ComplaintsforSpa Pro

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I obtained the services of Spa Pro to get an estimate on fixing my hot tub. They came to my house on September 28, 2022 and inspected the hot tub and found what they thought was the issue and gave me a quote of $876.42. I thought that was a bit high BUT it was cheaper than buying a new hot tub and since I had had poorer luck finding anyone able to and wiling to fix it I went ahead with their quote. The technician (*****) assured my father that it was still a good hot tub and the fix that he was proposing would have the hot tub up and running and that I had a 30-day warranty on parts and labor. I was instructed to wait 24hrs to let everything settle and all the glue used in the plumbing portions adhere and dry. I waited 48hrs. On September 30th I filled up the tub only for it to spill right back out. I call the company right after and left a voicemail message. ***** returned my call and told me that ***** thought it was another manifold that must be leaking so they would come out on October 4 to look at it. I call October 4 to get an approximate time to when they would show, and ***** informed told me that they had already ordered the part and as soon as it arrived would pencil me in that day to fix it. This was 2 weeks ago, and I have not heard anything from them. They are not answering my phone calls or returning my voicemail messages. And I never got an answer as to when the "new piece" was ordered. Either they ordered it when they were working on the hot tub knowing that the job was not complete and not informing me or they came on my property without permission or my knowledge after my call on September 30. Work was done and I am happy to pay for work that is done however if the tub needed more work tell me so I can make the best decision based on all the information do not take advantage of my desire to have a working hot tub. If it had cost too much to fix, ok, that money could have been used towards purchasing a new one, I know would work.

  

  Business response

  11/11/2022

  [BBB Transcription via Phone]

  We have given her all the repairs that she paid for. We are willing to do the other repairs needed but she would have to pay for those repairs. 

  Customer response

  11/13/2022

  
  Complaint: ********
  
  I am rejecting this response because I paid to have a working hot tub and it is not working properly.  Had Spa Pro been professional and done a complete initial assessment for the $129.30 I paid for and been honest saying that the hot tub needed a lot of work and it would cost "x" amount I then could have made an informed decision to put the money into it or use those funds to find a new one without as many issues.

  They clearly misled me and told me that the $747.12 would be all that was needed, either knowing that more would be needed and that they would charge me again to come out or just being a poor business entity and not doing a good assessment.  They further showed how unprofessional their services are when they did not come back out to my house as promised when I made the follow up call as it was still leaking out into my yard, when they ignored my phone calls the following two weeks after and did not return any of my voicemail messages, and finishing up by telling the BBB that they did what was paid for and I could paid for more work; which is not accurate if they do not pick up customers calls or even acknowledge the 30 day guarantee that is clearly written on the bottom of the receipt. 

  I paid for an assessment at the time of completion, I paid for work to be done in its entirety when it was done, I followed the instructions left for me to wait 24+ hrs before filling the tub, I reached back out immediately after their work leaked (pictures can show that where new foam is covering pipes that are still leaking), we even set up a follow up date for the Tuesday after to check out their failed work for them to tell me on the phone twice "what else" needed to be done which means they knew they did not do a complete job or tell me that the full scope of what was needed.

  As much as I would like the hot tub repaired and working, this company is not able to do the work nor can I trust them to do a good job.  So at this point I not only need the funds back for the half-hearted work they did but for the initial assessment since it was either not done well or not explained to the customer well and they took full advantage of me in this circumstance a total of $876.42.

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

  

  Business response

  11/23/2022

  [BBB Transcription via Email]

  ******** ******,
      In response to this complaint, as I stated when we spoke on the phone, Ms. ******* paid for a repair on her spa, she received everything she paid for.  At the time of the first service call we observed the spa had freeze damage as well as rotted wood etc., we pointed out the items of repair that we could see without being able to fill the spa and thoroughly check for any other damage that might be present. This was explained to her representative. 
      Just because she paid for the work we quoted her for does not mean we are obligated to fix anything else that might be damaged for free. We would be happy to fix the additional problems but she has to pay for it! If you take your car in for an oil change and afterwards discover you need a new engine, do they replace it for free?? This is ridiculous!!
  

  
  

  I wanted to add that Ms. ******* needs to realize we are not capable of seeing the future and don't have magic wands. We couldn't see the other damage because the initial breaks prevented us from filling it up to the second area. We are highly rated professionals and our work is second to none. If she insults us publicly we will pursue monetary damages. 
  

  
  

  Customer response

  11/23/2022

  
  Complaint: ********
  
  Thank you for your assistance thus far but unfortunately the BBB is just a middle entity, and this back and forth will not produce any real fruit. 

  
  I have already filed a claim with the local Small Claims Court and am just waiting for that process to follow through.  I agree and understand that NO ONE knows the future, but EVERYONE knows good work and even more so professionalism neither of which I got or am seeing at this point with Spa Pro.  Had they done good work with their assessment they would have found all issues wrong with my hot tub and given a correct quote for what needed to be done.  They also would have completed the work they did, and the leaking would not have come from where they were working. Had they been professional they could have answered any of my numerous phone calls or voicemail messages for a follow up to even see what the problem was (which is in the area they did work) or at least discuss options with me (which they did not and still have not done).

  
  If the BBB can speak with someone from the company and Spa Pro is so willing to get more money from a customer me for more work apparently needed then they could have picked up or called neither of which has been done still only proving my point that they did not do their job and they know it.

  Sincerely,
  

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

*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. ↩