If yes, click here to login.
BBB Accredited Business since
Phone: (210) 375-3333 23127 Ih 10 W Ste 201, San Antonio, TX 78257
BBB Business Reviews may not be reproduced for sales or promotional purposes.
Request a Quote
View Business Review Inquiries
A BBB Accredited Business since
BBB has determined that Premier Pools & Spas meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Premier Pools & Spas include:
- Length of time business has been operating
- Response to 3 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Corporation Principal Premier Pools Incorporated
Business ManagementMr. Bill Unger, President Mr. Tom Israel, G M Ms. Yolanda Unger, Vice President
Swimming Pool Contractors, Dealers, Design Swimming Pools & Hot Tubs Spas & Hot Tubs - Dealers
Alternate Business NamesH2O By Design, LLC
Industry TipsTips for avoiding a pool construction nightmare
23127 Ih 10 W Ste 201
San Antonio, TX 78257 (210) 375-3333 Directions
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: We entered into a contract with Premier Pools & Spas on March 2, 2013. To date, our project is not complete as we had identified problems with the condition of the grout and Kool Deck expansion grooves beginning June 2013. We were assured by the general manager, ***** *******, and foreman, ******* **** ****, that we would be provided a punch list of problems/issues to be fixed prior to our final payment. However, we had to pay the balance of the pool as per our contract, yet were never provided a punch list for all the unfinished problem areas. Beginning July 8, 2013 to today, we have sent numerous emails, photos, and texts to Mr. ****, Mr. *******, and Mr. **** ***** (***** of PPAS) requesting that these problem areas be addressed. Many times we were told a crew was coming out to our house, however, then we would be told their subcontractors were no longer working for them. We went to the PPAS office in *** ******* six times to question when our project was to be completed. Each visit, we were assured by Mr. ******* and Mr. **** that all issues would be resolved. Mr. ******* made one visit in October 2013 after we made several complaints about the unfinished work. He took many photos and, again, assured us the unfinished work would be completed to our satisfaction. It was during this visit that he informed us Mr. **** was fired. Two men were sent in October 2013 to look at the grout. They told us that it was obvious that the pool and decking were just not finished. They began to try to correct the grout problems, but after several hours they left and never returned. Nothing was completed as promised before winter set in, and in March 2014, we began our telephone and email contacts again to Mr. **** *****. We were advised by Mr. *****'s office that Mr. ******* was no longer with the company. A new general manager, *** ******, had taken over. Mr. ****** contacted us and made a visit. He took photos again of all the unfinished areas, and even called our attention to additional problems. Upon leaving our house, Mr. ****** assured us he would ensure that our pool project would be completed before the end of May 2014. As of today, May 19, 2014, only one issue has been addressed regarding a rock causing a rust stain in the Kool Deck--that problem was identified by us September 2013. The poor grouting job, to include crumbling grout, grout that has broken off, grout that has peeled, and grout that was applied sloppily and never cleaned, still plague us. We also have a defective LED light that was reported to PPAS in October 2013. It has not been replaced to date. From March 2, 2013 to today, we have had to be the ones to initiate all communication. PPAS does not return our calls. In conjunction with the unfinished pool problems, we are very concerned about our warranty. We feel that our 3-year warranty should not begin until all unfinished work is completed. We feel PPAS is not fulfilling their contractual obligation, even though we have as the buyer. If needed, we have all our communications to PPAS to include photos, texts, emails documented and will provide upon request.
Desired Settlement: We desire the completion of our pool project--to include the additional problems Mr. ****** reported--to our satisfaction, and that our 3-year warranty will begin after said completion to our satisfaction.
The deck stain was a piece of aggregate in the concrete that caused a rust stain to appear on the surface of the spray-crete texture finish. This stone was removed, the hole was sealed, filled, and the deck touched up to match.
Problems with Product/Service
Read Complaint Details
Complaint: We were recently quoted from Premier for a pool. We signed the contract and gave our deposit on 3/5. Our HOA approved the plans last week which was the last thing to be done before construction started. Today the sales rep and new GM came to our house to tell them that they misquoted us and it would cost $10K more than we were quoted on the contract. Obviously I'm irritated because we don't have an extra $10,000 and we have now wasted weeks with these people whereas we could have gone with a different vendor.
Desired Settlement: Honor the price and plan that has been contracted.
Business Response: This complaint should be closed we all came to a agreement
Problems with Product/Service
Read Complaint Details
Complaint: I purchased a pool from Premier Pools And Spas in May 0f 2013, it took them more than 4 months to build my original Pool and I've had structural issues from day one. Before the Pool ever filled it cracked and began leaking. The Pool company assured us that it wasn't structural but after several visits and thousands of gallons of lost water they finally got serious about the problem.......or so I thought. My pool was completed in mid-September and had to be drained for repairs in mid November. It's now Mid January and we've had absolutely no work done and the pool is still empty. I have reached out to the General Manager And even the Owner......Nothing has been done and I've basically been ignored. They've delayed doing anything to fix my pool so long I've been forced to file with the BBB and hire representation to help resolve this issue. This may be the worst pool company in San Antonio in terms of construction and I haven't even touched the surface as to how poor their customer service skills are. Regards, ******* **********
Desired Settlement: My desired outcome is a completed pool that doesn't leak and performs as intended.
Premier Pools is in the process of the pool repairs as of 2/5/14. As Mr. ********** stated in his complaint, “the pool was leaking before it was filled”. This is impossible for this to happen because there was no water in the pool. However, Premier Pools discovered a leak after the pool was plastered and filled. In order to find out why a brand new pool was leaking, Premier Pools contracted Arias & Associates to do concrete core samples on the structure. I have attached their findings, they are above the minimum P.S.I. required. This means the only reason for the cracks is ground movement. I have also attached a copy of our contract with the paragraph underlined showing that Premier Pools is not responsible for the leak. However, Premier Pools has decided to fix the leaks in good faith, at no charge to Mr.**********.
Premier Pools & Spas
23127 I.H. 10 West Ste. 201
San Antonio Tx, 78257