Presidential Pools & Spas

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".

Review: I recently had a pool constructed. Per the contract signed with Presidential Pools, I have paid them in full prior to completion of the pool. I am looking to have them finish the construction and rectify the outstanding issues involved in construction. I have made them aware of various issues throughout the build, and have requested on numerous occasions to have these issues rectified. There are issues with the skimmer, the tile, the decking, and my gate and wall which were damaged during instruction.Desired Settlement: I need this company to adhere to the contract we agreed to and complete the construction of my pool. Their lack of response to my repeated requests to have these issues resolved is ridiculous.

Business

Response:

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

We started the process of picking a pool vendor mid July and were very impressed with the overall first impressions with Presidential staff we met the first day ([redacted]). We were recommend by a fellow Canadian to have [redacted] design our pool.

He came out the same week of our initial visit to show room. Two days later we met with [redacted] and finalized the deal the same day. The design, equipment and total price was comparable to all other vendors. The reason we picked Presidential was due to the recommendation we received as well as the overall sales experience from the time we walked in the front door, very professional and able to see and touch all products.

The same day we also met with the Landscaper (Provided by [redacted]) and completed the layout and design the same day. After all was said and done Presidential came in lower then all other vendors (which we were not expecting)

[redacted] even recommended a tree removal company / pre-prep grade who came out in very short order to complete the mini project so the pool could start ASAP.

From there the Building Process started and WOW is all I can say. We started the pool building process Aug 23rd and we were swimming in the pool Oct 18th. [redacted] our project manager was outstanding. We were not in town throughout the whole process and relied on [redacted] to update us and send us pictures. He answered numerous e-mail (instantly) on anything I asked. The process never had any glitches and I would highly recommend Presidential Pools for a pool build!!

The staff at Presidential should all be commended for the great service provided to us:

[redacted] - introduction and information

[redacted] - Design, product knowledge, recommendations

[redacted] - Project coordination, great communication/updating and much more!

(Start up employee) - On time &knowledgeable

Overall and outstanding company to work with very seamless.

Thank-you [redacted]

Review: My in-floor cleaning system has had many issues over the past few years. It doesn't work and I have paid for technicians to work on it multiple times.Desired Settlement: Fix it and don't charge me.

Business

Response:

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.

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

Review: Before I start I would like to say at several stages we have inquired how best to get feedback to the company upper management or someone with authority and we have never received this information beyond a survey that we filled out dissatisfied and never heard from anyone about. With the most recent development it is the cherry on top that my frustration has mounted to a point something needs to be said. At this point I feel I only have two options: using the company CEO/President and general manager names found online and the same naming convention for their email and hope it gets through... or [redacted], Revdex.com, etc. in hopes that they care.

We have three areas with concerns with Presidentail: their much touted [redacted] site, the build itself, and then of course our billing issue. I'll start this like an old school school essay and address each in a short paragraph.

The [redacted] site seems great on the outset. A limited amount of information is uploaded at the beginning and then nothing much changes. Our selections for interior and such were never put in, our upgraded contractual items and drawings were never updated though they were changed before the site went up, the timeline was far off and was still showing the steel stage when the pool was almost complete, most of our payment draws weren't showing and we came to find out even the total was wrong so our agreed upon payment/draw schedule did not happen. Obviously this is just a site and beyond convenience it isn't a huge concern, but it does seem silly to push the site on a customer and talk about how great it is when it does almost nothing.

The build itself, I will start by saying the pool does look good. We have had the travertine beyond the coping sag by 1/4" or 1/2" but that is barely noticeable, though concerning in only a few months. We had our decking pushed back with no notification or explanation because apparently a previous customer and added decking, which seems a poor business practice. Future jobs already scheduled should not be impacted by last minute additions by previous customers. We only found out about this after repeated calls to our project manager [redacted] going unreturned and finally going to our sales guy who miraculously got ahold of [redacted] right away. This was a constant sore point, [redacted] is nice in person but his communication skills are beyond poor. We were told we would be aware of sub-contractors and when they would be there and unless we repeatedly asked we were never told and each sub-contractor was surprised we weren't aware. While on the subject of subcontractors, they were all great, except for the guy that comes in with a shovel to scrape the pool sides down to prep for interior. He came at 6am on a Saturday to literally scrape the sides of the pool with a shovel if you can imagine the sound that produces at that time... it is so beyond unacceptable I can't put it properly into words, we went around to our neighbors apologizing later that day. He also disconnected our sprinklers to use our hose rather than the closer hose bib and didn't return it and our yard flooded that night. Anyways, getting back to [redacted], repeatedly we had trouble reaching him and in the above instance when we had to reach out to James our salesperson he met with us and explained he was out of town and didn't have good cell phone coverage... though that obviously didn't explain the previous couple days since he returned and he did not apologize at all. The last item really is our very fast walkthrough on startup. The person was very nice but very quick in showing us our entire pool's workings, but when we wanted to take notes or slow down he assured us it is all in our packet... which it was not... in fact even one of our manuals was missing.

The billing issue is what brings us to today. Our contract changed after the initial one, but still far before the build and permit process. Somehow though that original stayed out there and while we were supposed to pay three payments by check and the final payment of $2000 with a credit card so we could get some points back (their maximum allowed) this didn't happen and [redacted]'s final requested check amount was wrong, it seemed off to me but at the time we were frustrated and wrote the check only to find out later that day we can now only pay $600 by credit card. I spoke with Rachel Gee about this and she was going to attempt to stop the check and let me know. I never heard from her and our scheduled interior didn't happen the next day and again after trying [redacted] and going to James we find out it is because we didn't make our final payment! I patiently explained we were ready to and I had spoken to Rachel and she was supposed to let me know if I could do a new check and $2000 on credit or if it could only be $600. Rachel then calls me and is apologetic, explaining she couldn't stop the check and had told [redacted] to tell us... well of course. [redacted] again, and he had not told us and the project was then cancelled somehow. I gave Rachel my credit card and she thanked me and the interior was rescheduled and we now have enjoyed a pool all summer.

BUT, this brings us to today in which I received a letter from Rachel that she has been trying to reach us and she doesn't have record of the $600 owed and to check our statements and provide proof it was paid. They changed merchant services so she can't check herself... oh and our warranty was cancelled because of this. Of course I'm incredulous, why wouldn't someone call me? I have also called the company three or four times, once for service with a chlorinator problem and the guy came to my house, and other times for help with the same equipment and to get the missing manual. No one told me anything and this is the first I've heard of it. I call Rachel and she says she sent one other letter and emailed me (I admit after hanging up I did find the email in my gmail account, it had gone to promotional and I hadn't seen it on my phone, event that email was 3 months after the payment). I walk her through the last time we spoke and she confirms she remembers, but she "must have got disctracted" and lost our credit card info and never run it or she would have applied to our account. We are almost 5 months later now and we have since had to open a new card due to fraud on the old one. THIS IS WHERE A WARNING SIGN POPS UP. I pay someone and she takes down my card... she somehow doesn't run it and doesn't tell us this for months and we have fraud on our account not far after randomly. Obviously this doesn't mean Presidential or it's employees did anything, but it's concerning, who knows where that written down card number went? My wife pulled statements from the bank for the time frame and we were not charged the $600... but I am beyond frustrated, this last piece was icing on top.

I took notes during the process when our frustration was building and even typed up an entire letter to go to heads of Presidential, but I didn't send it because we do love our pool and when I typed it up we were still in construction and I didn't want to jeopardize anything. Also we had one service person that came to check on things after fillup and switch us to salt, he was the same that came to help with my chlorinator problem and both times he was fantastic and restored my faith in the company somewhat. I really just am not happy, and that is putting it mildly, my wife is even less happy... I can't imagine in good faith, given all of this, how a company couldn't review the situation and wipe away the outstanding... frankly in my business I would have been too embarrassed to ask in the first place.Desired Settlement: I think the remaining $600 should be wiped away for our troubles, lack of appropriate billing procedures, and the overall experience in order to bring us to satisfied customers in good faith.

Business

Response:

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

Consumer

Response:

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,

Over all we were very satisfied with the installation work and the quality of the contractors. Their schedule was on time and the work proceeded smoothly. Our only negative would be to have had more detailed info at the pool start up regarding the pool chemistry and the details of programming the pool pump controller. But there are some things you need to learn on your own. Whatever problems we had and you will have some, were promptly addressed and the customer service was very helpful.

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.

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.

Review: [redacted]. the salesman made written promises regarding permit dates and pricing. There was an issue on our end that, once brought to our attention, was sorted within 48 hours. After contacting company president, [redacted] about his salesmans misleading ways, we were promised that [redacted]. was to be removed with immediatte effect. We had further unexplained delays in the permit proces. When the permit finally was approved, a presite visit was scheduled. Upon arrival, the engineer showed me plans that were NOT the design we had agreed upon. At no point was I made aware that any changed had ben made. The construction foreman indicated a significant reduction in price would follow as the new plans involved less work. First though, we needed to revise the permit application to match the design we oredered. Another delay and this time, again in writing, we were told 2/3 weeks. That was 5 weks ago and no communication from the company. Excavation started and is now complete, they have collected their money for that portion of the job.

I have written the company three times asking about the new total price. I have confirmation that a reduction is owed. Yet when I ask for the bottom line, no reply. It has now been 4 weeks since I was told that the bottom line would be figured and they would get back to me shortly. As it stands, we have a hole in the ground with plumbing, no final price and no permit to continue. Yesterday I was told that we will not be using the pool this year after being told that we would be swimming by May. Turns out, [redacted].( after the company president promised he was to be removed) has been working behind the scenes on the project. In summary, I ahve been lied to by the salesman and the president. The person in charge of construction, [redacted] is refusing to answer email requests for information. What they did regarding the pool design is "bait and switch" . Not answering questions about our permit appliacation number is an outragous act of disrespect for the customer.Desired Settlement: A steep discount in final price and additional services that are not in the original contract. We are owed this for the numerous lies and lack of custumer service. Their own construction crew has stated that we are owed a rebate and I have it in writing that a reduction in price was coming to us.

Business

Response:

[redacted], CEO, has met with Mr. [redacted] and is working on resolving all issues.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I will wait until for the business to perform the duscussed actions and, if it does, will consider this complaint resolved.

Regards,

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.

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!

I got a pool from Presidential Pools in Aug. 2013, the experience was with not dead line, the promise always was, it will be done when it's done.

The workers were ok noisy, radio and TV on all the time that they are working, but the ending product has been defective. Presidential Pools has all good will to come back empty the pool and re-do the interior Premium Plus Plaster because it has wholes all over the place. All well seen at night with the lights on. A big inconvenience for me of course. And a lot of waste of water.

The pump was making a rattling noise since week one of operation, it required to be fixed. Now working ok.

The automatic refill water leveler had to be replaced one week after initial operation because it never stopped filling the pool. Meaning a had the water all the way open for more than a week, 24 hours. like I had been filling three pools. The water bill was four times the normal. Even now I wonder how is working, it seems that the running water never stops.

Just today I discovered a new water leak in the faucet that opens and closes the water fill. It seems that it's been there for three months, any way another thing to report and to be fixed.

To get the orientation meeting was very difficult, miscommunication with the final date to get the pool done made things complicated and nobody knew for sure when it was really done. It took one week to get someone to learn how the equipment works.

The seller will fix any issue with the customer as long as you approve any new bill-addendum. So make sure everything is included.

The supervisor was very nice and checked the things were done but I think he missed to make sure the final cover premium Plus Plaster were done with good finish and now has to be fixed or re-done.

Other than that, I am with a water leak and we are enjoying a new pool.

Review: My wife and I signed a contract last May (2014) to put in a pool at our home and we had hoped to start sometime that summer, but we still needed to secure financing, which our sales rep was well aware of.

When we signed the agreement for the pool, our sales rep told us we had to put down a $500 deposit to guarantee the pricing because part of the package we were getting was a special so he said he could guarantee the pricing with the deposit, but that the deposit was refundable if we decided later not to proceed with the pool.

We had some issues come up last summer and we were not able to get the financing, but we were going to try this spring (2015) to proceed. However, in late February, I found out that my company was transferring me to their Dallas, TX branch and now I am already in Texas and we are having to sell our house and move our family to Texas. Therefore, we obviously won't be able to proceed on the pool as we had hoped.

I called Presidential to let them know our situation and was told our sales rep wasn't avail to speak at that time but I could speak to another rep in the Surprise office.

I explained the situation and was told by 4 separate people over the course of being transferred to different people in the Surprise office and at their corporate office, that we would get a refund for the $500. One of these people worked in accounting at Presidential's corporate office and said our check would be issued in a few days and mailed to us. We waited over a week and received no check.

I called back and was told by this same woman that now we weren't getting a refund because Presidential had proceeded to get permits and have drawings done, even though we never instructed them to do this, our financing wasn't secured, and we were never informed that this would negate getting a refund for our deposit.

I called our sales rep and left several message about this, with no response, I also called the President of the company, and his assistant, with no response. I finally left a message that said I would be filing a Revdex.com complaint if this didn't get resolved. I finally got a response back from the same woman in accounting that she had received an ok to issue us a refund and said it would be mailed in the next couple of days. Well, that was last week, and by no surprise, we still have not gotten a check or any further communication from Presidential.

We had a very pleasant experience up until this point with Presidential and were extremely excited about putting in a pool. My transfer came as a surprise to us but things happen, and Presidential should stand behind their promises that a deposit is refundable if work has not started yet. I feel it is very underhanded to obtain permits for a project without discussing this 1st with owner, when the financing hasn't been secured, especially if it means that their deposit won't be refunded.

I just want my $500 deposit refunded as promised, by several Presidential employees, on several different occasions.Desired Settlement: I would like them to honor what they say and issue my refund asap.

Business

Response:

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.

Consumer

Response:

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,

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.

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.

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 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.

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.

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.