Texas

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  • Submitted: Fri, June 11, 2010
  • Updated: Mon, June 21, 2010

  • Reported By: Disappointed in Allen — Allen Texas United States of America
Riverbend Sandler Pools Plano Texas
2001 Coit Road Plano, Texas United States of America

Riverbend Sandler Pools Plano Texas Riverbend Sandler Pools (Tom - supervisor) blames electricians for shoddy work Plano, Texas

*Author of original report: Riverbend Sandler Pools settles issue with disappointed pool owner

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After having the Riverbend Sandler pool for 4.5 years, some things are starting to happen that make me wonder if this pool is going to endure in the long run. Pool lights are supposed to last 1000 hours. I noticed a week ago that the light had become very dim. I unscrewed the one screw holding the light in and even though every internet site says there is enough cord to take the housing to the surface and up on the coping to work on, my cord is not more than one foot in length. To make matters worse, I noticed that there is water in the housing, which may account for why the bulb's life is prematurely ending.

My neighbor, who had his Riverbend Sandler pool built the exact time I did also mentioned to me water in his pool light housing. I talked to Josh in service at Riverbend about the light and he transferred me to supervisor Tom. I asked Tom why the cord is only a foot long and he said, "Sometimes those electrical contractors only put in the necessary length of cord and not put the longer cord in because of cost." That's funny. I thought the contractors work for Riverbend Sandler. Do the contractors operate under their own authority and specifications, or those imposed by Riverbend Sandler. How about a Riverbend Sandler inspection to ensure the contractors are doing their job right, which will reduce the cost of warranty service after the job is done? Just a thought.

I'm sure that had I checked the light cord length prior to the warranty expiration, I could have had the issue corrected. But who checks the light cord length? So, now, a simple do-it-yourself maintenance project for a $20 light is up to $170 to have them fix it. According to Tom, theyd have to disconnect the wiring from the JBox, taping a rope to the wiring and pulling it through so that the light can be put on the coping for work. Then pulling the cord back and reattaching the electrical cord to the JBox. Those Riverbend service guys must really love the electricians who don't seem to think about maintenance.

But let's be honest. The job is not done with the bulb replacement. The true issue is water in the housing. According to Tom, replacement of the housing is going to run me $500. I asked if because it is a defective housing, should I have to pay for that - I did mention my neighbor who had opened a ticket about it. Tom said that they haven't gotten any complaints about the housing, so it is not likely that it is a manufacturing defect. I find it coincidental that two Riverbend Sandler pools two doors from each other just happen to share the same lighting problem.

This $500 news came one week after I opened a ticket for three pieces of dark colored coping that is crumbling away. Another issue that my neighbor dealt with, which involved the entire coping being torn off and replaced under warranty. Unfortunately for me, my coping started to deteriorate after the warranty. The quote for the three pieces of coping is $550. According to the tongue studded young guy who appraised the issue, when dealing with natural stone, these issues can occur.

I'm not feeling great about the decision to go with Riverbend Sandler. I saw their pools represented in numerous home tours where Riverbend Sandler pools were proudly displayed and touted as being a great quality product. The Frisco Rough Riders built an enormous water feature at their ballpark using Riverbend Sandler. So, they must be good, right? I wonder if the water feature is starting to flood the baseball field, since that pool is almost the same age as mine. I hope this isnt the beginning of some of the awful things Ive seen on this site about Riverbend Sandler pools. Time will tell.


This report was posted on Ripoff Report on 06/11/2010 12:09 PM and is a permanent record located here: http://www.ripoffreport.com/r/Riverbend-Sandler-Pools-Plano-Texas/Plano-Texas-75075/Riverbend-Sandler-Pools-Plano-Texas-Riverbend-Sandler-Pools-Tom-supervisor-blames-ele-613086. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Author of original report

Riverbend Sandler Pools settles issue with disappointed pool owner

AUTHOR: Disappointed in Allen - (United States of America)

Following a conversation with Riverbend Sandler Pools ownership on June 17, 2010, a mutually beneficial settlement has been reached regarding a defective pool light housing, as published in the original Ripoff Report on June 11, 2010. As a result of the settlement, I agreed to have the report removed, but according to Ripoffreport.com, their policy is to never remove any reports, no matter the outcome. The only recourse is to publish a follow-up to the original complaint, as suggested by Ripoffreport.com. According to Ripoffreport.com, consumers are interested in how a company resolves an issue.


Consumers interested in filing a complaint through Ripoffreport.com should understand, as explained in the legal jargon required to accept upon filing a complaint, that the report can never be removed, no matter how positive the outcome. Below, is my follow-up, as suggested by Ripoffreport.com.


After receiving a phone call from Riverbend Sandler President, Tricia Barnes and Manager of Service Operations, Mike Sparks, a settlement was reached where I would pay half of the $500 to repair the defective light housing. Along with the settlement, Riverbend Sandler would replace the light housing with enough cable so that the cord can reach the coping for ongoing, routine maintance. According to Riverbend Sandler, while a pool light does not necessarily need to be replaced each year (bulbs typically last for 1000 hours, which translates to roughly 42 24-hour days), the $5 gasket that protects the bulb in the light housing should be replaced each year. While I doubt the accuracy of Riverbend Sandler's stance that pool chemicals break down the effectiveness of the continuously submerged housing after a year, it is decidedly more cost effective to add the $5 gasket replacement to my routine maintance, rather than paying $500 for a new housing. When receiving initial instructions (which are well documented) for normal pool maintenance, it would have been nice to have received that information as well. While I agreed to pay $250 to replace something that should have lasted longer than 4.5 years, I understand that there is a certain amount required to maintain a pool and accepted the $250 as a fair amount for a light and fixture replacement, especially since the pool is past the warranty period.


Riverbend Sandler was understandably concerned about publishing this issue in a public forum and though Ripoffreport.com will not allow me to remove the posting, I hope this follow-up will provide consumers with valuable information when making a pool company decision.


While I still feel my initial contact at Riverbend Sandler was uncaring about the issue, Riverbend Sandler ownership did not share that same attitude. As a result, should I have a future issue that I feel is not handled properly by local management, Ms. Barnes has encouraged me to contact her directly, rather than posting my complaint online.


I hope this follow-up report provides enough information for a consumer to make an informed decision.

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