ComplaintsforPlatinum Global Contractors

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I opened a service request on Oct 3 2023 with First American home warranty for my pool heater. They assigned Platinum Pool Care to service. Platinum Pool care arrived on Oct 10, the tech knocked on my door, introduced himself and I showed him where the heater was and that I would meet him out there in a couple of minutes. When I got out there, he was gone. Home Warranty stated the service request was closed because Platinum Pool submitted paperwork that the heater was working. In fact, the heater is not working. I have zero paperwork attached to this service request despite asking for it from both parties. Each party says the other should have provided it and to request it from them.Fast forward to 2024, after a death in the family, travel outside the company, job loss, and other factors, I did not pick this problem up again with First American until January 5. I requested the service request be re-opened without a fee, due to all of the above. After several calls and hours on the phone, they agreed. Again, Platinum Pool was sent to service. This time, a different rep was sent and was very engaging, talked through what he thought the issue was (wiring because sometimes it works, sometimes it doesnt, which I have told both Platinum and home warranty over and over). To my shock, they again ended up submitting paperwork that the heater was working, and again, it is not.I went on Yelp, and noticed there is a trend with these two companies many other customers have the same issues service not being resolved, warranty rejecting the request, Platinum Pool never answering their phone, only back/forth through text, customers getting frustrated and ending up going outside and paying lots of money to resolve and or fix the problem. There is something going on with these two companies that are intertwined. Id like it investigated and it seems like there are quite a few customers who are out of a lot of money.

  Business response

  05/21/2024

  Good afternoon, we received this complaint. Here is our response. 

  
  

  We were sent a work order through First American home warranty company. We are a third-party that is contracted by the warranty company to go out to the property and report what our findings are. We arrived to this homeowners house where she stated head on back. I will come out in a few minutes. The technician did his diagnosis knocked on the door called homeowner where she did not answer. He then left. He found that there was a pinched wire. He repaired that wire and had the heater up and running. We then reported back to First American. Their authorizations department reviewed and made their decision. We then received another work order for this homeowner The same contractor went back out, met the homeowner at property. Showed her that the heater was in fact working. She also had a Hayward navigator that needed a rebuild kit. We went back to the warranty company gave our report. They stated they do not cover for ******* navigators and that they would get in contact with homeowner. Again we do not make any decisions on what the warranty company is going to cover or not cover. If the homeowner was not satisfied with our findings/report, the homeowner has the ability to request a second opinion from the warranty company themselves. Again we are a third-party. We report what we see at time of service. We do not have a copy of homeowners contract we have to call into authorizations. They tell us how they would like to proceed.

  
  

  Thank you, 

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

  Platinum Pool Care Inc. 

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

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We used Platinum Pool Care in June 2022 as they were assigned by First American Home Warranty (****) to service a salt cell on my pool that had stopped working. **** came out 2 times before agreeing that our Pentair salt cell wasn't working & ordered a replacement. He replaced our Pentair salt cell with a cheap generic salt cell claiming that was all the warranty company would authorize (not sure that's true). The replacement stopped working after the 1st week. Our pool professional informed us that the salt cell was producing NO chlorine and there was an issue with the new salt cell. **** came out again and looked at the salt cell claiming the lights were green on the equipment so there was no issue. I asked how my pool technician knew there was no chlorine being produced & at that time he reluctantly checked the chlorine levels. He agreed there was little/no chlorine produced & said he would submit this to **** to see what action they wanted to take. He suggested we run our salt cell for at least 8 hours a day & add 2 gallons of chlorine and then there should be no further issues. He submitted a statement to **** that the salt cell had no *********** need to run the salt cell longer. We did exactly as he suggested & a week later noticed our pool was turning green with algae. We submit a recall claim with the **** and **** canceled the recall request stating there were no issues without coming back to check the chlorine levels or inspect the pool. He requested a report of the chemical levels in the pool which I sent him along with pictures of the green algae growing. He again refused to come back to the home to fix/replace the salt cell that was not working. He started to blame the green pool on "other components" of the pool equipment but would not specify any other potential causes. It has been a nightmare having Platinum Pool Care assigned to my claim & I strongly advise not to use this company! Check Yelp reviews, seems to be typical of this ***

  Business response

  05/22/2024

  We were sent a work order through First American home warranty company. We are a third-party that is contracted by the warranty company to go out to the property and report what our findings are. our report stated that homeowners salt system had failed and needed replaced. first American home warranties authorization department reviewed homeowners contract and authorized for replacement. First American home warranty company purchases all of our large parts. We installed the salt cell that was provided to us. We then received a recall notice from First American and we went back out to property. homeowner stated that the new salt cell was not producing chlorine. We found that all lights were green on the salt cell itself, indicating there was no mechanical failure. We also opened the chamber and you could smell the chlorine and that it was being produced within. there was zero chlorine in the pool, and that the homeowner was only running equipment for two hours a day. The recommended runtime for the manufacturer of the salt cell is between six and eight hours a day. With a chlorine baseline of 3 to 5 ppm. As well as proper conditioner for the Chemical reading. We then reported back to First American. Their authorizations department reviewed and made their decision. We do not make any decisions on what the warranty company is going to cover or not cover. If the homeowner was not satisfied with our findings/report, the homeowner has the ability to request a second opinion from the warranty company themselves. Again we are a third-party. We report what we see at time of service. We do not have a copy of homeowners contract we have to call into authorizations. They tell us how they would like to proceed.

  
  

  Thank you, 

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

  Platinum Pool Care Inc. 

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

  
  

  
  

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