ComplaintsforPlatinum Pools & Spas
Pool Equipment
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/28/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
We contracted Platinum Pools and paid in full over $67k up front to build ** a pool. Since day one after they gladly took our money excuse after excuse has delayed our pool build. We were verbally told the pool would *********** months to build. The dig was completed in JULY 13, 2022. ******** came out and created the jungle of piping needed for all that is to be put in the pool and after that the steel was installed. Then the pool sat for 5 months with all the piping exposed and nothing more happening. I tried calling, left voicemails, left emails with no returned communication. I finally got through to someone via email requesting to cancel my contract and refund the remainder of the money or start communicating with about the next steps and when the project was going to be completed. After the back and forth arguing the person from platinum really didn't *********** and put in the process to void the contract but would not come out to discuss what remained of our money paid. I had another pool builder that finished up a build down the street and tell me how much was invested in what Platinum had performed. After more discussion with the Platinum representative it sounded as though I wasn't getting much back even though the other builder said a high **** of $18k that Platinum had in materials and labor. That would have left us with $49k remaining. According to Platinum we would only get $25k back. Fear of being ripped off and not getting money returned I had to plead with them to not void the contract and continue the build. They flipped the tables on me at this point making me feel threatend. I texted the ******* in which time I found out he no longer worked for Platinum and there was a new guy. I seen him twice in 2 months. I had to provide them with a shotcrete guy that had worked another pool of theirs after the excuse of 6 more weeks. I am constantly emailing, texting and calling. Now its been 5 weeks with no progression. Only to be told 70 pools in built to wait.Initial Complaint
10/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Beginning transaction was ***** of 2021. Paid them in full for the transaction September 16th 2021. Paid amount was over $48,000. Initial sales man, said the project would take about 7 to 8 weeks, after Initial dig. They started the dig late September 2021. No progress was made until February 2021. Despite multiple phone calls, emails and text messages. Of which were mostly ignored. From February to *****, they had made a bunch of appointments, to be at our house, and missed most and had to reschedule. May 18th of 2022, they completed most of the pool and had us fill it with water. **** their technician, came to the house, set the pump up, and left without installing a gauge on the pump. And didn't open up the chlorine deposit valve. July 15th I had informed them of some issues with the self cleaning pumps not working. A supervisor came out a few days later, said the skimmer and pump gauges were set up wrong, and that the pump Guage was missing. Told me to run at *** for a day, and send pics. I did. He said they would fix the pebble tech that was damaged from this. And get a pump gauge. They have not held up to this, and after weeks of attempts to get a hold of them. They responded saying that they would not repair damages, and they are unable to give us a date when they are going to get the pump gauge. Please help.Initial Complaint
06/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We went with this pool company because they were associated with our builder. They came in November, dug the hole then did not come back until February. We are at the point in the process that we are waiting for Shotcrete, but they are not scheduling the company to come to my area. They said they are at the mercy of the ****************** and have no control of where they will go, at the same time they let me know that the ***************** goes by the cleared inspection date. They have worked on other pools according to the superintendent that were cleared by the inspector after mine. They take no responsibility and offer no date that the pool will be completed and blame it all on other companies. In addition, I have not had a fence or even a temporary fence since November. I have asked multiple times for the fence to get repaired and every time they have blown me off. I have been paying for a pool since November with no completion date in sight. When I spoke with the superintendent today, he said there was no Shotcrete available this week for their company. This has been a very frustrating process, and I cant get an answer about anything from them or a set date. All I get is that Im close to being done, but no answer as to when.Initial Complaint
06/02/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
This company has continually promised to do work on specific days and has failed to fulfill these promises repeatedly. They have currently been promising to finish my job by doing a small area of turf that is part of the original contract. 7 times in the last 8 weeks I have been told by their scheduler or their superintendent that the work would be performed a particular date, none of which has been fulfilled. This is just the most current problem. But this is the final straw. I found today that they or their consigns have done damage to my property involving driving their steel sign legs into my irrigation system. Causing an ongoing water over usage for the last 8-9 weeks. I am attempting to have these ongoing lies and falsities remedied here, before going further. They need to step up to my contract which has now exceeded one year. I signed with them March 2, 2021. They have not fulfilled this contract, altho they have been paid in full. I am dome trying to remedy this issue thru them. My documentation is all text messages and emails. I don't know how to upload those. The screens hit of the texts speaks for itself. I've been trying since April 13th to get this done. Today is June 2 and I'm still.getting a run around.Initial Complaint
05/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Pool excavation started on 9/13/2021. We are having issues with getting our pool build completed in a timely manner. We have worked with office staff and multiple superintendents to help get timelines on the next phase and when the build will be done, but we cannot get any solid updates. We keep being told it will be done by this Friday, then next Friday, then the following Friday and still no progress. We have brought up multiple issues with the pool company that have not been addressed. And we will not be signing off on the build until issues are addressed - seems the company does not care. Current issues - Waterfall build - unfinished on right side - job not done properly, Travertine was laid 3 weeks ago and still no polymeric sand has been laid, causing the travertine to settle & shift, pool has 3 filter areas - all are rough and unfinished, coping tile on the east side of the pool was not secured down, mess from clean up crew left behind (pile of dirt/rocks in the street, sand spillage on our driveway, materials left in backyard - cinder blocks and an old suitcase the crew left). We need the company to address all these items that we've brought up to them (they are currently not addressing them and have seen no movement in 2 weeks). We also need eta on final electrical hook up, spring loaded latch for the gate, final inspection and pebble tech. We have tried multiple times (almost daily) to get updates from this company and we have not been successful - we are not at a loss which is why we are filing a complaint and seeking help.Initial Complaint
04/14/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Our pool has been under construction since April 19th of 2021. On this date of April 14th 2022, we are still missing equipment that should have been ordered 1 year ago including an Ozonator and an extension to the automatic water leveler. In addition I have requested multiple times over the last five months for Platinum to remove tape from the main drain in the pool.I have contacted Platinum including their owner ***** on an average of once weekly for almost a year now with no resolution to these issues. They continually tell me the equipment will be received in a few weeks, or months and keep kicking the can down the road.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
7 total complaints in the last 3 years.
0 complaints closed in the last 12 months.