Complaints

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I purchased a pool from Premier. Having more problems with this company than I have room to type here I will skip straight to the issue at hand. We purchased an autocover for 12k. The autocover we were informed came with a warranty. We were informed that if anything ever went wrong with the cover to call them and they would help take care of it. It is my understanding from the reading of the warranty paperwork, that I had to pull from online as it was never provided to us by Premier, the warranty needs to be claimed by the installer who was Premier. We called the companies main number 3 months ago and got no call back. I then reached out two months ago to the owner Nathan Whiteman. He responded and said we would talk. Then he never would call. If I cannot get this dispute resolved to my satisfaction here I will file an action in court for breach of contract.

  

  Business response

  07/17/2024

  Premier Pools & Spas - Illinois has been in communication with the customer.  A technician is scheduled to go to the customer's residence and review the hole on the swimming pool cover to determine the next action that will be required for the cover's repair.
  
  We realize, some things can be caused beyond our control, as mentioned in our contract agreement, such as weather, municipality regulations, customer financing, added work change orders, manufacturer delays and schedule changes but we always try to be reasonable, transparent and fair with all of our customers.

  Customer response

  07/17/2024

   I am rejecting this response because:
  
  I do agree and appreciate that Premiere pool on spas came out to the house after we filed our complaint with the BBB. However this was three months from the time that we had initially reached out directly to the business.

  They patched the hole and told us to wait a week to open the pool cover again. So I cannot accept or reject their response at this time as to whether or not this fixed the problem or not as it takes time to see if the leaking from the autocover still is occurimg.

  Further, it also does not address the issue as to if there is a warranty on the cover or not. This pool cover cost 12,000 and it now has a patch after only three years. I need to know if the warranty that we were told we have on the cover entitles us to a replacement cover instead of just the bandaid we have now finally received. We never have received a copy of the exact warranty from Premier as we should have received three years ago. They just told us to call them of we had a problem. We did and here we are.

  
  

  

  Business response

  07/26/2024

  Please see the email response Premier Pools & Spas sent to ****** ****** today (7/26/24) with warranty attached to the email, that was requested by the homeowner, ****** ******. I also noted a response, it was short because I am not sure which details should be displayed from the email, could you please help with that?  Appreciate it, thank you!

  

  Business response

  07/26/2024

  Premier Pools & Spas, owner, sent a formal response direct email to the homeowner regarding the pool cover concern today 7/26/24:

  "On July 16, 2024 Premier Pools provided a service call to inspect the hole in your cover. The technician patched

  the hole and also inspected the cover, parts, cover lid, brackets and underground components in an attempt to
  determine the possible cause of the damage. It was determined that the damage was not caused by the cover
  system and that the most likely cause would have been something being rolled up on the cover when closing. No
  one on site seems to recall any such event, so we are hypothesizing this scenario as it is actually very common
  with these types of covers. The tech did note a child safety vest floating in the pool at the time of the service call.
  In summary, we do not believe this to be a manufacturer defect.

  
  We did not charge you for the service call or repair.

  
  Many items, including but not limited to, sticks, pool toys, float devices, and nearly anything else can cause such
  a tear in the fabric when rolled into the cover. The section titled "Fabric Care & Maintenance" on page two of
  the attachment outlines these items as well.

  
  Paragraph two of page one outlines the pro-rated warranty of the cover, but these terms are only applicable if
  there is a manufacturer defect.

  
  The patch on the cover should take care of the issue, mainly water seeping through the whole and pooling on
  the cover. If you wish to purchase a new fabric, we can quote one for you. They are a few thousand dollars, plus
  labor, and would need to be quoted to your specific pool.

  
  You can find the manufacturer warranty at this link. I have also attached the PDF. You cover was installed in
  September of 2021.

  ************************************************  *

  (Premier Pools & Spas owner's name signature line...)

  Customer response

  07/29/2024

   I am rejecting this response because:  The problem is not fixed.  Water still comes through the hole in the cover.  I also do not accept the "hypothesis" of the pool company that this is a wear issue and not a manufacturers defect.  If they come back and fix the issue of the water still coming through the cover then the issue as to manufacters defect vs wear and tear will be moot.
  
  
  

  

  Business response

  08/09/2024

  In response to the complaint.  We have since been back twice to rectify the situation.

  
  In addition to the previous repairs On 16Jul2024 Jarrad applied an under patch and on 02Aug2024 we arrived to inspect the repair for leaks.  Since it had rained earlier that morning, the entire cover was wet and I was unable to determine if it was still leaking.  I did dry and clean the area in question and applied a top patch. Pictures of the repair were uploaded to our Company Cam.

  
  We are doing this in order to satisfy the customer.  We feel like we are doing everything that we can to make them happy.
  
  
  Respectfully,

  Premier Pools & Spas 

  Customer response

  08/12/2024

  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.  I would not necessarily agree that they have done everything they can to satisfy our complaint but I would agree that the patch that has been applied has stopped the water from seeping on to the top of the cover.  I also agree that the patch seems to have stopped the tear in the cover from getting larger.  The individual who came to our house was nice and did indicate that he would contact the manufacter if necessary.  That does not seem necessary at this point unless we have future problems.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Premier Pool out of Lincoln, IL installed a pool and an AOP Ozone and UV Filter for us that was completed in November 2021. The pool was installed and closed approximately one week later in Nov. 2021. The pool was opened in April 2022 and less than one month from opening, the AOP Ozone and UV Filter did not work. We called Premier as the AOP was under warranty. Premier sent guys out to try and fix the AOP, but determined that it had a manufacturer defect. After much back and forth, ****, the owner of Premier Pool indicated that the manufacturer would be replacing the AOP as there had been a batch of faulty filters installed and we were not the only customers with this issue. The entire 2022 summer we went without the AOP Ozone and UV filter. It was replaced at the end of 2022 right before we had the pool closed. Upon opening the pool in April 2023, the AOP was turned on and immediately was not working again. We have had a functioning filter for maybe 1 month since it was installed in Nov. 2021 Technically, we are still within the manufacturer warranty period. We have tried calling Premier Pool or contacts that work for Premier more than 7 times to get the AOP either replaced AGAIN or removed and a refund and have had no luck getting a response. We have been extremely patient because we were told this was a manufacturer issue. At this point, we want the faulty product removed and a refund. It has essentially never worked since installation and we are unable to get a response from the company to discuss options to remedy the situation.

  Customer response

  05/24/2023

  The business sent a refund.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We entered an agreement to have an inground pool installed around June 2022. We were assured we would be swimming by end of year 2022. All in price was around $120,000 once we include load fees as well as electrical and gas and everything else. The project was a complete mess, its April 2023 and the pool is still not done. We have the wrong colored pool cover. The company made no attempt to not make a a complete mess of everything. As an example we were told it would remove the back yard sprinkler system but everything else would be ok. They destroyed the sprinkler system so bad that the entire system must now be re ran. In addition they knowingly cut power lines to the back or the property and now the electrician wants $3K to rerun a new wire. The owner is unwilling to pay for any of the damage that was caused due to his peoples sloppiness in every aspect of this install. In addition when they poured the concrete they bought from 2 suppliers and the concrete does not even match.

  

  Business response

  06/23/2023

  Premier Pools & Spas - Illinois has been progressively working with the homeowners, **** & ****** ******, to resolve their concerns with their pool project.
  
      This swimming pool project has been completed with what the homeowners hired Premier Pools & Spas - Illinois to do per contract agreement.
  
      Pool Cover Color - We offered a replacement color option but the homeowners finally came to an agreement to keep the cover as it is - this matter has been resolved.
  
      Electric & Gas-line - these installations are excluded on our contract with the homeowners.  However, we have resolved this with the homeowner, explaining it by looking at the contract again, this matter has been resolved.
  
      Power line was re-run with new wires in the back of the home down to the boat dock, this matter has been resolved.
  
      Concrete - the same supplier that poured initial concrete order, came again to pour additional concrete order.  When the homeowner reviewed both concrete orders, side by side they looked different.  This is because the concrete had not completely dried / cured.  Concrete has since dried / cured and matches perfectly and this matter has been resolved.
  
  
  Some things can be delayed beyond our control, as mentioned in our contract agreement, such as weather, municipality regulations, customer financing, added work change orders, manufacturer delays and schedule changes but we always try to be reasonable, transparent and fair with all of our clients.    
  

*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. ↩