Premier Pools and Spas of Arizona
Reviews and Complaints

I'd give this company zero stars if I could. Basically, they started our project without even realizing that our sewer line was right there, which caused a big delay and extra money. Then, they hired a subcontracting company that was totally unresponsive and unprofessional. They would randomly show up and then disappear for weeks, and when they did show up, they got annoyed when we weren't ready for them. We've had so many other terrible experiences with this company. We even emailed the owner, Ryan, asking him to get in touch with us, but he never did. About 6 months ago, we asked for a repair on one of our projects, and we haven't made any progress at all. The assistant, Caitlin, keeps giving us empty reassurances like "we're working on it... I've reached out to them... They were supposed to be there sometime this week, let me check again." It's been over a year since we started this project, and we're still waiting for a solution. We're still not happy. I would never recommend this company to anyone.

I would've left a zero if I was able to. When I gave them a call about a project I had at my house, they never gave me a call back. So, I went into the office to speak with someone, but everyone was always busy. In reality, they were on their phones, not caring about anyone in the office. Finally, when we talked to someone and got all our dreams of our big makeover in our backyard, it took over a year for them to get to our home. They told me it was going to take 4-6 months, but it's been over a year and they still haven't finished the job. The crews that the company sends can't even communicate with me because no one speaks English. When I call the company, no one answers. I've seen three different crews here for the same company, A&G Landscaping (everyone in the crews had shirts with that name). A couple of the crew members were 13-14 years old. I would've never hired the company if I knew they were going to send kids to do my backyard. I would've bought my own kids and grandkids to do it. I'm going to have to hire a different company to finish the job because they didn't finish some stuff and also to fix some other details that aren't working. All they care about is money and they don't care about how the customers feel.

I hired Premier pools on 7/23 to build my pool. There has been lots of delays during the construction. I've been pretty understanding about it. But they asked for the final payment on 5/20/2022 to finish the pool, including the pebble sheen (pebble tec). I've tried to contact them many times to find out when it will be done, but they haven't responded. I even filed a complaint with the ***.

I gotta say, Premier Pools and Spas of Arizona really dropped the ball on our pool. They didn't finish the job, and now we're stuck with open service orders. And let me tell you, they left my property in a total mess. It's like they don't even care about responding to our calls, messages, or emails. It's been radio silence from them.

But here's the real kicker: they left our back gate broken for over a week. And get this, that gate leads directly to the pool from the outside. It's a safety hazard for both kids and neighbors. Can you believe it?

The ownership is just plain disrespectful and rude. They couldn't care less about being helpful. We've been dealing with problems for over 3 months now, and they haven't done a thing to resolve them. We've got a broken wall, a broken gate, and service orders that are still incomplete. It's been almost 10 months of this nonsense, and still no response from them. Can you believe the audacity?

In 2011, Premier Pools and Spas built our pool, offering a lifetime water holding warranty. We engaged a leak detection firm when the pool started losing 2-3 inches daily. Details were forwarded to Premier's corporate office, which then communicated with the now-closed local franchise due to the owner's demise. The Mesa franchisee may have acquired the local rights. A local pool service was dispatched by Premier Corporate for inspection, but we've had no further communication. We've been addressing this since January 2022 without success, despite numerous calls. The company's handling of the situation is appalling.

We signed a contract with this pool company in August. They started digging in November . The pool itself is done, but we're still waiting for our fancy waterfall pergola thing to be finished. Premier hasn't been good at keeping us updated. We've asked multiple times to meet or talk to the owner to sort things out, but he hasn't called us like he said he would. We don't know when the project will be done. We still haven't had a chance to do a walk-through and fix any little issues. We paid the whole *** amount before they finished everything in May . They have all our money, but the job isn't done yet and they haven't talked to us about it.

I signed a contract to have a pool built on 10/26. It's been 6 months and 1 week, and they've only worked on my pool for 7 days. I'm being generous with that number because it includes 4 days for excavation, 1 day for plumbing, 1 day for electrical, and 1 day for rebar. When we signed the contract, they said the pool would be finished by the end of March or beginning of April. We knew there might be some delays, but this is ridiculous. The excavation was originally scheduled for the first week of January, but it didn't happen until the end of January. Then we had to wait a really long time for plumbing, which we didn't know about beforehand. It took them 7 weeks to get that done. They said electrical and rebar would be done within a week, and while electrical was done on time, rebar took 3 weeks. Shotcrete was supposed to take 2 to 2.5 weeks, but we're now on week 5 according to the latest estimates. I just want my pool done, but it seems like the company wants to wait until 2022.

On 10/30, I signed a contract with Premier Pools and Spas of Arizona to build a pool. One of the reasons I chose them was because they offered a plumbing upgrade. They promised no 90 degree turns and instead would use 2 45 degree turns for better water flow and efficiency. However, after the plumbing was done, I noticed that there was a 90 degree turn in the plumbing between the pool and the equipment. I took pictures of this and brought it to their attention on April 12th. They responded by saying that they showed the pictures to the owner, Ryan, and he said it was correct. I accepted their response and thought everything was fine.

A few months later, I was talking to a friend who owns a pool company and I showed him the pictures. He immediately pointed out that it was wrong. I confronted Premier Pools and Spas about this and they admitted that it was a mistake on their part. However, they informed me that the pool shotcrete and pool deck had already been completed, so they were not willing to fix it. We reached an agreement that they would upgrade my pool with a saltwater cell to make up for their mistake, but it has not been installed yet.

I have already paid for the pool in full, but it is still not finished.

Me and my wife hired Premier Pools to build a lil' pool for us. The contract was signed on 4/16 and the sales guy said they couldn't give us a finish date, but mentioned it usually takes 'bout six months. But then when the site dude came to our crib, he said it's takin' longer. And when we started complainin' 'bout the lack of progress, they started sayin' it takes a whole year from the diggin' time. These changes were all said verbally, not written in the contract. The price we agreed on was $38,970.88, and we already paid 'em 90%, which is $35,173. We paid 'em right away every time they asked, and we didn't do anythin' to slow 'em down. We even had the owner come by to pick up a payment, and she promised certain things would be done two weeks ago, but nothin' happened. She said business is doin' great, they got double the contracts compared to last year, and they're hirin' more people. We were told we'd see more work and better communication, but we ain't seen none of that. We asked the sales guy and the owners to call us and fix this mess, but nobody's callin' us back. This should've been done by now, but we can't get any updates or answers from anyone. Just so ya know, I got a contract I can mail, but I can't scan or fax it.