ComplaintsforPremier Pools and Spas

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Premier Pool out of Lincoln, IL installed a pool and an AOP Ozone and UV Filter for us that was completed in November 2021. The pool was installed and closed approximately one week later in Nov. 2021. The pool was opened in April 2022 and less than one month from opening, the AOP Ozone and UV Filter did not work. We called Premier as the AOP was under warranty. Premier sent guys out to try and fix the AOP, but determined that it had a manufacturer defect. After much back and forth, ****, the owner of Premier Pool indicated that the manufacturer would be replacing the AOP as there had been a batch of faulty filters installed and we were not the only customers with this issue. The entire 2022 summer we went without the AOP Ozone and UV filter. It was replaced at the end of 2022 right before we had the pool closed. Upon opening the pool in April 2023, the AOP was turned on and immediately was not working again. We have had a functioning filter for maybe 1 month since it was installed in Nov. 2021 Technically, we are still within the manufacturer warranty period. We have tried calling Premier Pool or contacts that work for Premier more than 7 times to get the AOP either replaced AGAIN or removed and a refund and have had no luck getting a response. We have been extremely patient because we were told this was a manufacturer issue. At this point, we want the faulty product removed and a refund. It has essentially never worked since installation and we are unable to get a response from the company to discuss options to remedy the situation.

  Customer response

  05/24/2023

  The business sent a refund.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We entered an agreement to have an inground pool installed around June 2022. We were assured we would be swimming by end of year 2022. All in price was around $120,000 once we include load fees as well as electrical and gas and everything else. The project was a complete mess, its April 2023 and the pool is still not done. We have the wrong colored pool cover. The company made no attempt to not make a a complete mess of everything. As an example we were told it would remove the back yard sprinkler system but everything else would be ok. They destroyed the sprinkler system so bad that the entire system must now be re ran. In addition they knowingly cut power lines to the back or the property and now the electrician wants $3K to rerun a new wire. The owner is unwilling to pay for any of the damage that was caused due to his peoples sloppiness in every aspect of this install. In addition when they poured the concrete they bought from 2 suppliers and the concrete does not even match.

  

  Business response

  06/23/2023

  Premier Pools & Spas - Illinois has been progressively working with the homeowners, **** & ****** ******, to resolve their concerns with their pool project.
  
      This swimming pool project has been completed with what the homeowners hired Premier Pools & Spas - Illinois to do per contract agreement.
  
      Pool Cover Color - We offered a replacement color option but the homeowners finally came to an agreement to keep the cover as it is - this matter has been resolved.
  
      Electric & Gas-line - these installations are excluded on our contract with the homeowners.  However, we have resolved this with the homeowner, explaining it by looking at the contract again, this matter has been resolved.
  
      Power line was re-run with new wires in the back of the home down to the boat dock, this matter has been resolved.
  
      Concrete - the same supplier that poured initial concrete order, came again to pour additional concrete order.  When the homeowner reviewed both concrete orders, side by side they looked different.  This is because the concrete had not completely dried / cured.  Concrete has since dried / cured and matches perfectly and this matter has been resolved.
  
  
  Some things can be delayed beyond our control, as mentioned in our contract agreement, such as weather, municipality regulations, customer financing, added work change orders, manufacturer delays and schedule changes but we always try to be reasonable, transparent and fair with all of our clients.    
  

• Initial Complaint

  01/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In late summer of 2021 I started working with Premier Pools & Spas Illinois Central. We worked into the fall to agree on services and a price at that time I provided them with a deposit of $1000. I received an e-mail with the "final bid" on November 15th 2021 and they indicated they would order my pool and send me a contract. The quoted base price was $42,500 for a 14x30 pool and the standard pool package with additional costs for items like heaters, pool covers, etc. I secured a loan based on this information. I was told they would start work in March of 2022. On January 25th 2022 I received an e-mail that the base price of the pool was now going to be $52,700. This is nearly a 25% increase! In addition the quote was for a smaller pool 14x28 and that if I wanted 14x30 it would be an additional $4,500 taking the total price to $47,200 . That's a 35.5 % increase over the agreed on price and verbal contract that was to be followed up with a written contract. After contacting the representative, I was told there was nothing that could be done to honor the original agreement.

  

  Business response

  02/17/2022

  The client ***** was notified that we had taken on very sudden supply chain price increases over the winter. He was upset at first, understandably. My salesperson and I (owner) met with Mr ***** in person and came to a conclusion of how to resolve the matter and move forward. We worked through pricing and found some lower cost solutions. The customer was happy we were trying to resolve the matter. 

   

  We did not hear back on the new bid for about a week. We then received the following email. 

  ***** ******* ******* 
  
  I really appreciate you and ********* efforts on working with me in an effort to make this project come together! I felt your follow up proposal was reasonable, however we’ve ran into issue with the bank and it’s made us come to the conclusion that we’re not going to proceed right now.  We plan to save and do some re-budgeting in our household in an effort to consider a pool in the future.  
  
  ****** ******  ****

   

  I feel that we did the best we could to keep the customer happy but he ultimately decided to not move forward. 

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