Natural Springs Pools

Stay away from this company if you wanted a quality pool… they will promise you The world, but in reality, it’s just a bunch of lies… they will take forever, give you sub-quality work, and when they mess up the job they will require you to pay them before they fix the issue and finish the job, essentially extortion… even worse is their warranty program, don’t count on it… I had 4 service calls this week (from a third party not them) and they couldn’t fix the issue (because they hired electricians when it’s a software issue) and when they assure they will show up… no call no show… hot tub has been down nearly a month with no resolution.

I will start by saying everything is completed, finally, and it looks great. The process to get to the finish line was agonizing to say the least. Here is the letter, that I updated (first wrote on 5/12/2020, then revised on 8/4/2020) once things were finished, to notify the owner of how things went on our project. I have removed the names and addresses of everyone, to not draw attention to them personally. Please read below for our experience. To........., (UPDATED 8/4/2020) My name is Matt. We contracted Natural Springs Pools, Inc. to build our pool at our residence at ......... I am reaching out to you, to let you know about our nine-month experience, so far. (Finally completed punch items on 8/1/2020.) So almost 1 year. Please see the below “highlights” of our project. Signed contract 8/13/19 Was originally slated to start mid to late November Received email saying the job was in permitting on 9/9/19 Emailed about start date 10/24/19, said that I had to get my fence vendor in to remove the fence, before you could start, so I needed dates. Was told they would contact me soon about a firm date. Emailed 12/3/19 about a start date. They said they could start on 12/9/19. I reminded them about the other vendor, and I would see what I could do. I got the vendors in there that week, they said they would start on 12/16/19. I took the morning off to be there for the start, and received a text at 8:17 AM 12/16/19 stating that they were pulling the plug on the install, because they take off the two weeks of Christmas and New Years, and nothing would get done, so it would be better to start on the 2nd, when things ramped back up. I had the fence removed so you could start, then when it is going to be another several weeks, I had to have it put back, only to have it removed again when you were going to start. I asked what happened, and why we were so late with the start. I was told that they could only account for several of the weeks because of the rain we received late last year, but no other explanation for the additional weeks. Started demo on 1/7/2020 Received Email from ....... on 1/7/2020 about start of construction. Next email received was 2/21/2020 for an invoice, 2/24/2020 for confirmation of payment. Did not receive an email about anything construction related until 2/27/2020. No one was on site doing any work from 2/20/2020 till 3/2/2020. Pool fire up was 3/19/2020 Pool school was 3/25/2020- Heater was not working, it was put on the punch list Emailed about heater on 3/31/2020 Emailed about punch list on 4/8/2020, again on 4/20/2020, and again on 4/27/2020 Emailed specifically about the heater again on 4/29/2020 Emailed about the punch list again on 5/6/2020, have not received any response to that email as of 10:00 AM on 5/12/2020. Some of the punch list items have been taken care of, have not heard anything about the other items. See below. Punch list items: Signed on 3/25/2020 Skimmer plugged, could not get plug out, needs to be drilled- Fixed, Sorry I do not have this date. Heater not working- Multiple trips made to try and fix, no resolution. Jandy agreed to replace on 5/1/2020. Have not heard anything about getting a replacement as of 5/12/2020. Finally had a new heater installed on 5/29/2020. After multiple calls, and getting the run around from the manufacturer, I reached out directly to corporate office. Once I received a response and started pushing for the information of the local installer and area rep. The owner of Natural Springs finally stepped up and made a call to someone he knew, and I had a new unit installed three days later. Why did it have to get to this point? Why wasn’t this done earlier to help resolve this matter? Transformer for spa light is defective, need new transformer. – Was advised with everything going on, this would not be fixed until things settled down. Still pending. Completed week of 5/25/2020. Needed ........ to come out and reprogram and fix the light wiring. ....... came out on 6/19/2020 and got everything back up and running. Missing fitting for wall overflow. – Received shipment of parts on 4/20/2020, waiting on an answer? Completed week of 5/18/2020 Missing fitting for spa wall suction. - Received shipment of parts on 4/20/2020, waiting on an answer? Completed 5/15/2020 Need final yard clean up. Cleaned up 4/29/2020, Not a great job, sorry. Need Jandy antenna for automation system. -Fixed 3/26/2020 Left deck jet is not flush with deck- Fixed 4/23/2020 Marks/Scratches on travertine all over. One spot is settled, wobbly tiles. – Have not heard from any one about this matter yet, as of 5/12/2020. Guys came out unannounced on 6/1/2020, did some cleanup of the interior finish that was on the pavers, but was not great. Came back out 6/17/2020 and finished the job correctly. Had to continue to call and email about getting the sinking pavers fixed. Had someone come out unannounced on 7/24/2020, said they were checking the fix out to see what they needed, and they would be back on 7/28/2020. 7/28/2020 came and went, no one showed up or called to let us know when they would be back. Couple of calls later, they came out and completed the repair on 8/1/2020. Through all of this, we have had 4 of the Jandy valves crack, they have been replaced. We have had multiple trips out for the heater repair. We had several other leaks that arose from the various fixes, they have been fixed. We are well past the 30 days from start up, and the salt system is supposed to be up and running now. Was emailed on 4/20/2020 that it would be scheduled for end of that week or beginning of next. I still have not heard of when this is scheduled. Completed 5/15/2020. I cannot tell you the amount of calls, emails, and texts that have been exchanged trying to get things scheduled, figured out, and just trying to get any information as to what was happening through out this entire process. The lack of communication during this project is just abysmal. ........ and ....... are the only ones who have been responding and answering my emails, calls, and texts, with any consistency. No one else seems to want to answer things. As a small business owner, I know things can get a little hectic, but communication with the customer is a must. If I had received some sort of feedback, even if it wasn’t a firm answer, just an acknowledgement that my questions or issues were being addressed, that would have gone a long way. However, I felt like I had to pull teeth to get any update or additional information about a large construction project going on in my back yard. I also sent certified letters to the owner and received no response at all from him. I got confirmation from employees that he did in fact receive and read the letter, but I guess it did not warrant a response. As a small business owner, myself, I would have made sure I reached out to a customer that reached out to me. I am sorry to say, I cannot in good conscience recommend your company to my friends and family for pool installation or renovation, with the experience I received. We do like the semi-finished product, and look forward to having everything complete, one day. Please feel free to reach out to me whenever you would like. My cell number is........., my email address is ............ I look forward to hearing from you. Thank you. -Matt

First, we have decided to review Natural Springs only because of the multiple requests we have received over the past year. Our initial meeting went quite well and their sales rep was very helpful providing & explaining options. It did take several weeks to provide a quote but decided to proceed being they came recommended by a friend. Things went down hill once the contract was signed. There was a complete lack of communication throughout the construction process. The sales rep that was so friendly at the beginning became quite unprofessional when their contractors did not show up on a scheduled day which needed to be coordinated with part of the home building process. He called both us & our builder liars in addition to accusing our builder of sabotaging their work. Simply not true. It became so toxic that we had to cease all communication with this individual. Multiple issues ensued after construction was complete. The plumbing was installed incorrectly not once, but three times! We were initially informed of this by one of their "pool school" guys. They corrected it so we thought. A few months later the UV sterilizer overheated. The manufacturer came onsite & replaced it 3 additional times over the next few months believing it was a product problem. He finally determined it was not a product malfunction, but yet another plumbing error. Natural Springs fixed the problem. A few months later, the heater developed an error code. The heater manufacturer rep came & stated he would not warranty the product because the plumbing was incorrect causing it to overheat. Compounding these issues, we were talked into some top of the line, one of a kind, low maintenance pool cholinating /sanitizing system by their sales rep. We requested a salt water system being we had both a salt & chlorine system in the past. What a disaster! There was absolutely nothing low maintenance about the system. Being that we were misled, we requested they change us to a salt water system at "their cost"...not for free when they replaced the heater & fixed the heater plumbing. They obliged, however definitely not at a "cost price" and after multiple correspondences over a period of several months. The communication that HAD to take place with the original sales rep was once again rude, sarcastic, and condescending. Bottom line is this sales rep's motto should be "The Customer is Always Wrong". We asked to speak with the the company's owner on multiple occasions to no avail. Today, we finally have a beautiful properly functioning (we believe) pool. Kudos to Iris....she is an asset to the company!