I hope this message reaches the appropriate person and one who genuinely cares about their business and its customers. We recently had a pool constructed by your company in our new residence in McAllen. We didn't shop around and went with Premier Pools because we had previously worked with the company in Temecula, California. Unfortunately, this experience has been less than pleasurable for us. This is not to say the product itself is poorly constructed or doesn't meet our expectations. On that aspect we are pleased. Our issue is with the customer service/communication part. In the beginning communication was immediate anytime we addressed anything. However, as the project progressed, and most importantly, the last installment was paid, communication has been few and far between. Part of our pool included two fire/water features which are still not fully installed to this day due to back order issues. I can understand that given the current market situation. However, the work crew was here almost six days ago to install them when they realized parts were missing. Not one phone call from anyone explaining this to me and providing an update. Also, apparently it was discussed with us that the fuel source for this bowls was our responsibility which neither my wife or I recall. After reviewing the contract I did find where it is annotated. However, I would expect this to be reiterated as we got closer to that part of the project. Especially when several people from Premier Pools saw when I was getting our irrigation system repaired and preparing to lay down new sod. It wasn't until after the sod was laid, and the work crew, not the supervisor, informed me that gas lines were not ran. So now I'm in a situation where I have to pay $2,600 dollars to have a ditch dug in our brand new sod in order to run a gas line. I am in Real Estate and I go over things time and time again with my clients to ensure that nothing takes them by surprise until the transaction is successfully closed. My biggest question with this is, why do you offer these features if you don't have the appropriately licensed individuals to run these lines?? Makes absolutely no sense to me. My front gate has been repaired but I am still waiting for it to be pressure washed as promised as it was riddled with dirt and debris during the project. I have had two warning from the HOA about this to date so I guess I will just have to do it myself. Forget the service after the sale mentality. Lastly, last week was our first cleaning with our maintenance agreement with your company and again, not impressed. This we will definitely shop around for better service. Again, not sure if this will ever reach the appropriate individual but I hope it does. I have spoken to a couple of neighbors who love our pool but I cannot in good conscience tell them that our experience was great. Instead they may want to shop around as we should have done. This review if for Premier Pools Rio Grande Valley / Harlingen, Texas read more

Harlingen, TX location. Stay away!!! Zero communication. Service after the sale is is non-existent. They never have a plan and just keep saying, "It's a process"; "We do not have a plan, but will let you know". Never told me when and why people were coming to my house. Workers stayed until 10:30 pm and came at 5:15 am. Never did anyone communicate anything. My pool came defective and I had to tell them of the defects. My top step is turquois when it should be a dark blue, there is a defective white colored mark on the bottom of the pool, and my deck jets leak. I was also told on "Pool School" day (where they show you how to use the system (another catastrophe), the filter that supplied the chlorine and necessary chemicals to my pool was only good for the first 30 days (we were already beyond the first thirty days) and I need to purchase another one on Amazon for $150 every six months. Would have been nice to know in advance so I had one to replace it with. I am now without any treatment for my pool until the filter comes in. Be prepared to dish out approx. 10K above quoted price. Also, if it happens to rain and your pool heaves up out of the ground due to the water weight being offset you will have to pay for them to relevel your pool. I guess no one has come up with a way to stop pools from heaving our of the hole. The worst part is that when I paid for the pool to be releveled they did not relevel the jacuzzi. The jacuzzi and the pool were already connected together by the plumbing. so when one moves they both move. I have to point out the two+ inch difference between the front and back of the jacuzzi. Their fix since everything was already cemented in was to cut the two inches off the back or the jacuzzi to make it level. Simple engineering fix would prevent all of this. The deck drains they install do not get connected to any drain to move the water way from the house/pool. I had to ask about the open drain and had to spend more money to have the pool deck drains routed away from the house and pool. Another not their responsibility items. read more

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I signed a contract with premier pools on April 10th, gave 30% deposit the same day. Mr Ibarra said that my spa was going to be finished by may 10th, today is may 20th, and they haven't started. When I call, the receptionist answers, but she gives the messages to Mr ibarra, I have been told "next week " but it's never true. HORRIBLE CUSTOMER SERVICE, DON'T HIRE THEM! SAVE YOURSELF DISAPPOINTMENT. read more

Our pool is currently being built and we have to constantly call and ask for next step instructions. The recent step was pouring concrete and they made a mess on our neighbors property they have yet to clean up, it has been 3 days. We had to call them the following day and they cleaned just the drive way. When the cars are drove into the garage they carried cement residue on the tires leaving marks everywhere. Construction is already an eyesore but this just makes it worse. There is also trash left behind in the backyard. Everything mentioned in the contact that "might break" will. Sprinkler lines, internet cables, and any landscaping at the customers expense. Initially we had our water line broke and did not have water for 2 days in our home. I feel we have been patient, but I'm very disappointed in how the process is going. I requested an update on the new pool measurements that had to be modified after the dirt was already dug up due to the city of McAllen not approving the initial measurements, and have not heard back. We do get a reminders of when the payments are due and a follow up call to send payment. Hoping the outcome is good but I have little faith this will be completed timely. Do not recommend. read more