R. J. S. Technical Service

EXCELLENT AND TIMELY ,VERY PROFESSIONAL STAND BY THEIR WORK I HAD SOME PROBLEMS WITH THEIR INSTALLATION OF A CONTROL BOARD AND THEY PROMPTLY FOLLOWED UP WITH EXPERT AND FRIENDLY SERVICE THEY ARE FAIR AND KNOW THEIR HOT TUB BUSINESS REALLY WELL

After years of having unsatisfactory experience with a Kenosha spa store, I called RJS and left a message. They called back within an hour and an appointment was set up. They called the day before the appointment to verify. When they came, they identified the problem, told me how much it would cost and how long it would take to get the part. When the part came in, they called to set an appointment and quickly made the repair and the bill was exactly what they had quoted me. Very professional and highly capable. I wish I would have run across them years ago.

I booked an appointment for service with this company. When I originally booked it, it was for the hours between 11AM-1PM, or as they specifically stated late morning - early afternoon. When they called to confirm the appointment the day prior, the owner stated they would arrive between 11AM-2PM. First red flag. It was even a longer timeframe than the original booking. They never explained that this was an estimated time of arrival. Any consumer given a window of a timeframe of arrival(such as with internet, TV cable, and satellite installation appointments) would likely consider that to be the "estimated" time of arrival. Not for this business. They called at 3:00PM to state they were on their way. No accountability or consideration for the customer to even call to say that they'd arrive outside of the window they clearly stated. The owner told me 3-3:30PM is considered early afternoon and that they had 7 appointments prior to mine. Perhaps they shouldn't book so much so that they could make all of their appointments on time. I would never recommend this business to anyone. They don't acknowledge nor care about their stated commitments to their potential customers.

This Company is wonderful, reliable and very trust-worthy. I and my husband would never go through another company for our hot tub repairs. They are the best!

RJS was very helpful and genuine.. Since my first call they were very helpful answering questions as I tried to self diagnose the problem with my hot tub. Eventually I realized that it was worth the $95 one time labor charge to have them come out and precisely figure out the problem. Once here they were very honest and told me they had a used circulator pump they could replace mine with and gave me half off (even though the thing looked brand new). Anyone else could have easily charged full price for this unit but they were just not like that. I found my experience with them simple and relaxing. Definitely would call back for more service if needed. You'd probably be a fool to try to replace part after part instead of just gambling with their $95 one time labor fee and getting the right part the first time. It also brings peace of mind, very nice job!

Review: RJS came out to our residence per our request to fix our hot tub which was popping our circuit breaker. We were told it was a faulty oxygenator switch which was no longer necessary, and they cut the wire. We were charged $95 and given a 30 day warranty. In other words, if they had to come out again for the same issue within 30 days, there would be no trip charge. Less than an hour after they left, the breaker popped again so we called them immediately. They returned a week later saying it appeared that they were wrong - instead it needed a $180 flow switch, which they installed and we paid for. An hour after they left, the GFI popped yet again. We called them and they said the only thing it could be, then, is a heater which would cost us in excess of $300. We expressed our displeasure at having already put $275 into our used hot tub and could not afford to put anymore money into it. We pointed out that had they correctly diagnosed it the first time, it would have cost of $300 (which we already have paid)and we'd have a working hot tub. We asked them to come get the $180 flow switch because we would need that money to purchase a new, used hot tub. We also pointed out that we had very little faith in their ability to repair our hot tub at this point, since thus far they had two chances to fix it and neither one was correct. They refused to refund the part money. We are out $275 and our hot tub still doesn't work. We want our money returned.Desired Settlement: I would like our money returned in full since 1) they did not fix the hot tub, despite being out here twice, and 2) We expressed to RJS up front that we could not afford to put a lot of money into this repair and that if it was going to cost us more than $200 to fix it, we wouldn't do that, and 3) We do not want them back out here because they couldn't get it right the first two times, so we have no faith in them that they could get it right the third time.

Business

Response:

[redacted]

RJS responded to a service request for an older Jacuzzi hot tub that was tripping the

ground fault circuit breaker.

When we arrived, we tested the hot tub. Everything tested fine, the circuit breaker had

reset itself, the tub was operating properly. We could not duplicate the problem.

We received a call the next day from the customer stating that the circuit breaker was

tripping again. We went back at "no charge to the customer". We found a flow switch

and cable defective and disconnected it. We explained to the customer that we would

like the tub to operate several days to see if disconnecting this device would stop the

tub from tripping the circuit breaker. Three days later I got a call from the customer

instructing me to order the new switch as quickly as possible because the circuit

breaker had not tripped. I agreed to order the part and stated, as I do with EVERY

customer, that electronic parts are non-returnable and non-refundable. He asked me to

order the switch and so I did.

We returned a third time at "no charge to the customer". The total cost of the part was

$180.00. We replaced the part and he paid us $180.00. However, the breaker did trip

while we were there even after we replaced the part. We tested the tub again and found

the heater unit had shorted out. The heater tested fine the week before. The tub is old

and the heater assembly is obsolete. I researched the availability of this heater and

found my cost to be $302.00. I would install it free of charge. The customer said no

because he was going to buy another used hot tub and requested a refund tor the flow

switch. I reminded him of the non-returnable and non-refundable policy. This is not

my personal policy, it is a factory policy. I also offered to pre-inspect any hot tub he

was interested in buying at "no charge to him".

I understand his frustration in that we could not duplicate the problem until the third

visit. This type of situation is not common, but does occur from time to time. It is also

frustrating for us because we want to get the tub repaired with the least amount of

inconvenience to the customer as possible.

I'm sorry we cannot refund his money. I do feel, in spite of that, RJS has been fair in

both treatment and service to this customer.

Respectfully

RJS Service and Hot Tub Repair

Business

Response:

August 17, 2013

We had a spa freeze this winter. Rick and his son were our choice for repair and dealing with the insurance. Rick was professional and pleasant to work with. He explained what he did and showed the damaged parts. He was on time and even went above and beyond by replacing a heater that was not part of the issue and did not charge us for it. That was a $400 expense that he just gave to us! That was amazing. We will definitely keep his number on hand for any future service we might need.