Customer ReviewsforThomas Pools - N - Spas

We signed our paperwork on February 25th, 2022 - thinking this would be plenty of time to have the pool done by June. Nope! Our pool was finally completed on July11th. For a business being in business for 15 years, this company is a joke.We understood from the beginning that we had an unusual backyard, as it is tiered. But we waited over a month on Engineering for them to simply come back and say the rebar just needs to be reinforced. Well duh! It took a month to come up with that??? Dig crew finally came, and was fine, except that garbage was left for us to clean up.Next part was rebar. The first crew to show up seemed drunk. They had bloodshot eyes, were slurring their words, and stumbling. They didnt want to take down the fence to unload the materials. We told them to leave and then texted Kaytea, the project manager. She assigned us a new crew, but we would be bumped back a week, Guess no good deed goes unpunished!Kaytea Thomas is the Project Manager for Thomas Pools & Spas. She does not know what she is doing. She lacks customer service and communication skills. She doesnt know how to deal with upset and authoritative customers. She has no idea how to schedule. Essentially, she has this job because her parents own the business. Even now after the pool is done she has yet to be out to the site. Shepawned us off on to **** and ****, both who are sales guys and have that job to do. Gunite crew was out the beginning of May. This crew broke part of fence and left trash and debris in our walkway. When we told Kaytea about the mess left we were told its a process and dont touch anything in the construction area. Well, our walkway is not in the construction area and s

When we told Kaytea about the mess left we were told its a process and dont touch anything in the construction area. Well, our walkway is not in the construction area and should have been cleaned like we were told would happen when we signed papers. Now we have been passed on to Becca, who schedules from tile to finish. Concrete would be next, and the concrete guy wanted to see the project to gauge what he would need. Ok, but then we were stood up twice. The pool was over dug from the beginning and now we need a new plan to make everything flow with what is existing. On 5/25 a gunite guy and a Thomas Pools & Spas person were to supposed to show up. Nope! Yet more time of ours wasted. They did finally show up the next day to come up with a plan. We were told in April it wouldnt be anymore then $2500. It ended up being $4000! We were even told that Thomas Pools & Spas had to eat $1000 in stone to make this right. only to find out that they really didnt because no extra stone was needed. Tile would be scheduled next. When asked we were told sometime this week. This is literally how this company schedules. Nothing is set in advance, and it is very frustrating for a homeowner. When did tile show up? The next day and we were not informed. Now getting into the 3rd week in June and were told itd be finished soon. We ask again when pool equipment will be set up. We always had to ask about scheduling. Not sure if anything would have even gotten done had we not take the initiative to ask. Now apparently Kaytea schedules the sub-contractors and Becca schedules with the homeowners. After waiting five days the pool equipment was installed. Now there is a question about electrical, which was also known from day 1 - now we are losing more days. We now notice the pool equipment was even bolted down and the water line for the pump hadnt been done.Once plaster gets done we get yet another shock. We cant swim for 10 days!! This is definitely something that should be disclosed at signing. Weve had a pool before and never had this told to us. Also, pump has to run continuously for several days. One more thing that should have been disclosed to us, especially with the price of electricity. We are now into the start-up part of this fiasco. The service tech gets scheduled through yet another person in the office. Yet again, scheduling is a joke. We waited twice for scheduling only to be told shortly before he showed up or ended up not being scheduled at all. Again Thomas Pools & Spas likes to waste your time. ****** the service tech is a very nice guy and knows what he is doing, but the lady that schedules him is a joke.In addition, when we signed our paperwork, **** told us we would get two weeks of pool cleaning service as part of getting the pool. Nope! Becca informed us we would just get 50% off. No one is on the same page at Thomas Pools & Spas. Less than a month and a gasket from the skimmer gets sucked up. We are told thats ok, its not needed. Pretty sure gaskets are there for a reason. Plus we know have chunks of plaster coming off from the bottom. Contacted **** and he said hed get back to us. Two days later, and after we texted yet again to let them know we were unhappy, we get the response the plaster guys will contact you. This is obviously not something we can fix and should have never happened, especially since that was the best crew. We then get a response from ****, the owner, stating At this point on youre not to contact any of my employees from here on out . . . Which would be fine, had he actually gotten back to us. If you are thinking of getting a pool, find a company who wont waste your time and is more organized and more customer centered.

Hello ********************** you for taking the time to share your feedback with us. Im sorry to hear that your experience hasnt met your expectations. It seems as if your project was on track until additional engineering needed to be done, we have no control over how long that takes. Unfortunately the interaction between you and the project manager became concerning and in the interest of our employees well being, we removed her from your project and we believe this is where the breakdown in communication may have happened.We have addressed all of your concerns in a timely manner, if you wish to speak on this further please contact **** at the number you have for him.Ive shared this with the team so we can make our customer experience a little better. Please do reach out to **** if you have any further questions.

***UPDATE*** **** met with the homeowner (*****) today 8/9/22, Plaster is under warranty and will be remedied this winter, per customers wishes. Homeowner stated multiple times how happy they are with their pool. So, we are a bit confused with the review!