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Business Profile

Pool Contractors

Platinum Pools and Spas, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Contractors.

Complaints

Customer Complaints Summary

  • 15 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/29/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    On November 11, 2021, I signed a contract with Platium Pools of *****, ** for installation of a pool which was expected to be completed in 6-8 months. Ive been billed for 90 percent of the contract with only a concrete hole with coping and a footing poured last week. Only after many complaints. My $65,151.90 in three payments were based on totally incorrect information from ************************* the pool company owner. There are no pavers or pool surfacing or electrical systems or pump or screen. Etc. I had letters turned down. Phone calls go unanswered. Every promise except ******** has gone away. My back wall has been opened by platinum for months.

  • Initial Complaint

    Date:11/10/2022

    Type:Order Issues
    Status:
    Unanswered
    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 entered into a contract with Platinum ***************************** LLC to build a pool for me on February 18, 2022. Gave them a hefty deposit of $17,294.25 on February 18, 2022. Permit issues allegedly started last August because of their numerous errors on the paperwork & continue to be a problem because they dont seem to know how to provide the ****************** permitting office correct paperwork. I wouldnt of know this if Id not relentlessly pursued **************************** for answers as to what the holdup was & continues to be. Now getting **** to respond has been an issue for months as hes stated to me 3 times hed lost his phone so the original number hed given me wasnt any good & dont people just go out & get a new phone if they lose it ?! Just one of his many lies *** caught him in so far. Ive called the business phone number numerous times also & getting someone to answer the phone or return a call is ridiculous. Now ********************* has stopped communication with me also. His last words to me were, Im just the pool designer & dont have the information you asked for when I asked him for the proof of the permit application. Problem is he did have the information as hes privy to every part of the pool building process. They did send out some employees 6 weeks ago to put a the required barrier (dig) fence with no intention of starting anything because there was no permit. I had to cut a part of the fence because my lawn has to be mowed & it was blocking access. I truly believe they put up that barrier fence just to keep me from asking about the start date of construction. When *** been able to get **** to respond to me all Im getting is a song & dance with ************* always someone elses fault about the permit. **** called the city permitting office people stupid. Platinum Pools doesnt answer their phones when you call. *** also repeatedly asked for my money back in full & have been told no since I signed a contract with them. Sickening.

  • Initial Complaint

    Date:11/07/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    April 23rd 2022 we paid Platinum pools and spa LLC 18k for a pool. As of today 11/03/2022 7 months later nothing has been done NOT even permits. We were origianlly told it would take **** months for our pool to be built. We have requested multiple times for a refund and have been denied. The owner has lied multiple times and many customers are in the same boat. His own employees have told me to file these complaints because the company is not doing so good and have not been for months and yet the owner still wants them to sign up more people. All I want is my money back.

  • Initial Complaint

    Date:10/11/2022

    Type:Order Issues
    Status:
    Unanswered
    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.
    Our pool that has been paid 90% (approximately $55,000) for is sitting unfinished, unusable after no significant work since December 2021. 90% of the project hasn't even been finished. We signed our contract with Platinum Pools and Spas LLC, *****, ** and paid March 6, 2021, 30% of the project upon signing. The project broke ground on July 15, 2021. Over a year later and this project sits. DONT HIRE THIS COMPANY unless you have thousands of dollars to throw away. Our prior project manager, owner, ***** "****" *******, has completely stopped all communication. We even hired a lawyer earlier this year and that didn't help push along the project at all. ****, when we found out we were expecting last year, told us that our project would be completed and ready to swim well before our daughter was born. She was born in January of this year and here we are with an almost 9 month old, a hazard in our backyard and an eye sore of green algae filled water with black mold constantly growing on our back sliding doors since they didn't finish what they said they would do. Since day 1 of the project start this project has been a mess. They had a sub contractor who proceeded to pee in front of me on the side of our home when he didn't think I was looking, dug on the wrong side of our home and more. ***** has been used as the excuse from project start on why nothing could progress quickly. We had ***** for a long time but this excuse is old. Pavers were installed poorly with little or no care concerning the leveling process which **** was informed about. We have had a cement hole in our backyard unable to use for 2 *******. Sent him a certified letter which is stated in the poorly drafted contract how the homeowner must do to communicate. Never responded to the certified letter. Speaking to ************************* an employee of Platinum that I just want the pool finished in a ******* like manner and pass all the building code inspections, I would drop legal. No response from Platinum.

  • Initial Complaint

    Date:08/16/2022

    Type:Billing Issues
    Status:
    Unanswered
    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.
    On November 4, 2020 I signed a contract to have my pool installed for $43,829.50. I paid $13,477.57 on November 9, 2020 when I signed the final contract. From that date I had to reach out constantly to get anything done. On April 5, 2021 they finally started digging my pool. They dug into my sewer line, that cost me an additional $5,700 to hire a plumber *********************** to rerun my sewer line around the pool. On May 4, 2021 I paid Platinum $13,148.85. On June 15, 2021 I paid another $13,148.85. On October 6th they had the pebble installed. There were several areas that had stuff coming up from the concrete. I have photos and we used them to find my leak! The leak in the pool is exactly where it looks like ground water is coming up from the concrete. I was told this wouldn't impact my pebble installation as that would seal everything. Obviously that is NOT the case because my pool as leaked from October 22, 2021 when I filled it and is still leaking today August 16, 2022. My pool was not COMPLETE until January 12, 2022 and still leaks. I paid the final payment after being hounded on January 14, 2022 $4,382.95. I have not stopped contacting them. I have endless text streams. I have called an attorney who directed me to hire my own leak detector. He cost another $350, not to mention all my water bills to fill my pool. I have been contacted by the electrical contractor threatening to lien my house because Platinum did not pay them. The leak detector hired by Platinum Pools came out on June 22, 2022 ***** showed me a video on his phone that even though he made another repair to the bottom of my pool the dye was still draining. He indicated that the pool needed to be drained and resurfaced. I have text and text (to document) asking when this work will be done and they tell me week after week they will come look at it (not sure why) and never show. My pool needs to be resurfaced and it needs to happen NOW.

Platinum Pools and Spas, LLC is NOT a BBB Accredited Business.

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