Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/16/22 Richard from RAC pools came out to see what was wrong with my hot tub. I paid him $200 with ck ****. He said he would call with the price of part needed to fix tub. On 2/17/22, he charged my ***** card $437.54 for half the cost of the part, shipping and labor. Finally, on 3/8/22, a technician came out to fix the tub. The part and diagnosis was incorrect. I called Richard on 3/8 and questioned that he would refund my card for the $437.54 and how much was new part. He finally called me back on 3/10 and said he would charge me another $200 for his tech coming out on 3/8 and wasting his time. I said it was not my fault he sent out the tech with the wrong part needed to make the repair. He told me to never call him again and he would refund the $437.54. Instead of a refund, he charged me again for the same amount. I called him back again and he said he pressed refund but would look at it. He has NOT refunded either of the charges. He now owes me $437.54 x 2!! He gave me no receipts or contracts and I have signed nothing.

  Business Response

  Date: 06/07/2022

  To Whom It May Concern,
  
  The customer’s statements are in correct order; however, the customer was contacted to coordinate that their financial issues had been resolved. There were only three transactions in our records. The first transaction was declined due to manually entry error. The second was the actual charge. The third was the refund for the incorrect part as stated in the customer’s statement previously. All three of those transactions reflected the total of $437.52. 
  
  Turns out there had been an error at the customer’s financial institution which resulted in the appearance of a double charge, and correspondence were kept until the customer had received confirmation of this by their financial institution as well. 
  
  Result: the refund was issued, and the financial error was resolved. We, here at R.A.C., sincerely apologize for any frustrations or inconveniences this has caused and are happy to help in any way!