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:11/12/2024

  Type:Product 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.

  We built a pool in 2021. We spent a lot of money with Premier. This pool was my wife's dream. We stayed optimistic through pump failures (even though the first defective pump is in our backyard and we cant get Premier to pick it up) and coping issues. Generally Premier was responsive.Our pool has ASR pool cancer defective concrete. It will have to be drained and demo'd. There is no other solution for this defective concrete. Where is Premier Pools lifetime warranty now? They deny responsibility and instead they blame the concrete company. Premier Pool sat in my house and told me they are better than everyone else because they don't use contractors. This is the worst purchasing experience of my experience. My wife is inconsolable and my kids are confused and disappointed, even embarrassed. I can't look in my backyard with out feeling angry and digusted.This has affected hundreds of consumers. Not one single entity has protected many consumers through this process.Meanwhile Premier continues to make pools and money.

  Business Response

  Date: 12/09/2024

  *** is an issue for many companies in the Austin area. We have filed insurance claims for this homeowner and are currently working with lawyers to see what legally can be done. We have been updating homeowners of this progress and understand it is frustrating. We ask that as we work out the insurance and legalities of the situation that homeowners be patient with us. It has not been a fast process, but we are working on it.

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair 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.

  I have been dealing with PPAS for over a year now to try to get resolution for the faulty workmanship and ASR. Built in 2021, reported cracks July 2023. They have bounced me from one insurance to another. Do not trust their "lifetime warranty". The pool is not only affecting my home foundation, but it is now a safety hazard to anyone in or NEAR it. I had a neighbor slip on the loose coping earlier this month. I have been stating the coping hazard to premier for more than 6months with no response other than filing another claim with a different insurer (still under investigation for coverage).If my children or anyone else gets injured due to the lack of responsibility by PPAS there will be bigger issues than ASR. I request that PPAS resolve the issue by removing and replacing the pool or removing the pool and returning the yard to the state it was prior to their work.

  Business Response

  Date: 09/03/2024

  We are sorry that the *** issue is happening to so many pool builders in the Austin area. We have tried to navigating this issue the best we can for all our customers. We are currently waiting on insurance. We have given the homeowner the claim # and adjuster's information for that claim. We are following legal and insurance policies and hope we receive an outcome soon. We have also asked the shotcrete company that supplied the faulty concrete to make a claim as well. We suggest that all homeowners that feel their pool has become an area that is not safe to drain the pool of water. We could also suggest putting up a temporary fence around the pool if that is needed while they wait for insurance. We know this is not an easy process for the thousands of homeowners with this issue in the Austin area and we hope that we can get answers from insurance and the shotcrete company soon.   

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair 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.

  We had our pool finished in late October 2021. In April 2024, we have noticed cracks in our spa and tiles coming off on our spa. We contacted Premier Pools and was contacted back by ********************* and *****************************. They did send someone out from Premier Pools to look at our spa and a few days later, we were informed by email the company they contracted out to pour the concrete in our pool that was used was faulty. We were told they would contact the company to come out and look at it which has never happened. We have called and emailed ****** and ******* multiple times with no answer back. The last email we received was on May 22, 2024 from ********************* letting us know ******* would be reaching out to us which she has not. Our pool is not even three years old so we should not have to come out financially to fix this problem so we can enjoy our spa. It should fall on Premier Pools since they contracted out the company or the company itself for using the faulty concrete. Also, the light in our spa is not working and one of the two lights in our pool are not working as well which we have told them about in email as well.

  Business Response

  Date: 07/02/2024

  We are sorry that the customer is experiencing the effects of the *** concrete issues that have plagued the Austin area. We have updated the customer last week on plans moving forward. We will be making an insurance claim. We will keep the customer updated as we go through this process. Unfortunately, one of the employees mentioned no longer works here so we will pass the light information along to the newest person handling light issues. 

• Initial Complaint

  Date:05/27/2024

  Type:Product 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 Spa built a pool in summer of 2022. While still under their warranty, the pool is falling a part. They have admitted to faulty instillation through filed insurance documents. Premier Pools and Spa still refuses to repai / replace my pool. They also continue to lie through their advertising that their customer service is enduring even after the completion and that they have the best warranty in the business. Flat out a lie.

  Business Response

  Date: 05/28/2024

  We believe that this pool is having some Alkali Silica reaction that is common in the Austin area. We made an insurance claim for this and cracks. We have been contacted in April by the homeowners lawyer letting us know they now has representation. All communications need to go though the lawyers. If the homeowner would like a site visit from the gunite company we can arrange that through lawyers. We feel for the homeowners and business affected by this. We continue to help our customers navigate this the best we can. 

• Initial Complaint

  Date:04/27/2024

  Type:Service or Repair 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.

  I purchased to build my pool for $180,000.00 cash. Now that it is cracking in multiple areas to include the foundation, interior major cracks, leaking water and pool coming apart in one big section they are blaming everything on their vendors not taking ownership. I paid premier pools, not their vendors directly so they need to take ownership and repair the pool under warranty which it clearly is. Unfortunately **** the owner puts his head in the sand and is unable to get involved with his business and talk with his customers that made his paycheck. I have been unable to get resolve from my situation and this is my last resort before I head to court. I would like this resolved amicably and *****. Unfortunately, I believe this complaint will fall upon deaf ears much like all my other discussion with them.I have tons of documentation when this started but the website only allows a certain size of mb to upload.

  Business Response

  Date: 05/09/2024

  We are aware of the complaints and are currently working with the homeowner and the gunite company to assess the issues and see what can be done. We have been in contact with the homeowner via employees and our lawyer. We suspect the pool has ASR concrete issues and are waiting on the site visit from the gunite company. Our owner is very aware of the situation and has a team in place to help the homeowners with the process. Since this was a potential manufacturing or application error by the concrete company, we are waiting on their findings and will help the homeowner through the process. 

  Customer Answer

  Date: 05/09/2024

  Complaint: 21633916
  
  I am rejecting this response because there needs to be a written plan of action to honor their warranty. Currently there is no timeline and nothing in writing stating they will repair the pool. Once I have a written response to cover the damage to the pool within a certain timeframe only then will there be resolve.
  
  Regards,
  
  *********************

  Business Response

  Date: 05/28/2024

  We have let the gunite company know that they need to do a site visit and we are awaiting their report and repairs they are willing make. We then can help walk the customer through the repairs and or insurance claim. 

  Customer Answer

  Date: 05/28/2024

  Complaint: 21633916
  
  I am rejecting this response because: the timeline given by PPAS ATX has expired. The concrete company has not contacted me within the timeframe and currently we are multiple weeks past the timeframe.
  

  We  have asked for PPAS ATX insurance multiple times with no success. PPAS ATX continues to dodge our requests.

  I wrote PPAS ATX the check for my pool and therefore need PPAS ATX insurance information . PPAS ATX can mitigate the concrete company BIG DOG as PPAS-ATX franchise owner sold our family into purchasing their pool by telling us they have their own construction company. This deceptive trade practice by PPAS-ATX has now cost our family over $181,000.00 not including demolition and landscaping that will have to be redone. 

  
  Regards,
  
  *********************

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair 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.

  I had a pool built and it started falling apart immediately. Now less than 2 years later it leaks so much water from various places that it requires refilling hundreds of gallons a day. The internal pipes leak and it is cracked and settling is observed. Premier pools has failed to back their work. We cant even reach the owner by certified mail. Total rip off. Now I have to bear the expense of having the pool removed

  Business Response

  Date: 01/29/2024

  We have heard from the homeowner when they reported the cracking. The cracking seems to present itself as ASR. Which is a common concrete problem in Austin area.  We sent it off to our insurance company and have been giving updates as we receive information. We have never received a certified letter to our knowledge. We have moved office locations last year. It may have been sent to our old address. We can provide the customer with our new address if they wish. We have received a denial from our insurance for coverage and have sent sought out the gunite company that was responsible for the gunite used and applied. We have requested their company to not only look at their pool, but give us proper insurance information to make a claim. We believe the gunite used was faulty and we hold them responsible. We are waiting on the unite company to respond to our lawyer. We will update the homeowner with all progress as usual. 

  Customer Answer

  Date: 01/30/2024

  Complaint: 21159003
  
  I am rejecting this response because:
  I didnt contract with their gunite contractor or their insurance carrier. Premier Pools is responsible for making sure proper materials are used during construction. Also, premier pools is responsible for carrying proper insurance coverage and for providing a forwarding address to the postal service.
  Regards,
  
  ***********************

  Business Response

  Date: 02/20/2024

  We ave updated the homeowner with address and have received a demand letter from their attorney on January 30, ****. We have been told the following by their counsel:"any and all future communication with homeowner must be conducted through this law firm". We will be communicating about the warranty and concrete issue to their lawyer as asked. We are going through the ************ and insurance channels to try to resolve the issue. 

• Initial Complaint

  Date:10/19/2023

  Type:Order 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.

  Some of the many issues during our construction:They lied about the city permit requiring us to locate equipment in a location we refused, I have proof from the city that they never required this. I believe they mislead to reduce their costs, bait/switch from my signing of a contract with them under the impression they could locate equipment where I wanted and change it after. They charged us for an attic run that they never did, they never fixed the contract amount on it, and offered no concession to me when called out for this lie They measured incorrectly and the deck built is the wrong size, we were charged for more decking that was not built - no contract adjustment or refund was made The project manager originally assigned repeatedly lied, never showed up, never did any management of our project, mishandled many things to where we have major mistakes on our project. He was fired, the company assigned a new project manager who seems to have very little experience and is still not helpful Salesman has disappeared completely I feel that we have paid for this company to construct this project and we have received zero project management at all. I feel the price we have paid should be adjusted to reflect this, as I have spent inordinate amounts of time trying to get them in order to complete their project and fix things.The kitchen they built for us has very poor craftsmanship. There are tiled areas on our pool that are cracked. There is coping stone that is already cracking. The contractor laid down fill dirt before anything was finished because the project manager did not know what he was doing at all. This mistake has caused my yard to be a complete disaster as they continue to waste time and drag their feet in completing the project. They have left garbage all over. Repeated missed appointments and no communication *********** has no interest in helping, we paid in full long ago and they have been nothing but trouble in getting anything done

  Business Response

  Date: 10/26/2023

  We are sorry for the inconvenience and frustration you have felt. We have looked in to all these allegations and have found the following:
  We understand that there was a difference of opinion about where the pool equipment should go. We have the document showing the homeowner signed off on the equipment move (see attached). This happened at layout, after we were told not to build on a PUE (public ulitlity easement). On the survey that we got.  It says "no contruction will encroach the ******** We were staying with in the ************** guidelines (see attached survey)
  If you take a look at the contract, you will see that in section 5 the electrical main says 60 ft. This can be done by an attic run or strapping it. The original project manager initially wanted to do an attic run but decided to strap it along the fence. There was no additional charge made on the contract (see attached).
  We did find that the deck was short and we made an Addendum (attached) that shows that we reimbursed the owner for the Pergola due to the deck being wrong. That check was given to homeowner and has been cashed by homeowner. 
  We sent out our Project Manager to look at the coping and he saw no cracked coping. He made the visit after this BBB complaint was made (pictures attached).
  We did notice a crack in the split face and we have scheduled our ***** to go out and replace it. We will let the homeowner know when he will be out there. 
  We have had our crew out to work the outdoor kitchen and they are scheduled to complete that next week along with an additional clean up. 
  
  This is an open job but we are very close to having everything completed. We have fired the original Project Manager and have tried to complete this pool with a new Project manager. We believe we have done what we were contracted to do and will not be giving another reimbursement or billing adjustment. 

• Initial Complaint

  Date:10/03/2023

  Type:Service or Repair 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.

  The Pool coping during installation had issues where it was a natural stone that had metal flakes in it that would rust. They replaced 3 of the stones. We were told that if any of the stones had any more rust during the warranty period they would replace it. I filed a warranty claim on July 31st which was inside the warranty period, they did not come out until Sept 21st to look at the issues. They acknowled that 2 of the stones out of the 8 I had showed them were bad and would need to replaced vs trying to sand them like that had tried in the past. They also said they didn't want to replace the stone because of issues that might happen when the replace the stone, or that the stone wouldnt' match. The last time they replaced the stone for rust they broke some of the pool tile and had to drain the pool enough to replace the time. My outlook is that it is not my issue if they break something during the installation it is there job to honor the warranty for the stone.

  Business Response

  Date: 10/10/2023

  We have been in contact with the homeowner and are scheduling the repairs. We are sorry for any warranty confusion and are looking forward to helping with the repairs. 

  Customer Answer

  Date: 10/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************

  Customer Answer

  Date: 12/07/2023

  Complaint: 20690131
  
  I am rejecting this response because:

  I have enclosed 4 pdf pics, and tried to capture the difference. Sometimes it's hard depending on the light. The two biggest issues is the difference in color, and the new stone is smooth like a kitchen countertop, and the original stone has a lot of texture, and is rough to the touch. 
  
  Regards,
  
  *******************

  Business Response

  Date: 12/21/2023

  We have replaced the stone as requested by the customer under warranty. We let them know before we replaced the stone that we would replace it with the same stone but it may look a bit different considering it is natural stone. The original stone has been through different weather elements and even a freeze. Over time the smooth stone will become less smooth. The new coping pieces we put on are of the same stone but are new, therefore they are still smooth. eventually the stone will match better when it has been through the elements. We added a picture of the original stone. You will see it is smoother than now, showing that the new stone will change over time as well. We feel we have done everything under warranty that was asked of us. 

  Customer Answer

  Date: 01/05/2024

  Complaint: 20690131
  
  I am rejecting this response because:

  I would like to respond to the message they left. First the picture they provided is impossible to see the texture of the coping. I have provided more pictures dating August 16 2022 which was before the pool was finished that shows that the original coping has the exact same texture and has not changed over time. There is no way the stone that they replaced is the same or is ever going to ever look like what was originally installed. I can also provide the original photos to confirm the dates. They have also never came out to replace the mastic which is something they said they would do that is the material that goes between the coping and the patio. In their defense they may be waiting to see how this turns out. 

  
  Regards,
  
  *******************

  Business Response

  Date: 01/22/2024

  We have done all that was required for warranty. We have replaced the mastic and the coping. We stand firm on our last response about the coping. Due to the stone being a natural stone, we let the homeowner know that it would not look identical and that it would become less smooth over time and match better. The same stone type was installed and we can not change natural stone. If there is anything else that falls under warranty, we would be happy to address it. 

  Customer Answer

  Date: 01/22/2024

  Complaint: 20690131
  
  I am rejecting this response because: It is not the same stone, I have shown that it does not match in color, or texture compared to the orginal stone. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:07/20/2023

  Type:Product 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.

  Contract what dated for March 7 and signed , stated that full refund will be given -if cancelation is do e in 3 months, i also have text from agent that i asked for refund Fees,although nothing was ever done , I contacted my agent may ********************************************************************************************** back. The owe me $2500.00, they also lied about filing for permits with universal city, they never did.

  Business Response

  Date: 07/31/2023

  We are sorry about the frustration. We stand by our refund policy. In the contract signed by the homeowner it states (Down payment of $2,500 is refundable within 90 days, less fees for *************, and engineering). We have attached our breakdown of costs and refund amount. The contract was signed 3/7/23 and we issued a refund check on 7/21/23. 

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair 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.

  I ah e been trying to get a hold of their warranty department and cant get anyone to call me back. I am having an issue with my pool lights and when I called someone to come and look at it they said it would cost me quite a bit due to them putting plaster all over the light housing and that they would have to do extra work to replace the light. The pool is only 5 years old . Also they closed their office in ****** or changed names to Pinnacle pool . All I am asking for is someone to call me and get this resolved .

  Business Response

  Date: 07/10/2023

  We are sorry to hear about your light issue. Unfortunately, we did not build your pool. We own the ******, ** Franchise. It sounds like your pool was built 5 years ago by the ******, ** Franchise which is now Pinnacle Pools and Spas. If you would like to call their office in hopes they can give you more info, here is the number **************. If you want to call ************** and check on your warranty you can. The phone number is **************. Due to the fact that we did not build your pool means we don't have access to your file to give you any more information. We wish you the best of luck.