Presidential Pools & Spas

Recently had a Presidential Pool completed. So far I am very happy with outcome. All the sub-contractors were very friendly and it appears at this point they did a good job. The only thing I don't understand is that there was NO follow up by our project foreman to see if we were ok with the finished project or if we had any issues. Have never heard from anyone at Presidential since work completed.

Don't go with Presidential Pools because they feel safe! They are not. Read the reviews, see that they collect all money and never fully satisfy their customers because of thrash, destruction or delays that run past a couple weeks. Don't use Presidential Pools!!!!?

No, the...

response from Presidential Pools is not acceptable.  
We signed the contract on January 30, 2016.  During the months of February, March and April, there were radio advertisements claiming that the company would put in you a pool by the summer.  We signed in January and still do not have a pool. “Every effort possible” leaves a door open for continued delays.
 
Reviewing the current online reviews, there are others who gave poor ratings due to the delay in the building of their pools.  We signed a contract in January.  We do not want to be put in a queue.
 
We do not have a copy of the signed contract with the choices we made, the price for each choice and the total amount.  I requested the documents but have not received them as of yet.  We received a $567.49 credit to our account on June1, 2016.  We do not know the current standing of the total amount.
Should the pool not be completed by June 24, 2016 I will take the necessary steps to resolve the matter.
 
No, the response from Presidential Pools is not acceptable.
 
We signed the contract on January 30, 2016.  During the months of February, March and April, there were radio advertisements claiming that the company would put in you a pool by the summer.  We signed in January and still do not have a pool. “Every effort possible” leaves a door open for continued delays.
 
Reviewing the current online reviews, there are others who gave poor ratings due to the delay in the building of their pools.  We signed a contract in January.  We do not want to be put in a queue.
 
We do not have a copy of the signed contract with the choices we made, the price for each choice and the total amount.  I requested the documents but have not received them as of yet.  We received a $567.49 credit to our account on June1, 2016.  We do not know the current standing of the total amount.
Should the pool not be completed by June 24, 2016 I will take the necessary steps to resolve the matter.

We are sorry that you are experiencing problems with your [redacted] remodel, but your contract is with [redacted] who rents space at our office.  If we contracted on your behalf with [redacted], your contract would have been with Presidential Pools.  [redacted]...

[redacted] is a completely different company whose only association with Presidential Pools is as a tenant.  We have forwarded your concerns on to them and have asked them to address your concerns.

I gave my deposit and started on my 2nd pool build with Presidential Pools and Spas in Surprise AZ on May 6th (5/6/15). I received my Pro Edge build login with a schedule and a timeline. The timeline shows (And still shows) a start up date of 7/1/15. After the dates of install started to be missed with No shows from sub contractors I started talking to my Project Manager, Clay Hamilton. I always got the same answer "Ill check on that and get back to you", I rarely heard back. I had to sub contract this pool myself. I sent emails to every contact I had at Presidential pools with little to no response.

My issues only got worse after I paid my final payment. The pool sat for 3-4 weeks with zero work being done. The pavers were installed incorrectly and it took 1 month to get them to come out and add the walkway that they missed. We have a leak in the plumbing that was sub contracted, that took over a month to have fixed. I didn't hear from Clay for the last 6 weeks of the build process. The last I hear from Clay was an email telling me that the water feature would be painted by Friday August 7th. My water feature finally got painted after I talked to the main office at presidential. The water feature was painted September 3rd.

Here is the short list of things not done correctly on my pool. All of these took multiple phone calls and emails to fix. Some are still not fixed. Also after these list were sent to Presidential pool and spas in Surprise AZ, I heard nothing back. They are very fast at getting your money to the bank, they must be taking so much money to the bank that they dont have time for customer issues.

1. Pool was "Completed" 2 months after initially quoted

2. 12.00 Per Sq Ft artistic pavers were installed incorrectly with an entire walkway missing

3. Pebble tech had sharp points from quick sub par install

4. Grout around tile water line has holes

5. plumbing leaked for 1 month before they fixed it

6. Water feature was finished 6 weeks after it was started

7. Pool equipment remote didn't work for 4 weeks

8. Pebble tech had a 2 inch crack

9. One of our pop up cleaner heads was not installed for 4 weeks.

I realize Presidential pools uses subcontractors, and sometimes they make mistakes, but presidential should show some concern when the subs do make mistakes. My first presidential pool was build 7 years ago and the quality of this company was much better at that point. I have emailed all of these complaints before, but have never been contacted with anything more that an email saying "We will work on that".

Will not recommend Presidential. The PM team was not up to the task, they could not convey the proper schedule/outline. Also failed the city inspection as the PM team thought they were ready and this was not the case. At the same time, I am now being charged for addtl funds from a sub-contractor that dug the pool for abnormal soil conditions, this was not properly communicated from the sub-contractor or Presidential that this would be the owners responsibility. Beware of tricks and ensure you have looked over your contract in detail.

We had a pool installed 4 years ago by Presidential Pools. Just a few days ago we noticed an underground leak by our pump. I called Presidential Pool and they told me the warranty ran out. Seriously!! Now we have to pay for all costs to fix. I would rethink purchasing from this company. Since they have, what I would consider, a short warranty for underground parts. This is all due to no fault of my own

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,

Upon learning of my most recent negative impression of their post-installation service, I received very fast follow-up by Bill Walton, PP&S's Service Manager. He was genuinely concerned about the complaints and pronounced himself dedicated to resolving my issues in as fair and timely a manner, regardless of his company's legal obligations under the terms of the various warranties (most of which have by now expired). Bill scheduled employees to drain the pool, perform patch repairs of the various failures in the plaster, repair two areas of concern in the plumbing at the pump, and is working to replace my failed pool light. Under these circumstances, I declare myself now satisfied that Presidential Pools is a good deal more concerned with the ongoing satisfaction of their customers with the pools they install well after the time of installation. Thanks, Bill.

We have contacted Mr. [redacted] and have reached a resolution.

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.

The deck has been installed and the wrought iron fencing is now in production.  We will make every effort possible to have the pool completed by 6/24.

I would like to commend Presidential Pools for their customer service, attention to detail, and amazing support throughout the process of constructing my pool. Our experience started with Jeremy H[redacted], who helped us design the pool and he did everything he could to ensure we were happy. He even continued to support us after we started the pool building experience and were working with the Superintendent Deon H[redacted]. Jeremy deserves a huge pat on the back for everything he has done for us. Deon was equally amazing. The customer service, and support he has showed throughout the process was stellar. He was always available to answer questions, within a 24-hour period. He would reply to me usually within a few minutes, if not hours, but never longer than 24-hours. His service to us made the stressful pool building experience less stressful. Between Deon and Jeremy, I felt that we were taken care of like family, and I am happy with our choice to use Presidential Pools.

[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 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,

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,

I had my pool installed in 2014 by Presidential Pools and I am happy with the sale to installation to service I received. They even finished before the estimated time. The communication was excellent, the quality of my pool is top notch! Any follow ups for service were given the up most attention. I highly recommend this company!

[redacted], our Service Manager will be contacting you to schedule a time to meet with you to determine if there is anything that can be done to resolve your staining issues.  It would be very helpful if you could have your water testing history available for his review to help him diagnose...

the cause of the staining and come up with a plan of action.

The pool was completed on 6/23/16.

The Project Manager has been working to get the last of the [redacted] List items completed.  The gate should be reinstalled shortly.

The refund check for $500 was mailed on 4/14/15 and the check cleared our bank on 4/20/15.  Please let us know if you were not the one who cashed the check.  We have attached a copy of the check showing the endorsement.