Premier Pool Care, Inc

Initially we were happy with the weekly service. We took a vacation for a week, which resulted in some leaves in our pool. We immediately received a nasty email saying we would be charged more for chemical costs. I went through every statement for months of the chemical use, and that cleaning was actually lower. It was just a rude way to tell us they didn't intend on doing the "extra work" of cleaning the leaves out. Which begs the question, what are we paying for exactly? Anyways.. I let it go. Then, this past Friday they came and the cleaner was here for 8 minutes. No exaggeration. I watched on my camera as he did NOT do any real cleaning. He did not add chemicals as claimed. He skimmed 4 leaves, and brushed about 5 ft of the sides and left. My camera time stamps show him arriving, 8 minutes of service and then speeding off.

We used Premier Pool Service for 2 1/2 years for our weekly maintenance and felt they did a great job in the beginning. The contracted services were completed as scheduled and we were able to enjoy our pool any time worry free. During the 2nd year we often times had to reach out to point out tasks that were missed, and they would be taken care of during the next service. We also noticed many of our visits were completed in under 10min which raised concerns as others have mentioned in their reviews as well. Last month, our pool was completely drained for some repairs and then I refilled it with city water from the garden hose. I let Premier know so that they would be prepared to re-balance the pool and add salt on the next visit. I never received an acknowledgement and when we got the service log, the chemicals were all mysteriously right in range with where they had been month to month. I emailed to ask if this was common, and to inquire about the salt levels and Diane was extremely defensive in her response. I replied back to clarify I was interested in knowing if this was common and to find out when salt would be added to the pool and was told the following: 'Not sure what to say but when Niki tested the pool, the readings are what they are.. She did not test the salt level and All lights were showing good. If you are not satisfied with this, then maybe we need to part ways.' Needless to say, after 2 1/2 years, we've chosen to move on and give our money to a company that actually performs the services as advertised.

have been a client of PPC for over 2 years. About a month and a half ago they told me that my "Filter Core Element" of my pool was broken and it needed to be replaced. I never even touched the filter my self or the core, they are the only ones servicing my pool, so if it is broken it could only have been broken by them. However since it was the first time they told me the core was broken and it has been over 2 years they are servicing the pool I thought it was wear and tear and decided to ask them to replace it. They sent me a quote... U$ 318.29 to have the core replaced. Something was telling me that was not right, they were asking for too much. I went on Amazon just to confirm my thoughts, the EXACT same core for my pool was U$ 124.99 ALMOST A THIRD OF WHAT THEY WERE CHARGING ME!!! So I bought it out of Amazon and kept it here at the house so the gentleman that services my pool would replace it for me on the next service. When he came he unmounted the filter element and removed the old core, but the ring that sits on the bottom was stuck and he couldn't remove it. He said he would talk to his boss Diane to ask her to send someone who could remove it. Then another 2 weeks go by and they never send anyone, the same guy comes over to service the pool and doesn't replace the core or even knock on the door to give me an update. When I go outside on the next service call he is performing he tells me that I would have to call Diane because they charge U$ 120.00 to have the core replaced. When I called Diane and spoke with her she told me that they charge because they have to send a technician out it is not something that the maintenance gentleman can do. Then I confronted her because the original invoice she sent me of U$ 318.20 stated the following: "No Labor Charge if Filter Installed Same Time PPC is Maintaining the Swimming Pool. It is time we replace the filter element for the swimming pool" She replied back saying that because I did not buy the part through them "which was almost 3 times more expensive than Amazon" they would have to charge me a service call of U$ 120.00 to send a technician over. I did my research and found a video on Youtube on how to remove the core element, to my SURPRISE there is actually NOTHING THAT NEEDS TO BE DONE except pry loose the ring with a pipe wrench. It will come loose and you can remove it with your own hands by pulling it up! Diane (owner of PPC) told me the person who was servicing my pool could not do it himself and it needed to be a "Technician", that the person who was servicing my pool did not have the tools, or time to do it. Guess what?! I was able to do it myself after borrowing a pipe wrench from my neighbor! I am not a pool technician and it literally took me less than 5 minutes to swap one filter core element for another! Long story short, this company is a rip off! They already charge U$ 105.00 a month to service the pool, once a week service and the maintenance guy spends less than 10 minutes at my house each time he comes. After paying them almost U$ 3,000 for service in a little over 2 years they were incredibly greedy and money hungry that they did not care they were ripping me off, charging me $ 318.20 for a replacement of a core that on Amazon costs $ 125.00, and then after they realized I figured out who money hungry they were and they did not care about ripping people off and purchased my own filter core through Amazon, they figured they could try to stab me for U$ 120.00 for a bogus "service call" that would require a technician to pull the ring portion out. Which is something that ONLY needed a single tool, a pipe wrench, and less than 5 minutes to do the whole work! I am cancelling my contract with them right now and would recommend that you stay away from this company, they will not pass on any opportunity to rip you off! Here is a little video I sent to the company owner: [*** Link removed ***]

I’ve been using PPC for the past 2 years. I’ve been questioning the job they do for the last few months. I noticed that my skimmer always seemed to have junk in it, even on the day it was cleaned. A month ago, I started putting a little ball in the skimmer to see if they were actually emptying it. For the next four weeks, the ball was never touched. They were also supposed to be cleaning my filter monthly. However, that has not been done. I decided to video them this morning. Two people showed up. One person dipped a net in the pool, and stood in one spot for about 30 seconds. The other dumped some muric acid in the pool, walked over to the skimmer, lifted the lid, looked down, and put the lid right back on. Didn’t bother to dump the skimmer. Then they were gone. In and out in about 60 seconds. For that little bit of work, I was charged $28.75. If you do the math, that’s over $1,700/hour. No pool company is worth that cost. They also charged me for brushing the pool (though a brush was never even brought out). When I contacted Diane, she argued with me about it, claiming they know what my pool needs and that they can get things done faster than others because they use two people. First of all, one person just stood there with a net in the water for the entire time, not actually skimming, just sitting there with a net. The other dumped some acid in and looked at the skimmer. At most, one person could do this in two minutes. Regardless, it isn’t worth being ripped off by these people. They have poor customer service and don’t do the job they were hired to do. I regret all the money I’ve wasted on them. If I could give them zero stars, I would.

I hired Premier Pool Care Inc to do the weekly pool maintenance on the pool at our home. They were responsible for keeping the chemicals balanced and keeping the pool clean (which included cleaning the filter cartridge monthly). They did keep on top of the chemicals fairly well, chlorine levels were a bit high but not terrible. That's about all the good I can say. The pool was constantly filthy with dirt on the bottom. When I requested that they vacuum the pool I was told they had done so, however when I got home that night it was still dirty. I was told that that was common "for that pool". When the tech came the next week I again asked him to vacuum which he did and the pool was not dirty. I should have had to demand the routine maintenance I was paying for. Then I noticed that the pressure on my filter was quite high (over 30 psi). So I decided to check the filter to see if it needed to be cleaned. Despite the fact that they were supposed to be cleaning it monthly it did not appear to have EVER been cleaned. See pictures that I have attached. The filter had dirt sitting on top of it, bands were broken and the entire filter was a mess! It was so far gone I didn't even attempt to clean it. I purchased a new one and the pressure on my filter dropped from over 30 to less than 10 psi. Then, to top it off. When I told them I was not going to renew the service at the end of the month, I was told that the tech would come for the last service (which I had already paid for) and they would leave the key when he came. I am not surprised that there was no sign of the tech that last week and no key. There was also no chlorine tablet in my pool as there was every week they had been out previously. When I asked I was told he "left it under the mat when he was there". Problem with that is... there was no key under the mat and the tech never came that week. I assume at this point I will never see that key again. Avoid this company.

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Well, I like to be balanced as much as I can, even though my scoring is reflective of the overall.

1. Very nice people, no doubt there. I only lowered their professionalism because when you are at my home doing my work, I don't expect you to be on the phone. The damage to my screening and the fact that my pool wasn't actually clean, was do to this. Please note, when you are at a customers, they are paying for your time, they aren't paying for you to be distracted. Cell phones to do not make it ok to do a shotty job and then use it as an excuse. Unless someone is dying, please turn off your phones and focus on the job at hand. in between jobs use your phones all you want.

2. They came early to get the job done which was fine with us, as long as it is done right I am ok with that :-) especially if they are busy and working hard to make everyone happy, good for them. :-)

However here is where the problems come in.

a) 157 (sorry this was actually for the first 1.5 months, not a month). Per month was I think 105. So why did we switch? The other folks just got so busy that they weren't able to always make it, that didn't work for us. So we switched.

b) Never once was our pool actually vacuumed, only skimmed (sort of) and then brushed. However, this isn't getting our pool clean. The daughter, whom again was super cool, did a much better job than the son, or the person whom supposedly came out this week (which I never saw).

c) Our pool was never actually clean. We were told to increase our pool running time to 8 hours a day. well this is clearly because they only brushed and pushed stuff to the middle of the pool (sort of) and not vacuumed. For me this really isn't ok. We've only ever had it on 4 hours and the other company kept it clean as heck by vacuuming, skimming and cleaning filters etc.

The sides of my pool are dirty, the floor is dirty, the steps are dirty. There is even some "rust" which I assure you, swear on the Pool Gods, did not exist until after they starting coming out. I am not blaming them as I have no proof, I am merely stating that my pool was never like this, nor did we drop any metal etc and I would expect, that it get cleaned, or at least mentioned to us. I was out of the country for 2 weeks, came back (it was after they started) and went.. what the heck, why is there rust in my pool. Again, never has it before

Now, we are paying more a month in electrical to run my pool 4 more hours every single day. The pool is not clean, and it costs me more a month not only for this "cleaning" but for my electrical

Lastly and the reason why I cut my service. last week when the son was out cleaning I heard him yet. I walked outside to see him writing a note for us, and a hole in my screen. He was holding his phone and the note, and said to me he was sorry but that he was on his phone "because he was so busy" and almost fell in the pool and broke through the screen.

Again my point above. You should not be on your phone when you are at my job. You don't go into a restaurant, and the waiter tell you, oh sorry I dropped your food, I was on my phone (personal or business doesn't matter) and dropped your food.

not only that, but he left really quickly after and left our pool in service mode (which I had to fix) and let the service box unlatched and open. Clearly shaken by the accident.

So while I was told it would get fixed, never once did I get a phone call to explain by whom, or when. I made several calls and never received as so much as a call back to tell me anything other than sorry, we are busy and will try to get someone out there tomorrow.

On top of all of this, the person didn't show up this week. I called to ask why. They said the gate code changed and couldn't get in. OK, firstly, we live in a gated community and regardless if other people give the codes away all willy nilly I do not. There isn't a reason too. You call our home and we buzz you through. Not rocket science. This didn't happen. When I called I spoke to an gentlemen on the phone and expressed my dissatisfaction with the fact my pool was not cleaned well the week before. Next day I was home all day, and our door into our pool is surrounded by a gated fence because of our large dogs. I locked it.. No one could possibly get through it.

I called today and was told someone had come out.. Well Friday was storm day beyond belief, and I was home and I saw no one. Our dogs didn't eat anyone, and my security cameras do not show that anyone came over.

Heck one time, our pool was "cleaned" in under 5 minutes.. and of course by clean I mean not really And when I say under 5 minutes I mean 4 minutes and I mean this 100000% seriously. It's all recorded. The moment they pulled up, came in, got setup, and left total of 6 minutes 43 seconds.

Heck I am fine if it only takes 3 seconds to clean my pool, but for 10% more than I paid the last people whom did a great job, and then I pay more a month in electricity I don't expect damage or to have my pool dirty.

Oh and I am looking at this pink booklet that came to my house. They have an advertisement in it. It clearly states that they do a 10 point check list. Bullet 2 says vacuum... Never ever ever ever happened at my house.

**Update, they did send someone out to fix my screen, so I do appreciate that. I However, because my gate was locked, the person jumped my fence... Not really what I would have preferred as they could have easily been hurt (badly). But it was fixed so thank you. Want to be fair :-)

Premier Pool Care is NOT a customer friendly service provider. It seems that their perspective is to 'screw the customer, before the customer screws Premier'. This type of attitude is NOT what anyone would want in a good partner to help manage pool care needs. The following are my examples of why I feel that Premier is NOT a Pool Care professional service to invest your time and money with:

- I decided to use Premier to replace my DE filter with a Cartridge filter and do some replumbing at the pump as they had strongly recommended. After their work, the old filter was left in my yard, with no effort made to take it out to the trash or dispose of it. The guys who visit my pool every week originally thought that they should haul the equipment away, but Diane the Manager, did not want them to expend the energy/effort.

- The work on the cartridge filter actually happened as the direct result of an ultimatum to change out the filter by Premier. Apparently, it was extra work to work on the DE filter given its age. So, they gave me an ultimatum to replace it or they will stop service. Well, I travel a bit, (and I was actually shocked/incredulous that it was in fact an ultimatum)... and I was late in going forward with the request. So, I realized I was late in responding to them based on the fact that my pool turned green when they stopped servcing it. No communication from them that they were stopping service at all. No final warning or anything.

- My pool was overflowed by a technician of Premier who did not mention to anyone in my household that they turned water on to fill the pool. Another lack of communication. Followed by no remorse at all on the part of Premier management regarding the incident when I informed them. No apology what so ever.

- Although Premier replumbed my pool pump, they did nothing to the leaking spa pump sitting right next to it. They did not bother to fix the minor leak at the spa pump either. They are not interested in the health of the pool or equipment, they are interested in getting paid (for poor work) from my perspective.

I would strongly recommend NOT USING Premier for your pool care needs. Management has an attitude issue that should be fixed. I doubt any change in attitude will happen, because it is obviously a life perspective that they have.

Premier provided excellent communication throughout the project. I highly recommend this professional group of people who performed flawlessly and in a prompt manner.

They are a good service and reliable. They are little pricey but do a great job.

They do an excellent job. They are always on time.

We just had a new pool constructed (so first service $ included in pool build). The 2 owners of Premier Pool Care showed up on time to turn on all equipment, install chemicals, complete a cleaning and teach me how to take care of the pool in a "pool school". The second sentence from them was to ask if I would take care of it myself so I was worried about a hard sell - the experience was anything but that. They were truly genuine and stayed until I was completely comfortable with everything. They did a thorough job teaching me about the equipment and showing me tip and tricks. They even provide a packet with detailed schedules and extra copies of tracking logs! Way more than I expected. Our pool is small (5k gallons) and with the screen we think we can manage it ourselves but if I need a cleaning company this is the one I will call.