Premier Pools & Spas Reviews

The lack of quality control was also disappointing. After the pebble installation, I noticed a chipped tile, and after the equipment was installed, the gauge screen on the filter was cracked—neither of which was acknowledged or fixed. Their failure to remove a disconnected gas pipe that still sticks out today, their neglect in painting the gas pipe, and their addition of a 2x2 step that was never supposed to be there (only added because they changed the initial design) are just more examples of their carelessness and disregard for detail. I also expected to receive the "UNCONDITIONAL WAIVER AND RELEASE ON PROGRESS PAYMENT" after making my final payment, but I never did.

No one ever reached out to me to resolve the problems with materials, quality control, or final paperwork. During the construction process, I had to take matters into my own hands, and only then were some of the issues addressed—but not without difficulty. If their response to this review suggests otherwise, I’m happy to provide all documentation, including emails and written correspondence, to back up my claims.

Given my experience, I was shocked by the number of five-star reviews this contractor has received. If I had the option to give zero stars, I would without hesitation. If you’re considering working with them, I strongly recommend you look elsewhere or, at the very least, have a clear, legally binding contract that protects you. The only reason the pool was even completed was that they relied on subcontractors, whose expertise kept the project moving forward. Without them, I doubt this contractor could have delivered anything at all.

In the end, you’ll find yourself staring at a pool that cost well over $100,000, not with joy, but with frustration—questioning whether it was truly worth the price, or if every flaw is a lingering reminder of an exhausting process that cost you far more than just money. And I can't help but wonder: Can you ever truly relax in its waters, knowing they reflect not just the sky above, but the stress, frustration, and disappointment that went into bringing them to life?

I just tried calling the solar company their estimator recommended (again, since they don't do solar). Apparently, that company only services solar heaters that they have installed themselves. Shouldn't the Premier guy have known that?? Strike 3. I just tried calling Premier to let a manager know what happened, but was put into voicemail. When I called back and asked again to speak with a person, and not leave a message, the same guy just directed me back to the voicemail. Since I don't plan to use them (ever), my time is more valuable than that. So, here I am warning others to stay away. Steer clear! They don't know what they're doing and clearly tried to price gouge us.

We immediately brought this to the attention of Premier, they sent out the foreman (who has been extremely unhelpful) Who proceeded to tell us and the concrete contractor that it is not his problem. We contacted his boss who finally came to the site and came up with an easy out for them, a short bond beam addition. After speaking with two other Concrete We contacted his boss who finally came to the site and came up with an easy out for them, a short bond beam addition. After speaking with two other Concrete companies, they all told us there would still be problems. Originally the company told us they could not raise the pavers around the pool and with that we would have to take out our existing patio, which would add another $20,000 to the job. We proposed that Premier pay for this at their expense since this was their mistake, and miraculously, now they can raise the pavers.

Unfortunately our original concrete company will no longer work with us and the concrete company that premier have been consulting with is $10,000 more than our company, they want us to pay for the additional cost which on top of the $20,000 concrete we have to pay for. This does not seem right. This has been time of the most stressful times and my family is suffering because of it. I have had so many tears and anxiety over this experience. I would like to ask Premier Pools how many couples get divorced after they are done dealing with their company. I just want it done right and for them to own up to it. I haven’t even mentioned the other couple mistakes such as a custom bond beam top that was some wrong, glue swapping out of our stacked stone, and sagging stacked stone!

Well, today, 10 years later, we continue to experience significant flooding in our backyard, up to our back door, several times a year during heavy rainfall. This despite our installation of a guttering system with the drainage of the downspouts directed to the front sidewalk area by two buried French drains as well as a system of three French drains in the back yard, with two catch basins with pumps to also take the water from our backyard to the street. The situation is extremely frustrating and the attempts to mitigate the problem have been expensive.

Today (6/1/2024) we received an especially heavy downpour and all the drains and pumps were overwhelmed. Water covered the patio and breezeway, up to the back door. This pool installation is truly the gift that keeps on giving. And it was very unprofessional of the builder to quit returning calls soon after the installation, when the problem first revealed itself during hard rains. We recognized that he did not intend to remedy the problem and elected to pursue remedies on our own. We did not feel that legal action was appropriate.

Our paver pool deck caved in several feet deep at the edge of the pool just a few months after the warranty expired. We are not happy. When we contacted them about it, they didn't want anything to do with it. You can see the sides of the gunite pool, the rebar and piping through the gaping hole. Not only did they refuse to fix it, but when I reported it to the BBB, they lied like crazy. They said things like "we tried to see the problem, but couldn't get in the back yard", "we have tried to meet with them but they are never available". They put all the blame on us! Fortunately all our communication was by text, and I saved every single one. When I produced those, it proved what liars they are. They had no intention of repairing the damage caused by their poor workmanship. There is no such word as "customer service or integrity" in their vocabulary.

For full disclosure....they did finally offer to make the repairs at their cost....but we would have had to pay for it! No thank you! You didn't get it right the first time so why would I PAY you for poor workmanship a second time! If you want quality workmanship, integrity in the company and finished product, and good customer service, run away from Premier Pools as fast as you can! There are plenty of reputable pool companies in this area. Do your homework before paying thousands of dollars. You want to be sure what you get is what you paid for. We certainly didn't.

Then he lied about electrical inspection saying he couldn’t get anyone to do the inspection because the procedure with our state had changed. Lied again. I know the state inspector personally and he had not been contacted. I also called our local electric company and no inspection had been requested for my reaidence at the local or state level. Another lie used as excuse. Pool was installed unlevel and was obvious immediately. When he finally met with us on July 19, 2023 he stated he was going to “fudge” the concrete coping to trick the eye and that the diving board would break it up and no one would be able to tell it wasn’t level. Well my answer to that was...”I will notice it every time I look at my pool and I don’t care about what others see because this pool is for me.”

At that date and time, our pool was a black disgusting pond in my backyard that was not only a safety hazard but a sanitation hazard, as well. No one deserves what we have in our backyard. The contract and the owner of company and his side kick stated that there would be an alarm and camera installed immediately so we could watch from work and an alarm in case anything fell in the water during the build. Another lie!!! Contract also stated an orange safety fence would be put up the very first work day and the fence must remain until the project was completed. Another big fat lie! Never saw any kind of fencing. Both our family dog and cat have lost their lives due to the environmentally unsafe “pond” in our backyard, not to mention the mosquito breeding backyard Pinnacle created for us. Today is February 20, 2024 and we still only have a shell in the ground and a pump not hooked up.

We have paid this company over $60k of progress payments but refused to pay anymore due to non-progress. I don’t feel like we should make another payment when I know for a fact I haven’t gotten my first $60k worth. The owner says he can’t pour our concrete without a $21k payment. We hired a lawyer and tried to hash this out before it got too ugly but he had a lie for every statement that we communicated with our lawyer and as the contract states arbitration is next step. Actually, I don’t think this company has a clue about building a pool from start to finish, therefore no arbitration because we don’t trust this man to complete our pool or to even know how to complete a project. My first $60k was for all permits, inspections, the fiberglass shell, installation, pump, diving board, ladder and hand rail, robotic cleaner, all equipment, two chairs, a top of the line cover, etc. We have the fiberglass shell and pump and nothing else.

Also, he tried to lie and tell us he couldn’t set our pool because the vendor where he buys his rock said they didn’t have any rock so he couldn’t start the dig. My husband hooked him up with a local company who sold and delivered two loads of rock and all of the rock is still setting in my driveway. The kicker is we paid him but he didn’t pay for the rock. Told the owner he forgot his checkbook but he would return the following day and bring him a check. Did not happen nor did he ever pay for the rock. We had to pay for the rock to the pool builder and then we also paid the supplier because we were so embarrassed and the pool company avoided all of his calls and texts but finally told him he wasn’t paying for it and planned to return the rock but we wouldn’t let him on our property. Lied again.

The signed contract also stated that during the installation all garbage and trash will be cleaned up daily and discarded properly. Another lie. All of their trash is still in my backyard and I have left it there for proof in case I need to show it for evidence. The contract says the state of Illinois throughout but we live in the Tennessee so I think the contract is null and void anyway. Our lawyer told us that the contract was written in a manner to cover the business not protect us from anything.

We also have bought and paid for $20k of travertine pavers for the decking. The pallets were delivered in April to our driveway where they still are setting today. He “botrowed“ our sump pump from our garage to use and it is now buried in a tube by the pool with no hope of recovering it. He showed up the first day of the dig with a small piece of machinery because he said the rental company didn’t have what he needed. Now I ask you this. Should he not have a checklist of everything required prior to beginning a job and line up all necessary equipment, electricians, permits, concrete, etc so that when his company shows up to install a pool all ducks are in a row and things will run smoothly? He has.

We work very hard for our money and always have and I have wanted a swimming pool my entire life and my husband finally agreed because our first grandchild had been born and we thought it would be great for grandparents to have a pool for him to enjoy. This company was new and we were his 3rd pool customer. His 2nd customer found us and now a 3rd customer has contacted me and all 3 of us are in the same boat. Paid him a lot of money and have just a shell in the ground. We know of the first customer and it is my understanding that their pool is not completed either.

It bothers me that Premier Pools and Spas have those books with photos of “actual” pools and their franchises show these photos when they are trying to sell you a pool as if these are photos of pools this particular franchise has installed. Lies again. They are stock photos that all franchises use to help sell their product and act as if they are pools they installed. This has been a horrific experience and now we have had to pay another company to raise our pool to level it and finish the project. Yes this company is glad to sell us a robotic cleaner, a top-of-the-line cover, and pour the concrete four feet around before the pavers are to begin even though we paid for all of those things with our first two progress payments but nothing was delivered so we have to buy them again.

Strangely enough, I noticed to day that Pinnacle Pools and Spas North in Arlington, TN CHANGED their name to Premier Pools as of February 12 and his lawyer is no longer employed by the firm she was working for. In the state of TN, a consumer has the right to file criminal charges against a contractor who commits theft or fraudulent business practices and I will be visiting our local sheriffs dept tomorrow to discuss the proper procedures to go forward with hopefully stopping him from taking anyone else’s money and not delivering. I cannot get any help from Latham or Premier and am so frustrated I could scream. I don’t wish this nightmare on anyone. We have hired a new pool company that Latham Pools recommended for another $30k.

CEO

Let me finish by saying the owner of this particular franchise has no heart and does not care about his customers and I’m not sure he knows how to install completely from start to finish therefore he lies to cover up lies and I think along with his other customers who have paid him in excess of $200k plus and have nothing to show for it will be pursuing the filing of criminal charges for theft and fraudulent business practices. Paul Porter, CEO, should be more aware of these business practices and should just check out all of the horror stories from businesses all over the US who are taking money from customers and not delivering. He needs to get his company under control because no one deserves to be treated the way we have been treated for the past year.