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:02/10/2025

  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.

  1. Company agreed to pay for irrigation installation, created an agreement with irrigation specialist, received invoice and has failed to pay for service. 2. Areas of repair noted through walkthrough with company. Over 3 months without any repairs being completed. List of repairs include: replace glass tiles correctly on spa, replace poorly cut paver tiles, replace broken waterline tiles, fix plumbing issue creating a single drain system from spa which is federally illegal ********* ****** ***** law), replacing coping with abnormal staining. Replace stained paver tiles.

  Business Response

  Date: 03/25/2025

  This project has been completed.

  Customer Answer

  Date: 04/22/2025

  I do not accept the response. None of the checklist items were addressed by the company. I have reach out multiple times with responses but no action. 

  Customer Answer

  Date: 04/22/2025

  Date Sent: 4/22/2025 10:05:45 AM
  I do not accept the response. None of the checklist items were addressed by the company. I have reach out multiple times with responses but no action. 

  Business Response

  Date: 05/23/2025

  To Whom It May Concern:

  We are actively working with our customer to get their punch list addressed as fast as possible.

  Thank you,

  **** *****

• Initial Complaint

  Date:02/06/2025

  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.

  In September of 2023 we hired presidential Pools of Florida to construct our pool at ****************************. They started construction in January of 2024 I believe after a long few months of them telling us they were waiting on the permits to be approved. Since then they have been dragging their feet on the job. Barely coming every few months for a few hrs to get something done and we do t see them for months again after. At one point a lien was placed on the property from the gunite company for non payment even tho we paid presidential pools. Since June 2024 Ive been trying to communicate with *** and **** who I was told are the managers and no one has enough courtesy to respond. We have gotten to the point where my yard is in a deplorable condition because the irrigation had to be cut off. The water has settled in the pool shell and attracting mosquitoes and other insects. My neighbors are complaining. *** has now served us with legal documents due to this. Every time we call there is no one available to speak. They promised millions of times that the job will be done in two weeks and its been over half of a year that they have been saying that. Its really disappointing to know that we have invested so much money to end up in this situation with a company who clearly does not care about its customers. I literally have no one to contact at that company and when you call the phone its always the receptionist saying someone will call back and no one does. They placed pavement down in the back and its not level and a hazard. I complained no one has been there yet to even check it out.

  Business Response

  Date: 03/25/2025

  We have just passed all inspections required to get this pool to the finish line. We are awaiting the fence to be reinstalled so we can plaster and fill this pool.

   

• Initial Complaint

  Date:01/16/2025

  Type:Product 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.

  Date of ********************** Signed June 27 2024 Amount Paid $114,500 in deposits.What the Business Committed to Provide Presidential Pools promised to deliver a completed swimming pool within 46 months. Nature of the Dispute:Lack of Progress: The project has dragged on for months with minimal work done. Our backyard remains an unfinished construction site, creating ongoing stress and inconvenience.Poor Communication: We have had multiple project managers and frequent scheduling issues. The latest project manager has failed to show up on three separate occasions after confirming **************************** Concerns:The unfinished pool is an open pit with no proper fencing or safety barrier to protect our children. We are deeply concerned about potential accidents.Continuous dust and debris from the abandoned construction site have raised health concerns for our two children, who can no longer safely use the backyard.Missed ****************** Commitments: Promised stepslike plumbing and tile installationhave been repeatedly postponed or never **************** Response Attempts:Presidential Pools has provided occasional updates, but these promises have not led to concrete, timely action.Despite being assigned new managers and new timelines, none of our concernsparticularly regarding safetyhave been adequately resolved.Desired Outcome / Resolution:Due to prolonged delays, broken promises, and serious safety and health risks, we are now seeking a full refund of the amounts we have paid. We can no longer trust the company to complete the project in a safe, timely, and satisfactory manner.We have attempted to cooperate with Presidential Pools and allow them to rectify the issues, but the ongoing lack of progress and attention to our concerns has made it impossible to move forward. We hope the Better Business Bureau will facilitate a resolution by helping us secure the refund we are requesting.Sincerely,***** **************** ****

  Business Response

  Date: 01/16/2025

  Mr. ********,

  We do understand your frustration for the lack of progress over the past 4 months. As you had mentioned, our typical construction time is 4-6 months for a project like yours just as you had mentioned in your complaint and we will have your project completed within that time frame as promised. We have not passed our time that we have promised and will have you swimming within the 4-6 months as you have mentioned.

  Thank you,

  Presidential Pools & Spas

  Business Response

  Date: 01/16/2025

  Good evening,

  Just like Mr. ******** said, we have promised a construction timeframe of 4-6 months from dig to swim. We completed the "dig" phase on September 10, 2024 and have continued to work on his project weekly. This is not an accurate complaint as we are well within our timeframe of 4-6 months and will have them swimming within that time frame. The display of this complaint is not fair as we have not exceeded the time frame as promised nor have we done anything unethical, or against what our contract states. The homeowner has been contacting us to build his pool faster but as we discussed during our initial site visit, our build times are typically between 4-6 months, which we are currently within.

  Please remove this complaint - it is not fair to post this complaint when the homeowner themselves said we are within the specified time frame as we had discussed.

  Thank you,

  Presidential Pools & Spas

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

• Initial Complaint

  Date:01/09/2025

  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.

  The construction of my pool (which is still not completed 15 months after signing the contract) has been the worst experience of my life. A few specifics below: We signed our contract in October of 2023, as of January ************************************************************************************************************************** my backyard. Anytime our project manager would tell us a date, it was missed, by weeks, not days. The work that was put in place was subpar and considering the amount we spent on this we expected a lot more. We paid every invoice the day they were requested and yet received two (2) liens on my property, one of which was foreclosed on. The use an answering service for their main phone number, so you will never get anyone on the phone. Our project manager quit, and no one reached out to tell us, and to this day we still do not have anyone managing our project. At this point, I still have an outstanding lien on my property and work that needs to be completed that they are making no effort to complete.

  Business Response

  Date: 01/16/2025

  Mr. ******,

  As promised via email, your lien has been satisfied and your punch list is being addressed. We are always striving to ensure that the end product that Presidential Pools & Spas delivers is something that you originally had envisioned from the start. We do understand that there will be issues and hurdles along the way like most construction jobs, but we will always make sure that we finish the project with all of the boxes checked. Thank you again for being a customer of ********************************************* & Spas.

  Thank you,

  Presidential Pools & Spas

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22792117
  
  I am rejecting this response because the punch list still has not been completed. I will accept the Business' response once all items are closed and completed.  
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/25/2025

  We have closed out Mr. ******** permit and are finishing his last punch list item. This pool is completed.

• Initial Complaint

  Date:12/19/2024

  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 put a deposit down and signed a contract for a pool 8 months ago. At time of signing they told us the pool would be ready to use by December or January.They have not even broken ground and I cannot get anyone to call me back. I leave messages on their answering service and their website chat, nothing. At this point I feel like we have been abandoned.This is the worst experience I have ever had with a construction company and I think I have been scammed.

  Business Response

  Date: 01/16/2025

  Mr. *******,

  We spoke with your wife who was not aware of this complaint - she was clear that due to the time it took to secure the permit due to changes made during the permitting process that were not done by Presidential Pools, she wanted to cancel the contract. We gladly agreed and we are currently working with her to obtain a refund and close out the permit and NOC. We want to thank you for the opportunity to work with you and hope your pool dream do become a reality in the future.

  Thank you,

  Presidential Pools & Spas

  Customer Answer

  Date: 02/05/2025

  I fully reject the owners response.  Our hope was to resolve this over email without filing any further complaints with the BBB, but Presidential continues to delay and drag this out.  As such, please reopen this complaint and see our response below.
  
  
  First, regarding the owners response, Im not sure what he is attempting to imply regarding my wife not knowing that I filed the complaint. She is fully on board with my assessment that this has been a completely unacceptable process. ** are not cancelling due to how long it took to get the permit, we are cancelling due to the absolute lack of communication, complete misrepresentations, and incompetence at every step of the process. 
  
  
  Our sales agent knew that we were not done with our design and insisted that we file for the permit anyway claiming we could update it later.  When we were ready with the final design and asked if we needed to submit the revision to the permitting office, he advised "no" and we would "ask for forgiveness later."  This misrepresentation was a failure in Presidentials professional obligations to us and resulted in additional costs and delays in the permitting process.  Two permits had to be filed as a result, both taking 3-4 months, and the second being completely denied because they messed up the paperwork.  Presidential only learned of the denial because of my wifes constant follow ups.
  
  
  Additionally, during the process, they assigned us a construction person to manage our project and then fired him without even letting us know. He was supposed to be our main point of contact.  
  
  
  ** had been attempting to contact the owner for months, reaching out via his receptionist service, online messaging via the website and conversations with our sales agent (on the few times he would actually return our calls). Each time we were assured the owner would reach out to us and he never did. The only time he reached out was when we were forced to file the BBB complaint. Then he reaches out and claims "I'm not sure who told you I would be calling as I have never once heard from anyone to call you about the permit - this is news to me". He seems unwilling to acknowledge that his staff not telling him that we have been trying to reach him for months is a reflection on his business, not us.
  
  
  In his response he claimed that "** have not even started your project and this is already getting off to a bad start." For us, the project started 7 months ago after we signed the contract and paid $12,000. If he does not consider the project as having started at that point then I am not sure what to say. 
  
  
  ** even gave them a second chance following the BBB complaint, where a guy that works for them named Cam called us right after Phils initial response to us. Cam assured us that he knows the people we worked with previously had done a poor job and he would fix it. He asked us for 1 more chance and he would meet with us that weekend and ensure everything was to our satisfaction. ** agreed against our better judgement. He promised he would call us and meet us on the weekend. **ekend came and went and no call. After that we reached out and told him we were done. He initially expressed surprise that we considered him not calling and meeting us on the weekend as he had promised a "communication issue, but then acknowledged he should have texted us.  He stated he ended up having family over and just didn't feel like working that weekend. I have supporting text messages should there be a dispute. 
  
  
  On 12/19/24, in the initial email after the BBB complaint was filed, **** (the owner) offered to cancel the project, we accepted on 12/20/24 and then we did not hear from him for another 2 weeks. In the meantime, I spoke with the other owner via phone and he acknowledged he understood why we were cancelling. Never heard from him again, he ignored my follow up calls and text message. **** finally responded to my wife's follow up emails on January 7th and claimed he would have his GM get back to us that afternoon. His GM never reached out to us.
  
  
  **** then assured us we would hear back regarding cancellation and a refund on the 9th, 10th, 13th, 14th, and 17th.  He would promise wed hear from them on the same day or next day, and then nothing.  All requiring my wife to constantly follow up when they did not respond when they said they would to elicit any response.  
  
  
  Presidential finally reached out again on the 20th and offered a refund of $4,738.92 on the $12,127.30 we already spent, deducting from the amount we paid permit fees, engineering costs, notice of commencement fees, salesperson commissions, and alleged filing fees. Additionally, the email claimed they are charging us "the amount of $2,560 was made as payment towards adding a 4 figure handrail to your project." The email also claimed they had already purchased the handrail, which we havent even selected.  ** specifically told the sales agent not to purchase the ******** and he said he would not as we had plenty of time to make the choice and we could choose at a later date. So not really sure why they then proceeded to purchase a handrail we had not selected. At this point of course I was not surprised, just disappointed.  
  
  
  Every step of the process has been a failure, every person we have communicated with has misled us and failed to deliver. 
  
  
  ** want a full refund and if not a full refund, we require an itemized list of every expense (which we will validate) that they are not refunding.  ** fully dispute inclusion of the commissions to the sales agent (who did not act in good faith, failed in his professional obligations to us, and misled us every step of the way), the handrail, and the vague filing fees.
  
  
  ** requested this information on 1/20/25, and have only received a vague were looking into it type response on 1/27/25.  
  
  
  For these reasons, please reopen this complaint.  Additionally, we are evaluating all options available to us, including filing a complaint against Presidentials license.  To be clear, we are done accepting needless delays. This needs to be resolved.  ** reserve all rights and demand an immediate response (with the information requested on 1/20/25) and a resolution to this matter.
  
  
  Thank you.

  Customer Answer

  Date: 02/06/2025

  Date Sent: 2/5/2025 8:49:43 AM
  I fully reject the owners response.  Our hope was to resolve this over email without filing any further complaints with the BBB, but Presidential continues to delay and drag this out.  As such, please reopen this complaint and see our response below.
  
  
  First, regarding the owners response, Im not sure what he is attempting to imply regarding my wife not knowing that I filed the complaint. She is fully on board with my assessment that this has been a completely unacceptable process. ** are not cancelling due to how long it took to get the permit, we are cancelling due to the absolute lack of communication, complete misrepresentations, and incompetence at every step of the process. 
  
  
  Our sales agent knew that we were not done with our design and insisted that we file for the permit anyway claiming we could update it later.  When we were ready with the final design and asked if we needed to submit the revision to the permitting office, he advised "no" and we would "ask for forgiveness later."  This misrepresentation was a failure in Presidentials professional obligations to us and resulted in additional costs and delays in the permitting process.  Two permits had to be filed as a result, both taking 3-4 months, and the second being completely denied because they messed up the paperwork.  Presidential only learned of the denial because of my wifes constant follow ups.
  
  
  Additionally, during the process, they assigned us a construction person to manage our project and then fired him without even letting us know. He was supposed to be our main point of contact.  
  
  
  ** had been attempting to contact the owner for months, reaching out via his receptionist service, online messaging via the website and conversations with our sales agent (on the few times he would actually return our calls). Each time we were assured the owner would reach out to us and he never did. The only time he reached out was when we were forced to file the BBB complaint. Then he reaches out and claims "I'm not sure who told you I would be calling as I have never once heard from anyone to call you about the permit - this is news to me". He seems unwilling to acknowledge that his staff not telling him that we have been trying to reach him for months is a reflection on his business, not us.
  
  
  In his response he claimed that "** have not even started your project and this is already getting off to a bad start." For us, the project started 7 months ago after we signed the contract and paid $12,000. If he does not consider the project as having started at that point then I am not sure what to say. 
  
  
  ** even gave them a second chance following the BBB complaint, where a guy that works for them named Cam called us right after ****s initial response to us. Cam assured us that he knows the people we worked with previously had done a poor job and he would fix it. He asked us for 1 more chance and he would meet with us that weekend and ensure everything was to our satisfaction. ** agreed against our better judgement. He promised he would call us and meet us on the weekend. **ekend came and went and no call. After that we reached out and told him we were done. He initially expressed surprise that we considered him not calling and meeting us on the weekend as he had promised a "communication issue, but then acknowledged he should have texted us.  He stated he ended up having family over and just didn't feel like working that weekend. I have supporting text messages should there be a dispute. 
  
  
  On 12/19/24, in the initial email after the BBB complaint was filed, **** (the owner) offered to cancel the project, we accepted on 12/20/24 and then we did not hear from him for another 2 weeks. In the meantime, I spoke with the other owner via phone and he acknowledged he understood why we were cancelling. Never heard from him again, he ignored my follow up calls and text message. **** finally responded to my wife's follow up emails on January 7th and claimed he would have his GM get back to us that afternoon. His GM never reached out to us.
  
  
  **** then assured us we would hear back regarding cancellation and a refund on the 9th, 10th, 13th, 14th, and 17th.  He would promise wed hear from them on the same day or next day, and then nothing.  All requiring my wife to constantly follow up when they did not respond when they said they would to elicit any response.  
  
  
  Presidential finally reached out again on the 20th and offered a refund of $4,738.92 on the $12,127.30 we already spent, deducting from the amount we paid permit fees, engineering costs, notice of commencement fees, salesperson commissions, and alleged filing fees. Additionally, the email claimed they are charging us "the amount of $2,560 was made as payment towards adding a 4 figure handrail to your project." The email also claimed they had already purchased the handrail, which we havent even selected.  ** specifically told the sales agent not to purchase the ******** and he said he would not as we had plenty of time to make the choice and we could choose at a later date. So not really sure why they then proceeded to purchase a handrail we had not selected. At this point of course I was not surprised, just disappointed.  
  
  
  Every step of the process has been a failure, every person we have communicated with has misled us and failed to deliver. 
  
  
  ** want a full refund and if not a full refund, we require an itemized list of every expense (which we will validate) that they are not refunding.  ** fully dispute inclusion of the commissions to the sales agent (who did not act in good faith, failed in his professional obligations to us, and misled us every step of the way), the handrail, and the vague filing fees.
  
  
  ** requested this information on 1/20/25, and have only received a vague were looking into it type response on 1/27/25.  
  
  
  For these reasons, please reopen this complaint.  Additionally, we are evaluating all options available to us, including filing a complaint against Presidentials license.  To be clear, we are done accepting needless delays. This needs to be resolved.  ** reserve all rights and demand an immediate response (with the information requested on 1/20/25) and a resolution to this matter.
  
  
  Thank you.

  Business Response

  Date: 03/25/2025

  We have just passed inspections and are preparing to plaster and fill the customers pool. This project is just about complete.

   

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 22710277
  
  I am rejecting this response because:

  our contract was cancelled months ago and no pool has been built at all. They agreed to give me a $6,000 refund but have only given me $1,500 so far saying that they dont have the funds and need other customers to pay so they can pay me with those funds. Pretty confident thats illegal.

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

  Business Response

  Date: 03/26/2025

  We sent the incorrect response to this BBB complaint.

  We have worked with *********** I have attached our contract for your review. It is very clear that we have a zero refund policy once 72 hours has passed. Mr. ****** has consistently threatened litigation, defamation website production, etc... We have worked out a deal with Mr. ****** against what our contact clearly states and will be returning a portion of this deposit to the customer. We secured their permit and were ready to begin construction when this cancellation happened - much farther than the 72 hour time frame for a refund.

  Please see page 2 of the contract where we have highlighted the sentence.

  Business Response

  Date: 03/27/2025

  We agreed on a lower refund amount and never once mentioned we are using other clients money to pay for their refund. That would not be ethical and we would never follow those types of business practices. Please do not allow for someone to put words in our mouth regarding a refund that is against what our contract even shows. This is ridiculous. 

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 22710277
  
  I am rejecting this response because:
  I did not accept a lower refund amount. We agreed on $6,238.92
  The business then sent $1500 and said they did not have the rest of the money and could not pay us at that time:
  
  Quote from **** the business owner in an email to me on March 11 (over 2 weeks ago).
  "I can not pay you the full balance today. Once again, I agreed to pay you against the contract cancellation terms. I can have you paid in the next few days, but not today. I am running a construction business which runs on cash flow. When I collect, I can pay you."
  
  So they don't have the rest of my money. Cannot pay me, have not paid me the remainder of the refund they agreed to and have stated that in order to pay me they need to collect. Please ask the business owner where they are collecting the funds for my refund from. They are certainly not collecting it from me.
  
  On March 12 they said:
  "I will have the final deposit date to you today." 
  Never heard back from them.
  

  There have been many of these communications where they promise to get back to me that day or the next and then nothing until I tell them that I am filing a complaint against their license. Then another quick promise and then nothing.
  I still have not received an itemized list of my costs which I have requested multiple times in writing.
  
  I am moving forward with filing a complaint with the Florida AG and with the local licensing department this week. I will provide a full copy of all email communications to them when I do so. At that point its in the hands of law enforcement.
  I meant to do it last week but I was on vacation. 

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

• Initial Complaint

  Date:06/15/2024

  Type:Service or Repair 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.

  We signed our contract with Presidential Pools May 26, 2022. They did not start on our pool until the week of Thanksgiving, November 2022. Throughout the process of our pool being built, there were extremely long periods of waiting in between each process. Finally in February 2024 they installed the deck/coping. Immediately, we expressed our concerns about the marble deck. There were large spaces between the tiles and we were assured that it was due to sand settling from the rain and they would come back out to fill more sand in between. That was never done and prior to that , maybe 6 months or more we expressed our concern about the granite for the bar that had been improperly measured, and so when it was an installed, it was not long enough. We had paid for that process already, but it was never corrected. We even referred them to several new clients!! We had almost forgotten about the fact that our pool process is nearly at two years already, but we have paid $160,000 CASH with only a small payment left, yet we have weeds growing through the marble tiles, trash from their workers in our pool, and a granite bar that is the wrong size. There is nothing presidential about our experience with presidential pools. Their has been shotty at best. When the pool is complete the pool our investment will be over a quarter of a million dollars including pool and landscaping , yet they refuse to correct their mistakes on the pool that started its process over two years ago now! If you thinking of hiring presidential pools for your backyard oasis, RUN!!!! We are in the process of hiring someone else to fix their mess and finish the job.

  Customer Answer

  Date: 06/27/2024

  One of the owners came out to talk to us on June 20, 2024. We discussed our concerns and addressed every detail that we were unhappy about. He said they would get started right away on fixing the things that were needed and they would get back to us the next day, June 21, 2024 and not a definite finish date but said he would have us swimming in about 2-3 weeks now here we are June 27, 2024 and once again. NO COMMUNICATION from them. I just do not see how they run a company like this. 

  Customer Answer

  Date: 06/27/2024

  One of the owners came out to talk to us on June 20, 2024. We discussed our concerns and addressed every detail that we were unhappy about. He said they would get started right away on fixing the things that were needed and they would get back to us the next day, June 21, 2024 and not a definite finish date but said he would have us swimming in about 2-3 weeks now here we are June 27, 2024 and once again. NO COMMUNICATION from them. I just do not see how they run a company like this. 

  Business Response

  Date: 07/11/2024

  To Whom It May ***************** had to stop construction on this job due to non-payment from an invoice that was due in March 2024. We could have considered this a "Breach of Contract" and cancelled the job, but instead waiting for the customer to respond to his non-payment issue. This is not a legitimate complaint and I do not want to have to respond back to ******************** letting everyone know that he did not pay his invoice on time. I can supply multiple emails and text messages to ********************. This complaint should not be allowed to be on our BBB page. Please contact me directly for any questions or concerns.

  ******************* - Owner

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

  Business Response

  Date: 07/24/2024

  We are wrapping up this project shortly for the customer. We have the customer on the schedule to get their interior finish done and their granite countertop along with their custom roof. All of this will be done within the next 2 weeks.

  I believe this has been resolved as we are currently working on his job today and will finish soon.

  thank You,

  Phil 

  Customer Answer

  Date: 07/25/2024

  Nothing they say they are going to do has been done. They were supposed to correct the problems weeks ago. Nothing has been done. Our pool has been sitting like it has been for almost 2 years with nothing being done. The owner himself said that somebody was out here doing some work and I looked on my cameras. No one has been here. Nothing has changed Yet they are requesting money however weve already given them $160,000 with an unfinished pool we have addressed our concerns and what were not happy with and things that were done incorrectly they refused to correct the problems or finish it 

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21855136
  
  I am rejecting this response because:

  Nothing they say they are going to do has been done. They were supposed to correct the problems weeks ago. Nothing has been done. Our pool has been sitting like it has been for almost 2 years with nothing being done. The owner himself said that somebody was out here doing some work and I looked on my cameras. No one has been here. Nothing has changed Yet they are requesting money however weve already given them $160,000 with an unfinished pool we have addressed our concerns and what were not happy with and things that were done incorrectly they refused to correct the problems or finish it 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/29/2024

  We have been working with the Marshalls to complete their new backyard oasis - typically if the customer does not follow the correct payment schedule per the contract they signed we will halt all construction until we have collected the milestone payment. Unfortunately in this situation, the customer has still not paid their milestone payment from March 2024 and submitted a negative review due to our lack of progress on this job from a "non-payment hold". We have resumed construction even with non-payment and will try and collect the last two payments upon filling the pool with water. We have tried multiple times to reach out to ******************** for payment and have not been successful as he does not feel that he should have to pay what he signed on the contract. This is unfortunate for the customer as they could have been swimming months ago if the payment was made on a timely manner. We will continue to work with them until they are swimming.

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 21855136
  
  I am rejecting this response because:
  Its BEEN 2 YRS OF UNPROFESSIONAL WORK . The deck is has TONS OF WEEDS COMING THROUGH THE PLATFORM.AFTER 30 days of install . I paid 160k cash so far and I have  a pile of junk completed by this company.  The OWNER CAME OUT AND TOLD MY WIFE to her face I quote YOU WILL BE SWIMMING IN 2 WEEKS well that was 2 Months ago !!  We are now starting initiation to no longer have Presidential Pools be allowed to do any work in the entire subdivision? I have all of the  money! There is no problem there .the  objection here is the **** league work Ive received so far !!!I have NEVER BEEN APART  of  a CIRCUS LIKE THIS COMPANY. I own over 600k in cars alone theres no problem with the remaining 39k  balance. Thats peanuts 

  if you here the name .PRESIDENTIAL POOLS .. RUN FAST!! I will report back with a resolution one way or the other whether its time to get the attorneys involved or  to get a new company to finish the job how many people out there wouldve paid $160,000 and still have no water even in the pool.

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

  Business Response

  Date: 09/03/2024

  ************************ late payments have caused us to stop all work on this project until we have been paid for work that was completed over 6 months ago. Since then we have filed a lien on the property and will not begin the foreclosure lawsuit due to non-payment. We have tried and tried to work with this customer to no success. We were advised by our counsel to complete the job then begin the foreclosure lawsuit for non-payment. While we never want it to get this far, this customer has given us no other choice. Demanding work to be performed and threating us by "banning" us from their community is not going to help the situation. We did visit the customers recently to discuss their project. We never said they would be swimming in two weeks as it took the homeowner over two weeks to fix their fence. It's one thing after another with this customer on why they do not want to pay. We deliver hundred of pools each year with the quality our customers expect - we have no options at this point as the customer either threatens, demands or does not respond. See attached lien that was recorded due to non-payment of $29k that was due when the coping we installed (not even the deck, but we decided to do that as well). This invoice was issued in February of 2024. Still not paid. This review shouldn't even be visible on the BBB as this is clearly an issue of non-payment and now the customer is just trying to make us look bad. 

  Business Response

  Date: 09/09/2024

  ************************ late payments have caused us to stop all work on this project until we have been paid for work that was completed over 6 months ago. Since then we have filed a lien on the property and will not begin the foreclosure lawsuit due to non-payment. We have tried and tried to work with this customer to no success. We were advised by our counsel to complete the job then begin the foreclosure lawsuit for non-payment. While we never want it to get this far, this customer has given us no other choice. Demanding work to be performed and threating us by "banning" us from their community is not going to help the situation. We did visit the customers recently to discuss their project. We never said they would be swimming in two weeks as it took the homeowner over two weeks to fix their fence. It's one thing after another with this customer on why they do not want to pay. We deliver hundred of pools each year with the quality our customers expect - we have no options at this point as the customer either threatens, demands or does not respond. See attached lien that was recorded due to non-payment of $29k that was due when the coping we installed (not even the deck, but we decided to do that as well). This invoice was issued in February of 2024. Still not paid. This review shouldn't even be visible on the BBB as this is clearly an issue of non-payment and now the customer is just trying to make us look bad. 

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 21855136
  
  I am rejecting this response because:
  
  we have paid every single invoice that was due. The only invoice and question is the invoice for the coping which is our deck that was not completely finished. We have cracks all through the deck and it was improperly installed in the first place they have sent us several messages stating they would fix the problem even saying they are coming out the next day to fix the problem and it was never done. How can you even sit there and say that **** did not say to my face that we would be swimming in the next week because it was a quick fix of plastering the pool and getting the elite roof up and filling it with water. He said that to my face in June , several messages later through text that I will be posting. They said they were coming out to complete the job of the deck and nothing has been done your filing a lien on something that is not complete and besides that fact, it was February 2024 that you even attempted to install this deck , you dug the hole in our backyard in November 2022 and you told us the pool would *********** to 9 months to complete so a year and three months later you put in an incomplete deck we paid you all the money you were owed when the invoices were sent except for the invoice of $29,000 for the deck that is not complete  according to the contract, the deck is supposed to be complete before that $29,000 payment. Ive uploaded five of the paid invoices because it onlky lets me upload 5 at a time but I will upload the remaining ones as well 

   

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

  Customer Answer

  Date: 09/11/2024

  We would like to have this review or complaint completely removed off the BBB. We have settled the matter with the company directly and we are working to resolve our issues with them. Please remove our complaint and all communication regarding it thank you very much.
  

  ****************************;

  Business Response

  Date: 09/11/2024

  Mr. & ********************* and us (Presidential Pools of Florida) have spoken about our issues and have resolved them - there were miscommunications on our side that we have worked out and we are moving forward to complete their new backyard oasis.

  Thank you.

• Initial Complaint

  Date:02/15/2024

  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.

  We discovered that our pool had a leak. We reached out to Presidential, during warranty period. They are failing to respond and reimburse for incurred repairs. Timeline below.10/5/23 - Sent an e-mail to Presidential stating that we believed the pool was leaking.10/6/24 - Received a response stating that they would have someone stop by on 10/9/24 and do a sticker test. If the sticker test showed a leak, they would send leak detection out to check pool 10/9/24 - Sticker was placed for test and it showed that there was a leak.10/10/24 - Presidential advised that they would be sending out leak detection *** on 10/11/24.10/11/24 - Leak detection vendor tests pool for leaks and applies epoxy to the leak.11/6/24 - Pool is still leaking. We e-mail Presidential Pools to let them know. We receive response stating that they would need to discuss with the owners as, "we are continually seeing you tell everyone on ******** to NOT use Presidential Pools..." We reply stating that this is a warranty issue that Presidential should fix.11/16/24 - No response to our 11/6 note, so we reached back out to Presidential. 1/10/24 - No response. So, we contact leak detection company directly 1/11/24 - Leak vendor comes out, discovers pool is still leaking, and applies more epoxy to area. 2/1/24 - Pool is still leaking, we contact leak vendor to have them take a look at the pool again. 2/2/24 - Leak detection vendor confirms pool is still leaking appointment set to complete the repair.2/5/24 - We email Presidential to let them know that we are having leak fixed on 2/6. 2/6/24 - We send receipt for repairs to Presidential seeking reimbursement. 2/12/24 - Presidential sends email, "You ask us to help you - yet you can't say one nice thing about our company. This is why we need time to review your issues." We respond back stating that we aren't asking for help, just for reimbursement of costs that we incurred for work that was covered under warranty.

  Business Response

  Date: 08/29/2024

  We have been working with the ****** family on correcting any outstanding issues they may have experienced. To date, we have gone back to their residence and fixed all outstanding issues. This complaint has been resolved as we continue to work with them until everything has been completed.

• Initial Complaint

  Date:01/15/2024

  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.

  see Attached document
  
  Re.: Contractor Complaint Submission Unreasonable Delay in Construction
  
  We executed a contract with Presidential Pools & Spas [Presidential] to build a $157,500 spa & fire/water feature on August 15, 2022. Yes, 2022. They estimated it would take about 8 months to build. Actual construction commenced in December 2022. The startup delay in was exacerbated due to Presidential's incomplete permit application to the County followed by failure to renewal workman's comp insurance. Presidential did not provide us with a proposed schedule but rather that for building a typical swimming pool. The payment schedule within the contract specified payments to be made at completion of certain specific actions – unfortunately with no reference to any overall progress on the project. Consequently, as naive customers unfamiliar with the construction details, we were at the mercy of the contractor. The resulting progress payment schedule was extreme front-loaded. We are now, and have been for some time, at a point where we have paid 80% of the project cost with the job less than 50% done. It has now been 16 months since contract signing and 13 months since construction started. At the outset, mis-location of the spa by a few inches necessitated a modification of the dig and initial concrete forms. Though no agreement was met on the cause and responsibility for this error, in March 2023 we agreed to split the Presidential-estimated cost ($8,000) involved so as not to delay work. Since then, progress on the job has been very slow and now has actually stopped. The last actual work that can be considered "progress" took place last August - installation of deck pavers. Moreover, due to inadequate supervision, the pavers were installed prior to installation of all the necessary piping under the deck for drains, water, gas and electrical! Presidential is only now reluctantly attempting to rectify this "oversight" but their efforts have amounted to only 3 partial days of work since August. In the meanwhile "progress" on the actual job remains at a standstill. Since Fall 2022, our yard is a mess; landscaping is impacted as Presidential has interrupted the irrigation system due to the project resulting in our need to water plants manually by hose & sprinkler; our pre-existing patio has been unavailable for use; our termite protection system on that side of the house has been disabled, and patio furniture remains stored in the guest bedroom. In addition, though the contract states that Presidential is to furnish the names of all subcontractors prior to their use on the job and to provide labor and material release forms prior to payments, neither of these have been adhered to whatsoever by Presidential. We have repeatedly requested the lien releases over the last several months to no avail. It is astonishing that Presidential will not even provide the names of any of the subs - neither those used to date or intended to be used on the balance of the project. It was our misplaced trust in Presidential that we thought we would get the releases immediately after the payments since Presidential pushed us for payments even making a special trip to the house for no reason other than to get a payment check the day after the "identified activity" was completed. In a review of your files, you will find a previous complaint filed with you on Presidential regarding this project by our son working in our behalf under Power of Attorney while we were out of the country. Presidential was less than honest in their response. The only issue having any impact on the schedule for which we were a party was the relocation mentioned above which amounted to a week or so at most. Any other delays were those of Presidential alone most of which appears to us to be Presidential's repeated decision of higher priority to other projects. With front loading of payments, sufficient in centive for completion is apparently not there. The statement that delays were contributed by "issues with progress payments" as stated in their Sept. 28, 2023 email to BBB were without basis. Besides the 10% deposit made at time of contract execution, the following history refutes Presidential's claim. It should be noted that all payments were made without Presidential furnishing the required releases. Contract Scheduled Payment Invoice Billing Date Date Invoice Due Date Amount of Contract Payment Date of Payment Completion of "Dig" 1/17/23 2/1/23 35% 1/20/23 Shotcrete Shell 3/06/23 Due upon receipt 35% 3/10/23* 3/17/23 Deck (pavers) 8/24/23 8/24/23 10% *The amount was made in 2 payments (19% & 16%) as the funds were kept in a money-market and time required to transfer funds for balance of payment. **Awaiting completion of corrections/omissions and receipt of lien releases. Though it probably didn't impact the schedule, another mistake made by Presidential was the delivering of the pavers to the wrong address. The de bate that followed between the delivery service and Presidential as to whom was responsible resulted in several days before the pavers were moved. In the meanwhile, the owner of the property on which the pavers were misplaced had the police come out to tell us that we had the res onsibility of having the pavers moved immediately which of course could not happen due to the on-going debate. All the while, we have been waiting to have the projec: completed. At this point, we patiently await since August the corrections/omissions with the deck (paver) installation. A total of 3 short days of work have been committed to make these corrections over the last 3 months, i.e. about 1 day/month!! No other significant work towaros completion has occurred on the project. Sorry this text is so long but it has been a long, arduous and stressful saga with Presidential. We are hopeful you can assist us in getting progress cn this project towards a completion in a reasonable time. Yes, we unknowingly agreed to a front-loaded payment schedule and are now paying the price, but Presidential should not be allowed to take advantage of that without any consequences. Apparently, we assumed the company had more integrity than they are demonstrating. We just want the project completed and no further stalling along with receipt of the lien releases. Grateful your assistarnce, David ******* * * ************ Presidential Pools & Spas **** ********** **** ***** **** ******* ** ***** ***** ******** www.PresidentialPoolsFL.com 

  Business Response

  Date: 02/01/2024

  We recently had one of the owners along with two mangers meet with the customers in regards to working out the issues regarding this project. We are all on the same page now with more clear details of the project and will complete this project shortly to the customers satisfaction.

  Customer Answer

  Date: 02/06/2024

  
  
  Complaint: ********
  
  
  We did meet with Presidential Pools.  At the meeting we reached an oral agreement of the following five items:   (1) providing a sequential construction schedule, (2) receipt of design drawings of screen enclosure, (3) relocation of the spa equipment, (4) removal of significant amount of UG piping, and (5) corrections of construction errors.  Since the agreement was not put in writing, as they say "only time will tell."  We need some time, more than 10 days, to see what follows and how quickly.  Already, since the meeting, the company appears to be retracting the agreement on No. 3.  We remain optimistic that this agreement will be carried out in full.  One outstanding issue remains:  Being provided with lien and material releases per the signed contract.

  Please keep this complaint file open.

  
  
  
  Sincerely,
  
  
  
  David & Maureen *******

  Business Response

  Date: 02/06/2024

  We will continue to work with the customer until this project is complete. Thank you.

  Customer Answer

  Date: 02/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Once again we must request that the BBB keep this complaint open beyond the 10 days.  Though Presidential response states they "...will continue to work with the customer until this project is complete", we have yet to see much progress on the project.  Since the Jan. 30th on-site managers meeting, we have had 4 days of construction which resulted in some progress but unfortunately in more errors which we attribute primarily to the lack of on-site supervision, material ordering deficiencies, and most seriously to the lack of any detailed construction drawings (which Presidential promised to furnish after contract execution).  We have no overall sequential schedule of anticipated construction activities.  We continue to wait hopefully.  
  
  
  
  Sincerely,
  
  
  
  David & Maureen *******

  Customer Answer

  Date: 02/16/2024

  We sent a response to the BBB yesterday (2/15/24) before you sent this response to us this morning.  In that response we asked that the complaint remain open and stated why.  Rather than repeating that response, I refer the BBB staff member to refer to that reply.  In essence, we are still awaiting effort that indicates a dedicated effort to progress the work on the project in a timely and effective method.  Either the BBB allow reasonable amount of time for Presidential to respond sufficiently to allow us to determine they are sincere or if the BBB decides to close the complaint now, we are forced to state emphatically that we are not satisfied with Presidential's effort to complete the actually been met.

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair 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.

  Unfinished and unacceptable work done and company is billing ** for completion which is not done. Owners refuse to communicate with us to come to a resolution. Numerous attempts have been made to contact them to facilitate a understanding moving forward. Dishonest business practices and sub par craftmanship throughout the entire project.

  Business Response

  Date: 02/01/2024

  We are working with the ****** family in ensuring we build their backyard oasis as they were promised. We have met with them recently and are now on the path to completion.

  Customer Answer

  Date: 02/01/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/06/2023

  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.

  We had an issue that finally got resolved when the owner finally returned my call. Now at a different phase of the work (electrical) they sent out a very nice electrician who discussed with me where they wanted to put the electrical line. They want to run it on the exterior of a column of my house in conduit that would look ugly. After looking for 2 over viable was to do it, that would meet code I meet with ******* from the company. He was rude and aggressive and even threatened to call the police because I would not agree to have it done the way he said , basically demanded that it would be done on MY home. I have tried to call the owner and he will not return calls, ******* even said in an insulting manner that "You are from a different country so you don't get it". It was insulting and rude. He then text to say he found a solution, blamed it on electrician and said there will be an up charge in a very rude manner to my wife. We never said we wouldn't pay one but when she asked him for the amount, and told him that he was being aggressive and rude, he told her that he didn't need to listen to that and that he would be sending an invoice for an upcharge to run a line thru the screened room's column (a suggestion I had asked for, before he insulted me, and would have discussed an upcharge but he never even conducted himself in a manner that we could converse about that and even threatened to call the police on me on my property because I wouldn't just agree with the way he was demanding it be done) . This has been such an upsetting interaction again with this company. AN upcharge to run it thru a column they still haven't added. ******* is aggressive and behaves like he wants to punish a customer for being involved and wanting to have something done that is aesthetically better for my home.

  Business Response

  Date: 02/01/2024

  Issue has been resolved and approved by the homeowner.