ComplaintsforPremier Pools & Spas

• Initial Complaint

  07/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Premier pools built our pool and concrete. A section of the concrete is sinking and extremely unlevel now, which is affecting our ability to finish a paver project. Premier's warranty/service department has been non responsive. They promised on June 26th that "someone from concrete would be out next week." No one showed or called. I emailed several more times and got no response. They finally responded today that they can't come out until the 23rd. This answer is unacceptable as we were promised service last week. I am worried they will no show us again after pushing us off for two weeks. They need to schedule this repair asap.

  

  Business response

  07/24/2024

  Premier Pools & Spas uses a sub contractor for Concrete decking installation. The sub contractor that did the work for this customer has since gone on site and leveled the stepping pad area that was of concern to the customer. That resolved the issue and allowed the customer to continue with his project of installing concrete pavers around the stepping pads. We apologize for the inconvenience and delay in getting this resolved for the customer.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Back in May/ June 2023 I submitted an online request for a quote using Premier Pools and Spas website *******************************************. Within a few days ************************** representing Premier Pools and Spas responded to the online request and started working with this representative from that point forward. The initial contract was signed on 6/22/2023. Since then all we have is 4 posts and a whole in the ground that was done at end of December 2023. Premier Pools and Spas has not done any work since then and there is no indication that any work will be done. A total of $139,915 has been paid to Premier Pools and Spas for the project that includes a fiberglass pool model Olympia 14 and a fiberglass spa plus a 20x27 Pool house,with an outdoor kitchen, hardscape and a firepit. On June 25th 2024 I escalated and submitted an online complaint to Premier Pools and Spas using their website **********************************************. On June 25th ******************************************************************************************************* to this date.

  

  Business response

  07/12/2024

  Premier Pools & Spas is a franchised business model where each office is independently owned and operated. This complaint is for the Premier Pools & Spas location near *********************, However it has been posted to the Premier Pools & Spas location in *************. The customer should reach out to their local ******************** organization so as to have this complaint posted and sent to the appropriate franchise location. 

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August 2023, I contracted with Premier Pools and Spas (PPAS) to build an in-ground backyard pool. The pool was completed in January 2024. Immediately, I noticed major defects in the pebble interior surface. These concerns were initially brought to the attention of PPAS in February 2024. Upon inspection by PPAS, it was determined that the pool surface was not acid washed properly, and a second acid wash was scheduled. Shortly after the second wash, new but materially similar defects appeared. Despite repeated requests since April 2024, when the second acid wash was completed, PPAS has not fixed or put forward a plan to fix the defects in the pool surface. Currently, my pool has several dark streaks, approximately eight feet in length, that do not match the surrounding interior color. Pictures are attached. In addition, there are many areas where the pebble surface is excessively rough reducing usability of the pool.In June 2024, I reached out to Universal White ****** (UWC), the pebble material supplier, with my concerns. UWC informed me, after reviewing pictures that I submitted, that the streaks were outside of industry standards and caused by poor workmanship during the second acid wash, not by any defect in materials. According to UWC, the excessive roughness was also likely caused by the second acid wash. UWC recommended replacement of the interior surface and informed me that the additional acid wash had likely compromised the long-term durability of the interior surface.To date, PPAS is slow to respond, does not answer written communication, and has shown little interest in resolving my complaint.

  

  Business response

  07/08/2024

  Premier Pools & Spas has reached out to the customer and has an onsite meeting scheduled with the customer to ***** their concerns on July 15th. Premier Pools & Spas will update the BBB after that meeting with the outcomes and resolutions.

  Customer response

  07/08/2024

  I am rejecting this response because it is an interim step that does not provide a plan of action for fully addressing the concerns.  A meeting will not fix the pool, but it may be a step in that direction.  I understand that management is now involved, and they need time to assess the situation, but I will not close the complaint without action on the part of PPAS.  I am, however, willing to revisit their proposed "resolution" after the meeting on July 15.

  *********************

  
  

  

  Business response

  07/15/2024

  Premier Pools & Spas met with our customer on the morning of 7/15 along with representative from Universal White ****** industry expert ***********************. Some rougher spots on the steps of the pool were observed and felt by hand so we have agreed to sand them down to make edges or spots of concern less abrasive. This work is scheduled for 8/14/2024. Some mottling and light streaking was observed in the interior finish throughout some areas of the floor of the pool but it was the opinion of industry expert and Premiers position as well that the interior finish appearance and quality of craftsmanship was very good and the overall evenness of appearance, consistency of pebble exposure was of a good and acceptable quality when judging the pool as a whole. Mottling and shade and color variations vary between each pool and are not considered defects often times being much more noticeable in low light conditions as was the case in this instance. Premier Pools & Spas apologized for any inconsistencies in communication that have contributed to any frustrations to date and it was agreed that the discussion & collective decisions made would satisfy our customer and their existing complaint would be considered addressed.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We started a pool project with Premier Pools back in January and have had a bunch of issues. The sales rep omitted many details and we were flexible throughout the process, including allowing the company to move forward when the depth of the cabo ledge was not what we requested. When it came time to schedule the plaster the company asked for payment in full prior to starting, I communicated to both my sales rep and the sales manager, explaining that I wasn't comfortable paying in full before they completed the project. I was told I would be removed from the schedule and they wouldn't complete my project until I paid in full. Since they "finished" the project they take days to weeks to respond when I point out items that need attention, and now they just don't respond at all. The stone wall on the west side of the pool is missing grout on 30% or so of it's seems, there is multiple color grouts on the tile, they spilled paint on my new concrete, the sheer descents are purple (white was on their display) and they chipped my cap stone during installation. I have all attempted communications via text message, which was their preferred method of communication. This projection was supposed to be 6-8 weeks, it has now been 22+ weeks of me having to initiate the majority of the communication and it's clear they will not be repairing their issues. I would like them to refund me $6810, the price we paid for the 24" stone wall. They are unwilling to fix the tile job and I would like to pay a tile guy to fix their work, as well as remove tiles to replace the sheer descents.

  

  Business response

  06/24/2024

  Premier Pools & Spas has reached out to the customer to schedule a time that we can meet him on site to look over these concerns. Once we have a solution to address these concerns we will respond to the BBB. 

  Customer response

  06/28/2024

  I am rejecting this response because:

  I had a meeting with *****, who is a supervisor for Premier Pools. ***** agrees with all the items we discussed and proposes to fix all the tile and grout issues, remove the paint from the concrete and fix 2 areas of concrete that are cracking. He will get back to me with a timeline of when this will happen. I will work with ***** to get this project completed, but until this is fixed I would like to keep this case open.

  NOTE: ***** is the only member of Premier Pools that has taken the time to listen and give honest feedback on my concerns. He agrees that the tile job, which Premier Pools has been back to fix on 2 or 3 separate occasions, was poorly done. The glue used to attach the tiles to the wall seeped out of the wall in areas, this is what created what I thought was 2 color grouts, but turns out it was glue that should have never came out. It was clear that ***** was disappointed in the work that was done and the response to my issues. I look forward to this situation being resolved. 

  
  

  

  Business response

  07/12/2024

  As stated by the customer a ********************************************* & Spas representative has met with the customer and identified the complaints and resolutions that the customer was referring too. We are currently working through the remaining items and should have all concerns completed by early next week (the week of 7/15/24).

  Customer response

  07/12/2024

  I am rejecting this response because: We will approve this when the work is done. The company has come out 2 times so far since this claim, the first time they fixed the majority of the tile issues, but still have some grout work to do. The second time they came out to clean the concrete, but did not communicate what was needed correctly internally and need to come back out. So, they need to finish the grout, clean the concrete and fix the cracked concrete that we discussed. They are actively working towards a solution, but want to ensure this gets completed. Thanks
  

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with Premier Pools to build our pool for us on 04/08/2021, they began work in October 2021 and it was completed around April of 2022. They really dropped the ball at the completion with us having to beg them to come out and complete a final walk through which never happened. We had a problem immediately with the glass tile on our Cabo ledge. A month after installation the tiles were so scratched they looked white. Premier's response was that sometimes the glass tiles get scratched and they could not do anything to repair it. We continued to ask them to please review this and again they stated, if we try to repair the tiles it will look worse than it does now. After a few weeks of back and forth with a non cooperative stance from this pool builder they finally sent out the crew that installed the gunite to look. They agreed that it needed to be repaired and we did resolve that issue. Interestingly, one of the crew said to us on the day of the repair that they let the original gunite dry too long before installation. If it was wet it would not have scratched our glass tiles. In November of 2023 we noticed hairline cracks and bulges in our micro fusion pool finish that was sold to us as the best and longest lasting pool finish available. We reached out to Premier customer service to be told that these unsightly cracks in the pool finish were normal. They sent someone out to look as well, he looked at the pool finish and said this is normal. We contacted Premier again and they asked for more pictures. I sent all the pictures attached and they replied back a couple of weeks later that they would not be doing anything about the cracks and they were considered normal. We have built 4 pools and none have ever had this and I sell homes and have never seen this in the homes I have sold over 23 years not to mention I am also a swimmer and have seen lots of pool finishes. This is so unacceptable. Our pool is not even two years old. Buyer beware.

  

  Business response

  04/29/2024

  Premier Pools & Spas has reached out to this customer to have a manager meet on site with her to ***** the items she is referencing in her complaint. Premier Pools & Spas will update the BBB after meeting with the customer at their home.

• Initial Complaint

  10/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Began the project on August 2, 2023. Nothing but problems since the beginning. Damaged our home, but said it was no big deal because they would fix it. Subs were peeing in our yard! We've had to argue every detail. Concrete is the last big sticking point. Let me start by saying I have done construction my whole life and my last position was a concrete superintendent specializing in quality control. They washed their tools on our front yard and tracked concrete that is still there. We were promised "second to none", top of the line decking. I know they had to let go of 2 of their concrete contractors before our job started. Not sure how many they had left, but how do you run a pool company with no competent and professional concrete crews. The finish is horrible and very rough, it was supposed to be smooth. Stamped way too wet. The drain is tilted and puddles in a couple spots. The drainage was placed in the electrical trenches. There is a dip in the back where they stepped on the form during the pour. There are cracks, almost in the middle, of the 3 longest sections of coping that appeared immediately after the pour. There is a stain in the back of the coping that they keep telling us someone will fix, but then said it will eventually fade. They patched the skimmer hole and dropped patch material i.e. rocks, sand, concrete, down the intake pipe. That can't be good for my pumps and pool equipment. The concrete was poured September 11th. Premier Pools was made aware of the quality of the finish immediately and has done nothing. Trying to get me to work with the concrete company, but I paid Premier Pools. Not sure why they can't stand up for their customers like they do for their subcontractors. I don't trust the concrete company after the quality of the job they did. If you can help it would be greatly appreciated.

  

  Business response

  10/27/2023

  Premier Pools & Spas has reached out to this customer regarding their complaints. The owner of Premier Pools & Spas has scheduled a meeting with the customer at his home for next Thursday 11/2 to address his concerns.

  Customer response

  11/13/2023

  I am rejecting this response because: The owner of the company called us on 10/27 to set up a meeting on 11/2. I didnt know I was supposed to notify you of the meeting. We met on the 2nd and he was leaving for vacation the next day. We are waiting to hear back from him and the concrete company. I did not respond because we do not have a resolution and we are waiting on THEM (Premier Pools and JLC concrete). We have not heard anything back from the owner of the company since the meeting on the 2nd. We are waiting on them. We reject the business response due to them not responding in a timely fashion and hopefully with your help we can come up with an acceptable resolution. We paid $90,000 for a pool and they are trying to give us patchwork concrete that slopes to our pool in some areas and puddles. Not acceptable. Thank you for your time working with us. This is something new to us and were just trying to give you what you need to help us. 

   

  Original Complaint:

  Began the project on August 2, 2023. Nothing but problems since the beginning. Damaged our home, but said it was no big deal because they would fix it. Subs were peeing in our yard! We've had to argue every detail. Concrete is the last big sticking point. Let me start by saying I have done construction my whole life and my last position was a concrete superintendent specializing in quality control. They washed their tools on our front yard and tracked concrete that is still there. We were promised "second to none", top of the line decking. I know they had to let go of 2 of their concrete contractors before our job started. Not sure how many they had left, but how do you run a pool company with no competent and professional concrete crews. The finish is horrible and very rough, it was supposed to be smooth. Stamped way too wet. The drain is tilted and puddles in a couple spots. The drainage was placed in the electrical trenches. There is a dip in the back where they stepped on the form during the pour. There are cracks, almost in the middle, of the 3 longest sections of coping that appeared immediately after the pour. There is a stain in the back of the coping that they keep telling us someone will fix, but then said it will eventually fade. They patched the skimmer hole and dropped patch material i.e. rocks, sand, concrete, down the intake pipe. That can't be good for my pumps and pool equipment. The concrete was poured September 11th. Premier Pools was made aware of the quality of the finish immediately and has done nothing. Trying to get me to work with the concrete company, but I paid Premier Pools. Not sure why they can't stand up for their customers like they do for their subcontractors. I don't trust the concrete company after the quality of the job they did. If you can help it would be greatly appreciated.  

  

  Business response

  11/22/2023

  Premier Pools & Spas has been in contact with the customer. We met onsite this morning 11/22/23 and came to an agreement for some additional work at his property. This work will commence with in the next 30 days. 

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Pool build started in October 2022 and completed in Feb 2023. During that time the pools interior finish and pool deck are blotchy and uneven. (photos attached) I have reached out to Premier Pools and Spas and was told the concrete is not under warranty (even though this is only a seven month old pool). As far as the finish I was told that the problem is a chemical imbalance in the water. My pool tech monitors the water weekly and adds chemicals as necessary. I also monitor the water weekly. They stated they can fix the interior with an acid wash at my expense! This is unacceptable as this pool cost over *********. No one at Premier Pools is willing to speak with us about the concrete or interior finish.....everything is done via email. I would like for someone to visually inspect the concrete ( a rep from concrete as well as Premier Pools) and rectify those concrete issues and I would also like for the acid wash to be done at Premier Pools expense.

  

  Business response

  09/28/2023

  A representative from Premier Pools & Spas has reached out to the customer about his concerns. A representative will meet with the customer on site at his residence on Friday 9/29 to view and address the concerns. 

  Customer response

  10/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Premier Pools did an exceptional job of selling the pool but after that everything went downhill. The first crew while digging the pool cut our main landscaping EID line to the property, capped it, turned it off at the street and didnt notify me. We had just moved in so I didnt realize initially the property wasnt getting watered. I had 1/2 of my landscaping die. Their concrete crew left garage as well as their lunch remains to which my dog ate and got very sick. In the progress of building the spa landscape plants, landscape lighting were run over by their tractors and not replaced. As well as part of the fence the took down was lost. In putting the pool together they forgot to plum the overfill drain so now that area leaks thru the stone. They tried to repair it by adding another overfill drain and that now also leaks. Ive called the company at least 5 times to which the owner or Operations Manager have not returned my call. I have been disappointed with every step of this build.

  

  Business response

  09/05/2023

  Premier Pools and Spas has received this concern from the customer. The construction Supervisor who was responsible for this job has met with the customer on site and addressed the concerns regarding the overflow as well as an equipment issue they were experiencing. We take our customer experience very seriously and will look at internal controls to help address future customers from experiencing these types of issues.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I bought my above ground spa through premier pools and spa ********** office they sold ******* spas so I bought one for ****** with a full warranty through premier pools and spa. We'll it took me over a year just to get the spa and after I did they changed from selling ******* spas to another vendor so they proceed to tell me they won't honor now my warranty. Eventually I'm on my own. I threatened to *** them so even though they didn't want to they gave me back my warranty. They have been punishing me ever since. I have only had the spa two years and have had all kinds of problems with it. The shell is ruined, I have had things break on it and a panel took over a year to even get. Now my spa has a broken pump at 2 years old and they said well we don't know when we will get the part because we don't sell these anymore. So my spa just sits broken, no water and can't use at 2 years old. Instead of calling it a lemon now and replacing it or buying the part themselves they have chosen to wait for years for a 3rd party to get it under warranty. It has been a nightmare for 2 years now. Enough is enough. We are ready to ***.

  

  Business response

  06/24/2023

  Thank you for reaching out to Premier Pools & Spas with your concerns. We sincerely apologize for any inconvenience you have experienced with the delay in receiving your warranty parts. At Premier Pools and Spas, we pride ourselves on providing exceptional customer satisfaction, and we understand the importance of resolving issues promptly.
  
  We would like to clarify the reason for the extended lead time in obtaining the parts. Unfortunately, Premier Pools and Spas are no longer a dealer of Caldera Spas and as a result, we are now required to use a third party to source these parts on your behalf. This change in brand agreements has caused some delays, for which we sincerely apologize.
  
  To expedite the process and minimize the lead time, we have taken the initiative to purchase the parts from a retailer. By doing so, we aim to ensure that you receive the necessary components as soon as possible. We appreciate your understanding and patience during this process.
  
  Rest assured, our team is diligently working to ensure the smooth handling of your complaint and the swift resolution of the issue. We want to assure you that we are committed to rectifying this situation to your satisfaction. Premier Pools & Spas will be out on Monday 6/26 to address the issue the customer is experiencing.

  Customer response

  06/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  04/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My neighbor had a pool put in with Premier and they dug to close to the fence line and damaged our shared fence and side *************. My side is damaged. This company never reached out to apologize and tell me they'd fix it. I called the and the manager did not seem to care. Til this day they have still not connected with me or reached out and I have a huge hole in my yard, my fence is leaning but my neighbors are swimming in a new pool and I am having to lean items up against the fence to block the holes they made. On top of that, the fence was recently built.

  

  Business response

  05/02/2023

  Premier Pools & Spas has reached out and spoke with the homeowner. We have scheduled a time to meet with her Monday 5/8 at 9:30 to look at the issues described and present solutions to the cusotmer.

  Customer response

  05/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. For now if they follow through with repairing all the damage done by there company to my property.
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩