Southernwind Pools

We are new to Texas so we had to get acquainted with a few differences in construction practices here. The folks at Southernwind were very gracious and helped us understand the process.
However, recent legal problems changed my opinion of this business.

Beware of their lifetime warranties and lack of communication between depts. John, the owner, and his designer talked a great talk and designed a beautiful pool for us. I wanted a raised spa for additional seating. They built a raised spa higher than the pool, but flush with the patio, so no additional seating. I didn’t catch this until after the pipes were set, so too late to correct properly. John offered a lifetime warranty on salt damage to stone coping. Within a year, we saw salt damage on our coping, specifically the flagstones that were most used where saltwater would sit on the flat part of the stone. John said it wasn’t salt damage, but normal wear & tear on natural stone. Then I noticed water loss. At no extra charge, a diver repaired a leak in the drain and the in-​floor check valve was replaced. Afterwards, I still noticed water loss. They said it was normal evaporation from wind and heat. I accepted that answer for a year until the water loss became very drastic in a 24-​hr period. I finally realized that the spa was losing water. The service manager I was dealing with has now left the company. The new service manager, JP, said I needed a new fountain check valve. They offered a lifetime warranty on plumbing, but they don’t consider check valves as part of plumbing. I asked JP how could he be sure that the problem was the fountain check valve before I paid for one. So he turned off the pool and closed all the valves. Water level still dropped drastically in the spa. Then he told me to turn my pool back on without telling me to open the valves, and my spa completely drained. Then he had the nerve to say that the valves weren’t in that position when he left. No one ever touched the pool equipment after he left. JP sent another service tech out who said I needed a new in-​floor check valve again. I asked how could he be sure before I paid for one, especially when JP said the fountain check valve was the problem. He just shook his head and said the problem was with the in-​floor check valve. I was on a monthly service for pool cleanings and quarterly for filter cleanings. During the check-​valve dispute, I asked for a discount on the pool heater cleaning. They offered a $ 25 discount since they would be out cleaning the filter anyway. However, they billed me for the full price and had no recollection of the offer. If I made up the offer, I would have given myself more than a $ 25 discount. After numerous frustrating calls with accounting & service because of the check valves and over-​billing issues, they dropped me as a customer. I called three major pool companies around town who said check valves are part of their plumbing warranties. I paid $ 255 for one of them to come out and tell me that the valve on the spa drain wasn’t closing all the way & just needed an adjustment. That fixed the water loss in the spa. With Southernwind, I would have paid for a fountain check valve and in-​floor check valve for nothing.

Here’s an update in my pool issues. The company made an offer to handle the majority of the cost to fix the electrical issues. I was satisfied with the eventual outcome. I thought it was fair based on my past experiences.