Del Mar Pools & Spas, Inc.

Review: They were unable to complete their service. Stating they can't find pump motor nor figure out at type of spa I have. Rude and insulting on phone.

In speaking with sales person & then service tech, I was under the assumption that they would be able to help me get my spa running. 1st service call $122.00 to diagnosis. We had already cut pipe and told them where leak was. This was fixed & paid another $160.56 to then be told I need a pump motor. After waiting a couple of weeks & then waiting on a Saturday afternoon for a scheduled arrival, was told that was an error and there is no pump. They can't find one that fits and by the way....we do not even know what type of spa it is. I find this odd, as they are a spa company and should be able to figure this out, after all I am paying for their expertise. I then received a call from a woman in the office who was rude and insulting. I tried to explain that I was the customer and trying to understand how a "spa" company could not help. I said if they were then dismissing this and could not fix, I felt it fair to receive some type of partial refund. I paid a total of $282.56. Possible 1/2 would be reasonable. I was told exactly these words "If you think you are getting a refund from us, you are barking up the wrong tree". I was shocked. I explained, that I had also been discussing with them having an above ground 18-21' pool installed. I had been to the town for specs, gotten prices from them. I was then told "We would not do business with you" and then hung up on. I called back and spoke to a gentleman who took my information and I asked for the original sales person to return my call. I have been waiting and at this point, received no response. I am shocked. I work for a service company, and we work on units that sometimes are more than 20 years old and we have to try our best to find information or help the customer. If not, we do not charge them and would never speak to them in this way. Obviously, I would never purchase our future pool from them nor use their pool, spa or construction services. I am requesting some time of resolution and partial refund. Thank you for your time. Desired Settlement: I paid a total of $282.56. I would love some type of refund as they can not fix my unit, nor have any interest in trying to do so or even helping me. No referrals. Just simply rude and insulting. Bad customer service. I would like at least 1/2 of my money spent. $141.28 would be acceptable. Thank you.

Business

Response:

Business Response /* (1000, 9, 2013/08/21) */

Thank you for allowing us to present our version of the facts and the subsequent events in regards to this complaint. We were initially contacted and retained by the customer to perform a service call to review the cut piping and missing fittings that were removed by others, at the customer's request, prior to our arrival. That was our first service call with Sale Receipt # [redacted] in the sum of $122.30 and paid by her check # **.

Our service technician returned with the necessary parts and fittings and reinstalled and completed the piping. He proceeded to fill the tub and check for leaks. All of the new piping and fittings that were installed remained watertight. Upon start up, the original pump would not start. The technician, at that point, diagnosed the problem and notified the client that the pump needed replacement. It is important to remember that we invoiced only for the work we performed, at that time, to restore the piping and fix any subsequent leaks our Sale Receipt # [redacted] in the sum of $160.56, which was paid by her check # **)

Unfortunately, since there were no manufacturer markings on the hot tub and the pump configuration did not match any thing we could provide that would allow a proper installation, we asked the customer for any information she could provide to assist us in our research. We were told she was not the original owner of the tub and did not have any documentation as to the age or the operating condition prior to moving into the house. The customer had no product manuals to reference. When my office tried to explain this problem to her she became nasty and abusive. She stated that since she works for a service company and takes abuse from customers all day, we must take the abuse as she does and as the customer she felt she was automatically correct in all her assumptions. I personally heard her screaming at my staff member while she demanded a refund. We tried to explain that we only invoiced her for what was done at that point, which was to make the tub watertight, but she continued to be abusive and nasty. She later came into the store, after the telephone conversation, and proceeded to argue with another sales person working at that time. Upon leaving the store and making threats she also stated she had recorded the conversation.

Her demand for a refund is not justified since we only charged for the specific work that we performed and were authorized by the client to proceed with. The customer made her final payment of $160.56 in check form after the second service on the date of the service call fully knowing that the pump needed replacement which was never part of the services we initially provided. It was 4 weeks after the fact that our work was completed and paid for that she demanded a refund.In regard to the possibility of continuing to do business with this client for the purchase of a pool, we felt that because of her attitude, we simply could not meet her expectations and had no wish to continue this relationship.

Consumer Response /* (3000, 11, 2013/08/28) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

I rec'd, from the Revdex.com, the response from the company in my complaint, Del Mar Pool & Spas. I continue to dispute. It is correct that they came to the house to look at the part needed for what we had already cut out and to identify the type of spa. They stated they could not identify my unit. I have (3) pictures of identifying marks on this spa and still can not understand how a "spa" company did not see this. The panel that was removed to get to the cut pipe clearly has a tag with the identifying name of the spa and type. The motor has both serial #'s and model #'s and the heat package also has serial #'s and model #'s. I am shocked that their "experienced" technician could not see any of these markings. For the technician to come to my house and look at the cut out piece and tell me he had to order it, I paid $122.30. I think this is poor business practice and I do not feel that there should be a charge for this as there was no work done and he could not even locate the identifying marks When he returned I paid $160.56 for him to fix that piece. I agree with that portion as I should pay for what he fixed. They then told me I needed a pump / motor. I waited for them to order this and when they finally told me it was in, I sat all afternoon on a Saturday for which they were a "no show". Their explanation was that the call was an error and the motor was not for me. As an upset customer, I called the office to find out what all the confusion was and why they could not fix my spa and why I had to pay for the 1st call where no work was done. She was rude and uncaring and besides telling me "I was barking up the wrong tree", she told me they would not do future business with me. I was told [redacted] would call me back and after waiting 3 days and not receiving a call, did return to the store to talk to [redacted] (the original sales person I was doing business with) to speak to him in person. I wanted to show him the pictures with all the identifying numbers on it. And to find out how it could be they did not know what type of spa or pump I had. I also told him I was disappointed that they were a no show on Saturday and that I had waiting all afternoon. . I never made any threats. When the sales person told me "Here's the door, don't let it hit you on the way out" I did state that I had recorded this on my cell phone, which I have every right to do. My request for a partial refund was made after I found the identifying marks and realized that their technician simply missed all (3) locations. Also it took the company about 2-3 weeks to tell me they could not find a proper motor. For me to pay $122.30 for him to come to the house to pick up the piece we already cut out is uncalled for. I would, in fact, never do business with them again. I stand by my claim, that the $122.30 was an unjustified charge. I do work for a service company and we would never charge for the 1st call. I also stand by my claim, that they were extremely rude to me, "the customer". I would like to forward the three pictures to the Revdex.com. Would you please let me know how to do so Thank you for your help in this disturbing matter.

Consumer Response /* (-5, 12, 2013/08/28) */

I have (3) photos that I would like to forward. Please let me know how I can do this. Thank you.