Premier Pools and Spas

[redacted] & [redacted] are the current franchise owners of Premier Pools & Spas Austin We took over the franchise from [redacted] on Feb 1, The complaint filed against Premier Pools & Spas (# [redacted] ) is against work that [redacted] did for Mr *** When we bought the franchise, we did not buy any assets or liabilitiesThank you [redacted] *** [redacted] ***Premier Pools & Spas - Austin - OwnerTel: ***-***- [redacted] | Email: [redacted] @***.com [redacted] - Austin, TX

The supervisor and I met with the client and have asked for any unresolved issues and have addressed them accordingly.At this point we have agreed to move forward and complete the pool as quickly as possibleThe plaster is scheduled for Wednesday 8-and the Sundek coating for Mondaythe 18th of August.I apologize for any delays .SincerelyRandy ***General Manager

Premier Pools and Spas built Mrand Mrs [redacted] a beautiful poolIn fact you can actually watch part of the episode on our website or the entire episode on the DIY network.They agreed to be on the show and were thrilled about their poolUnfortunately they still owe us $1800, our attempts to collect the final draw haven't succeeded, therefore their warranties have been voided.I've included the draw schedule, once they pay us in full per our contract their warranties will be reinstated.ThanksRandy [redacted] General ManagerPremier pools and spas

Revdex.com Case # [redacted] Customer Information [redacted] The contract was signed on March 7, 2015The HOA was approved for the 2nd time on 4-22, the HOA rejected the first submission.On 4-the client had the trees removed, we were responsible for the stumps only.The clients loan was approved on May 7th and our records show they closed on the May 20th.We were scheduled to lay the pool out on 4-but the client was having the trees so we rescheduled for 5-4.The fence removal and replacement was not on contract, Mr [redacted] told the sales teamthe fence was in such poor condition that he was going to have to replace the access point.I have attached pictures of the fence, it is literally rotting and appears to be at the brink of falling down, the entire fence needs to be replacedPer the contract we did not remove thethe fence so I'm not sure why we are being accused of damaging it.As is well documented May was the wettest on record and we could not dig any pools foralmost the entire monthClients don't understand that not only can I not dig the pool becauseof the condition of the yard but dump sites are usually municipal dump sites and have dirt roads that cannot be accessed sometimes for weeks after abrain events.We dug the pool on 6-and had to access from the driveway between the clients yard and the neighbors yard and we did damage the neighbors sprinkler systemThe client had the sprinkler repairedand we deducted the amount from the payment dueWe will also remeditate the clients yard at finalclean up at no cost to the client.We also did hit the sewer line which is not marked by Texas and we have no way of knowing the locationof the sewer lineWe were unaware that we had damaged it till the client told our Superintendent who informed them that per the contract we are not responsible for sewer lines, they have acknowledged that they were fully aware of their responsibility by signing and initialing the excavation lay out sheetthat specifically reiterates what both parties have agreed to per the contract.I have included a copy of the contract highlighting the specific areas of question and the excavation lay outsheet as well.The client was supposed to contact a plumber but informed my super the next day that he couldn't get anyoneto come out and could we contact our plumber to repair itWe did call our plumber but it took several daysfor him to make repairs because of other scheduling commitments.We have not charged the client for the repairs but I can certainly generate an invoice.The pool depth was incorrect, but that was because after it had caved in and had to be re-dug and muckedout at least times, because of the rain and wet conditions we were dealing with in June, the superintendentinformed the client of the situation to find out how the client wanted to proceedThey wanted to have the original depths per the contractAs a side note, we did not charge the client for any of the remediation whichper the contract is their responsibilityNote highlighted area of contract.To accommodate the client we had to remove the steel and re-dig the pool again to try and achieve the proper depthsThe shallow end is correct and the deep end is at 7.9" so it is within the 5% variance allowed by the contract.The spa was not readjusted from 8' to 7', the contract had both 8' and 7' on it but the client and the sales teamhad settled from the beginning on 7', there is no difference in our price book for a 7' or 8' spa.I'm not sure what the client is talking about as far as the design," looking right", it's the design they agreed towith the sales teamThe spillway apparently was supposed to have a stacked stone look but it was not on the contract or the planand didn't get conveyed to the construction team, even though it was not on any of the legal documents whichwe require, the sales team acknowledged that the spillway was supposed to have a stacked stone affect.When the sales team was informed of the concern, they immediately contacted the client and arranged for a face to face meeting to resolve the situationWe have a remedy but want to make sure again that we have a face to face to make sure we are proceeding in the proper way.We have workable working days which is Monday through Friday to complete a pool barring any delays, that date starts at excavation,each day of rain extends the completion date calendar days up to and including the 6th day.Since we have been under construction since June and have had rain days including tropical storm Billwe have only been in construction working days and the rain days add another days on top of the days We want to complete the project as soon as we can so we certainly won't push the job to our allotted time limit.I have not asked the client to pay for the numerous cave ins and muck out charges but I can ask the the owner to provide me with those charges if the client wants to proceed down this path.The most disappointing point is that none of my staff had any idea that the [redacted] were having issuesthat would cause them to feel they needed to involve the Revdex.com.They didn't convey that to any of my staff, they didn't contact me and I'm surprised that the Revdex.com would evenaccept a complaint without the client trying to work out a resolution with the manager of the company first.Our sales staff have numerous communications with the client that shows we were unaware of the situationescalating to this pointHow can I address a situation that I don't know exists, how can you file a complaint without giving the companya chance to resolve your issue.SincerelyRandy ***General ManagerPremier Pools and Spas

We have contacted Mr*** and sent him a copy of the addendum for the $We have checked the equipment and he did not receive the *** per his contractHe chose to take a credit for the ***so I sent him an addendum to zero out his balance and reinstating his warrantiesMy service manger
is meeting with Mr*** to look at any outstanding issues so that we may get them resolved in a timelymannerMr*** has been very cooperative and we should have repairs resolved soon.Attached are the addendums.SincerelyRandy ***General Manager

This is not a valid complaint. Please remove immediately Hby Design has not owned this business since 2014. The new owner R** *** *** Werrling took over that branch and all warranty on pools

I am rejecting this response because: *** *** does not take any emails, texts or phone calls from prior experience He is the owner and once your pool is done he no longer wants to hear from the customersI'm not sure why he mentioned someone by the name of *** as my wife and I have been dealing with their employee *** *** contacted my wife after the Revdex.com was notified*** notified my wife that he would be the one that would be filling the gaps in our pool masticThe date was set for Friday August 11, We advised *** that we would leave the side gate open for him but that we wouldn't be home due to the short noticeWhen we finally arrived later in the afternoon my wife sent him a text asking if he was able to come and fill the gaps in our pool mastic*** responded the next day saying he did but we were confused as the same gaps were still thereWe sent him photos and that's when he texted my wife that he would notify the office that the entire mastic needed to be redone which was crazy because that wasn't necessaryIts only on one side by the entry steps to our pool *** never came that's obvious *** went on to send my wife another text on Monday August 14, stating " This is *** number the gentleman who did your mastic *** *** *** Please contact him regarding your concerns, thank you." My wife did respond stating that we PAID PREMIER POOLS AND SPAS DIRECTLY NOT ***We didn't deal with any contractorsWe just want the same gaps that we have have been complaining about for almost months to be filled inIts about of themThe pool is new and has barely been used This should NOT be happening so early onSuch a disappointment WHEN WILL THEY BE FILLING IN THE GAPS???

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
    When we decided to invest in building a pool, we went through a lengthy process of interviewing several pool companies.  We received over 5 quotes from various pool builders designing the same type of pool, features and decking. Although not the cheapest, we chose Premier based on the quality of construction/materials, claim of industry standards (nations largest pool company) and the customer service we felt like we were receiving.     On 06/01/2015, Premier began to dig the pool.  On that very day, while the workers were removing the stumps of trees (as in the contract), I was told by the superintendent on what to expect from this point forward.  I was informed that someone would be at my house every morning to work on the pool unless otherwise notified.  If they were to be late, I was also told I would receive a call.  If they were not scheduled to be at my house for any reason, I would be made aware.  I was very appreciative of this information, as I have never built a pool before and really did not know what to expect.  The superintendent also gave me a blue folder from Premier that also had an outline of the pool building process, payment milestones and possible reasons for building delays.  Again, very good information for someone who has never done this before.     After the initial dig, we began to have concerns about the process and their work. We expressed our concerns to several people at Premier. We are now on day 59 since the dig, and according to Premier's outline of the pool process, we have not completed what they call week 3 expectations.  I have no idea as to why this process has taken so long and no one from Premier has called to inform me why.  There have been several days where no one would show up to work on our pool and we have even gone a period of two weeks straight where our pool was not worked on.  I never received a call to inform me that no one was coming or informed as to when they would be back.  Communication has been very poor during this process.  When mistakes were made, I informed the sales team.  During this whole process of errors and mistakes as listed in the original complaint, Premier did not call me to inform me that there was a mistake made and that they would correct it.       From what Randy [redacted] writes in his response, "The most disappointing point is that none of my staff had any idea that the [redacted] were having Issues that would cause them to feel they needed to involve the Revdex.com."  then he goes on to say, "How can I address a situation that I don't know exists,.....".  We made phone calls to Mr. U[redacted] and left voice messages on two different days, however we received no response.  His information is in the blue folder Premier provided.  Randy's name is no where in that same blue folder that Premier provided to us.       Since the letter of response by Randy to the Revdex.com, I have made several attempts personally to contact Mr. [redacted] by phone (left voice mails) and by text message and still have yet to hear back from him to schedule a meeting. The accounts/facts of the events stated by Randy are inaccurate and falsely stated.  I could list a rebuttal for each time he states and will if need be along with  providing documentation stating such, but would rather move forward with a solution.  I was hoping to have resolved these issues before today (hence why I waited until the last day).  I'm having difficulty doing so due to the lack of response on Premier's end.  I am unsure of how to close this out with a company who chooses not to communicate with me from the GM level now?  The superintendent has been left to handle the situation and is the one I communicate with on the pool, but he has not addressed any issues or resolutions.  I have been made to feel wrong for having filed a complaint, feel as though it has been my responsibility alone to somehow resolve the issue on my own and threatened with retaliation should I not close my complaint with Premier before meeting with them on a resolution.Regards,[redacted]
Regards,

Hello,We have been notified of the complaint.  [redacted] is no longer with our company and we haven't been seeing these emails.  As for the [redacted] issue we saw the mastic she is reporting about and it is in normal condition.  Mastic is not meant to stay in perfect condition....

 It is only meant to seal up the gap between the pool and the concrete.  As the concrete shifts from normal earth movement the mastic can move as well and small gaps can be created.  This cannot be stopped nor if redone will it stop it from happening again.  It is very minimal and really not something worth ripping out and re doing.  If it comes down to it we can redo it but 100% the same issue will arise again. Some customers expect perfection in all finishes around swimming pools, and we strive for that, but we know and most people know that perfection just isn't possible with man made products.  Let me know if we have no other choice but to redo it.  Thank you,[redacted]Owner, Premier Pools and Spas [redacted]

[redacted] & [redacted] are the current franchise owners of Premier Pools & Spas Austin.  We took over the franchise from [redacted] on Feb 1, 2017.   The complaint filed against Premier Pools & Spas (#[redacted]) is against work that [redacted] did for Mr....

[redacted].  When we bought the franchise, we did not buy any assets or liabilities. Thank you[redacted]    [redacted]Premier Pools & Spas - Austin - OwnerTel: [redacted] | Email: [redacted].com[redacted] - Austin, TX 78734

The supervisor and I met with the client and have asked for any unresolved issues and have addressed them accordingly.At this point we have agreed to move forward and complete the pool as quickly as possible. The plaster is scheduled for Wednesday 8-12 and the Sundek coating for Mondaythe 18th of August.I apologize for any delays .SincerelyRandy [redacted]General Manager

This is a basic summary of the problems I had with Premier Pools and Spas in Ontario, California.
I am a high school teacher, and father of three, who needed to build this pool for my water therapy for my disability, as well as a therapy pool for my special needs daughter.
I signed my contract in November of 2015 and the pool was filled February 19th 2016. The time frame is not the issue.
A few weeks ago (February 15th) I sent a personal email to the owner of the company, Dennis C[redacted]. I outlined all the problems I had with the build from the very first sub-contractor that stepped foot on my property. Dennis has not responded to my email as of yet. (3/6/2016)
The long and short of it is simple, the moment I handed them my last payment for the entire build (for plaster) I was handed a Contract Addendum that stated I had no problems with the build, and wanted to proceed. I wasn't going to sign, as the contract we signed originally called for plaster a day or two after that payment. Josh, the superintendent to the project, told me that the office told him that if I didn't sign it that they were not going to proceed with the plaster.
Wow! I was held hostage to having my pool finished due to normal complaints and requests. Below is the entire email I sent to the owner so you can see for yourself. What is sad is that when I pushed the issue of the concrete damage over 9 times, it wasn't until I contacted the owner, that Josh told me "read the small print bro". Well he was right, but he could have told me this one of the 9 times I asked him.
I believe the reason I was forced to sign this contract is simple, Dennis C[redacted] is going to reply to my Yelp review and say "customer signed a contract stating there were no problems with the build". What he will leave out is the part where I was being held hostage! Well played. The problems listed below were all taken care of, but not until I wrote the letter to the owner, and pressed the issue. Oh, and after I signed the extortion contract.
Josh actually admitted in a text that I have saved that "it is hit and miss when it comes to their sub-contractors". Really? What a great business model.
In short, my build experience was terrible, and I was extorted into signing the contact addendum to continue the build.

Premier Pools and Spas built Mr. and Mrs. [redacted] a beautiful pool. In fact you can actually watch  part of the episode on our website or the entire episode on the DIY network.They agreed to be on the show and were thrilled about their pool. Unfortunately they still owe us $1800, our attempts to...

collect the final draw haven't succeeded, therefore their warranties have been voided.I've included the draw schedule, once they pay us in full per our contract their warranties will be reinstated.ThanksRandy [redacted] General ManagerPremier pools and spas

Revdex.com Case #  [redacted]Customer Information[redacted]The contract was signed on March 7, 2015The HOA was approved for the 2nd time on 4-22, the HOA rejected the first submission.On 4-29 the client had the trees removed, we were responsible for the stumps only.The clients loan was approved on...

May 7th and our records show they closed on the May 20th.We were scheduled to lay the pool out on 4-29 but the client was having the trees so we rescheduled for 5-4.The fence removal and replacement was not on contract, Mr. [redacted] told the sales teamthe fence was in such poor condition that he was going to have to replace the access point.I have attached pictures of the fence, it is literally rotting and appears to be at the brink of falling down, the entire fence needs to be replaced. Per the contract we did not remove thethe fence so I'm not sure why we are being accused of damaging it.As is well documented May was the wettest on record and we could not dig any pools foralmost the entire month. Clients don't understand that not only can I not dig the pool becauseof the condition of the yard but dump sites are usually municipal dump sites and have dirt roads that cannot be accessed sometimes for weeks after abnormal rain events.We dug the pool on 6-1 and had to access from the driveway between the clients yard and the neighbors yard and we did damage the neighbors sprinkler system. The client had the sprinkler repairedand we deducted the amount from the payment due. We will also remeditate the clients yard at finalclean up at no cost to the client.We also did hit the sewer line which is not marked by Texas 811 and we have no way of knowing the locationof the sewer line. We were unaware that we had damaged it till the client told our Superintendent who informed them that per the contract we are not responsible for sewer lines, they have acknowledged that they were fully aware of their responsibility by signing and initialing the excavation lay out sheetthat specifically reiterates what both parties have agreed to per the contract.I have included a copy of the contract highlighting the specific areas of question and the excavation lay outsheet as well.The client was supposed to contact a plumber but informed my super the next day that he couldn't get anyoneto come out and could we contact our plumber to repair it. We did call our plumber but it took several daysfor him to make repairs because of other scheduling commitments.We have not charged the client for the repairs but I can certainly generate an invoice.The pool depth was incorrect, but that was because after it had caved in and had to be re-dug and muckedout at least 3 times,  because of the rain and wet conditions we were dealing with in June, the superintendentinformed the client of the situation to find out how the client wanted to proceed. They wanted to have the original depths per the contract. As a side note, we did not charge the client for any of the remediation whichper the contract is their responsibility. Note highlighted area of contract.To accommodate the client we had to remove the steel and re-dig the pool again to try and achieve the proper depths. The shallow end is correct and the deep end is at 7.9" so it is within the 5% variance allowed by the contract.The spa was not readjusted from 8' to 7', the contract had both 8' and 7' on it but the client and the sales teamhad settled from the beginning on 7', there is no difference in our price book for a 7' or 8' spa.I'm not sure what the client is talking about as far as the design," looking right", it's the design they agreed towith the sales team. The spillway apparently was supposed to have a stacked stone look but it was not on the contract or the planand didn't get conveyed to the construction team, even though it was not on any of the legal documents whichwe require, the sales team acknowledged that the spillway was supposed to have a stacked stone affect.When the sales team was informed of the concern, they immediately contacted the client and arranged for a face to face meeting to resolve the situation. We have a remedy but want to make sure again that we have a face to face to make sure we are proceeding in the proper way.We have 45 workable working days which is Monday through Friday to complete a pool barring any delays, that date starts at excavation,each day of rain extends the completion date 5 calendar days up to and including the 6th day.Since we have been under construction since June 1 and have had 6 rain days including tropical storm Billwe have only been in construction 35 working days and the 6 rain days add another 30 days on top of the 45 days.  We want to complete the project as soon as we can so we certainly won't push the job to our allotted time limit.I have not asked the client to pay for the numerous cave ins and muck out charges but I can ask the the owner to provide me with those charges if the client wants to proceed down this path.The most disappointing point is that none of my staff had any idea that the [redacted] were having issuesthat would cause them to feel they needed to involve the Revdex.com.They didn't convey that to any of my staff, they didn't contact me and I'm surprised that the Revdex.com would evenaccept a complaint without the client trying to work out a resolution with the manager of the company first.Our sales staff have numerous communications with the client that shows we were unaware of the situationescalating to this point. How can I address a situation that I don't know exists, how can you file a complaint without giving the companya chance to resolve your issue.SincerelyRandy [redacted]General ManagerPremier Pools and Spas