Complaints

This profile includes complaints for Presidential Pools and Spas, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Presidential Pools and Spas, LLC

  3900 W Costco Dr Ste 100 Tucson, AZ 85741-3047

  
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  Presidential Pools and Spas, LLC

  525 E Baseline Rd Gilbert, AZ 85233-1225

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  Presidential Pools and Spas, LLC

  15170 W Bell Rd Ste 108 Surprise, AZ 85374-2461

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:04/05/2023

  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.

  Please be advised, we are seeking legal action against your company, Presidential Pools. We have paid your company in full, a total of over $80,000.00 in cash as of January 2023. However, my family has not been able to enjoy or use the pool as a result of the numerous ongoing issues listed below. We are requesting a complete and full detailed audit of the pool project from the date of the contract to March 15, 2023. Please outline every service work order/repair, defective issues, copy of the construction plan, and exact measurements of currently completed construction work. This letter serves to advise you that if we do not receive the requested documents within seven (7) business days of the date of this letter, we will immediately advise our attorneys, who will begin legal proceedings against you without any further notice. We regret the necessity of this action, as you have left us with no other choice. As a result of several negative verbal confrontations with the project manager, Jarrod, numerous construction complaints, and negative communications with your company staff, we have suffered unnecessary emotional stress (anxiety, lack of sleep, frustration, grief, and tension) for the past year duration of this ongoing project. I have called your office and complained on numerous occasions to Jordan, Rob, and others at your company. A lack of communication, poor customer service, defective quality of work, and unprofessionalism during this entire project have led to several inconveniences. My family has been displaced, incurred unnecessary monetary expenses, and lost time from work. After being assigned a project manager, Jarrod, we saw him no more than three times during the entirety of our project. Jarrod advised us that he was unable to communicate or respond to our calls or text in a timely manner due to being assigned numerous projects out of the area. I told him on numerous occasions that this was unacceptable and I requested verbally and in writing to be assigned a new project manager and was denied. During excavation, we were out of state and were contacted by phone by the excavation company and told we had a septic tank that needed to be removed. We requested a picture of the tank to be sent to us for verification, which we never received. We were told in order to proceed with excavation it would cost an additional $1600.00. We approved the cost only to come home and find that our sewer line had been removed and sewage was spilling into the excavated area. We had to endure two days without water and bathroom services for repairs. Once water services were turned back on we had plumbing issues and had to pay a plumbing company to come out and resolve issues caused by dirt backing up into the water lines and toilet tank. During the installation of the gas line for the pool heater our sewer line was ripped out a second time and had to be replaced. We had to endure a whole day of no water and bathroom facilities yet again as the sewer line had to be repaired. During all these issues, confusion, and stress we never saw a project manager. Presidential pools have failed us so many times and still have not completely corrected the numerous construction errors and ongoing defective issues. On the morning of March 3, 2023, Pentair technicians came out to repair the leaking pool heater. When they turned on the gas line there was a strong gas odor. As a result, we contacted Southwest Gas and were asked to evacuate our home. The Southwest Gas report revealed that their main gas line was damaged directly under the pool plumbing PVC and covered back up by your plumbing crew in August 2022. They advised us of the unsafe conditions and potential danger my family could have incurred since August 2022. This was another added stress and safety concern as a result of the lack of quality and unsupervised work on this project. I now must audit my gas bills from August of 2022 onward to address a possible increase in usage. Ms. Sharp has consistently stated during our phone conversations and in emails that your company stands behind its work and word. I am requesting that you honor your promises. On March 3, 2023, Ms. Sharp asked me what she could do to make this entire situation right. I advised her that, at that moment, I was extremely upset and needed to focus on finding a safe place for my wife and children who had to relocate as a result of the damaged gas line and lack of gas utilities at our home. Our displacement lasted for three nights, another unnecessary cost charged to our credit card. We were promised, by Ms. Sharp and Mr. Duffy, to be reimbursed for the expenses incurred for the hotel and meals. I have submitted the receipts to her and have yet to receive reimbursement. Monday evening, about 6PM March 6, 2023, gas utilities were finally reconnected to our home. We also had another leak-detection technician review the Spa for the 9th time to check for leaks and turn on the power breakers restoring power after another week of issues. I now must also audit my water bill as a result of the numerous draining and refilling of the spa and pool. I have sent you numerous pictures, text messages and emails over the past year of every issue including ongoing issues. To name a few: Spa water leakage. $1000 pool chairs, as shown on the construction design by Jordan, which now do not fit the bench because the bench is not to construction-plan size. The Bubbler physically installed by Jarrod after verbal confrontation is off-center and its water feature does not work correctly. This I believe was intentional. We are still awaiting the reconnection of our gas line to the heater since the gas leak. Ms. Sharp stated that it is not the problem of Presidential Pools but rather a Southwest Gas issue however, it wouldn't be an issue if your workers did not damage the line and covered it back up. I could go on with the other numerous stressful issues which I have voiced to Jordan, Scott, Chrissy, Jamel, Mr. Duffy, Ms. Sharp, and every technician that has come to my home to work on this pool, but it appears I am being ignored or this is just the company's culture. The same deplorable behavior was exhibited by Jarrod and Rob toward me before they left your company. I am so tired of promises and just hearing sorry. I expect adequate compensation for the numerous issues as promised by your company. To list a few, you have offered six months of pool maintenance services, refunds for the numerous construction issues, credit card charges for hotel and meals, and two Adirondack chairs to fit the bench. We have requested all these promises of compensation several times in writing from you. As of today, we have not received any compensation nor a letter in writing. The sight of the pool in our backyard brings negative thoughts as it is a constant reminder of the stress endured throughout the timeline of this entire project. I am disappointed and regret contracting your company to build a pool for my family. This is unacceptable. Sincerely, Clayton and Elaunda Forbes

  

  Business Response

  Date: 04/26/2023

  Mr. Forbes, 

  We have been in communication with you since the letter received on 3/15/2023. Our office has dropped off a check, tried to bring out chairs and we dropped off tile at no cost to you for a back yard project. We offered to put you and your household up until the gas was corrected. We are glad you enjoyed dinner, drinks and a place to utilize facilities until this was all corrected. We have corrected anything that came up during the build process. We will continue to honor any and all warranties as per our contracts. 

• Initial Complaint

  Date:01/30/2023

  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.

  I have had multiple conversations with Iriana and Monica at presidential pools. The waterfall feature was brought up during final inspection, and once they saw and reviewed, they suggested “postponing” the work until the winter so we could still utilize the pool during the hot summer months. Since October I have been attempting to contact presidential pools and schedule the work to be completed, and I keep being told “let me check on that”. The waterfall feature needs to be completed as discussed and promised.

  

  Business Response

  Date: 04/28/2023

  Our team will be in touch with you to be sure these items have been resolved.

• Initial Complaint

  Date:12/26/2022

  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.

  Pool was built 14 months ago and has been drained due to poor workmanship. Pool was drained almost 2 months ago and there are still several issues that have not been resolved. No communication and no future fix for repairs. I only hear back from company once I call the main office and complain that there has been no communication. We have stains in our pool and repairs still needing to be made. Contractors have been sent out multiple times but still no resolve to our issues. It's been a nightmare throughout the entire process. One apology after another. We just want our pool repairs completed so that we can be done with this. Thank you!

  

  Business Response

  Date: 04/26/2023

  We do sincerely apologize the delays you were experiencing during this time. We are happy to see that you have had water in the pool and we hope you are enjoying! 

• Initial Complaint

  Date:07/11/2022

  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.

  We have had nothing but issues since we signed up with Presidential Pools. They have damaged our property and don't take any responsibility for the damages. They don't respond to any of the complaints I've made and given how much we're paying them I don't believe this company is doing their due diligence. Given all the issues we've had I think the final invoice should be waived. We were just charged for the final invoice but the work hasn't been completed and Presidential is not responding on when it would be completed! Please see attached PDF document explaining in full details the issues from start to now (not enough characters in this field for the various issues that have occurred over the last 6 months).

  

  Business Response

  Date: 05/04/2023

  We are happy to have worked through your concerns and that you are enjoying the new back yard!