Complaints

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We first signed a contract with Premier Pool & Spas in August of 2022 with a guarantee of having a pool for the beginning of Spring 2023. They have received 95% of the total cost over $100K. Once they dug the hole and put rebar in they completely stopped the process. At first they couldn’t get ahold of the plumber they supposedly use all the time and I had to hire our own plumber. Then it was more excuses after another. Now they need the team From Kansas City to come shotcrete it. It has been months. Our entire backyard looks like an abandoned lot. Totally unusable. It is now July 2023 and after reaching out and even going to the office they are refusing to give an answer and avoiding contact. At first we dealt with **** the project manager and it seems he may have left the company, probably for good reason. Now ***** is avoiding the topic. Soon we will be getting calls from the HOA about our yard.

  Business response

  07/25/2023

  We began the ******** pool project and required an onsite plumber to proceed with the next phase of the project. As we had a good working relationship with a plumber company we frequently used, we reached out to them since they were familiar with the required tasks. However, there was a delay in their arrival onsite despite our persistent efforts to schedule and communicate with them for a suitable time frame. Due to the subcontractor's schedule, which was beyond our control, we were left with limited options. At that time, the ********'s decided to source their own plumber, and we were understanding of their choice.
  

  Once the plumbing work was completed, we encountered some unforeseeable and uncontrollable delays during the project. These included factors like delays from subcontractors, adverse weather conditions, and other external circumstances that were beyond our reasonable control. Nonetheless, we have been diligent in pushing the project forward and have made efforts to schedule the remaining work promptly. Our team is actively coordinating with subcontractors to finalize a timeline for the upcoming phases of the project. We have kept the ********'s informed about our plan to move forward and they have been notified of when they can expect the crew to be onsite.

  Customer response

  08/01/2023

  Complaint: ********
  
  I am rejecting this response because: It has been 20 days and Premier Pool has yet to move forward AGAIN! They have destroyed our yard in a very nice neighborhood and left it useless and unsafe. Quite frankly I want our money back so we can move on from this. 
  
  Sincerely,
  
  ******* ********

  Business response

  08/07/2023

  We disagree with this statement. Our team has been present onsite multiple times to prepare and clear the area for construction work. We have diligently cleared weeds and installed a temporary fence for both the purpose of clearing the construction area and ensuring safety measures. The construction area will remain under construction until the project is completed. Although we strive to maintain cleanliness at the jobsites, some mess is unavoidable until the project's conclusion. This past weekend, the team was onsite, working on the pool, and today, the crew has returned to continue their work.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We signed a contract with Premier pool and spa on May 23rd 2022. That was 13 months ago and we are still waiting on this pool to be completed. When we signed the contract we were told it would be completed around August by ******. **** showed up with ***** I believe in July 2022 and indicated that it would most likely be completed closer to October 2022 and would be filled and winterized. It was September 2022 until really any work even started and we ended up being left with a hole and the framing shell all winter. They did come in the spring to shoot the pool and have completed the plumbing and most of the electrical conduit however that is where the progress has stopped. This year in the spring we started dealing with ***** and ****, **** said the pool would be completed by Memorial day 2023 and ***** said by the end of June 2023. We have missed all of these dates and still have a LOT of work left. The problem is they go weeks to months before showing up to do the next step. It has been over 4 weeks since someone has been on the jobsite to do anything. We are constantly told a lie like 'The decking guys will be there next week' or 'I have you on the schedule for tile next week' however those dates come and go and we are just given another false hope. We still need the backfill finished, decking, tile, plaster, electrical and equipment installed. This pool has been paid in full 95% as of last July. This years swimming season is going to be over sooner than later and this pool still has a lot of work left to do. We have sent dozens of emails, texts and phone calls to no resolution. We have paid over 100k dollars for this pool already and waited 13 months and still no where near complete.

  Business response

  07/21/2023

  In response to the ********* complaint, the team did not provide firm dates for when the project would be completed. While they did offer some estimated time frames for the project, several unforeseen delays were encountered, some of which were beyond our control. 
  

  Initially, the project faced setbacks during its early stages due to excessive rainfall, leading to the pool needing to be reformed. Despite the challenges posed by the winter months, we persisted in our efforts and successfully shot the pool in Spring when the weather became favorable. We intentionally shot the pool in Spring to ensure proper curing of the shotcrete, preserving the pool shell’s integrity. 

  
  An additional delay arose from waiting on the homeowners to install a retaining wall, which affected our ability to complete work onsite. We had to await the completion of the wall before proceeding with further installation steps. Once the retaining wall was in place, the team promptly returned to the site to begin work on backfilling the pool. Recent weeks have presented additional difficulties, primarily caused by adverse weather conditions with heavy rainfall. As a result, the project's progress has been further impacted. 

  
  We strongly disagree with the client's statement that we lie. Our company places a high value on transparency and we have made an effort to keep the ********* informed throughout the project's duration, providing realistic updates and time frames to manage expectations effectively. While there has been scheduling conflicts, our team is actively working to coordinate the necessary arrangements to get the remaining tasks scheduled. We provide updates given to us by our subcontractors, and we are currently collaborating with them to improve the accuracy of the information regarding when the work will be finished. This way, we can relay reliable updates to the ********* and keep them informed about the progress.  

  
  We are fully committed to completing the pool project to the best of our abilities. We are actively addressing these challenges and working diligently to schedule the remaining tasks required to bring the project to a successful conclusion. 

  Customer response

  07/26/2023

  
  Complaint: ********
  
  I am rejecting this response because: The pool was dug in July and sat empty and untouched until September.  That is why it had to be reformed not due to excessive weather.  The excuses provided last year were that they were short of subs, then short on materials, and then they couldn't get a plumber to which we didn't end up needing one.  I have numerous text messages from 2022 with **** the project manager/owner. I am happy to provide these if that helps.  Where I asked for next steps and these responses were provided.  Not once was rain or weather ever mentioned.
  
  We were notified 6/28 that a retaining wall needed to continue the pool otherwise they would need us to sign a waiver.  I also have text messages going back to spring when the pool was shot stating I was not planning on putting a retaining wall around this pool.  This was a HUGE additional expense and put us in a really tight spot.  Luckily I had a friend that installs walls and he was able to coordinate and complete the wall by 7/5.  That is 4 business days from when we were notified.  We had been waiting for over a month for backfill to be delivered and ultimately ***** asked if I could just coordinate the dirt delivery on 7/10. This was 5 weeks since someone was on site working on this project.  I have security cameras and can provide video along with numbers text messages and emails to back this up.  I had 2 dump trucks of dirt dropped off on 7/13 and Josh did backfill on 7/15 until he ran out of dirt.  I had more dirt delivered on 7/17 and the backfill was finished on 7/20 except for needing our auto cover box delivered to fully finish backfill.  
  
  This project is on its second extension from the planning office and although we finally had some rain towards the end of June and first of July there has not been enough rain to account for the amount of time and 'unforeseen delays' that always happen.  Tomorrow will be 5 business dates since someone has been on the jobsite and oftentimes we go 2-4 weeks before someone shows up for the next step.  This has been a full YEAR since the pool was dug and there are still weeks of work that need to happen to finish this project.  
  
  Sincerely,
  
  *** *******
  

  Business response

  08/21/2023

  We have demonstrated our unwavering commitment to advancing this project. Recently, we were on-site to complete the backfill, and this week, we have the team scheduled to return to prep for decking. The ********* have expressed their desire to witness progress, and we have promptly fulfilled their request. While the pace might not align precisely with the ********* preferences, it reflects Premier's dedication to pushing the project forward. We've maintained a schedule to ensure our team is consistently on-site, and we remain committed to doing so.

  Customer response

  08/31/2023

  
  Complaint: ********
  
  I am rejecting this response because: While there has been some progress lately and the team finished the conduit install and backfill last week there has been no crew here to prep for decking.  As of writing this tomorrow will be September 1st and will be 465 since we signed this contract for our pool.  We still have some large chunks of work that remain to be completed (auto cover rails, decking prep / install, equipment pad, plaster, install equipment).  I am told they will be here tomorrow to finish the rails and decking should be able to start after that.  I am concerned this work is not going to all get completed this year and we are going to drag this project into next spring again.  I would like to see some steps on how Primer plans to avoid this.
  
  Sincerely,
  
  *** *******

  Business response

  09/06/2023

  We were onsite September 1st to carry out the installation of the autocover box and rails, and the installation has now been successfully finished. Our operations manger is scheduled to meet with our concrete subcontractor on September 7th to discuss and confirm the concrete layout. Once the layout is confirmed, the decking will be poured. To reiterate, while the pace might not align precisely with the ********* preferences, we have been onsite consistently to get the project moving forward towards completion. 

  Customer response

  09/18/2023

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

   

  No one has been back to even start the decking prep or been on site for the last two weeks.  Your response is as if it's unreasonable I expect you to continue to make progress and wrap this project up.  It's been going on for 483 days.  I have not heard anything for weeks now.

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

• Initial Complaint

  05/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My wife and I signed a pool contract with Premier pool and spa on March 28, 2022. It is now more than 13 months later and we still do not have a pool. For the first year we primarily dealt with Eric, the project manager. Every step of the pool has been significantly delayed. Initially, the delays were blamed on Covid and the inability to get the concrete needed to pour the pool. That was supposed to happen in September or October 2022, and it did not happen until December 2022. There has been no progress made on the pool since then. We have not had tile, plaster, or any of the concrete around the pool poured. The company let all of the permits expire. I brought an inspector from ********* Out to the house who told me that there was no contact between the company and the city of ********* between December 2022 and May 2023. In frustration, last week, I called and got hold of the operations manager for Premier, pool and spa. While his communication has been much better, there is still no progress. We were supposed to have tile this week, however, that is once again delayed. Premier is not even able to give me a date of when rebar and concrete will be poured around the pool or when the pool will be plastered. Now, it is not a supply issue, but a subcontractor issue. Premier requires a **% down payment upon signing the contract and a **% down payment upon starting work on the pool. We have paid them $*******, and there is no prospect of swimming in the next 60 days. That will be almost 16 months since the contract was signed. I want the pool to be finished. I am tired of excuses. I could upload a copy of the pool contract, but I know that Premier already has it.

  Customer response

  05/05/2023

  I attached a text message that I received from Premier pools. It appears they are only willing to move forward with work on the pool if I withdraw the complaint. I thought the goal of this process was mediation toward a shared solution.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We entered into a contract 9/2020. After **% down on a pool that was supposed to take 6-8 weeks. It is now 6/15/2022. Almost 2 years and the pool is not complete. We have had stagnant water in the pool since 2021. They laid concrete 7/2021. Plastered a year later in 5/22. We have to beg them to come out to do the next steps even though the contract states weekly updates. They over sprayed concrete on our house, tiles are covered with cement. The bugs and mosquitos are horrible. The cement is chipped and cracked. Now we have equipment sitting in your back yard not hooked up. The companies they hire the start contracts with and then void the contracts but tell us that they have no one to work. After we beg for them to complete the next step they eventually do then stop communication for weeks to months. The health department inspector has been out 3 times for issues. They do the bare minimum and are only dragging the process out because they lost money ( we paid for 95% of the cost before prices went up.

  Business response

  07/12/2022

  Business Response /* (1000, 5, 2022/06/24) */ The customers project has been completed and they have stated they are satisfied.

*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. ↩