Pleasant Valley Spas LLC

Aqua-Docs received a called on 5/to setup a time to "clean the tub" and “get it running”. The customer just purchased the house with indoor tub On 6/one of our techs went out to clean the tub. During cleaning, our tech found that many of the seals were dry-rotted and needed
replaced The tech returned to the shop to order the parts necessary for the repair's that he saw. On 6/the customer called our staff to ‘extremely attack’ one of our staff members and told them that “we promised him that we would be out today to finish the tub”. After I personally contacted him on the same day, it was clear that the customer falsely gave that information to our staff I told the customer that the parts that were ordered would not be at our shop until 6/15, the following day. On 6/the parts did arrived at our shop and on the next day, 6/16, the same tech went out to replace pump unions, heater gaskets, clean the filter, as well as other miscellaneous parts needed. After the repairs were made and during the refiling of the tub, the customers well “ran dry” and we were not able to continue. The customer was instructed to call us when the well was refilled enough to finish filling the tub. Later that Friday evening, the customer did call the tech to let him know it was finally filled. The following day, Saturday 5/the tech returned on his own time to make sure everything was going well. Our tech was not instructed by our office to return on Saturday, however our tech wanted to above and beyond for this customer. Our Tech did find one leak in the tub, and after realizing that the customers shut off valves in the tub were not working, he called in a 2nd tech to assist him. After the leak repair, they started the tub, and waited around for 15-mins to verify that no more leaks were present at that time When the tech left, it was determined that the pump was working, blower was working and the heater was workingThe customer called on Monday 6/and told us that “our guys obviously didn’t know what they were doing”, and they somehow caused all the problems with his tub He told me that they used the tub Saturday evening, after we were there, and everything was fine. It was not until Sunday afternoon that he saw the water level dropping and that he found “more leaks” He furthermore demanded for us to cancel our current jobs and come right over and “fix his tub right”. After I contacted him back, it was clear that the customer was extremely unreasonable, and that he told me that he was going to have someone else ‘fix the tub right” and have them bill us for the work. He clearly threated to contact the Revdex.com and have his lawyer contact us. I told him that I was amazed that he was not extremely grateful for all the additional work that was done, and that of our techs went out on a Saturday to assist him. We are not sure why this customer is acting this way, but we do plan to bill him for the time we were out there to fix all the problems we found and clean the tub. Aqua-Docs is proud of the techs that were sent out to this customer and were equally proud of the services that we provided to this customer. We would be happy to discuss this in more detail with anyone interested

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 Complaint: [redacted]
I am rejecting this response because:There are some businesses that will never make things right and try to blame the customer.  So let's look at the facts, and Gary does not know them no matter what he says.1) Yes the hot tub is older2) we just bought this house and the hot tub was here3) the tub had water in it and it was not dry4) the tub was emptied by the tech and wiped with a dirty rag - said he would be back to do a thorough cleaning5) my wife cleaned it with soap and water and when the tech came back, two weeks later, never even offered to clean it the way he was supposed to6) two weeks after initial visit, tech returns and replaces a few O-rings and seals around pump7) tech fills tub, most of the way due to our well running out, but all jets are covered with water.8) tech was supposed to have new filter but complained that he could not find any number on the old one and did not know which filter to order.  We still don't have a new filter.9) tech returns the next day to finish the job "on his own time, 'Don't tell the boss I will get in trouble'"10) tech has problem with leaking valve and must call in help11) help arrives 40 minutes later, tech was doing nothing at that time12) tech and helper fix valve and helper leaves13) tech wants to start hot tub and I help him do so14) tub starts and goes through its initial cycle and I am conversing with tech through the floor15) I am talking with tech, thinking he is looking for leaks and such, and next thing I know tech is standing in front of me16) tech says it's good to go but he forgot test strips17) wife and I enjoy evening in hot tub18) Sunday morning tub has lost water19) Sunday evening I find multiple leaks20) I call Aqua-Docs21) Gary calls me and refuses to send anybody to investigate22) I write to the Revdex.com. This about sums it up.  Gary has no idea a cleaned tub or looking fine, he has only his techs word, and yes it looked fine thanks to my wife.  Tub was not empty, fact is when we looked at the house for sale in December of 2016 tub was working and full, so tub was not in disrepair.  I never claimed the leaks were the fault of the tech, what I have claimed from the beginning is that the tub was not check thoroughly and Aqua-docs refuses to take responsibility.  OH by the way where is the cover we ordered?Regards,
[redacted]

There are some customers that never will be happy, no matter how good of a job that is done, and we understand that.  We had 2 Techs to verify quality of work that was performed and everything was fine when they left.  Including no leaks.  The tub was cleaned up just fine and looked good.  When a tub sits for a period of time empty, the seals can dry out and when water is introduced into the tub, they may saturate and leak.  This can happen within minutes of filling the tub to days after. That is certainly not the fault of the technician.  Unfortunately, when it's an older tub, and they are to be expected.