Worst Customer Experience Ever!!!!The only reason I give it one star is because we do like the pool, However the pool installation was 3 months late after being promised to have it finished by end of May, was never contacted by Thouin Pools to discuss the delay in the installation, was lied to multiple times about our liner not being shipped after we had visited the the facility in Kingsport and was pointed to our pool and liner with our name on them in the store, pool installation was unsatisfactory, unprofessional, still incomplete and will have to be finished by myself, as well as having to fix existing deck and pump access gate because of poor care/coordination during the installation. No start up was done and no owner training was offered and on top of all this we were asked for final payment and never asked if we were happy with our pool or the installation nor did they ever offer to make it right. Start up chemicals that was just handed to us was insufficient and we had to purchase another $100.00 of chemicals to get the PH level of the pool correct.

Worst experience EVER. started our pool June 7th on July 2nd we had to hire an attorney. As of today 9/20/21 our pool us still not complete and we will have to hire another company. We were lied to by the owner and his crew. They hardly ever showed up to work. Our pool was dug 8 inches to deep. I could go on and on. I have a notebook with about 60 pages of documents against thus company. Thouin DOes NOT HAVE A CONTRACTORS license. We also filed a complaint with the State of TN.

I work there so just another day for me. But its the place to go and get all your in- ground and aboveground pool supplies. They also have all your own hot tubs chemicals

Would say they would be there and then never bother to show up or call. Extremely unprofessional.

No help.these places r over worked but lady was rude.always got my supplies there but never again

Been waiting since August for liner replacement. I used to work for his dad, he is the same lying guy that his dad was. Go to somebody else to get your work done.

I went to get some stuff for my hot tub and the person that was there was very nasty when told him what my tub was he said it was junk go back were I got it and he turned his back on me walked away

Took them months to give estimate, then 2 months of us ringing their phone off the hook to start the pool AFTER being paid. Pool isn’t even filled up with water yet and liner is coming undone. Didn’t put liner lock back on. Don’t waste your money

They installed a 18x36 heated, salt water inground pool. Has been perfect for the family. Stayed clean all season and warm. Our season lasted for 6 months. Everyone loves it.

We have been dealing with Thouin for many years for regular service. They are dependable to a fault. Recently we had a new liner and motor pump installed for our pool. Both were installed quickly, profesionally and with respect to our property. Highly recommend.

Terrible experience, put money down on pool in March over 3 months later no pool . There was no contact from Hank thouin, we finally called and after several weeks of being lied to went to his store to ask for pool or money back, of course he said they were coming out the next day as he had said the last several times we had called, we told him we wanted money back which he gave us after stomping off to his office slamming door, and then getting one of the workers to bring us a check, total jerk! Ladies in the front were very kind and understanding ! Think twice before using this place!

The salesman Todd is very knowledgeable, helpful, and extremely understanding to with our needs. He helps greatly when it comes to buying a pool or hot tub, and also very helpful when buying chemicals!! Thanks Todd!

Ive been doing business with Thouin for almost 35 years. They installed my pool in 1982. Theyve replaced two liners and a set of stairs that wore out. Theyve done cement work and repaired or replaced mechanical and electrical pool equipment all to my satisfaction. I recommend them and will continue to use them for my pool needs.

High pressure sales without basic product knowledge! They used to have friendly knowledgeable sales people! What happened?!

In reference to the review posted under my name three weeks ago, I DID NOT write or post that review. Someone has hacked my account and used my name. Please do not take that review into consideration. I am in the process of contacting google to have it removed. I know nothing about Mr Taylor or his business with Thouin.I was once employed my Mr and Mrs Thouin I did not retire as they are well aware, I was offered a better position with a pool company across town.I left Thouin pools around April 2015, so when that review was posted (approximately 3 weeks ago) I had not been an employee for many months. I never had any contact with Mr Taylor while I was employed with Thouin. Once again I say I DID NOT WRITE THAT REVIEW I DID NOT KNOW OF ANY BUSINESS BETWEEN MR TAYLOR AND MR AND MRS THOUIN. I AM VERY UPSET THAT SOMEONE CHOSE TO USE MY IDENTITY TO TRY A RESOLVE THIS MATTER.I have contacted google and they are working with me to have the post taken down as a result of fraud.It is a shame that someone can use your identity or as in this case made another one up in my name to try to solve an ongoing problem with a customer. According to google it is against their policy they are working to get the review taken down. Further action may be taken as a result of this.Again, I apologize to Mr Taylor I have not been employed at Thouin since April of 2015. I certainly could not have written a post dated three weeks ago. As I stated earlier I know nothing of the business between Thouin and you. Its obvious that someone is pretending to be me.

Had a terrible experience with Thouin Pools and the owner, Hank. We were also lied to on several occasions on when the pool was going to be installed and so on. Even though the pool was installed over 3 years ago, we are still dealing with the poor installation and problems with the sides. DO NOT buy from Thouin Pools. I wish that I would’ve read BBB before purchasing from Thouin. I honestly have. I idea how they are still in business!

I would NOT recommend this business for any reason! To be fair, the workers did a good job on my pool. But Hank Thouin, the owner gave us false information about delays, did not complete work he promised to complete, and tried to overcharge us After we had paid the balance in full. Pool installation was to begin the middle of July and was three weeks late. Previous review, and his own workers, agreed he told customers dates which he knew could not be completed. We were told at one point his man had not picked up the building permit. I called the planning office to find he had not FILED the permit as yet. Later we were told the delay was due to waiting on an inspection. Again, I called to find NO inspection had been requested.Ten loads of dirt had to be brought into the site which was not mentioned as a maybe when Mr. Thouin looked at our property. Two pool installers have since told me it would have been obvious to them. I was told the pool would be completed in two weeks without weather delay. The pool installation took 6 weeks, with maybe a week for rain. I was told at signing the pool would be closed at the end of the season without further cost. After we decided to buy our new hot tub and the winter cover from another business I was told they usually closed them if someone bought the cover from them. NO mention of this before and was told different by Mr. Thouin himself. Work promised to be completed on a drain by Mr. Thouin was not completed until three weeks after the final payment. My mistake because he asked for the payment due to needing the money. The drain was 14 feet from my house and I wanted it extended at lest 30 feet.The pool heater was damaged when installed but I was promised the cover would be replaced. Two damaged covers later and 2 months the heater is still damaged. Ten days after I paid the final payment I was sent a bill for electrical work which was sent to him a week prior to my final payment. I believe the bill was sent as a means to recover lost profit from lost sales. The bill was incorrect anyway.Final straw occurred when I called to see why my pool was not closed on the date I had scheduled the previous week. I was told by the manager he didnt have anyone to come out the previous day. The next day I called again but this time I was told he needed to check with Hank about the closing. The next day, I was told because I DID NOT buy my winter cover from them they were not going to close my pool. I asked for Mr. Thouin to return my calls and he has refused. More than once I was told to wait for him to come to the phone only to then be told he was not in (the office building is not that big).I am currently in the process of filing the paperwork for civil court action to be refunded the cost of closing my pool. Attached is a photo of a sign listing recommendations of work completed for my pool or items purchased elsewhere. BUYER BEWARE! (Photo does not show bottom of sign Recommending Southern Pools and Spas)

We prepaid to replace a 3 year old motor that thouin pools installed. The prepaid amount was for the new motor and to clean the pool. After several phone calls, they showed up, replaced the motor, and refused to clean the pool. After waiting on thouin pools to call back, we called and were told that we never paid for the pool to be cleaned. NEVER use Thouin pools and NEVER prepay. If thouin pools doesn’t do the job right, you’ll never get you money back. We were hung up on several times and treated badly. There was also a very long crack in the concrete around the pool they installed. They told us they would fix it and 3 years later have not. Thouin pools is unreliable, rude, a crook, liar, and cheat.

Have had my pool installed from Hank Thouin. Ive always had great service from them. I would recommend them !!!

Terrible, terrible, terrible customer service. Will gladly sell you a pool, but when time to service your pool, they dont have time. Problem with our liner this summer,promised BY THE OWNER that he would personally come to estimate liner replacement. 3 weeks and still no show. Have called numerous times and told He will call you in 20 minutes. No call yet. I would definitely NEVER buy another pool from Thouin.

A good place to do business. Purchased pool supplies and scheduled the opening of my pool.

Great people. Great pools.

Good small place with decent prizes for supplies!!

Set up a time and date for the owner to come out and give up an estimate. He never showed up or even called. So glad this happened before we invested in a pool from them.

Terrible customer service! Weve had trouble from the beginning and our pool is still not right. Check Angies List and BBB before you deal with them!!!!! DONT WASTE YOUR MONEY!!!!

They said they came out, maybe they did. Did nothing because there was stuff around the pool that might have blown in. Yes, we are trying to renovate the back yard again. Do not use them!!!

Not a good experience.