Lenni is a very personable guy and his company absolutely does good work at fair prices - really, I can't say enough about that and it is the number one reason we have tried to stick with him. Having said that, they have been unreliable in the past, particularly not showing up on the scheduled day or not showing up at all with no call or other communication.They did not show up for our scheduled 2014 opening this year and we were unable to contact them (Lenni's voice mail is always too full.) I do appreciate that they were very busy but please call to let the customer know what's going on. They did not invoice for the 2013 closing and my husband left many voice mails for Lenni trying to find out what happened but got no response. It was to the point that we thought maybe they had gone out of business.
We finally received an invoice for last year's work and thought we would take a chance with them again but, as stated, no one showed up to open the pool or even tried to contact us to say that they were running behind. We opened the pool ourselves and purchased a new heater and had it installed by some one else. We discovered a leak in the liner and, because we eventually received communication from Lenni apologizing for what had happened, we took a chance on him again, the leak was fixed satisfactorily. Out of loyalty we thought let's book our closing with them. To our surprise, we received an invoice by e-mail immediately upon booking and I just received a call from Sarah requesting credit card info before the work is actually done. Given the history of no show, late show and no communication I was very wary of paying up front (despite reassurances from Sarah that she would not charge before the workers were on my property.) I told her that it's not customary to pay for a service before receiving said service (do you pay for your restaurant meal before eating it or a haircut before the cut?) She stated that the company had many people who defaulted on payment. I can't help but wonder if those people are mad that Premier Pool Group didn't show up on time and then couldn't be contacted. I stated to Sarah that, given Premier's track record, perhaps she should be calling after the work is done and ensuring that 1) they actually came and 2) the work was satisfactory and THEN she should ask for credit card info. In the end, Sarah said that this is how they are doing business now and if I didn't like it, I was free to go elsewhere. She didn't seem to care that I would be posting this experience on Homestars either. So, really long story short, it's great that they have someone with whom the customer can communicate but it's not appropriate that they are charging up front before the service is provided given their track record. What assurances do I have that they will even show up?!!
LENNI, YOU MUST BE CONFUSING US WITH ANOTHER CLIENT!!! THE FACT IS THAT YOUR INVOICES WERE PAID ON TIME USUALLY WITHIN A WEEK OF ARRIVAL. WE TRIED TO CONTACT YOU REPEATEDLY TO ASK WHY WE HADN'T HEARD FROM YOU OR RECEIVED YOUR INVOICE FOR THE 2013 POOL CLOSING - REMEMBER, YOUR COMPANY DID NOT COMPLETE THE 2013 OPENING (WE HAVE THOSE EMAILS TOO,) WE HAD TO HIRE SOMEONE ELSE TO DO THAT. THE FACT IS THAT YOUR COMPANY IS DISORGANIZED AND UNABLE TO EITHER PROVIDE MUNDANE POOL SERVICE OR AN INVOICE IN A TIMELY FASHION (THOUGH, PERHAPS, THAT'S WHY YOU'VE HIRED SARAH? MAYBE IN THE FUTURE THIS WONT BE SO MUCH OF A PROBLEM?) I THINK OUR REVIEW OF YOUR COMPANY IS VERY FAIR - YES YOUR WORK IS GOOD, FAIRLY PRICED AND YOU'RE A GREAT GUY BUT YOUR RELIABILITY AND COMMUNICATION IS NOT. IN ORDER FOR THIS REVIEW TO BE PUBLISHED, WE PROVIDED HOMESTARS WITH A COPY OF AN EMAIL THREAD INITIATED BY YOU THAT CLEARLY SHOWS WE TRIED TO CONTACT YOU WITH NO SUCCESS. IN THAT EMAIL WE STATE THAT WE WERE RELIEVED TO HEAR FROM YOU BECAUSE WE WERE WORRIED THAT SOMETHING HAD HAPPENED. YOU STATE, AND I QUOTE, "Hello We're all good, don't know what happened there but thank you for the update, I did end up switching providers twice but kept the same number, may have deleted them when switching over and the "Porting Your Number" took forever with a few issues.When would you like to be scheduled in, I am sure your ready for some warm water and clear sunny day ahead." THERE IS NO MENTION OF ANY UNPAID BALANCE. THE FACT IS THAT WE HAVE PAID ALL OF THE INVOICES YOU'VE SENT IN A TIMELY FASHION BUT YOU WERE BUSY AND FOCUSED ON OPENING A STORE TO "BETTER SERVICE YOUR CUSTOMERS" AND FORGOT TO DO JUST THAT. GO AHEAD PAINT US AS DELINQUENT, BUT THE THE FACT IS THAT YOU NEITHER COMPLETED THE 2013 POOL OPENING NOR SHOWED UP ON THE SCHEDULED DAY THIS YEAR AND DID NOT PROVIDE ANY COMMUNICATION LETTING US KNOW THAT YOU WEREN'T COMING, EVEN WHEN WE MADE MULTIPLE ATTEMPTS TO CONTACT YOU. TWO OF OUR KIDS WERE HOME ON THE 9TH - THEY'RE BOTH ADULTS OVER AGE 19 AND ABLE TO PAY THEN AND THERE FOR THE SERVICE. YOU ONLY CONTACTED US AFTER WE POSTED A NEGATIVE REVIEW HERE. BTW, THIS CONTRADICTS YOUR EXPLANATION ON OUR OTHER REVIEW OF YOUR SERVICES AND IN THE EMAIL YOU SENT US AFTER WE POSTED THAT REVIEW (REMEMBER ALL OF THOSE UN-CLEARED FALLEN TREE BRANCHES THAT YOUR CREW WAS FORCED TO REMOVE BEFORE OPENING ALL OF THOSE OTHER POOLS?) YOU WERE THE ONE THAT MADE CONTACT WITH US EACH YEAR, NOT THE OTHER WAY AROUND AND, FOR THE RECORD, WE'VE NEVER PAID FOR ANY SERVICE PROVIDED BY ANY COMPANY BY POST DATED CHEQUE - ALWAYS CREDIT CARD, CASH OR A CURRENTLY DATED CHEQUE AND WE HAVE WORKED WITH OTHER HOMESTARS RATED BUSINESSES WITH NO ISSUES ON EITHER SIDE. MY HUSBAND WORKS IN ADVERTISING AND OFTEN QUOTES THIS STATISTIC "FOR EVERY ONE PERSON THAT COMPLAINS THERE ARE TWENTY SIX OTHERS THAT WANT TO BUT DON'T." A SMART BUSINESS TAKES A NEGATIVE REVIEW AND USES IT TO IMPROVE THEIR SERVICE NOT ATTACK THE CUSTOMER. THERE IS ANOTHER NEGATIVE HOMESTARS REVIEW OF PREMIER POOL GROUP AND YOU USED THE SAME TACTICS IN RESPONSE TO THAT ONE - ATTACK THE CUSTOMER RATHER THAN ADMIT THAT YOU DROPPED THE BALL. INITIALLY I TENDED TO THINK THAT THAT REVIEW WAS NOT TRUE BUT AFTER SEEING YOUR RESPONSE TO OURS, I HAVE NO DOUBT THAT THAT CUSTOMER IS TELLING THE TRUTH. LENNI, BILL AND I TRULY WISH YOU GREAT SUCCESS WITH YOUR NEW BUSINESS VENTURE AND HOPE THAT YOU AND YOUR FAMILY ARE GRACED WITH HEALTH, HAPPINESS AND GOOD FORTUNE. PLEASE USE THIS REVIEW AS IT WAS MEANT TO BE - A WAY TO EXAMINE HOW YOU DO BUSINESS AND IMPROVE AND GROW. AS A NOD TO YOUR MORE THAN SATISFACTORY PAST SERVICES, I'VE INCREASED THE STAR RATING TO FIVE AND I HONESTLY THINK THAT THE SERVICE YOU PROVIDE FOR LARGE AND COMPLEX JOBS IS SECOND TO NONE AND YOU AND YOUR CREW ARE REALLY ABLE TO OFFER INNOVATIVE SOLUTIONS TO PROBLEMS, NO ONE SHOULD HESITATE TO USE PREMIER POOL GROUP FOR THESE TYPES OF JOBS! BUT I WOULD NOT BE ABLE TO RECOMMEND THIS COMPANY FOR MUNDANE POOL JOBS SUCH AS OPENINGS AND CLOSINGS AS THAT IS WHERE THEY FALL DOWN. AGAIN, I'M NOT WILLING TO PAY IN ADVANCE WHEN I CAN'T BE SURE THAT THE COMPANY WILL SHOW UP.
- Approximate cost of services:
- $240.00
- What could this company do to improve their services?
- This company needs to improve reliability and communication with their customers. They should charge for their work once complete and satisfactory to the client. Given their track record of no-show and no communication, I am not comfortable pre-paying for their services.
- Any advice to offer fellow homeowners facing a similar project?
- If they are comfortable pre-paying, then go ahead. This is basic pool maintenance which anyone can learn to do and other companies offer the same service for about the same price as this company.
- Company Response
Lets be 100% honest here Bill & Maria so the readers of homestars whom value there services get a clear perspective on the over all experience for both of us,meaning you the client and Premier Pool Group, the service provider.
Job #1
You were given a written estimate on July 28, 2011 for the total of $3350.31 to repair your above ground pool which was built incorrectly and had fallen apart. Your Invoice was paid on Aug 1, 2011. (Cheque # 295 for you records). You gave us a 10/10 on homestars.Job #2
We closed your pool Aug 29, 2011 for $288.83, our invoice # 228 was paid by post dated cheque Aug 30, 2011Job # 3
We opened your pool on June 11, 2012, our Invoice # 368 for $310.75 was paid 19 DAYS LATER. (Chq # 325 for your records)Job # 4
We closed your pool on Oct 3, 2012 on Invoice # 517 for $203.40. You paid this invoice with a post dated cheq 6 days later. (cheq # 330 for your records)Job # 5 - Here is where you need to pay attention!
We opened your pool on May 9, 2013 on Invoice # 624 for $203.40. We sent you a copy of this invoice AGAIN on June 13, 2013. We never recieved your payment although you did schedule a opening and have a invoice outstanding that you are very aware of. However you let it slide and contacted us only when it was time to close the pool, ignoring the previous balance outstanding!
Job # 6 - You still have a balance OWING
We in good faith closed your pool on Oct 11, 2013 on Invoice # 913 for $203.40.
To make a long story short, you now owe $406.80 to a small business whom only employes staff with a minimum of 5 years experience so that we know that the job gets done right the very first time, and as your first renovation with us.... most importantly in a timely manner to your satisfaction. This you stated in your first review on July 28, 2011. The fall had come and gone, winter came and we left for the season to Mexico as we do every season and even sent you & other clients additional copies of balances owing from Mexico. Yes we work from Cancun Mexico too, we dont stop just because there is snow on the ground.10 MONTHS & 16 DAYS LATER we finally received your payment of $406.80 on March 25, 2014 (Chq # 341 for your records). Not because we had to threaten to place a lien on your property or send you to a collection agecy for payment, but because all of things, you needed your pool opened again. So you called, played like you hadn't recieved any invoices although our system shows us when the email was opened and recieved, in your case multiply times, did you finally send in your payment.... 10 MONTHS & 16 DAYS LATE
Job # 7
We were scheduled to open your pool on May 9th, however no one was home to pay for the opening at the time of service as we indicated since 2011, we need to be paid and a cheque can always be left for us in the mailbox or with the pool equipment. Many clients do this or pay by credit card once the job is done. When our Team 3 arrived at your home, no one was home, no payment was left behind, and yes we redireced that team to come help Teams 1 & 2 as they were behind schedule as we had a opening to do prior to your pool, where the client didnt tell us a tree had fallen into their pool over the winter. So as you are familiar with our service we dont leave a job until it is done and completed, before starting the next. We left you a door knocker saying we did stop by but apparently you didnt see it?
Seeing that you have no credit with us any longer you felt is necessary to write a second review and give us a 1 out of 10. Funny thing is you called us immediately that night after giving us our first negative review without telling the correct story to say your pool was leaking after YOU had opened it and pleaded with us to come and find the leak and repair it.
Job # 8
After reading your misleading review which you have since edited we did decide to help you out after all the things weve done for you, including rescheduling several pool openings the following morning so Jodie (my wife) could attend you property and repair your leak.
For the record, leak detection with a full scan of the liner and pressure testing your plumbing is normally $395.50 Taxes Included with mostly all other companies, including us. We only charged you $169.50 and repaired it the same day. Thanks for increasing your 1 out of 10 score to a 5 out of 10 score for a damage YOU did opening your own pool.
Job # 9
You asked us to close your pool, Sara at our office whom is taking the calls these days as I am not always available, sent you a copy of a ESTIMATE in writting of the cost before hand so you would again have it for your records. When she asked you how you were planning on paying via cheque, e-transfer or credit card, Maria decided to give Sara attitude on the phone, questioned her professionalism, and even made a threat to her to write a negative review on Homestars, which is this one, that they were not willing to pay for a services until the job was done. Sara stated that because past invoices were not paid in a timely manner that a credit card number needed to be on file only as a back up.
And here we are today HAPPILY not providing services to Bill & Maria of Etobicoke any further as we have several other clients whom would rather have professionals servicing their pool needs, rather than stuck back at the office trying to collect from client whom DONT pay there invoice on time.
Lastly, this review & response will be sent to homestars for verification. As Homestars policy is ONLY a review can be written once a transaction has occured. This review is your opinion and not fact based as our responce is, and we have the records to show for it.
In all reality I could care less if Homestars' flags this review, rather leave it here for all to see, so other contractors are aware of your ways with payment history and online tampertantrums and that also the real Homestar clients who are searhing for quality workmanship can see our tranparency.