Premier Pools and Spas of Arizona

Great experience! We loved the staff, it was actually a huge selling point when we had our consultation. The price and timeline were on point, we actually had a complete project in less than the time projected. Our backyard is absolutely gorgeous and we get tons of compliments! Kieth kept us up to date on all of the progress and steps. Great Company all around!

The finished product is great, BUT it is only great because I was forced to manage the project every step of the way. It would take weeks to get workers onsite. I would then come home from work, and what they did was done wrong. (For example, framing! I am no contractor but just looking at the structure, you can tell right away it was not right.) I would have to take pictures and tell the contractor. He would come out to confirm it, and another week would go by before it got fixed. Our tiny 8x16ft pool turned into a 4+ month project because of all of the mistakes. No one double-checks the job site after each phase is completed, and I suspect that it is because they overload their contractors with projects so they can't keep up with the workload. But, when you point these issues out with management, they are quick to blame the contractor. Communication issues? Blame the contractor. Scheduling delays? Blame the contractor. Speaking of scheduling... Premier Pools is so afraid of people holding them to the fire if their 3rd party contractors don't show up on a specific day that they don't tell customer ANYTHING regarding scheduling. We have a dog, and when I tried asking Premier to give us a possible range of dates that people may show up for each phase so we can coordinate our dog situation, they refused. We'd wake up one morning and have random workers in our backyard! We would have hurry up and block the dog door. It was extremely stressful and a horrible way to start a morning for 4+ months straight. Premier Pools likes to think that they are great with communication because they have rigged their system to send out canned email blasts to customers on what "could" happen next on the pool project. The thing is about these canned emails is that it is not customized to the customer. There is a lot of unnecessary information provided that does not apply to MY project in the email. So the novel-sized email ends up hiding pertinent details that DO apply to me that I end up missing. My pool project included a firepot on our waterfall. Because of COVID, the pot is on a boat circling a harbor somewhere. Totally understandable; I get it. We are in a crazy time right now. My issue came when I got an email from Premier Pools with a subject line "Congratulations" you project is done with a link to a survey on how they did. Ummm, my project is NOT done. You still owe me a firepot. And you want me to take a survey? At this point, they have ALL of my money, and I have nothing that I can use to ensure I get my firepot installed. My grandfather is rolling in his grave right now. He taught me better. After pointing this out in my survey, one of their team members wrote back, appalled that I would ever question their integrity with a million apologies that I feel so unhappy with them, spouting off that "no one is perfect." She also casually jabbed the contractor again for the lack of communication.