We have a defect in our fiberglass pool. The clear coating is cracked. Thursday Pools was notified 8/31/23 because our pool is still under warranty. We received a response from them on 9/1/23 asking for more information about our warranty issue. I resent the photos and description to them again.
We were promised they would come fix the defect before the weather in West TN area turned cold, and we had to winterize our pool. We asked for at least a week or two heads up to be sure we were not on business travel and so we can drain the pool. We were told they would get back to us with a date within that week.
On 9/14/23 I received an email they will add my location to their repair map. I responded back to them that day asking them to please give me a time frame because we were getting loads of foliage debris in our pool daily and was hoping to close it up before the leaves began dropping really bad.
On 9/18/23 I received an email stating that they were working their way from the North of the country to the South before it gets too cold but they would contact me a week prior to my scheduled repair.
On 10/5/23 I received an email stating their crew has not been able to travel to my area because of scheduling OR weather but still aware my pool needs repaired. Our weather here was in the 80's at the time and no rain let me add. I responded back stating our work travel plans are picking up and we need to close our pool soon.
On 10/6/23 I received an email that they are working from the North South while temperatures are still favorable for repairs and that they may be able to get to me in the next few weeks.
On 10/7/23 I emailed that it has been several weeks and it's becoming winter in my area and we have put the cover on our pool but not yet winterized it. I asked them what their plan was for servicing us. I received a response saying "The plan is to reach out to us in Spring 2024 when you reopen your pool so we can schedule your repair. We do not repair pools when they are winterized. I will make note your pool is winterized and you will be on our list for next year.
I responded that our pool needs drained for the work. We have only covered it but can uncover it for work to be done. Let me know when your company is coming to do the repairs.
The service rep asked me to attach a picture of the invoice for the pool with the serial number on it to match the gel coat that will be used to repair the pool.
On 11/13/23 We finally got a text message from an employee who said they could come "this week" and that he would confirm the day and time. I told him my husband was traveling on business and was not here to drain the pool and that we would be available on Friday for them to come but next week would be better if that works for them. He said "okay I will tell my boss"
On 11/18/23 I had not heard from them, so I sent a text to the employee asking if he has any word for me. He responded "My boss needs to tell me when or somebody else, or maybe he's gonna contact you".
11/20/23 I sent another text letting him know I have not heard from anybody yet
11/21/23 I sent another text message with "??????" I asked that the company owner contact me. He responded "We can not do anything right now for the weather. We have to wait maybe next year". Again I asked the boss contact me or give me his name and number I will call him. He responded with the name and number.
I called his boss, Jonathan and left a voice mail. I still have not received a return call........................Today is December 1,2023.
we are more than not confident with this company. We purchased their product and we have a warranty. They blew off our warranty service call and apparently lack customer concerns and service issues. I would not purchase a pool with their name behind it ever again.
I will update this post as soon as our service request is fulfilled and keep this review current as it unfolds. Stay tuned. read more
