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Complaint Details
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Initial Complaint
04/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a leaking feature of my pool that has existed since the pool was installed. This should be under warranty. They came out once to "patch" it, but that did not fix the problem. Covid lockdown did not help any. Though I have been able to call and leave a message, even speak to people at home shows, no one has ever contacted me to come out and look at the issue, let alone fix it, warranted or not. The last time I spoke to someone they admitted they don't have a service/warranty department, and they are creating some new department to handle things like this. Either way, the only communication I have received from them is a "thank you for contacting us" email that went out as general to all people that had left their email at a home show. Hope you can help.Thank you, *************************
Business response
04/12/2023
Premier Pools & Spas has reached out and talked with the customer about the issue they are experiencing. To appropriately ***** the scenario Premier Pools & Spas and the customer are going to meet on site at his residence Monday 4/17 at 10:00. While on site Premier Pools & Spas and the customer will come up with a remedy for this situation and agree on the process and timeline for the repair. Premier Pools & Spas will respond back to the BBB once we have met on site with the customer and will explain what will be done and what the timeline for that remedy will be.Initial Complaint
03/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Premier pools built an amazing pool in my backyard however they contracted out the concrete work. We had **** sq ft of stamped concrete done. They cut corners and didnt install any steel so it all broke. After 7 months they came back and jackhammered it all out and re poured using steel inside. Now my concrete does not match. They said sorry some day it will match. Since i have not paid my final balance they have cancelled my warranty and they are unwilling to fix my concrete. Im stuck with mis matching concrete and no final inspection.Business response
03/23/2023
Premier Pools & Spas has reached out to the customer and is working on a date and time where we can meet on site with the customer to address these issues. Once we are able to meet onsite Premier Pools & Spas will respond to the complaint with the resolution and a timeline for the resolution to be completed.Customer response
03/27/2023
I am rejecting this response because: they have agreed to meet next thursday March 30th to again look at the unsatisfactory concrete work and try to again work on a resolution, so at this time i cannot accept their response and cloae this case. Thank you.Business response
03/31/2023
Premier Pools & Spas has met with the customer. Between both parties, they were able to find a solution to satisfy the customers complaint.Customer response
04/03/2023
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
09/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My husband and I contracted with Premier Pools to have an inground pool installed with a rock wall that would house a sheer decent. The pool was completed in August of 2021. The topping of the sheer decent and pool decking was installed by the concrete contractor that was chosen by Premier Pools, JLC Concrete. Upon the final walkthrough with Premier it was identified that the sheer decent was not working properly due to the concrete topping covering portions of the waterfall. The decking also had significant discoloration that was noted at this time as well. We had to reach out NUMEROUS times to get someone to come out from the concrete company just to take a look at the issues. They did send a representative out that said they would need to shave down the concrete topping on the sheer decent, and do an acid wash on the concrete to help with the discoloration. That was November of last year, and we have continually been reaching out to Premier Pools for resolution. They have informed us that they are unable to reach the concrete contractor to schedule a repair, but have offered ZERO alternative options. We have offered to have a different contractor come out, with no response. i have asked that Managers give me a call, no response. I have even gone back to the Sales team because the sheer decent has NEVER functioned as it was designed, again to no response. I paid about $110,000 for our backyard and am less than pleased that a year later, it still does not function as designed with no resolution in sight.Business response
09/19/2022
Premier Pools & Spas has reached out to the concrete contractor and they have gone out and addressed the underside of the concrete cantilever, resolving the waterfall issue, as well as treated the decking with an acid wash to mitigate the discoloration on the decking today 9-19-2022. We apologize to the customer that these items took so long to correct and are working internally on how to ensure this type of misstep keeps from happening again. We pride ourselves on offering a positive experience and know going forward we will provide that level of experience to this customer as well.Customer response
09/20/2022
I am rejecting this response because: The concrete contractor did come out, but the sheer decent issue has NOT been resolved. I have attached a photo and video of the result AFTER the repair. This is still unacceptable. It is not functioning as designed.Business response
09/21/2022
This issue of uneven flow was brought to our attention yesterday (9/20) morning. Premier Pools & Spas had a manager onsite early afternoon to meet with husband and correct the issue. When we left the yard yesterday (9/20) the waterfall was flowing evenly and consistently.Initial Complaint
05/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On sept of 2020 Premier pools finished an installation of a new swimming pool at my residence. The following spring (2021) there was a lot of issues with the concrete decking that was poured. My warranty covers any minor cracks and defects in the concrete for 3 years. There's massive issues and trip hazards all over my yard. Gaps at expansion joints, etc. They acknowledge the repairs that are needed. However it has now been a year an nothing has been resolved. To complicate things more my wife and I are in the process of adoption and certain gates and fences are required to be in place. So because premier has failed to fix my warranty work for over a year, i had to have fencing installed on crooked concrete that requires replacement.Also concrete decks that was poored has settled in a way that the entire water line of the pool looks damaged and tattered. This is another repair they acknowledge needs to be done.They wont let me talk to a manager, or one is not available every time i call. I have email chains going back over a year. I get a lot of excuses. Someone will call. The contractor will call, etc. This is my last attempt for premier to resolve this before I consult legal counsel.Business response
05/13/2022
Premier Pools & Spas has been on site with the concrete contractor and talked with the customer regarding the repair work that needs to be done there. The area has highly expansive soil that has expanded and lifted the concrete in the areas mentioned by the customer. ********************************************* & Spas and the concrete contractor have agreed to remove approximately 350 sq. ft. of concrete that has lifted and will have that area repoured. We will also add additional drainage where the existing concrete meets the new concrete to help move water out of the backyard in an effort to alleviate any further expansion. Premier Pools & Spas will start the removal of concrete on 5/18, and the concrete contractor will repour the concrete on 5/25. This information has been communicated to the customer.Initial Complaint
04/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Pool construction was completed July 2019 by Premier Pools in *******, Ca. *** and *************************** were notified 8/16/2019 that the plaster was chipping off. 9/20/2020 Blue Mountain emptied our pool, removed the plaster and filled the pool back up with out a repair being completed. Our pool is still not completed currently and we are unable to get any word of resolution to the issue. We have many pictures and emails documented.Business response
04/25/2022
To Whom it may concern,
Premier Pools & Spas locations are all individually owned and operated under a franchise license. The location of the work in question and this swimming pool is ******* **. this complaint has been filed with the ********** **. location BBB account. Please close this complaint against the ********** location and direct it to the ******* **. location BBB. Please feel free to reach out with any questions. Thank you.
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16 total complaints in the last 3 years.
8 complaints closed in the last 12 months.