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:06/09/2023

  Type:Sales and Advertising 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.

  Premier Pools Did not back extended warranty on Pool Heater. My swimming pool was installed by them on October 2021, then closed by Tasso pools for the winter season immediately after. I was instructed during my pool school in October that chlorine tabs are to be replaced in the chlorinator on a weekly basis. To Jandy Pro Spec, a regulator was suppose to be plumbed from the chlorinator to pool heater. It was not! This caused my pool heater to malfunction on or about May 2023. Premier promises a 3 year extended warranty, apparently this was not covered. I had to come out of pocket $1400 plus possible future damage to my liner and plumbing due to the high metal content deposited into my pool from the heater coil. I have reached out to them and there has been no response on reimbursement. ***** from Advantage ** helped install a used heater and provided a 1 year warranty. I'm looking for compensation towards the $1400 and to be held liable for any damage they may have caused.

  Business Response

  Date: 06/25/2023

   Hello *****,

    I was unaware that you had a problem with your heater until ***** In our retail store brought it to my attention. After a little research we noted you had never visited our retail store for the chemical orientation on how to take care of your pool. We emailed and called you after pool was started up in September 2021. We even email and send a ****** gift certificate towards your initial chemical purchase. Had you had regular water tests on file with our store or any store we could have had a case with ***** to replace heater. We recommend Tasso pools to do service for us after we install pool as we only build, we dont service pools weekly. You called Tasso pools this year about your heater and they sent out a tech and determined you rotted the heat exchange on your heater. At that time he took a water sample and noted the ** was below 6 and couldn't even read it it was so low.  The alkalinity reading was zero, and Calcium at 25PPM. This is acidic water and thats what caused your heater exchange to fail not whether a check valve was installed or not. You are running acidic water through your heater since 2021.Clearly you did nothing with pool chemistry but put tabs in the chlorinator side of the fusion unit. We dont recommend our customers use Tri-Chlor tabs at all. They have a ** of 2 and bleach out liners in 3-5 years. The fusion unit is only used for the mineral cartridge , and we instruct clients at the sale , and at our store to use sodium Dichlor granular chlorine. Imagine if you just came in for chemical orientation, none of this would have happened. Unfortunately ***** won't warranty chemical negligence and replace your heater. You opted to go to an outside vendor to hope they would tell you something different, and sold you a used heater and blamed it on the lack of a check valve. We just told you it wasn't under warranty but also would have worked something out with *****. These are decisions you made to spend **** on a used heater, and the decision to neglect to administer any balancing chemicals since the pool was built should not be assumed its our fault. Your company that installed the used heater must have told you that you need balancing chemicals as well. Your ****** gift certificate is still in our system for use.Thinking we should refund you ****.00 on your lack of chemical responsibility is unfair. You called in the middle of May the busiest time of the season, and your haste to get your heater replaced was a decision you made to go with the other company and listen to what they were saying. ****** learned from all of this... Chemically balance your pool. Water chemistry is important! 

  Customer Answer

  Date: 06/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  ******* or whoever is preparing these responses for you:

  Do you really want to tell a customer that the only reason you cannot resolve their complaint is because you are too busy for their immediate need of a warrantied item, and instead taking care of other customers during your busiest month.

  I had several visits to your store, phone calls/emails to Tasso, emails to *****, and no response from you. All while I had dangerous metals being deposited into my pool from the heater exchange. I had no choice but to go with another installer. Now, we're in the month of June, which I presume is another busy month for you. Yet you've managed to write multiple lengthy responses with facts and figures all to save your company's name, and nothing in regards to the customers satisfaction. Imagine, you would have reached out to me when I initially had my complaint. You have my number. You have my address. Same place you sent all those certificates. Yet, I'm still reluctant to believe you're going to do the right thing.

  As a first time pool owner, as I'm sure most of your customers are, you've left me very dissatisfied with your entire Customer ********************** process. Not only do you hand off the pool school to a Third ************** but then you insist we come back into the store to get the water chemically corrected. Think about how confusing that can be for one second. For all the money that was spent throughout the build, I thought you'd eventually do the right thing. We can go back forth on these channels all summer long, but I would rather not waste my time.

  *****