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...

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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