ComplaintsforThunderbird Pools & Spas

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *************************, In the last 4 months thunderbird pools has been out to my house over 6 times. I spent ******* on my pool and spa set up and all i want is for everything to work, 1st the light went out, then the travertine tiles came up and had to be fixed, then my waterfall sprung a leak, then the bubbler stopped working. It took over a month to get them to come out and fix my waterfall. Then the program they put on our phones stopped working. I am saying all this because if i would have known i would have thunderbird on my speed dial i would have never used them as a company, i just want a product that works. Now i get it, things break, but 6 things in 4 months? Now my hot tub is completely drained and we cant even use it. I have been working with ********* in the warranty department, and she is a sweetheart, but this is just getting ridiculous. Oh and all my electrical went out last week under my pergola last week. So here is the thing. I don't know if a supervisor needs to come out and inspect everything, or start sending people out that know what there doing, but currently i have no water in my hot tub, bubbler doesn't work and the water fall has been going off whenever it wants, Can someone please just come out, fix my pool, and spa so i can enjoy my summer without having to call you guys every week, And ask *********, she has my number is my cell phone we have to talk so much......Just fix my pool.......THANK YOU

  

  Business response

  06/20/2022

  Thunderbird Pools & Spas has looked into this matter, contacted the customer directly and set up an on-site meeting with our Service Manager tomorrow to notate and complete all outstanding repairs to the customer's satisfaction. We are grateful for the opportunity to build your pool and we too want you to enjoy it this summer and years to come. We will follow up after our on-site meeting tomorrow to ensure a plan of action for any warranty repairs are in place and all of your concerns have been properly addressed. 

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid $119,000.00 to have a pool/spa installed by Thunderbird Pools. Pool was scheduled for completion in early August but was not completed until the end of October. There were many delays unnecessary delays due to field coordinators not communicating with office personnel. We constantly had to call to get updates and explanations of why no work was being done on our pool. There were numerous incidents of different trades coming out to complete their portion of the work, but left when they realized that they couldnt complete their work because their area of work was not ready. This, in turn, meant getting another trade to finish things in the area where work was supposed to occur. The result of this was re-scheduling for that work to be completed until other trades completed this portion of the work due to Thunderbird superintendents not performing routine inspections of the work and communicating with office personnel to inform them if they were ready to proceed with the next step in the construction process. These delay would last 1-2 weeks sometimes. As part of our signed contract, we paid in full before pool startup. We did this in good faith and provided Thunderbird a punch list of several items that still needed completion. They have not been completed in 3 months and the spa had issues since start up, which, was added to the list to Thunderbird. We have sent several emails to Thunderbird and they send a technician out and do not hear back from coordinators on a plan of action until we have to initiate contact with them. Most all of the issues remain, and they send another technician out only to repeat the same thing over. This has been going on since November. No one from Thunderbird pools has contacted us regarding how the issues will be resolved. Since Thunderbird pools has been fully paid, there is no urgency in completing the work. We just want all issues with the pool to be completed so when can enjoy our backyard and proceed with other improvements.

  

  Business response

  04/11/2023

  This project referenced in the complaint was completed October 28th, 2021. A project of this scale often takes 6-7 months for completion. With the contract being signed March 29th, 2021, even despite delays we were able to complete the project within the estimated timeframe for a project of this scale. Delays are unfortunately not uncommon during construction due to weather, materials, crews, etc. However, we try to do everything in our power to keep delays at a minimum to ensure a positive customer experience. We are mandated by the ******************************** to follow Payment Provisions of ARS 32-1158.01.A2. This states a final payment must be paid Before the application of the finishing interior materials or completion of all work on a prefabricated pool or spa, payment of all remaining sums due on the original contract price plus any written change orders approved by the purchaser. We thank you for honoring your contract and making the final payment so that we were able to proceed with interior installation. We request our clients put together a punch list of items or concerns we can address following the installation of their interior to ensure the project is completed fully in accordance with the contract. We try to resolve any punch list items in a timely manner, while we may have fell short due to a shortage of staff in our ******************* we had completed all remaining punch list items by December 3rd of 2021. Following December 3rd, 2021, there were several warranty concerns that were brought to our attention and completed fully by our ****************** as the warranty concerns were reported to us. All warranty concerns were addressed, repairs were done, and necessary parts were replaced to honor our warranty and ensure the pool was running in perfect condition. We do apologize that your experience was not up to our standard of customer service we strive for. We have since made personnel changes and introduced new processes to ensure there is never a drop in communication between our superintendents, crews, our office personnel, and our clients. All punch list items and warranty concerns for this project have been addressed and completed.

• Initial Complaint

  09/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our neighbors are using Thunderbird pool and spa for a backyard renovation. This company used the property behind our home in the alley to dump rock, gravel and sand. This alley is our driveway. I was told several times that they would restore the alley and the property behind our home to the original condition. They covered up the rock we had in place and left gravel and sand on top of it. They have left the alley a mess. There is currently trash left by them in the alley. I phoned the company to speak to them about restoring the alley to its prior condition. I was told there was nothing they can do at this time as the project is not done (although it appears the alley is done). We have put up with this for the past 6 months.

  

  Business response

  04/11/2023

  This project referenced in the complaint was completed on September 20th, 2021. On October 6th, 2021, we had our ************* on-site to resolve the complaint and restore the alley and property behind the home. The following items were completed: clean up of excess dirt/sand left behind due to construction, gravel was supplied and installed in the alley to restore it to its original condition, and any remaining materials or debris from construction were picked up. We apologize for any inconvenience the construction may have caused and were happy to restore the surrounding area and alley to its original condition following the completion of the project. Although construction can often be messy, it is never our intention to disturb any surrounding alleyways and we will always ensure they are properly restored. With every project we strive to keep construction debris to a minimum as much as possible.
  
   

  Customer response

  04/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩