Presidential Pools & Spas

Review: [redacted] was subcontracted by Presidential Pools to plaster our new pool in 2009. The first time they put in our pool they had to re-plaster the pool because the material was uneven and looked honeycombed. It was rough and had crater like indentions at the bottom of our pool. The entire process was very unfortunate because this was a brand new pool and we could not enjoy it. It took numerous people coming out to look at it and test things. Now about a month ago, 2014, I started noticing some staining on the walls not could not be brushed away. I had the water tested as I regularly do and was told it is time to drain the pool because it was acidic. I hired [redacted] to drain the pool and clean the tile as well as acid wash the pool. When [redacted] came out they said they did not feel comfortable acid washing the pool because the plaster looked very odd. They said they had seen abandoned pools at foreclosed homes and have never come across plaster that looked this strange. They encouraged us to contact whoever put the pool in. The stains appear when sprayed with water and are copper in color. Of course our water has always been clear and such because we have a family with small children who swim in this water so we always want to ensure it is safe! We immediately contacted presidential pools who also informed [redacted] came out to our empty pool and took pictures. He rubbed his hand on our step and powder was left on his hand. That did not seem odd to me because our pool has done that since day one. When I asked them about it they said to just brush it. He also stated that the grayish appearance is often from moisture being left in the walls when they lay the plaster and that they will most likely have to acid wash, torch and buff it. He says he will contact us in a few days after he calls around. I am instructed to fill the pool back up with water. He calls in a few days and says that he tested the water left in the basket and it was harsh. He says he had to call all around the valley to find someone that tests for copper and iron and that was present in our pool. He continues to tell me that the acidic water destroyed the interior and the copper and iron stained the pool and they are not responsible or liable. He also states they have no recommendations for how to remove the stains.Desired Settlement: I feel that [redacted] is trying to get out of spending another penny on a job incorrectly done. We have spoken to many reliable businesses, one of which the gentleman from [redacted] recommended and they all seem to think something sounds fishy. We regularly maintain our pool chemicals and equipment. We ensure our vacuum is working properly and our filters are clean. We replaced the filters last year as well. I began inquiring as soon as the stains appeared. I am curious if the copper or iron was really in the water because I did not see him sample the water. Also I am not sure how long it took him to test the water. If he got the water from the basket it had been in there for over 48 hours. I have never put iron or copper in my yard or water. Maybe the copper or iron is present from the materials used to lay our pool? I want the stain removed without harming the pool or the plastering redone.

Business

Response:

[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.

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!

Review: Presidential Pools were to replace my Pool Pop Up controller gear set. They charged me up front for the service call stating that they now had to collect their fees for service before they would send some one out to the house to do warranty work. This call was to replace the gear set and three pop up's. Shortly after the service man left, I still had the same problem in my pool, system not cleaning and functioning properly. On Friday before labor day Guest were to arrive, I Drove across town to the pool store and purchased the gear set KIT to do the job. Once home I did the job myself and was shocked to find the condition of the Top gear and shaft that drive the set. These parts come in the kit. The retaining ring is that secures the top to the bottom shell is broke. They have serviced this equipment for 13 years now as This system is a lifetime warranty item. I have my receipt for the parts, the worn out parts replaced, Pictures of the worn out parts if needed. I find that this is the best way to reach the warranty department as they do not return phone calls for service in a timely manner, and when they do return your call, they are usually one to two weeks or better out from getting to you.Desired Settlement: I would like a refund for the service call they charged me $85.00I would like a refund for the parts kit I had to buy $ $109.16I would like my retaining ring replaced that is broke $ 49.00 plus taxI would like compensation for my service call to do their job Which I shall include my time to drive across town to pick up parts. $85.00Finally I would like in writing presidential pools to Recommit to their pledge to offer me better service,In a more timely manner,not collect $ before work comple

Business

Response:

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.

Consumer

Response:

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,

Business

Response:

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.

Review: I signed a contract with Presidential Pools in June, 2011, to construct a pool at my home. The pool was completed and to this point I have been satisfied with the pool and any issues related to the pool have been effectively resolved. At the time that I entered into the contract for the pool we also looked at additional landscaping work to be done once the pool was completed. In May, 2012, I entered into a contract with [redacted], a sister company of Presidential Pools, for various landscaping work. That contract included the installation of 35 plants and trees along with the necessary irrigation, as well as sprinklers for the lawn, among other items. I have contacted the company numerous times regarding issues that I had with the landscaping. Some of the issues have been resolved but others continue to be ignored. I have given them every opportunity to come out and resolve the issues and they have failed to do so. The last time being on Friday, August 23rd. I had taken the day off and had been promised that they would come out that day to review my issues and resolve them. This was one of many times where they either failed to show up or return phone calls after making a promise to do so. Not surprisingly I have not even been contacted by the company since they once again failed to follow through on promises made.

The last attempt the company made to resolve the issues was on July 26th and 27th when representatives from the company were out and installed an additional sprinkler to cover an area of my lawn that was not receiving sufficient water from the sprinklers they had originally installed. They failed however to properly adjust the lawn sprinklers which spray all the way accross the grass and soak a wall that is painted on the outside by the HOA. This constant soaking from the sprinklers causes the paint on the outside of the wall to bubble and peel and causes me issues with my HOA. They also failed to correct issues with the drip irrigation system to the plants. I have trees and plants on the same irrigation zones and now actually have plants that are not being watered at all.Desired Settlement: I would like this company to come out and finish this job once and for all and to do it properly. I would like to receive what I actually paid for and if they are unable to do that then I would like a refund to be able to hire a competent landscape company to come out and finish what they were unable to.

Business

Response:

[redacted] from [redacted] visited the jobsite on Thursday, 8/29/13 and has agreed to a plan of action to resolve the issues after the Labor Day Holiday weekend.

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,