PREMIUM SPAS & BILLIARDS

The Tub became available sooner than estimated and since I did not have a pad constructed Charlie was able to recommend a handyman and son team to get it done. Handyman Chuck Moeser and his son built the pad however the form they used allowed the concrete to stick which left unsightly gaps. My mistake was paying for the job ahead of inspecting the pad. Chuck tried to mitigate his errors by saying I had other imperfections in the paver area near the pad. Chuck refused to make me happy upon my dissatisfaction and that was not a good impression. After he left I noticed that sand had been used to fill in other cavities and I was not pleased. I repaired one corner gap and later e-mailed Chuck several times to come back and patch the other gaps. Chuck did not respond to my e-mails. I called him and he said he was too busy. I learned later that I was not the only customer that complained about this issue. Chuck also promised me an invoice but he failed to prosecute on this as well. Charlie said he would contact Chuck and get back to me but he never did nor responded to my email request to follow-up.

I needed my pool table moved from one part of my basement to another -- it's a large, open space, and I needed the table moved about 15 feet. I got my Jacuzzi from Premium Spas and Billiards, so I thought I’d call them for a quote to move the pool table. On October 10, 2013, David at the Sterling store gave me a verbal quote of $299 to break the table down, move it, and reassemble/re-felt it. He said it was better to do it that way, rather than slide it intact. I told him I'd think about it and get back to him. Ten days later, I called him back and reconfirmed the price. David took my credit card number, charged me $299 right away, and emailed me an invoice. He told me to expect a call from the store later that day or the next day to schedule the move. At the end of the second day, I still hadn't heard from the store, so I called and spoke to David again. That's when things started going south. David said his manager had "given him grief" over the quote, and said they're not sure they could do the move for that price. I said I had already been charged, and we ought to be talking about when they're coming to do the work, not re-negotiating the price. He said I could feel free to cancel in that case; I asked to talk to someone else, and he suggested I call Customer Service. I called Customer Service (in Chantilly), and spoke to Chris. Chris basically threw David under the bus, and said David doesn't move tables, and had no business quoting that price. I asked if he was going to stand behind the price, and he put me on hold. He came back and said he was going to "take a gamble" that the pool table would not have to be broken down, but could just be dragged across the basement. He asked what kind of floor I have, I told him hard wood, and he said they'd use sliders. At this point I was pretty skeptical and asked how long he thought that would take. He said 15-20 minutes. I balked at paying $299 for 20 minutes' worth of work, and he put me on hold again. He came back and said he'd either slide the table across the floor for $250, or do the break-down and rebuild for $425 - despite the fact that I had an invoice - and had already been charged - for $299 for the latter service. I reiterated that, he apologized for "any confusion", and then essentially said it was all David's fault. I told him I wanted to cancel the deal - he asked for our credit card number, and assured me the $299 would be refunded the next day. The next morning, I contacted the company owner, Charlie Rynex, and sent him a copy of the invoice. I explained how frustrating the experience was - his employee made a deal, I paid the money, I never got a call back and had to call to follow up, and then had two very frustrating conversations with his employees -- all only to be told the price would increase by $126. Charlie essentially put it on me that I had changed the terms on David. I explained that was just not the case at all -- that the terms and price paid were all on the invoice David sent us. He essentially said, "Whatever. We're sorry, we screwed up, we're giving you your money back", thus reaffirming my decision to never deal with Premium Spas and Billiards again.

They did what they said they would do. It was a big piece of equipment. They were on time and knew exactly what they were doing. They had lots of experience. It took them less than an hour to pull the spa from one place to another and drop it in place. I called around and they were competitively priced. They came with the proper staff to do so. They didn't try to send one person to move a spa. I would absolutely use them again.

They came out today to do some maintenance on it because one of its part was not working. They ordered the part and brought it out but they'll gonna bring another part next week because they weren't satisfied with the result. They have a good service. They don't charged me for the maintenance service.

Excellent company, they showed up on time, worked with our main company ( Patio enclosures) to coordinate delivery and setup showed up when all was done. Charlie (owner) was very responsive had an excellent memory of our initial visit and helped us out tremendously Chris (manager) did a good job with installation, and answered all the questions I had offered tips and tricks as needed