Hot Tub & Spa Emporium

Review: On Friday 7-15-16 at 3:00 PM PST, I took my [redacted] pool sweep in for repair at Hot Tub & Spa Emporium in Rocklin CA. I explained that the wheels are not moving on my pool sweep. I asked that they call me before proceeding with repair to tell me the cost. A written work order was created that stated “Wheels are not moving. Call before repair”.

I called the next day (Saturday, 7-16-16) around 1:00 PM PST said they had not looked at my sweep yet.

I called again on Saturday 7-16-16 around 4:00 PM PST and they said they had not looked at it.

I called again on Sunday 7-17-16 around 11:00 AM PST and they said it was ready to be picked up.

I go to pick up my sweep at around noon. They tell the sweep is repaired and the total cost is $107.42.

I say that this is too much cost. I ask why he didn’t call me before proceeding with repairs like I had instructed. [redacted] told me he would charge me more labor to take the tires off the wheels if I don’t want to pay. And that the labor cost would be nearly the same as the tire cost. So either way I had to pay this amount to get my sweep back. I felt like I was bullied into paying this very high cost that I disagreed with to get my sweep back.

I pay the amount and take home and put in pool to test if it works. It does not work. I took video of it not working. I take sweep back.

On Monday 7-18-16 sweep is repaired and ready to be picked up. I again take my pool sweep home and put in pool to test if it works. It does not work. I took video of it not working – again.

I call and tell them it is not working again. He gives phone to [redacted]. I ask for my money back because they had not fixed it. He refuses.

I take the sweep to my garage and take off the top myself. I see that a hose is disconnected. It is obvious that they would have immediately seen this had they taken off the top. It appears they did not take the top off to look for problem, even though they said they did.

I put hose back on and they put it pool to test. It worked fine.Desired Settlement: In addition, I looked on [redacted].com and see that I can get a Polaris tire for $7 (They charged $14.99). And a sweep bag for $17.59 (they charged $42.99). So they also charged me nearly 3x more than market price for these items.

I request a full refund for poor & incomplete service and also for overcharging of materials.

Business

Response:

Please bring back all parts for a full refund. When it comes to the pricing of our parts, we are within market price for Genuine, [redacted] parts. The majority of the parts on [redacted] are not manufactured by [redacted]. While we can compete in price with genuine parts, I do apologize that we cannot compete aftermarket parts. As for the repair, we did open the [redacted] up and looked at it, and at the time the hose was connected or appeared to be connected. As for charges, there were no additional charges after you purchased the tires and bag when you dropped the [redacted] off the first time. Thats why there was no call for any other repairs/costs. We do apologize for the mix up. We ask again, that you return the parts for a full refund and we will also refund the labor cost.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.