I see all the excellent reviews and I'm baffled. I'm happy it worked out for all of you, but I can only speak to our experience so here goes... Absolutely HORRIBLE and now our deposit has been lost as this company, specifically Robert, will not reply to emails or phone calls. We've had no conversation with Jonathan, the other owner, or ever met him, nor has he reached out. We agreed to use Terranova in October of 2020. It took Rob 5 months but finally, in March of 2021, he sent a contract and we paid a deposit. We were told we'd be swimming in 2021. We were disappointed that our date kept getting pushed back until we were no longer getting a pool in 2021, but Terranova used the pandemic as their excuse and we accepted it, even though a handful of our friends all got pools installed during this time, without issue.. We knew then we had made a BAD CHOICE.. We complained to the manufacturer, as Rob suggested I call them if I didn't believe him, and low and behold, we were offered a pool the next day, except it wasn't the pool color we selected and we were told that maybe it would be installed in October or November, which was ridiculous, so when we were assured we would be the first install in the spring of 2022, we passed. Fast forward 15 months from the initial deposit and we still have no pool. We've been asked to store equipment several times, dating back a year ago, that we'd still be storing had we said yes. On April 13th/2022 we were told, finally, our pool would be produced that week. The light at the end of the tunnel. 4 weeks went by with no updates and then we were asked to store equipment again, being delivered the next day, and to have a cheque for $11,000.00, to which we agreed we would, if they could give us an install date. Guess what!!??!? They couldn't, and even though we were told our pool was produced almost 5 weeks earlier, they were now going to check on production???!!! That was the final straw for us. My wife asked them "has our pool still not been produced?? You told us four weeks ago it was in production and now you have no clue?? We then said we would like to discuss getting our deposit back. Radio silence! Dead air! 12 days went by without a response. I sent another email about our horrid experience with Terranova and asked again for our deposit to be returned. No response. 3 more days and a call to Rob. Message left. No response. This is a classic case of a small company over promising and horribly under delivering. We tried very hard to be patient and to purchase a pool from Terranova. Rob likes to state that the contract specifies our deposit is non refundable, but at what point does a reputable company agree that they haven't delivered?? What kind of honest person keeps their clients deposit without providing any service at all??? All of this from a company we tried to support!! It's insane! BC
- Approximate cost of services:
- $5,000.00
- Company Response
Brent, it’s with regret that we see this review. Firstly, it was impossible for our company to forecast the shortages across an entire industry due to COVID-19. This included but was not limited to fibreglass, resin, staffing and more. The reason we asked you to store the equipment was for that exact reason, shortages. We wanted to ensure that our clients had the equipment on hand, otherwise there was no way to guarantee an equipment package.
As for the production of your pool, we relayed the exact information that was provided to us by Narellan Pools, the manufacture responsible for producing the pool. We have tried all that was in our control, including offering a comparable coloured pool to avoid these long delays but you choose to wait on your original colour knowing full well there was no guaranteed production date scheduled at that time and you were willing to wait. There is no way for us to install a pool that does not exist.
As for you frustration, we get it. Many of our clients like yourself had to be moved around and shifted in the schedule because of the exact delays you experienced, unfortunately your pool was severely delayed, which we were very upset about. We’ve voiced our opinion many times with the manufacture. Even though you have chosen to walk away from this project commencing, you still have drawings and permits approved from the city that can be used at your discretion. This process has costs associated to them which are covered by your deposit. Furthermore, we have ordered a fibreglass pool shell that’s is a custom product. Now that it is produced and ready to install, you no longer want a pool from us. This puts us in a position with a large liability as we have to pay for this shell in full, yet we have no where to install it.
The belief that you have nothing and we have just taken your money is completely false and untrue.
We pride our selves on delivering the best quality pools and installation, and we are very sorry we could not deliver that for you as we were not given the opportunity due to circumstance well beyond our control.