ComplaintsforPremier Pools of Central Florida, Inc.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have purchased two residential pool/spas from Premiere in the past 7 years. Although the first project wasn't perfect (none are), I relied on familiarity (I know what I am getting) and maybe relied too much on thinking my loyalty would impact the second project. They came in higher than the other bids, however I chose them per above. There was one significant mis-alignment that they argued and I let it go. There was a miscommunication regarding a gas chase line (20 ft of empty pvc pipe) and charged me $700 to bury that. But wasn't until until the plumbing was installed that I became concerned about their ethics. They installed their plumbing on the property line, partially into my neighbors yard. I ran into it when installing my fence. They said they could move the plumbing but would have to move my A/C units. Because I knew that would be very expensive I got verbal permission from my neighbor to leave the plumbing as is. Premiere requested that approval in writing and that I would have to pay for repairs if they had to move them later. I gave premiere written approval per their request. Now my neighbor changed his mind (6 months later). The A/C units did not need to be moved, to me that was Premiere using that to avoid the work on their dime. They are charging me $8,250 to move the plumbing. They are also removing part of my fence (I’ll have to pay the fence company to reinstall it). I will also have to replace shrubs, sod and mulch when complete. They know I will use them to do the work because I’ll lose my warranty if not. I know they have me in a corner, but they shouldn't be allowed to take advantage and over-charge me. With me finding out they installed on my neighbors property by chance, them telling me the A/C units would need to be relocated to move the lines - forcing me into the agreement that cleared them from future damages, they should cover at least half the costs. It is clear they have marked this up significantly.

  

  Business response

  05/31/2023

  Dear Mr. *******,
  Thank you for reaching out to us with your concerns regarding the change order estimate we provided for the plumbing issue that arose during the construction process. We appreciate your feedback and the opportunity to address your concerns in detail.
  
  We understand that you believe our pricing for the change order may appear as price gouging. However, we would like to assure you that our approach is rooted in a thorough understanding of the project's requirements and a commitment to delivering the highest quality workmanship.
  
  Prior to commencing the construction, we conducted a pre-construction meeting where we discussed various aspects of the project, including potential issues that might arise during the process. Specifically, we anticipated the plumbing issue that has now necessitated a change order. By addressing potential challenges ahead of time, we sought to minimize disruptions and ensure a smooth construction experience.  Unfortunately, now that you have reached a different decision after the completion of the swimming pool than was discussed at that time,  we are required to come up with a plan to try to resolve this issue without moving your a/c unit.  This solution is not ideal by any means and truly would have been best resolved at the start of the plumbing phase by means suggested by our company at that time.   Instead your wife gave permission on September 22nd, for the plumbing to be installed as it currently has been and also confirmed in her email your neighbors permission to allow us to do so as well. 

  
  Furthermore, during this meeting, we clearly explained the potential risks associated with the plumbing system and the additional work that might be required if certain complications arose. We provided you with detailed information about the estimated costs involved, allowing you to make an informed decision regarding the acceptance of responsibility for any unforeseen plumbing work.
  
  We take pride in our experience and expertise, which enable us to anticipate potential mistakes before they happen. Our pricing for the change order is based on the actual cost required to complete the plumbing work to the highest standard, factoring in skilled professionals, quality materials, and necessary equipment.
  
  As a company, we strive to maintain transparency and fairness in our pricing. We do not engage in price gouging or take advantage of our customers. Instead, we prioritize delivering exceptional results and ensuring customer satisfaction. We understand that unexpected costs can be frustrating, but please be assured that the price reflects the actual expenses involved in resolving the plumbing issue.
  We understand that you have found another company that is willing to complete this work for a price satisfactory to you, as a resolution we would like to offer our underground lifetime plumbing warranty to remain intact for all plumbing outside of the scope of work completed by this third party.  Should this resolution be satisfactory PPCF will provide an amended warranty document reflecting this agreement.   
  

  
  

  

  Business response

  06/16/2023

  Mr. *******,
  No pool contractors bury plumbing lines under a/c units as standard operating procedure.  Prior to work commencing you were presented with two options; move the A/C unit temporarily to allow for the plumbing lines to run on your property and have the equipment in its current location or move the equipment to along the side of the pool deck.  Unfortunately, neither of those solutions were agreeable to your wife and you, therefore the only other option was to have plumbing installed as it currently is.     The new solution suggested to install plumbing under and around your A/C was only offered to help resolve the situation and as we mentioned is NOT the normal plumbing procedure on any pools.  We would have much rather you had chosen one of the other options presented at the start of the project than do what is being proposed now.  We can mark any plumbing necessary to facilitate the work you plan to have done with another contractor as long as it is exposed for us.  Our offer still stands to warranty all plumbing outside the scope of work done to move the plumbing under the A/C.   Lastly, if fencing material is provided, we are willing to install the fence for you and your neighbor free of charge.  To accommodate the location of the current plumbing we would have to modify the length of the fence posts and encase them with sufficient cement to ensure structural integrity.  Please let us know if either of these resolutions are agreeable to you. 

  Customer response

  06/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business.

  I have been in the middle of working with Pool companies, trying to come up with an agreement to move forward.  Unfortunately I have been unsuccessful. 
  
  
  When I shared with them the current situation with the neighbor, they decided to back out.  They said that Premier installed the plumbing in the neighbor’s yard without a signed agreement from the neighbor, therefore the current agreement with the neighbor is invalid. They do not want to get involved in a project that is already being disputed with the neighbor.
  
  I need to get this done, and I believe Premier is the only one who can help me.  I trust your response on the costs, so I am willing to work with your estimate.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a pool from Premier Pools of Central FL in December. As part of the package they were responsible for all SOD. The contract only says 5 pallets and thy need 11 now. I was told that my whole yard would be covered. I followed up with an email and was told the SOD package would cover everything. A large pile of dirt was put in our backyard and left there for months. It buried the bottom of our yard in dirt. They also left garbage all over the yard killing more grass.. No fences put up. Premier Pools is now saying they promised to only cover everything prior to my having additional loads of dirt added for grading purposes. I only added 1 load of dirt to make the slope slightly less steep. Now they are saying they will not cover the extra SOD. Per the contract it was only 5 pallets. Which I told them that wasn't enough and got them to agree in an e-mail that they'd cover everything. No silt fences or anything were put up. 11 pallets are needed.

  

  Business response

  09/28/2021

  Business Response /* (1000, 6, 2021/09/28) */ We are currently working with homeowner to come to a resolution. Since he has chosen to bring this matter to the BBB we will respond as needed. The pile of dirt mentioned was left at the request of the homeowner to slope his yard. Furthermore, the homeowner requested all dirt from excavation be left on site to be graded at a later date. At final grade homeowner requested additional dirt be brought to job site to further adjust the grade. Throughout the process there was a lot of rain and unavoidable run off did occur due to that rain, however the dirt piles were left at the homeowner's request. We are confused by the reference to killing the grass as prior to our project beginning very little grass existing in the area referenced. Pictures have been provided to support this statement. By using all the excavating dirt as well as providing additional dirt throughout the project this significantly changed the amount of sod required. Later in the project, when the homeowner asked if additional sod would be required the designer did not know about the additional dirt on site and the runoff due to rain that occurred. His response to the homeowner was based off projected measurements included in the original contract and not after the additional dirt and graded had been provided. We acknowledge this was a miscommunication on our part and has caused the issue we are working to resolve with homeowner. As a resolution we offered to split the cost of the additional sod. Consumer Response /* (2000, 9, 2021/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Worked with Matt and John at premiere and came to an acceptable option. They still owe some minor items around fixing the playground equipment that was damaged but have offered to send someone out to mend those at no charge to me. Consumer Response /* (3000, 14, 2022/02/21) */ Please reopen this case. Premier pools has NOT done what they said they would do. They did not resolve the issue with the playground equipment. In addition they sold me a $3,000 automation system that DOES NOT WORK. They said they would give me the 'much more expensive control remote' to make up for the automation not working and for the playground equipment. They are trying to pawn off a much cheaper device instead. I have been extremely patient with them. At this point they need to replace my automation system with an ******* 2 or refund my $3,000. They also need to issue a check for a$1,000 to cover the cost of the playground equipment to get fixed. I am also looking into arbitration if they are unable to do the right thing. Business Response /* (4000, 17, 2022/03/02) */ Our Quality Assurance Manager was in communication with homeowner regarding the issue the homeowner is complaining about, a resolution was discussed, and we were waiting on equipment which was received this week and delivered to homeowner on 3/1/2022. Upon receipt of equipment Homeowner communicated he was satisfied with this resolution. With regards to his request for compensation for playground equipment please review our last comment from previous complaint. Previous comment: Premier offered to split the cost of the sod, however later decided to compensate homeowner for the total cost of sod replacement WITH the understanding that this money was being compensated to resolve All outstanding matters including his playground equipment. Within that agreement Premier did say we would repair and did repair the Swing Set and would "attempt" to repair the old roller coaster ride that homeowner mentioned was broken while being stored in the woods during construction of the pool. (Picture provided of condition of equipment prior to work commencing and of roller coaster storage during construction process) Premier is still attempting to find a replacement piece for that piece of equipment but has not been able to locate to date. We will continue to try to locate this piece for repair but will not be providing any further monetary compensation should we be unable to do so. 3/2/2022 Premier continues to search for this part but will not be compensating homeowner for anything further. Consumer Response /* (2000, 22, 2022/03/01) */ Premier provided a working automation interface at no additional charge to me from Hayward. I am satisfied with that fix and this case may be closed.

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