Premier Pools and Spas Reviews

We paid over $123K and they shot our pool the wrong shape and size (my husband actually caught the mistake while watering the shotcrete). Every dimension was wrong with the exception of the interior length and width of the spa (which was in the wrong place). They had to re-demo the entire pool (they actually messed up the spa and water feature MULTIPLE TIMES afterwards and demoed those 4-5x each). They didn't even get the firepit in the right place, which I noticed (super crooked - it's like they never checked their plans after the design was done). I didn't even want to go in the backyard anymore because without fail, something would be wrong and they'd come out with their measuring tape (FINALLY!) and confirm.

I wouldn't have cared had they made things right but they kept asking if we were alright with them cutting corners to "fix" their mistakes. We even offered to keep the smaller pool initially but by the 20th mistake / attempt to make things easier for themselves in repairing, we were sick of it.  We didn't get the pool we paid for and our $12k water feature is plumbed incorrectly, but we just wanted to be done with them in the end. Considered a lawsuit but we've got a pool now and don't ever want to deal with this company again.

The owner (Reed) was incredibly rude until we talked about suing them (they breached their contract multiple times) and we subsequently found out that he and his franchise have a horrible reputation in the industry (and outside of it, too...) We recently went to replace a tree they inadvertently cut / killed during construction and even the guy at Moon Valley said "who did your pool?" when we told him they'd cut it and when we said PPAS he said "oh they are AWFUL!" When they incorrectly measured our fences and told us they were to code (then both had to be replaced) our fence contractor said the same thing. Ask around, check the BBB and do your research of course, but they've got quite the reputation.

When I asked for recommendations in this group last year, they were recommended to me - by one person who had recently booked with them / didn't have a pool yet and one who was a high school friend of someone who worked there. The person who had the pool in progress is now considering litigation against PPAS, and the high school classmate walked out of PPAS before our project began. Wish we'd known at the time. Anyway, "probably less than 12 weeks" turned into 7 months REAL fast. They used to have some good employees but they're gone. The construction supervisor built his 1st pool last year and comes from a cabinet manufacturer. A friend of ours joked that he must have been using a "cabinet-sized measuring tape" on his pools to make as many mistakes as he did (we've since talked to several other customers who had similar issues). It was crazy. Save yourself the headache and choose literally anyone else.

We decided to change the shape of the pool slightly and we were told we would be charged to make changes to the engineering drawing, which we agreed to. This is important to note because most of the time the Project Manager Daniel ** and subcontractors did not seem to follow or be aware of the engineering specifications, resulting in having to redo the pool stairs, planters, redesign for the pool drainage, and rebuilding the retaining wall five different times. At one point, the second subcontractor that was involved in building the retaining wall simply abandoned the project and we sat at a standstill for 6 months because come to find out we needed an engineer to sign off on the retaining wall as well and the subcontractor Clyde ** was planning to pocket the extra money for the engineered wall. As far as we know, the owner Matt ** is taking Clyde to court due to this incident.

Finally, once the third subcontractor for the retaining wall and deck was hired by Premier Pools, Billy ** (LKN turf), we made some progress. Unfortunately, the progress was fraught with poor workmanship requiring almost constant supervision from me and my husband. We sent an email with our remaining concerns on October 23rd to the owner, Matt **. Matt has yet as of today to reply to our list of concerns. This includes the correction of defects to our sheer wall which we have told him needed to be corrected for over 3 months. Instead, I received a demand letter from lawyers asking for the final $20k payment due and based on lack of response by Matt, I will have nothing further done to correct the poor workmanship.

After the pool was finally completed, I did a walkthrough and found numerous issues with the workmanship. The walls were warped and there were bad finishes, among other issues. Premier Pools and Spas parted ways with the Gilroy franchisee, Donald **. When I contacted Brian Pointer, Vice President of Operations at Premier Pools and Spas, he refused to take responsibility for the contract and told me to contact Donald, but he didn't provide any contact information. He also suggested that I find another company to deal with the issues. I found out that if Premier Pools and Spa decides to part ways with a franchisee, they take no responsibility and your contract is null and void. So, it's important to be very careful before entering into a contract with Premier Pools and Spa!

Buyer beware. They seem to pick and choose who they do business with. My name is Frank and my number is ** if you have any questions. I have email and texts to back up everything. It is not my nature to post such a negative review but I have never had to deal with such a catastrophe of a company who thinks they are entitled to stealing our money.

When the project started, we all got on a text chain to have transparent communication. Immediately, the chain and protocol were broken, and we saw that the communication was almost nonexistent unless they were seeking payment. Simply put, they are so awful that they post reviews on their website that are written by their own employees.

Jaren (project manager) reviews his boss and business on their site - "Excellent company. There have been some challenges with some of the project management in the past that have given PPAS a bit of a black eye. Those days are behind them. Jeremy is an excellent leader and really knows his stuff! The product is unbeatable, and the communication is on point. Don’t let the issues of the past scare you away. These guys are doing things right. Building a pool is a tough process, but PPAS will guide you along and help you understand things along the way. Highly recommend!" - Shameful.

The bid and design were poorly thought out and rushed so the design was not going to work. Without exception, if they said they would do something or be at our home on a certain date or time, they never showed up or did what they said on the date or time promised. Even the initial day they promised to start excavating was moved repeated times because they are so inept. I have almost 6 months of texts messages that are basically garbage excuses.

Their design failed to incorporate a retaining wall, that, if they had been professional and not scammers, they would have foreseen and included in the bid. When they announced that we needed this, they sent my wife a $16,000 bill and asked her to resign the new contract and pay immediately so they could stay on track because they were already behind. This was not on the group communication because they tried to force it through her quickly. They said they had been getting bids for 2-3 weeks and that was the best price. This was a lie. I asked for and got the bids and they were basically forged.

The bids were dated after the day I asked for them and supposedly they had been getting them for weeks. The bids were also incomplete because the contained none of the engineering specs. When I, in turn, bid the wall to concrete companies, I had to wait 2 more weeks to get the engineering specs from Premier pools to get bids so clearly theirs were bogus. Of all the bids we got, not one was even half as high as theirs.

Jaren is an unprofessional baby who shuts down all communication with the client when he is called out on his **. It is hard to even call him a project manager because he cannot even manage simple communication or client relations. He could not manage the construction toilet correctly, it showed up 5 weeks early and left a month late. Money was wasted everywhere due to his incompetence, and we were always left without communication. Travis is a skilled salesman who is very quick to lie and do anything possible to get your signature and your money. He is slimy and not to be trusted under any circumstances. Do your research on this company. I'm willing to bet that any positive reviews are fake or written by employees or close contacts of Premier pools. Our pool took just over 6 months from dig to swim. It is Ok, but I would not have done it if I had known how terrible the experience would be.

I have mostly worked with Erik & Allen who are not owners but they are a big part of the problem. I would imagine that they just relay what they are being told by the owners, Aaron ** and his wife. WOWT/Mike McKnight just did a story on them and this is nothing short of a ponzi scheme in my opinion. Crazy thing is, they seemed to be a legit pool contractor before 2021. They claim labor shortages but they keep taking on new contracts and getting 95% of the money while promising a pool in 90 days. People have had liens put against their property due to the concrete contractors & plaster installers not getting paid by Premier. I am at the end of my rope. The contract says that I cannot post this without notifying them first. I have notified them and I am done. This has put a strain on every area of my life.

First day in the job, I get a message from someone from the company asking me if I had septic or sewer. Apparently the person I was working with did not work the job, nor did the company obtain information from the county and had ripped 100 ft. of my Leach beds out. They told me not to tell the county and they rerouted the main line to some of the leach lines that were remaining, I expressed concerns about any problems I would run into with this, and was told that it was going to work fine. Not sure how this will turn out if I need to sell my house in the future and there is a pool where leach lines are supposed to be.

Instead, the company offered NO solutions and instead has kept $18,000 of a hardworking consumer's money with NOTHING to show for it. I was not given ANY product or service that justified them keeping that money, and not offering any alternative. DO NOT USE THIS COMPANY - They will order your shell immediately and transfer the responsibility to you without you knowing!! Don't make the same mistake I did and please bring your money elsewhere to a more respectable company that values its consumers and does not look to steal from them and completely screw them over for no reason other than to keep their multi-thousand dollar deposit. They have been a nightmare to work with. They have not responded to my Consumer Affairs complaint or BBB - you can check their rating - it is currently and accurately an 'F.' THIS IS NOT A CONSUMER FRIENDLY COMPANY.

Other trash was buried with the gravel they brought in. They refuse to fix the grout that is white and grey instead of all grey. Their subcontractors damaged the new decking and they don't care and refuse to fix it. Instead they gave a credit "because it's been a difficult build". The credit doesn't even cover half of what is needed to fix the damage. This is only part of the many errors they made and refuse to acknowledge. I have been lied to. They have lied to the Better Business Bureau. They will lie to you!! The owner is mad about my reviews and stated in a text, "Therefore, we're not interested in doing any more extra work in good faith". I didn't ask for extra work, I asked them to fix their mistakes.

The contractor in charge (Jim) promises things will be finished and his workers will come out but they never do. The guy in charge of design (Cameron) has made excuse after excuse on why certain things now cannot be built the way HE designed them and refuses to take ownership for his mistakes. The guy in charge of the company (Dane) refuses to take our calls.

Drypro has been out 3 times to do repairs. They say it’s bad concrete. The tensile is not correct. It’s falling off the coping. From inside the pool it’s terrible. My husband sanded some of the coping himself to help me feel a little better. Mark said he would come back and look again but then ghosted me. Hasn’t returned any calls or messages as of late. I’m completely defeated and have high anxiety anytime I’m out there. It’s not my happy oasis place. Do your research and homework and talk to all the people you can.

The level of professionalism was bottom barrel. A tile crew showed up and did zero work for 2 1/2 days. When I called the office of Premier Pools about this, the office was closed due to the ENTIRE staff being on a training trip out of town. Speaking of the lack of response, the entire office was closed for weeks during Thanksgiving, Christmas and New Year's. Also, forget trying to contact anyone there on Saturday or Sunday. Zero replies. There is a total lack of care and concern for a client purchasing a pool/spa combination for the price of $111,000.00+ during a recession.

The entire staff from top to bottom conduct themselves as if they are above reproach and do not owe a customer common courtesy or decency. They show up without notification and leave without the job being completed. My advice? Get out of the service industry. Go to work for a Bank or the DMV. They will welcome you with open arms. (Except the banks, which are all open on Saturday). Get another bid.

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.

Original Review: Sept. 9, 2022

Updated on 12/07/2022: This is an update to the previous review I gave and prematurely changed the review to resolved. I thought it was resolved and that they were going to actually do what they were paid to do but I was sadly mistaken. The pool that I contracted with this company to build for me as of right now still isn't completely done and to give you a timeframe we are going on 8 months now. This is the worst pool company ever!! DO NOT BUY A POOL FROM THEM!! I mean unless you want to work with an unprofessional company. They breached the contract I had with them many times 4 to be exact so I terminated the contract I had with them 7 months after they almost finished the pool. I sent a termination letter and still haven't heard back from them. NOTHING!! Not even an apology. Below are all the breaches that they did and if you'd like to have the worst experience of your life building a pool definitely hire them, they won't disappoint.

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.