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:07/26/2024

  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.

  My husband and I entered into a contract with Premier Pools back in May 2023 for a new pool construction. They've been paid in full per my end of the contract. With the exception of HORRIBLE communication, slow construction, minor construction issues, broken water valves in our yard, and, according to them, short staffed, the pool and enclosure was (finally) completed in November 2023. In March 2024, we noticed a significant amount of water pooling/standing on the deck after rain. We immediately contacted Premier Pools. The owner came out and said it was a paver problem and we need a deck drain. Weeks and several phone calls later, the paver contractor came out and said "it is 100% not a paver issue". Since March, the rain continues daily and water continues to pool on my deck. This is slowly ruining my pavers and metal enclosure. Lets not mention the mosquitos.... When we reach out to Premier Pools, we get no answer or the owner states he will get it taken care of. This has been going on since March and no one seems to know or care about the issue at hand.In my opinion, this problem looks like it has gotten worse over the past 5 months. * side note ....we had pavers installed on the outside of our screen enclosure on a later date and after pool construction. Premier Pools states that the water pooling is due to having no pitch on the pavers on the OUTSIDE of the screen which they are not responsible for. Again, this was addressed and the paver contractor states "it is 100% not a paver issue". There is a pitch. The standing water is on the INSIDE pool deck which premier pool is responsible for. We would like this rectified ASAP and I think 4 months + has been ample time to do so. It hasn't even been a year since the pool construction was completed and I don't understand why the delay. Communication with Premier Pools has been horrible since day one and just gets worse. At this point, it appears to be a "blame game" and we are in the middle of it.

  Business Response

  Date: 07/29/2024

  Good Afternoon

  We installed the screen after the pavers were installed. The screen went aal the way to the pavers and everything was draining away from pool. We had checked the levels upon investigation months earlier. After the completion and hand over of the pool the home-owner decided to install more pavers outside the screen and contracted another paver company to make it less cost effective without informing us. Customer with the new paver company installed more pavers at the back side/screen side. The level of the new pavers is higher than the paver installed inside by us inside the screen. The contractor she hired installed the pavers at a higher level compared to our paver level and reason for not draining the water out. Customer is somehow not agreeing to this and neither the company who installed the pavers outside the screen wants to accept their mistake. We are happy to assist if she wants us to fix it .

  Regards

  *******************
  Operations
  Premier Pools and Spas
  e: ******************: ************
  c: ************
  a: 10114 *****************
  **************;FL 33578
  ********************
      
  

   
  

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22048052
  
  I am rejecting this response because: premier pools never installed a deco drain when they put the pavers in along side the screen enclosure. Ive been advised that a drain should have been put inside the screen at the time the company did the pavers.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/31/2024

  Good evening

   

  Deco drains are installed in front of the house as it helps with surface water drainage, such as on patios and driveways, and around entrances and exits. Deco drain was charged one time. Since you installed pavers with other contractor they should have installed a new deco drain..

  Also in regards to *************************** ( project manager's) visit this morning  it was confirmed that it was the sealer crew were supposed to fix the pavers . I think you and husband along with **** agreed to it.

   

  Let us know .We are there to assist anyways

  Regards

   

  *******************

   

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22048052
  
  I am rejecting this response because:

  
  Yes, we agreed to have it repaired, however, regarding who is at fault, we do not know for a fact as we are not familiar with pool construction.  We've had both the builder (you)  and the paver contractor out and both report they are not at fault.

  ************ the project manager was out on 7/31 and from what we understand, he drilled holes under the enclosed frame for drainage.   We are currently waiting for a good rain now to ensure  there will be no standing water on the inside of the enclosure and trust it is repaired.  

  We do appreciate the quick response from Premier Pools and hope this issue is resolved. We will be happy to report back once we can confirm the repairs after a hard rain. 
  
  Sincerely,
  
  *************************

  
  
  

• Initial Complaint

  Date:02/24/2023

  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 collected $166,700 form is and have now abandoned the job. They refuse to complete the work assigned in the contract. 2 days ago they had a manager stop by to tell us that it was impossible for them to complete the job and didnt have enough man power. But in the same sentence they want us to pay them $20,000 more in advance so they can resume the work.

  Business Response

  Date: 03/21/2023

  It appears that there is a strong misrepresentation of the circumstance surrounding the construction project for this customer. Mr. ****** did contract construction services with our company for construction of his residential pool and on 6/20/2021; commencement of excavation did not begin until mid-December after receipt of relevant engineering and permitting approvals. This would be when the contractual timeframe identified by Mr. ****** would have begun.  As with all construction projects, timeframes are estimates and are dictated by many outside factors.  One primary factor is changes and amendments requests and made by the Customer.  One primary factor that this Custom fails to identify is that beginning as early as 9/24/2021 (while still in the permitting process)Mr. ****** began entering and removing an excessive number of documented changes which have resulted in substantial delays.  In fact, in August of 2022, the Customer retained private counsel to challenge the progress of the pool construction and at that time 43+ documented changes had been made. Resulting not only in delays but and overall net change to the contract amount of $125,308. 
  There had been incidents where we had trusted the customer on their verbal approval and continued the additional work which was not even in the contract amount and till date not paid for .
  1. For instance we had to re-do the tile cause Ma'am didn't like the look of it and we had to break them and install new tiles upon customer request for which e have not received any payment- job was completed on 10/24/2022
  2. Customer even wanted to change the coping from brick pavers to travertine which we had to demolish and install new travertine coping for which we have still not received any payment.  This is the only reason why we always require customer to sign the agreed addendum contract which was our mistake which we realize now- job was completed on 10/24/2022
  3. Charges for installation of drainage pipe near rear fence. Labor to level back house at patio, trench for pipe, base fill, compaction, installation of pipe, cover pipe and cover- till date we have not received the payment- job was completed on 10/24/2022
  4. The pictures shared by Mr. ****** - few of them are old pictures where the wood has been removed, clean-up has been done upon requested and we did proceed with the bar stools. Yes, we do realize that the design that Mr. ****** and his family signed doesn't fit the pool cover and we have to demolish the sundeck and make a straight rectangular pool. We have also applied credit of $850.00 towards the contract amount. 
  5. The contract does mention the pool cover for an amount of $12,000 was included with a clause ( exact amount to be advised at build). The 3rd contractor who is building the pool cover has sent a quote for $21,400 from " Complete Pool Covers" and we exactly forwarded the estimate what was quoted without adding any additional *****. We had sent several reminders via text via email to approve it but till date it has not been approved and now get to hear that it will not be approved as already included in the contract . Please refer to the contract where the clause clearly specifies under additional specifications. Contract attached
  
  6. It seems customer approached directly to the screen cover representative as well enquiring about the pool cover.
  
  
  7. Mr. ****** insist that we continue rest of the job but the family has to understand that unless we do not put the pool cover track on the pool beam, we cannot proceed for the rest of the job like installing the raised beam, special features, pavers to complete along with composite deck. Everything is related and needs to be aligned with the pool cover track . Unfortunately, these cannot be carried on without a written confirmation on the pool cover. 
  
  
  8. We had also made several attempts via email and text message but were not successful . We have copies of evidence and emails on our follow-up and wanting to complete the pool for the family to enjoy during summer. We are a professional organization and are working diligently to support and fulfill our contract as presented and at and expert level of expectation.  After you have reviewed the attached contract , please let us know if we can provide you with any additional information. 
  
  
  Regards
  
  
  *******************
  Operations
  Premier Pools & SPAS
  e: *****************
  o: ************
  c: ************
  ********************************
  ********* ** 33578
  ****************

• Initial Complaint

  Date:09/16/2022

  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.

  Ppas was horrible, we went through 5 supervisors, 4 crews to do pavers, wrong measurements by premier and admission of wrongdoing and an additional 14k in pavers. Shilpen the owner will tell you whatever you want to but than ignores calls and do what he agrees to. Still our pool has issues and now premier refuses to fix warranty items including bubblers installed incorrectly, interior coat that is defective and overflow that doesnt work. We seek the pool be completed as agreed. We paid over 100k for a fully functioning pool not what we have. I am very disappointed as i went w premier because it was a national brand however they are all franchises and corporate doesnt stand behind their work..disappointed by this company, this pool was our dream now its full of broken promises.

  Business Response

  Date: 11/11/2022

  I did make a call to *********************** and discussed their concerns as per their complaints and concern. It seems they have persuaded the matter and hired an attorney for the same . 
  
  I will wait for the attorney letter from *********************** and prepare my reports for the same to be handed over to our attorney with customers legal copy
  
  I will keep you updated for the next course of action

• Initial Complaint

  Date:08/19/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  My wife and I had many issues with this company during the process of building our pool, but this complaint is focused on two items that I'd like to get resolved.First, the company did add any chemicals or properly balance the chemical levels in the water after they filled the pool. This was supposed to be done as per the attached *************************** document. This failure to properly balance the chemicals led to a massive amount of calcium build-up in the pool. This issue was so bad that we had to pay a company to drain the pool and acid wash it to correct the issue. When we brought this up to the owner (**************), he told us that calcium build-up is not covered under the warranty and suggested I pay him $950 to fix the issue. We declined his offer as, first, his company caused this issue in the first place (this was not a warranty issue) and, second, we had zero confidence in his company's ability to do the job correctly at this point. We ended up hiring another company to fix the issue for $903 (plus $77.39 for a new pool filter cartridge).Our second issue is that this company installed a salt-chlorine generator that has no serial number and is labeled "NON-WORKING DISPLAY MODEL" (picture attached). This was brought to our attention by the electrical company that handles warranty repairs for the equipment. They informed us that we would not be able to get any warranty work done on this unit (if needed) because it doesn't have a serial number.To date, our lawyer has sent two demand letters to this company regarding the first issue, which they have never picked up from the post office (sent certified mail and required a signature). We have also sent multiple emails regarding the second issue and have received no responses to any of them.As for resolution, we would like the be reimbursed $980.39 for the first issue and we would a new salt-chlorine generator that has a serial number and will be covered under warranty.

  Business Response

  Date: 11/03/2022

  Update on this BBB Complain 17895046

  Customer was out of town and returned on Monday 10/31-

  
  

  1. ******* has the warranty scheduled for this Saturday 11/5/2022 between 12pm to 2pm. They are wondering why their team mis-communicated the customer with wrong information resulting a complaint
     
  2. Customer seems didn't give us a chance to check the chemical level and assigned a 3^rd party to do the job and Invoiced us for $900. Irrespective of that we would like to negotiate and settle the amount but we would surely require the Invoice from the 3^rd party for the bill of $900 that was charged to the home-owner and for our internal filing, records and accounting purpose.

  Please note when this is legal then we generally communicate first with the customer and same we put it in writing.

  
  

  Will update further as and when we move ahead

  
  

  Regards

  
  

  
  

  
  

  *******************

  Operations

  Premier Pools & SPAS

  e: *****************

  o: ************

  c: ************

  10114 *****************

  ********* ** 33578

  https://ppas.com

  Customer Answer

  Date: 11/10/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will be awaiting the check for $900 from the business.
  
  Sincerely,
  
  *********************