Presidential Pools & Spas

We are  sorry that you have been experiencing issues with your twelve-year-old Presidential Pool.  [redacted], our Service Manager, has met with you and I believe has resolved all of your issues.  Please feel free to contact us at any time for help with your pool.

[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.]
Revdex.com:
I have reviewed the response made by the business...

in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We apologize that our effort to resolve your complaint by contacting you directly was an additional inconvenience to you, but contrary to your accusations regarding our commitment to customer service, we take our customers' satisfaction very seriously as evidenced by our A+ Revdex.com Rating.  The Revdex.com encourages us to contact our customers directly to resolve any issues, and the instruction from the Revdex.com for you to report any contact from us is merely to keep them informed of progress.  While we will be happy to reimburse you for the expense you felt you needed to incur by purchasing additional parts for your cleaning system more than 3 weeks after our repair was done instead of calling us and giving us the opportunity to do the additional repairs under warranty, we will not be compensating your for your time as that was your choice. Additionally, you will need to let us know a time that would be convenient for our Service Manager to come by with your check for $189.16 and to pick up the old parts so that we may get credit from the manufacturer. He will also bring out a replacement retaining ring which will be replaced under warranty.  We will not be changing our payment policy, as it has been acceptable to our customers for over 20 years.  We will also attempt to confirm that future repairs are completed to your satisfaction prior to charging your credit card.  Given the difficulty you have had in reaching us by telephone, I would suggest that you submit any further service requests via email to [redacted] so that your concerns can be addressed in a time frame more in keeping with your expectations. Please contact us at [redacted] with a time that would be convenient to call you to arrange the delivery of your payment, the pick up of the old parts and the replacement of the retaining ring.

For the front yard - needs re-leveling,  more rock because it has been mixed in with the dirt, replace tree that was hit,  paint fence,  re install the border bricks and replace the broken ones,  cost a min of $2,000.  The tuff shed that was going to be built on the side of the house will not fit,  due to filter system not installed to plan. Now I will have to build a different shed to incorporate the filter system with less space. Cost min $1000. Fence space underneath not to code, rather the kicking some dirt under it I want fence to be removed and installed correctly, Cost min $2,000.  To eliminate risk of guaranteed mess ups and wasted time I only want refunded money.

We go out of our way to make sure customers understand the potential damage to existing landscaping during construction of a pool.  The attached Sales Disclosure documents was reviewed with the customer at the time of contact signing to make sure this was understood.  This information was reviewed once again with the customer prior to the excavation of the pool.  The clearance of the pool fence was passed by the city inspector, and there is concrete decking next to the fencing which makes it impossible for anyone to undermine the fence to gain access to the pool area.  The pool equipment area was re-plumbed to allow as much clearance as possible.  We would be happy to talk about reimbursing any reasonable request for costs incurred by the customer due to any negligence by our subcontractors, but the demands made to this point are not reasonable.

We sincerely apologize that your expectations were not met during the construction of your pool.  Your pool was scheduled for interior finish today, but got postponed due to weather; and will be rescheduled for tomorrow.  Our Construction Manager, Mike D[redacted], will be contacting you to...

schedule a time to meet with you regarding the pool equipment, deck drain and fence clearance issues.

We apologize that our effort to resolve your complaint by contacting you directly was an additional inconvenience to you, but contrary to your accusations regarding our commitment to customer service, we take our customers' satisfaction very seriously as evidenced by our A+ Revdex.com Rating.  The Revdex.com encourages us to contact our customers directly to resolve any issues, and the instruction from the Revdex.com for you to report any contact from us is merely to keep them informed of progress.  While we will be happy to reimburse you for the expense you felt you needed to incur by purchasing additional parts for your cleaning system more than 3 weeks after our repair was done instead of calling us and giving us the opportunity to do the additional repairs under warranty, we will not be compensating your for your time as that was your choice. Additionally, you will need to let us know a time that would be convenient for our Service Manager to come by with your check for $189.16 and to pick up the old parts so that we may get credit from the manufacturer. He will also bring out a replacement retaining ring which will be replaced under warranty.  We will not be changing our payment policy, as it has been acceptable to our customers for over 20 years.  We will also attempt to confirm that future repairs are completed to your satisfaction prior to charging your credit card.  Given the difficulty you have had in reaching us by telephone, I would suggest that you submit any further service requests via email to [redacted] so that your concerns can be addressed in a time frame more in keeping with your expectations. Please contact us at [redacted] with a time that would be convenient to call you to arrange the delivery of your payment, the pick up of the old parts and the replacement of the retaining ring.

For the front yard - needs re-leveling,  more rock because it has been mixed in with the dirt, replace tree that was hit,  paint fence,  re install the border bricks and replace the broken ones,  cost a min of $2,000.  The tuff shed that was going to be built on the side of the house will not fit,  due to filter system not installed to plan. Now I will have to build a different shed to incorporate the filter system with less space. Cost min $1000. Fence space underneath not to code, rather the kicking some dirt under it I want fence to be removed and installed correctly, Cost min $2,000.  To eliminate risk of guaranteed mess ups and wasted time I only want refunded money.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  For your viewing I have added as many pictures as the web page would allow. The person you sent to my house is not a Presidential Employee but an incompetent sub-contractor who Show up after I requested his boss to re schedule so I could be at home when he was on the property.( your service department stated you no longer offer this style of pop up system so you sub contract it out )  My wife call me back to the house on the phone when he showed up un announced. This caused me to be late for work. When I arrived home, I confronted this "Technician" in my back yard, Not only was he rude and sarcastic to me, He stated there was nothing wrong with my system that he had already opened it up and checked it. Late for work, I had to rely on his word. From my pictures let me point out to you the worn shaft and the main gear for which both are wore out. The worn spacer ( for which the kit and its instructions state TWO , not one. ) And the main seal, worn. He checked it out ? The problem was still there till I went got the parts and fixed it myself for I was expecting guests and their children from out of town over the labor day weekend. I didn't want a dirty Presidential pool for them to swim around in. This steel shaft, worn drive gear, spacer and seal did not wear out in three weeks. The retaining ring has been broke by your Technicians for some time as I have been a 14 year customer of Presidential Pools, and have had to rely on your warranty for that long. I guess the answer to your question is I have had to put up with a warranty and service department that has given me too much grief over the years, I contacted the Revdex.com. Ask yourself, Would you pay for service, you didn't receive ? I have more pictures I will send you. And take into consideration the Revdex.com sent me a e-mail stating if the business try's to contact you on their own to report it to them. I did not like being woke up this morning by FIVE phone calls before 8:00 a.m. this morning by Bill driving to work, talking on the phone leaving one garbled message. I am sticking to my request for full re-imbursement for all I requested as well as no more up front credit card charges until the work is completed by your sub-contractors satisfactory. 

thank you for your time.  

Regards,

I have reviewed the response...

made by the business in reference to complaint ID [redacted], and find that the resolution is satisfactory to me. However, I must correct their response that the check was mailed on 4/14 because we received the check yesterday, 4/20, and the mailing envelope was postdated 4/17, not 4/14 as stated in their respinse. I will, consider this complaint resolved.

Regards,

We recently purchased an LA Spa Ibiza from Presidential Pools and Spas. The spa itself is superb, everything that we wanted and more. The price was within our budget and the offer had lots of extras that we did not anticipate. Our dealing with Presidential Pools, from the initial contact with Dave M.[redacted] to the final installation, was one of the best shopping experiences we have ever had. Dave is very knowledgeable and extremely personable. Since this was our first spa purchase, we appreciated Dave's patience and excellent communication skills. He answered all our questions to our satisfaction and made sure that we understood what the product had to offer, including the important warranty information. Since the spa was a custom order, Dave always kept us up to date on the status of the order. We were also happy with the whole installation process. Jack M.[redacted], the technician who works with Presidential Pools, made a pre-delivery site inspection and checked out the infrastructure details, including electrical access. He did all the electrical wiring for us, at a very reasonable price, and installed and started up the spa in a timely manner. He also did an excellent job of showing us how to operate the spa. Like Dave M.[redacted], Jack is very personable, professional, and was able to answer all our questions. We will definitely be recommending Presidential Pools to anyone who is considering purchasing a spa.

I recently had Presidential Pool perform their pool cleaning service. Drain, clean tile, acid wash, refill and balance chemicals.
If that is sufficient for you, then they accomplished the task. However, we had requested, more than once, to be more involved in the process. I left messages more than once, requesting communications, without any response, unless I initiated it.
We explained that we needed a little more hand holding, because this was our first occasion, with this type of pool. We were very pleased with our initial purchase and the product, over 5 years ago, so to say the least, this was an unpleasant experience. If you need more "customer service" from your service provider, I can't recommend Presidential for this particular brand of service.

All items have been completed.  Thank you for you patience.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be unsatisfactory, but completely typical.  I will not expect the business to perform any action and will consider this complaint resolved, but not forgotten. I will in no circumstance recommend this business to anyone and will only warn others that Presidential Pools is just a name on the sign.

Regards,

We are sorry that you felt it necessary to address your warranty issues via the Revdex.com rather than contacting us directly.  According to our records, you contacted us on 7/30/14 regarding issues with your in-floor cleaning system.  A work order was issued, and a warranty...

authorization was requested from the manufacturer; and once the warranty authorization was received the service visit was scheduled for 8/5/14.  On 8/5/14, the technician removed all of the cleaning heads, flushed out the lines and found only one cleaning head that needed to be replaced; and he replaced it.  Your credit card was charged the agreed upon Service Fee, as the lifetime warranty applies only to the parts, on 8/6/14 which is the day after the work was completed.  I have asked our Service Manager to contact you and he has indicated that he has emailed you and left messages for you and is waiting for you to call him back so we can see what can be done to restore your confidence.  I apologize that you experienced additional issues with your system after the technician went through your system, but he evaluated the operation of the system once his work was completed and everything was working properly.

We apologize that our effort to resolve your complaint by contacting you directly was an additional inconvenience to you, but contrary to your accusations regarding our commitment to customer service, we take our customers' satisfaction very seriously as evidenced by our A+ Revdex.com Rating.  The Revdex.com encourages us to contact our customers directly to resolve any issues, and the instruction from the Revdex.com for you to report any contact from us is merely to keep them informed of progress.  While we will be happy to reimburse you for the expense you felt you needed to incur by purchasing additional parts for your cleaning system more than 3 weeks after our repair was done instead of calling us and giving us the opportunity to do the additional repairs under warranty, we will not be compensating your for your time as that was your choice. Additionally, you will need to let us know a time that would be convenient for our Service Manager to come by with your check for $189.16 and to pick up the old parts so that we may get credit from the manufacturer. He will also bring out a replacement retaining ring which will be replaced under warranty.  We will not be changing our payment policy, as it has been acceptable to our customers for over 20 years.  We will also attempt to confirm that future repairs are completed to your satisfaction prior to charging your credit card.  Given the difficulty you have had in reaching us by telephone, I would suggest that you submit any further service requests via email to [redacted] so that your concerns can be addressed in a time frame more in keeping with your expectations. Please contact us at [redacted] with a time that would be convenient to call you to arrange the delivery of your payment, the pick up of the old parts and the replacement of the retaining ring.

Let me start by saying that I love the pool that Presidential build for us. The construction process they have down to a tee! They are exceptional at that but when it come to the finish line, they start to wander off. I will say that the technicians that get assigned to do the final steps are outstanding but the lack of communication to get to the finsh line leaves a lot to be desired. Our Project Manager Nick was incredible. I couldn't have asked for a better one. I would reccomend Presidential to anybody but I would also let them know that they need to watch the finish line close.

I am a repeat customer with Presidential Pools. They are very knowledgeable, friendly, and they go out of their way to help the Customer. [redacted] our Salesperson was wonderful. He was always around whenever I had to call him and ask a question. He always had the right answer. Whenever I did have to leave a message on his phone, he always called me right back within 5-10 minutes. [redacted] was our Project Manager. I met him on the first day of the construction of our Pool and [redacted] was there everyday overseeing the construction of our pool. If I had any questions he was more than happy to answer them. He was always around when I needed to ask him anything. When he told me he would be over at the house he was there. He explained to me in detail every step of the construction of the pool which was very helpful and exciting. I cannot say enough of great things about [redacted] and [redacted]. They are both a 10 in my book!

My first experience using Presidential Pools was an excellent experience. From the first consultation to the end, it was a very comfortable and enjoyable process. The attention to detail from initial measurement, to designe and changes and the final approval was not only made easy but I felt like a valued customer. As we searched for just the right design, Karin T[redacted] did an excellent job with design ideas, changes and we couldn't be happier with the end result of our pool from Presidential. We also used Sean and Flo Patio for our decking and landscaping which turned out fantastic. I would definatley recommend Presidential Pools to friends, family and neighbors.

I have been a Presidential Pool customer since 2012 and I am so glad I chose Presidential because their customer service is top notch.
We had several issues with the chlorinator, which Bill W.[redacted] took care of.
Bill will take care of you, make sure you understand the issue, and his tech will even provide a bit of guidance & mentoring.
We also did the acid wash with Presidential and the result was excellent. They cleaned the pool really well. Glad I chose Presidential Pool to do this.
Any time you make a huge purchase like a house or a pool, you always want to make sure you are paying for not only the highest quality product but also the best customer service. And with Presidential Pool, this is exactly what you get.