ComplaintsforJeff's Pool & Spa Service

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2015 ****** installed a spa pack in my hot tub. This hot tub is rarely used but I am selling my house and wanted it in good working order. i was told I needed a pump which was installed approximately 2 months ago. The hot tub was still not working properly. ****** returned (different employee) and said the incorrect pump was installed and that the spa pack installed in 2015 was also not correct for my tub. Now ****** wants to charge me full price to "fix everything". I am very unsatisfied with this solution. I did not know that incorrect parts were installed as I know nothing about hot tubs, but it seems to me that ****** should do something to make this right. I have already paid them approximately $2,000. + for a non-working hot tub. They know that I'm upset but they did not call me with a resolution offer as promised. That call was due on Wednesday, Sept. 22, 2021. Thanks for your help.

  Business response

  10/13/2021

  From: **** ***** <*******************************>
  Sent: Wednesday, October 13, 2021 2:11 PM
  To: Info <*****************>
  Subject: Response to case ID ********

   

  Jeff’s Pool & Spa Service Inc.

  170 Key Circle Dr.

  ********** ** *****

   

  13 October 2021

   

  BBB of ********* ******* * ********* ********

  **** ***** ****** ***** ***

  ************* ** *****

   

   In regards to case ID: ********

   

  In 2015 the customer contacted us due to problems with their hot tub. The jet pump, one of two pumps, and spa pack had failed and needed replaced. At that time the customer was quoted the proper repair, but did not want to pay the cost associated with replacing their dual pump spa pack and new pump.

   

  The customers informed us they would like a cheaper option and that they just wanted it to heat and circulate the water. We presented them a cheaper option, which was a less expensive spa pack that would only operate one pump, but since the other was broken and they stated they didn’t care if it had the full functionality, we told them we could perform this repair and it would circulate and heat the water, but they would not have functioning jets. The customer chose this option to save money.

   

  Clearly this worked as it was 6 years until they contacted us again when the recirculation pump failed. The customer is selling the house and wanted the hot tub operational, so they paid us to replace the recirculation pump that had just failed. We replaced this one pump to restore the system to what it had been for the last 6 years, in which the jets had never worked.

   

  When we received a complaint that the tub was not operating properly, we sent a technician back out who then informed the customer that they had selected a cheap repair in 2015, and if they wanted the spa to work as originally intended, they would need to perform the repair that was recommended and denied in 2015, which is a spa pack designed to operate dual pumps, and the replacement of a second pump which had not been working for the last 6 years.

   

  The customer is upset because they are selling the house and want the spa 100% operational, but they chose a cheaper modification in 2015 that suited their needs. We did not sell them the wrong pump, we just sold them 1 of 2 pumps needed to make the system work as they now want, and the other one would need replaced as well. It is currently operating as it has been for the past 6 years, except the new pump has a dual speed option, where the previous pump was only 1 speed.

   

  When the customer complained about the estimate to repair to 100% functionality, the technician offered the customer $300 off the estimate amount by reducing the labor cost from 5 hours to 2 hours, even though we have to crawl under the house for the installation which is not a 2 hour labor job. The customer said this wasn’t good enough and denied the estimate, and has not paid us for the hour labor due to show up and go through the hot tub with them.

   

  We will hold true to the reduction of the labor from 5 hours to 2 hours on the estimate they received, if the customer pays their overdue balance of $100. However, it is not our fault that the customer wanted to save money in 2015 and chose a cheap repair, and is now upset that they need to spend more money to repair it properly so they can add it to the value of their house. 

   

   

  Thank you,

   

  **** *****

  President

  Jeff's Pool and Spa Service

  *** *** ****** ***** 

  ********** ** *****

  ************

  Business response

  11/08/2021

  In July of 2015 the technician diagnosed the issues that *** ***** had and gave her the options for the repair. She contacted our office four months later to approve the repair, but wanted the cheapest option. She was made aware of this and even again when she contacted our office this year. Each time a technician spoke with her, all information was fully provided in detail. I have had to speak with her on several occasions because during the last service we provided her, her credit card was accidentally charged twice for her downpayment. The mistake was corrected and I provided this information to her over the phone on August 19th. She contacted me again a few weeks later accusing us again and I explained to her that we had already spoken and that it had been handled and sent her copies in an email on September 3rd. After the email, she contacted the office for the third time on September 14th and I explained to her again that we had already spoken about the matter and it had been resolved. During that phone call, she had requested for me to send another technician to her house to diagnose a separate issue. I explained to her there would be a diagnostic fee of $100 and she requested to pay the technician on-site. The technician that has been to her house previously, diagnosed the issue and he again explained what was going on. When he requested the payment for the diagnostic fee, she said she would contact the office to pay over the phone. After the payment had not been made, the technician contacted her about the payment and to go over the estimate with her. During this time she asked questions again about the services she needed and she told the technician she was going to think about what she wanted to do and call back. No questions or concerns were brought up with the technician when he was explaining the repairs needed at her home or during their phone call. *** ***** called the office and started making these accusations to a store clerk which took down her information for the technician to call her back. The technician called and explained the same information that she has already been explained about since the beginning and even offered her a discount which was technically not warranted, but he was trying to be nice. We did not install an item that was "faulty" and I highly doubt the customer paid to have something repaired and did not use it for six years.  

  Customer response

  11/09/2021

  From: ****** ***** <***************>
  Sent: Tuesday, November 9, 2021 10:32 AM
  To: Info <*****************>
  Subject: Re: You have a new message from the BBB of Northeast Florida in regards to your complaint #********.

   

  Thanks for your help in resolving this matter. The respondent is stating “facts” that don’t reflect actual conversations,However, I will drop the complaint because I have sold my house.  We truly did not use the hot tub but as a former investigator I understand that hearsay is difficult to prove. Please close this complaint as resolved

  Sincerely 

  ****** *****

  ************

  Sent from my iPhone

   

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