ComplaintsforPremier Pool and Spas

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a pool installed (completed 3/2020) and currently have a warranty on equipment. I have paid for the pool in full, but continue to have issues. The latest started 11/2021 where I noticed a leak in my water meter. I called *********** Water System who came out multiple times and told me it was either my pool equipment or irrigation system. I had the irrigation company come out to do a thorough inspection the following week and they confirmed that indeed it was the pool equipment that was broken and causing the leak. I contacted the only person I knew at the company (***************************) in early December to let him know that the pool equipment was broken. He told me he could not do anything until I hired a leak detection company to come and tell me it was the equipment. (Even though 2 companies identified the issue). I spent $475 to have the leak detection company come out and tell me exactly what I already knew. ****************** then told me he would have to submit a work order then ghosted me. After waiting more than a week I contacted customer service 12/16 and sent that contact (*************************) all documents surrounding my pool. The contract, the plans, the photos and videos of the leak, and the report from the leak company. I have been waiting since that time to hear anything back. I was also told that the panel was wired incorrectly so I have to shut the pump off so that the leak does not continue. My concern is that with the pump off the damage is only going to increase. I informed the company that I needed an update by the end of the day yesterday or I would be filing a complaint and ***** now has ghosted me. I am out $475, do not have working equipment and have an excessive water **** because of this unprofessional company. I do not know where else to turn and I am fearful that all the money I put into this install will only cause me more. I am not the only person who has complained about this vendor and I am truly hopeful that you can assist.

  Business response

  02/02/2022

  On this subject, I understand that it has already been fixed, the guarantee of your equipment was submitted, however it always takes us time to obtain a response from the manufacturer, and at this point they have already authorized the new equipment and the modification was already made in the plumbing of the equipment so that the equipment can work.

   

  Thank you, 

  ****** Padilla 

  Customer response

  02/02/2022

  Complaint: 16431510
  
  I am rejecting this response because:
  

  This has not been fully fixed.  A technician came out to rewire so the booster pump would not work and flood my yard, but, the booster pump is still broken. I am waiting for them to schedule that repair. 

   

  
  Regards,
  
  *************************

  Business response

  02/02/2022

  First of all we are a franchisee and my company didnt built this pool.

  i had direct communication when she report the leak and I asked if the leak was visible on the equipment area or not, she responded that was not visible and she hire a leak detection company that determine that the leak was at the booster pump. After she sent us the leak report we inmediato create a claim warranty with manufacturer, all swimming pool equipment that we install has three year warranty but warranty is provided by manufacturer of her pump still not working we can create another warranty claim but we were not aware of this 

  Customer response

  02/02/2022

  Complaint: 16431510
  
  I am rejecting this response because:
  

  He is wrong!!  He informed me that I needed to hire a leak detection company (I have the texts).  Even though I told him 2 vendors (SAWS and my irrigation company) told me it was the pool equipment.  I paid $475 because ****************** told me I needed to do so.  His company took on my warranty when they assumed liability for the company they purchased. They do not get to write me off when I spent $60,000 on a pool with their company brand on it.  Then ignore my texts and make me go 2 months with a leak because they could not be bothered to come out and check the issue.  Not only am I out the $475 with the leak detection, I had to pay in excess of $400 additional in water bills (an risk other malfunctioning items on the pool pump) because of his incompetence.  It wasn't until I filed this claim that another party reached out to me and started the process.  I have no doubt that this would still be an ongoing issue had I not done so.  

  
  Regards,
  
  *************************

  Customer response

  02/07/2022

  Better Business Bureau:
  

  A technician from ******************** and Repair was here today and replaced the booster pump. 

  Regards,
  
  *************************

*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. ↩