Premier Pool Renovations

Had pool remodel completed July 2019 and the project was fantastic. The renovation was by no means basic in fact it involved structural elements of the pool. A new sun ledge was added and the entire patio, plumbing, mechanicals, finishes and electrical were are redone completely. Great job guys!

Customer contacted our office April 28th He was responded to May 2nd...see below From: Amy R [redacted] < [redacted] @premierrenovations.com> To: " [redacted] @***.com" < [redacted] @***.com> Sent: Monday, May 2, 11:AM Subject: Plaster Issue Good Morning, ***: You warranty for renovation is expired We will be more them happy to review the issues you are referring to and come up with a cost effective solution I also do not have anything in our company records indicating we were out last year to repair anything Our Operations Manager could potentially meet you later this week to look at pool Make It a Great Day! *Amy *R [redacted] Premier Pool Renovations (a division of Premier Aquatics Group)Residential Division Manager The pool was green and cloudy See Attached pictures and was in NO condition for observation May and June are our busiest times of the year and this trip was tough to fit in but we triedAt that point the homeowner was sent a picture of the pool condition and told the water needed to be clean and would reevaluate in mid- June after our season rush He was not happy with this decision This renovation was done in Our warranty states this and this pool is not within warranty in which is pool seasons later There are many factors that we have no control over once we leave a job site and homeowners take care of the pool daily basis Plaster can last for many years but our workmanship warranty is years The homeowner has called and emailed multiple times and is consistently reminded we are not available to look at his pool at this time due to job demand and his pool is out of warrantyI have a record of all emails I am happy to provide a review of the pool and a quote to replaster at a discounted price due to the age of the renovation

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: Premier Pool has NOT shown up again today as they stated in their responseNo phone call, email, text or any communicationThis seems typical of their communication and scheduling (or lack there of)I have lost three days vacation waiting on them to show up throughout this process Last week they didn't show up to re-plaster the pool as they suggested would happen See attached for documentation from 08/through 8/26/I have additional emails if needed to support the plaster in the spa replacement and my communication with Premier through this past Saturday which they have failed to respond on alsoI also have not listed all the issues I have, just the most important onesThe reason I believe there is an issue with the plaster is that they short cutted the renoThey cut the plaster back around the inlet pipes, but when they plaster they extend the depth of the plaster by at least 1/2" if layered correctlyThe inlet piping in the pool and spa was not extended to compensate so the plaster could not be poured flat in those areas and there are indentsThe plaster subcontracted company had to scrape the bond coat off in several locations due to the old plaster underneath being hallow and not properly being prep'dhope this doesn't cause a bonding issue in the future in those spotsTile subcontractor came out without knowing; came home at lunch and they were 3/doneDeco tiles were not where I wanted them, but not worth making them redo the tile I have much more to add if they would like me to go onSkimmer collars being white and not offwhite to closer match decking, pool and spa drain covers & plugs being white instead of a color matching closer to the dark plaster...plaster company happened to have gray drain covers on their truck and put those onCollars still white along with plugsEct rebuttal from Premier Pools comments: 1) The pool demo was scheduled to take 3-days and would take two to three dumpstersThey men were here two full days doing demo plus one other day where there was less than pieces of concrete added to the dumpsterThere were a total of two dumpstersSeems like there was less work than expected 2) They have been out a total of times to work on my poolSubcontractors: one day for the tile; two consecutive days for the concrete (one day pour & one days seal) and one day for the plasterPremier: two full days demo; one partial day demo; one partial day to remove wood from dumpster; one day for the leak test/repair; one partial day for bond coat; one partial day for pool light install; one partial day to install the spa jet covers3) The pool cover anchors were part of the original contractSee attached copy of contract and email communication form 11/4) The schedule on my pool was to take 16-total daysPremier abandoned me with their concrete contractor, I was left to negotiate with them on scheduleThey told me they never committed to a schedule with PremierHow were they going to complete my pool on time without scheduling with the concrete company? The concrete takes days to cure before installing anchors according to the concrete companyI reached out to two local concrete companies who could do the concrete within two weeks; Premier would not tell me the monies they had for the concrete so I could make sure I didn't go over budgetI know if I could find two companies (both from the Lancaster, PA area) they could have also done soI cover my pool when we go away for weekends and when we take our week of summer vacationHad to pay someone to check on the pool while we were on vacation this year5) The only thing "free" that I am aware of is the $charge from the dumpster people that had to come out twice due to wood being placed in the unmarked "concrete only" dumpster5) Everything was paid on time throughout the process on my part, the only payment that is left is the final due once completeThe pool renovation is not completeI'm not sure where they are getting we are in a warranty periodI JUST WANT MY POOL RENOVATION COMPLETED! Regards, [redacted]

There has been correspondence with the Homeowner on multiple occasions thru this process We did contract with the homeowner for a renovation and started less timely than expected due to multiple rain events thru the Spring which were out of our control and customer notification was provided A key component was omitted from he homeowners' complaint A deck pour was required thru a subcontractor in our contract We demoed the deck and the pool interior in approxdays in late April This deck was 6' to 10' deep in sections and required more demo and dumpster pulls than most jobs we contract Therefore this added days to our process, not our fault however and this was communicated to the homeowner as well...once complete the tile was installed in a very timely fashion along with unforeseen repairs to the spa we found and repaired at no cost and notified the homeowner of at the time of demo and tile install (as a note: We request dumpster pulls but cannot control the timeliness of them we are at the mercy of the dumpster provider and they delayed the pulls which frustrates us all.) From here the next step is the deck pour...until this is done we CANNOT MOVE FORWARD CREATIVE CONCRETE was sub contracted by us to pour the stamped concrete deck The owner met with Mr [redacted] , measured and provided stamp samples They communicated many times What is being left out of this complaint is the deck pour was delayed weeks due to weather and the sub contractor's other commitments NOT DUE TO PPR OR LACK OF TRYING OR SCHEDULETHIS IS COMPLETELY OUT OF OUR CONTROL and was relayed to Mr [redacted] ! We were done our first part of Reno by 5/4/16...the deck was not poured till mid June and the homeowner is well aware of the issues and complications in getting the deck resolved There are approximately emails stating such Once the deck was poured and ready for us to walk on we finished the job in a weeks time Therefore, his rendition of the situation is not accurate and lacks facts There were items out of our control and we did the best we could to keep things in motion but cannot control other contractors or Mother Nature so his project was delivered later than he would have preferred but he was always apprised of the delays Since the completion he has a complaint about the spa jet fixtures not providing enough flow and deck anchors for the pool cover he is not in need of till the pool closed (as a side note concrete needs to cure for atleast days before we can drill and this request was not listed in his signed contractBUT will install at NO COST) This is a complication we tried to resolve for him on site several times but due to the age of the internal parts of the spa fixture (which we do not touch or remove at renovation it was not an easy fix) We have been inundated with renovation work and have worked thru our contracts and are able to address warranty items currently Mr [redacted] was notified we will resolve his issues on Wednesday August His pool has been is use and running since late June As of last Thursday he has added several NEW items he needs resolved and we agreed to look at them and try to resolve to the best of our ability We may have delayed the repairs more then he would like but in a season when days of rain provided MANY DELAYS an made for several unhappy customers we are doing our best to resolve problems for those customers with issue but still have a pool to swim in and enjoy vsthose that do not have a pool to use at all To reiterate we have contacted the homeowner and assured resolution but he is not happy with timing and has persued multiple social media site to complain about usThis will be handled next week and I do have more date to support my email if needed The homeowner still have a balance on his account as well

Premier Pool Renovations performed work in Summer of This work was completed satisfactorily and customer paid The customer then complained about the plaster interior being splotchy and not consistentWe explained this is gray tinted plaster and this is how it looksIt's natural materials applied free hand and will not look like paintWe explained this prior to doing the work and also its clear in our terms and conditions(I have attached the contract and please read the Limitations section, also on front of contract they have initialed they have accepted the terms and conditions).We specifically address the gray tinted plaster in this section of our limitations They had painted pool prior and this is something completely different ,the paint has been removed and a cement product applied freehand was installed and done satisfactorilyThen later they said there were foot prints which are visibleThey are barely visible and we explained they were not from our installers as we are not barefoot in the pool, the installers initially wear spiked shoes then sponged shoesThey do not go barefoot in the pool Often times people/ customers mistakenly walk in the pool when it is complete thinking that its hard and wont leave a (Summer 2011) the customer contacted us and said the concrete was discoloredAfter inspection it was apparent the concrete was discolored where the cover was onMeaning after the pool cover which is on the pool for approximately 8-months a year and covers the pool and overlaps onto the concrete pool deck was removed that area where the cover had been was a different shade then the rest of the concrete pool deckThis is normalOne area being covered for months and the other being exposed to UV and the elements there will be a differenceMost pools have thisIt's not a defect nor is it something we have anything to do withThen the following year, Spring of the customer then contacted us again saying the concrete was splotchy and thus must be defective and the interior is also more inconsistent We again explained concrete cures in days so how would it then get discolored years later? must be staining from organic materials, hard water, fertilizer etcBut not something we didAlso the interior is similar, in that after it cures days its appearance is out of our controlAnd we specifically cover this in our limitations Its now Summer of and the customer wants it redone? The warranty was years (not 3) as you can see clearly in the Warranty section of the contract And the very items they are now unhappy with are not even covered anywayEven if it was under the warranty periodStaining is not covered So I am sorry they are upset that there is staining of the decking and of the interior but these are not items that are covered under our warrantyBesides the fact any warranty regardless of not covering these items expired years ago In our contract both parties agreed that we would settle any and all disputes or questions arising from this agreement by arbitrationSo when customer says they want to avoid litigation I am not sure what they mean as they have already agreed in writing to go to arbitration We would be willing to meet with them to help or assist in resolving their issues with the understanding we are NOT obligated to do so but don't want any customers unhappyAnd would be open to helping I think that point is made in the fact we have done full pool renovations and over smaller renovations and have less issues with customers then I can count on hand

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:We have read and considered Premier’s response to our
initial complaint and reject their explanation
Yes, we agreed to the non-painted, natural look for our
pool. This is what we selected and yes,
we agreed it would not be a uniform color there would be variations in the gray
plaster such a trowel marking’s. We
wanted that lake-like look instead of the bright traditional pool color. We absolutely love about 80-85% of the pool
interior. However, we do not like the
very light splotchy areas and DO NOT believe these are normal. For the record, we DID NOT walk in the pool
ever immediately after it was plastered.
In fact, Premier brought in truckloads of water to start filling the
pool upon completion so it was never empty and I repeat, we never walked on the
freshly plastered surface. True, I
don’t think the workers did either but then can someone please explain the
footprints? And how can there be
footprints in feet of water? It makes
no sense whatsoever. As for the lighter
areas, I am willing to submit photos of the three areas in particular. The first is a group of circular spots in
the shallow end, the second is a long whitish streaky area on the slope, and
the third is the large area at the deep end of the pool. The first two are mysteries but we have
always wondered if water was added to the deep well too soon, by Premier’s
water delivery, before the plaster cured completely
Premier suggests various options for
staining….negative….there is not a bit of fertilizer in or around the pool or
any organic matter. We keep the area
around the pool clean, never let a leaf on the bottom because we know they will
leave a stain. Besides, the plaster
problems are lack of color, not staining
The tile pattern is incorrect. That is also something we could not have
done!
Then the concrete…only one thing to say about that, it is
UGLY!!! Yes, there is a difference
where the cover is but that is not all by any means. I have photos of discolored concrete or
feet away from cover. Then too, there
are brown splotchy areas under the cover as well as away from the cover. We have had this problem examined by a
concrete professional and his opinion is the mixture was incorrect. None of Premier photos online or in brochure
look like this concrete. Unfortunately,
it is just very unsightly. Again in our
planning process, we examined various types of decking and edging but decided
on the concrete for its simplicity. No
one ever mentioned there could be discoloration from the cover or the sun’s
rays. Actually that doesn’t make much
sense either; as many concrete sidewalks and patios are exposed to sun and do
not become as discolored and unsightly as this areaHowever, as I have already
stated, the concrete is discolored in many areas, not just in relation to
winter cover
When filling out the initial complaint with Revdex.com there wasn’t
much choice for what we hoped would come of this. So no, we are not asking to have the whole
project redone. In fact, it would be
extremely difficult to go through the process again….with all the promises,
delays, and especially lack of communication.
As for Premier’s glowing statement about their success, one only has to
read other reviews online. We are not
the only customers to have had issues. Many
people state lack of communication and really that and the company’s
unwillingness to accept any responsibility for issues that is most
disturbing. This was not a small
investment and for $24,one would expect the finished product to look much
better. By the way, the problems I
mention were evident within first few months.
Yes, Premier would send out an employee on occasion but nothing ever
came of those visits. We’d be told it is
what it is, nothing to be done about these issues
Premier has never sent a representative from the concrete
contractors to examine the deck and patio areas. It seems to us that would be a logical step
to evaluate the condition
We would hope Premier would at least be willing to discuss,
accept responsibility, and provide some type of acceptable resolution for what
is quite obvious, a far from perfect renovation
*** ** *** and *** ** ***
Regards,
Cosimo Manzo

Good Morning: Please be advised we have made arrangements to resolve the case # mentioned above by approximately May 15th, Premier Pool Renovations plans to resurfacing the pool and will install as an upgrade a Salt Generator System at cost for their trouble If you need further information please contact me The customer will be contacted directly once we have the exact install day available. Make it a Great Day! Amy *R***Residential Division ManagerPremier Pool RenovationsCampus DrivePlymouth Meeting, PA***(ext ***)

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:Premier Pool has NOT shown up again today as they stated in their response. No phone call, email, text or any communicationThis seems typical of their communication and scheduling (or lack there of)I have lost three days vacation waiting on them to show up throughout this processLast week they didn't show up to re-plaster the pool as they suggested would happenSee attached for documentation from 08/through 8/26/I have additional emails if needed to support the plaster in the spa replacement and my communication with Premier through this past Saturday which they have failed to respond on alsoI also have not listed all the issues I have, just the most important onesThe reason I believe there is an issue with the plaster is that they short cutted the renoThey cut the plaster back around the inlet pipes, but when they plaster they extend the depth of the plaster by at least 1/2" if layered correctlyThe inlet piping in the pool and spa was not extended to compensate so the plaster could not be poured flat in those areas and there are indentsThe plaster subcontracted company had to scrape the bond coat off in several locations due to the old plaster underneath being hallow and not properly being prep'dhope this doesn't cause a bonding issue in the future in those spotsTile subcontractor came out without knowing; came home at lunch and they were 3/doneDeco tiles were not where I wanted them, but not worth making them redo the tile I have much more to add if they would like me to go onSkimmer collars being white and not offwhite to closer match decking, pool and spa drain covers & plugs being white instead of a color matching closer to the dark plaster...plaster company happened to have gray drain covers on their truck and put those onCollars still white along with plugsEct rebuttal from Premier Pools comments: 1) The pool demo was scheduled to take 3-days and would take two to three dumpstersThey men were here two full days doing demo plus one other day where there was less than pieces of concrete added to the dumpsterThere were a total of two dumpstersSeems like there was less work than expected. 2) They have been out a total of times to work on my poolSubcontractors: one day for the tile; two consecutive days for the concrete (one day pour & one days seal) and one day for the plasterPremier: two full days demo; one partial day demo; one partial day to remove wood from dumpster; one day for the leak test/repair; one partial day for bond coat; one partial day for pool light install; one partial day to install the spa jet covers.3) The pool cover anchors were part of the original contractSee attached copy of contract and email communication form 11/2015.4) The schedule on my pool was to take 16-total daysPremier abandoned me with their concrete contractor, I was left to negotiate with them on scheduleThey told me they never committed to a schedule with PremierHow were they going to complete my pool on time without scheduling with the concrete company? The concrete takes days to cure before installing anchors according to the concrete companyI reached out to two local concrete companies who could do the concrete within two weeks; Premier would not tell me the monies they had for the concrete so I could make sure I didn't go over budgetI know if I could find two companies (both from the Lancaster, PA area) they could have also done soI cover my pool when we go away for weekends and when we take our week of summer vacationHad to pay someone to check on the pool while we were on vacation this year.5) The only thing "free" that I am aware of is the $charge from the dumpster people that had to come out twice due to wood being placed in the unmarked "concrete only" dumpster.5) Everything was paid on time throughout the process on my part, the only payment that is left is the final due once completeThe pool renovation is not completeI'm not sure where they are getting we are in a warranty period.I JUST WANT MY POOL RENOVATION COMPLETED! Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Although this is a move in the proper direction to address our complaint we cannot accept these terms for the following reasons:
we requested through a Revdex.com to have a conversation with the respondent to clarify several points in the suggested solution and we we never contacted to have that discussionwe do not know the square fooyage involved in the concrete deck coating to determine the amount of investment this would require on our part and still are confused as to why we should incur any expense to resolve a condition we did not create but without the ability to speak to the respondent we are left with only one option and that is to reject the decking proposal
The remedy proposed for the interior of the pool would result in worsening the existing condition aacid washing is necessary but sanding will create larger areas of whit showing through our green/gray plaster...the footprints, which are clearly visible in both the deep and shallows areas of the pool are showing as white
the proper solution for the white areas, foot prints and white line scattered throughout the surface of the pool would be to properly treat the interior of pool to accept a complete fresh application of green/gray plaster over the entire interior pool area
the pool is now winterized covered with a saftey cover...to examine the problems mentioned with the interior of pool would require someone to uncover the pool for the inspection ans then recover the pool for the winter Had we had the opportunity to speak with the respondent or a representative from Premier Pol Renovations on our property they would have been able to see the proposed interioir solution would have cause more problems because it did not include replastering with fresh gree/gray plaster to cover the existing white lines, footprints and areasHopefully we can have that onsite visit and discussion with therm providing the labor to uncover and recover our pool so they can actually see the reasons for our complaints and agree to a modification to their suggested resolution
Regards,
*** ***

There has been correspondence with the Homeowner on multiple occasions thru this process. We did contract with the homeowner for a renovation and started less timely than expected due to multiple rain events thru the Spring which were out of our control and customer notification was
provided. A key component was omitted from he homeowners' complaint. A deck pour was required thru a subcontractor in our contract. We demoed the deck and the pool interior in approxdays in late April 2016. This deck was 6' to 10' deep in sections and required more demo and dumpster pulls than most jobs we contract. Therefore this added days to our process, not our fault however and this was communicated to the homeowner as well...once complete the tile was installed in a very timely fashion along with unforeseen repairs to the spa we found and repaired at no cost and notified the homeowner of at the time of demo and tile install. (as a note: We request dumpster pulls but cannot control the timeliness of them we are at the mercy of the dumpster provider and they delayed the pulls which frustrates us all.) From here the next step is the deck pour...until this is done we CANNOT MOVE FORWARD. CREATIVE CONCRETE was sub contracted by us to pour the stamped concrete deck. The owner met with Mr***, measured and provided stamp samples. They communicated many times. What is being left out of this complaint is the deck pour was delayed weeks due to weather and the sub contractor's other commitments NOT DUE TO PPR OR LACK OF TRYING OR SCHEDULETHIS IS COMPLETELY OUT OF OUR CONTROL and was relayed to Mr***! We were done our first part of Reno by 5/4/16...the deck was not poured till mid June and the homeowner is well aware of the issues and complications in getting the deck resolved. There are approximately emails stating such. Once the deck was poured and ready for us to walk on we finished the job in a weeks time. Therefore, his rendition of the situation is not accurate and lacks facts. There were items out of our control and we did the best we could to keep things in motion but cannot control other contractors or Mother Nature so his project was delivered later than he would have preferred but he was always apprised of the delays. Since the completion he has a complaint about the spa jet fixtures not providing enough flow and deck anchors for the pool cover he is not in need of till the pool closed (as a side note concrete needs to cure for atleast days before we can drill and this request was not listed in his signed contractBUT will install at NO COST). This is a complication we tried to resolve for him on site several times but due to the age of the internal parts of the spa fixture (which we do not touch or remove at renovation it was not an easy fix) We have been inundated with renovation work and have worked thru our contracts and are able to address warranty items currently . Mr*** was notified we will resolve his issues on Wednesday August 31. His pool has been is use and running since late June. As of last Thursday he has added several NEW items he needs resolved and we agreed to look at them and try to resolve to the best of our ability. We may have delayed the repairs more then he would like but in a season when days of rain provided MANY DELAYS an made for several unhappy customers we are doing our best to resolve problems for those customers with issue but still have a pool to swim in and enjoy vsthose that do not have a pool to use at all. To reiterate we have contacted the homeowner and assured resolution but he is not happy with timing and has persued multiple social media site to complain about usThis will be handled next week and I do have more date to support my email if needed. The homeowner still have a balance on his account as well

Customer contacted our office April 28th.  He was responded to May 2nd...see below From: Amy R[redacted] <[redacted]@premierrenovations.com> To: "[redacted].com" <[redacted].com> Sent: Monday, May 2, 2016 11:43 AM Subject: Plaster Issue  Good Morning,...

[redacted]: You warranty for renovation is expired.  We will be more them happy to review the issues you are referring to and come up with a cost effective solution.  I also do not have anything in our company records indicating we were out last year to repair anything.  Our Operations Manager could potentially meet you later this week to look at pool.   Make It a Great Day!  *Amy *. R[redacted] Premier Pool Renovations (a division of Premier Aquatics Group)Residential Division Manager The pool was green and cloudy.  See Attached pictures and was in NO condition for observation.  May and June are our busiest times of the year and this trip was tough to fit in but we tried. At that point the homeowner was sent a picture of the pool condition and told the water needed to be clean and would reevaluate in mid- June after our season rush.  He was not happy with this decision.  This renovation was done in 2010.  Our warranty states this and this pool is not within warranty in 2016 which is 6 pool seasons later.  There are many factors that we have no control over once we leave a job site and homeowners take care of the pool daily basis.  Plaster can last for many years but our workmanship warranty is 2 years.  The homeowner has called and emailed multiple times and is consistently reminded we are not available to look at his pool at this time due to job demand and his pool is out of warranty. I have a record of all emails.  I am happy to provide a review of the pool and a quote to replaster at a discounted price due to the age of the renovation.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Premier Pool has NOT shown up again today as they stated in their response. No phone call, email, text or any communication. This seems typical of their communication and scheduling (or lack there of). I have lost three days vacation waiting on them to show up throughout this process.
Last week they didn't show up to re-plaster the pool as they suggested would happen.
See attached for documentation from 08/2015 through 8/26/16. I have additional emails if needed to support the plaster in the spa replacement and my communication with Premier through this past Saturday which they have failed to respond on also. I also have not listed all the issues I have, just the most important ones. The reason I believe there is an issue with the plaster is that they short cutted the reno. They cut the plaster back around the inlet pipes, but when they plaster they extend the depth of the plaster by at least 1/2" if layered correctly. The inlet piping in the pool and spa was not extended to compensate so the plaster could not be poured flat in those areas and there are indents. The plaster subcontracted company had to scrape the bond coat off in several locations due to the old plaster underneath being hallow and not properly being prep'd. hope this doesn't cause a bonding issue in the future in those spots. Tile subcontractor came out without knowing; came home at lunch and they were 3/4 done. Deco tiles were not where I wanted them, but not worth making them redo the tile.  I have much more to add if they would like me to go on. Skimmer collars being white and not offwhite to closer match decking, pool and spa drain covers & plugs being white instead of a color matching closer to the dark plaster...plaster company happened to have gray drain covers on their truck and put those on. Collars still white along with plugs. Ect...   
rebuttal from Premier Pools comments: 
1) The pool demo was scheduled to take 3-4 days and would take two to three dumpsters. They men were here two full days doing demo plus one other day where there was less than 10 pieces of concrete added to the dumpster. There were a total of two dumpsters. Seems like there was less work than expected. 
2) They have been out a total of 12 times to work on my pool. Subcontractors: one day for the tile; two consecutive days for the concrete (one day pour & one days seal) and one day for the plaster. Premier: two full days demo; one partial day demo; one partial day to remove wood from dumpster; one day for the leak test/repair; one partial day for bond coat; one partial day for pool light install; one partial day to install the spa jet covers.
3) The pool cover anchors were part of the original contract. See attached copy of contract and email communication form 11/2015.
4) The schedule on my pool was to take 16-21 total days. Premier abandoned me with their concrete contractor, I was left to negotiate with them on schedule. They told me they never committed to a schedule with Premier. How were they going to complete my pool on time without scheduling with the concrete company? The concrete takes 21 days to cure before installing anchors according to the concrete company. I reached out to two local concrete companies who could do the concrete within two weeks; Premier would not tell me the monies they had for the concrete so I could make sure I didn't go over budget. I know if I could find two companies  (both from the Lancaster, PA area) they could have also done so. I cover my pool when we go away for weekends and when we take our week of summer vacation. Had to pay someone to check on the pool while we were on vacation this year.
5) The only thing "free" that I am aware of is the $250 charge from the dumpster people that had to come out twice due to wood being placed in the unmarked "concrete only" dumpster.
5)  Everything was paid on time throughout the process on my part, the only payment that is left is the final due once complete. The pool renovation is not complete. I'm not sure where they are getting we are in a warranty period.
I JUST WANT MY POOL RENOVATION COMPLETED!  
Regards,
[redacted]

Premier Pool Renovations performed work in Summer of 2010. This work was completed satisfactorily and customer paid.
The customer then complained about the plaster interior being splotchy and not consistent. We explained this is gray tinted plaster and this is how it looks. It's natural materials...

applied free hand and will not look like paint. We explained this prior to doing the work and also its clear in our terms and conditions. (I have attached the contract and please read the Limitations section, also on front of contract they have initialed they have accepted the terms and conditions).We specifically address the gray tinted plaster in this section of our limitations.
They had painted pool prior and this is something completely different ,the paint has been removed and a cement product applied freehand was installed and done satisfactorily. Then later they said there were 2 foot prints which are visible. They are barely visible and we explained they were not from our installers as we are not barefoot in the pool, the installers initially wear spiked shoes then sponged shoes. They do not go barefoot in the pool.
Often times people/ customers mistakenly walk in the pool when it is complete thinking that its hard and wont leave a (Summer 2011) the customer contacted us and said the concrete was discolored. After inspection it was apparent the concrete was discolored where the cover was on. Meaning after the pool cover which is on the pool for approximately 8-9 months a year and covers the pool and overlaps onto the concrete pool deck was removed that area where the cover had been was a different shade then the rest of the concrete pool deck. This is normal. One area being covered for 8 months and the other being exposed to UV and the elements there will be a difference. Most pools have this. It's not a defect nor is it something we have anything to do with. Then the following year, Spring of 2012 the customer then contacted us again saying the concrete was splotchy and thus must be defective and the interior is also more inconsistent.
We again explained concrete cures in 28 days so how would it then get discolored 2 years later? must be staining from organic materials, hard water, fertilizer etc. But not something we did. Also the interior is similar, in that after it cures 28 days its appearance is out of our control. And we specifically cover this in our limitations.
Its now Summer of 2014 and the customer wants it redone? The warranty was 2 years (not 3) as you can see clearly in the Warranty section of the contract.
And the very items they are now unhappy with are not even covered anyway. Even if it was under the warranty period. Staining is not covered.
So I am sorry they are upset that there is staining of the decking and of the interior but these are not items that are covered under our warranty. Besides the fact any warranty regardless of not covering these items expired 2 years ago.
In our contract both parties agreed that we would settle any and all disputes or questions arising from this agreement by arbitration. So when customer says they want to avoid litigation I am not sure what they mean as they have already agreed in writing to go to arbitration.
We would be willing to meet with them to help or assist in resolving their issues with the understanding we are NOT obligated to do so but don't want any customers unhappy. And would be open to helping.
I think that point is made in the fact we have done 2700 full pool renovations and over 3500 smaller renovations and have less issues with customers then I can count on 1 hand.

On April 13, 2016 [redacted] forwarded a contract and deposit for the re-plaster of his pool.  At this time he was instructed due to the time of his renovation request we were already booked 6 to 8 weeks out and his project would likely not be complete until the end of May (after Memorial...

Day).  May weather found all outside contractors in a dilemma with 20 days of rain.  The pool industry was no different.  With 20 days of rain, pool plaster, tile & coping..etc... could not be on time for any of our customers unfortunately and certainly was not our plan.  Emails were sent and letters were mailed to those who do not have email, like [redacted].  I also left a voice mail stating we were delayed approximately 3 weeks..this put his project to the week of June 20th...these are facts and not excuses.  A voice mail message was left On Tuesday June 23rd letting the homeowner know we would be on site the following day for demo of the pool plaster and bond coat.  We showed up as intended.  This began a series of offensive and vulgar phone calls from the homeowner.  One of which our receptionist was involved in where he threatened us with his dogs and guns if we showed up again on his property.  Later in the evening he called our office voice mail again and left a lengthy voice mail in which every other word was f* and very profane and derogatory.  This is not a situation any employee needs to be involved in with a customer.  I was off Monday June 27th and waited till my return to handle the situation.  I contacted [redacted] on Tuesday June 28th and let him know we heard his unpleasant messages and there were 30' of tile needing replacement and we would be happy to repair. It was not due to the demo crew but to age and failure of tile.  I provided a price and could not guarantee the exact tile match due to the age but we would do our best if he agreed to the price.  He hesitated at first and thought he could find a family member to install the tile.  Then he decided to go to his local tile house and order on his own to help defray the cost. He let me know the tile would not be in till the weekend ...approx. July 2nd.  On July 2nd he left a voice mail and let us know he received the tile.  We were not in the office due to July 4th Holiday weekend therefore I contacted [redacted] on Tuesday July 5th and told him we could be on site and install tile Thursday July 7th and have the pool plastered for the weekend.  He refused due to a hospital stay. I then agreed to try and work a Friday afternoon install on July 8th out...unfortunately our crews were held up at a job and we needed to slide install to Saturday morning.  It is the nature of our business...problems arise and we cannot leave a job till done.  I then called [redacted] and left a voice mail informing him we would be on site Saturday morning and could plaster Sunday or Monday depending on his schedule.  At 9:45 Friday July 8th...he called my cell phone very incoherent and left another threating vulgar voice mail degrading our company.  He told us to never comeback on his property.  Therefore to date we have not returned.  I received this Monday and have not contacted the homeowner any further.  His argumentative and vulgar conversations make it difficult to find resolution.  The facts are, we wanted to do our job but he makes it very difficult and is not around for job completion. We are not in the business to not complete pools but difficult customers make it hard to find resolution.  Not to mention threating our staff makes it hard to want to be on his work site.  I have attached pictures of the tile condition and also the demo/bond coat that was applied so we could complete the job.  Today he contacted our sales man like nothing was wrong and let him know he bought a pool light and would get back to us when he got it so we could finish the pool.  In all honesty, I am not sure any of our staff wants to race back to resolve but he also specifically stated we are to never return to hi property. I have the voice mail on my phone.  His complaint is missing facts and a correct time line. I can be reached at [redacted] ex [redacted] if you need more information

There has been correspondence with the Homeowner on multiple occasions thru this process.  We did contract with the homeowner for a renovation and started less timely than expected due to multiple rain events thru the Spring which were out of our control and customer notification was...

provided.  A key component was omitted from he homeowners' complaint.  A deck pour was required thru a subcontractor in our contract.  We demoed the deck and the pool interior in approx. 4 days in late April 2016.  This deck was 6' to 10' deep in sections and required more demo and dumpster pulls than most jobs we contract.  Therefore this added days to our process, not our fault however and this was communicated to the homeowner as well...once complete the tile was installed in a very timely fashion along with unforeseen repairs to the spa we found and repaired at no cost and notified the homeowner of at the time of demo and tile install.  (as a note:  We request dumpster pulls but cannot control the timeliness of them we are at the mercy of the dumpster provider and they delayed the pulls which frustrates us all.)  From here the next step is the deck pour...until this is done we CANNOT MOVE FORWARD.  CREATIVE CONCRETE was sub contracted by us to pour the stamped concrete deck.  The owner met with Mr. [redacted], measured and provided stamp samples.  They communicated many times.  What is being left out of this complaint is the deck pour was delayed 6 weeks due to weather and the sub contractor's other commitments NOT DUE TO PPR OR LACK OF TRYING OR SCHEDULE. THIS IS COMPLETELY OUT OF OUR CONTROL and was relayed to Mr. [redacted]!  We were done our first part of Reno by 5/4/16...the deck was not poured till mid June and the homeowner is well aware of the issues and complications in getting the deck resolved.  There are approximately 25 emails stating such.  Once the deck was poured and ready for us to walk on we finished the job in a weeks time.  Therefore, his rendition of the situation is not accurate and lacks facts.  There  were items out of our control and we did the best we could to keep things in motion but cannot control other contractors or Mother Nature so his project was delivered later than he would have preferred but he was always apprised of the delays. 
 
Since the completion he has a complaint about the spa jet fixtures not providing enough flow and deck anchors for the pool cover he is not in need of till the pool closed (as a side note concrete needs to cure for atleast 30 days before we can drill and this request was not listed in his signed contract. BUT will install at NO COST).  This is a complication we tried to resolve for him on site several times but due to the age of the internal parts of the spa fixture (which we do not touch or remove at renovation it was not an easy fix)  We have been inundated with renovation work and have worked thru our contracts and are able to address warranty items currently .  Mr. [redacted] was notified we will resolve his issues on Wednesday August 31.  His pool has been is use and running since late June.  As of last Thursday he has added several NEW items he needs resolved and we agreed to look at them and try to resolve to the best of our ability.  We may have delayed the repairs more then he would like but in a season when 22 days of rain provided MANY DELAYS an made for several unhappy customers we are doing our best to resolve problems for those customers with issue but still have a pool to swim in and enjoy vs. those that do not have a pool to use at all.  To reiterate we have contacted the homeowner and assured resolution but he is not happy with timing and has persued multiple social media site to complain about us. This will be handled next week and I do have more date to support my email if needed.  The homeowner still have a balance on his account as well.

Had a full pool remodel done at the end of summer 2016. Ptemier did a fantastic job. The crews were in time and very professional . The workmanship was really impressive and I was informed of the stages and progress made. I can recommend them very highly .

We hired Premier Pool Renovations by signing a contract on 11/22/16. HP, Keith, Amy and Dan all promised we would have our pool completely renovated by Memorial Day, May 29, 2017. What an unmitigated DISASTER. They did not fulfill any commitments they made. As of Memorial Day, they had spent about two days working on our pool. We eventually told them not to return - we would hire someone else to do the work. This story is perfect for Action News. This company failed to fulfill any of their obligations (over a six month period), and, have kept a total of $12,000 for about $2,000 worth of work. As they say "don't walk away from these people, RUN."

Review: June 6, 2013

I signed a contract with Premier Pool Renovations to refinish my swimming pool. The work to be performed was to drain, remove any loose plaster and undercut the existing tile and re-plaster. Premier Pool provided a start date of May 8, 2013 and no work was started until 5/29, and this was after numerous phone calls with no return calls, and numerous emails with little response.

The workers came and did remove the loose plaster and undercut the tile approximately 90% and proceeded to knock a 10ft. section of perfectly good tile off in a convenient spot so it would be easy for them to replace with a horrendous tile after they tried to upsell me by $2300.00 the first price by the way was $3595.00 for new tile. This indigent act and the poor communication and the use of my water and electric without asking permission along with them grinding the drain covers on my concert bench and deposing old plaster from their tools behind my shed has led to this complaint.

[redacted]Desired Settlement: Looking for a discount, the customer service and trying to upcharge me on an agreed amount.

Business

Response:

The Operations Manager spoke with the customer on June 9th and agreed that he would receive a $500 discount for the confusion of the project.

The customer was agreeable and the issue should be resolved.

It should be noted that I am the Office Manager and not a salesman. He spoke to me on the phone and I relayed messages but I assume I was the only name he could remember

Office Manager

Premier Pool Renovations Inc

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: April 23, 2013, I sent to Premiere Pool Renovations a $3,000 deposit after [redacted] said all work will be done by Memorial Day (May 27,2013). Memorial Day has passed and Premier Pool Renovations has not even begun the work. None of my phone calls have been returned. I did get e-mail from salesperson [redacted] and customer relations manager [redacted] first to get back to me the next day, which neither have done, then e-mail from [redacted] that he will send my deposit back, which he never did.Desired Settlement: I want my $3,000.00 deposit back, at least. I should insist on $3,000 plus interest, considering I basically gave them a two-month loan for no services rendered, but I will settle for receiving what I sent and be done with this company.

Business

Response:

This is an apology to [redacted].

I have been in and out of the office since April 27th due to a family emergency.

I was given the file in early June and misplaced it so therefore a check was not mailed. I mailed the deposit check of $3,000 today which is check number [redacted].

[redacted] should receive the check no later than Monday and hopefully by Saturday this week.

Office Manager