Certified Pool and Spa

We had an issue with our hot tub automatically shutting off. Certified told us it was most likely the temperature switch and ordered the $77 part. They installed the part, charged us for two hours labor, plus the $75 service call (for a total of $261.01) and the problem was not resolved.I called to tell them that I put a stop payment on the check but would be willing to pay for the part, plus tax, plus 1/2 of their SERVICE charge (roughly $120) but they told me they wanted $172.01, which I paid today.I am not satisfied they acted in good faith. Our hot tub is exactly the same as it was before they "serviced" it. If they are in the pool and spa business, they should have a better understanding of all the working parts and be able to troubleshoot a problem with more accuracy.In their case, it seems as if they were just guessing at the problem/solution and when that didn't work, they simply said "Oh well, sometimes that happens."Product_Or_Service: hot tub service callDesired SettlementI would like them to refund me $52.01.Business Response Although [redacted]'s experience doesn't leave her completely satisfied, we appreciate the opportunity to get better at what we do. [redacted] and we had a very thorough conversation over the phone prior to this complaint filing, where we agreed to "refund" her 1/2 of the labor charges that we had previously billed her. As [redacted]'s complaint clearly states, after our initial troubleshooting we explained that the problem was "most likely" the temperature switch. Although we can always do better when we explain these types of issues, it's very difficult to accurately troubleshoot a spa to the point where it is a definitive part failure. Spa's are not like your modern car where you can easily pinpoint what has failed. [redacted] is also inaccurate on what we charged for initially. We charged $77.06 for the part; $5.95 for taxes and 2 hours of labor ($178). We did not charge her a "$75 Service Call". We feel very strongly that reducing her charges to 1 hour of labor (plus parts/tax-$172.01 total) was a fair resolution to her dis-satisfaction. We also have to consider that we had over 3 hours of labor involved, when you include the travel time that we normally charge out of area customers. We're very sorry that her experience ended this way and also that we didn't have the opportunity to see her problem to resolution.