Thunderbird Pools and Spas

The work described in my previous post on 2/14/20 was completed to my satisfaction.

I have waited to write this review as we have had trust that Thunderbird Pools and Spas (TPS) would do nothing other than what they had told us in September 2019, which was replace the “bad batch” of pavers which they had installed in 2018. We have had two pallets of replacement pavers in our front yard for nearly three months. I feel I have no other option at this point but to issue a timeline of the following facts in hopes of prompting action and warning others. 2017 TPS advises that the stone pavers that we had chosen were not available any longer, however, to compensate us for this, they offered to “upgrade” us to Oasis marble pavers, coping and slabs at no extra charge. We asked to see pictures of the installed product though were told that “it is a new option and we were going to be the first ones to have it installed.” We were shown one 12”x12” coping sample piece in the office. A change order was signed 10/3/17. Per Original contract, square footage of area for pavers was noted as 377 square feet (6”x12” size). Project start date 11/2017 2018 2/20/18 Install completion & Pool Startup date 7/26/18 Call to TPS stating that several pavers were needing replacement as they were excessively deteriorating, flaking, cracking, pitting after only five months time. This is common for travertine, but not for marble as its formation in nature and chemical properties are different; it is a denser, harder natural stone. Email to warranty department at TPS stating my concerns with the quality of the pavers, including pictures. Quote from this email dated 7/26/18: “...we are somewhat concerned. Our fear is that most if not all of the pavers will start to deteriorate. When they were installed there were only a handful of pitted stones and now it's close to half of them.” 12-15 pavers replaced 8/2018. 2019 8/29/19 Email to TPS relaying a continuance of degradation of approximately 80% of the pavers and need for resolution (email included a sample of pictures). 9/13/19 James Mallory (Service Manager TPS) came to inspect the pavers. He said that he would need the General Manager (Lee Varner) to come take a look at them personally. Received a voicemail from Lou in TPS warranty department stating a meeting was scheduled for 9/18/19 at our residence with James Mallory (Service Manager), Lee Varner (TPS General Manager), Patrick (authorized representative from manufacturer/supplier of the stone, Monterrey Tile Company), Arturo (Lead Installer) and myself. 9/18/19 James and Lee from TPS and Patrick of Monterrey Tile arrived to inspect the pavers. (Arturo was here briefly to observe what decision had been made so that he could plan for removal and installation.) Pavers were inspected and deemed “a bad batch” by Patrick of Monterrey Tile. He approved full and complete replacement of all Oasis pavers supplied by Monterrey Tile as well as sealant for the replacements to prevent a recurrence of the issue. He stated Monterrey Tile would be covering the cost of this. Patrick made a call to his office to verify that there was a sufficient amount of this specific style (Oasis Marble Tile 6”x12”) to accommodate a full replacement. He stated that yes, there were enough available and that he would be delivering more than what our original order was for. I was advised at this time by TPS to mark which tiles needed replacement with a Sharpie marker so that “the guys [installers] won’t miss any” and because “the pavers will just be pounded out and cannot he used again anyway.” 10/16/19 Voicemail from Lou at TPS stating, “Arturo checked with Patrick, he’s actually out of town and will not be available until the 28th [October] then at that time we will get the product and Arturo will be able to tell me when he can do that job... I can’t do anything sooner as I have to have Patrick here.” 11/5/19 Voicemail from Lou at TPS stating that the pavers will be delivered 11/12 or 11/13/19. 11/13/19 Two pallets (approximately 800 pavers) of Oasis Marble 6”x12” pavers delivered. Email to TPS stating I looked at a handful of the new pavers and had concerns that they were also not suitable for install. I did state that I had only looked at couple of them and that I would look through a more representative sampling and get back with her. 11/18/19 Email to Lou in warranty department with further pictures of new pavers. 12/19/19 Lee and James came to examine the pallets of replacement pavers. It was deemed that they were acceptable and should not degrade in the same manner as the others since they will be sealed. I still expressed concern that they would be suitable because these newly delivered pavers may have been from the same “batch” as the degrading ones. I was advised that this specific style was no longer available and the two pallets we have awaiting installation are the only ones available. Lee did offer to bring by a brand new sample of a different marble from Monterrey Tile to see if the colors were comparable (that they would match the 12”x12“ coping tiles). 1/6/20 Voicemail from Lou at TPS stating Lee was on his way to our residence to bring a new sample paver from Monterrey Tile that could possibly be used as a replacement in lieu of the replacement Oasis pavers. Unfortunately, the color was not comparable nor desirable so it was decided that we would opt to use the Oasis pavers that had already been delivered. We were not given any other option. 2/5/20 Call to Lou at TPS to find out when the installation is scheduled. I was advised that TPS would be arriving on 2/7/20 at 10:30. It was our understanding that removal of all pavers would commence on this date and installation of the new pavers that were delivered in November 2019 would likewise immediately follow. 2/7/20 Lee and Arturo arrived at 10:30am without an installation crew. Again, the degraded pavers were inspected by Lee and Arturo without explanation as to why. Arturo marked (with tape) 63 pavers of the approximately 350-400 that I had already marked. This is not what we had previously agreed upon in September nor what, for the past several months, they had lead us to believe was the resolution. In regard to the Sharpie that was used to mark the pavers (as was instructed by TPS in Sept 2019), Arturo stated, “we can use gasoline or acetone to remove it.” He further stated that “the pavers won’t get any worse than this.” Additionally, Arturo mentioned that he is “the owner of Thunderscapes” (an affiliate of TPS who installed the pavers). However, no one by this name is listed under Thunderscapes current license number ROC # 317277 nor under their ACC number L22265439. Both licenses are held by Cohl Workman, who is the owner of TPS (ROC 300334). I have watched the pavers degrade since July 2018 (five months post initial installation) when I first voiced my concerns and several pavers were replaced. It was the opinion of Monterrey Tile’s representative in September 2019 that the entire batch was unsatisfactory and subsequently two full pallets were delivered on 11/13/19. Now, we are advised by TPS that we will be ”limited to 75” of the 800 pavers that have been essentially “stored“ in our front yard since November. It has taken nearly three months for the initial Sharpie markings to somewhat fade; not replacing the pavers that I was advised to mark in permanent Sharpie marker by TPS would not only be unsightly but also would mean they would potentially be sealed with the markings still on them which is not acceptable. Additionally, in comparing the replacement pavers with the ones currently installed, there is a significant color difference. Replacing a portion of the pavers and then sealing all of them (to at minimum, preserve the integrity of the new ones) would leave a “checkerboard appearance” which clearly is not desired. The colors would never “even out.” The warranty reads: “TPS warrants that all construction work and pool accessories installed per this agreement to be free from defect in materials and workmanship for three years from the date of the pools start-up.. this includes all .. decking, tile, rocks...“. The replacements have in fact been here for months (luckily and surprisingly, we have not received a fine from our HOA). Ideally, we would prefer a different product as we are not confident that the new pavers will not degrade as the first ones have even if sealed, though the ONE other option that we were not given was not a desirable nor similar color. To start with an entirely different product would mean removing Oasis marble coping and Oasis marble slabs on stone work. We would prefer not to do this as currently the integrity of both is close to as it was when it was installed (aside from 5 or 6 of the coping pieces) and simply, we liked its original color and the veining appearance that marble pavers offer. We are willing to accept a full replacement of the 6”x12” Oasis pavers that have already been delivered however TPS has stated that the marble will be sealed post installation and then again in one year’s time. I have asked for this (via email and phone call) in writing more than once and have not received anything as of this time.

Would recommend to everyone and anyone!

Thunderbird Pools did a great job on my pool build / install. Everyone at the company was super easy to work with. I did have a few issues during the construction process but they came right out and fixed the issue. The final product, pool and patio, look awesome. I would definitively recommend Thunderbird Pools.

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My wife and I decided to build a pool earlier this year so we started the gauntlet of interviewing all the different pool companies. We talked to I think probably 6 or 7 different companies before contacting Thunderbird. By a little luck of a yelp contact, we called Thunderbird Pools and had them come out to give us the speel. Les by far was the best salesman and designer we encountered throughout the process. We signed on end of September and construction started first week of November (I wanted a little delay before starting). Dealing with Les was the main reason we hired Thunderbird, but what they considered to be standard are upgrades everywhere else (pebble sheen, led light, etc.) Also, their pricing for travertine coping was by far the best we encountered. They were prompt with the pool layout and even changed it after we felt the location of pool was initially off kilter with our backyard. Kohl and Lee came out and re outlined the pool with no problems. Dealing with Lisa has been great. She would send a weekly message every Monday outlining the construction process for that week and what needed to be done. With this company, you're not only get a good product and great professional people, you're also getting peace of mind.

We interviewed several pool companies and ultimately decided on Thunderbird Pools. They came highly recommended by our general contractor and we were not disappointed with the results. Cohl met with us to determine the size, design and materials to be used. He quickly submitted a plan along with an estimate. The office followed through with scheduling. They stayed on schedule and were helpful and accessible throughout the entire process. After installation they came out to start the pool and instruct us on operation of the equipment. 30days later they returned to check and make sure everything was working properly and chemicals were good. We are thrilled with the results and would highly recommend them for any pool project.

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They are super friendly and did everything in a timely fashion. They did everything they said they would and they were easy to work with.

They are a very good company. They installed our pool and they are top notch. When they installed the pool they got it done right on time, and did not miss a beat with their estimates. Every bit of the construction part went without a hit. I went with them because they are a family owned business and are committed to standing behind their work.

It has been awesome. They did a great job. If I have any issues they take care of it right away. They're very professional, and they do what they say they are going to do. I have been with them since May of 2012. It cost $99 per month in the summer and cost $79 in the winter. The project management while building the pool was excellent.

It was the only company I talked to a person when I called. All others had recordings. They were able to come out immediately and take care of the bulb. It had been over a year since they installed my pool and they remembered me when I called and spoke to them about the bulb. This is the only company I use.