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