T L C Pool & Spa

Pros: pool was never green. When we left town on short notice, they were able to send someone out daily to empty skimmers since it was fall.
Cons:
First and foremost if you choose this company, you’ll be dealing almost exclusively with «Mary». Mary chooses what she would and would not like to hear when you speak to her. I used this company for regular maintenance on the pool in the house we just moved into. They don’t show up the same day or time each week– it’s whenever they feel like it. Honestly that’s not a problem if they actually did great work. Mary insists that theirs are the best prices in town. Not true. They gouge you for chemical charges on top of the average service charge. Our heater broke. I called Mary and she says «oh, no problem! We will send out a repair person». No one showed, had to keep calling them. Then the guy finally shows and says «yeah we don’t fix heaters». Thanks for the waste of time, Mary. Called her to tell her that she shouldnt be telling people they fix heaters when in fact they do not. Hey, maybe she didn’t know. Next, pool losing water. Mary kept me on the phone for over 30 minutes telling me that it’s just evaporation. She’s never been to my house, seen my pool or spoke with our service person before dishing out this information that she again had no business being involved in. All I wanted was someone to evaluate it during our next service. Finally able to catch our service guy…“yeah, we don’t detect leaks.” Great. Winter rolls around. We aren’t sure what to do with our pool during the winter as this is our first time having a pool in the cold weather. We asked our service guy for advise on what to do to make sure we don’t freeze any pipes. His answer, «whatever you want». No help at all. The straw that broke the camels back was that we sprung a leak around the pump site. Service guy left us a note saying «pump lost prime, leak around heater». This note continues over our next few service visits– same note, no plan, no advice, no repairs. Finally decide to fire them so I call Mary– she was very rude and asked me why I wanted to cancel. I told her about the repairs needing to be done and right away before she even asked my name, she says «well, we can make those repairs!!» You have to be kidding me. Then she asked for another reason we were switching away from them and I said that I found someone cheaper. Before doing any research, she practically shouts at me, «You probably hired someone who isn’t even licensed if it’s cheaper than us!!» FYI she hadn’t even asked who we hired before she berated them. Now to see if they continue to charge my card.

I tried to change the sand in my filter myself. I had done it successfully at my old house. Not so lucky this time. We broke the laterals. So I called TLC. I’m not giving a one star rating to TLC because of the service I received at my house. It did take a few days longer than Bill said for the parts to come in, but ultimately, the workman, Dave, did a great job. And I felt that the amount I was charged for the service ($ 380.00) was reasonable. Keep in mind that they were able to use the new sand that I had already bought at Leslie’s (I had spent about $ 160.00 for the new sand).
The next day, I went in to the store to get chemicals to treat my green pool (it had been about a week with no filter… so it was pretty bad). Mary sold me three chemicals that cost around $ 140.00. I dumped all chemicals in that night, and I think the chemicals likely helped to get the pool back in shape quicker.
So here’s the issue. And perhaps this is my fault… you be the judge and decide if this is the type of business you want to patronize. When I was at the store buying the chemicals, I decided to purchase a new vacuum head, a new vacuum hose, and an additional component. All the parts together cost about $ 120.00. I never opened these new products. I normally never vacuum my pool. I typically brush the shallow end into the deep end and let the Polaris do the rest of the work. But I had bought the equipment because I thought I may need it to get the pool back into shape (sand was at the bottom of the pool). But I found that running the filter 24/​7, the chemicals, and brushing the pool, did the job. So this morning, I took the equipment back, and kindly ask if I could return it for a refund… again, I had not opened the equipment. Mary, gave me a very dirty look and made me feel like I was being a criminal. She asked «are you never going to need to vacuum your pool?» And she complained «we are a small store and I just ordered additional supplies to replace what you bought.» She then said that she would not refund the money, but would give me store credit. But she was not gracious at all. The phone rang, and she took the call. I was considering taking the store credit and use it immediately to buy shock (since I’m starting to run low). But after I thought about it for a minute, I decided that I couldn’t wait to get out of their store. I told her I would keep the equipment… I guess it will come in handy in the fall when the leaves are falling. What I didn’t tell her is that I will never spend another dollar with them again. She is obviously not very business savvy… I will need to get a new pool liner in the next year or two… but TLC will not get to bid on the job. And by the way, Leslie’s has never refused to allow me to return a product for any reason.

I went there first thing in the morning and was waiting in my car for them to open. One of their distributors was making a delivery. I saw one of the owners come out and scream in his face. I didn’t hear it all but the delivery driver wasn’t the one being confrontational. I have NEVER seen owners of a business in the SERVICE industry treat someone this way. As a customer that has shopped there very on and off I have witnessed other «short» behavior and rudeness to other customers. This last time pushed me over the edge. These two owners Will and Mary are extremely disrespectful, money hungry, and mean spirited people. They think they are above everyone and HELLO, THEY ARE IN THE SERVICE INDUSTRY. I urge everyone considering shopping with them to go elsewhere. Anyone other than them is deserving of your hard earned money.

First impressions due really matter.
My first impression about this company was subpar when first called to set up appt. Felt that I was bothering the attendant regarding inquiries of services provided; short and bothered by questions. Told by Bill that a call with a 2 hour window on the day of the appt will be made. Well, it never happened. Instead, a message was left in our voice mail stating arrival 30 – 45 mins. It never happened. One and a half hour later a call was placed and informed that because no call back was made, the technician went to another job. Informed Bill that no message requesting a call back to confirm was left. He agreed to this but never apologized. He remained defensive and basically stated that no such mention about the two hour window was made. The conversation remain short since he gave me the impression that it was my fault. An appt for later in the day was offered but I politely declined the offer based on the above facts.
The bottom line, customer care is important. This company lacks such attributes at least by the above telephone experience.
With other choices available, I am not dealing with this company.

Always very friendly great service guys best I’ve dealt with in east cobb. I have used ten for the last 3 yrs I had small issues few yrs ago which was my fault and they went out of their way and ate the labor for it. Thanks.

Save yourself the hassle and some money,
TLC quoted me $ 400 to fix our hot tub and AAA fixed it for $ 105 which included $ 100 service call.
TLC’s Bill told me I never asked him to address the leak (really…why would I make a service call and NOT tell them about a leak). He also said that it took his tech so long to find the problem that he should have charged me more money than the $ 90 service call, even though he only addressed part of my problems. They did not come when they said they would, did not call to tell me why and I had to call them back to schedule the call again.
I had gone into the store a few weeks earlier and asked about ordering a part to install myself and Bill was very condescending, said the installation of this part would be complicated, all kinds of things could go wrong, blah blah blah… Ordered the part online and it took me about 15 minutes to install (I am a 51 year old woman who has never done anything like this before, ever.
I guess this is why TLC has to sell big green eggs.

DO NOT GIVE YOUR CREDIT CARD NUMBER TO THIS COMPANY! They will bill you whatever they want, and you will spend months disputing charges to no avail. Horrible work! Horrible customer service! Absolutely the WORST pool service company in the state!!!

Bill from TLC pools came out to do an inspection on a pool on a home that I was going to purchase.
He was on time, thorough, and completely kind. So was Mary when I was handling the appt. I was quoted a price, and that is what I was charged.
I would highly recommend this company.

I had TLC do 2 pool services. The first time Ian the service person brought his mother to my house and the second time he left my pool green and full of debris. Stay away from this company they suck.

We went to TLC several times to check our pool water (free of charge, as most places are) and bought a few supplies from them here and there. The lady (owner?) was always borderline rude, but I let it go. My husband and son had to get a part from a different store because TLC didn’t carry it. While there they had the water checked. My husband thought the results of this new place were wrong so he asked my son to go to TLC to get our water checked. My son said the lady was very rude to him when he told her they went to a competitor, said she’s «not playing that game» and proceeded to charge him $ 25 to check the water!!! When my husband called to explain the to the lady what happened she defended her actions and HUNG UP on my husband! Sooo professional. I will never give my money or recommendation to this b: tchy lady or business again!!!