Business Description:

Platinum Pools designs and builds custom inground swimming pools in Houston, Beaumont, Victoria, and their surrounding Texas areas.

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swimming pools & spas
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Charla's Review

Will Recommend

Price for Value

Total Experience

Krum, TX

Platinum Pools

Warranty

We were told that our coping and concrete around the pool had a 1 year warranty. Our coping is coming away from our pool, the auto-fill has never worked properly and there are cracks in our concrete, so I called Platinum in Houston after finally finding their number because they closed their Frisco office. I sent them pictures as they (Wanda) asked me to and I received an EMAIL that said it isn't covered. I received no phone call, just an email and i'm amazed that not only did they not send anyone to look at all of our problems but that they won't stand by what they told us. They sure called when they wanted my money to build the pool.

comments

We are so sorry that the customer has had some slight ground movement in there back yard that has caused 2 small hair line cracks in there decking. They aslo had some minor ground shifty which has made the mastic pull a fraction away from the pool. This customer after sending there pictures to us to look at, followed up with this e-mail.
Thank you very much. Please tell the owner that I have been very satisfied in the past with the way things were repaired promptly. I don't want our relationship to take a wrong turn because your company will not stand by your warranty. I want to point out to you that all of the cracks & seperations are only on one side of the pool.
Please express my frustration and tell him I don't want to call the BBB, create a website devoted to your lack of service, put a billboard in my yard or create 10,000 fliers to place on bulletin boards around the country ..but I will Thank you
As we understand the customer frustration we are very sorry that this type of crack in the decking and movement are not covered within our warranty nor any pool builders warranty. We did send the customer a copy of the warranty that we all agreed to. We hope the custoemr continues to enjoy there pool and if they ever have any true warranty items we will be there to take care of them.

Platinum Pools commented on 05/23/2011