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Business Profile

Pool Equipment

Platinum Pools & Spas

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Equipment.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/28/2023

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We contracted Platinum Pools and paid in full over $67k up front to build ** a pool. Since day one after they gladly took our money excuse after excuse has delayed our pool build. We were verbally told the pool would *********** months to build. The dig was completed in JULY 13, 2022. ******** came out and created the jungle of piping needed for all that is to be put in the pool and after that the steel was installed. Then the pool sat for 5 months with all the piping exposed and nothing more happening. I tried calling, left voicemails, left emails with no returned communication. I finally got through to someone via email requesting to cancel my contract and refund the remainder of the money or start communicating with about the next steps and when the project was going to be completed. After the back and forth arguing the person from platinum really didn't *********** and put in the process to void the contract but would not come out to discuss what remained of our money paid. I had another pool builder that finished up a build down the street and tell me how much was invested in what Platinum had performed. After more discussion with the Platinum representative it sounded as though I wasn't getting much back even though the other builder said a high **** of $18k that Platinum had in materials and labor. That would have left us with $49k remaining. According to Platinum we would only get $25k back. Fear of being ripped off and not getting money returned I had to plead with them to not void the contract and continue the build. They flipped the tables on me at this point making me feel threatend. I texted the ******* in which time I found out he no longer worked for Platinum and there was a new guy. I seen him twice in 2 months. I had to provide them with a shotcrete guy that had worked another pool of theirs after the excuse of 6 more weeks. I am constantly emailing, texting and calling. Now its been 5 weeks with no progression. Only to be told 70 pools in built to wait.

  • Initial Complaint

    Date:10/03/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Beginning transaction was ***** of 2021. Paid them in full for the transaction September 16th 2021. Paid amount was over $48,000. Initial sales man, said the project would take about 7 to 8 weeks, after Initial dig. They started the dig late September 2021. No progress was made until February 2021. Despite multiple phone calls, emails and text messages. Of which were mostly ignored. From February to *****, they had made a bunch of appointments, to be at our house, and missed most and had to reschedule. May 18th of 2022, they completed most of the pool and had us fill it with water. **** their technician, came to the house, set the pump up, and left without installing a gauge on the pump. And didn't open up the chlorine deposit valve. July 15th I had informed them of some issues with the self cleaning pumps not working. A supervisor came out a few days later, said the skimmer and pump gauges were set up wrong, and that the pump Guage was missing. Told me to run at *** for a day, and send pics. I did. He said they would fix the pebble tech that was damaged from this. And get a pump gauge. They have not held up to this, and after weeks of attempts to get a hold of them. They responded saying that they would not repair damages, and they are unable to give us a date when they are going to get the pump gauge. Please help.

Platinum Pools & Spas is NOT a BBB Accredited Business.

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