Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a BRAND NEW spa on May 27, 2023. I was not in a rush for delivery as I wanted to ensure everything was ready for. It was delivered July 14, 2023. Prior to the delivery, I contacted Premier to again state that prior to delivery, please inspect for any damage and make sure there was none as I have had another company delivered damaged goods and did not wish to have that with this. I was told they dont deliver damaged goods. As it was delivered, the spa was dropped. It was also scraped up and had quite a few scratches and other areas of damage. I was on the phone and texted photos as the delivery was occuring to let them know. I even signed the delivery doc that it was scratched and damaged. Premier offered me a gift basket and said I would have to deal with the damage. This was unacceptable as I purchased brand new, not as is nor a floor model. I i tried reaching out because I wanted this rectified. I also contacted finance company to make them aware of the issue. It was not until a week later I was contacted by ***** with warranty. Again, i was told I basically have to accept it scraped up and scratched. Also, speakers werent working and jets werent working. I was willing to settle for them coming out to show me how to use it and repair it. Several days later I was called and told they would not come out as I accepted ut as is. I again reminded them that I wrote on the delivery paper work and texted/call with the issues immediatley. So basically I am stuck with a scraped up and damaged spa with parts not working and I have to accept it. I communicated with them via text since they were worried I would file a complaint. Nothing has been done and its been a month since it was delivered. I could understand if I purchased used or as is but I purchased new. I should not have to accept damaged. I also worry now that they will not honor the warranty as they could not even deliver an undamaged spa and refuse to even fix anything at this point.

  Business Response

  Date: 08/26/2023

  Hello ********* ******, 

  We do Apologize it took a week for our claims department to reach out to you upon your initial reported Issue(s). We currently have one Admin who operates our claim department and are hiring for assistance to better communicate with our customers needing services. We do apologize in the delay it may have caused you. 

  We do see in your complaint that you stated your electrician did not connect the tub until a week after delivery for you to even be able to report any found issues after connection.

  We must address the concerns you are now reporting to this BBB complaint that has never been brought to our service department nor our delivery coordinator as a reported issue, as we are aware you have both been in consistent communication. A claim to report a hot tub being dropped is crucial information to not report beforehand and or upon delivery to us. Instead you immediately reported to us scratches that were dirt marks that could be wiped with a rag and you also reported a dirt mark in one of your speakers demanding a refund and or new hot tub.

  We take pre-inspections of all our units and also photos and videos to cover our bases in situations like this. You will see that I posted your pre-inspection photos before the unit arrived to your premises. 

  To the day from delivery to when this BBB was posted, it has been a month since the tub has sat on your property.

  Dirt can be transferred to a unit upon wrapping for safety of travel, upon transit through delivery and upon delivering the product itself not too mention debris. 

  We have also uploaded the photos that you yourself sent to our claims department showing no sufficient issue(s) to report as a "damage".  

  We take our customers satisfaction upon delivery very seriously and want our customers happy with their results. So much so that we offered to replace your 4 corner panels free of charge but you rejected the offer and demanded a new hot tub claiming yours is a floor model. Your model is 100% brand new and came from our warehouse where we did your inspection video.

  We have record as all our communication in claims is in writing via email and or text for us to prove statements made on our behalf. Us keeping the service department in writing is not for us being concerned about a complaint as you can clearly see a complaint can still be made, but rather for us to have proof to cover our basis in moments exactly like this. Never once did our service director tell you to accept it as is. In fact, they specifically informed you that the scratches you were reporting were so minor that it did not classify to receive another brand new hot tub and or a technician to come for repairs. Scratches are also considered cosmetic issue and not a functional defect. They offered you a $300 gift basket and or to replace all your 4 corner panels. You rejected with the statement that you wanted every panel replaced and or another brand new hot tub.

  Once you reported your jets and speakers weren't working, Our claim director let you know she would send a technician but you yourself kept re-routing the conversation back to needing a replacement tub.

  Regardless, we have offered to send a technician to service your jets and speakers and replace all 4 corner panels to meet you in the middle. You have since rejected the offer and stopped communicating with the service department which now leads us here. 

  We sympathize with your concerns and can/will gladly send someone to replace your 4 corners to accommodate you. However, from our photos and yours this does not suffice for us to replace. Neither do the 4 corners themselves, but we will do that much for you if you allow us the opportunity. 

  We are willing to work with you but you must allow us the opportunity. 

  If you are wanting assistance, please contact ***** in the service department (whom you've spoke with before) and she will assist you. This is not an invitation for you to demand a replacement

  Customer Answer

  Date: 08/31/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  Complaint: ********
  I am rejecting this response because:
  The company was notified on July 14, 2023 during delivery the spa was dropped and there were scratches and such on the spa that were revealed AFTER the spa was unwrapped. *******, admin in shipping, was told of these issues and passed the call to warranty which, as a consumer makes no sense since this is the purchase of a "BRAND NEW SPA" that literally had just been delivered and I had not even had a chance to use it.  Additional pictures were provided that day but were just not included in the complaint as I only sent samples with complaint. When passed to warranty, I was informed that the company would only provide a gift basket for the damages as they are "cosmetic".  Again, purchasing something that is nearly $16,000 and being told I had to accept it scraped up and scratched is an unreasonable expectation.
  I will continue to question whether the spa was new.  The picture provided of the filter area which was wrapped in delivery has a brownish residue and aligns with a water line as well as debris in the filter area. This was photographed and provided to your company immediately upon unwrapping the spa once delivered and placed.  Even your inspection photos on the spa submitted in response do not include that area. Pull the metadata on my photo and you will even see it is time and date stamped to align with delivery time. The same applies to photos of the scratches and scrapes texted to delivery admin on July 14, 2023.
  It did take a week to hook up the electrical as I had to wait until the spa was delivered. It was delivered July 14, 2023. Upon the issues with delivery, I was awaiting hooking up electrical given this was a new spa that was scraped up and looked damaged. Again, I refer to attached pictures as it also looks used. I was awaiting to see how your company would address the issues. Once I spoke with warranty (which is ***** for the record), I indicated I would go ahead and hook up the electrical to see if it had working issues also. She was also informed at that time the spa had been dropped.
  As requested, I supplied the additional photos of the corners on July 21, 2023.
  Texted and spoke with warranty department on July 25, 2023. It was indicated that they would offer a check or replace 3 of corners.  Upon receiving that text, I called to speak with warranty. I informed them the speakers were not working and a set of jets were not working. I was also not provided the amount of the check they were willing to provide.  Again, given this was nearly a $16,000 purchase, I wanted to know how much I was agreeing to as for all I knew, they would send $50. I was willing to accept them coming out to provide the “White Glove Service” (basically they spend an hour showing me the spa), and the replacement of the corners as those were clearly flawed and discolored. I was willing to accept the scratched and scuffed panels. I was informed warranty would call me back.
  Warranty texted Friday, July 28th after 5:00 and indicated the owner wanted a video from further away. She did not call as previously stated she would. I declined and texted back that a video from a distance will not show the scratches and scuffs clearly. I welcomed the company to come out to look and we could discuss. I was also informed that the company would not agree to the “White Glove Service” since I accepted the spa. I reminded her that it was notated on the paper that the spa was scratched and scraped. Additionally, they were notified during delivery and immediately after. Sadly, at this point it became clear that I failed to do my own due diligence prior to purchase and they were not going to really do anything about this. I stated I would follow up with whomever I needed to as a consumer to rectify this as $16000 was an awful lot to pay for an item that is scraped up and scratched. If it is not acceptable with a new car, why is this different? Warranty was also informed in writing the speakers were not working and there were some jets not working. I did provide more pictures, some of which were from a distance as they requested, not a video. I offered to provide her with more photos up close of scratches and such. She did not respond.
  Warranty texted back July 29th that the scratches and scrapes are cosmetic and not covered under warranty. She indicated 4 corners would be replaced IF they are in stock but that was the best they were doing for me. She indicated they would address the issues with the speakers and the jets. For the first time, I was provided information on the speakers including the code which was NEVER even provided in the paperwork I received. I indicated July 29th after doing the troubleshooting, no speakers were found.
  Warranty texted August 2 to see if the speakers were working. I again stated no and was told they would send a tech.
  I contacted warranty via text on August 9, 2023 to follow-up on the tech. I was told they were looking for panels. No other information was provided. No tech scheduled.
  I followed up again August 18th via text. No response.
  No effort on the company’s has been made to even schedule a tech as they keep saying they will. I have the communication as well and there is absolutely no where in my text exchange with warranty where she tried to even schedule a tech. Please provide where your company even tried to schedule a tech because the response indicated you have tried. She has never once provided a date and follow-up has ONLY occurred at this point when I reached out. To say that I stopped communicating is a blatant lie.  Other issues have arisen with the spa but they have not even addressed the initial issues.
  Additionally, in response to your company indicating the spa has been on my property for a month and dirt has been transferred, that fails to address the initial issues. I was willing to compromise and your company flat out declined it and has continued to say I will just have to deal with the scratches and such.
  To resolve this issue at this point, I am asking that the company please fix the functionality issues which were reported at the end of July and adhere to the warranty for repairs. Additionally, I agreed to purchase a brand new spa and not a used, as is model nor floor model. However, I have a spa with quite a few “cosmetic” issues. As the company was unwilling to provide the “White Glove Service” in exchange for accepting those cosmetic issues, I am seeking to have $2000 refunded to my account. I look forward to resolving this.
  
  Regards,
  ********* ******

  Customer Answer

  Date: 09/02/2023

  In good faith I have tried to compromise with the business. Any suggestions on next steps? Paying $16000 new for something and told I have to accept it when it is damaged just seems crazy to me and they keep pointing that all sales are final. I have no problem paying for a new spa. What other recourse do I have as a consumer?

  Customer Answer

  Date: 09/07/2023

  I can't make this stuff up. The company offered to send a tech Friday...but he currently has ******..It's THURSDAY...I am open to any ideas in dealing with this business please

  Business Response

  Date: 09/09/2023

  Please Provide proof that you have reported a tub being dropped to either department. As you yourself have submitted screenshots of your conversation with the admin and never once mentioned a drop nor is it shown in any of the screenshots you submitted. We have a record of all communication with you within the claims department, we have record of all your reported issues and never once have you mentioned a drop. This is a very serious matter to forget to mention and as adamant and consistent as you have been in regard to minor scratches, you would think a drop would also be reported. As a small Business, We take false claims very seriously; Especially when we have been working with you in providing a resolution that satisfies you.  ***** in our claims department was also not informed of a drop; as again, your communication has been strictly in writing. We will not tolerate false claims due to frustrations. We will only address the very exact issues you have reported to the service department, none of them being a dropped product.
  These constant false allegations are exactly why our claim department stays in writing. We understand your frustration in them not returning calls the very second you call but you have been communicated with as we can see on our records. Conversations over the phone in these matters only lead to miscommunication and hearsay and we prevent those issues from arising by keeping service in writing.
  If you purchased a Floor Model or a Used model, you would have been provided with a discount on the MSRP. You purchased a brand new model that we have already sent videos being uncrated and inspected by our warehouse Hence, proving it was in fact a brand new model. Dirt and Debris on the side of your tub does not qualify as "Damage". We will quote your own rejection - "I declined and texted back (claims) that you could not see scuffs Cleary from a distance". The "Distance" you speak of is you standing physically right in front of your spa. You have also provided those photos and nothing is seen but dirt and Debris. You explicitly zooming in to locate "scuffs" as you yourself called it, does not qualify as damage. Your tub is operational, functionable (with the exception that the warranty department is aiding regarding your jet and potential speaker) and was pre-inspected before it left our facility. We will again mention the process of relocating the tub from the truck to your property, as it is a common issue that sand and other Debris will apply in transit especially after a month of sitting on your property.
  The correct reasoning you were not provided with white glove services is due to you requesting a $1,600.00 service that you did not purchase yet offered in exchange of your scuffs. This is an unreasonable exchange. You are also making false claims that you have been willing to compromise. Unfortunately, BBB only allows us to post a maximum of 5 files for us to post the lengthy conversations you have had within the claims department. If you were "willing to compromise" , this would have already been resolved. The issue that stands is that you declined every offer the warranty department offered you and demanded them to honor your wishes- Being to replace the hot tub with another brand-new hot tub that will result with the same debri upon delivery or to replace every panel on your current spa that we see no sufficient "damage" on. The very same way you are now requesting to be refunded for more than what the white glove costs are, another unreasonable request. Your "Scuffs" do not suffice as a $2,000 refund value. 
  The issue(s) that you have in fact reported that we are honoring, is your jet and potential speaker issue. We will solely honor providing you a technician to repair/resolve those 2 issues. The dirt scuffs do not classify. 

  
  We wanted to provide photos of your conversation within claims as we noticed these are screenshots you choose to not share in your defense.
  Please note- Pdf 1 titled “****** 1st  offer” occurred July 24th. Our claims department spoke with our VP and provided the outcome that we can cut you a check or replace 3 corner panels. Your response being that all panels were needing replaced and now mentioned a cover.

  
  July 25th the claims department reached back out to you asking for photos of the cover in which you responded, “will do”. We never received those photos. Service reached back out to you on July 28th (also proving you were not always the one always having to reach out first, we are only human too) and reminded you for photos in which you responded “No”. Hence pdf provided listed “****** & claims” .After them confirming it is the only way they can assist you, you then finally provided photos but still not what was requested of you for them to assist you but you instead kept sending photos of your scuffs and asking when someone would come out.
  You refuse to work with the warranty department in providing the information they need to provide you with a full resolution. Hence the second pdf we provided called “****** & Claims” where you let them know your hot tub was “cutting on and off”. Their first concerns were your electrician connecting something wrong and or not providing enough voltages. Your response to them trying to assist you was “It’s not electrical”, correcting them to address you as “*********” and ended it with “Have a great day :) “ .
  
  July 29th- Pdf titled “****** offer 2” was when our service department confirmed their final resolution for you. Being to replace all your corner panels instead of the 3 you reported to satisfy you and still provide a technician to assist in your jet issues as that issue stands to be under warranty.  Your responses completely dodging their offer and we will quote your response being “I have filed with the BBB in hopes of rectifying this as additional issues have arisen, and I can’t even get the initial issues taken care of” yet did not clarify what the additional issues were.
  Time after time we have seen the warranty department try to re-assure you that they would take care of you, each time you declined their assistance or gave them a very hard time.
  
  Our final offer for you effective posting this response 09/09/2023 – We will provide you a technician to come on field to service your jet and potential speaker issues as we understand this is an issue that stands and deserves to be rectified. We will also provide you with 4 corner panels instead of the 3 you reported to provide you with all new corners. Please get in touch with our warranty department for them to confirm stock of these panels and if the technician they provide can also install them for you.
  We will not offer any refunds, re-imbursements and or exchanges for your minor cometic issue.
  We recommend you allow our warranty department to assist you moving forward as you have a 25-year warranty with us and for any services, You will speak with the same warranty director being *****. This is not the way we want to start our 25- year relationship.
  Please allow them to assist you in your requested services moving forward so we can rectify this together. 

  Best Regards, 

  Customer Answer

  Date: 04/03/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because it contradicts the business’s own responses to the initial complaint. 
  1.The business never once provided an option to go through the delivery company’s insurance. Had that been an option, I would have done that.  I refer you to the attached initial complaint and Premier’s initial responses.

  2. I have attached the generic manual and paperwork from purchase. Both contradict one another as to warranty information. Manual is generic and does not provide info on my specific spa.

  3.*** ******* had previously never reached out to resolve this complaint until after I posted a ****** ****** 2 months ago. Even then, his response was an email of his response to the review. He never even responded when I followed up.

  4. I refuse to pay a warranty fee (supposedly $200 plus labor) on issues from a supposedly brand new spa that was DELIVERED DAMAGED and had not even been used., especially when I followed their own procedures and NOTHING has been done.  That is INSANE!

  5. I seldom call the business because they never return calls so I mainly email and text. Attached are emails they seldom responded to. The number I was provided to text to hasn’t responded since February. I sporadically texted for updates. Supposedly panels were ordered in August last year and again maybe in December and again February 8…….

  We could go back and forth all day but I stand by my original complaint which has remained unresolved.

   

  Regards,

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

• Initial Complaint

  Date:08/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a custom kitchen over 8 weeks ago. I Paid cash 20 grand. Still didn’t receive kitchen set. Just retired military for 28 years still waiting to enjoy kitchen. Called, visited show room talk to sales manager, production manager, and sale person who sold me kitchen. All of them giving me run arounds and no call backs on status. Premier Leadership please resolve my problem professionally. I feel robbed and taken advantage. I am happy with a refund also if that is I option cause I’m tired of no closure. ??

  Business Response

  Date: 08/09/2023

  Mr.Abregano ,

  We have confirmation that you spoke with our production manager and visited the production shop to put eyes on your kitchen status and detail on 08/09/2023. 

  We have been notified and informed that your sales person (who is no longer here for reasons exactly like this) made many discrepancies on your mock-up design template. 

  We are deeply sorry due to the unrealistic time frame you were quoted upon initial purchase for a custom kitchen to be made successfully and are very grateful for the issues that were found once we discussed this with you. 

  Effective today 08/09/2023, we are re-drawing your template to provide to the production facility.  

  We want you to know that we are making you a priority due to your experience as we strive to make our customers happy with their results. 

  Our production manager will reach out to you within 24-72 hours, once he receives and reviews your new template to provide you with a new time frame and deadline. 

  We appreciate you coming in today to speak with us and handle this matter so we can come to a successful resolution. 

  Please do not hesitate to reach out to us for any further assistance. 

   

• Initial Complaint

  Date:07/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 14 we paid $15,000 to Premier Outdoor for one of their floor model hot tubs. We were told they would spruce it up like new and deliver it to us. They delivered the hot tub with a cracked panel and dirty head rests (they claim to have ordered a new panel for us, but no idea when it will arrive). They gave us an owner's manual that does not go with the hot tub, so I really have no idea what model I truly have. We hired a very respected electrical company to wire the hot tub. THey did and all seemed to be in order until we tried to turn the heater on. That functionality does not seem to be working. I have called multiple times trying to get someone out here, but they have ONE employee that handles claims and she has been out of the office. Additionally, this hot tub has been listed for sale brand new on their website for $12k since the day we purchased (perhaps before and we failed to notice). This company offers zero customer service. At this point I really just want someone to get the heat working and I can live with all of the other failures.

  Business Response

  Date: 07/29/2023

  This customer walked in our showroom and purchased a floor model with their salesperson. Due to them purchasing in store, They were fully aware this was a floor model filled with water and has been for as long as it has been on the showroom. You received $3,000.00 off the original cost for the floor display model. You in fact even asked us in the exact words "why is it so cheap?" , so we are more than aware that you yourselves know you received a great deal due to wanting our display floor model. 

  
  Due to this being a floor model that carried water in it, there is absolutely no way to "spruce it up like new".

  We informed you that we would clean and re-condition to our best ability as we knew it would not look brand new considering it had water sitting inside for months before you purchased.

  We cleaned the insides, changed all your headrests out with brand new headrests and changed out your filters. 

  
  You/your husband reported the cracked corner panel upon delivery and we immediately notified you that we had to put one on order effective July 5th 2023.

  Please keep in mind although the corner panel may be cracked, this is an external eye sore and not a functionality issue. This issue was handled the minute it was reported, We are simply waiting on the replacement panel to arrive so we can exchange this for you. 

  
  We do currently only have one person in our warranty department However, We are aware she has been in communication with you and assisting with your situation. Maybe not in the time frame you would prefer but at an efficient enough rate to still assist multiple customers in her day. Please do not forget, We are still humans who are trying our best with what we have to work with. We should not be blamed for the quantity of staff in an department ,especially when your issue was handled the day you reported it. It does not justify the issue reported at hand.

  We are a business who offer limited time promotions. Our promotions and prices are subject to change like any other business consistently running specials. 

  As far as our heater issue, you called in our office 2 days ago to report you fixed the issue and found it was something you did on your part. We are glad to hear that was resolved. 

  If you are wanting updates on your panel exchange, You can re-direct to calling Mrs.***** in the warranty department for assistance. We are sure she will take care of you! 

• Initial Complaint

  Date:07/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a prefabricated outdoor kitchen from Premier Outdoor USA, approximately $25,000, on June 27th. This kitchen was already built and ready to ship. We applied to and was approved on financing for the purchase, from GreenSky and a TD Yard Card. We had asked originally that these trade lines not be maxed out, we didn’t have a problem placing a larger deposit to make sure of that. This didn’t happen, unbeknownst to me, they maxed out the two credit lines, above their credit limits, causing a drastic decline in my 80 7credit score. When confronting PremierOutdoor with the issues, they simply chalked it up to a misunderstanding and said I signed on the dotted line. I spoke to the Accounting Director and the Salesperson that initially sold me the kitchen. The end result was they couldn’t or didn’t want to solve this situation. Fast forward more than two weeks, we still don’t have the outdoor kitchen, that was really to ship, because of some kind of countertop issue that has no explanation. I’ve called up more then 5 times, and don’t have any more data, other then the countertop challenge. I recently, today, spoke to a very rude individual, who identified herself as “V”, and said she was the General Manager, with only the President above her, giving me a **************************** address, to reach the President. I asked to cancel the order, refund the money, and be done with this, as the product was not built as advertised to me, nor have I received the product. I was charged for a product that was “already to ship”, and am no paying for a product I haven’t even received. If this was a product being built, I would have not purchased; now would I have authorized the charges. I haven nothing, other then a deposit receipt, and nothing else at this point, I wasn’t sent able to, and still unable to get any other documents. I have not received any delivery updates, nor even an original delivery notice. This is a fraudulent transaction, in my eyes.

  Business Response

  Date: 07/29/2023

  *********** It astounds us that you claim to be unaware of all the documents you signed upon initial purchase to purchase your kitchen. 

  You decided to make the decision to finance your kitchen. We can only assume you are aware financing anything in life runs credit. You also signed all of ********* and ** ***** finance agreements which broke down this information for you showing you your monthly payments and costs breakdown.

  We understand you were eager to make your purchase but we can not be responsible for you not doing your due diligence on your part and thoroughly read what you are signing for as we are fully aware, this is discussed and elaborated in detail by our sales reps and disclosed within the contract itself.

  We do not limit our customers to only financing as a form of payment, we also offer Credit/Debit, ACH transfer, Cashier Checks, etc. You made your decision that you felt best suited your needs in that moment. 

  You also signed a contract that sales are final, especially when purchasing a floor model kitchen as is in its current state and condition. 

   

  Where we will gladly hold ourselves accountable, Is in slight delay in your Delivery. Your sales person is no longer part of our company and unfortunately did not pass any documents over to the delivery coordinator for us to be aware to assign you a delivery. This is not at all your fault nor issue, but the truth that stands. 

  You called the store and spoke with ********* who is the delivery coordinator and she informed you the inspection had to be completed and she could assign delivery. 

  A floor model item is never "built ready to ship" simply because it is assembled on our floor. Consumers are unaware of the shipping and inspection process we take in the back grounds to ensure you have a smooth delivery. 

  We still have to disassemble the kitchen and appliances, label templates for rebuild guidance,  inspect for damages and crate all items in a matter of proper support for travel. It is a slight process we have to take before we set up your delivery. 

  Our calls are recorded and you did not give us the chance to explain this process/situation. You instead blamed us for your credit score drop , persistently bashed us and our ethic, just to tell us to cancel your order and hang up.

  You persistently mentioned you were quoted 2-3 weeks for delivery by your sales person . When that phone call was had, we still had 6 business days before it was considered the 3rd week. We still complied within your timeframe but you yourself refused to accept delivery at that point.

   

  Our delivery coordinator then made a second attempt to assign you a delivery the next day being 7/19/2023 in hopes that your anger lightened. 

  We could've and would've delivered within 2 days after that call being made (still giving us 3 business days before your 3rd week). 

  We did not void your contract, in fact we were still within its time frame even with the small interferences where we had to catch our bearings as your salesperson was no longer here to guide us nor assist. 

  That second phone call went exactly the same as the first and you refused delivery and told us to cancel your order although you are aware that is not an option.

   

  You made your purchase with us for your kitchen on 06/27/23.

  You could have had delivery and possession of your unit by 7/19/23 but you instead choose too and continue to choose too blame us for your credit score dropping as an excuse to refuse your delivery. 

  We will not be providing a refund as we have not done anything to void the contract you signed. 

  We can only hope you yourself comply with the contract you signed and accept delivery of your purchase so we can move forward with this transaction. 

   

  Business Response

  Date: 08/12/2023

  We are compelled that you claim you have had no communication besides posting a BBB review. 

  You denied to assign a delivery date with our delivery coordinator, twice. Notice, this was before a review by you was initially posted. 

  Your reasoning being due to your credit score decrease due to you deciding to finance your unit. 

  Please note, Premier Outdoor USA gives every customer the choice and opportunity to decide which method of payment best satisfy their needs:  to finance, pay cash, cashiers check, ACH and more. 

  we have record of reaching out to you 07/19/2023 (The very same day you posted your review after speaking to a delivery coordinator ) and 07/20/2023 , in which both days you declined and refused to accept a delivery. 

  we have "failed to deliver goods" as you state, due to you refusing to accept them. This is not on our behalf but yours. 

  Hence why TD Bank has resolved this case in our favor as of yesterday 07/11/2023. 

  Effective Today 08/12/2023, we will be sending you a written email allowing you 4 days to respond with a deadline of 08/16/2023 to assign a delivery date. 

  We look forward to seeing which route you would like to take from here. 

  Sincerely, 

   

  Customer Answer

  Date: 08/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:  I’m not participating in this back and forth, any further that I already have.  You know darn well this isn’t true, and the answers hold striking similarities across most of these answers.  Just answer the communications sent, outside of the BBB, which are admissible. 

  Regards,

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

• Initial Complaint

  Date:07/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Top is cracked in half It also has an unfinished surface and does not match the rest of the kitchen it does not match the photo of the unit I purchased Several missing lights Several Lights ripped off Egg chipped It came with zero hardware and brackets No brace for drawer Missing 3 of 4 corner edges No directions It was supposed to take 7 to 10 days to get it but it took 3 months Top surface is not food safe and not the one in the picture of what I ordered I was told a part broke so they we’re waiting for it. I’m assuming it was the top and the one they sent was an attempt at matching but now it’s broke in half and doesn’t match. I’m afraid if it was put together the grill would fall through. Wire's cut to the lights, grill and refrigerator. Would take an electrician to re-wire. Lights missing wires cut Missing wires Cracked and unfinished surface Electrical plug cut to the grill and refrigerator. This outdoor kitchen is completely unusable as acknowledged by Premier Employee "Britt" who handles claims. With the electrical cords cut on the grill and refrigerator I’m assuming the warranty is void as well I was told by ***** from Premier that they acknowledge the unit is unusable but they still do not give refunds. I'm out almost $11k and they seem to think it's a problem with the shipping company. It's clearly a problem with the product they sent! It's 100% NOT Useable but they will not give me a refund.

  Business Response

  Date: 07/29/2023

  Good Morning Mr. Wiest, 
  
  
  I am aware Mrs. ***** in our warranty department has been assisting this situation with you. 
  I am also aware after investigating, that the issue that stands is you signed for the acceptance of delivery specifically stating "Chipped, Accepted as is".
  Please review the attachment I have provided of your Delivery acceptance form with your signature. 
  
  
  
  
  Due to you signing clarifying you accepted the damage(s) as is, this tied our hands in vouching for your claim on our end. 
  
  
  
  You did not simply state damages but confirmed your acceptance with the damages and its condition of state, Hence "Accepted as is" , instead of listing the issue(s) found. 
  
  
  Due to your acceptance of the delivery and its condition of state, we could only vouch so far within this claim with Global Tranz.
  
  
  Mrs.Britt notified me that you mentioned the driver themselves signed for you and that you did not sign for this. 
  
  
  In that case, You would be claiming fraud. This is something you will have to take up between Global Tranz and or the carrier specifically being R & L carriers. 
  
  
  If you are wanting to put in your own claim, You can put one in through the carrier themselves being Global Tranz. Please review below of how you can get this started: 
  
  
  Any problems with delivery, please contact Shenelle Garrison at [email protected] or (317) 736-0340 to begin your claim process.
  
  
  
  Please let us know if we can guide you and answer any additional concerns you may have. 
  
  
  Thank you! 

  Customer Answer

  Date: 07/31/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20319384

  I am rejecting this response because:

  Yes, this is my signature but I did not write "Chipped, Accepted as is".  You can clearly see by the handwriting it's not the same as mine.

  I was on the phone with ******* ****** when the driver was here and she said "do not refuse" the delivery.

  I'm also claiming this was a "bait and switch" as it's obvious the top is not even finished or food safe but the picture in the add showed a completely finished product.

  Again, this unit is completely unusable and it was not the fault of the delivery people, you just sent an inferior product and charged over $10k, now refuse to back it up.

  What good is a "warranty or guarantee" if it doesn't work when it arrives?

  Regards,

  T**** *****

  Business Response

  Date: 08/09/2023

   

  Premier Outdoor USA does not handle any moving or delivery
  Please note – Premier Outdoor USA is not responsible for any damage caused by the moving company as the Moving company is a 3rd party company and has no affiliation with our company.
  We have submitted the contract of your delivery procedure that will thoroughly explain this process. 
  You were advised by our coordinator not to refuse delivery as it is in the contract with the 3rd party transportation. However, You were also advised to notate all damages. "chipped"  did not suffice to the extent of damages you experienced. Which we can clearly see form the photos your provided. 
  Although we vouched for your claim with Global Tranz/Freight, They rejected our initial ticket due to you signing "accepted as is". Our hands were immediately tied due to this notation. 
  If you are claiming it is not your handwriting, you are claiming fraud which we take very seriously. 
  If this is the case, this is something that should be handled directly through them as on our end, we simply coordinate pick up and drop off.
  
  We would like to add that your contract also explains that if you are unable to take delivery for any reason, it is the 3rd parties responsibility to drop off your product(s) on site,in driveway or garage and charge you a re-delivery fee.
  Freight initially attempted to do so, as you were rejecting delivery. Yet, our delivery coordinator called their supervisor directly and vouched for them to assist you in re-delivery due to your hernia and personal complications. 
  A re-delivery can range from $300+ and we ate this cost for you to assist as we want our customers satisfied with their experience on our end. 
  Your issue(s) here are not through us but Global Tranz/Freight specifically. 
  Moving companies such as Global Tranz contain the proper insurance to defend these escalations. 
  It is our best recommendation that you take these further measurements directly with the carrier especially if you are claiming they committed fraud on your behalf. 
  Please note, you can always call our main office for guidance or speak with Global Tranz customer advocacy team. 
  

• Initial Complaint

  Date:07/05/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  premier outdoor use has take $9129.52 has not delivery outdoor kitchen

  Business Response

  Date: 07/22/2023

  Custom orders / Production units - Any units that are custom orders or items that need to be
  modified such as outdoor kitchens –  60% payment is due at time of order
  and the balance 40% is due at the time of manufacturing completion.  You made your final payment with us on May 31st 2023.

  We do not accept ******** ******* as well as **** *** Cards, *****, etc. We do this for security reasons as well as many other businesses as it is within our rights on what forms of payment we will accept.  

  Your kitchen was completed and scheduled to be delivered originally on June 8th 2023. A week after you made your final payment.

  Our delivery coordinator has reached out to the purchaser (being your mother) June 2nd to assign delivery confirmation. In order to receive a confirmation of your delivery reservation date, we require a video of our customers pathways so we can ensure a smooth delivery and identify any potential interferences. This is not our way of "finding a reason to not deliver". In fact, if you all provided the video in time, the delivery would've been confirmed. We finally received a video of your pathway on June 7th at 6:00PM (day before delivery upon us closing for business) after you came into the store with your mother to argue we didn't need a video because you "promise" you had plenty of space. We have policy and procedures to ensure our delivery teams safety and our customers satisfaction. We typically re-schedule if we do not receive these videos in time to ensure a smooth delivery process, We kept yours knowing how adamant you were on your date and made it happen.

  Unfortunately, Once the production facility brought your kitchen over to us to deliver, Your sales person noticed discrepancies in size and immediately called you to notify you. She made you aware of the issue found and let you know it was 1 foot too big due to the countertop extending from the kitchen base and made you aware of the grill as you stated yourself.  upon you learning this information, you yourself requested us to rebuild it completely instead of modifying your adjustments and also came back into the store weeks later to change the color of your kitchen with our production manager . Your kitchens current delay falls on us accommodating every request and change you made as we want to provide you with what will make you happy.  

  As far as June 23rd, it was not ******* that your mother spoke with. She spoke with our receptionist who then went to speak to our production manager to get a status and unfortunately our production manager confused your mother with another customer telling her it was ready for delivery as they have a very similar last name.  Your mother than asked ******* when she could do delivery and ******* gave the date under the impression it was completed as they were informed with the wrong customer. We run a business but we are also humans who make mistakes. We also hold ourselves accountable enough to apologize when we are wrong. 

  Where we now stand, your kitchen has been requested by you to be completely rebuilt from scratch and we only received the color you wanted roughly 2 weeks ago. We are working diligently and efficiently on your production making you a priority and even pushed some of our customers back further to complete yours as fast as possible. Of course with their approval as some of our customers are not ready to accept their delivery. We strive to meet your expectations and can only attempt to make up for it with providing you this kitchen.   

  You will soon have a beautiful kitchen on your property! 

  Customer Answer

  Date: 07/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Regards,

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

• Initial Complaint

  Date:06/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased this kitchen on March 3, 2023 specifically for an event we were having at our home on May 13, 2023. We were assured at purchase that we would have it installed long before that date. We had to rearrange several work schedules to accommodate the no shows and sheer unprofessionalism from this team. We had Gas companies lined up to connect the grill that had to be rescheduled several times as well. During the event that we had on May 13th, we had a unit that was still missing the front doors with speakers that couldn’t be used. We had several days that we took off work to be home for them to come and they would not show up. The unit is still not 100% complete. We tried to return it so we could purchase something else to have in time for our event and they denied us. Very frustrating dealing with this.

  Business Response

  Date: 07/01/2023

  Good Afternoon, 

  We do apologize as we have a new *** ****** and are re-starting systems completely. With that, came some information being lost within the transition. 

  With that said, We last have on record that someone was sent out to you to assist with your speakers in May, that was the only issue we have reported on file.

  Please make sure you are reaching the correct department to receive an efficient resolution. 

  Please call our main office and speak to the claims/warranty/parts department to schedule repairs if you are needing more assistance or is something else has arised since last service. 

  You can reach ***** in claims at ************  and speak with her to have someone come on field and diagnose your concerns. 

  Thank you!

   

• Initial Complaint

  Date:05/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I signed a Purchase Agreement on 1/31/2023 where specify a delivery date 4/15/2023. At the end of April I called Premier Outdoor USA, because they never call me to provide explanations of the delay. On that call they told me the order will arrive by mid May (one month later). I make another call on the third week of May, (again, they never call me to provide reasons on the delay), and change again the delivery date to mid June (an additional month, so 2 months of delay). I have being paying the Financing to **** (to avoid affect my credit) for an equipment that I do not have. I called **** and told them I want to cancel my financing because I do not have the equipment. They told me they can definitely can cancel/close my account if Premier Oudoor USA return them the money. Premier Outdoor USA do not want to cancel the order either provide me a true status of my order. I want your help to force Premier Outdoor USA to payback **** and cancel my order. Regards, ******* ******** *******

  Business Response

  Date: 06/10/2023

  Hello !

  Although your sales person can provide you with an estimated arrival date upon initial purchase, Please note this is strictly a rough estimate. 

  Pre-orders typically take 12-25 weeks to arrive as you are purchasing an item that is not in-stock. 

  Delays do happen but early arrivals also happen, Unfortunately yours fell into a delay. 

  We apologize as we understand you are eager to receive your product.

  With that, we have great news and your spa has officially arrived to us June 8th!

  We are inspecting the spas and our delivery coordinator will reach out to you shortly to assign you a delivery date and go over your details once inspection is complete!.

   

   

  Customer Answer

  Date: 06/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20120509

  I am rejecting this response because:

  The ETA I signed and agreed was 10 - 12 weeks the due on April 28, 2023.

  Regards,

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

  Business Response

  Date: 06/13/2023

  We again must address that an ETA is strictly an ESTIMATED time arrival. 

  We have no contracts that state an exact date of delivery. especially on our pre-ordered items.

  A delivery coordinator will be giving you a call shortly to set up a delivery date with you as your spa has arrived and completed inspection. 

  Best regards !

• Initial Complaint

  Date:05/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 6, 2023, I went to the store Premier Outdoor. Spoke with *** ****** ****** Phone Number: ************* We (my partner and I) chose a Spa model SR-806-A priced at $13,999 which we said was too expensive. *** ****** went inside and office and spoke with someone inside an office and immediately came out of the office saying it has been lowered to $1,000 less discount. So, the price *** ****** offered us was $12,999 plus an additional $399.00 for delivery, *** ****** also asked me to provide him with a Dr’s note to remove the tax price. (Dr’s note is attached) An additional amount of $400.00 was added. When we asked *** ****** why is that amount added? He stated that it’s the price for financing it that it’s the price that the bank charges. We went ahead and made a down payment to bring the monthly payments down some. We paid $2,398.00. Delivery was on April 29th, 2023. A few days later I received the balance card (Jaguar Power sports), showing a total debt amount of $11,525.00. When I called them, they said they’d only charge a financing fee of $125.00 for the promotion of 54 months and they weren’t responsible for the $400.00 that the business had added. We went to see if we could speak to *** ******. We were unsuccessful in finding him. We wanted to complain about the scratches on the side of the spa and the rotors were not functioning. A manager gave us an explanation and stated that *** ****** would be contacting us, after waiting a few days I was given a number to customer service. I spoke with Ms. ******* ************** She was there and translated for us, to a *** ******* *** ******* assured us that she would send a specialist to take care of the problem that the spa had since date of delivery. After a few days of us visiting the business numerous times we were told that all the employees were fired and on Friday 5/12/2023 we spoke with the new manager. We explained everything that had happened. In less than a month, now with the new employees the Spa price was now down to $11,999. The new manager said he would be speaking with *******. There is a big difference of $1,400 and the malfunctioning of the Spa and the scratches. Up until now I have yet to hear from them, no phone calls or communication to give us a resolution. I believe the previous employees that sold us the Spa may have added more to the price, and with the business taking so long to respond to us to reduce the price. My calls and messages to ******* have gone unanswered to date. Desired Outcome: I would like to resolve this problem which is to get my Spa water recycle problems fixed, the scratches on side of the spa and to be refunded $5,000.00. They have done me wrong, and I would like to also have the company contact me and have communication with me so that we can resolve the problems that we have had from day one.

  Business Response

  Date: 05/23/2023

  There are many errors and false accusations within this complaint. Your sales person is no longer with us but all our employees were not fired.

  You spoke to ******* and no other manager as she is our only manager. ******* had to provide you with a translator as you spoke no english, in order to be able to assist and find what the issue itself was. 

  Our translator made it very clear to you that a technician will call you directly to set up a service date as we are unaware of your personal schedule and availability. We also made sure to ask if you would have someone who could translate to assist you. This recorded conversation fell on 5/12/2023. 

  We immediately provided you with a technician who called and left a voicemail that very same day. 

  As of today, we have records from our technician that he has left you 3 voicemails and is still not hearing back from you. ******* has also called you and left 2 voicemails and texted you since then with still no response. 

  We can not assist you if you do not communicate. If you are needing a translator, we clearly will be more than glad to provide you with one as we have before. 

  If you want assistance, Please call our main office directly. or call the technician back directly ( George)  that has been trying to reach you for 2 weeks. 

   

  Customer Answer

  Date: 06/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  I do not agree since it is embarrassing to know there are companies  like yours with arguments without solid want to justify the unjustifiable, I wonder why in the store where I made the purchase most of the workers are new to their employment and why was *** ****** ****** fired, he immediately dropped the price of the same product $2,000.00 you do not want to take responsibility as a company and this does not make you reliable. thus damaging your prestige as sellers. I want to remind you that I called again the lender bank and the department assured me they never request $400.00 for loans. Referring to the steps *** ****** ****** spoke of them and we trust him since at that time he represented your store not in a personal capacity. Not only replacing workers fixes the problems. but acting honestly and compensating for the damage to consumers.

   

  Regards,

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

  Business Response

  Date: 06/10/2023

  We can only sympathize that you don't agree with our prices. 

  An employees status of employment is confidential business information and does not relate to your concerns.

  We stand by our response and take full pride in our prices  

  Best regards 

   

• Initial Complaint

  Date:05/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a swim spa from the company and paid them $23000 as down payment on 11/23/2022. The product was supposed to be delivered within 12-16 weeks but we have been getting the run around since day one. We have been giving new delivery dates for months now, latest this morning , another 4 weeks but no promises.

  Business Response

  Date: 05/23/2023

  Pre-orders are items purchased that are either out of stock or being put on order, Pre-orders  with us are typically quoted with an estimated time arrival between 12-16 or 16-24 weeks.

  Please keep in mind although we can provided an estimated time arrival, this is a rough estimate and delays could potentially happen just as early arrives could and have happened.

  In your case, your arrival was having a delay and is anticipated to arrive within 3-4 weeks. 

  Once your unit arrives and is inspected, We will have a delivery coordinator call and schedule you immediately. 

  Customer Answer

  Date: 05/23/2023

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

  I am rejecting this response because:

  Regards,

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