ComplaintsforPremier Pools and Spas

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We saw this company at the Cincinnati Home and Garden show and they sold us on a wonderful pool. What we got had been nothing but a mess. In 2023 they started installing the pool, we received zero communication on what was going on from week to week. They wouldnt show up and do some work, and then leave and not be back for weeks. The different crews had no idea what was going on with each other, and the we could get no communication from our sales person. They left our driverway a total mess with mud and nails, telling us someone would be back to clean it up, and no one comes, causing us nails in our tires, having to get 2 tires replaced. They hit one of our wing walls on our house and literally knocked the entire wall off, I tried to be nice about it and say hey itll improve our flow, just fix it up, they fixed it up with uneven brick that is mis matched, colored wrong, and installed horribly. The drain for the filter is literally 1' from our house and is pointing directly at our house at the brick and the basement, they told us they wouldnt install a drain line facing the other direction "we'll be out on thursday" they never come out and wont answer calls or texts. We have told them over and over again that our lines are sucking air from somewhere, you can see the bubbles come out, and the pump will not hold a prime for anything. Nada. $165,000 and we have torn up cars, a torn up house, a pool that doesnt work, and a company that wont service us. It's ridiculous. They offered us a gift card to get a meal on them, but decided against it as they forgot about it. Not even sure what we want. All i know if we've contacted 4 other pool companies and are going to find another company to deal with, and any issues they will be paying for. Oh yea, forgot about all the trash they left that is still here 9 months later they kept telling us they would get.

  Business response

  08/27/2024

  We installed retaining walls, fiberglass pool with filtration equipment and concrete pool deck for the ********* last summer/fall.  The pool was completed in September 2023 and winterized.  During the installation of the pool, the contractor that we hired to do the excavation hit a brick wing wall with a piece of equipment causing damage to the wall. (The area they had to move the equipment was very tight).  We took responsibility for repairing the damage and had one of our people do the brick repairs.  The project was completed at that time with no identified or reported issues.

  What I was not aware of is that *** ******* had reached out to our sales person who sold the job a while back to report a problem with the filter.  Our salesperson neither responded to the client nor reported the issue to me or anyone else in the company. In fact, the first we heard about this issue is via this BBB complaint. The same goes for the client's dissatisfaction with the wall repair. Upon receiving this information, we immediately reached out to *** ******* and corrected all of his concerns. In fact, the last communication from *** ******* he was very complimentary about the brick repairs that were done over the weekend.  Also, as follow up, I reached out to *** ******* via the phone yesterday morning.  There was no answer so I left a voice message.  As of now, I have received no response.

  If is our policy to respond to all of our customers issues and needs in a timely manner and historically we do this well. It is unfortunate that *** ******* did not reach out to my office directly as this would have been handled in a much more timely fashion.

   

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