Business ProfileforPremier Pools and Spas Ft. Myers, FL

I give Premier 0 stars. They are the most unprofessional, unorganized, and inexperienced company.We were consistently deceived and disappointed. We were told it would be complete in 2-4 months. It took over a year. We were told our fiberglass shell would be delivered one day, and it never got delivered. Premier refused to answer until a few days later. They said it would be delivered the next week. This went on for SIX months. The permit expired multiple times. Premier dug a hole in our backyard NINE FEET off. The hole did not align with our back porch, nor did it align with the plans submitted to the permitting office. Premier said there was nothing they could do about it. The shell that was delivered was cracked. When the new shell was delivered, they were to use a crane. Instead, they used an excavator and a tree was in the way. They removed it, and put it directly on our plumbing line, which resulted in our main sewer line breaking and causing sewage to back up into our house. We have one bathroom. The excavator crushed our curbing, some driveway pavers, and our entire sprinkler line which is no longer usable. They finally did pay for the crushed plumbing line. They refused to take responsibility for any other damage. They made decisions on pavers and cement without giving us options. We were responsible for cleaning the tiles inside the pool which were covered in grout and cement. The electrical company was at our house a total of EIGHT times because they didnt complete the work correctly. Premier poured footers and charged us for them even tho we had agreed to a baby gate. The only way we got any answers was to do research on our own, call/email Premier every couple weeks for updates, and by calling the ***************** ourselves. If you want a company that lies, doesnt care about their customers, and if you enjoy having to pay for damaged to your home, and then still not get the pool you paid for, then Premier is for you.

We apologize that Premier didn't meet or exceed your expectations.  This location had just opened and went through some difficult growing pains.  This was one the first jobs that this location performed.  We have taken corrective action and released the people that handled this project from employment with us.  We appreciate you taking the time to review us and will take all of your comments to heart to better serve the homeowners going forward. 

As to the damage to curbs, pavers and sprinklers, in your contract it states that these things may get damaged with the heavy equipment used to build the pool and the homeowners is responsible for these repairs, if needed.  Premier refunded you $5,000 to cover your cost for the repairs to your sewer line.  I feel that this was an equitable refund to cover your cost.

If you would like to discuss your pool further, please feel free to contact me at my email address.

 

Hello, thank you for your response. I mentioned in my review that we were reimbursed for the damage Premier caused to our sewer line. However, this was reimbursement for damage that was solely the responsibility of Premier since Premier supposedly contacted 311 and shouldve known where the lines were, not to mention there were flags where the lines were, and it was after multiple complaints before we received reimbursement. As far as emailing you, I would reach out via email but I do not know who to even speak with at this point. I tried to fill out the online survey and I received an email telling me to contact peoples names I have never heard of, but there was no contact information. I tried to reply to the email and got the following error Your message to ******************* has been blocked. See technical details below for more information. I am submitting this to BBB so that no other potential customers have to deal with the lack of professionalism, lack of accountability and absolute lack of honesty and communication. For the amount we spent for the pool, even with the $5000 reimbursement for the sewer line, it is unfathomable that we didnt get to choose the pavers, that Premier ignored the directions to not install footers, and that my husband and I had to repeatedly call off work to be home for appointments that never occurred, and to oversee all aspects since Premier could not be trusted to even dig a hole in the right spot. You may have released the employees, but its obvious that the lack of accountability is still a core value of Premier.

Hello, thank you for your response. I mentioned in my review that we were reimbursed for the damage Premier caused to our sewer line. However, this was reimbursement for damage that was solely the responsibility of Premier since Premier supposedly contacted 311 and shouldve known where the lines were, not to mention there were flags where the lines were, and it was after multiple complaints before we received reimbursement. As far as emailing you, I would reach out via email but I do not know who to even speak with at this point. I tried to fill out the online survey and I received an email telling me to contact peoples names I have never heard of, but there was no contact information. I tried to reply to the email and got the following error Your message to ******************* has been blocked. See technical details below for more information. I am submitting this to BBB so that no other potential customers have to deal with the lack of professionalism, lack of accountability and absolute lack of honesty and communication. For the amount we spent for the pool, even with the $5000 reimbursement for the sewer line, it is unfathomable that we didnt get to choose the pavers, that Premier ignored the directions to not install footers, and that my husband and I had to repeatedly call off work to be home for appointments that never occurred, and to oversee all aspects since Premier could not be trusted to even dig a hole in the right spot. You may have released the employees, but its obvious that the lack of accountability is still a core value of Premier.

Again, my apologies for the actions of the previous management.  They did not uphold our companies values and that is why they are no longer at Premier.  I understand your frustration with this entire process.  Our company grew from one location to over 172 locations over ***************************** ******* by building a quality product, providing good value and good customer service.  We build over ***** custom pools per year and have a 1% complaint ratio nationwide.  We aim for 0%, but never the less we are the highest rated national pool builder in quality customer service and overall.  If you would like to speak further, please email me directly at *****************