Aloha Pools & Spas of Jackson, TN

installed a pool with a hole in the liner and put a patch over it to hide itDesired Settlementwant a another liner put in if not they can come and get there pool back and a refund Business Response Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)they never installed a new liner and discover card took my money back from them they did nothing to fix the problem I would not buy anything from them or recommend them to anybody Final Business Response Yes he.is correct. Discover card refunded his money and we removed the pool as he requested .

Poor customer service / charged for "diagnosing problem" with spa and still don't know whats wrong with itWhen I set up the appointment with Aloha to fix my spa, I indicated what it was doing when turned on, and I was unsure of the brand but it says Hercules on the main component. On the day the service tech came,(Thursday 5/5/16) I asked him prior to his arrival if I needed to put water in the spa and that it had been leaking. He said he would looked at it when he got here. I explained to him the complications when turned on and there was water leaking from a tube connected to the heater. He stated he was unsure of what could be causing the issues and spent little time evaluating the spa. Before he left, he stated a service rep would be in contact with me. I called for a follow up Saturday 5/7/16 and was told they had to research parts and would receive a call on Monday. After still not receiving a call, I called back Monday 5/16/16. I was then told they can't get Hercules parts. I asked for a refund because they could not offer any insight as to what could be wrong with other than it needed a control panel. Nothing was ever said about fixing the leaking issue. The lady said I would not receive a refund and I asked to speak with the manager. After waiting on the phone for quite sometime, she came back to tell me the manager refused to speak to me, that he felt they handled it appropriately. I called back again and waited on hold for 15 minutes to talk to the manager to no avail. Desired SettlementI was charged $115 for service that I did not receive. They were unable to provide me with any information regarding the issues I was having and failed to contact me for two weeks. I would like a refund for services not provided and poor customer service I received. Business Response Mr. [redacted] called and scheduled said work order on 4/30/2016 and was informed there was no guarantee that we could get spa parts needed and Mr. [redacted] agreed ti schedule the appt and provided his credit card on file to be charged. Upon assessing the spa it was determined the control panel needed to be replaced. He called the store to follow up and the parts dept informed him they would research if we could still get parts for the spa. After research, it was determine the company was out of business and we could not get the parts. Mr [redacted] asked for a refund because he felt the service was not completed and asked to speak with the service manager who felt the service call was completed just as described, as a "diagnostic fee". We feel our expectations of a diagnostic fee were met, we diagnosed it needed a new control panel, just unable to get the parts which was made clear that could be an option on the front end. Please let us know if we can do anything to make this right and satisfy Mr. [redacted]. Thank you,Aloha Pools and Spas [redacted], **I have also attached said work order to see where customer signed acknowledging charges would be billed to card on file and indeed what we found (control panel) needing to be replaced. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The control panel may in fact need to be replaced, but that is not going to fix the reason it is leaking water out the bottom. I told the service tech this on the phone and when he arrived at my house, still nothing was said about it. I don't feel the "diagnostic fee" was reasonable because I still don't know the parts I need to fix the leaking from the heater, which is probably what caused all the problems in the first place. I also still don't feel it is appropriate for a manager to refuse to speak to a customer, even if he or she felt "the service call was completed."