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:04/25/2025

  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 consulted with Premier Pools and Spas to build a new pool in my back yard. An assessment was made, and a price quote was given to construct a new pool, which included the removal of my concrete back patio. I really liked **** ******, sales manager, and his explanation of Premier Pools and Spas promise to its customers to construct a well-built pool with a lifetime warranty, while exceeding customer expectations. Therefore, I hired ********************** on September, 22, 2023. After obtaining the permits, excavation was completed. Then, I was then informed that I needed to pay an additional $1, 600 for the concrete patio that was already removed. It was explained to me that additional equipment was needed to complete this task. I explained that the original quote included removal of the patio and that the proper equipment should have been brought to the construction site initially. I was told that if I did not pay the $1,600 all future work on my pool would cease until I paid the additional money. I begrudgingly, paid the money. Months went by enduring many disappointments and delays and finally my pool was finished on December 20, 2024. When the pool equipment was turned on, an excessive amount of sand was expelled from the pipes and settled to the bottom of my pool. When the sand was vacuumed up, a permanent tan discoloration was revealed where the sand had settled. This is very alarming to me. It makes me question the integrity of my pool and will I have major issues with it in the future. Lastly, two prefabricated equipment pads were used for the pool pump and the pool heater. One of the pads was already replaced because of cracking. Unfortunately, the other equipment pad has cracked. Upon further examination, I discovered that neither of the pads were leveled prior to placement. I have reached out to the Premier Pools staff on multiple occasions through text and phone calls concerning all of these issues with no resolution. I am so upset and disheartened

  Business Response

  Date: 05/12/2025

  We have examined the equipment pads and found to be a surface crack only and we check the level of the pads and they are correct. Her only other complaint is the plaster which we believe to be normal but we have a plaster crew going to inspect it to see what the issue is.

  Customer Answer

  Date: 05/13/2025

  Hello,

  My gas heater is located on the cracked equipment pad. If this crack worsens with time, this is a safety concern for me. An abnormally excessive amount of sand was expelled from the pipes during the equipment start up. This caused a loss of blue color in the diamond bright. Where ever the sand settled, there is an obvious discoloration along the entire long side of my pool and the discoloration is also present in various other areas. This could have easily been prevented if the sand was caught with a net. 

  Thank you

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23252646
  
  I am rejecting this response because my gas heater is located on the cracked equipment pad. If this crack worsens with time, this is a safety concern for me. An abnormally excessive amount of sand was expelled from the pipes during the equipment start up. This caused a loss of blue color in the diamond bright, which is not normal. Where ever the sand settled, there is an obvious discoloration along the entire long side of my pool and the discoloration is also present in various other areas. This could have easily been prevented if the sand was caught with a net. 
  
  Sincerely,
  
  ********** *******

  Business Response

  Date: 05/28/2025

  Mrs *******,

  You do not have sand in  your pool. The dust you are referring to is plaster dust which comes from brushing your pool. You were instructed several times, including in writing that you need to continue brushing your pool and allow the filters to pull out the plaster dust. This plaster dust is to be caught by your filter and after the 7 days of doing this, you were instructed to clean your filter and balance the pool, Neither of  these things happened and has created some stain marks. These stain marks are not covered by your warranty. You can apply Jacks Magic Magenta to the pool to see if these can come out. If not, we can certainly help you obtain a plaster company to come acid wash the pool once again.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23252646
  
  I am rejecting this response because: Now, I do not have sand in my pool. The excessive amount has already been vacuumed up.  How can Premier Pools & Spas falsely accuse me of not following their instructions when they were not even present. Of course, I brushed the sides of my pool twice per for for 10 days until the plaster dust was no longer visible. ***** ******* himself cleaned my pool filter shortly after the start up. He also cleaned it for a second time, trying to help me get my heater functioning. Of course, I brought a sample  of my pool water the the pool supply company, Pinch a Penney, as per ******* instructions. I have added at different times in varying amounts; salt, chlorine, muriatic acid and stabilizer conditioner. I would never jeopardize the outcome of my pool that cost over ****** dollars. I am attaching a photo of the pool prior to fill up, depicting the white discoloration between the wall and floor. The same areas  where the discoloration is currently present.
  
  Sincerely,
  
  ********** *******

  Business Response

  Date: 05/29/2025

  Again, this is not sand. This is plaster dust. I am sorry, i am unable to give you the answer your wanting. 

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23252646
  
  I am rejecting this response because: I don't know why Premier Pools & Spas (PPAS) won't do the right thing and take responsibility for  the discoloration that is not caused by a stain, improper water chemistry, plaster dust or any other excuse they can think of.  The problem occurred from the beginning. In the cracks between the wall and the floor, the blue in the Diamond Brite is missing, giving the obvious white color. It is in these same areas that my pool is discolored. I hope that **** will fix my pool at no cost, so that all of us can move on.
  
  Sincerely,
  
  ********** *******

• Initial Complaint

  Date:11/15/2023

  Type:Order 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.

  The following is an email that I tried to submit to their complaint page listed on their website, but it was rejected by the sender. Hello, My name is ********************* and I contracted PPAS **************** **** to build a pool in my backyard. The construction process was a nightmare, and I never wanted to work with Premiere again. However, three months after pool completion my Baja shelf (tanning shelf) began to cave in and formed a bowl shape. I contacted PPAS in writing on September 11, 2023 as per my contract agreement. My project manager *** and owner **** both came out that day and confirmed the defect. We worked out a plan and they left. Communication was good for the first couple of weeks, but since then communication has stopped. **** said we were waiting on materials while *** said materials came in last month but my pool just wasnt on a priority as they had Thanksgiving pools to finish. At this point I cant reach anyone. My contract states within the first year I can report major issues and they agree to resolve them in a timely manner, and they are in violation of that. This is a major structural issue and it continues to get worse. I submitted a customer complaint on November 13th and waited the ***** hours for a response. I have not received a response from anyone. My ultimate goal is just to get my pool fixed, but if PPAS St. ****** continues their pattern of little to no communication and poor customer service, I will have no choice but to continue to escalate this issue. Im hoping this email will reach someone that is willing to contact me and work with me on this issue. Thank you,Macee Black

  Business Response

  Date: 11/16/2023

  We are a South ******* Pool builder. We have no record of this customer in our database, we have not built a pool for this customer and more importantly, we do not build in the *************. This customer may be thinking of another company in her state.

  Customer Answer

  Date: 11/16/2023

   
  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.  
  
  

• Initial Complaint

  Date:05/04/2023

  Type:Order 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.

  To whom it may concern,Nov 2020 - Signed Contract to build a pool (Promised timeline of 9 months)Aug 2021 - Break ground and excavate, form complete (had to pay $1000 extra for rock bed below pool)Sept 2021 - Gunnite Complete Nov 2021 - Plumbing Starts - Dec 17 Plumbing passes after 8 failures Dec 18 2021 - fill pushed in around pool Jan 29 2022 - Coping completed (property still filled with mounds of fill)Jan 31 2022 - Tile complete and pump assembly built Feb 10 2022 - Decking delivered (had to pay $2000 extra over contract due to materials availability)Feb 18 2022 - Decking complete Mar 28 2022 - Yard is leveled (come to find out later that fill was not removed)Jun 2 2022 - Premier Pools notified of yard and pool still filled with debris June 11 2022 - Plaster complete, pool filled, final payment sent July 7 2022 - Premier Pools notified of decking issues (at this point we had been referred to our 3rd project mgr)Fast forward to Jan 2023... At this point it seems we have been failing final inspection after final inspection because according to the inspector, the yard elevation was 15 inches over its required height. Because the fill was never removed back in Mar 2022. On Jan 3 2023, team was here to remove 2 dump trucks full of fill that should have been removed in Mar 2023. Feb 2023 - Sod is laid Feb 2023 - Called pool company to find out if the Final Inspection would be happening any time soon.April 2023 - Started getting additional invoice for "Fees and Permit renewal" for $1000 with a notice that it must be completed before 6/23/2023 At this point I am not paying for fees associated delays that the pool company could control. I need help to get my pool a final inspection and most likely legal help to avoid a lien on my home.Please help!***************************** I can provide a multitude of documents, pictures, and text messages. they will far exceed 5mb

  Business Response

  Date: 05/26/2023

  Your permit has been closed out and all inspections have passed, per the city building department. I have no idea what you are referring to.

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20020812
  
  I am rejecting this response because:
  

  I need to know that this process is done.  I need other customers out there to know what I experienced. Attached is 9 days worth of emails that I kept with them requesting and additional $1000 in funding to secure my Final Inspection, holding inspection for ******.  So, last week, once again without any effort from PPAS, I took it upon myself to work with the city to solve a problem you created. The city was kind enough to work out a plan with me to get this inspection complete without paying $1000, and took care of me in 24hrs. Not ONE step from PPAS has gotten us to resolution and we still have outstanding issues that have not been resolved in a year with the decking. And now PPAS wants to shrug it off like they solved it.  No.  This process has taken over 3 years, NOT one minute due to my delay.  People need to know about them.

  Sincerely,
  
  *****************************

  Business Response

  Date: 05/31/2023

  It has not been three years, your pool was excavated on 8-4-21 and interior finish was installed on 6-13-22. Due to covid and material shortages the average time to build in ******* was 10 months. Although you did sign contracts earlier, your municipality took almost 7 months to issue the permit. In addition, we requested many times that you lay down your sod so that we could do final inspection, and we sent several emails to you that your permit was about to expire and that we need to call in final, but could not until you had your sod down. This wasnt done until February of this year. although we attempted to conclude your job, we are happy you were able to help in closing out your permit.

• Initial Complaint

  Date:02/17/2023

  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.

  Premier pools completed construction of our pool in October 2022. We do not have a complaint about the pool itself. Our complaint is with the decking. Premier used travertine tile to deck our pool. After approximately 8 months the decking began to collapse around the pool and was getting progressively worse . We attempted to contact Premier pools numerous times because this was supposed to be a warranty issue. They never returned our calls or answer our text or emails. The problem continued to deteriorate and we were told by other paver companies that our decking appeared to have been put in without bleeding out the air pockets. This is what caused the pavers to collapse. It progressed to the point where we had to hire an outside company to repair. The repairs cost us $1250.00 dollars. We want to be reimbursed. I do have before and after pictures that I'll try to upload. I also have a witness who owns a paving company and repaired the damage.

  Business Response

  Date: 02/17/2023

  We are sorry to hear about the settling of your decking. We ordered a compaction report from our soil engineer prior to installing the deck as required by the city. Compaction passed the engineer and the city prior to putting the decking down. 

  Unfortunately, we live on shifting sand and this can happen. Because of this naturally occuring problem we do not offer warranty on decking that is installed. I have attached a copy of your contract with warranty information about your pool. You have a copy of this as well.

  In addition, we do care for our customers and if this settling happens shortly after installation, we do send the deck crews back within a certain time period. However, in the case with your pool, it was not completed in 2022, we plastered your pool on 9-23-21 afterwhich the pool was filled. Final inspection passed and the permit closed on 11-09-21.

  I have attached both your warranty and the timelines of your build.

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19420257
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 03/07/2023

  Ive been trying to respond to Premier Pools by sending pictures of the pavers that collapsed. The pictures show that the failed pavers were all directly around the perimeter of the pool. Having difficulty sending pictures.

  Premier would have you believe that this is just a random settling of the ground. not surprising that it took a complaint to the BBB for this company to finally respond to my conserns. That alone shows their complete disregard to a consumers conserns. Not surprising. 

  Premier advised that the Inspectors approved the decking that was installed.  Of course the collapse of the pavers occurred over time. (A short period of time). The Inspector has no way of seeing what's going on underneath the pavers. Premier also states that the ground moves and things shift. I didn't realize that such a random shifting ofvthe earth would occur so perfectly around the immediate perimeter of the pool.

  Two paving companies both advised that this type of collapse only occurs because the pavers were not installed correctly.  I can produce these witnesses if needed.

  Premier pools needs to reimburse use for their substandard work on the decking. I'm prepared to file a complaint against the business licenses of the main principals of the company.  

  After all the many attempts to contact this horrible company.  Only now do they respond. They need to be held accountable. 

  Business Response

  Date: 03/08/2023

  We are sorry to hear about your deck shifting. I have attached a copy of your contract with warranty information on it. Our contract states that we dont give any warranty to decking for cracking, chipping, raisiing, settling or discoloration. See attached. However, out of good faith to our customers we will fix most things within a year from completion. Your pool was completed on 9/23/21, which is well outside the one year we would have taken care of it.

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19420257
  
  I am rejecting this response because: On  9/23/21,  The deck was installed.  The deck is not even 2 years old and it's falling apart!! It's absurd that Premier Pools would use that over a year  excuse not to fix the problem they caused. 

  Customer beware when you deal with *********************************************! Also it was not shifting but a defect in installation that caused the problem. The company that repaired Premier Pools works will witness to that. All the shifting occurred directly around the perimeter.  So it was NOT random shifting that caused the problem!! 

  I don't expect anything from Premier Pools! Because this is the type of horrible company they are. How arrogant in asserting that out of Courtesy they will repair if it's only within a year! My pool is not even 2 years old!!!!! Shame on you Premier Pools! I will make sure that I use every means to inform everyone about this situation!! To include further legal  action in the future.  Let's see what potential customers think of this situation.  Buyer beware when dealing with Premier Pools!

  We're not going away. We need to be compensated for YOUR substandard work!!!
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/10/2023

  Please refer to your contract and your list of warranties.

• Initial Complaint

  Date:11/17/2022

  Type:Order 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 signed a contract to build a pool with PPAS of South ******* on April 6th 2021, construction didn't start until March 2022. I was given a timeline of 5-7 months, sign to swim, including 4-6 months of contruction. My contract was paid in full Oct 17, 2022 per the terms of the contract.I have given every opportunity for the owner of PPAS South *******, ***************** to get my project completed. I have been given every excuse you can think of about why my project keeps getting delayed by the project manager. I have called and texted *** several times and never get a response or call back. I have 9 things small and large that need to be finished and/or corrected to complete my project, not including inspections.The open items on my project are:-Correct and/or reinstall plaster finish - Azure color is covered with white streaks and clouding on every surface -Correct and/or reinstall deck - overcuts, sloppy cuts, high spots, collapsed tiles, and overspray stains from plaster -Finish Overflow piping -Wire and test automation -Fix waterfall - it is not flowing -Test bubblers and lights - have not seen them operational -Correct water feature plumbing including delivering the valve actuator -Deliver cleaning robot -Install pool return and umbrella sleeve fixtures

  Business Response

  Date: 11/17/2022

  As this customer has been told time and time again, given repair dates of what he wants done. this customer is never satisfied. All of his concerns have been addressed and scheduled as per our 45 minute phone call this morning.

  Customer Answer

  Date: 11/27/2022

   
  Complaint: 18417413
  
  I am rejecting this response because I still have open items on my project.  I was told the items would be completed by 11/18, the items below were not.  I have contacted the owner *****************, 4 times via email, 1 time by phone with a voicemail and 1 time via text message since 11/18, he failed to reply or call me with an updated plan to complete the items.  Pending items listed below.  

  1.Clean overspray plaster off 20+ tiles

  2.Correct depth of sun shelf bubblers

  3.Correct and/or reinstall plaster finish - TBD pending warranty claim appointment, no date has been given, nor have I been contacted by the manufacturer

   4.Wire and test automation - partially done by electrician 11/21 - Electrician needs to come back now that the plumbing is corrected to setup automation

  4a.  Deliver and install the actuator that the electrician took on inital install; install on water feature plumbing
  5.Fix waterfall - it is not flowing
  6.Install Umbrella sleeve fixture
  7.Deliver cleaning robot - on order / pending delivery

  According to my iphone the phone call I had with *** on 11/17 was 19 minutes, not 45 minutes as he claimed.  

  Sincerely,
  

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

  Business Response

  Date: 12/07/2022

  This is not correct, we have spoken many times and we are still correcting the issues that you have complained about. We ask that you be patient as we work thru the repairs you have requested. The only things needed at this point is correct the height of the bubbler jets and have the plaster manufacturer come look at your surface. Both of these items have been scheduled.

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18417413
  
  I am rejecting this response because there are still several open items that need to be completed.  There has been little progress the last three weeks.  When can I expect them to be done?

  Pending Items
      -Clean overspray plaster off 20+ tiles - pending my inspection
      -Correct depth of sun shelf bubblers - not done / no progress
      -Correct and/or reinstall plaster finish    - TBD pending MFG appointment; still haven't been given a date
      -Wire and test automation - Wire in the 2 actuators and setup the automation
      -Deliver cleaning robot - on order / pending delivery - You told me this was on order more than 4 weeks ago...what is the tracking number?

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/05/2022

  Type:Customer Service 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 signed a contract in October 2021. The pool was to be complete April 2022. They have more than half of my money and I only have a hole in my backyard. The pool is not complete as of today 8.3.22. I have a huge crater in my backyard. The company is asking me for more money due to drainage. The area drains fine, however, their construction crew never shows up. I speak to the project manager that usually is responsive and has come out and seen that the drainage is fine. No one will call me. No one has shown ** in months. I am at my wit's end. I have been asking for a meeting on my project and no one will call.

  Business Response

  Date: 08/05/2022

  ***************, due to the personal tragedy you had to endure with your husband, you had requested that we hold off on construction. Once you gave us the go ahead, we began immediately. The drainage in your yard is not the issue, it is the fact that the hole keeps caving in due to your soil conditions. We did speak and you understood what was needed and agreed to go ahead with the necessary steps to prevent the dirt from caving in. So i believe that we are on the same path now.