Complaints

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Royal Pools did two service calls on our spa. The first call was on July 3 to schedule an appointment and scheduled July 11. The technician diagnosed a leak and ordered a new part. The Clear Ray **** Connector was installed July 25. While putting chemicals in the spa July 28, I received a shock on my hand. Immediately I emailed ***** telling her what had happened and asking for advice. She responded, shed check with *** and ******. After not hearing back from the office that afternoon or Saturday, I called both **************** and *********** to dispute the charges. Today Royal Pools has dismissed this case and offered no help or accepted responsibility. The appropriate response should have been not to use the spa, turn off the power and they would send a tech ASAP, which is exactly what we did after I was shocked! We have a spa that is not safe to use. Potentially, this is now a liability case!

  Business response

  08/03/2023

  Royal pools and spas has gone out to the property and after inspection of the spa it has been determined that the spa is in good working condition with no electrical issues. Customer is satisfied with the outcome of our visit and has agreed to remove any complaints or credit card disputes. 

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 16, 2020 we purchased a spa for health reasons from Royal Pools and Spas. We have been loyal customers of this company and have purchased all of our equipment, chemicals and kits from them. We have also been religious with utilizing them for our spa opening and closing every year since the date of purchase. Last year when our spa was closed, there were no noted issues pertaining to our spa cover. Recently, we paid in full ($300.00+ dollars) to have a professional technician from Royal Pools and Spas re-open our spa. The technician failed to tell my husband as well as myself that the cover had allegedly developed a hole in the cover. The technician knew that there was a hole as we later learned through speaking with *********************** (Asst. ******** that the technician took photos of the hole in the cover and brought them back to Royal Pools and Spas. When we went to use our spa that evening, we couldn't open the cover because it was completely water logged. My husband then had to drill holes in our cover to get the water out. This lead to plastic and gunk from underneath the cover to spill over into our freshly filled spa. When I phoned the manager *******************, he stated he would call me back which he never did. It wasn't until I kept being persistent with calls that he finally emailed me responding that he would take $100.00 off of a new cover which costs $850.00 to compensate for our damage. Please see the attached photos of what Royal Pool and Spas consider as a "satisfactory job" for a spa opening. We are requesting either a refund of service or a new spa cover as it may not be covered under warranty any longer, however it is still under 3 years old and was further damaged by the technician's failing to use good judgement choosing to over fill our tub resulting in the water seeping into the cover causing water logged/damage.

  Business response

  05/01/2023

  Good morning.  Attached is the email that we sent to the customer.  We offered to provide a replacement cover lifter as a gesture toward a good customer.

   

  Details - Technician arrived to do a mechanical opening of the Spa.  He attempted to open the cover and found that it had become waterlogged over the winter and left the cover in place.  He filled the spa, but was unable to start the Spa because the customer did not leave the power on to the Spa.  ******************** was contacted by phone and was advised of the cover problem and that there was no electric and also noted that there was mold around the spa and the cover and that they should clean the spa before using.  The technician took photos of the cover showing the waterlogged condition.   The photo shows that the spa was not over-filled and the water was below the top of the spa.  We are not sure how the cover became waterlogged over the winter, but it is usually due to holes, tears or slices in the cover.  The customer attempted to use the cover lifter on a waterlogged cover and the lifter broke under the weight.  ******************** now states the technician only told him about the no power issue,

  The warranty on the cover and the lifter are expired and that was explained to the customer.  We did contact the manufacturer to see if they would extend a courtesy to the customer, but since it was not a defective cover issue, they declined.

  Customer stated to me personally that they know there is no warranty on the cover at this point, but that we should just give it to them because they are customers.  It would be nice, but we can't extend all of our warranties and remain a viable business.

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

  Service Manage

  Royal Pools and Spas

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

   

   

   

   

  Customer response

  05/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:  

  Royal Pools and Spa have closed and opened our spa every year since we purchased it from them.  The spa and the cover are only 2.5 years old.  There were no issues with the spa cover upon closure last year.  There was also no water in the spa when they closed it last year as that is part of the closing specifics is to drain all water.  It became water logged AFTER the technician filled it by the water seeping into the hole.  It was only when my husband and I went to lift the cover later that evening, we discovered the water logged damage.  The technician did not tell my husband anything about the holes in the cover or we would have told him NOT to fill it since we use our well water to fill it.  Offering ** $100.00 off of an $850.00 is by far not an acceptable compromise for the damage that was created by their technician.  I would gladly accept a refund of my spa opening which was $300.00+ at this point.  Please advise.  Thank you.   

  [Your Answer Here]

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  05/06/2023

  Update - Manufacturer has extended the Warranty - Customer has been notified (Email sent 5/6/23 - Attached

*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. ↩