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:10/13/2024

  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.

  Our contract for pool build was signed on 7/29/24.I was verbally told that our project would start in a couple of weeks and be finished in 4 to 5 weeks (by labor day 9/2/24).As you can see in the attached contract, the start and complete dates were left blank, I assume intentionally. I was told the dates would be added later. "Should be a couple of weeks. We'll have you swimming by labor day."There are 2 pallets, in my backyard, of materials that were delivered to my home 6 weeks ago. The first payment was requested by and disbursed to the contractor ($21,644.40) was on 8/21/24. The first piece of dirt has not been turned over. The painted lines for the outline of the pool, decking, and underground utilities have faded away. I used 4 cans of my own spray paint to touch up the utility lines as they faded over the weeks. I have since given up on maintaining these lines as it seems to be a fool's errand.The only drawing of the pool and decking dimensions, I drew ********* this point, we're many weeks behind. The project should already be completed if the communicated timeline was accurate.I have spoke with the pool builder to request a target start date. Here are some of the replies I have received:"It seems like everyone decided they wanted a pool at the same time""Not much we can do about Mother Nature""Blew a hydraulic line on our excavator""We'll start excavation next week" (multiple times)I have been told by Premier Pools that they will be prioritizing repairs over new builds (including those they have already been paid for, I assume). I am concerned this will push my project out indefinitely.We are losing confidence, feeling misled, and feel as if the project was secured under false promises.I still want a pool, however, the extremely poor customer service and erroneous delays have destroyed confidence that our project will become reality.Yesterday was supposed to finally be our scheduled dig date. No one showed up.

  

  Business Response

  Date: 10/17/2024

  I spoke with  our subcontractor who was scheduled to dig Mr. ******** pool.  The issue causing the delay was that the excavation equipment required repairs and following the vehicle used to tow equipment had to be replaced.  The subcontractor indicated that he could get to the site yesterday (Wednesday) 10/16/24.  I called Mr. ******* and he confirmed that the crew was working there as planned.   He also noted that he would like a copy of the drawings and to have a better idea of the timelines.
  

  The exact timeline of this job is subject to change due to weather, unexpected events and a shortage of staff who are trained in this field.   This customer was primarily concerned about the missed communication with the delay.
  The team at **** also discussed how to improve overall communication with the customer.  The customer seemed more confident in the process following our conversations.  Mr. ******* has all contact information for our internal team members.  PPAS will be in touch with him weekly to stay on top of the progress schedule.  
  

  Thank you kindly and please let me know if any additional questions or concerns are being raised, which will be addressed promptly.  

• Initial Complaint

  Date:01/05/2024

  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.

  Premier Pools and Spa in ******* has continued to over promise and under proform since they began construction in October of 2023. To begin with I was never provided a final copy of blue prints or diagram of the project prior to breaking ground. The only paperwork provided was a copy of the contract and payment schedule. The project began while I was out of town. I requested the project be pushed back until I was present during construction. I was guaranteed that the project would be done as discussed. Again I never was given or saw any blue prints. Upon arrival back into town I immediately saw that the pool steps where framed wrong. The company to their credit rectified the problem prior to applying the gunite. The gunite was applied. Upon further inspection I did not see where the lights where to be installed. A subcontractor arrived (note: premier pool and spa representative was seldom on site and unresponsive to calls and text messages)the contractor provided me with plans showing the lights in a position that was never discussed or agreed to by myself or any person involved with the design. I immediately contacted the person who designed the pool. I was informed that there was two different sets of plans. The first set was wrong but were distributed amongst the subcontractors who are doing the actual work. The corrected blue prints were given to the project manager but not redistributed to the subs. That's the beginning. The water feature was plumbed for shear descents without lights. When the subcontractors attempted to install the LED shear descents they ran into problems and had to cut out the plumbing concreted in. The project manager panicked and left the site not to return for another week leaving the project stalled. The subcontractors continued to show up and work without any supervision from premier. They installed the filter/pump. When I inspected the completion of the plumbing exiting the pump there were obvious mistakes made in the routing of lines.

  

  Business Response

  Date: 02/14/2024

  
  Hello,

  This complaint was not to be posted as it was resolved within minutes after the customer filed the complaint.  The customer communicated the message that my company was working with him to resolve the matter. All issues regarding this project were resolved amicably with the homeowner prior to our receiving the complaint. In fact, we were copied on an email he sent in to BBB where he recanted his entire complaint, and requested that it not be posted. 

  
  
  Thank you.  
  

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

  
  

  Customer Answer

  Date: 02/19/2024

   
  I am rejecting this response because:
  Although the original complaint was satisfied by removing some staff from their company, the damage was done. I have paid every invoice in full (over $118000.00) and I'm left with a pool that can't hold water. Although I attempted to make requests for compensation form Premier Pool and Spas for the on going stress I'm still experiencing. Nothing,,, and I mean nothing , has been offered from this builder. Meanwhile I am pumping in water at my expense to try to attempt to find a pretty aggressive leak. 

  

  Business Response

  Date: 02/20/2024

  Premier Pools and Spas stands by our work and promises to correct any problems that *** arise.  I appreciate the additional feedback and will use it to improve the customer experience. 

   

  To address the issues that are referenced in this complaint, see below:

  1.  ****:  The source of the leak has been identified and scheduled for repair on 2/21/24. 

  2.  Desire for compensation from the company:  This is tricky because as the owner of the company I am not sure what the customer believes he should receive. I had spent time exploring how we could address this request in a customer-centered approach, and a pool cleaning system came to mind.  After reviewing the contract again, I realized that a pool cleaning robot was already included in the contract.  Next the team discussed offering to sow and seed *********' yard (outside of the pool area).  This was offered.  Additionally, the company has offered to purchase several pool loungers as an option to satisfy this request.  These things have been discussed but they did not meet the expectation nor the timeline that ********* wanted.  As stated, customer service is a top priority.  PPAS of Granite Falls will continue to attempt to meet the homeowner's request.  At this time - the homeowner hasn't agreed to accept what was offered.  Updates will follow should an agreement be reached.     

  To date, the project has produced a stunning pool.  Despite the difficult obstacles faced by the homeowner and the builder, we have built a pool that will last a lifetime.  PPAS has also made positive changes to the composition of staff and the transition of team members.  I am proud of this company for the resilience and dedication to respond quickly to address matters.     

  Customer Answer

  Date: 02/26/2024

   
  I am rejecting this response because:

   The Premier Pool still leaks.

  On Tuesday February 21, 2024 at approximately 3:42 pm ********************* the owner of PPAS sent a text message to me requesting a meeting with my wife ****************** and myself. I immediately responded, "Absolutely, but ***** has an appointment at 5 pm." ***************** responded that she was unavailable until 6 pm. but she could come by the following day. I responded, Absolutely, since her crew was going to be on site attempting to repair the leak in the pool. It was agreed we would meet the following day.

  That never happen.

  At approximately 7:44 pm that same night Tuesday February 21, I received a phone call from *****************. We spoke for over thirty eight minutes. I believe it to be a very productive conversation. It was during this conversation ***************** offered me tanning chairs. I agreed that would be an acceptable offer, but also requested some consideration on a discounted price for an automation system for all pump and light operations. ***************** left me with the impression that she would work on my request and get back to me. As of this correspondence, today February 22, 2024 at 1:30 pm , I have not heard back from *****************. Because I feel the leaking water feature built is not up to code, This morning I contacted *********************** at the Cawtawba County Building permit office and requested an immediate inspection. Mr. ******** was swift with a response. Informing me that someone from his office will be here Wednesday to inspect the work in question.

  I will keep BBB posted if any resolution in this matter is reached. The bottom line is; I want what I paid for.

  
  

  

  Business Response

  Date: 03/05/2024

  Our new project manager has met with the homeowner personally, and all outstanding issues are being addressed.

  Customer Answer

  Date: 03/06/2024

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

• Initial Complaint

  Date:04/27/2023

  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.

  Contracted Premier Pools and Spas to put in a Shangri La pool by ******, after the initial deposit representatives for the company have been rude, discourteous and refuse to fix mistakes made by the business partner whom we were told by the owner was "on drugs" while installing and constructing our pool. I have made multiple attempts to get them to complete the work and correct the issues left by the previous contractor. We were initially told the pool installation and construction would be at a maximum a 6-9 week process after delivery and it has been almost nine months and the project is not complete. I intend to also file legal action if this is not resolved quickly and completely. I do not believe the owners or contractors associated with this business have enough knowledge or background to be running this type of company. Charging customers *******+ for pool installation and not completing the repairs and work or communicating in a professional way.

  Customer Answer

  Date: 04/27/2023

  Contract is attached.