When calling for a quote to change the sand in our pool filter and open the pool, I was given an initial quote of between $and $and agreed to that as long as it didn't exceed the $limit The time was set for a certain date and time but I was called to move the appointment up to the next day because they had the time available I asked that they not come until 2pm so that I could be there when the work was being doneIt had rained that morning so I was glad that I had put it off until 2:in the afternoon However, when I arrived home, I discovered that the workers had already come and gone and there was a bill for $left in the door There was a long list of things on the bill, most of which meant nothing to me I called and spoke with the owner and he told me that they got to the house sooner than expected and realized that a part ($186) had to be replaced I was and am still confused as to why the quote was so different from the actual amount I was charged Of course, I would have had them put the part on if I had been there to approve it but since they came early, they took it upon themselves to replace the part When you get your car serviced, the mechanics don't automatically put a part on the car to get it running without first asking permission The cover was balled up in a corner and of course, was wet from the rain and the pool filter was leaking I insisted that they come back and correct the leak, which they did I was not dissatisfied with the work done, just that I was not informed that the price had practically doubled and that I was not consulted before they did extra work above the estimate I have spent a lot of money with this business in the past, including the purchase of a hot tub I will not purchase any more goods or services from them in the future
Near the beginning of June We called a total of three pool and spa companies listed with A+ reviews on the Revdex.com site, to get quotes on replacing our inground pool filter and pump One company never got back with us on an estimate, even after we sent email pictures to clarify what type and size of pump/filter system we needed to replace, and initially they told us they wouldn't be able to do the work till July or August The second company took a week to get back with us on a quote and they wouldn't be able to perform the work until mid july Aqua pros gave us a quote within days, were a couple hundred dollars cheaper than the second company and they installed the pump/filter system within week There was some air coming in the drain line, yet not the skimmer line at that time....so we turned off the drain line Two weeks later there was air coming in both lines, yet the filter was staying primed I called Keith (the installer), and explained the problem, telling him it was probably a bad part, which he thought was possible He came back within a week and fixed the issue, without charging us...it was a bad o-ring This company was very receptive to our concerns, quick to do everything and I will definitely use them again for any pool repairs or replacements that we need!!!!
Mr [redacted] stated "After
speaking with the owner and explaining that my hot tub was not fixed,
he did not offer any resolution . It seemed as though he didn't want to
deal with the problem at hand."I replied in my prior response that my senior technician's son was in the hospital and we were struggling with a difficult workload due in part to that. Mr [redacted] told me that his tub was losing only a small amount of water long period of time, no big emergency. I asked him to be patient and we would get to it in no more than a week. He was obviously displeased with my reply and here we are.Mr [redacted] permitted no resolution.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I did contact your company, that you have staff that feels they cannot carry a complaint to you due to your attitude should not fall on the customer. It is unfortunate that you consider this, even at best, adequate service is ridiculous. On the face-caps, one strip, the break was at the top only about 3 inches, the other side strip was only cracked at the very top approximately 1/2 inch and the bottom one was fine. Your installers took the two broken pieces and left the bottom strip. I should have been notified if your "policy" is to just throw them away. Per your statement you do not replace these pieces unless you "deemed" it necessary. So why didn't your installers at least leave them for me if they were not replacing with new. You are well aware of my phone numbers and could have easily contacted me to get involved at the correct time. Again, this is gross negligence and you can "blame me' but what is comes down too is you let your installers go on their own and you do not follow-up on the quality (or lack there of) of work. My offer at this time still stands, when I close my pool for the winter I will be more than glad to lower the water enough to have your company come out and replace the face-plate and caps to correct this issue, with a guarantee of no leak for the first year. Otherwise, I will have another pool company do this and send you the bill.
Regards,
[redacted]
When calling for a quote to change the sand in our pool filter and open the pool, I was given an initial quote of between $500 and $600 and agreed to that as long as it didn't exceed the $600 limit. The time was set for a certain date and time but I was called to move the appointment up to the next day because they had the time available. I asked that they not come until 2pm so that I could be there when the work was being done. It had rained that morning so I was glad that I had put it off until 2:00 in the afternoon. However, when I arrived home, I discovered that the workers had already come and gone and there was a bill for $1133.96 left in the door. There was a long list of things on the bill, most of which meant nothing to me. I called and spoke with the owner and he told me that they got to the house sooner than expected and realized that a part ($186) had to be replaced. I was and am still confused as to why the quote was so different from the actual amount I was charged. Of course, I would have had them put the part on if I had been there to approve it but since they came early, they took it upon themselves to replace the part. When you get your car serviced, the mechanics don't automatically put a part on the car to get it running without first asking permission. The cover was balled up in a corner and of course, was wet from the rain and the pool filter was leaking. I insisted that they come back and correct the leak, which they did. I was not dissatisfied with the work done, just that I was not informed that the price had practically doubled and that I was not consulted before they did extra work above the estimate. I have spent a lot of money with this business in the past, including the purchase of a hot tub. I will not purchase any more goods or services from them in the future.
Response to [redacted] complaint.Initial rate of 595: We don't charge 595 for 30 minutes or even 3 hours for one technician.Our technicians were there for close to an hour which would have been a $140.00 charge for one technician (based on our rates). The 2 technician charge would have been...
appropriate because in most instances we send 2 in order to repair the leak on a first call if 2 sets of hands are called for. Its not possible to know from our office whether 1 or 2 technicians are needed, thus the initial charge for 2 techs, but at Mr [redacted]'s request, the charge was reduced to less than a charge for one tech for an hour to $120.00Deliberate time wasting practice: We would rarely unload equipment and materials from our truck not knowing what we are facing, especially when we can do a quick evaluation. Initially, the hot tub control panel was not functioning and our lead technician could see no water leaking from anywhere. It was necessary to get a topside control panel to turn the operating system on so we could pump water through the system. At that point a leak was found in the waterfall valve. The technician then went to the truck again, to get a gasket to repair the leak.After that, and approximately an hour into it, our technicians left. Mr [redacted] was told that the leak was in all probability attributable to the waterfall valve.Dye test for leak: Since there was no visible leaking as Mr [redacted] had removed the side panels, there was no need to add dye to the water. Dye testing is not that effective in miniscule leaks.Mr [redacted] called me to tell me he thought he was losing 1/8" of water in 6 hours. He was upset and pretty much demanding that we respond immediately. I explained that was impossible since my lead technician's son was hospitalized, and in light of such a small loss of water, which could be due to evaporation, we would address it within a week if he really felt certain it was still leaking. Also, in many cases of leak repairs, one repairs the leak that is found. There may be more, but if they aren't quickly found, much costly time can be wasted searching for a leak which may or may not exist.Mr [redacted] and his wife came into my store on Timberlake Road and he and his wife actually told my staff that "we aren't feeling any love". That seems a bit excessive. When I called Mr [redacted] to discuss his suggestion that the spa still leaks and he insisted on a resolution, I did tell him that if he could not behave better, I would not welcome him in our stores. He became very vocal with me and I will not listen to such banter, and I hung up. Our company has thousands of customers. We service at least 30 to 50 accounts per week. The technician in question, [redacted] has an outstanding record with our clients and many request him. Our complaints are minimal, practically non existent and we do fulfill our obligations.
Mrs [redacted],After 3 or 4 years, your complaint is very late. You may do whatever you wish, but we will not be held responsible for the bill.Regards, BOB DAVIS
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The actual time that the technicians spent on the service call was 45 minutes which is documented on the receipt. Is there anyone who wouldn't agree that these rates are extremely steep? Furthermore, am I wrong forexpecting results and a more accurate analysis on any service call? Since I purchased my hot tub from this company and they advertise that they are the specialists in serving hot tubs, naturally, I expected them to be competent ¡n the repair of my hot tub.The technicians replaced an O ring and they assured me that if there was a leak, it would be small and only occur when the pump was running. However, I wanted and asked them to check to make sure the leak was fixed and they seemed to be in a hurry and didn't want to check anything else for leaks. I turned off the pump since we weren't using the hot tub and the next day, I discovered water leaking underneath the hot tub. It wasn 't condensation but truly a leak that should have been fixed. I timely notified them the next day that the problem was still occurring , After speaking with the owner and explaining that my hot tub was not fixed, he did not offer any resolution . It seemed as though he didn't want to deal with the problem at hand.After I contacted the Revdex.com with my complaint, I did receive a letter from the Aqua Pros owner. In his letter, he continued to deny any responsibility to fix my hot tub. He was upset that I would even voice a complaint even though it was clear that I deserved a resolution to this problem. This owner stated that he fulfills his obligations and that he has an outstanding record for customer service. But, I ask you, would you call his refusal to fix my hot tub, good business practice?I cannot, in good faith, recommend Aqua Pros to anyone since I have had such a unsatisfying experience with the company owner of a chain of stores as well as the technicians. For all my time, trouble, and stress, I am unhappily out of the service fee that I paid and rny hot tub is still leaking. The only thing I asked of the owner of Aqua Pros is that they fix my hot tub in a timely manner or refund my money. As of this t¡me, the owner still refuses to act on my request and he doesn't went to be bothered anymore. Frankly, he just wants me to go away even though he has been unethical and dishonest and fails to acknowledge his responsibility.Still waiting l!!Regards,
[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
To me this is an example of poor business practices and is totally unacceptable. This company did not pay attention to the details of the quality of their services and was apparently only concerned with making the sale. I have attempted many times to correct this on my own and as a business owner myself expect the owner to have integrity and do the right thing. In order to get this matter resolved, I am willing to wait until I close my pool for the winter considering I have to drain the water at that time. As a compromise I am willing to lower the water low enough to have the face-plates and face-covering installed at their expense, with a guarantee that this replacement will not leak. This is a huge allowance. I would like to be contacted immediately and placed on their schedule to fully resolve this matter.
Regards,
[redacted]
The service in question was performed in 2012 as stated.We have no record of any complaint prior to now.The faceplates in the swimming pool were all replaced new, except those around the steps (2 vertical, 1 horizontal), because they were sound. Yes the screws are exposed because the plastic...
strips that snap in to hide the screws holding the stair faceplates in deteriorate with time and since this pool is approximately 30 years old, its not possible to find them. As a practice, we and most pool service companies, rarely if ever replace the sealing plates in thermoplastic or fiberglass stairs upon liner replacement. The trim/beauty strips do deteriorate with time and after the liner is replaced the screws would be visible, but in no way harmful or hazardous to anyone since they're somewhat recessed.In 30 years, we have never had a single complaint from a customer about our practice having done this type of work in this manner.
When calling for a quote to change the sand in our pool filter and open the pool, I was given an initial quote of between $and $and agreed to that as long as it didn't exceed the $limit The time was set for a certain date and time but I was called to move the appointment up to the next day because they had the time available I asked that they not come until 2pm so that I could be there when the work was being doneIt had rained that morning so I was glad that I had put it off until 2:in the afternoon However, when I arrived home, I discovered that the workers had already come and gone and there was a bill for $left in the door There was a long list of things on the bill, most of which meant nothing to me I called and spoke with the owner and he told me that they got to the house sooner than expected and realized that a part ($186) had to be replaced I was and am still confused as to why the quote was so different from the actual amount I was charged Of course, I would have had them put the part on if I had been there to approve it but since they came early, they took it upon themselves to replace the part When you get your car serviced, the mechanics don't automatically put a part on the car to get it running without first asking permission The cover was balled up in a corner and of course, was wet from the rain and the pool filter was leaking I insisted that they come back and correct the leak, which they did I was not dissatisfied with the work done, just that I was not informed that the price had practically doubled and that I was not consulted before they did extra work above the estimate I have spent a lot of money with this business in the past, including the purchase of a hot tub I will not purchase any more goods or services from them in the future
Near the beginning of June We called a total of three pool and spa companies listed with A+ reviews on the Revdex.com site, to get quotes on replacing our inground pool filter and pump One company never got back with us on an estimate, even after we sent email pictures to clarify what type and size of pump/filter system we needed to replace, and initially they told us they wouldn't be able to do the work till July or August The second company took a week to get back with us on a quote and they wouldn't be able to perform the work until mid july Aqua pros gave us a quote within days, were a couple hundred dollars cheaper than the second company and they installed the pump/filter system within week There was some air coming in the drain line, yet not the skimmer line at that time....so we turned off the drain line Two weeks later there was air coming in both lines, yet the filter was staying primed I called Keith (the installer), and explained the problem, telling him it was probably a bad part, which he thought was possible He came back within a week and fixed the issue, without charging us...it was a bad o-ring This company was very receptive to our concerns, quick to do everything and I will definitely use them again for any pool repairs or replacements that we need!!!!
Mr [redacted] stated "After
speaking with the owner and explaining that my hot tub was not fixed,
he did not offer any resolution . It seemed as though he didn't want to
deal with the problem at hand."I replied in my prior response that my senior technician's son was in the hospital and we were struggling with a difficult workload due in part to that. Mr [redacted] told me that his tub was losing only a small amount of water long period of time, no big emergency. I asked him to be patient and we would get to it in no more than a week. He was obviously displeased with my reply and here we are.Mr [redacted] permitted no resolution.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I did contact your company, that you have staff that feels they cannot carry a complaint to you due to your attitude should not fall on the customer. It is unfortunate that you consider this, even at best, adequate service is ridiculous. On the face-caps, one strip, the break was at the top only about 3 inches, the other side strip was only cracked at the very top approximately 1/2 inch and the bottom one was fine. Your installers took the two broken pieces and left the bottom strip. I should have been notified if your "policy" is to just throw them away. Per your statement you do not replace these pieces unless you "deemed" it necessary. So why didn't your installers at least leave them for me if they were not replacing with new. You are well aware of my phone numbers and could have easily contacted me to get involved at the correct time. Again, this is gross negligence and you can "blame me' but what is comes down too is you let your installers go on their own and you do not follow-up on the quality (or lack there of) of work. My offer at this time still stands, when I close my pool for the winter I will be more than glad to lower the water enough to have your company come out and replace the face-plate and caps to correct this issue, with a guarantee of no leak for the first year. Otherwise, I will have another pool company do this and send you the bill.
Regards,
[redacted]
When calling for a quote to change the sand in our pool filter and open the pool, I was given an initial quote of between $500 and $600 and agreed to that as long as it didn't exceed the $600 limit. The time was set for a certain date and time but I was called to move the appointment up to the next day because they had the time available. I asked that they not come until 2pm so that I could be there when the work was being done. It had rained that morning so I was glad that I had put it off until 2:00 in the afternoon. However, when I arrived home, I discovered that the workers had already come and gone and there was a bill for $1133.96 left in the door. There was a long list of things on the bill, most of which meant nothing to me. I called and spoke with the owner and he told me that they got to the house sooner than expected and realized that a part ($186) had to be replaced. I was and am still confused as to why the quote was so different from the actual amount I was charged. Of course, I would have had them put the part on if I had been there to approve it but since they came early, they took it upon themselves to replace the part. When you get your car serviced, the mechanics don't automatically put a part on the car to get it running without first asking permission. The cover was balled up in a corner and of course, was wet from the rain and the pool filter was leaking. I insisted that they come back and correct the leak, which they did. I was not dissatisfied with the work done, just that I was not informed that the price had practically doubled and that I was not consulted before they did extra work above the estimate. I have spent a lot of money with this business in the past, including the purchase of a hot tub. I will not purchase any more goods or services from them in the future.
Response to [redacted] complaint.Initial rate of 595: We don't charge 595 for 30 minutes or even 3 hours for one technician.Our technicians were there for close to an hour which would have been a $140.00 charge for one technician (based on our rates). The 2 technician charge would have been...
appropriate because in most instances we send 2 in order to repair the leak on a first call if 2 sets of hands are called for. Its not possible to know from our office whether 1 or 2 technicians are needed, thus the initial charge for 2 techs, but at Mr [redacted]'s request, the charge was reduced to less than a charge for one tech for an hour to $120.00Deliberate time wasting practice: We would rarely unload equipment and materials from our truck not knowing what we are facing, especially when we can do a quick evaluation. Initially, the hot tub control panel was not functioning and our lead technician could see no water leaking from anywhere. It was necessary to get a topside control panel to turn the operating system on so we could pump water through the system. At that point a leak was found in the waterfall valve. The technician then went to the truck again, to get a gasket to repair the leak.After that, and approximately an hour into it, our technicians left. Mr [redacted] was told that the leak was in all probability attributable to the waterfall valve.Dye test for leak: Since there was no visible leaking as Mr [redacted] had removed the side panels, there was no need to add dye to the water. Dye testing is not that effective in miniscule leaks.Mr [redacted] called me to tell me he thought he was losing 1/8" of water in 6 hours. He was upset and pretty much demanding that we respond immediately. I explained that was impossible since my lead technician's son was hospitalized, and in light of such a small loss of water, which could be due to evaporation, we would address it within a week if he really felt certain it was still leaking. Also, in many cases of leak repairs, one repairs the leak that is found. There may be more, but if they aren't quickly found, much costly time can be wasted searching for a leak which may or may not exist.Mr [redacted] and his wife came into my store on Timberlake Road and he and his wife actually told my staff that "we aren't feeling any love". That seems a bit excessive. When I called Mr [redacted] to discuss his suggestion that the spa still leaks and he insisted on a resolution, I did tell him that if he could not behave better, I would not welcome him in our stores. He became very vocal with me and I will not listen to such banter, and I hung up. Our company has thousands of customers. We service at least 30 to 50 accounts per week. The technician in question, [redacted] has an outstanding record with our clients and many request him. Our complaints are minimal, practically non existent and we do fulfill our obligations.
Mrs [redacted],After 3 or 4 years, your complaint is very late. You may do whatever you wish, but we will not be held responsible for the bill.Regards, BOB DAVIS
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The actual time that the technicians spent on the service call was 45 minutes which is documented on the receipt. Is there anyone who wouldn't agree that these rates are extremely steep? Furthermore, am I wrong forexpecting results and a more accurate analysis on any service call? Since I purchased my hot tub from this company and they advertise that they are the specialists in serving hot tubs, naturally, I expected them to be competent ¡n the repair of my hot tub.The technicians replaced an O ring and they assured me that if there was a leak, it would be small and only occur when the pump was running. However, I wanted and asked them to check to make sure the leak was fixed and they seemed to be in a hurry and didn't want to check anything else for leaks. I turned off the pump since we weren't using the hot tub and the next day, I discovered water leaking underneath the hot tub. It wasn 't condensation but truly a leak that should have been fixed. I timely notified them the next day that the problem was still occurring , After speaking with the owner and explaining that my hot tub was not fixed, he did not offer any resolution . It seemed as though he didn't want to deal with the problem at hand.After I contacted the Revdex.com with my complaint, I did receive a letter from the Aqua Pros owner. In his letter, he continued to deny any responsibility to fix my hot tub. He was upset that I would even voice a complaint even though it was clear that I deserved a resolution to this problem. This owner stated that he fulfills his obligations and that he has an outstanding record for customer service. But, I ask you, would you call his refusal to fix my hot tub, good business practice?I cannot, in good faith, recommend Aqua Pros to anyone since I have had such a unsatisfying experience with the company owner of a chain of stores as well as the technicians. For all my time, trouble, and stress, I am unhappily out of the service fee that I paid and rny hot tub is still leaking. The only thing I asked of the owner of Aqua Pros is that they fix my hot tub in a timely manner or refund my money. As of this t¡me, the owner still refuses to act on my request and he doesn't went to be bothered anymore. Frankly, he just wants me to go away even though he has been unethical and dishonest and fails to acknowledge his responsibility.Still waiting l!!Regards,
[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
To me this is an example of poor business practices and is totally unacceptable. This company did not pay attention to the details of the quality of their services and was apparently only concerned with making the sale. I have attempted many times to correct this on my own and as a business owner myself expect the owner to have integrity and do the right thing. In order to get this matter resolved, I am willing to wait until I close my pool for the winter considering I have to drain the water at that time. As a compromise I am willing to lower the water low enough to have the face-plates and face-covering installed at their expense, with a guarantee that this replacement will not leak. This is a huge allowance. I would like to be contacted immediately and placed on their schedule to fully resolve this matter.
Regards,
[redacted]
The service in question was performed in 2012 as stated.We have no record of any complaint prior to now.The faceplates in the swimming pool were all replaced new, except those around the steps (2 vertical, 1 horizontal), because they were sound. Yes the screws are exposed because the plastic...
strips that snap in to hide the screws holding the stair faceplates in deteriorate with time and since this pool is approximately 30 years old, its not possible to find them. As a practice, we and most pool service companies, rarely if ever replace the sealing plates in thermoplastic or fiberglass stairs upon liner replacement. The trim/beauty strips do deteriorate with time and after the liner is replaced the screws would be visible, but in no way harmful or hazardous to anyone since they're somewhat recessed.In 30 years, we have never had a single complaint from a customer about our practice having done this type of work in this manner.