Natural Springs Pools

It really saddens me to give NSP a 2 star rating because they really built us an amazing and beautiful pool. If it weren't for the poor and/or lack of communication I would've easily rated them a 4-4.5. We met with a lot of pool companies and what sold us on NSP was Julie. She was honest, didn't make false promises to try and gain our business and was an excellent communicator.

Overall NSP and Julie were very patient with us while we waited for neighbor approval for access. So we understood building in the rainy season, the ground caving, the dig having to be redone wasn't any fault on NSP, there is just no excuse for barely any communication. Our 1st project manager Robert was another gem. Again great communicator. 2nd was HORRIBLE!

Absolutely horrible. He would never answer messages and when he did it was because it was our 3rd or 4th time reaching out and when he did respond he would promise things would be taken care of, they weren't. Kept promising people would show up, they didn't. He dropped the ball on so many things including letting our natural stone sit outside in the rain, which made them rust, before installation and told us not to worry because everything will be acid washed.

How are we supposed to know that didn't include the stone since that's what we were told? Then enters 3rd project manager who was left to pick up his slack. Pool school with Brennan was amazing. Another rockstar. But now here we are with things still on the punch list, including the rusted stone. Someone supposedly came out but we have no idea what areas he tried to clean since it looks exactly the same.

We're almost 2 months in since our punch list from pool school went to warranty and there are still some things that have yet to be resolved. We're also almost 3 months into our pool being done and still waiting on someone who is supposed to schedule a visit to set up and teach us how to use our app. We have to keep turning on and turning off our pool light manually because we aren't on the app yet.

I've made a few requests to NSP since pool school to get this set up and still nothing. There is no doubt NSP built us a wonderful pool and we are enjoying every minute and while we understand labor shortages and the industry of the pool business right now, we are all still paying customers and deserve communication. Busy isn't an excuse. If I was too busy and couldn't write the check to pay that wouldn't have been an excuse.

That's all we're asking for - not every little update every step of the way. We just want our stuff done so we can close this chapter. Even if it means "yes we haven't forgot. He's just backed up. You have 10 customers in front of you but we did not forget." Something. It takes a minute to shoot someone a quick update via email.

Over 13 months since contract signed and more than 8 months now since dig date and our pool is still not ready to be plastered. We have been patient, but there have been so many avoidable delays. Until I started called every day our pool was on the back burner. We should have been done in January and now we're looking at maybe being able to swim in July and even then we have a laundry list of warranty work that will have to be completed after.

Our stone and deck work quality is subpar in areas but you get to the point where you accept mediocre even though you paid a premium. I look outside every day and wish we had gone with a different company.

I am giving two stars because the custom design services I received from Julie were excellent. She took my ideas and turned them into something beautiful. That woman deserves a gold star for the quality of work she produces and her communication. But unfortunately, that is the only positive thing I can say about this company. We were promised a November 2021 finish while our new home was under construction, and they even broke ground early so I was hopeful the time line would be accurate.

I understand the industry has experienced severe supply and labor shortages. But a little communication or even an apology along the way would have been greatly appreciated. Our home was delayed at least 2 months because Natural Springs dumped our pavers in the front yard and wouldn't move them (this meant our yard couldn't be graded, which meant no driveway, no flooring, no appliances, etc.).

They require payment in full before the job is even complete, which should have been a red flag, because I waited weeks for plastering after making the final payment. Now my pool is finally finished (May 2022, six months later than promised), but I have a long list of outstanding punch list items, and who knows if they will ever be completed because of the severe lack of communication from this business. I do not recommend this company and will never do business with them again.

This has been a tough one. I know times are tough with supply chain issues, and building a pool right now is frustrating. The part that I have complaint with is the lack of communication. Any update I want involves me calling them. I have been told that they are too busy to call me every time there is a change, but expecting work to be done and then nothing happens without any update is frustrating.

The absolute worst part was that 2 weeks ago I was on the phone and expressed how frustrated I am- I was clear that when I ask a question about what's going on, it outwardly seems that no one knows what is going on, and without regular updates- it seems like they are sometimes dropping the ball on getting things lined up, even if they have been working hard to get things lined up.

I was frustrated when I made this call, but was never verbally abusive or threatening in anyway. Well. Now customer service has blocked my number. Yup. Seriously. I have to leave a voice mail, and they will send me a text message back. Or I have to call from another number. They are doing good work, so far everything looks good and they are nearing completion. But to prevent a paying customer from being able to call in and get an update is pretty egregious.

I build this pool almost 16 years ago with this Company, still same location still same professional and super friendly people, priceless. Why am I writing this review, well I had zero problems with my pool and recently encounter a minor leak around my tile area, (16 years later) Mario came to visit and assist and made arrangements right away to fix. Wow, how many companies you know of to honor warranty on a ware and tear item, build your pool with confidence with this company, I am glad I did. Thank you very much team Natural Springs.

After getting price quotes from three other companies and speaking to all three about my vision I selected Natural Springs Pools to build my new inground pool. I selected them based on online reviews, pricing, reputation and their ability to rock work. Matt was my pool designer and his plan with grotto waterfall and ample deck space is simply amazing.

Throughout the process Lauren the scheduler always kept me informed. Natural Springs also, without hesitation, gave me the cell phone numbers of each and every construction lead. While all were very good Robert and Marty were outstanding! I would not hesitate to select Natural Springs Pools as your next pool builder!

I cannot be more pleased with Natural Spring Pools! Moving from another state and not really being close by to see the build through step by step, was a really big risk for us. However working with Marty & Rebecca gave us confidence that it will be done right. Just like every new build there was minor imperfections, but Marty and the team made it perfect in our eyes

We are so pleased with our Natural Springs Pool! The process from beginning to end was super easy. The communication from their team kept us well informed during the construction. The pool is even better than what we dreamed it would be.

From start to finish a great experience. We love everything about this pool from the beach entry to the heated spa. It's our own little paradise right in our backyard.

We absolutely love the job Natural Springs Pools did to transform our backyard. They were friendly, communicative and stuck to their timeline. We were still in the process during Hurricane Irma and they made sure to finish the job by deadline. It took 7 weeks from start to finish. We couldn't be happier with their work