Premier Pools and Spas

We also have a issue with the pool overflow draining. Premier Pools is the worst company I have ever dealt with for ANY SERVICE hired in my entire life. They do not communicate and value customers. They do not return calls, voicemails or emails. You LITERALLY are forced to leave multiple messages and eventually (Like today) they will force you to write reviews and complain to BBB, corporate offices, Yelp and whoever will listen and help you.

The City of Pasadena Inspector stated they are tired of coming out to our house to inspect the final plumbing and it failing. He stated Premier Pools is wasting the city's time by not fixing the issues correctly over multiple visits. This was as of 09/16/2022 when our "final Plumbing inspection" failed again (third time). Please read the other reviews...you will see a distinct pattern of the very same thing. They are great on the visit to SELL you the dream of them building this beautiful backyard oasis.

Once you sign the contract and start paying them money...it's totally different and you are immediately hit with the reality that you are now just a number. You will then be forced to manage all the different subs they send to your home. They have multiple customers unhappy and complaining. They meet every Tuesday morning to go over all projects. Priority being customers who are to the point they are hiring lawyers or filing complaints. They will then call you and apologize and make new promises which always lead to one place...Frustration, lack of follow up and multiple calls/emails to get them to get something done.

Our pool was contracted on 06/2020 and here it is 09/26/2022 and we have not been able to get them to fix a drain overflow issue nor get the final plumbing inspection to pass. Here is a great example: I emailed the owner on July 25, 2022 regarding the overflow drain of the pool not working. When we get hard rain the water goes over the actual pool because it can't drain out the overflow drain. Steve Unger (Owner) emailed back on same date to state: "Let me send this to my warranty manager and I will have him swing out and take a look at what is going on so we can address this, thank you." Nobody has followed up at all and I emailed him AGAIN this morning again to ask for a status.

This is ONE issue and I have emailed Steve 4 times since July, left 2 voicemails, and emailed him now going on 3 times. ****No Response At all**** This is ONE example. I looked today and on this one project (pool build)...I/my wife has emailed complaints 47 times about issues we have experienced trying to get our pool done. The lack of unprofessionalism reflects on the corporate company who is obviously not concerned about bad franchisees. A pool build is a very stressful situation to begin with. I would advise to never ever use this company for anything. Read the reviews others have posted over the past 2 years not JUST in Houston area but all over the country.

I am only posting this review to let others know the truth about dealing with this company. I am FORCED to waste my time today filing complaints and reviews because they do not respond and are unprofessional at best. Don't walk...RUN from Premier Pools. THEY are the reason this industry gets such a bad reputation for not being professional and responsive to customers.

Lastly,...check the BBB for Houston and you will find plenty more complaints as well as with the Yelp reviews. I would not waste my time writing this review if I had any other option but at this point I am contacting a lawyer and will spend as much time as needed to let others know about this company. If you hire them have a lawyer on file to use because you will need them.

Now let's talk about the stagnant water that has algae and now mosquitos. They keep saying that's normal....ummm.....don't think it is. Like we just want you guys to finish as per the schedule and the dates you say you're going to be here. They never show or don't show or push dates out. Like why? Just finish! There is no reason you shouldn't have finished by now. For Your own sanity go with another company. Don't use this company to build your pool! Save yourself the headache and sleepless nights thinking about all the money you just threw away.

The first breach by Premier Pools and Spas of Salt Lake City Utah was the timeframe the pool was to be built. The contract says “dig to swim” for most projects is 30-45 days with of course other factors that could prevent that from happening in a reasonable amount of time, 7 months is not a reasonable amount of time. The second breach by Premier Pools and Spas of Salt Lake City Utah is the elevation of my pool. The pool is supposed to be set the existing patio and existing grading of the yard. My pool was not set to the correct elevation of my existing patio or yard. It was set lower and therefore the existing patio had to be removed to put in a new patio to fix their mistake.

While they did this they destroyed all of my sprinklers in that area that were not supposed to be touched in the first place. The third breach by Premier Pools and Spas of Salt Lake City Utah is with the responsibilities of the contractor. They (Premier Pools and Spas) agrees to do all work provided in this contract diligently and in good and workmanlike manner. Obviously, this hasn't happened at all. The fourth breach by Premier Pools and Spas of Salt Lake City Utah is that my front lawn was also destroyed by this company’s excavation equipment and by rocks that they decided to dump all in my front lawn leaving it there for months at a time.

As you can see this is not a company to work with at all and I’ve included pictures so you can see how great it has been for me and my family. It’s been the worst experience that I have ever had with a company. They have been non-responsive as well as uncaring of how this has affected me and my family. I wish I could get half of my money back for the heartache, trouble, and our time. Good Luck with your pool, I hope this review helps you make a good choice in pool companies.

Original Review: I have a terrible experience with this company. I'm sitting here September 2022 and my pool is still not done. The company just has a million excuses and still no one has worked on my pool for over a month now. They don't communicate with me. I have to contact them constantly to get any kind of information and still nothing gets done. I highly suggest going with a different company. We've been waiting for this pool for over 6 months now. Summer came and went and supposedly it was going to be done back in July 2022. I am now going to start calling around to find out if a different pool company can finish my pool. I'm tired of the excuses and I'm tired of waiting. It's way too much money to not finish the job but yet I'm still waiting.

My father was a general contractor, so I know how construction goes and the fact that the construction industry is extremely busy right now with materials being scarce and costs going up. Therefore, I tempered my level of expectations on both the project and the completion date yet was super excited to get into our new pool!

As I mentioned before things were off to a good start. Then towards the latter half of the project is when things started to deteriorate. It really started with having a junior project manager assigned to our project that had absolutely no idea what he was doing. There were a lot of empty promises made and ignored requests which created problems that could have been easily avoided. Towards the end I didn’t even want him stepping foot on our property ever again. I understand that Premier needs to use sub-contractors to assist them in finishing the project and I feel they could have done a much better job as well.

This company has serious communication problems and a persistent “pass-the-buck” mentality. Their attention to detail was messy and to this day I am still scraping off the over-spray of concrete and plaster, removing chunks of concrete from my planters, and the final task of applying the clear coat on my BBQ counters took an additional 4 months after the job was finished. There was little to no follow up on equipment claim requests due to equipment failures and I had to keep badgering them to get things done. Of the people I have spoken with now that our pool is finished, I tend to hear the same complaints about Premier; bad communication, poor project management, and that all they care about is the money.

There were many frustrations towards the end and not once did the owner of the company reach out to us to offer any type of customer service, relief, or even a “thank you” for the massive amount of money we spent to have our dream pool and back yard. I am stoked now to be working with Pool Pros on our monthly pool maintenance and the fact that they can handle most of the warranty issues directly. I have submitted warranty claims on a few faulty issues and never once even got a reply from Premier which just flat-out sucks. Installing a pool is a lengthy, messy, expensive, and emotional process therefore I would not recommend working with Premier.

We paid upfront for equipment and tiles and had them delivered before they broke ground, stored them in our garage so they couldn't say supply chain delays), then we had mishap after mishap, incredibly poor craftsmanship at every turn, property damage, theft of personal property by their sub contractors, damage to a brand new trampoline we had just purchased for our kids rendering it unsafe to use, damage to our new cedar fencing from their careless heavy equipment drivers, and zero accountability when issues are pointed out, over 130k paid out so far and over a year later they keep dragging their feet with only 1 days worth of work to be finished.

They dug our hole, and let it sit bare last spring during the rain season, then when it caved in multiple times, they said it was an act of God vs their negligence in not getting the gunite poured for over 4 months and tried to charge it back to our pool costs, contractors have damaged our driveway, our neighbors yard has huge visible dually tire ruts and destroyed lawn from their countless contractors driving over their lawn breaking water lines and sprinkler heads not even on our property, they broke concrete footings on our hvac equipment never fixed it, installed tiles upside down and laid incorrectly all over the place, came out and fixed it multiple times, each trip they made it worse, mismatching the grout, now visibly crooked, falling off again... cracked and failing grout everywhere, with gobs of mortar all over the surface and falling off, left boot prints all over the fresh salt finish concrete patio they laid, cement and gunite splatters all over the back of our house, all over our windows.

They've damaged our gutters' down spouts so bad we had to get them replaced, they destroyed our fence so bad taking it out to gain access to our yard they couldn't put it back together, the contractors for that came out 4x and made it worse with each trip. Booger welds, spray paint on my house, lost sections, they even cut off the once functional outdoor gate hinges and welded on interior house door hinges, we finally told them to stop destroying the fence and we'd hire our own contractor to come out and build a new one since between their mangling, careless "attempted" repairs" and lost parts, it couldn't be salvaged.

They dug holes and planted beams for our structure in the wrong spot 2x even after I showed them on their own plans they were doing it wrong, they buried unterminated drains during our final grade so drains couldn't empty and water would simply pool on our decking. Had to hire a landscaper to come fix them, We have had to escalate multiple times, our project manager while a nice, guy, is near impossible to have come out to the property to actually inspect the work he's supposed to be "managing", much less get our concerns actually addressed to several internal managers who were either indifferent, or plain rude, had one even yell at me on the phone because I was a "bad customer" for holding them accountable and then he threaten me.

Have literally dozens of unreturned calls for unresolved issues. We're now 6+ months past their "estimated" finish date, they have just the plaster and pool fill to complete, yet months have gone by and we've heard crickets.. It's just sitting empty besides all the trash their people left in it, and keeps filling up with nasty water to be drained with each rainfall, Keep contacting our PM and asking when the pool will be done.. He has no idea, has zero ability to get us scheduled... Again at the mercy of "sub contractors" who may just show up one day unannounced.

During this wait we've had the fence rebuilt, the entire yard re-plumbed for irrigation, re-sodded and plants installed and extensive landscaping done, all in less time than it's taken them to even get us scheduled for the plaster... DO NOT USE THESE GUYS... They claim to be the "Biggest Pool Company in the country" and it's a joke They changed their name from Premier to Pinnacle mid project which threw up tons of red flags, do some googling you'll see hundreds of recent complaints from pissed off customers, but we were already under contract so we're basically stuck, they sub out everything and have zero control, zero accountability and much of their internal staff is unreachable once you give them money.

I have hundreds of pictures of their incompetence, documented every bit of damage and communication of this damage to our property and our neighbors property even video where my cameras would catch them, even their contractors defecating and urinating in my yard and in bottles later found stuffed in corners of our property and in my cesspool of a hole that should be a functional pool by now. I fully plan to leave reviews on every site and include pics of all the issues where possible.

We have been waiting on an amended permit for a fireplace that was never added to the original fireplace. We cannot get final inspection and yet the inspector told them in December during the pre-plaster inspection it needed to be done. It should have been handled before the inspector even said it but still here it is 4 months later and still nothing. We have a Pebbletec repair that we have been waiting on since January. Getting the outdoor BBQ complete was like pulling teeth! Keep in mind they charge a premium on these other items like fireplace, BBQs, etc. of about 20% which we paid to "streamline" the process. It has been anything but streamlined! Our backyard looks great and pool looks good but their customer service is terrible.

From all the five bids we requested, Premier Pools and Spa was the most expensive one; however, we decided to move forward with their contract as we thought that the extra thousand dollars were paying for earlier completion of the pool and the promising good customer service. Neither the customer service nor the anticipated timeline for the pool were achieved after signing the contract, and too late we realized how overcommitted this company was. Premier Pools and Spa took 18 weeks from excavation to plaster, at which point they considered the pool “complete”. Through the 18 weeks process, they were unresponsive and evasive to our questions regarding the schedule delays, although one time they accepted to be overcommitted and claimed a shortage of labor (it seemed their subcontractors often dropped the company projects at the last minute to attend other companies that paid better).

Premier Pools and Spa also underdelivered in the quality of the project. They caused several expensive damages to our utilities - but they protect themselves from liability in the contract. The deck was constructed close to the house foundation without proper expansion joints, as was promised during the sale. Due to lack of supervision, the plaster crew damaged the coping and installed the wrong color, with a rougher texture than the sample shown during the sale (the texture is so rough that often causes skin abrasions to my son and has damaged our bath suits). After the plaster error, they offered either a small refund or stripping the plaster. We were exhausted from dealing with them - at this point, 4+ months - and decided to go with the refund and save us from more damages.

For several work orders, due to their lack of responsiveness, my husband simply decided to get them done himself, including cleaning construction debris and food trash from subcontractors, compaction of soil pre-decking, installation of the fence, etc. In the end, we were willing to put up with all of that and get it done but once they give us the refund, we did not hear from them anymore despite multiple calls, texts and emails. We signed the contract in February and 8 months later they have not even done a proper City inspection for the final approval.

The last straw - and the main reason to rate 1-star - is when the owner of the company, Mr. Rayburn, called me after an honest review I left in one of their facebook ads, to stop me from writing any review. More details about this incident in their facebook page reviews (**). Overall, we truly advise to stay away from this company.

If for some reason, we decide not to go with Premier pools, we'd receive our $1000 deposit back minus $100 for the contract processing.

We've been lied to by Joan ** with blatant intent. She promised me everything was moving forward, but when I contacted our HOA, nothing had been submitted with our address on it. I informed Joan of it and quickly crafted a lie. She even said she spoke to my wife, unknowingly to her my wife and I were sitting together, and we caught her in the lie and called her one it. When Joan was caught in the lie for not submitting our application to the HOA, she became angry, stated, "I'm mad now," and said she'd call Aaron to get it fixed. Five days later, nothing happened. I called to cancel the entire deal only to be told that we lose the deposit if we canceled. This was not what was promised to us at all during the consultation.

We closed 7/10, no movent through 8/23, and now it's 9/23, still no refund, no pool, no response. Horrible company! I equate this to a robbery. I thought Aaron ** was a good guy, but he hasn't refunded me; he has been more concerned about his commission even though we were very patient. I don't take kindly to being robbed for $1000 for nothing. Run, Run, Run!!!

While Premier does have some good people, the organization and scheduling/prioritizing is atrocious and done purely to get more jobs started to get more money in. Even after Zack finally apologizing... 2 months have passed and our pool is still not completed. The sub-contractors who do 95% of the work seem to scratch/forget/mess up something every time they come that has to be fixed again! For almost 8 months people have come and gone with no notice and no respect for our property. The pool itself (the part completed) is lovely... but this has been a nightmare of a process with such poor communication.

We love the travertine decking around the pool... really adds a beautiful touch. Hot tub is something my wife and I love to dip in every day. The hot water is sooo nice. Love the lighting effects and night too. Before this we barely used our back yard and now there is little reason to not go outside. My kids LOVE it... eager for it to warm up a bit. Premier team made this a reality for us and clearly it is far more complex than it seems but sooo worth it.

Once they finally got all the plumbing complete I asked him to come rate the work that had been completed. He agreed that it was very low quality. He brought a second crew to demo the work and Re-plumb. The second crew did a fantastic job. Rebar and framing came next. After the first day I pointed out that the spillway from spa to pool was not correct. This was ignored for a couple weeks. The day before gunite I pointed it out for 100th time. They assured me they would fix it before they shot. Gunite came and was shot over the existing mistake. So... they had to cut and patch. Next came tile and coping. This took five weeks to complete. The builder everyday apologized for the delay and said he would get another crew. This never happened. The builder then refused to do the plaster until he was paid for the tile and coping job that wasn’t completed. After much back and forth we agreed on a payment schedule based on completion and dates.

Plaster came while they were still tiling and went poorly as well (Note. The plaster issue was not the builders fault and the plaster company did all they could to make it right.). There were multiple issues with missing pool equipment or the wrong parts. The temporary plugs in the main drain all got stuck. The builder spent a week trying to remove them after the pool was full of water. He finally got them out. Or... that’s what he told us. We have been battling the pool functionality for about six months now. In floor system not working properly and the filter pump would starve for water and make a strange noise when at full speed. We recently had to drain the pool for some maintenance.

I noticed that only two of ten the screws on the main grate were actually installed correctly. When I was tightening the screws I noticed two plugs still installed. The third had a 1” hole knocked through it. The other two are still stuck. I am assuming this is why the In floor doesn’t work and why the pump couldn’t run full speed. Long, dramatic story short. I absolutely would not recommend anyone using this company in the Oklahoma area. He is a very polite person. He is also very unreliable and does not show or follow through with much.

I find out our property survey is wrong we provided 2 papers which were older surveys at time of signing which the sales rep took photo copy of, then he requested the surveys again few months later. At that time I did not know where I put it. I just reached out to the city and requested the survey from the Port Saint Lucie Building Department. Once I received it via email I sent it! Permit was approved by the city after six weeks. We were good to go! Now they are telling me all 3 surveys they had were all bad. Someone messed up but who the pool company's manager blamed me. It's my fault. He immediately said the price will go up higher and additional charges will be added to our plan. But we had an agreement we signed a contract we had a $42,000 contract.

I told him I have no more money he immediately started threatening me saying if I don’t pay he will hold a lien against my home but how for what I don’t even have a hole in the ground anymore and they all ready have $18,000 dollars from us! They got upset when we asked a simple question, "Who is responsible for this mistake? Why should we pay for someone else’s mistake and be blamed for it?" They got upset at us asking this question and walked off our property saying they are canceling our contract and they are not willing to work with us any longer and they still have our money! I do not recommend them. We have put complete trust into their hands. They are the professionals who is supposed to know the ins and outs of this business. If they come into a problem they should take the responsibility and try to help a customer and solve the situation but they did not do that! Now I stand here after months $18,000 out and a destroyed backyard!

Fast Forward to our 2nd August. Having the pool really only one full summer. We have every stone on top of the pool that is now loose, cracked, or falling off the other waterfall is broken. Cracks all around the pool and again they say it's not under warranty. DO NOT USE THIS COMPANY!!! They have no verbal communication, it is never their fault and they use contractors so they do not stand behind the people they use and blame them. If you want to waste your money and have a pool that is broken after paying a large amount then be my guess.

I have had and still have light issues not only with the lights working properly but poor engineering that leaves a dead spot in the pool. It took them 6 months to find a pool leak. The pool finishes are horrible. My river rock pool had to be resurfaced and it is still three different colors. I have saved two years of text messages from them lying and blowing me off because the thoughts of getting a lawyer are still smacking me every time I look at the hack job in my yard. You would think that after spending 65K on a pool that the company would come thru and provide the relaxing dream that you were promised but these guys fail to deliver on every level.

A few days after they finished installing the deck, most of it caved in all the way around the pool. They finally removed and reinstalled the pool deck. This time it was out of alignment with the side of the pool and looked terrible. After more delay they finally came back and removed and reinstalled it again. All the while causing extensive delays. They then laid the stone and top on the fire pit. It was nowhere near level. After more delay they finally came back and removed and replaced the top of the fire pit to level it. When they finally got around to plastering the pool, the material had been sitting on the job site so long that it couldn't be used. As of yesterday, that unused material, which probably weighs 2000 lbs and is not movable, was still sitting on my property.

Over a month ago the supervisor came out to complete a punch list. We identified a number of items that still were not complete or working. The auto fill did not work. The pool equipment was leaking from numerous places. The pool heater had not been connected. The eye outlets in the pool had not been installed, so there were still just open pipes where the water flows in. The Polaris for the pool had been left coiled up for months, so the tail is all bent and does not function properly to allow it to sweep the pool.

I'm still, today, begging them to finish the job. Then I learn today that they need me to schedule a final inspection with the county. What? What contractor leaves it to the homeowner to get the needed inspections of their project? It is just absurd. All the while they demand to be paid the instant something is done. Regardless of whether it is done correctly. With regard to the plaster, they demanded final payment for the entire project that very day. Now here I am just begging them to finish the work because they have been paid in full for a couple months. And for context, this is the second home, and second pool, I have had built. The other pool project was nothing like this. It was a breeze, so I know how it should go. Unfortunately, the awesome pool company that installed my other pool, Mystic Pools out of south Georgia, did not serve the Florida panhandle area, so I had to go with someone else.

I regret that I made the terrible decision of using Premier Pools and Spas. Please save yourself the hassle and heartache and use someone else. I would venture to say you would be hard-pressed to find someone worse than Premier Pools and Spas. It was an all-around awful experience and warrants zero stars. I gave them one so it would allow me to write a review.

May 2019, this company broke ground, started plumbing, rebar and gunite. When that part was done I walked out and noticed a huge mistake on the sundeck. The workers had the nerve to say it's fine. The 8x10 sundeck I designed into the plans with 2 bubblers were noticeably off center. Had I not went out to check the work, they would have continued working like nothing was wrong.

June 2019, we were in the office picking our tile and Travertine Marble. I spoke with Eric and Dana about the mistake on the sundeck and was told it would be fixed that same week. 2 weeks passed and no repair, no communication. Suddenly a guy showed up on a Saturday for 2 hours to do equipment. Another week and no repair, no communication. Suddenly Eric showed up for 2 more hours to do the rest of the Equipment setup. I asked about the sundeck and was told that week for sure because they were ready to start decking the following Monday.

8/11/2019. Today we are a month since the last communication. My pool sits an empty shell. No one will answer our Emails, Text or calls. I unfortunately learned things about this franchise locations business tactics and horrible customer service by referring them to one of my own customers. My customer had the same issues. I have also spoken with others that have had the same problems and are currently going through problems. Some are talking lawsuit.

I am currently looking into having the pool finished by a different company. I will be speaking to an attorney about a possible lawsuit for any possible damages to the structure, the repair of the sundeck and any extra cost above the remainder of our actual contract price. Plus any loss of wages and attorney fees. I am interested in anyone else that is having these problems to form a possible class action suit against this company. The pictures show my pool as it sits now. The sundeck with existing pipes where the bubblers are and the black markings of where they are suppose to be plus the umbrella hole in the middle.

At one point, Premier asked for one of the payment draws earlier than scheduled because of some excuse that our gas company would not do their work unless the pool equipment was installed first - come to find out that was not accurate. The delays have been because it taking days or weeks to fix their screw ups, as well as their lack of organization and scheduling so that the project can run smoothly and efficiently. It took from February until June to get the linear fire feature installed after getting all the pertaining pieces that go with it piecemeal; set accurately; and, centered. Then when they finally decided to test it (in June) they realized the fire feature was not working - so, that took another few weeks to correct.

It has been almost 1 full year and we are still not scheduled for final inspection. They are blaming the delays on the city, as well as the companies we have hired to handle the gas and screen, but in reality our screen company was ready and had us on schedule should Premier had been ready for them to begin their part of the project, but when it was time, Premier was not ready for the screen company and we got put to the end of the screen company's schedule since they had other projects to work on and could not sit around and wait for Premier to do their part.

Premier damaged our neighbor's sod, which we had to replace and they have not even offered to pay for it and have avoided the issue, but now we found out (after them finally testing our sheer descent) that our gas company damaged one of their pipes and they are requesting us to pay them upfront $300.00 for them to fix it. We asked them for an invoice with the breakdown of the repair, including but not limited to the materials and labor, but they refuse to do the work unless we pay them up front. Pathetic is what they are!

With all of the aggravation and the fact that Premier hired incompetent contractors to do the job right - the first time - we filed a complaint with their corporate website and received no acknowledgment, so we complained to the Better Business Bureau and when asked what we would ask of Premier to do, we asked Premier to split the last draw by 50% and they rejected and said we could hire our own plastering company to finish the pool project. In order to avoid any more delays, we agreed to let them finish the project and paid in full, after we rejected their measly $750.00 offer for us to remove our complaint. We told them that we would rather pay the full amount owed for them to finish the project than to not share with potential interested customers what we have dealt with so that no-one else goes through the same, or even close to it.

If you are considering hiring Premier, first look at all the reviews online and look at all the complaints with the BBB. You will get all the info you need. If they say they are making good on what is wrong and attending to their unsatisfied customers, well that is, at best, untrue for most customers, including us, as you can see the reviews yourselves. Not only will they not try to make things somewhat right by trying to satisfy a customer, but even the franchise owners (or managers), can be unprofessional and rude.

I once asked to get the name of the plaster company they would be using and their response was, "what is it to you who we hire to do the work"? Ummmm... how about it is my property they will be doing work on and I have every right to check if they are active and/or licensed contractors! I, too, regret the day we ever came in contact with them!!! A real nightmare. Premier Pool and Spa does not even deserve a one star rating.

If you are considering hiring Premier, first look at all the reviews online and look at all the complaints with the BBB. You will get all the info you need. If they say they are making good on what is wrong and attending to their unsatisfied customers, well that is a complete lie!!! The subs they hire do average work at best and it's never a crew of workers it's a one man show. Pathetic, aggravating and unprofessional best describes our experience with Premier Pools. I regret the day we ever came in contact with them!!! A real nightmare. The truth is they don't even deserve a one star rating.