Complaints

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.

• Initial Complaint

  Date:07/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  tting done. May 2nd, a crew came and installed a few things and installed things wrong also. May 3rd, we were told it would be fixed. May 19th, Nothing still done and text sent to figure out why. on June 16th i sent a text letting them know that i would like them to finish the job, which included: Hooking up all appliances, plumbing all appliances and sinks, fixing fridge unevenness and providing a trim around fridge, and repair work including cracked travertine. We also had found out that tile is missing above the skimmer boxes and skimmer boxes have no doors on them when they are supposed to. IF they failed to do so in a timely manner, i would be filing a complaint and going to social media and then proceed to legal options also. Since the text on June 16th, Appliances have been installed and plumbing hooked up. ****** still does not have trim and my grill is not hooked up. Travertine is not fixed and failed to respond about skimmer boxes. Premier pools got their money and is runnin

  

  Business Response

  Date: 07/13/2023

  Honestly, we are surprised by this compliant.  We have communicating with ********************** throughout all of the repairs.  He is not wrong; everything has taken much longer than expected as has been the case for the last two years.  We are equally not happy about the repairs and time frames.  But I take great offense to the final statement that Premier Pools got their money and is running.  Couldn't be further from the truth.  ******************** is welcome to come to my office anytime and meet our staff and well as myself and my family.  We would never not resolve or take care of every customer concern.  We are not hiding from anyone.  Most every listed repair has been taken care of this week. Minor touch *** will be next week.  *** skimmer doors are complete.  *** concern about the upper part of the skimmer box being tilled has been addressed.  Tile would not be installed on the top of the skimmer in any scenario.  We are not sure who claims this to be the case, but it's not.  Tile goes on the sides and bottom as it goes into the skimmer.  *** top is simply a stainless-steel plate to sustain the weight of the coping and walking traffic.  Any tile installed on the top would not be best practices and would certainly fail.  Mr. ********** skimmer was done the same way we have done it on thousands of other pools. Also, there is no trim from the fridge.  *** design never included any trim nor are we aware of any such trim for this fridge.  *** stucco around was not done well the first time, but it has been fixed.  Just need some paint to touch it up.  

  Finally, we appreciate the ********* family.  ***y are wonderful people that have been amazingly patient through a terrible building process.  *** pool is beautiful, and we hope they have nothing but amazing memories for years to come!!! 

• Initial Complaint

  Date:10/14/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  
  Better Business Bureau:
  
  Really appreciate their response.  The world is crazy right now indeed.  They are cranking in a good way again with great communication and follow though which we are really grateful for.  It seems like things are wrapping up by the end of this month fingers crossed which would be ideal/aligned.  So in reference to complaint ID ********, this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this resolved.
  
  Thanks,
  
  ***********************
  
   
  kly: the gas sub did a poor job and has yet to come back to repair. Other work is supposedly being held up. They prematurely concreted over pump tubing. This similarly delayed work. The deck crew did 80% of work then disappeared going on now 3 weeks. Not a single worker has been on site for almost 3 weeks. Gas worker no show 3 times. Theres electrical and decking work that could be done in parallel - nothing.Weve asked for a project plan 3+ times - no response. No clear project plan with commitments to managed execution. No management and accountability of vendors. Our neighbors pool done, looks great. Im teased by the block about the lack of work by our chosen vendor. We understand delays this year, but delays every step of the way with this lack of accountability/execution is unacceptable.To resolve this complaint, we would like an aggressive project plan and execution to completion on agreed upon schedule which we will review with our lender.

  

  Business Response

  Date: 10/20/2022

  We love the Staren Family.  They, along with many others have suffered through a very difficult building season.  Catastrophic concrete shortages and the continued lack of Licensed insured subcontractors, has made everything harder to do. Here at Premier pools, we will not hire unqualified, unlicensed subs.  We are nearing the finish line with this job and are excited for the Staren's to enjoy this pool for many years to come!!!