Premier Pools and Spas Reviews

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.

To date, my pool cannot pass the City safety inspections. The criteria for my final payment was predicated on passing the electrical inspection. On June 3rd, the construction manager for Premier told me they passed inspection and demanded my final check. Approximately a week later, after contacting the City, I learned Premier failed the electric inspection. This action alone constitutes duplicitous behavior. Six months later, I have been advised by the City that it is not safe to swim in my pool because it will not pass the safety inspection. This company is new to Florida, but should not be able to do business here based on their covert lies, lack of ethics, pathetic customer service, harassing by subcontractors, and duplicitous behavior. I would strongly recommend to anyone building a pool to find a different company.

Updated on 08/15/2016: To date, after spending $50,000 for a pool by Premier Pools, the following items remain unresolved: 1. They have failed to pay the screen enclosure company, Fabritech, and Fabritech is preparing to put a construction lien against my property. The screen enclosure is a part of the contract; 2. The ozonator has failed to work property emitting large balls of air (which are toxic in this form) instead of small bubbles into my pool. This is NOT the way an ozone generator is supposed to work. My pool actually sounds like it's regurgitating; 3. The overflow has failed to work on three separate occasions; 4. The auto fill does not work and I paid another company to test these out, and they confirmed the autofill, like the overflow, do not work at all.

The company's partner merely responds that everything is fine and has refused to address my concerns. His behavior and communications are duplicitous on many accounts and this is a company that should NOT BE ALLOWED to do business in the State of Florida.