Premier Pools Incorporated

Review: I had my pool remodeled and resurfaced by Premier in May 2013. The "Saphire Galaxy" plaster looked great at first, but within 3 days it started to develop white spots. Premiers pool contractors, Precision, were responsible for the chemical start-up and maintenance. They were sent out to inspect the pool, saw the spots and did 2 acid baths in 2 weeks. Spots got worse and eventually spread all over the pool. Premier then sent out their PebbleTech representative, [redacted]. He told us that he thought the spots would go away once spring came around. They didn't, in fact, they got worse and more spots started to occur. Then he said, if they weren't gone by spring that he would come out and assess the situation again, and if necessary, send out a diver to come and sand the spots. We followed up with him to let him know the spots were still there and he never returned our calls after that. I then called Premier and asked them about the sanding and taking care of the spots. They did not return my calls either. Then I called our sales person, who sold us the plaster type and color, [redacted], and he said he would call the front office of Premier and have them call us, and againno call back. After 10 months of trying to solve this situation I called the manufacturer of Pebble Tech and filed a formal complaint. THEN Premier started to call me. They finally sent a diver and when he did his sanding test, there was no difference. He concluded that sanding would not help and just make it worse. Then a team came out and sanded anyway and then acid washed. Now it just looks worse. There are still spots and "bald spots". All of my glass tiles on steps are scratched, as well as, a couple on the water line. I am still waiting for my chemical start-up. They drained it, did the acid wash and sanding, filled it, and never came back! Now the bottom has streaking, white and dark spots, and all the edges of the steps are "bald". I have been trying to work with them for a year, and this was the outcome. Very frustrating.Desired Settlement: I want Premier to re-do my plaster and replace all of the scratched glass tiles on my steps. If they cannot guarantee this dark color will not be problematic after they re-do it, I want a different colored plaster or my money back. I also want to be reimbursed for the chemicals I have had to use in this last round as I am still waiting for them to come and do the start-up chemicals.

Business

Response:

We are in the process of scheduling a Supervisor to visit the [redacted] residence in order to address the issues and concerns. This will be scheduled with the [redacted]'s directly so they can make arrangements to be present. Once that has been done, Premier Pools will decide how to proceed and what guarantees can or can not be made. I will take full responsibility for the missed start up date that should have been scheduled for last Friday 5/23/14. If Mrs. [redacted] will send the receipts for the start up chemicals we will certainly reimburse her. I will be emailing her directly as well.

Consumer

Response:

We are still in need of the full chemical start-up. We put what chlorine and shock we had in the pool over the weekend as it was very hot and the water was sitting untreated for now 7 days. I will give Premier the costs of chemicals used.