ComplaintsforTwo Men and a Spa Dolly

• Initial Complaint

  07/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a hot tub in February it was delivered in march. There was no headrest installed in the hot tub. The water fountain does not work properly. The out side lights do not work properly.

  

  Business response

  07/15/2024

  We understand how frustrating it is to wait for a repair and sincerely apologize for the delay. The headrests and corner panel were backordered by the manufacturer. However, these parts did arrive last week but the service technician responsible was out of the office. We are working to find the best time to schedule the repair as soon as possible. Thank you for your patience.

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted them for a service appointment for my leaking spa.I explain that I had removed 3/4 of the panels to find that there was water and insulation was coming out.He removed the rest of one of the panels. He said oh this has the insulation in it that we have to pull out normally we don't mess with that. I said okay, well do you want me to pull it out so we can take a look at the hoses and valves I mean your here to fix it and to see where it's leaking. He said yeah and then we both proceeded to pull out some of the installation to expose the hoses. Once he looked at everything on the right side of the hot tub he said well, it's not leaking here, it's wet but who knows where it's coming from. I said okay could it be the other side, or could there be a crack? He said maybe but you're running out of time on this appointment so you're going to have to call back in and have another service call. I said what? You came out, you haven't found anything, I'm getting charged and you haven't fixed anything, he was like yeah I don't have time.So I then requested him to open up the panel on the opposite side. He unscrewed the panel dropping all the screws on the ground even though I gave him a cup to put the screws in. It was obvious this is where the tub was leaking it was soaked. He said pull all this insulation out and reschedule another service call. I asked is this not fixable, he said everything is fixable Then he said oh there's some stuff that you can pour in it like Fix-A-Flat to see if you can seal it or something like that. I was like pour where. He didn't tell me anything more about it or if he had it or he was going to do it. Nothing. He said ok well that's it then. I He said that he needed to go.I called the office. Was put on hold for 10 minutes. The service manager said yeah older tubs leak, there's this leak stuff. We'll send it out to you. He said if it works then we'll send somebody out and cleaned up.Leak wasn't fixed, product never shipped.

  

  Business response

  06/24/2024

  Our technician went to the customer's house and performed a ******* inspection on the hot tub and confirmed the leak. We originally quoted the customer $125 for the diagnosis service fee as she is outside of our standard service area.
  
  The customer called after the technician left and spoke to the Service Manager who explained what the customer could do to move forward. Due to complexity and time constraints, we do not repair full-foam hot tubs in the field. We apologize if this was miscommunicated in some way to the customer. The Service Manager shipped the customer a bottle of Leak **** **** GROUND TRACKING NUMBER# 1Z5631R90397986798) on 6/18/2024 and discounted the service call from $125 to $95 in a good faith effort to appease the customer knowing she was upset that we could not fix the leak that day.
  
  We apologize again if something was miscommunicated, but as our technician came out and performed the diagnoses and we did send the product as discussed - we will not be issuing a refund. 
  

  
  

  Customer response

  07/05/2024

  I completely reject their respond. It is full of untruths. 

  I was never notified the company responded so I am just now seeing this response.

  I contacted them and told them my hot tub was leaking. I paid for a service call for them to repair the leak which they did NOT. I also told them when I called for the service that there was insulation coming out so they knew there was insulation as ALL hot tubs have that. Nothing was said that they couldn't or wouldn't repair it. If that was the case why did they schedule a appointment to come out to look at it if they wouldn't repair that?

  Also the product that they "shipped" never arrived if you look up the tracking number it is in "Label Printed" stage. I paid for the product and I NEVER got it. That is a bold faced lie. I ended up ordering a similar product on Amazon to attempt the repair myself. 

  Customer response

  07/05/2024

  I took this screenshot today as you can see they NEVER shipped me the product. So they reduced their service call from $125 to then charge me for a product they never shipped. 

   

  Here is proof I ordered and paid for the product from Amazon. 

  

  Business response

  07/08/2024

  There was a miscommunication between the Service Manager and the Office Staff and the product was not sent. TMSD will issue a full refund for the service call charge and for the product.

  Customer response

  07/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I hope to see the refund within the next two weeks. If not I will notify you..

  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get service completed on my hot tub since April 29th. The young man came out with a few days, let me know that there was a crack in the manifold. The estimate was sent out and seemed reasonable. I did not hear from them after I authorized the work to be done. I called, I emailed and I begged. Emails remained unanswered and every time I called the service manager was not there and never called back. I finally threw a bit of a fit with the lady that answered the phone and eventually got a response of we are having problems ordering the part. Fed up, I called St ************* Warehouse. They came out in a few days. The manifold was so common the gentleman that came for the service call had it in his car. I was fixed in a little more than an hour.

  

  Business response

  06/18/2024

  We sincerely apologize for the negative experience. The company, St. ************* Warehouse, is a dealer for the manufacturer of the customer's hot tub. That dealership would have easier and quicker access to that specific manifold because it has direct access to the manufacturer. Despite their claims that this part is very common - for our company to receive it from a 3rd part parts supply vendor is more difficult due to the age and make of the spa.
  
  However, we do understand that the customer is frustrated at the wait and we would like to abide the customer's request of a refund of $150 on the condition that the 1-*********** review against our company be removed. 
  
  The money the customer paid was for work that was completed in a satisfactory manner and she had no prior complaints about. She was happy with the diagnosis and cleaning of her hot tub.
  
  When the customer removes the review, we will refund $150 as she asked.

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a spa from them a year ago because they came to **********, **. for a big hot tub sale. Talked to the owner **** and made a deal with him asked him how the warranty would work since they were 8 hours away. Said it wouldnt be an issue. After a month or so after getting hooked up it would trip the main breaker due to some water coming out of blower motor and not work, it also wouldn't heat either so i contacted 2 men and spa and they were good on sending a guy here which was a delivery driver who didnt seem to know what to do but changed out the heater and showed where the water was leaking at the blower motor which informed **** of this he said it wasnt possible so I sent him a video. He then said there should be a check valve in front of the blower which there wasnt. So he sent one to me and I had to install it because he wasnt sending anyone to install it. Worked fine for a few months when we had it opened for the fall/winter months. Then blower quit working so he sent me another one which **** told me he would make a ticket to have it installed. After a few weeks of not hearing anything I tried contacting him, then the office and they never had a ticket for it to be installed which upset me so I asked if I could install it so I did it myself again since they wouldnt come do it. So after a month or so it stopped working and was now tripping the main breaker, which isnt safe. So contacted office again and they suppossedly opened a ticket but after 2 or 3 weeks of not hearing from them and called office again which was told they would find out and call me back. After couple days of not hearing anything I called and talked to **** which told me the same thing, didnt hear anything again. So called again the next day talked to **** who tried to do the same thing which I informed her that I wanted to talk to someone now since no one calls back. I then got ***** and told him what was going on. There is more to this but running out of characters please call me

  

  Business response

  04/08/2024

  We would like to apologize for the inconvenience and the frustration the customer has experienced.
  
  The first concern we would like to address is that we are not entirely sure who the customer is is communicating with. The Owner of Two Men And A Spa Dolly's name is not ****. The only "****" that we have under our employment is the delivery driver named "******" who the customer states  "didnt seem to know what to do but changed out the heater and showed where the water was leaking at the blower motor". The owner of the company (****) was not at the show where the customer purchased a hot tub. The salesman he purchased it from is named *****, and the Service Manager and Lead Technician (whom the customer has communicated with) are ****** and *****, respectively.
  
  On 8/30/2023 TMSD sent out a Delivery and Service Technician (******) to install a heater and a blower. This was completed. ****** did not have a check valve for the blower and our ****************** shipped the valve to the customer the next day. The ****************** was under the impression that the customer did not mind installing this on his own, as he was anxious to get the parts replaced and his spa back to the factory set up.
  
  A ticket was opened on 1/31/2024 for the second blower. TMSD ordered another blower and it was sent out in March. On March 27, 2024 the ticket was closed by our Office ******** ****** with statement that the customer installed the blower and everything is working.
  
  Also on March 27, 2024 our Office ******** *****, opened a new ticket regarding a new issue: Tripping Breaker, ozone not working. It is taking time for us to communicate what is happening at this stage because we are working with the manufacturer of the spa (Cal Spas) trying to engage the Cal Spas dealer most local to that location who are contracted to perform warranty work. In lieu of that we are diligently working to find the most available local resource to help this customer.
  
  If the customer has been calling any other phone number outside of ************** or ************** and speaking to someone outside of our office staff or service department, that is not recommended to receive support from our offices.

  Customer response

  04/16/2024

  When they responded with the first blower, it was the delivery guy that installed the first one and he didn't know anything.  The second blower got sent to me but the ticket was closed.  I put it in there because they wouldn't send anyone up there to do it.  It's supposed to be under warranty and I'm the one that ends up doing the work.  It is the same thing with the check valves for finding out recently that they are not to be on the hot tub so I have water issues and this is what keeps blowing the circuits out.  Now the new blower, is supposedly ordered and the ozonator is not even on the hot tub.  No one calls me back to let me know what is happening and this has been going on for months.  I haven't been able to use my hot tub since it has been tripping the breaker and they haven't found the underlying issue.  

  Customer response

  04/18/2024

  I received my paperwork which states my spa came with an ozoneator. I was misled, the customer service rep told me my spa did not have one it and it needed to be installed. 

  

  Business response

  04/22/2024

  Apologies for the delay in response - we thought this complaint was closed. The customer spoke to TMSD Service Manager, ******, on 4/12 and, while still understandably frustrated, appeared to be agreeable to the plan moving forward that we would have the part in question shipped to him and arrange for a reliable, local, company to service his hot tub.

  Customer response

  04/29/2024

  Complaint: 21540819
  
  I am rejecting this response because: nothing still has done I received the new blower but nothing on the ozone. Had a conversation with ****** on the 4/19/24 to find out when someone was going to install these again and said for me to call professional pool & spa here locally and inform them I received to blower I told him that he needed to because its thru them! I asked about the ozone again and said he was waiting to hear from ******* at ******** on that! I said oh thats funny I just talked to her and she said she informed 2MSD that they never ordered the the spa with that on it! I asked him why he was lying about this and I want my tub repaired or picked up do to the fact my paperwork shows its supposed to have this on it and how I havent been able to use my hot tub since its blown the breaker and they dont want to take the time to find out the underlying issue! He then told me abruptly that I was making a  mountain out of mole hill! I said excuse me! Im not risking my life or my daughters with electrocution because of your companys decision to s**** around on fixing the underlying issue! I then informed him I want to talk to the owner by the end of day and hung up! This comment upset me a lot and was unprofessional! I then received a call from **** the owner a couple hours later and informed him what has been happening and he was more willing to help and told me that he would send someone and himself up to my house to handle this and he would find out the ozone issue and call me by the end of this day or lasted the following Monday the 22nd! I have yet to here from him which doesnt surprise me because they dont return calls it is now 4/29/24! 
  I want them to come get this hot tub and give my money back because they dont honor their warranty and sold this tub with false pretenses!
  
  
  
  Sincerely,
  
  ***************************

  

  Business response

  04/30/2024

  The owner, ****, spoke with the customer and is arranging for TMSD to collect the hot tub and provide a refund.

  Customer response

  05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as they do it!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/25/2024 $95 I contacted this company for a leak in my spa. After a week of waiting I was charged $95 for a service call. ***** the technician came out for approximately 20 mins and stated he couldn't detect the leak. To further diagnose the leak he would have to charge 500$ each way to the shop and 6-10 man hours to trouble shoot and fix. I told him i would think about it. A few hours after the service appointment I was contacted by ***** the sales manager. I was then being questioned about a new hot tub. Two days later i decided to look for the leak. The coupling from the pump to the heater had water leaking from it. I inspected it and found out the gasket was shot. I purchased the $1.99 gasket from a more reputable store. After installing the gasket, original spa holds water and is NO longer leaking. ***** contacted me via text and stated that "No visible water is seen coming from the heater. Now it's possible it leaked afterwords but when the pic was taken and he was there it's dry up front ." Emphasis that it leaked afterwords.... A $1.99 and less than an hour of my time and no other leaks...and the spa is holding water for 4 days now with zero leaks. Sounds like that was the issue altogether. I inquired about some sort of refund for this oversight and was not offered anything I will NEVER recommend this company and I would stand clear of the sketchy business practices. $1.99 could have turned into a 2,000-2,500 dollar fix or worse yet a new hot tub for even more.

  

  Business response

  02/06/2024

  We apologize for the negative experience the customer has had. The service technician, *****, did come out and attempt to diagnose a leak. We have it recorded he was at the residence for over 30 minutes. Our technician states that the customer was on site with him while he was diagnosing the leak and ***** got the impression throughout their conversations that if the leak could not be found - the customer would be interested in buying a new hot tub. The customer also never observed the leak while ***** was on site working to diagnose the issue. It is possible that when the customer attempted to self-diagnose, the leak became more visible. There is no way of us knowing, as we were not informed of what he found until many days later.
  
  We are not denying that our technician made a mistake, it was a human error.

  The customer never directly contacted the office for us to resolve the leak he says he found or ask for a refund. He may have stated that at some point to a member of our sales team, *****, but the customer never reached out directly. The customer immediately sent out multiple bad reviews in an attempt to damage the company. We would have happily resolved the issue if we would have known more about it before that point. The owner of TMSD has attempted to reach out multiple times via phone, but does not receive an answer.

  TMSD will refund the customer his $95 service charge. We apologize for the mistake and hope that the customer considers amending the reviews in good faith. 

  Customer response

  02/06/2024

  The company needs to take ownership 100% of their shortcomings not paint a narrative that the customer is to be partial responsible for blame. Simply, provide the service you are being compensated for
  

  Tech was only onsite for 26 mins from entering and leaving not over 30minutes.   Video footage can ascertain this claim.

  The company needs to retract all the story telling in the reply and take ownership for the short comings and stop trying to point the finger where the issue does not lie.

  Attempts were made to try and remedy the situation with no avail.  
  

  As a previous business owner and manager of several businesses, I am shocked to hear that either manager could not provide reimbursement or a remedy to the situation and has to go through the owner.   I guess the owner has issues with them managing.

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a major leak with my hot tub .It was empty when ***** came out .He stated it was from the heater someone would call me with the amount and schedule an appointment and for me to fill the hot tub .3 hours later I called and told them NOT TO ORDER the heater because water was going everywhere and my back yard was flooding. I needed a new hot tub. weeks later I was in the hospital while there ***** ( from the company) came to my home without my knowledge. My brother was there and he told them I was in the hospital they said ok and went over to the hot tub .3 months later I saw it on my bank statement and called them. I SAW NO OLD HEATER OR PAPER WORK . I TRIED FILLING THE HOT TUB AND AGAIN FLOODING EVERYWHERE I called and he stated yeah you need a new Hot tub !!!! Then why did you install a heater and I want my money back ..he started screaming and claiming I approved it ,I told him I wasn't even home , He stated they already started a new hot tub ticket for me and I told them I wanted a refund he said no ...I TOLD HIM I NEVER APPROVED OF THE CHARGE OR A HEATER because the water was coming out from the entire base not holding any water Months I waited for them to do the right thing but they never did .I never saw paper work I don't even know if they actually put in a new heater ..there is No evidence of that .I have ask posted on their Facebook everything they just blocked me ..this is abuse I had to change my d3bt for fear they would abuse us again .My husband is bed ridden with Parkinson and Lewy Body Dementia. Mt brother was here because I was in the hospital having surgery .so because I paid f I r t h e first visit with my debt they used my debt without my knowledge the second time and my brother asked them to come a different day but they refused and I had no idea they were coming , I called them and told them NOT TO IRDER A HEATER I NEEDED A NEW HOT TUB .BUT THEY USED ME AND DECIDED TO TAKE ADVANTAGE OF ME BY CLAIMING THEY PUT IN A 920 $ PART

  

  Business response

  01/27/2024

  On 5/9/2023 the customer engaged in a text message with the TMSD office staff correcting her email address, specifying what chemicals to bring, and noting that she may not be home at the scheduled time - but approved for TMSD to service the hot tub without her being there. On 5/11/2023 TMSD technician, *****, arrived at the customers residence at 11:58 am to address the issue of a leak and provide hot tubs chemicals that the customer requested. During that time the customer was on-site and spoke with ***** regarding the leak(s), the bad heater, and expectations regarding the current state of the hot tub. While on-site, ***** added enough water to hot tub to observe and document the heater (which was disconnected from the plumbing) leaking; he also showed this to the customer. He then called the parts provider we work with and received a price of $450 for a replacement heater. The customer approved this charge on site.
  
  The customer called on 5/11/2023 2:29 pm and explained that she was filling her hot tub and it was still leaking. She stated that ***** was "getting pricing on a new furnace" for the hot tub. ***** had already given her the price and she had approved it. On 5/12/2023 TMSD opened a new ticket to install the new heater and check for further leaks.
  
  On 5/18/2023 our automated system texted and emailed the customer multiple times to notify and remind the customer of her appointment on 5/19/2023.
  
  On 5/24/2023 at 9:55 am the customer called into TMSD, stated her concerns and was routed to the Service Manager for further conversation. As the Service Manager was attempting to explain the work that was done and answer the customer's questions - an unidentified man with the customer took over the phone call and became extremely belligerent with the Service Manager; cussing multiple times and raising his voice. The Service Manager attempted to continue to explain the work done and answer questions despite the customer and the unidentified man berating him. 
  
  TMSD did not charge the customer's payment method without prior approval - approval to charge is given when the customer opens a ticket and provides the payment method, which is a stipulation of authorizing TMSD to come on site for service work. TMSD did not leave old heater at the residence because it needed to be sent away for reimbursement on a core charge. A core charge is a form of deposit held for the return of the used part. Core charges are set by the manufacturer or supplier and are based on the value of the materials in the part or the reusability of the old part. The core charge is added to the price of a part to encourage the return of the old part.
  
  Documentation of invoice and work done was sent to the customer's email address, *****************. She provided this address via text on 5/9/2023. Our system shows that she did not open emails for either invoice. 
  
  Tried attaching Pictures, call recordings, & invoices but response would not send. 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Hot Tub was cleaned by Two Men and a Spa Dolly on 8/4/2023. During Spa cleanup, the technician was unable to open the filter to clean or replace the same. He discussed with the Service Manager at his end, and told me that it might be easier to replace the filter once the Hot Tub will be filled with hot water. He also sold me 2 replacement filters, make a note about the issue, and told me to inform the company in case I would not be able to open and replace the filter myself after filling the tub with hot water. That night, I had tried to open the filter, and it did not came out. I had called the company on 8/7/2023 (Monday), and informed them about the same. They told they have the note from the technician, and they have informed the Service Manager to contact me. However, no one contacted me. From then on, I had called them 3 more times, informing that I never got a call from the Service Manager. But their response is just the same (We had informed the Service Manager, and he will call you when he would be available). Need help from BBB to resolve the same for me.

  

  Business response

  08/29/2023

  Two Men And A Spa Dolly will send out another technician. Unfortunately, there is a possibility that the filter could be locked up in the plumbing and TMSD would not be responsible if the plumbing cracks. If there is an issue with the plumbing, TMSD can replace it at labor + parts. Otherwise, TMSD could give the customer credit for not cleaning the filter and filters he bought.

  Customer response

  08/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Today, TMSD sent another technician. He was able to remove the old filter, and replace the same with the new filter. Thanks BBB for your help, and thanks TMSD for taking prompt action.

  
  Sincerely,
  
  ***********************************

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a CalSpa F1325 Swim Spa from Two Men and a Spa Dolly in November of 2022 for $26,372.67. It was delivered and after we began to fill the spa it was clear there was a leak around one of the swim jets. We submitted photos to Two Men and a Spa Dolly and they dispatched a technician in December of 2022 and he advised that the swim jet would have to be replaced - they would need to order the part and wait for warmer weather to drain the spa down to the level needed to perform the replacement. We have continually called and tried to get in touch with someone at the business, and they have not returned our calls or fixed the problem. The concrete is stained with algae from the leaking water, the frame is likely moldy from leaking water, and I have to monitor the spa very closely to ensure the water doesn't leak out enough to cause damage to the pumps. Two Men and a Spa Dolly committed to fixing the issue, and it has been dragging on for much too long.

  

  Business response

  08/11/2023

  We apologize for the oversight and issues with communication. Our ****************** will be reaching out shortly (if they haven't already) to schedule the resolution.

  Customer response

  08/15/2023

  I see the business responded to my complaint and advised they will be reaching out - but they still have not reached out. I was planning on giving it a week before I clicked the "not satisfied" button - is that acceptable / best practice from the BBB's perspective? 

  Respectfully, 
  ***********************

  

  Business response

  08/19/2023

  We apologize for the delay, the ****************** is sending a technician out on Monday August 21. Thank you for your patience.

  Customer response

  08/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We've been charged 3 separate times totaling $2,055 and I still can't get anyone to answer my calls and my pool is still not open or ready to swim. The communication (or lack thereof) is terrible. I even tried emailing the manager to see if that would help and it hasn't. Now the brand new filter they installed stopped working in under 3 months. Let's see if they honor their warranty ***UPDATE: Pool was not filtering correctly so we called another pool service out. He said not only was the wrong kind of sand used but only a third of the amount needed! This company keeps costing us money

  

  Business response

  08/04/2023

  The customer voiced complaints with work that was done in June of 2022, by early July of 2022 Two Men And A Spa Dolly (TMSD) had resolved the issues and the customers accepted that resolution. TMSD has not done any work for these customers since July of 2022. TMSD did not close the pool in 2022, nor did TMSD open this pool in 2023. We are unsure as to why the customers are reopening complaints and harassing the business with continuous bad reviews on multiple social media platforms at this time. The customers accepted the resolutions TMSD gave them a year ago. If the swimming pool and the equipment are not functioning properly, that is not a reflection on TMSD as the customers accepted the swimming pool, equipment, and its conditions and functionality 1 year ago. Two Men And A Spa Dolly is not responsible for whatever has happened during the last year that we have not serviced this pool or equipment.

  Customer response

  08/04/2023

  In regards to the response we of course would not let this company on our property again. We hired another company to diagnose our filter issue and that's when they found that not only not enough sand was put in our send filter but it was completely the wrong type of sand the filter calls for. This company charged us a lot for the 'pool sand' and this wasn't even pool sand. They are now harassing me and reaching out to my workplace with slander. 

  

  Business response

  08/08/2023

  In response to the customer's claim "...it was completely the wrong type of sand the filter calls for" and "This company charged us a lot for the 'pool sand' and this wasn't even pool sand":
  The sand TMSD uses for swimming pools is: QUIKRETE 50-lb Sand Pool Filter (Properly graded clean silica sand, Use for swimming pool filtration systems, 20/40 Gradation, Used for swimming pool filtration systems designed for use with silica sand).
  
  In response to the claim "only not enough sand was put in our sand filter":
  If the swimming pool was used without issue after TMSD's last visit in early July 2022, that shows evidence the filter was working. The customers made an initial complaint in June of 2022 and then allowed TMSD back on their property to resolve the issues of that complaint in early July 2022. If they hired another company to resolve further issue at that point - why did they not contact TMSD at that time and make these claims?
  
  The claim that a partial amount of sand was in the filter could have been caused by the company they hired in 2022 to close the pool, or the company they hired in 2023 to open their pool. It could have been caused by human error on the customer's part or a well meaning family member. The possibilities of sand missing from the filter are numerous. Since TMSD was not contacted about it for 11 months we cannot claim responsibility.
  
  In response to the claim: "Since they've been here weve had to hire an electrician to finish installing the pump and to fix a leak that was caused by the pump/filter install":
   Since TMSD was not contacted about it for 11 months we cannot claim responsibility.
  
  TMSD vehemently refutes the accusation that anyone has "stalked [them] on social media".
  
  The TMSD Service Manager has a personal and professional relationship with the customer's supervisor and reached out in an attempt to broker a more neutral communication outside of the customer's numerous bad reviews and complaints via multiple platforms. In no way was there intention or action to harass the customer.
  
  TMSD was under the impression for the past 11 months that this issue was entirely resolved and felt blindsided by the customer's latest claims.
  
  Two Men And A Spa Dolly cannot complete the customer’s Desired Settlement of “Refund; Finish the job” due to lack of evidence that TMSD installed the equipment incorrectly, caused a leak, used the wrong kind of sand for a swimming pool filter, or partially filled the filter. Due to the customer’s statement of “we of course would not let this company on our property again” we are unable to complete the “Finish the job” portion of the Desired Settlement as well.

  Customer response

  08/08/2023

  Complaint: ********
  

  I am rejecting this response because:

  
  I have the sand that was taken out of the filter and it is not pool sand. Ive had several pool companies/stores look at it. The filter is a closed system so I don't see any reason it would need to be opened or we would lose 15 lbs of sand on less than a year... Per TMSD the sand should last around 5 years. The companies repeated argument is "this was a year ago" but the pool was closed in September and reopened in June so it's not "a year".

  I have an email from TMSD that states they couldn't finish installing the pump and we needed to call an electrician. The one we called said it was odd because the pool company normally does this. 

  Although I don't work for that company anymore I did feel TMSD was attempting to intimidate me and I feel threatened. The route they took shows me they know they were wrong and they were caught with my reviews.
  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When they opened our pool in April, it was discovered that it was broken. They tried to fix our pool. We paid them $2,000. It wasn't fixed. We told them if they didn't fix it, we would cancel the payment on the credit card that was already charged. (This was in June) They came out and worked on the pool, and now tell us we owe an additional $1,000. We refused to pay this. They then wanted all of the equipment back. Told us we had to uninstall the equipment ourselves and return it to them at their office. I then posted a complaint with you, and the pool company then said that if I don't take down the complaint they wont return our custom pool cover. I told them I would not, they then said they will not allow us to return the equipment, and if we even go to their office, they will call the cops and charge us with Trespassing. See attached emails. All we want is our pool cover back. Between $5,000 - $6,000

  

  Business response

  06/09/2023

  ****, TMSD Owner, called ***** **** on Wednesday June 7th to discuss what happened between the customers and TMSD Service Manager, ******. ***** relayed the information and ****.

  ***** stated via text message later that evening "We can just call it even and you do not need to warranty the parts. Just drop our pool cover off by Friday."

  **** then stated "I’ll drop it off, I leave for a show out of town Thursday...I’ll get it dropped off next week."

  *****: "When are you coming by next week?"

  ****: "I get back Monday, I’ll load it up in my truck and drop it off on the way to dinner. Let me check what next week looks like."

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩