Ritzcraft Pavers

We met with Erica from Ritzcraft Pools at their warehouse a few times and ultimately came to a decision on a time frame and a price. The resurfacing product to be used was called "Stonescape" and carried as 10 year warranty. We gave them a 1/2 the amount due as a down payment at signing and the other 1/2 due upon completion of the job. THIS IS IMPORTANT: They made it a point to tell us at our last meeting that once the old surface was removed the crew would need to check the "shell" for weak and hollow spots before they could proceed with the resurfacing. If the crew found weak or hollow spots in the "shell" then we'd have to pay extra money to have it shored up before they started the resurfacing to prevent the new surface from possible cracking. We agreed. After the crew removed the old surface, we were told they found NO WEAK OR HOLLOW SPOTS in the shell so they were going to proceed with the job. We said great. They completed the resurfacing job, we paid the balance and that was it. At least we thought that was it. Just 2 years and a few months later the surface developed 2-3 cracks in the deep end and we started losing an inch or so of water every week. Then the leak got worse, 2-3 inches every few days. We called David who looked at it, and told us it was my shell that was bad and causing the resurfacing to crack. I questioned that and reminded him that the shell was supposedly checked and ok'd by his crew before the resurfacing was done". He still insisted it was not his fault but as a "courtesy" he would send someone out to seal the cracks (at no charge). He did, and the leak stopped for about a week or so but I had my doubts about that being a permanent and reliable fix. Sure enough, three more cracks appeared and now I was losing 2-3 inches of water overnight! Called again and again asking for him to call me on my cell so we could rectify this, but he refuses to call, he just emails me. I might have spoken to him once on the phone during this entire fiasco, but every other correspondence with him was emails, which I found rather annoying and unprofessional. Almost like he avoids having to talk directly to customers who has a problem with his work. Till today he continues to insist this has nothing to do with his job or crew and I have to pay for portions of the surface (with a 10 yr warranty) to be ripped out again and have the shell repaired and resurfaced. Something happened during the original resurfacing job, I don't know what and I don't know why, but something happened to cause all of this. I say this because it's important to note that this pool has never had a leak since we've owned the house, this pool was completely resurfaced by another company 15-16 years ago without any problems or leaks at all, this pool has never had a leak until his crew worked on it, and it was his crew that tested the shell and declared it durable enough to be resurfaced. So bottom line is, $10K and 2 years later I'm stuck with an unusable pool with 3 large cracks that I have to either refill every single night, or, spend $1000's of dollars out of pocket to repair a pool shell that they originally declared acceptable to resurface. He flat out refuses to accept any responsibility at all, not even a portion of it. Hasn't even offer to meet me half or even a quarter of the way on any of it. My recommendation to anyone considering contracting with this company is ,,,,,,, find another pool company