ComplaintsforCantrell Design LLC

• Initial Complaint

  12/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  7/10/23 - Service for jacuzzi spa not working first requested 7/14 - Given price of $300 to include cost of travel and evaluation. Shocked by the cost, I declined service at that time hoping to find an alternative solution 9/15 - sent request for service again since no other companies in central Virginia able to work on Jacuzzi. 9/20 - Mr ******************** affirmed he would try to schedule a day to evaluate. Ended up arriving at a less preferred time on Sept 29th when we were away from home 9/30 - still no word as to what happened with eval 10/2 - finally received e-mail stating vague possibilities for what parts might need replacing. But still no written up estimation of parts/labor, or expected work timeframe. 10/4 - received QuickBooks bill for $300 (invoice #*****) - paid in full. 10/8 & 10/16 - emails sent requesting update/estimate 10/26 - Mr ******************** wrote "You haven't been forgotten. As you have an older ****** have been trying to locate replacement parts for it and secure cost. Once we have that information we'll get an estimate compiled for you. We also appreciate your patience as we could have started this process much earlier if original diagnostic visit hadn't been delayed." (That's right, blame the customer for being shocked by your estimate price of $300...) 11/20 - requested estimate and plan/timing for repair - still no reply as of today's date 12/5/23. ***Finally had another spa company able to evaluate the spa for FREE, found the problem was in the pins of the sensor wiring harness and temperature sensor - both quickly replaced and only charged $100!!! All other parts previously suggested by Mr ******************** for replacement (over $1800 in parts alone) are working FINE! SUMMARY - Mr ******************** has the monopoly on the market of spa maintenance (specifically jacuzzi spas) in Central Virginia and he is abusing customers on cost for estimation, over-diagnosing and over-charging the work needed, and then taking as much time as he wants to do the work.

  Business response

  12/13/2023

  Diagnosis was completed and paid for. Evaluation was also given via email ( all has been documented). This customer has evidently decided to call someone else without notification to us but now wants a refund for the diagnostic visit and evaluation.  He was given our fee cost upfront and chose not to use us at that time several months later he decided to use us and paid for the services we preformed.  There are 4 other companies in the ******** area that service Jacuzzi Brand spas , I don't think he bothered to reach out to him. He also had another company ( **************** Products) come out and found the ********************* to be faulty, (which we found to be ok) at our diagnostic visit.  We also found his heater and circulation pump to be tripping of GFCI breaker.  We don't know where he pulled $1800 price from and believe much of his claims to be false ! Thank you.

  Customer response

  12/13/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  E-mail communication with Mr ******************** is pasted below where in he relayed multiple items requiring replacement in order to repair the spa. This was in no way the professional estimate of parts/labor/cost as should be expected from a professional company. Having later hired another service provider to evaluate the spa, it was determined the problem was much simpler and cheaper that what Mr ******************** was planning. As such, I find that Mr ********************'s approach to diagnostics/repair to be both unprofessional and dishonest, and I still expect BBB to assist in obtaining a refund of the $300 paid for Mr ********************'s "evaluation."

  10.2.23 -  Good morning ***, yes I was able to get by to do some diagnostic testing. I think the ************* is ok, but the heater and circulation pump need to be replaced as well as the temperature & hi- limit sensors. I will email you a cost estimate for all that along with an invoice for Friday's visit. If you move forward with repairs within 30 days of receiving estimate we will not charge a second return Service Charge.

  
  Regards,
  
  ****** (***) *********
  
  
  
  

  
  

*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. ↩