Just want to provide an update to my negative review of this company. I was immediately contacted by the Christian (owner) which was shocking as it was a Sunday afternoon! He made arrangements to personally come to our residence and listen to our issues and make amends to anything that we thought was not done to our satisfaction. Christian was not aware we were having issues but apologized and personally took care of everything for us. He assured us that he has made changes in his organization to insure better communication and promised this would not happen again. We believe in him now, have the utmost confidence in Premium and would not hesitate to recommend them. Thanks' Christian!
We purchased a swim spa and took delivery in Aug 2014, we are happy with the product but had very little help setting up and initially adjusting water other than through the sales person we purchased from. She came out after hours and offered some help. This was a very expensive purchase (approx. over $30,000) initially plus another $10,000 plus in concrete work, electrical, crane etc. We don't usually complain but for the money we spent we have received basically zero support from this company. The first winter (Jan 2015) we had a small leak and called for service as it appeared to be a pump leaking and it was very cold (-20c) so we were very concerned. We were stunned that there was a service call fee (about $70-80 I think) before they would schedule a service call, this was only 5 months old after all. In hindsight there is a clause in the H2X warranty brochure stating reasonable travel expenses can be collected from purchaser, so though I think it's petty after spending that much money, they were in their right collecting this. Since we had to pay a service fee, we also added that there were a couple LED lights not working so fix them at the same time as they were under warranty too. Two weeks later (sub zero weather all winter that year) we had ice everywhere from the leak, our stone patio was heaving and no one had come to fix anything. We took off the cladding and determined it was leaking from a threaded joint that after isolating we found out was only cross threaded and fixed it ourselves on the spot. About 1-2 weeks after that, we were not home at the time, a service person (I believe a contractor to premium) called my wife's cell and said that he was at our house and "fixed" the leak and checked for any other issues and just wanted to let us know that everything was repaired and in great shape! My wife told him we had fixed the leak ourselves previously and asked if he had fixed the lights? He didn't know anything about the lights and his response was that we would have to pay another service call fee for that. We called Premium and advised them of our displeasure with the service to fix the leak and not fixing the lights. We advised them that we would not be paying another service fee for the lights and expected better service in the future. The lights were finally fixed about July that year after numerous calls which left us with no confidence whatsoever in the service department of Premium. No other issues until June of this year (2016) and the high speed jet would only turn on intermittently, then eventually, not at all on the swim side, I surmised it was the control switch. Reluctantly we called for warranty service and after a couple calls back and forth (and now the call fee is $146) in which their service person was adamant it was the pump but would bring a controller with him also, he said he would call when the parts were in. This took about 3-4 weeks but they called after 3 weeks saying they were just waiting on the pump. (on a side note, I don't know how this would all play out if we were waiting on a pump or heater that was crucial and it was the middle of January? big block of ice??) I removed the access panels before the service person showed up as I would be at work. My wife called me when he had arrived as he needed to know where the pumps for the swim side were, how to remove covers for weir gate, and access panels on the side (shouldn't a service person know this) and no idea of the functions of various controls. He spent hours at my house, replaced the pump which wasn't the problem and replaced the controller
which actually fixed the problem as I had suggested doing in the first place. when I came home the swim side was indeed working but my hot tub side now didn't work. There was an incorrectly installed weir gate and filter basket. I called immediately and complained but was told by the service person who apparently is also the service manager (same person) that it was fixed and I would need to pay another service fee for him to come back! He further stated that Premium should be charging $150-$250 for labour for the time that he had spent "repairing" our spa as labour was not part of the warranty which it clearly is as spelled out under the warranty. We asked to speak to his supervisor, owner etc. but he would not let us. Total incompetence is the only words I can say and we will never recommend Premium because of the after sale experience we have had.
