Business ProfileforPlatinum Pools, Inc.

If I could give zero stars, I would. We had a spa installed by Platinum at our home about four years ago. Nothing related to this project was done correctly, and we have been paying the price ever since. Horrible, horrible, horrible experience. We have had to replace or redo practically everything done by Platinum, from the gunfire to the heater and salt system, the lighting. It's all faulty in one way or another. Our spa will never be right unless we completely start over. It's been a nightmare.

Mrs. B, I reviewed your project which was in 2017 for another Contractor. This is a first for Platinum Pools hearing anything about any problem related to your project? I am not sure what you are referring to as "gunfire" or what problem you have on your 5 year old spa. Equipment is warrantied by the manufacturer, with warranty installers that could repair anything you have an issue with. I am sorry you feel the need to discredit our company, but I truly believe this is unfair since you have never contacted our office with an issue. I checked files, as well as emails, and phone logs, there are no calls from you regarding this project? I am extremely confused?

I am surprised that you were unaware of the problems we experienced with our spa and your lack of records of me and/or my contractor contacting you numerous times regarding those problems. I specifically recall several phone and in person conversations with Platinum employees, including John H., your owner, regarding a number of problems and many return visits to my house to try to correct them. You should recall that it all started with the spa seating. The spa was completed and full of water when we learned that the water would only come up just above waist level when seated on the spa seats, leaving most of the torso completely out of water. My General Contractor stepped in and required Platinum to return and dig out concrete and gunite in an attempt to provide deeper seating, but there were limits as to what could be done without completely tearing out the completed spa, including the jets, pipes, plumbing, pavers, stucco wall, etc. The spa was never what it should have been, and the problems just grew from there. I know that many of these problems were brought to your attention by me personally because I recall that John's son or some relative attempted to fix the spa light on more than four separate occasions, but it never worked for more than a few weeks here and there, sometimes flickering and coming on for brief periods and other times not coming on at all. When the light completely stopped working, I didn't reach out to Platinum because they had tried and failed to fix it at least 4 prior times, and after so many failed attempts, it felt futile. I know that it was outside the one-year warranty period and that it was about $500 part that I was told had a high propensity to fail again. It never fit snugly in the spa wall as it should have. Similarly, Platinum knew that the jets kept popping out because they and my contractor came out several time to fix them until eventually, it was relayed to me how to reinstall them myself. That didn't seem right to me, but I accepted it. Another problem was with the pavers and coping. Platinum came out at least once early on to reset large stones that had become loose around the spa. They made a mess with the grout/concrete, and the stones became loose again shortly thereafter. My contractor sent a stone mason out to fix them the second time, and I can't honestly say whether Platinum knew it had to be redone or not. Another item that failed to work was the electronic cover. Like so many other things, it wasn't done right (wrong type of motor and a cover stone that was too heavy on top of the mechanism). Luckily, it is under warranty and I was lucky enough to track down ONE person familiar with my project and the cover who is willing to help me try to get it replaced. It's true that many of my spa components were under a limited one-year from the date of purchase, but not being the original purchaser of having key information such as purchase dates, installation dates, etc, it's next to impossible to pursue a warranty claim. Platinum provided a binder purporting to contain Warranty and Owners Manuals, but it is so technical that it's basically useless to a layperson, and the warranty forms are blank and fail to include the information referenced above. Moreover, finding anyone who is willing to do warranty repair work is like trying to locate a unicorn. Some things just can't be fixed without completely starting over. For example. the spa equipment was installed in a completely inefficient elevation higher than the spa itself, leading to a whole host of other problems like the inability to drain the spa without a special priming tool and having to use a Shopvac to drain it. We had to convert from salt to chlorine and have had to replace more components than I have space to list here on what it only a 5-year-old spa that's been in use for less than 4. We weren't given any hands-on instruction about how to maintain the spa, again just a useless binder with vague or technical information and a card with the name of another pool company we could hire to provide maintenance and a vague instruction from Platinum just to toss a few scoops of salt in it from time to time. They couldn't even tell me how many gallons my spa contained. Did I tell Platinum about each and every one of these issues, probably not. Some of them developed over time, and I gave up trying to involve them in fixing things because I had lost all confidence in them. It was hard to stomach spending even more time and effort into getting them involved to try to fix so many things that weren't done right the first time. I still find it completely unfathomable that "This is a first for Platinum Pools hearing anything about any problem related to [my] project" as claimed in their response. Hopefully, my honest review will clear up their confusion. Contrary to their assertion about me "need[ing] to disparage [their] company," my purpose is to provide an honest review of my experience with them.