Northeastern Pools & Spas Reviews (%countItem)
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Northeastern Pools & Spas Rating
Address: 4376 Kirby Ave NE, Canton, Ohio, United States, 44705-4371
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+1 (330) 829-1957 +1 (330) 875-8867 |
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I called on may 25th and scheduled an appointment to have my spa serviced. I was told that the first available time would be on June 12th. I hated to wait that long, but have used this company before and liked their service. On June 9th I called to confirm my appointment and asked what time they would be coming. They confirmed my appointment for June 12th, but were unable to give me a time. They told me to call back the morning of the appointment between 7:45-8:00 am and they would tell me the time. They indicated that they look at all the locations they have to go that day and then create a schedule. Today is June 12th. I've called repeatedly since 7:45 and finally had someone answer the phone at 10:09 am. She told me that I do not have an appointment, but she would see what she could find out. She put me on hold for over 10 minutes. I finally used another phone and called again (while still on hold on the other phone). She answered and said she was trying to talk to the drivers, but that I had been moved to the "fill list". I asked what that meant. She indicated that they would come out to my house to do a repair "whenever they are in my areas and have time". I informed her that my husband had to take the day off work to be home for this repair and appointment that was scheduled over 2 weeks ago. She just kept telling me I didn't have an appointment. I asked for a store manager and the lady got on the phone and said that they had pools that needed fixed first. I explained that I would have scheduled with another company if they had told me I would not be serviced when I had an appointment. I even called on June 9th to confirm this appointment. No one mentioned anything about this possibly happening. This has cost my husband a day's work and weeks of time without our spa.
We are very sorry about the service issue that has arisen with our company. We understand the spa owner’s concern and appreciate their position. We strive to provide excellent customer satisfaction. It is our understanding that this spa owner filed a complaint with the Revdex.com the same day that their service was scheduled. The staff members who were working that day also indicated that the spa owner was very hostile, disrespectful and made various threats to contact the Revdex.com and file a complaint if they didn’t receive service that day. We work very hard to adhere to our service schedule but there are circumstances that arise such as jobs taking longer than expected, material delays, etc, that prevent us from being on time, every time. We do not feel that filing a complaint on the very same day a service is scheduled is reasonable and is mean spirited to say the least.We have been in business for 37 years and have rarely experienced this type of hostility, especially considering the fact that an exception was made to schedule this service for a spa owner who is not a regular customer nor did we sell them their spa. We consider our customers friends and regret that the spa owner resorted to such drastic action within hours and gave us no time to react. We are sorry that the spa owner took off work for a spa repair as this is certainly not customary for our business. This being said, due to the hostile and disrespectful nature of this spa owner, we do not wish to have a relationship with them and wish them well in finding a company to service their spa. Sincerely,***Northeastern Pools