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October 2024 by Christina Marsolek
Dom and Jeff were amazing. This was my first pool and they explained the process of closing and were able to answer all of my questions. They made the thought of closing a pool like an everyday experience
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October 2024 by Larry Addison
Service has been repeatedly terrible over the last 7 years. It's been so bad that when our hot tub dies at some point, we will avoid buying a Hot Springs Spa specifically so we don't have to deal with these people again.
Where to start? From the very beginning communication has been either terrible or non-existant. We have had several problems with our spa over the years: non-working screen, dead heater, dead pumps, etc. Not necessarily blaming that on Thatcher. Unfortunately we purchased a house with an existing Hot Springs Spa so we had no say-so in the matter. They have come out many times to fix things. Most of the time it takes them weeks to months to respond to calls or emails. Typical business etiquette is 24 hours (48 max). I always leave detailed instructions with them (either via email or with the service director over the phone). To the effect of: this is what's going on, please contact me before you perform any repairs. Multiple times they have come out, unannounced, and then done repairs (often thousands of dollars) without our permission - despite me specifically saying not to until they talk to me first. More than once they have done those repairs and then had to come back to fix them because they either didn't perform the repair correctly or installed a defective part. Once the hot tub nearly froze because our heater died on the weekend and they didn't respond to their emergency line until the middle of the week.
Fast forward to our most recent interaction. I e-mailed them earlier this year about getting a jet pump fixed and a crack fixed on the top of the shell. We actually contacted them in previous years, but they took so long to get back to us that by the time we heard back it was too cold outside to perform the repair. They set up the repair, and we were aware it would take multiple visits. We were quoted one amount for the repair, then that amount was raised when they went to take a 50% deposit. They came out multiple times and performed the repair. The tech left the last time saying that he wasn't done, but that he needed to wait until further into fall (lower humidity) for the paint to stick better to finish his job. He left the hot tub (drained) in an absolute mess than took me hours of scrubbing on hands and knees to clean before we could refill it. Our hot tub has never been that dirty in the 7+ years we've lived here.
A month plus goes by, and we hear nothing. He never comes back. We reach out via e-mail to the service department, and they take another week+ to respond. They go back and forth and finally agree to finish the painting (even though he said he wasn't done when he left before but now they're claiming he was). We'd need to drain the tub again, etc. He left the panels un-attached to the side of the hot tub at his last visit because he intended to come back. Also left a large hole in the underside of the shell cut out for the repair. Presumably it needs to be filled with a filler and insulation. Between the hot tub side not being closed up, the hole never fixed, and the repair never finished, the shell had now re-cracked.
I've reached out multiple times via email and phone. Pictures were sent of the dirty hot tub, the hole, the unattached sides, and the re-crack. It's been a week+ and they refuse to respond. So we've paid like $1,500 for a repair that was never succesfully completed, and with the hole in the shell and the sides unattached, we now have the chance for much bigger issues as freezing temperatures approach.
Once again, the communication is terrible and non-existant. The few times years ago that I did succesfully reach them they were often less than pleasant to us. I've asked specifically for the owner to contact us about this latest fiasco and we've heard nothing but crickets.
When our hot tub dies we will avoid purchasing a Hot Springs Spa replacement just so we don't have to deal
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October 2024 by Jonele McKay
I received the best customer service from Corey Stafford!! We purchased a hotsprings spa. He was very helpful during purchasing, delivery, and set up. I would highly recommend working with him!!!! Thank you for everything Corey!!!
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October 2024 by Mike Stori
My Thatcher Pool & Spa technician John Anderson got our hot tub back up and running very quickly this morning. He arrived early and was done shortly after the scheduled arrival time.
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October 2024 by Steve Justice
Had a terrific purchasing experience with Cory and Thatcher Pools and Spas! From our first visit and spa purchase, to the timely order and service, all went as promised. Cory has completed several virtual calls with me over the phone to assist in the initial set up. The delivery service team did a professional job as well. Thanks Cory and Team! Great Experience for sure!
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October 2024 by Jim Peterson
We are very happy with the new spa! Corey Stafford, our sales rep, did a fantastic job, as did the delivery and installation team. Thank you all so much for this wonderful addition to our home!
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September 2024 by AndyManske
Corey at Thatcher did a great job on coordinating with me and his team did an excellent job with the installation of our new liner. Corey was upfront with changes and his communication was spot on.
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September 2024 by Diane Aadalen
We recently purchased an above ground pool from Corey Stafford at Thatcher Pools and Spas. Corey was instrumental in getting our pool installed so late in the season and we couldn't be more happy with the service he provided. Another thanks go out to Ethan and his crew for the expert installation and operational instruction.
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September 2024 by Wendy Granrud
Wow, talk about service. Cory, I can't thank you enough for all of your help. You knew how anxious I was to use my sauna. Your help and guidance made that possible. Your knowledge of the different saunas made my decision easier Thank you again
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August 2024 by Tim Kohner
Had a great experience with Corey in sales. Dom had the sauna set up in the blink of an eye.
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August 2024 by Deb K
So grateful for Thatcher pools and their incredible service. Every time we call Tanya calmly explains what we should do. When a recent error code came up, technician John came out and quickly solved the problem. So appreciative of their expertise and kind demeanors. Highly recommend!!!
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August 2024 by Arnold Arnold
Wanted to close down and fill a pool. Called twice, no return call. Must be too much for them.
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July 2024 by jeff goodew
Corey was great to work with on selecting an infrared sauna. He took the time to explain it's functions and how it differs from a traditional steam sauna. We can hardly wait to try it at our lakehouse. Great job Corey! ?
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July 2024 by Trent Ramirez
Nice friendly people
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June 2024 by Justin Peterson
Awesome place, family has been going for 20+ years.
My son ABSOLUTELY LOVES the duck!!! Literally freaks out about it every time we drive by lol.
