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:05/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  6/30/2022 The spa was purchased on 6/30/22. It did not come with everything that was stated in the original agreement which included the frog ease system and an ozonator system. They credited $300 off the price for the issue and came and installed the ozonator on 8/21/22. In April of 2023 the heating pump went out and the spa was not heating. It took almost 3 months to get a new heater installed. Now 4/2/2024 the hot tub started to leak water onto the ground from under it. My fianc contacted the service department there and spoke with ***. He stated he would have to talk to *** about scheduling service. No phone call was returned my fianc and I have talked to them an additional 6 times with a response from *** stating they would be out 4/27/24, no one came out and they were recontacted 2 more times and *** said they would be out 5/4/24. No one came to look at the spa. They are horrible with communication and service. We just want our spa fixed in a timely manner. We haven't even had it 2 years and it has been down several months in 2023 and now 2024. This is unacceptable behavior from a reputable dealer / business. We need communication to improve and this problem resolved immediately.

  

  Business Response

  Date: 05/06/2024

  We apologize for the problems the customer has had. We did give a refund to the customer (as stated) for what the retail cost for the Frog System and installed an ozonator. We ordered it with these options, unfortunately the Manufacture left them off. The circulation Pump that controls the Heater did go out in 2023, we ordered one right away from the Manufacture they were on Backorder once we received it, we came out to install it, to get the heater working. The leak that is happening now we will have someone out to Trouble Shot the Leak and see what needs to be done. 

  Customer Answer

  Date: 05/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/29/2023

  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.

  I ordered a Marquis Crown Series-Spirit Spa from Prestige Pools & Spas in St. Louis, Missouri on 07/06/2021. I picked up the Spa myself on 10/08/2022, because delivery was unavailable. Timeline of events: -I picked up the spa because their delivery company could not be bothered with my delivery. Their forklift driver was hard to work with and very condescending. -After installing the spa, it quit working within 20 hours. They did replace the main control panel. -After 1 day, I discovered other faults. Prestige did not answer any of my calls or respond to my messages or emails for days. So, I physically went into the store for help. They gave me a bunch of run around but did eventually agree to send another tech to my home. -Tech discovered the wifi control panel was not installed. I paid for this panel and it was on the invoice & contract. The spa was supposedly custom built according to my order. Therefore, the wifi panel should have been installed at the factory. -Tech installed the wifi panel but could not plug the power cord into the wall to make sure it worked. Additionally, the tech did not leave an access code that was needed to complete the wifi installation. -It took several phone calls and over a week to actually receive the wifi access code, because the local shop did not know the code or even that a code was needed. Clearly, they are selling products which they cannot service. -The microsilk system, which is the whole reason I chose this spa dealer, has never worked. -The wifi has quit working. -A tech was sent out after contacting the manufacturer & did discover that the microsilk system did not work. Prestige will not fix this problem. -Despite repeated attempts, Prestige has stopped all correspondance with me. -I contacted the manufacturer to explain my situation & displeasure with both the spa and Prestige, I was told to fix it myself or sell it. I can't sell a spa that does not work. I want a FULL refund & the spa removed from my home.

  

  Business Response

  Date: 06/29/2023

  Yes, the Customer did pick up the Spa because he didn't like the timeline of when it could be delivered, he was refunded the delivery fee. We have Serviced the Spa whenever the Customer has called and told us there was a problem. As for the WI-FI yes, the customer did order this and we placed his order with WIFI on it, the Manufacture had not installed it, so the Manufacture sent it to us, and we installed it. As for the Micro Silk it was determined by us and the Manufacture that it is working properly. We are more than happy to take care of any problems the customer is having. If he reaches out to Jim in our Service Department, we will set up a Service Call and fix anything that is wrong. As for what the Manufacture said to him, I can't answer that, but it is working so I don't see why they would take it back. The Customer even tried to charge back payment on his credit card and after arbitration the Credit Card Company agreed that everything was fine and paid us. We had even offered the Customer a $1,500.00 refund on what he paid for the Micro Silk even though it was working. Once again, we would be more than happy to go to the customers house and check it out again. The Spa is fully functional and working, so I don't understand the customer saying it doesn't work. 

  Customer Answer

  Date: 07/06/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  

  I have over a years with of correspondence with Prestige, at this time I am only attaching the last correspondence I received from them which is dated May 2, 2023. The correspondence does state that they need to send Charlie, their tech, back out to adjust the flow to the correct rate. As a reminder ******* and other techs have already been out several time. They also acknowledge this in their response. They did offer a $1500 credit for the Micro Silk not working properly. However, the Micro Silk is the only reason we bought this particular spa. So giving us credit for it not working is not an option. We did also dispute the charge with our credit company, because we were not getting any correspondence from Prestige, despite repeated phone calls and emails. They did finally contact us after the credit card company took back the charge. The credit card company did not find the dispute in our favor because we do still have the spa. However, we will happily still return the spa because of the continued issues and the 1 feature that we purchased this particular spa for does not work. The fact that the  last correspondence which is attached, states they need to send a tech back out yet again, it proof that it is not working. We have asked for them to send ******* back out yet again, but have received no further correspondence from them since the attached email in May.

  Bottom line, the spa does not and never has worked properly. It was not built properly from the manufacturer. They have tried to "band-aid" the problem but it still has not worked. We want the spa removed and a full refund.

  
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 07/06/2023

  We will send a technician down at any time Mr. ****** would like to show him that the Micro Silk is working. We have told him that in previous emails, we even said if he would like we could try to adjust it for him. The Manufacture has stated numerous times that there are no problems. We thought it would be a nice gesture to offer Mr. ****** $1,500.00 back for what he paid for the Micro Silk even though it is working. The Manufacture will not take back something (the spa) that is working perfectly fine, we also are not taking something back that is working fine, also if there is a problem there is a warranty on the Spa that we will take care of. Just like a car, appliances, TV's etc. there are warranties you don't return the whole product for a refund, you service it and fix it. 

• Initial Complaint

  Date:06/04/2023

  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.

  In 2017, Prestige put in a liner pool at our house. There were a number of issues brought to their attention, and in the final analysis, *** and **** who own(ed) Prestige left the disputes with one comment in the last meeting a year or so after completion. **** estimated that we owed them more money for concrete -- well after completion -- and we were concerned about the pool deck sinking, great many issues with the Spa, and some concerns about the liner. At the conclusion of the last meeting, **** had me lean over at which time she said to me: once we get this all fixed up, you just tell me what you feel is fair and we'll move on". At that time, I confirmed that her numbers were late and silly but most importantly I noted how they had failed us, beginning with the lies told by their sales guy, *****. I also told her that I would not consider a discussion of paying them anything more until the issues were solved. **** *********, their concrete guy, came out to measure but nothing every happened. Now we are at a point where the pool needs to be reopened as it has sat idle for 2 years and we'd like the liner replaced (not warranty work). They said recently that "there was a dispute and we won't deal with it". Of course, they hold all records, though they claim their records were breached last year. WE are bing held hostage by a dispute that was not concluded. BUT, they use our pool in advertising and they received awards for it. Unseemly business with unethical leadership.

  

  Business Response

  Date: 06/05/2023

  This job was done back in 2017 the customer added extra options on to the Pool and did not want to pay for them, since there were some problems, and we took care of them, but homeowner still didn't pay for any extra options added or final payment that was due on the Contract. 

  The homeowner hasn't used us since we installed their Pool for any Maintenance or any work to their Pool. We don't know who has been servicing their Pool or what has been done, we can't be responsible for what another Pool Company has done. We only have so many employees and can only Service so many Pools, since we don't work on this Pool, we don't have the Manpower to take this on or want the Responsibility. I don't understand the meaning of being held hostage since they can use whoever does work for them now. They do not need anything special from us to get a new liner, just have the Company that has worked on it in the Past to do an AB Drawing for it (that is what we would have to do). Homeowner also states the Pool has been sitting Idle for 2 Years, unfortunately if it hadn't been closed every year (even sitting idle) there will be numerous Plumbing, possible Pool Equipment etc. I don't have the manpower to handle all of this work. 

  The Homeowner has signed off for a Photo Release when we took pictures of their Pool for any type of Publication or Advertising (even received pictures from us). There is nothing unethical about what we did, they were more than happy to have pictures off their Pool taken. 

  I feel this is an unfair Complaint just because we don't want to work on this Customers Pool, it isn't like we are declining Warranty work (which has expired). 

  Customer Answer

  Date: 06/05/2023

  Complaint: ********
  
  I am rejecting this response because:

  As has been the issue with Prestige all along, they recast truth to be what they'd like it to be, originating when it was proven that their salesman, *****, had told complete fabrications as proven by Prestige's own staff, including ****** at the time who said the untruths he told were by No means unusual. 

  Moreover, they did NOT ever finalize anything and left work undone, as in the sinking concrete for the pool deck.

  We did not refuse payment for actual services, and as I stated before, **** told me that she'd take care of the issues like the sinking concrete and issues with the pool equipment computer (maybe a few other things if memory serves -- can dig out if really needed) and that "you can pay what you think is appropriate when it's all done" or something very similar -- I can tell you just where I was when I leaned down to listen to what she said.

  As to taking care of our pool now, it is true that we had to make a change from their pool service when their staff kept leaving gates open and exposing our dog to getting loose -- very concerning.  However, when first that my partner, **** *******, went into Prestige about this matter, "***" said that they'd be happy to do it but would have to open the pool and do the servicing given manpower.  And he said that they'd have to remeasure the pool since their records had all been lost in a ransom situation.

  I renounce the statements and continue my protest of Prestige Pool.

  RESOLUTIONS:

  1.  Open pool and get it all operational

  2.  Start servicing pool regularly to keep pool open and functional

  3.  Measure to replace liner downstream in season

  4.  Close pool in Fall

  5.  Get on regular cycle.

  We will obviously pay for all services at their normal contracted rates, as well as pay for the liner as expected at the adjusted price of "about $10,000" as told by *****.

  Sincerely,

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

  

  Business Response

  Date: 06/06/2023

  Once again refer back to my previous answer please. 

  I don't not have the manpower or want to take on the Responsibility or Liability of working on this Pool. We have not Serviced this Pool in over 4 Years, and it hasn't been opened the last 2 Years. I have no idea on what could be wrong or what all needs to be fixed. I will not be threatened, just because I don't want to do service to a Pool, that's unfair and this is an unfair Complaint. Just as the Customer has a right to use another company, we have the right to refuse Service. 

  I am rejecting this Resolution, unfortunately this will have to go as an unresolved complaint. 

  Customer Answer

  Date: 06/07/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  First of all, Prestige provided a guarantee on the liner, and the liner is 1/2 of the equation.  

  Secondly, the reason we could not use Prestige for pool cleaning is that they failed to deliver the service in a quality way, putting our home at risk with open gates and putting our dog's life at risk should he gotten out.

  Thirdly, the number of things that were left unresolved by Prestige means that the entire matter of their satisfactory delivery of promises made remain open.

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:10/11/2022

  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.

  I purchased a spa from this business, which was installed in January of 2022. The spa leaked and drained in March of 2022. After numerous failed repairs and delays, the hot tub appears to be holding water after 6 months. Now the spa will not properly heat. The service technician is not responding to calls or emails and personally shook my hand and told me the spa would be up and running two weeks ago in September. The major issue with this company is that they will send somebody out to fix the hot tub, but that person leaves after a few minutes without indicating what, if anything, has been done. There is no communication or plan of action provided to the customer. I've got a service warranty on the purchase that is not being honored and I have had no compensation for being without the use of my brand new spa for 7 months now. At this stage, I am not confident that the spa can ever be restored to working order, especially by the service department of this business. I'd like a replacement spa without the defects or a refund.

  

  Business Response

  Date: 10/12/2022

  *** ****** has had issues with his Spa leaking since this Spring, he is correct we have been over there numerous times to find the leak. Once we located the leak (at the main drain) we ordered a new Main Drain from the Manufacture (because it is under warranty from the Manufacture), unfortunately it was on backorder and took a long time to get in. Once we received the Main Drain, we went over there to fix the Spa, that took care of the problem with the leak. We have now been notified by *** ****** that the Spa will not heat up past 80 degrees, so I have ordered a new heater from the Manufacture. Once the new heater comes in, we will be out there to replace it. Once again, we are very sorry for all the trouble *** ****** has gone through, unfortunately all Spa Warranties (like many warranties) are through the Manufacture, and it is up to them on what they will do. I have reached out to the Manufacture about a replacement, and they will not replace the Spa, the warranty covers repairing and replacing of any bad parts on the Spa (which is a common warranty) in the Spa Industry. I do feel bad for *** ****** (on how long it has taken to get parts and getting his spa fixed) and will make sure we take some extra chemicals to him for his Spa, for his inconvenience when we come and replace the Heater. 

  

  Business Response

  Date: 10/18/2022

  The Manufacture ended up sending us an entire Spa Pack to replace (which has the heater in it), we replaced it yesterday. I do not know why *** ****** wrote another review last night, he was home yesterday when we replaced it and my Service Tech told him what we're doing. There is no reason to winterize the Spa because it should be fully functional now, we couldn't test it for sure as the Homeowner had the Spa empty. We are more than happy to come by once it is filled up, to make sure everything is running.

  As far as emails and phone calls to me, there has been no emails to myself they have been sent to service and the Salesman that sold the Spa. This is the first time I even seen them is what *** ****** has attached, as you can see, they were sent to our Service email address. Also there has been no phone calls to me, just to our Service Manager ***. I have not talked to *** ****** our Service Manager has been the one in touch with him. 

  I understand *** ****** being frustrated, but unfortunately our hands are tied on when and how soon we receive parts from the Manufacture (since it is a Manufactures Warranty). In all fairness though, the Manufacture did send in a whole new Spa Pack for us to put on for his inconvenience, not just the Heater. 

  Customer Answer

  Date: 10/21/2022

  Complaint: ********
  
  I am rejecting this response because:
  

  The service tech that you sent did not explain anything to me about what was being done or fixed, he just grunted something when asked - as has been the case nearly every time you have sent somebody out.  The guy just left without saying anything.  I assumed that you were just winterizing the spa.  Somebody needs to call me (which no one has done for 2 weeks despite my repeated calls and messages to your service department) and explain exactly what has been done.  How would I know to fill the spa with water? 

  If I send emails to an address at your business, in response to emails I have received from your business, then you should have them.  It is not my issue if my communications are not being circulated within your business.  

  With respect to the review of your business, I left this weeks ago because I don't think it is reasonable to have had to wait months for my spa to be fixed (and I'm not even sure that it is fixed at this point).

  How hard is it to pick up the phone or write an email to a customer to explain what the status is? 

   

  
  
  Sincerely,
  
  ********* ******