Complaints

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• Initial Complaint

  Date:05/30/2023

  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.

  I have purchased two residential pool/spas from Premiere in the past 7 years. Although the first project wasn't perfect (none are), I relied on familiarity (I know what I am getting) and maybe relied too much on thinking my loyalty would impact the second project. They came in higher than the other bids, however I chose them per above. There was one significant mis-alignment that they argued and I let it go. There was a miscommunication regarding a gas chase line (20 ft of empty pvc pipe) and charged me $700 to bury that. But wasn't until until the plumbing was installed that I became concerned about their ethics.
  
  They installed their plumbing on the property line, partially into my neighbors yard. I ran into it when installing my fence. They said they could move the plumbing but would have to move my A/C units. Because I knew that would be very expensive I got verbal permission from my neighbor to leave the plumbing as is. Premiere requested that approval in writing and that I would have to pay for repairs if they had to move them later. I gave premiere written approval per their request.
  
  Now my neighbor changed his mind (6 months later). The A/C units did not need to be moved, to me that was Premiere using that to avoid the work on their dime.
  
  They are charging me $8,250 to move the plumbing. They are also removing part of my fence (I’ll have to pay the fence company to reinstall it). I will also have to replace shrubs, sod and mulch when complete. They know I will use them to do the work because I’ll lose my warranty if not. I know they have me in a corner, but they shouldn't be allowed to take advantage and over-charge me.
  
  With me finding out they installed on my neighbors property by chance, them telling me the A/C units would need to be relocated to move the lines - forcing me into the agreement that cleared them from future damages, they should cover at least half the costs. It is clear they have marked this up significantly.

  

  Business Response

  Date: 05/31/2023

  Dear Mr. *******,
  Thank you for reaching out to
  us with your concerns regarding the change order estimate we provided for the
  plumbing issue that arose during the construction process. We appreciate your
  feedback and the opportunity to address your concerns in detail.
  
  We understand that you believe our pricing for the change order may appear as
  price gouging. However, we would like to assure you that our approach is rooted
  in a thorough understanding of the project's requirements and a commitment to
  delivering the highest quality workmanship.
  
  Prior to commencing the construction, we conducted a pre-construction meeting
  where we discussed various aspects of the project, including potential issues
  that might arise during the process. Specifically, we anticipated the plumbing
  issue that has now necessitated a change order. By addressing potential
  challenges ahead of time, we sought to minimize disruptions and ensure a smooth
  construction experience.  Unfortunately, now that you have reached a
  different decision after the completion of the swimming pool than was discussed
  at that time,  we are required to come up with a plan to try to resolve
  this issue without moving your a/c unit.  This solution is not ideal by
  any means and truly would have been best resolved at the start of the plumbing
  phase by means suggested by our company at that time.   Instead your
  wife gave permission on September 22nd, for the plumbing to be installed as it currently
  has been and also confirmed in her email your neighbors permission to allow us
  to do so as well. 

  
  Furthermore, during this
  meeting, we clearly explained the potential risks associated with the plumbing
  system and the additional work that might be required if certain complications
  arose. We provided you with detailed information about the estimated costs
  involved, allowing you to make an informed decision regarding the acceptance of
  responsibility for any unforeseen plumbing work.
  
  We take pride in our experience and expertise, which enable us to anticipate
  potential mistakes before they happen. Our pricing for the change order is
  based on the actual cost required to complete the plumbing work to the highest
  standard, factoring in skilled professionals, quality materials, and necessary
  equipment.
  
  As a company, we strive to maintain transparency and fairness in our pricing.
  We do not engage in price gouging or take advantage of our customers. Instead,
  we prioritize delivering exceptional results and ensuring customer
  satisfaction. We understand that unexpected costs can be frustrating, but
  please be assured that the price reflects the actual expenses involved in
  resolving the plumbing issue.
  We understand that you have found another company that is
  willing to complete this work for a price satisfactory to you, as a resolution
  we would like to offer our underground lifetime plumbing warranty to remain
  intact for all plumbing outside of the scope of work completed by this third
  party.  Should this resolution be satisfactory PPCF will provide an
  amended warranty document reflecting this agreement.   
  

  
  

  

  Business Response

  Date: 06/16/2023

  Mr. *******,
  No pool contractors bury plumbing lines under a/c units as
  standard operating procedure.  Prior to work commencing you were presented
  with two options; move the A/C unit temporarily to allow for the plumbing lines
  to run on your property and have the equipment in its current location or move
  the equipment to along the side of the pool deck.  Unfortunately, neither of those solutions were
  agreeable to your wife and you, therefore the only other option was to have
  plumbing installed as it currently is.     The new solution
  suggested to install plumbing under and around your A/C was only offered to
  help resolve the situation and as we mentioned is NOT the normal plumbing
  procedure on any pools.  We would have much rather you had chosen one of
  the other options presented at the start of the project than do what is being
  proposed now.  We can mark any plumbing necessary to facilitate the work
  you plan to have done with another contractor as long as it is exposed for us.  Our offer still
  stands to warranty all plumbing outside the scope of work done to move the
  plumbing under the A/C.   Lastly, if fencing material is provided, we
  are willing to install the fence for you and your neighbor free of charge. 
  To accommodate the location of the current plumbing we would have to modify the
  length of the fence posts and encase them with sufficient cement to ensure
  structural integrity.  Please let us know if either of these resolutions
  are agreeable to you. 

  Customer Answer

  Date: 06/21/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business.

  I have been in the middle of working with Pool companies, trying to come up with an agreement to move forward.  Unfortunately I have been unsuccessful. 
  
  
  When I shared with them the current situation with the neighbor, they decided to back out.  They said that Premier installed the plumbing in the neighbor’s yard without a signed agreement from the neighbor, therefore the current agreement with the neighbor is invalid. They do not want to get involved in a project that is already being disputed with the neighbor.
  
  I need to get this done, and I believe Premier is the only one who can help me.  I trust your response on the costs, so I am willing to work with your estimate.
  
  
  
  Sincerely,
  
  
  
  ***** *******