Wickstone Hot Tub Service
Added on May 8, 2016, by Reviewer1336441
Review: I have a hot tub I thought only needed a pump replaced on. I wanted to purchase the pump at a good price on ******, and have this company install it. During my initial phone call, the sales person, told me I would get a 3 year warranty with Wickstone if I paid more money for a "better made" pump than the one on ******. I was told the "just to come out fee", was $90.00. The serviceman, Matt, came to my house, much later than our original time slotted. I took a day off work, to accommodate his schedule, when in reality, I could have worked. He came, informed me that I had 2 pumps actually, in my hot tub. Stated I needed the whole tub re-wired. And needed a new cover, a basket and flapper for my filter door, which I never had, in spite of buying it brand new at **** ****. As the dollar signs were swirling in my head, he convinced me to get the pump he brought, costing twice as much as the ****** pump, installed, then he would come back out and re-wire my tub for $600, to be able to plug it in and determine if the other pump was bad, the heating element, or mother board were even in working capacity. So before I could even know if the hot tub would work. it was going to cost me around $1500 additional dollars on top of the $600 I spent on a pump I could not even use. I was reluctant and dragging my feet, he convinced me saying, "i may as well put it in, i already hafta charge you 4165 dollars for just coming out!". I signed a receipt that says no where on it, "all sales final", or "no returns". He advised me to fill the tub and let it static for a few days. I filled it, it sprung a huge leak. I texted him to send a pic of the leak, he said "that's easy to fix"!! That night, I conferred with my friend, who said I should not have left him put the pump in!! I spent &600 for nothing!! I called an electrician, who quoted me a $250 electric fee to re-wire my tub. Next, I called a hot tub store in ***********, they advised me to call my homeowners insurance, that most policies cover what happened to me, and that this is not an unusual claim. called Matt the day after he came out, to see if he would come get his pump back and refund me. He said "No". Disappointed to say the least. This *********** hot tub person told me, do not put any more money into a leaking tub, they are NOT easy to fix, and that by the time all is said and done, I could have had a brand new hot tub for cheaper!!! I again tried to call Matt, at Wickstone about 5 days after his service visit to my house, and have never gotten a return call or text, as was how we corresponded for the entire week prior to service visit, to schedule the perfect day and time.Desired Settlement: I want the business to take their pump back, the unused, installed pump that is sitting in my worthless hot tub. I think if you have that many years dealing with hot tubs and repairs, you should know that this was not going to be worth it for me to have the one pump replaced. I believe the service man was hasty, and to this day, has no intention to ever return my text message, which I have saved.
In response to this complaint: On or about the 8th of July I received a phonecall from our main office to contact this customer “****** about replacing a pump in her spa. I called the customer and had an indepthconversation with her about her spa. *****stated that her pump/motor wasn’t working and that it needed to bereplaced. She wanted to know what WickstoneHot tub Service would charge to install a replacement pump that she foundonline in her spa. I explained to herthat we do not normally install parts that come from outside our supply chain and that our normal charge to come to thehome is $90 (trip charge in her area)and $75 per hour plus parts and applicable taxes. She told me that she had a ****** brand hot tuband gave me the part number of the pump she found online. I explained to her that we were very familiarwith ****** spas, that we service a lot of them and that I had a pump in stock,on the truck for $399.99 plus tax, trip and labor that we could install in herspa. I also explained that the warrantyon the pump that we stock was 3 years which was much better than the 1 year shetold me she found online. She opted toschedule a service appt. and I explained to her that we were 2-3 weeks out forservice. She wanted her spa fixed so Itold her that I could work her in on July 15th. I explained to her that I could only give hera window of time as I had several other appts. in her area that day. Her window was 1-3p. On the 15th I was running approx 1-1/2hrs behind scheduledue to previous appts. durations so I called her and told her so. I asked if she still wanted me to come andshe said yes. I arrived at 4pm as notedon her invoice. When I arrived, she walked me through her garage and outback to her patio. There were bare wireshanging out of her spa, it appeared to be disconnected from the house electricalservice. She handed me a box and askedif I could fix this? It appeared to bethe remains of her original pump, completely disassembled, and corroded. They looked as though they had been sittingoutside for a long time and the box was falling apart. After looking it over I explained that thispump definitely required to be replaced. I asked her what happened to it and she said it started buzzing and thather father took it apart a few years ago. She also stated that he pulled all the wires out of the spa but that hehad passed away before he could put it all back together. She asked if I couldhook all of the electrical wires back up to the spa. I noticed that she did not have the properNEC (National Electric Code) required disconnect or proper wiring installed andthat I could not hook up the wires that she had there because of that. Wickstone could not assume liability for improperwiring but that we could give her an estimate to bring it up to code. There wasaluminum wire run to the box, where the MFGs clearly labeled ”COPPER WIRE ONLY”and the conduit and wire was in disarray. Apparently I had walked into morethan just installing a pump. When Iasked her if the spa had been winterized when this all happened she told me noand asked why. I explained to her thatsitting empty like this for several years, not being winterized could damagethe pipes from freeze and that she may have leaks. I explained the only way to know is to fillthe spa with water but that we could not fill the spa unless there was a pumpinstalled to the plumbing. She thenasked if I thought the spa was worth fixing. I advised her I wouldn’t know the condition of the pipes until we filledthe spa since they are foamed in with insulation but if we had to dig out somepipes and repair them, we could. Sheasked what the charges would be and I explained that she was at $165 for the tripcharge and the 1st hr, the pump is $399.99 plus tax and that if shewanted me to put the pump in like she booked, that would be it and then shecould fill the spa with water and let it sit for a few days to see if the waterline holds. After that if there were leakswe could come back out and repair them but we wouldn’t know until we could fillthe spa. If I didn’t put the pump in and then she changed her mind later, thatwe could bring the pump out again and install it but even if I waived the $90trip charge on the return visit, she would have to pay another $75 for anadditional hour of labor. She opted to proceed with the replacement of the pump. During the installation, she told me allabout her problems with the retailer that she bought it from, all about hernasty divorce and that she was scammed out of all of her money by her EXhusband and wanted to know if we could sell her a smaller spa because she didn’tneed one so big anymore. I explained toher that we do not sell new spas and that hers was definitely worth fixing. Over all it was in good looking shape but itdid require a few items and a new cover. I estimated it was worth about $3k-$4 if the issues were addressed andshe wanted to sell it. While I was installing the pump, I noticed she had a brokenpipe in the main equipment area and feeling bad for her after her stories, Irepaired it for free! It was about $65worth of fittings and pipe but since it sounded as though she was going to hireWickstone to repair the electrical work and order a cover from us, which herspa did need, I felt it was the appropriate thing to do. Once the repair was done I explained to her the dangers ofaluminum wiring and why the spa Mfgs prohibit it to be connected to spas. I measured out the length of wire that neededto be replaced, estimated the replacement of her broken conduit and theinstallation of the NEC coded GFCI disconnect. It came to roughly $600 at goingrate with 3-4hrs labor. I don’t knowwhere she got $4000 from!!!!! I hope that was just a type error on hercomplaint!!! Once completed with the estimate, I told her it was time tofill the spa and let it sit for 2-3 days. That would be long enough to see if any of the lines had frozen andbecome damaged. I also noticed she hadsome missing parts in her filter area / skimmer and she said that when shebought the spa as a floor model, the parts were never there. I advised her wehad them in our warehouse, that new they were almost $60 but once the rest ofher issues were addressed that I could discount them to $29. She graciously thanked me and invited me into her home to finish the paperwork. While standing in her kitchen, she paid the invoice for thepump replacement of $588.98 and asked me to pencil her in to get the wiringissues corrected. I explained to herthat I could work her in on the following Friday, July 24th and shesaid great. I put her appt in my planner,handed her a business card and left. A few days later she sent me a text message with a pictureof a leaking pipe at a different location on the spa from where we workedpreviously. It appeared to be a repairthat a $3 coupling and some pipe could fix. I told her not to worry about it and we would see her on Friday. I believe it was on Thursday the 23rd,she called and said that she could not afford to get the wiring done just yetand that she needed to hold off on the appt. I told her that was no problem and that she could contact me when shewas ready and able. The following Saturday (I believe) she called and asked if Iwould be willing to take the pump we had installed back for a refund. I explained that we could not come back tothe house, remove the pump/motor that we had installed, refund her money andthen sell it as new to someone else. That we could not refund her for the pump. (for those that don’t know, some fittings areglued into place). She soundeddisappointed but said she understood. That was the last I heard from her. I have also contacted our office manager andinquired if ***** had contacted the main number with any concerns and wasinformed that to date she has not. Thenwe saw this complaint. As for insurance, we do lots of work with several insurancecompanies on spas that qualify for homeowners’ claims. This one does not. It would be unethical for Wickstone tosuggest that ***** file a fraudulent claim with her insurance company. This would also be Illegal. Although there are some retail companies outthere that sell lots of spas to insurance companies to boost sales, knowing thehistory of this situation, Wickstone will not jeopardize its reputation and futurebusiness dealings with Insurance companies by advising a customer whodisconnected their spa, did not winterize it, took the pump out and apart andallowed it to freeze over several winters to claim it on their homeownerspolicy; not to mention advise this to someone who doesn’t understand that evenif it does go through, could be subjected to higher insurance rates in the futureby their insurance provider as result. In closing, Wickstone Hot Tub Service is a reputable serviceprovider with thousands of satisfied customers. We have maintained an A+ rating with ZERO complaints to the Revdex.com andother organizations since inception. Wehave done this by providing an exceptional service at a fair market pricethrough a professional staff and courteous business practices. We utilize new and modern equipment, we arefactory trained and take pride in our company, ethics and values. We provide Factory Warranty service for manyHot tub manufacturers represented in the ********** and surrounding area aswell as several local retailers in this market. It would be an injustice to allow this consumer to leverage that reputationand relationship with the Revdex.com to obtain a refund on a non defective part thathas been installed properly in her spa, per her request, just because she hasdecided to replace the spa now or she just changed her mind about proceeding withrepairs after this service was explained and provided. For the record, Wickstone would like to say that thisparticular spa would be less expensive to repair based on what we saw at thetime of service than paying the associated costs of replacing it with a similarmodel from the same Mfg and retailer that it was purchased from. We will also be sure to inform as such, anyparty who may inquire about this particular customer’s hot tub. Please see attached invoice from original service.
In response to this rebuttal submitted by Wickstone Hot Tub, I would like to address some of the points in the lengthy, yet somewhat inaccurate account given by the business. It is interesting to note the vast perception differences in our accounts. On July 7th, I did call the main office of this business regarding installing a hot tub pump for repair of my non-working hot tub. I had been shopping on the internet for a pump, and came across a pump, fitting the particular hot tub I have, and was entertaining the idea of this business install it for me. I did receive a call on July 8th, and had a 7 minute 31 second conversation about my hot tub, and especially in regard to purchasing the pump on ****** versus purchasing one from the business. I was told, during our conversation, that Wickstone had a better pump available and in stock for my hot tub, and that they would warranty it for a year. No explanation was given to me that Wickstone does not install parts from outside of their supply chain. I agreed to the Wickstone pump, thinking I could have their pump installed quicker and would have a future relationship with the company to maintain my hot tub for years to come. We scheduled our appointment; no conversation related to being 2-3 weeks out for service and making an opening on the 15th was discussed as said rebuttal notes. We set a time of 11am-2pm. I noted this time in my appointment book, and took a paid day off of work to accommodate this appointment time. After our call, I texted a picture of the hot tub pump model number and my address, and we confirmed the appointment in a following text. As noted by my phone call records, and a saved text message, I am the one who texted Matt on the 15th, at 3:21pm, to ask if he was “still coming today”. He did not call me, nor did he ask me if I still wanted him to come. He simply replied, via a text message, “Yes 20 min”. As was stated, upon arrival, I walked him through my garage and onto my patio. There are no “bare wires hanging out of my spa”. It definitely was disconnected from the house electrical service! I did not “hand him a box and ask if he could fix this”. As I cannot even lift the box! It was an intact pump, not disassembled, with minimal corrosion. The box was an old used box, so yes, the box was falling apart! It was just an old box to store the pump in. I did not state my father took it apart, as he has been dead for 23 years! I did ask if he could connect the spa, back to my wiring. Matt questioned if the wiring was for the hot tub, he called a partner and had a conversation on his cell phone, as to determine if I could just have copper wiring from the disconnect box to the tub, or I needed copper wiring all the way to the breaker box. There was no definite answer from them from the phone call, it seemed like they agreed it was the safest thing to do, and that seemed agreeable to me. My wire and conduit are not in disarray. We had no discussion of winterizing, other than he could sell me good products to winterize. I was the one who inquired as to a winterizing from his business. My original intent with this hot tub was to fix it and sale it, to purchase a smaller model, because both of my children will be attending Universities this fall. Matt mentioned, that he had smaller hot tubs that he and his partner work on fixing them to re-sale them. He stated he may even have a spa that I want available in the near future, but it wasn’t ready to be sold yet. The explanations that occurred during our interactions were not as detailed as the rebuttal suggests. And again, I stand behind the fact that in spite of my voiced skepticism related to installing a new pump, (that I would like to mention was not in a box nor package), Matt, in my perception hastily encouraged me to have installed. There was minimal talk of replacing the pump on a separate visit, if I decided to go that route, and I would have the $90 trip fee, he never stated waiving that; in fact, he mentioned having to recharge me the $90 if I didn’t get the pump that day, along with hourly fees associated. As far as the detracting statements and attempts to defame my character by typing of my “nasty” divorce, that is untrue. I did not have a nasty divorce. In fact, I didn’t even have an attorney! We settled our divorce in the court house with paper work we personally filled out. I actually was married to a sociopath. Everyone who knows me knows this. I discuss it freely because it has been a part of my life experience. It is why I am not impulsive and can be indecisive and question intentions by other parties. I did not have problems with the hot tub retailer either, I did however, tell Matt that once the salesman who sold me the spa originally, seemed to not know me when I would go back to the retailer to make hot tub related purchases. He agreed with me. The broken pump in the main equipment area is news to me, it was never mentioned, although the pipe was cut short by the repair man at the time of the repair. And he did fix that without additional cost. After graciously thanking him, and inviting him into my home to finish the paperwork, I did reschedule for the wiring, for Friday July 24th. There was no appointment card given, which is why texted him on 7/20 at 4:14 asking the name of his company again, because I never got a business card. The payment will be addressed at another point in the communication. I did as he suggested on the day of the repair, and attempted to fill the hot tub the next evening as to allow all the glue he used to replace the pump to dry first, and the tub leaked. I took a picture of the leak, and texted him on 7/16 at 7:21 pm with the picture. The picture was the day after the service visit. I inquired about pursuing this farther, meaning repairing the tub. I also texted that I should not have had the pump put in. I asked for his expertise and advice. He replied, “That’s an easy fix”, and “unfortunately, we don’t buy back the parts, that’s why I asked you in advance if your sure”. Text message from 7/16/8:40pm. I cancelled my rewiring on 7/20 not 7/23 via a text message at 3:21 pm, after consulting another electrician about the re wiring. I did not call, nor did I say I couldn’t afford it, I simply said, my house air conditioning was freezing up, and I chose to prioritize repairs on my heat pump rather than the hot tub. And I actually called on Tuesday the 21st, less than a week of the pump replacement to see if they would take the pump back. (Which was explained as a no.) That was not the last time I contacted the service man by text. The last time I contacted him by text was on 7/21 at 4:41pm, to discuss the findings I had relating to what the second repair person advised me, meaning consider my home owners insurance. I never got a reply text to that message, and in fact that is my last attempt to deal with Wickstone, other than this complaint. I did not feel it necessary to contact the office manager, as I was dealing only with Matt. As far as the overall cost to get the hot tub in full repair as Wickstone suggested, let me explain my overestimate. I already put $588.98 into 1 pump. My hot tub has 2 pumps. The condition of the second pump would be determined after rewiring occurred. Rewiring that was estimated at $600 as noted on the rebuttal. Factoring in potentially a second pump fee, as I already paid for one, is $588.98. A hot tub cover, that was quoted, I believe to be $3oo. A basket and flap door for my filter, which as noted in the rebuttal as an inaccuracy, was never present on my particular tub when I purchased it brand new, NOT as a floor model from the retailer: was accounted for at $60 per item, as there were no discount prices offered to me at the service time. Also, missing from his statement is the fact that I may need a mother board and a heater which would be determined after rewiring, and something I do not have the amount of. So in an attempt to estimate final cost, the prior mentioned items add up to $2197.96 not including labor and trip fees to my knowledge. Taking into consideration the potential heater and potential mother board, I guessed it to be $4000 area. I apologize for any assumed exaggerations. Getting to the insurance “fraud” part of the rebuttal, Matt and I never discussed insurance. I never mentioned it, because I never considered it an option. I never had ill intent to be fraudulent or unethical. That implication is most concerning to me. I would not ask someone to jeopardize anything to commit an unlawful act. I pay a premium for house insurance, with a deductible, for specific house issues related to my property. I was advised by another reputable hot tub dealer to discuss it with my insurance company. I have never been fraudulent nor was that suggested to me or by me. I have been gainfully employed for the past 25 years in the most ethically sound career as noted in a December 8-11 2014 ****** poll. I have no less than stellar performance appraisals for the past 25 years and have never had an offense or discipline action against myself or my professional license. I do not talk about my past experiences for any other reason than to be up front with my desire to not be taken advantage of by people. I do not do so to be “felt badly for”. I am not a victim, nor do I come off as one. Again, my character speaks volumes, by people that know me. I am a responsible consumer who wants the most bangs for my buck, as I am sure we all are. On the contrary, Matt failed to mention how my payment was made. It was made on my 19 year old daughter’s credit card, which I disclosed to him at the time. It is an unsigned **** card. I told him she was not home, and I attempted to call her at work for phone authorization to the purchase, but I was put on extensive hold, and Matt said, “Its ok”, never getting authentication. As per **** card rules, merchants are prohibited the acceptance of unsigned cards. If one is presented, the merchant must ask you to sign the card and supply an ID. **** guidelines specify that it must be an official government ID. I am glad the purchase invoice was on attached. It verifies my statement of no documentation of “all sales final” and “no returns”. I did not decide to replace the spa at this time, nor changed my mind in relation to repairing the hot tub. My intentions with the tub remain as our very first phone call, to fix it, and sell it, hopeful for a smaller one. I only wanted to deal with a professional and fair repair business that would not overinflate, in my opinion, the expenses of this repair. In closing, I would like to say, I chose this route to publish my experience, not realizing how disillusioned I would be. I have never filed a complaint prior to today. And I will never file one again. I was mistaken to think the customer is always right, or at least once in a while. My dealings with Wickstone are over. I will verbalize my opinion when able, as it is still my constitutional right. But at this point, no response is necessary, as in my best interest, I concede.