I hope this message reaches the appropriate person and one who genuinely cares about their business and its customers.
We recently had a pool constructed by your company in our new residence in McAllen. We didn't shop around and went with Premier Pools because we had previously worked with the company in Temecula, California. Unfortunately, this experience has been less than pleasurable for us. This is not to say the product itself is poorly constructed or doesn't meet our expectations. On that aspect we are pleased. Our issue is with the customer service/communication part. In the beginning communication was immediate anytime we addressed anything. However, as the project progressed, and most importantly, the last installment was paid, communication has been few and far between. Part of our pool included two fire/water features which are still not fully installed to this day due to back order issues. I can understand that given the current market situation. However, the work crew was here almost six days ago to install them when they realized parts were missing. Not one phone call from anyone explaining this to me and providing an update. Also, apparently it was discussed with us that the fuel source for this bowls was our responsibility which neither my wife or I recall. After reviewing the contract I did find where it is annotated. However, I would expect this to be reiterated as we got closer to that part of the project. Especially when several people from Premier Pools saw when I was getting our irrigation system repaired and preparing to lay down new sod. It wasn't until after the sod was laid, and the work crew, not the supervisor, informed me that gas lines were not ran. So now I'm in a situation where I have to pay $2,600 dollars to have a ditch dug in our brand new sod in order to run a gas line. I am in Real Estate and I go over things time and time again with my clients to ensure that nothing takes them by surprise until the transaction is successfully closed. My biggest question with this is, why do you offer these features if you don't have the appropriately licensed individuals to run these lines?? Makes absolutely no sense to me. My front gate has been repaired but I am still waiting for it to be pressure washed as promised as it was riddled with dirt and debris during the project. I have had two warning from the HOA about this to date so I guess I will just have to do it myself. Forget the service after the sale mentality. Lastly, last week was our first cleaning with our maintenance agreement with your company and again, not impressed. This we will definitely shop around for better service.
Again, not sure if this will ever reach the appropriate individual but I hope it does. I have spoken to a couple of neighbors who love our pool but I cannot in good conscience tell them that our experience was great. Instead they may want to shop around as we should have done.
This review if for Premier Pools Rio Grande Valley / Harlingen, Texas read more