Platinum Pools

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Terrible

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Our entire experience after signing the contract was unpleasant. Our sales person told us that he was required by platinum pools to call us every week to check on the project. This was never done. When choosing materials, we chose a coping that had a square edge, when the pool was installed the coping had a rounded edge. When picking color for our pebble finish, we chose a blue color that had green undertones. When the pool was installed the color was not correct. I called and asked about it and was old the color we chose was the color that was installed. I asked what color did we chose? Again, I was told, the color installed was the color you chose. I had to dig up the paper work myself in order to get the name of the color. I again called and asked to speak to someone regarding the color of the pebble, I was told that the color would change once the pool was filled; this was not the case either. I took it upon myself to visit the showroom and once again look at the samples. When I arrived I took it upon myself to borrow the sample we selected and took it home to drop it in my pool and compare. It was not until I took a photo of the sample inside my pool showing the colors next to each other that I was able to get anyone at platinum pools to give me any response other than the color installed is the color you chose. At that point I was told a representative from the manufacturer of the pebble would come out to inspect. He called me after to explain that the color installed is the color that we chose, but that he could see the color difference between what was installed and the sample. He stated that the issue was the fountain in the showroom that was used to keep the samples wet. That there was copper inside that fountain that gave the sample the green undertones we saw when choosing a color and that there would be no way to match the color completely. I explained that this is platinum pools problem not ours. That we chose the color based on a sample that they provided and whether or not the color we chose was the color installed was irrelevant to us. If platinum’s samples do not match the actual product that that is their problem and extremely misleading, unprofessional, and negligent. He agreed and stated I should take that up with platinum as it was their fountain, and their samples. After almost four weeks of fighting I finally got platinum to replace the pebble in my pool but I had to fight endlessly and take my own time and effort to prove my case to them. Had I not done so platinum would have continued to tell me that the color we chose was the color installed and left it at that. If I’m paying you substantially to build a pool, we deserve more respect and consideration. Platinum was disrespectful, dishonest, and mean about the entire thing. Our Supervisor situation was almost as bad. We had three different supervisors over the course of the project. Never were we informed of a change. We found out each time when the cell phone we called to speak to our supervisor had been handed off to someone else. Each time, the new person was completely unaware of our situation and concerns. There was no knowledge transfer from one supervisor to the other, no notification to us that supervisor were changing, etc. Our final supervisor was a very nice guy, however it was pretty clear he did not know a lot about pools and had not been in the industry long. He did his best, truly, but I do not blame him. If he were inexperienced, he should have been trained by someone. I was never given a full operational overview of my pool. I was never shown how to drain my pool, etc. Platinum killed a magnolia tree in my front yard during the construction of the pool. It was explained to us while signing the contract that this could happen, that platinum was not liable, etc. However, the trees roots that were continuously run over by the back hoe could have been easily avoided by taking a slightly less direct route than the straight path they chose. I would still have my tree. All communication was inefficient and unprofessional. For example when I send an e-mail with 5 questions, each listed separately as bullet points, all five questions should be answered in the response. What occurred was the first response with maybe two questions answered. Then we would respond asking for answers to the remaining three questions, we might get one answer in the second response. This occurred throughout the entire experience. Conduct yourselves with some professionalism. If I ask five questions, I expect five answers the first time. Getting straight answers and information from your company should not be like pulling teeth. It should not be my job to make sure your employees are doing their job, to fight with them for the information I deserve as a paying customer. It is your job as a business owner to make sure your employees understand basic correspondence, how to respect your customers, how to address customer concerns without condescension and without being flippant. There were more issues throughout the process; these are some of the major issues I can still remember. It has taken me this long to respond so that I could do so without my feedback being filled with angst and four letter words. Nothing about the experience was pleasant. It could have been had we received proper attention, our issues addressed properly, we had been treated with respect, etc.

They did a wonderful job. The pool is absolutely gorgeous and we're very happy with their work. I would recommend them to anybody!

I am currently am working with Platinum Pools for the service of my pool. The team at Platinum Pools has always come through with any warranty issues. Just last week the team at Platinum was able to solve some salt system issues that I have been having. I love the service they provide and will continue to use them again in the future.

Excellent.

Fair. I caught a number of mistakes along the way. If I hadn't it would have been even more frustrating. Communication between various contractors was poor. Work was not well supervised. Picking up checks was not a problem.

Platinum Pools started out very professional and was great through the design phase. During the construction they where very disorganized and had great problems with construction scheduling. The quality of the work was good however and they stood by their work until all the problems where resolved. Unfortunately there were many problems including needing the plaster redone due to leaks. What was supposed to be a 30 day job (per their promise) turned into a 6 month project. If you use Platinum Pools insist on an incentive program to get the job done on time. A cash holdback is not the answer nor necessary as they did stand by their work even though they had been paid in full 4 months before the work was complete.

It took six weeks to do the work, and we're very pleased with it. They work was fine they were late in getting started sometimes and I feel the job could have actually gone quicker but at least the work was good. We liked them and they were very professional. They cleaned up well after themselves and we love our new pool. So far we have maintained it ourselves and are really enjoying it.

The main problem with the way Platinum constructed the pool had to do with changing supervisors. The sub-contractors were taking direction from too many different bosses. This caused confusion and slowed the building process somewhat. They also started six weeks later then they said they would. Once a sole supervisor was in place, things went much better. It took about five weeks to finish the pool. After it was done, it turned out fantastic. If they had been more organized, it would have been the perfect job.

Platinum Pools came out, and installed my below ground pool, which looks great. They didn't tear the yard up anymore then they had to. I've had a few minor problems, but they came out, and fixed them in a timely manner at no cost. Overall, they did a great job for me, and if I have to put in a new pool, I would call them again.

They did a very good job on my swimming pool. They started the job on time, and did it on my timeline. I was also building a deck at the same time, and they were accommodating to that as well. My pool is in ground. I do use it all the time, and when I have company over they even compliment on the work that was done.

The salesman kind of dropped the ball, as he couldn't get the permits, and we wanted the installation done for our son's wedding. To their credit, their manager took over, got the permits, and had the whole installation finished before the wedding. We were very happy with him. It looks good, and the finished job is great work.