Premier Pools Incorporated

Premier Pools and Spas has reached out to the customer in order to communicate that Premier Pools is still in the process of performing repairs for the homeowner. The homeowner has been updated as to Premier Pools schedule to get the repairs done in a manner satisfactory to the homeowner.

I met with owner [redacted] and Project Foreman Steve Fury on 07/28/2015 at approximately 1330 hours regarding unresolved construction, equipment and irrigation damage sustained as a result of the pool and spa installation. While on site, we went over several items needing to be replaced/repaired. As of today's date08/10/2015, the irrigation damage sustained during the pool and spa installation has been resolved. We are still working to resolve the remaining issues being concrete replacement and the malfunctioning of the spa jets.

Premier Pools & Spas has reached out to the customer and come to an agreement for repairs to be made at their residence.  A Premier representative met with the homeowners on site and went over all concerns the homeowner had and created a schedule for repairs.  Premier had technicians...

at the home on Saturday 2/20/2016 to address the leaking waterfall and the cracked tile at the skimmer. The homeowner has since agreed the work satisfies that complaint.  Premier will have a technician out on Thursdayand Friday 2/25-2/26/2016 to address the lights in the pool and spa not syncing to the same color and any plumbing that may appear to be under stress.  At this point in time the backyard has too much water to allow for the installation of solar stubs and the grading of the swell mentioned by the homeowner.  With the homeowners consent we have agreed to return once the ground is more dry with the proper equipment to make that repair and installation. It is very important to Premier Pools & Spas to provide the customer with an excellent experience as well as a quality product.  We have reached out and apologized for any inconvenience or frustration this may have caused the homeowner and assured them these items will be addressed properly. Thank you,[redacted]Premier Pools and Spas[redacted]

I am rejecting this response because:Please re-open the complaint. It's been a week since they came out and my wife tried to contact them, she left a voicemail but has not heard back from anyone. Again my concern is this is the same way this has happened for a year now (someone comes out looks at the issues, says they'll get back to us and no one ever does) and we do not want to go any longer for fear of them saying we have exceeded the warranty period.Thank you,[redacted]

Premier Pools and Spas has reached out to the customer regarding issues stated above.  Customer was on vacation last week, week of 7/20/2015, and made contact with Premier owner [redacted] this morning (7/27/2015).  We have scheduled an appointment with customer to address construction...

issues listed above.  Appointment is scheduled for Tuesday 7/28/2015.  While on site we will address customers cleaner complaint.  Cleaner that customer is referring to was delayed due to manufacturing, per manufacturer.  Premier has since received these cleaners and should the customer like, would install new cleaner and remove cleaner that is on site.  If customer is happy with cleaner at this point Premier will reimburse customer difference in cost. There is no difference in these cleaners other than the color, However the manufacturer does charge more for the black cleaner than the Blue and white.  Ultimately Premier wants to ensure the customer is happy with the cleaner.  Premier will update complaint response following appointment with customer.

Premier Pools & Spas [redacted] has meet with the homeowner regarding the above stated issues.  The waterfall pump had a leak at a fitting, which was a special order part, and has been repaired.  The customer did not wish in the beginning of construction to have an automated...

control system on their contract.  This meant everything must be controlled manually and was proving to be difficult for the customer.  During the meeting the customer was shown that the solar and jets did work but were turned off at the equipment pad valves by the customer.  After the meeting the customer has agreed to install an automation system making the system more manageable for them.  Premier Pools & Spas has also agreed to install a forced air blower on the spa air line to give more force to the spa jets.  The automation system and forced air blower will be installed Monday 9/14/2015.  The concrete crack will be repaired Monday 9/14/2015 as well.

Review: I hired premier pool & spa to remodel my pool and re do my spa. Everything has been completed, but there are several problems that need to be addressed. There is discoloration in the pebble tec, the sheer descents don't work properly. The remote only works half of the time. The led lights don't work properly. I have left messages and and sent texts, with no response from Premier. Their customer service and communication is horrible. I have now received a notice of intent to lien my property. I have always paid Premier on time as agreed. I have a final balance due, but I am unwilling to pay until the issues are resolved or until they learn how to communicate with their customers.Desired Settlement: I would like a returned phone call as promised over a week ago and I would like a schedule as to when they plan on fixing the above mentioned issues.

Business

Response:

Premier Pools and Spas has reached out to the customer and come to an agreement for repairs to be made at their residence. Unfortunately payments weren’t made on time as agreed. As of 4/28/16 no lien has been placed on the home owner’s property. Premier Pools has contacted the customer and they have agreed to make a partial payment on the total outstanding balance owed. The interior finish supervisor is scheduled to do an onsite inspection for the discoloration of the [redacted] interior finish on 4/28/16. A warranty service technician is scheduled to go out to the home owner’s residence on 5/4/16 to address the following issues. Sheers not working properly, connectivity issues with the customers remote and the led light’s not working properly. It is very important to Premier Pools and Spas to provide our customers with an excellent experience as well as a quality product. Premier Pools has reached out to the customer and apologized for any inconvenience or frustration this may have caused the homeowner and assured them these items will be addressed properly.

Review: My complaint against this company is for service, contract, and product issues. We had a pool built that we were told would be completed in January 2016. The pool, upon being filled initially in the end of February started leaking immediately. We are now three months into the process of finding the leak and repairing the issues, which has stemmed from a long line of delays. We have not had any use of the pool for the majority of this time and the final repairs from the initial construction are still not completed. The leak is damaging our concrete decking and causing other issues. We feel the response to this issue has not been sufficient. While repairs have begun, we have asked for compensation since our pool was not built to expectation within the timeline we were given. We have had to sacrifice the use of our yard and have not received the product for which we paid. I have asked repeatedly to speak with the owner or GM, as the service manager says he cannot discuss compensation with me, yet no one will contact me. Throughout the process of identifying the leak and making repairs, we have been unable to get in touch with someone and have been given little detail about what will be taking place to resolve the issue. We have asked for assurances as to the state of our yard and pool upon completion and have been ignored. I am dissatisfied with the service we are being provided, the quality of the product for which we paid, and the failure to meet the timeline set forth in our contract for the completion of our pool.Desired Settlement: I would like to be contacted by someone capable of discussing the the amendments to the agreement we have in place regarding the completion of our pool, as well as compensation for the failure to meet the terms of our contract by Premier, the inconvenience and disruption to us that it has caused, and the poor quality product we have received thus far after having paid in full. In terms of compensation, I would like to be refunded a portion of what we have paid.

Business

Response:

Premier Pools and Spas is currently in the process of performing repairs for the homeowners pool. Unfortunately it was discovered that the pool was leaking after construction had been completed. Premier Pools has since taken the necessary steps in order to locate and fix the leak. Unfortunately this process took longer than was expected as there is a process to locating a leak accurately. The owner of Premier Pools has reached out to the homeowners in order to address they’re concerns. It is very important to Premier Pools and Spas to provide our customers with an excellent experience as well as a quality product. Premier Pools has reached out to the customer and apologized for any inconvenience or frustration this may have caused the homeowner.

Review: I had my pool built by Premier pool and spa completed in June of 2015. A month after it was completed the decking started cracking. Also a rock that hangs over the edge of the pool by the waterfall had a big chunck start to break away. I've called numerous times to have these issues fixed. They sent 3 guys 3 different times to take pictures always assuring me they would write up a work order and send someone out to fix them. No one has ever come. The only time they would contact me would be to try to set up a time for the final county inspection. I let them know I didn't want the final inspection done until these issues were fixed. Still no one came out but the calls still continued. Last November, almost 6 months after completion of the pool, I talked to [redacted] who said assured me that if they could get the county to sign off on completion of the pool these issues would be fixed. I finally conceded and let them send the county out. After that I never heard from Premier Pools again. I call and am told everyone who can help is busy but will return my call. No one has.Desired Settlement: I would like Premier to send someone over to fix the issues with my pool.

Business

Response:

Premier Pools and Spas has reached out to the customer and come to an agreement for repairs to be made at their residence. Unfortunately a subcontractor of Premier Pools and Spas was unable to address the homeowners concerns to a satisfactory outcome. Premier Pools and Spas will send out a technician to address the following issues, a crack that has formed between the coping of the pool and a moss rock feature. Also another crack has also formed in a separate location in the decking. Premier Pools and Spas will send out a technician on 05/31/16 to address these issues. It is very important to Premier Pools and Spas to provide our customers with an excellent experience as well as a quality product. Premier Pools has reached out to the customer and apologized for any inconvenience or frustration this may have caused the homeowner and assured them these items will be addressed properly.

Consumer

Response:

I am rejecting this response because:Please re-open the complaint. It's been a week since they came out and my wife tried to contact them, she left a voicemail but has not heard back from anyone. Again my concern is this is the same way this has happened for a year now (someone comes out looks at the issues, says they'll get back to us and no one ever does) and we do not want to go any longer for fear of them saying we have exceeded the warranty period.

Review: Premier Pools is in the process of doing a pool remodel for me. They have stopped communication and action. My pool was to be completed in December 2013. They poured oncrete in December and the freezing weather caused blsters on 2/3 of the patio and pool decking. And it is cracking. The concrete is not curing smoothly; it is exceptionally spotted and discolored everywhere. [redacted] wants to repour one area and patch the remaining holes or put a topcoat over all. That is not acceptable to me. I contracted for a nice, new even colored deck where all concrete matches. Patched concrete never looks perfect and repouring in the middle of the patio will be noticed.Premier Pools also plastered the pool and it looked nice at first, but it developed discoloration in the deep end shortly after it was completed. I don't know why. Premier Pools had their equipment man to the house for the pool sweep and they had a pool maintenance company adding chemicals. [redacted] came out to look that the surface and said he would send the pool maintenance company back out. No word since. The timer for the pool sweep doesn't work. And I shouldn't have to pay for the plaster before they will do it.Desired Settlement: I want all of the concrete repoured so it will match and look new. That is what I paid for. I want the old concrete removed without a jackhammer or sledge hammer so there is minimal disruption to the new tile and pool plaster. I want the pool plaster to be a uniform color again (without patching.) If the water is drained I want the pool maintenance company to perform 30 days of start up chemical service again right after the water is replaced.Replace the timer.

Business

Response:

Premier Pools and Spas has agreed to a no drain acid bath that is scheduled to take place the week of 3/31/14. This work had been agreed to previously but due to scheduling conflicts with our subcontractor, and to avoid any further delay we decided to put it on our schedule instead. I will also have my technician check out the timer when he is out to do the acid bath. Work orders have been created for Mrs. [redacted]'s concrete concerns. We will be contacting her with a resolution and plan of action within a week.

Review: Failure to repair defective/cracked concrete

Over the last 10 months we have repeatedly asked the contractor to repair cracked and discolored concrete pool decking withno results. Contract visited the site and agreed to repair but has failed to follow through with the repairDesired Settlement: To reapair defective concrete so that final sealing can be applied

Business

Response:

Business' Initial Response

The sub contractor, [redacted] met with the homeowner on 8/19 to discuss concerns and perform repairs. The homeowner is still concerned with one of the hairline cracks, so [redacted] has agreed to remove and repour a section of concrete in question. [redacted], the owner of [redacted] talked to the homeowner yesterday, 8/27/13, and told him that they would perform this repair.

Review: We have called over and over again and can't get anyone out here to fix our issues. We put over 70,000dollars in a pool and spa we can't enjoy. The solar is not working right. the waterfall doesn't work at all. and the jets don't work in the spa. Cracks in our concrete. My husband had emailed the [redacted] he called back but still no one out to fix.Desired Settlement: Repair all issues

Business

Response:

Premier Pools & Spas [redacted] has meet with the homeowner regarding the above stated issues. The waterfall pump had a leak at a fitting, which was a special order part, and has been repaired. The customer did not wish in the beginning of construction to have an automated control system on their contract. This meant everything must be controlled manually and was proving to be difficult for the customer. During the meeting the customer was shown that the solar and jets did work but were turned off at the equipment pad valves by the customer. After the meeting the customer has agreed to install an automation system making the system more manageable for them. Premier Pools & Spas has also agreed to install a forced air blower on the spa air line to give more force to the spa jets. The automation system and forced air blower will be installed Monday 9/14/2015. The concrete crack will be repaired Monday 9/14/2015 as well.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: Premier Pool and Spa started construction of our pool in December of 2014. During the process we found that communication with the company about construction progress was very difficult due to the different teams that were responsible for various parts of the pool. By April of 2015 the pool appeared to be nearing completion but then major problems arose. Getting Premier Pool to fix all the repairs for the pool was extremely frustrating and time consuming. I called numerous times and spoke with different people regarding the repairs. The company would eventually send a service man to come and look at the issue but them no one came back to fix the issue. I called the company at least weekly with no success. As of December 2015, Premier Pools has called once to twice a week to schedule a final visit to close the permit. I used these calls as an opportunity to express my dissatisfaction and request repairs via phone and email but to no avail. For $70,000 we should have our dream pool but we are still waiting on the company to make things right.

Below are the repair issues:

1. Fix cracked tile at skimmer.

2. Correct pluming at equipment (pipes are under stress causing leaks).

3. Correct rock's at main waterfall. Water flows mainly down the right side of waterfall, uneven water flow.

4. Pre-plumb for solar was never completed.

5. Spa light wired independently from pool.

6. The swale that was disturbed during the pool construction is not allowing proper drainage of rain water. Water is now collecting on the driveway close to the foundation of the house and may cause damage. Electrical conduit was placed in our existing trench during construction when instructed not to. Swale elevation needs to be corrected to allow water run off to flow properly towards the rear of property.Desired Settlement: Repair all issues timely.

Business

Response:

Premier Pools & Spas has reached out to the customer and come to an agreement for repairs to be made at their residence. A Premier representative met with the homeowners on site and went over all concerns the homeowner had and created a schedule for repairs. Premier had technicians at the home on Saturday 2/20/2016 to address the leaking waterfall and the cracked tile at the skimmer. The homeowner has since agreed the work satisfies that complaint. Premier will have a technician out on Thursdayand Friday 2/25-2/26/2016 to address the lights in the pool and spa not syncing to the same color and any plumbing that may appear to be under stress. At this point in time the backyard has too much water to allow for the installation of solar stubs and the grading of the swell mentioned by the homeowner. With the homeowners consent we have agreed to return once the ground is more dry with the proper equipment to make that repair and installation. It is very important to Premier Pools & Spas to provide the customer with an excellent experience as well as a quality product. We have reached out and apologized for any inconvenience or frustration this may have caused the homeowner and assured them these items will be addressed properly. Thank you,[redacted]Premier Pools and Spas[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: Pool was not completed within contract timeline.

The contract states that the pool will be completed within 6-8 weeks once pool digging begins. Pool dig began on June 3rd. As of today, July 29th, the pool is not complete per contract guidelines even though they have demanded and received final payment.Desired Settlement: I do not think they should be a member of the Revdex.com due to their business practices. Not only did they fail to honor their contract but their customer service is absolutely horrible. This company is a disgrace to businesses.

Business

Response:

Initial Business Response

All work orders have been completed on this project. The owner of Premier Pools has spoken with homeowner and to our knowledge resolved this complaint.

Review: We have been calling to have someone come out and see/repair an area of concrete around our pool that is falling off. Our pool was completed December 2013 and is under warranty. We started calling in June and now in October we have yet to get a return phone call. We have been given the direct line of the person in charge of concrete warranty work, and he has not called us back either. Four months is an excessive amount of time to wait for a repair, and to not even get a phone call back is extremely frustrating.Desired Settlement: I would like to have someone from Premier contact us to arrange a time to come take a look at the damage and make the necessary repairs in a timely fashion. I think 30 days is a reasonable time frame to have the repairs completed. If Premier cannot comply, I am willing to have a concrete contractor of my choosing complete the repair and be reimbursed for the cost by Premier Pools.

Business

Response:

Per [redacted] of Concrete Concepts , on 10/15/14 the areas of concern were addressed and repaired.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: We hired this company to complete a pool. Per the contract pool was to be completed by the 25th of June. Pool still not complete as of 07/20/2015.Signed a waiver stating they are not responsible for damage incurred as a result of construction. Thought company would take precautionary measures in an attempt to alleviate excess damage. Company took no care, dropped 100-300 boulders out of dump truck straight onto concrete without laying down plywood cracking and taking chunks out of slabs. Placed no plywood over valve boxes crushing water boxers damaging all front yard irrigation and valves. Utilized vice grips damaged broke main water valve. Damage existing rear yard landscaping covering bark that was supposed to be utilized with dirt and rock. Snake fencing damaged as workers climbed on fence to urinate in wild life area behind residence. As a result additionalcosts to repair totaled $3000. Concrete has yet to be fixed and will be additional in cost to repair.Scheduling is horrific. Nothing is ever scheduled as people just show up to residence on site unannounced to perform work. Only time you are notified of workers to be onsite is when payment is due. Workers have to be loaned personal construction tool to complete the job as they do not have tools required to complete the job correctly. Continually have to monitor progression of pool as well as measure framing etc yourself to insure everything is according to scale. Had to notify company several times framing was in violation of HOA rules and not to scale according to county permitting and plans.Company gave me incorrect pool cleaner that is of lower monetary value as they are out of correct pool cleaner stated in contract. Per company, feds responsible for hold up of pool cleaner shipment due to new regulations. Company did not provide me with reimbursement for lower costing cleaner.Desired Settlement: I would like to be contacted by the owner to rectify additional charges incurred due to lack of care by his workers as well as lack of completion of the pool in accordance with the date stipulated in the contract. After being contacted by the owner I would also like for the all work left to be completed in a timely manner with scheduled dates of completion.

Business

Response:

Premier Pools and Spas has reached out to the customer regarding issues stated above. Customer was on vacation last week, week of 7/20/2015, and made contact with Premier owner [redacted] this morning (7/27/2015). We have scheduled an appointment with customer to address construction issues listed above. Appointment is scheduled for Tuesday 7/28/2015. While on site we will address customers cleaner complaint. Cleaner that customer is referring to was delayed due to manufacturing, per manufacturer. Premier has since received these cleaners and should the customer like, would install new cleaner and remove cleaner that is on site. If customer is happy with cleaner at this point Premier will reimburse customer difference in cost. There is no difference in these cleaners other than the color, However the manufacturer does charge more for the black cleaner than the Blue and white. Ultimately Premier wants to ensure the customer is happy with the cleaner. Premier will update complaint response following appointment with customer.

Consumer

Response:

I met with owner [redacted] and Project Foreman Steve Fury on 07/28/2015 at approximately 1330 hours regarding unresolved construction, equipment and irrigation damage sustained as a result of the pool and spa installation. While on site, we went over several items needing to be replaced/repaired. As of today's date08/10/2015, the irrigation damage sustained during the pool and spa installation has been resolved. We are still working to resolve the remaining issues being concrete replacement and the malfunctioning of the spa jets.

Business

Response:

Premier Pools has been working with customer to ensure repairs and installations are completed in a timely manner and to the customers satisfaction. Per conversation with customer on 8/13/2015 the concrete cap that was experiencing cracks has been removed and replaced. The customer has received the black cleaner that was expected and Premier has picked up the white cleaner that was installed initially. The spa jets were worked on yesterday with a technician and the customer. The customer is going to try the spa jets for the next few days and if problems still persist with venturi air system Premier will site job to install forced air blower for jets. At this point Premier is working with customer on final remaining issues regarding reclaimed water lines needing inspection from water district and HOA set back requirements regarding side yard walk ways. Premier Pools is determined to resolve any and all items with the project and will continue to work with the customer to ensure the customer is satisfied. Premier will update Revdex.com as project progresses.

Review: Pool is higher than existing backyard concrete. Supposed to be "Built in", but addmitted engineering defect by salesperson & various crews on site.

From the time we signed the contract, the salesperson/project manager, [redacted] displayed a cavelier and disrespectful tone to all of our concerns, from employees sitting down during paid excavation, through completion of the pool, which I told him was designed too high and was "above the existing cement". At one point during the process, [redacted] stated, "I am not charging you for the extra dig days, so please don't tell your neighbors about your issues". This was the night before he was to sign with our neighbor. I thought that was a prety big gesture just for his dig crews "wasting" a few hours of dig time, but I thought... "[redacted] is going the extra mile to make the customer happy". However, weeks later, I received a call to pay for 2 days of extra dig (which they actually spent 1.5 days of extra excavation and I tracked by the hour). At that point, I called [redacted] to explain my displeasure that I had an above ground "Built in pool" and at that point explained all of the issues that his team had cuased that needed to be fixed.. He said he'd do everything to make it right, from installing some rock to mask the height differences, to planting ground cover to hide the issue. I sent a detailed email with our request to make the pool "asthetically acceptable", and he sent a crew to make it right. Today he called and said he wouldn't finish to our request and stated that this was not in the contract. I find it absolutely aggregious that I now have an "above the ground built in pool" and that Premier can't live up to their commitment to "Make it right". While it is absolutely true that our existing cement was uneven, it was never intended that the pool deck would be above the existing cement at all points, not a single point of the pool deck is even with our existing concrete deck. ([redacted] acknowledged this in a telephone call to me... Cement and other Premier employees also stated that this pool should not have been above the existing cement). His exact words were "You and I know that the pool is above the existing ground and that was a mistake, but we can make it so that no-one else knows this is the case. I will make it right". There is no making it right with a pool that was engineered incorrectly, but I can accept a complete and good faith effort for Premier to live up to their final commitment, even if [redacted] has misrepresented his authority to disposition items in the past. I should have known better, but after meeting the Premier owner at their showroom, I was impressed and truly believed that they were very reputable and would not behave like used car salesmen... Very deceptive and disingenuous behavior by our salesman/program manager, not to mention that he did near zero to ensure continuity between contractors (he didn't inspect prior to major milestones) and made it such that I literally had to micro manage the excavation & deck/concrete framing.

Additionally, Ryan made derogitory remarks to me on the phone, "calling me a whiner" and telling me that I was a "Pain in his [redacted]". Subsequently, he told me that I was right about the pool being "engineered incorrectloy and above ground" and that I was also right about the concrete forms and tile installation being done incorrectly (corrected after I complained and prior to cement pour). Honestly, I was offended by each of these remarks and felt that they were quite inappropriate and offensive.Desired Settlement: Premier's owner should figure out how to ensure that I am not a completely disgruntled customer. I will never be pleased with the quality of the product I received, nor the deciet and misrepresentation from [redacted] but I can at some point, look to the future and enjoy my pool.

At this point, I view Premier's options as:

1) Remove all of the existing cement decking, pergula and bring the existing cement up to the level of the pool decking.

2) Remove the existing pool and rebuild with the pool lowered to the correct level as intended with a "built in pool".

3) Finish the installation of the rock transition barrier to the expectetions as stipulated in our email sent to [redacted] that outlined how we wanted the "remidiation" to be completed and consistent with the expectations that included scheduling the final rockinstallation, only to have [redacted] call on the day scheduled and tell us that this wasn't part of his "deal"... Eventhough it was clearly spelled out in our email to him asking for "remidiation". On the final installation day, at around 2pm, [redacted] stated that he would do the installation to our request, but that we would have to pay to get it completed. He stated that Premier's owner stated, "[redacted], if you do the rock installation to the their request, are you going to pay for it?" Menaing, that [redacted] cannot commit to this, even after it was scheduled.

Option #3 is the simplist and the least expensive way for Premier Pools to "make it right"... However, there is nothing that can ever change the fact that Premier built our pool above any existing design point that would have made it consistent with the existing concrete, and admittedly a design flaw... I cannot forget this fact, nor the fact that [redacted] consistently misrepresented what he would do to complete the pool. It is my belief that, if the owner considers [redacted] an ambassidor for his brand name, he should ensure [redacted] does not ever treat customers this way in the future.

In addition to executing to one of the above options, I would expect that the owner of Premier Pools would call me to personally apologize for the poor customer treatment we endured. However, I do not expect that this would be part of the settlement, just the right thing for him to do at this point.

Business

Response:

Initial Business Response

We are going to take care of the decorative rock for the consumer as well as repair some damaged stucco for free. This should resolve the consumer's issues at this time.

Review: When picking out the Spa and Pool at the showroom we choose the look of the spa water falling into the pool. once the pool was completed the spa only dribbled for the spa to the pool. We have made contact with Premier and the sent out people to check the pumps, setting and other equipment issues. No one has been able to correct the issues. The last person that came out confirmed that it was not working as we were promised. We have been told many time that it would be fixed with reasons as waiting for a new drawing and slow season but no one has been out or any contact from Premier pools. The last response I had was from [redacted] stating she was waiting for a new drawing and would be in contact.Desired Settlement: I would like the spillway of the spa to be completed as promised.

Consumer

Response:

Consumer states that the business contacted him directly regarding the matter. A few days later, a crew was sent out and the job was completed.

We did some research on this company and decided to let them build our pool. Their reputation looked good, we contacted one of their franchisee's in Bakersfield California. [redacted] was the franchisee, he was very personable and we asked him to build our pool.
Now 6 months later we have a hole in the ground with bad concrete, was supposed to be Shot Crete but his equipment was broken so they just poured it in. He didn't get the re-bar inspected before the pour now No other contractor will touch it, our only option it to rip is all out and start over.
The pool equipment we paid for was never delivered, and we have a lien on our house for 10k from the pool supply company for this equipment. The check [redacted] wrote to the concrete company bounced so they placed another 10K lien on our house. [redacted] no longer returns our calls, [redacted] the son of [redacted] says they have no liability. We are not the only family this was done too, [redacted] of Premier pools took money and did not deliver on at least 12 other families.
So buyer beware they DO NOT stand behind their franchisee's, when they got suspicious of [redacted] activity they stopped doing business with him. They did not tell any of us and when we asked them what they could do all they did was point us at another contractor. We are out 37k and have 20K in liens on our home. My kids cannot play in the back yard. Our story was in the News a few weeks ago and will be again shortly when we do a follow up. I will not have anything nice to say about this company.
If they do not stand behind the work of their franchisee's what is the point of the story above?

We selected Premier to build our in ground pool in September 2015 based on their design and the pricing offered. The process was very smooth in the beginning and the workmanship of their field team was top notch. The pool turned out great and our sales rep was attentive to our design requests. Communication with the company was marginal at best. It took repeated calls to get them to plan or our pool filling permit payment. Often we received calls that workers were scheduled when they had already arrived and started work. The Customer Care team was not responsive to our request for the final punch list repair of cracks in our plaster. They were incorrect in how this repair would be completed and how the finished product would look. I am thankful that work crew took it upon themselves to make sure the repairs would be done with the best visual results possible. Instead of patching the plaster , they ended up filling the cracks and you can't even tell that a repair was made. Overall we are happy with Premier and our new pool. I would suggest that if you need hand holding or like to be informed promptly of the steps in the process, this is company will frustrate you.