Ordered a pool liner over a month ago. No follow up to say when it would arrive from the manufacture and we've called 3 times thus far. BTW, the second call they said they would have to call back because they were going into a meeting. I thought we were the customer!! If I can prevent any more sales going to this company, I will! The end! read more

Handrail. We purchased a handrail from Thatcher for the salt water hot tub. In less than 3 years the handrail broke because of rust. We were informed the warranty was no longer in effect. Hoping there might be some consideration for purchasing a new replacement - there was no offer and it was suggested we call the manfacture. The manfacture only interacts with dealers. Thatcher's response when asked about our options of purchasing another, better quality handrail - was "we don't have other options and don't sell many handrails". It was a frustating. We pruchased a handrail that fastened to the steps for $50 vs our Thatcher handrail that had a plate that slid under the tub for $300. Given our experience, the $50 is a better design for less $$$. Other Experiences. Our other experiences - purchase, install, maintenance have been good, no problems/concerns. read more

Thatcher installed a pool on my neighbor's lot and in the process encroached onto my property and destroyed my lawn adjacent to the neighbor. Thatcher didn't even contact me or request permission to encroach. Called them to tell them they were encroaching/trespassing and I was told I was supposed to be contacted before they started, and was told any encroachment damage would be repaired. What a way to do business! NOT!!!!!!!! read more

Thatcher is a good resource for chemicals, but don't try to contact them on the phone for help! First day, I left a voice mail, with a promise of contact within 24 hours. No call back. Then I sent a text, via their own website. No response. Tried calling and got put on hold for over 7 minutes and had to call back. You would expect this lack of customer service in the big box stores, not a local business like this. read more

Unbelievable service and care! It's one thing to sell a nice spa with excellent service (which absolutely happened); it's quite another to come out to your house on a Sunday in -8 degree weather conditions when you think you have a problem with a breaker and are worried....only to find out you hit summer mode yourself. Thanks for making us feel like your #1 customers! We're loyal for life! read more

My experience with Thatcher Pools and Spas was fabulous! They really are a GREAT example of what customer service means. I can't thank the staff enough for their help, they went above and beyond. Any time I've been in their showroom I've been met with a friendly greeting and never felt pressured. Their team is friendly and was able to assist with all of my questions. Once we made a purchase, they were easy to work with on setting up delivery as well. The delivery was on time and very well done. They exceeded our expectations - I would 100% recommend! read more

A business is only as good as its employees, and Thatcher Pools & Spas has a winner in Kaitlin. She didn't try to convince us what we needed. She listened to our needs, and was extremely knowledgeable in showing us the tubs that fit those criteria. She arranged for our final choices to be on the floor, so we could try them out, and then helped us figure out the positioning of the tub, due to our landscaping issues. She was prompt in her emails and her responses, and did everything she said she would. It couldn't have been any easier! Amazing service. [And I don't want to forget Ben. He, too, was great on site, and even went back to the store to get us a lid that more aligned with (again) our landscaping issues. Thanks, Ben!] read more

Thatcher always goes out of there way to find a part or to help you get your chemistry correct. They also helped me correct an issue with a sand filter that was out of warranty. Great service and will do what they can to correct your problem. read more

If I could give this place 10 stars I would. We worked with Tanya to pick out the perfect spa at the perfect price point. She is so great to work with- excellent communication, very responsive, and organized. I felt she was genuinely interested in making sure we got exactly what we wanted. I was very impressed with the thorough attention to detail, making sure we felt comfortable with caring for our spa, and the overall service. Definitely recommend! read more

I too,am a very satisfied customer.Once again,Josiah did an amazing job of guiding me through my purchase. From selection,to delivery,then explanation of all things that I needed to know. I certainly appreciate his guidance.So a big thank-you! Delivery team were also very informative. I am enjoying my saltwater spa. I highly recommend this team. read more

The service I received from Josiah, at Thatchers, was the absolute best!! He is friendly, knowledgeable, and truly cares about his customers. He told me about all of their hot tubs, explaining why one was different than the other. Then he asked questions about what we were looking for in a spa. From that he was able to recommend the perfect one that would fit our needs. He was everything a professional salesperson should be...I have a busy schedule and he always took the time to answer my calls/emails/texts and treat me very kindly and not at all like a bother whenever I had questions (which was a lot). This is a big purchase so you want the experience to go smoothly I would absolutely recommend dealing with Josiah so you have a great experience too. read more

Thatcher pools have the worst service I have ever seen. They've been working on our pool since a whole month now and they still haven't finished it yet. The pool just needs to be vaccumed and added chemicals to it; however it has been a month now and summer is almost over and they failed to finish it. They say they are come they don't give a time they don't have an accurate schedule so I have to wait for them all day and sometimes they don't show up! It has been the worst experience. They are so unprofessional. To top it all they sent us the bill even before their job is done they are not even half way done. It is so disappointing. Even after talking to the manager she did not apologize instead she argued with me. I hope that you wouldn't get the chance to work with them. read more

Thatcher pool has nice staff but tell you what you want to here to keep you quiet. Many examples, We had a above ground pool put in, they said they would come out to mark the area were the pool would be so we could ok it, never did now it's to close to the house. They were late putting it up because the wrong parts were delivered. So they say, then when they did come more parts were missing and they left us a mess in the back yard for a week with a 1500 gallon container on our grass. They told us to fill it so when they came back out they would use that water and never did so our water bill is twice as high because of their lack of Awareness. The icing on the cake per say was when I came home from work the hose from our house was running water in the pool with no one around and was close to over flowing, I then called demanding to speak to the owner and he says to me " well life experiences happen not much you can do about that" I was speechless. Also we ordered a solar heating system, never have heard back on where it was nor did we get an orientation to our pool. The stuff was left on our patio without even a phone call to say it was done and is there anything else I can help you with? I woud never recommend Thatcher pools to anyone. read more