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:01/15/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  There are two issues/complaints. The first concerns a defect in my pool's plaster. We have full documentation reporting the issue. The pool company even sent out their plaster subcontractor to determine that it needed to be patched. Now, Premier Pool is stating that this may be billable and not covered under warranty. The second issue is regarding water loss in the newly installed pool. Shortly after signoff, I reported that our pool was losing water. I was told by Premier ( again, I have all the emails) that we should reach out to a pool service provider. Their pool was signed off on, and it was no longer their responsibility. I followed their direction and contacted a pool service provider who instructed me to get a leak test performed. I hired a company to perform the leak test. A leak was found, documented in writing and via video evidence. I submitted the invoice of $1,000 to Premier to reimburse me and requested they immediately remember the defect. They told me I had no authority to hire a leak detection company and charge them. They refused to reimburse me. They also hired their own leak company, which found the same leak. In the post-report, the company instructed that a permanent fix was to be performed. They even outline that the temporary remedy that Premiere performed should be followed with a permanent remedy. Premier told me that the remedy to the leak was sufficient. I am requesting that the defect in the plaster be addressed under warranty, that I be reimbursed the $1,000 for the leak detection service that Premier directed me to do, and that a permanent remedy to the leak be implemented.I have other email documentation, but it exceeds your size limit.

  Customer Answer

  Date: 02/05/2025

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Premier Pools & Spas regarding complaint ID ********.
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  Date:08/30/2024

  Type:Customer Service 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.

  We hired Premier Pools to build our pool, with construction beginning on June 16, 2021, and tile work completed on July 29, 2021. In the summer of 2024, we noticed that tiles on the vertical wall housing the sheer descents were falling off. When we contacted the company, we were informed that the issue was out of warranty. Despite being told that their tile specialist would reach out to us, this never happened. The company made no effort to inspect the problem or provide a resolution.We then contacted a third-party pool restoration service to assess the situation. Their evaluation revealed serious concernsentire tiles showed no signs of quickset concrete. We were advised that the entire tile wall needs to be redone, with an estimated cost of $4,000.In addition to the substandard tile work, we had to replace all three pool lights. Premier Pools was unable to address the issue, even though it was still under warranty, so we had to hire another company for the repairs. We also had to lift and re-sand the travertine decking, which was installed on a sand base instead of concrete. We were never given the option to have the decking installed correctly.We paid Premier Pools to complete a job that, at this point, was clearly not done properly. The company has refused to take any responsibility or attempt to rectify the issues. They should be held accountable for the work they perform and the subcontractors they hire. We are requesting reimbursement for the costs we will incur to have the work redone correctly. I will upload the Quote to repair once we get it.

  Business Response

  Date: 09/03/2024

  Unfortunately, the restoration company is not telling the truth, or they have no experience in this matter.  All split face stone tile is glued to a netting to hold the stone pieces together.  The netting and glue prevent the thin set from making direct contact to the actual stone.   Replacing all the stone would net the same results.  From time to time, you are better off just cutting out the netting behind the stone that fell off and applying a small amount of thin set and resetting the stone.  In 15 years, I have had 5 or 6 stones fall off my pool raised wall.  I purchased some tile adhesive from ********** and glued them back on.  They are still there to this day.   The most likely reason for the stone falling off is running the sheers during freezing weather.  Saturating the wall and then it freezing will expand the moisture behind the stone and force the tile to separate from the netting.  
  
  Jandy carries a 3-year warranty on all its equipment.  This is a manufacturing warranty, not a PPAS warranty.  There are 10 to 15 warranty stations on the Northshore alone.  Even though we do warranty work from time to time, the customer has many options that are available to them.   However, on 03/18/22, their pump stopped working and I immediately went out and replaced a faulty capacitor.  In addition, we did a warranty repair on the deck in September of 2022.  
  
  The option of installing concrete under travertine pavers is $5,000 for a 600 sq ft area.  In the 15 years of PPAS installing pavers, we have only had one request to install a paver product on concrete.   Travertine pavers are made 1 inch thick so it can be installed as a paver set.   That is using a limestone base for load and sand set for leveling.  It is then locked in with polymeric sand.  These pavers cost us about $8 to $10 a square foot.  But for a concrete set, there is no need for a paver that thick.  A regular travertine tile, which is about 3/8 inches thick runs about $3 to $4 a square foot.  However, when the concrete shrinks as it is drying over several months, it cracks, and the cracks will telegraph through the tile.   After two or three years, you have cracks running through your tile with no way to fix it.  Sand set travertine pavers will not crack and can be reset if any sinking occurs.  
  
  All aspects of the project were done to industry standards.  We have also honored our warranties.  
  

  Customer Answer

  Date: 09/16/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22219038, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Thank you for following up with us regarding our complaint. I understand the challenges posed by busy schedules and the recent weather conditions. Unfortunately, we have not yet had a representative from Premier Pools visit our home to assess the issue. As of now, we only have the evaluation and estimate from a third-party company, which indicated that the tile installation was substandard.
  
  
  Regards,
  
  
  ****** *******
  
  
  
   

  
  

• Initial Complaint

  Date:12/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  This company completed our pool, the plaster was not done correctly, they had us drain our pool 3/4 and do some chemical fix, that did NOT fix the problem, then we drained completely and they polished the pool, which made this worse, and caused leaks, we have now had to fill out pools 2x on their mistakes, and at our cost, then contacted multiple times to have this resolved and cannot get this resolved, and constantly having to refill our pool due a leak from the plaster. We asked to speak to owner, multiple times and get pushed off, and we would like a credit back for the times we had to fill out pool on their mistakes, and constantly having to fill with extremely high water bills due to THEIR mistake on a leak and not trying to fix this issue.

  Business Response

  Date: 12/27/2023

  The only issue listed on the final sign-off sheet is "High Calcium Hardness, drain and fill."  High calcium is caused by the nature of the start up process and brushing.   The pool is kept at a lower pH to allow for effective brushing to remove blemishes, streaking, and calcium leaching from the curing plaster.  All this dissolves into the water which raises the calcium level.  At the end of the process, the customer is instructed to drain the pool to remove the excess calcium for a range of 200 to 250 ppm.  The calcium was 500 ppm.  There is no other cost effective means to accomplish this task.  
  
  The ******** complained about the plaster being splotchy.  Even though the plaster is a hand allied product and is not meant to be perfect, we drained the pool to and sanded it to remove the majority of the splotchiness as we could.  The appearance improved dramatically. 
  
  After this process was completed, the ******** complained about a leak.  The sanding does not cause leaks.  A leak detection company was called to identify the leaks.  The repair has been scheduled.  

• Initial Complaint

  Date:03/22/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  Premier Pools and Spas of New Orleans installed a pool at my home less than 6 months ago. We had constant lack of communication unless they were picking up a check. We had a pump installed we did not need that they removed and capped that is still leaking. They have attempted to fix it on 3 occasions yet it still leaks. Our plaster job is awful. It’s wavy, has burnt spots, white dots all over, and even had trash imbedded in the plaster. We have made no less than 10 attempts to have Wesley the owner or the plaster company come look at it to no avail. We had another company come out today and acid wash it, remove trash, and polish a pool that was plastered less than four months ago. Mind you this is a $94,000 pool and I paid another $1200 for the acid wash. The new contractor said its a horrible job and recommends it be completely replastered costing $8400. We have called, emailed, and begged Wesley and his office personal to at least contact us and they wont. Zero contact and screening calls. We were also supposed to be given a warranty from the manufacturer and wasn’t. This is no way to conduct business and honestly this company should be shut down for its shady practices and ghosting of customers once they paid.

  Business Response

  Date: 03/22/2023

  We never had any communication with *** ***** during the construction process with the swimming pool. All communication was with *** *****.  At the time of pool school, ** ***** *as very annoyed to be there and really did not want to be bothered with the pool.  After the pool was signed off by *** *** *** *****, one of the punch list items was the fire bowl was out of level.  I accompanied one of my staff to level the fire bowl.  While there, I looked over the swimming pool and looked at the plaster.  Visibly and by the touch, the plaster looked like a plaster that had not been brushed consistently. The plaster was a little rough and streaky.  Brushing removes calcium build up.   During the month of March, *** ***** was complaining about the plaster appearance almost 3 months after the pool was signed off.  We asked him to send us a chemistry test from a pool store.  It appears he sent us his own self administered test.  Regardless, some of the readings were off the chart.  We recommend calcium hardness to be between 200 - 250 for quartz plaster.  His reading was 500. This is almost double what we recommend.  Any high pH reading and the plaster is coated in scale.  The plaster installation is in compliance with national standards.     

  Customer Answer

  Date: 03/23/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19632429, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  This response is a bold face lie. I was in constant communication with office staff via email and my husband in contact in the field as he is a contractor, (lie #1).

  I was never annoyed at pool school and in fact its on video as suggested by PPAS and was a very enlightening process since we like the instructor, (lie #2).

  We have complained about the plaster since day one, PPAS employer praised our brushing of the pool as we did it more than the daily count, (lie #3).

  I have security cameras showing he was not here examining the plaster and only one employee was here at the time the bowl was fixed, (lie #4)

  Anyone who knows anything about concrete knows it releases calcium and the PPAS employee himself said it takes a long time to regulate chemistry in a new pool, (lie #5)

  Our punch list also had an acid was recommended by a PPAS employee that I signed and was altered after I signed it, (lie #6)

  I see he did not address the pump they wrongly installed and removed that to this day is still leaking. I also see he did not address the no contact and they won’t answer our calls or emails. I also see he did not address his own employee said he (owner) need to see the horrible plaster job and bring out the plaster crew to see. I also see he did not address we hired another crew to see it and he said it was an awful job and needed to be completely redone, but I guess he can lie and get away with it as he already has a substantial amount of our money.
  
  
  
  Regards,
  
  
  
  ****** *****