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:11/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I have identified multiple times both in text and verbally that we were not receiving emails. We have asked for better communication and for this to be fixed. We received the below email 8 days late and it provides instructions to cure properly, leading to a strong, crack-resistant pool shell. We were never told to do this. **Start Watering the Same Day** - Begin watering the gunite about 4-8 hours after it has been applied, once it has had time to set but is still in the early curing phase. (WAS NOT DONE) **Watering Frequency** - Water the gunite at least 2 to 4 times a day, for the first 7 days. If its particularly hot and dry, more frequent watering may be necessary. (WAS NOT DONE) **Using a Hose with a Spray Nozzle** - Use a garden hose with a spray nozzle to gently apply water. The spray nozzle helps distribute water evenly without applying too much pressure, which could erode the surface. (WAS DONE) **Cover the Entire Surface** - Make sure to cover all areas of the gunite evenly, including the walls, floor, and any curves or ledges. Pay extra attention to corners, as these areas are prone to drying out faster. WAS DONE BUT NOT FREQUENT **Keep the Surface Consistently Moist** - The goal is to keep the gunite surface consistently moist. WAS NOT DONE **Monitor Weather Conditions** - Adjust the watering schedule based on weather. Hot, windy, or dry conditions require more frequent watering. In cooler, more humid weather, you may need to water less frequently. This process of curing was not adhered to; we are VERY CONCERNED about future defects or cracks through the life of the pool. I would like in writing that cracks or defect will be covered under warranty while we own the pool.

  Business Response

  Date: 12/09/2024

  Thank you for bringing this complaint to our attention. We take customer feedback seriously and
  appreciate the opportunity to respond to the concerns raised by ******* ********* regarding their
  gunite pool project we are currently working on.
  We have carefully reviewed the homeowners concerns related to the communication and the
  gunite curing process, as outlined in their complaint. Below, we would like to address each point
  to ensure clarity and demonstrate our commitment to resolving the situation. Below is a summary
  of the actions we have taken and our response to the issues raised, as we value our customers
  greatly:
  1. Communication Concerns
  We recognize that there was a breakdown in communication due to the use of multiple email
  addresses, which resulted in some of the emails from our project manager not being received by
  the homeowners. The homeowners expressed a need for improved communication.
  We completely agree that effective communication is critical to the success of each project. To
  address this, we have streamlined our communication process by implementing a single group text
  platform that includes both homeowners and the Premier Pools and Spas leadership team. This
  eliminates the use of individual emails and text chains, ensuring all parties remain informed in real
  time.
  2. Gunite Curing Process
  The homeowner raised a concern regarding the curing process of their gunite shell. Curing
  requirements for gunite pools can vary based on factors such as current temperatures, wind and
  humidity. To address the ********* concern, we had the Vice President from our gunite company
  come onsite to perform a detailed inspection. With over 30 years of experience and a well-known
  leader in the ******** pool and gunite industry, he performed a visual and physical test on their
  gunite shell on Thursday, November 14th
  . The inspection report confirmed that the gunite
  application has successfully met all industry standards for quality and consistency. The inspection
  included both a review of the construction techniques and the curing process. It was noted on site
  that the construction techniques of the pool exceeded standard gunite construction standards,
  featuring 8 and 12 walls along with #4 rebar throughout both the walls and the flooring. The
  inspection also confirmed that the gunite application was performed with care and the gunite
  product has reached and/or even exceeded the desired strength and consistency required.
  3. Warranty Extension
  In response to the homeowners request for a warranty extension, all parties are extremely
  confident in the quality of the gunite product installed for the Palmisanos. Therefore, we are
  extending the warranty coverage from an industry standard 1-year warranty period to a 5-year
  warranty on the gunite shell for any potential structural cracks. If any structural cracks arise, we
  will cover the necessary repairs at no cost to the homeowner, for a period of 5 years. Our company
  always stands behind our products and we believe this warranty extension will provide peace of
  mind to the Palmisanos and demonstrate our commitment to ensuring the quality and longevity of
  their pool.
  4. Next Steps
  1. Inspection: This has been completed and we have already provided a 5-year warranty for
  the homeowner.
  2. Improved Communication: We will continue to communicate through the group text for
  ongoing communications during the remainder of the construction process, so that all
  parties are on the same communication platform.
  3. Warranty Coverage: We have extended our warranty to cover structural cracks for an
  extended period from 1-year to 5-years.
  Conclusion
  We are committed to delivering exceptional products and ensuring every aspect of the pool
  construction process is handled with care and precision. We sincerely appreciate the Palmisanos
  feedback and we hope that our actions above show how much we value our customers and always
  strive for excellent teamwork and the highest quality standards.
  We value the opportunity to address this matter and are hopeful that the homeowner is satisfied
  with the steps we have taken to address their concerns. If you require any further information or
  have additional questions, please dont hesitate to reach out.
  Sincerely,
  ***** *******
  Owner and Branch Manager
  Premier Pools and Spas Richmond West & ***************
  ************ phone
  **************************************************************************************