Premier Pools & Spas of St. Louis

Initial Business Response /* (1000, 5, 2015/09/10) */
Contact Name and Title: J [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@ppas.com
Mr. [redacted] has been very difficult to deal with during the entire project. Nothing is ever good enough and he always has a different way he wants...

things done based on You Tube videos he watches on every single thing we have ever done. The bottom line is that we have completed all items in our contract and the pool has PASSED FINAL INSPECTION by St. Charles County.
Addressing the individual items he wants done...
1. Lower level seed & straw: This was not in our contract. Landscaping is by the property owner.
2. Grading by the pool equipment: We graded but he wants landscape gravel and additional drainage, which is not in our contract.He doesn't like that the heat pump drips water as normal operation but there is no drain available from the manufacturer. It is just the nature of the product.
3. There is silicone grout under the pool coping and glass tile that there is nothing wrong with.
4. The silicone grout is installed per industry practice and looks fine.
5. Polymeric sand: We have sanded the paver decking 3 times with different brands of polymeric sand and Mr. [redacted] is never happy with it. We also had a representative from the supplier, St. Louis Hardscape, visit the site and verify that the pavers are installed correctly and no further action is needed.
6. Grout discoloration: There is slight discoloration in the grout of the travertine stone coping and it is from the polymer in the polymeric sand of the pavers when it gets wet. There is nothing that can be done to prevent this. Chips and cracks are normal in natural stone and not a defect. We cannot pick through thousands of pieces of travertine to find the most perfect stone, It is shipped on a pallet and we cannot keep returning pieces that he doesn't like. Natural stone is natural, not man made.
7. Paver deck does not have to be sealed as standard practice. He saw a You Tube video where someone recommended it but our supplier said it isn't needed and was not part of our installation. Same with the travertine coping.
8. Auto fills are stocked locally with white lids and we can order a gray lid if he wants.
In summary, we have made many, many, trips and efforts to satisfy Mr. [redacted] and spent thousands of dollars to try to have a happy customer. All work was done by competent, experienced industry professionals. We finally realized that it is impossible to satisfy him. Our Revdex.com record speaks for itself after 10 years in business and hundreds of pools built. We always make every attempt possible to satisfy our customers.

Final Consumer Response /* (2000, 7, 2016/01/19) */