Richard's Total Backyard Solutions

As the service manager at Richard's Total Backyard Solutions, I addressed the
service request from Mr. and Mrs. [redacted] as follows: 
 
    
Our standard fee to diagnose spa problems is $169.  Mrs. [redacted] requested
specifically that in the first...

appointment we were only to diagnose and return
a second time for the repairs, so the bank could approve the check to be
written.  When [redacted] went to her residence, he thoroughly tested all the
routine components of the tub that could cause it not to work.  Their tub
had gone a year with no water in it, but with the power on.  This can
cause potential harm to the components, especially the pump motors.  At
the first run through the circulation pump was dead, but the main jet pump
still had continuity.  We tested the thermistors and they were also
dysfunctional, and the filters were old and dirty.  So, the diagnosis we
gave them was for the circulation pump, two thermistors, a freshwater start-up
kit, and four filters.  It also included a quote for a spa valet (our spa
cleaning service,) and a difficult access fee, since the repairs were to be
performed by crawling under a low deck to access the equipment panel.
 
    
[redacted] returned to install the approved parts on Aug. 5th.  Immediately
after installing the circulation pump, he found the larger jet pump to be
non-functioning.  It was unfortunate that the pump did not respond that
way at the first appointment, but it is common for equipment that sits unused
for a long period of time to be un-predictable.  [redacted] immediately called
me and let me know the issue, and I told him the only solution was to inform
the customer that the additional pump needed to be purchased and installed for
the tub to have full function. 
 
    
The [redacted]'s became immediately irate after being informed of the additional
cost, which was $644.09 more (tax included.)  They yelled at [redacted] to get
off the property or they would call the police.  Mrs. [redacted] had what looked
like a wrapped up black shirt around her hand as she was threatening [redacted],
which was intimidating- not knowing what was under it.  (We had a note in
our system from 02-**-2006, that the [redacted]'s had rescheduled a call due to a
shootout in their living room.)  [redacted] proceeded to re-insert her filters
into the compartment of the tub, and tried to inform her that her equipment
panel below was exposed at the moment and still needed to be closed to protect
her electrical panel from rain, but she would not listen and ran him off. 
They did not give him the opportunity to complete any of the other services on
the quote. 
 
    
When [redacted] called me after driving away, he was very shaken up and repeated
the scenario to me.  I misunderstood his explanation of the filters that
were being re-inserted before his exit.  At first I thought they were the
new ones, but he clarified to me later in the day that they were the old
filters.  At my first communication by email to the [redacted]'s (at their
request, since they wouldn't answer the phone,) I had told them both the
circulation pump and the filters were still there, but later I corrected the
statement and let them know only the new circulation pump remained, and would
be their cost. 
 
    
The [redacted]'s then requested, although [redacted] was well en route to his other
calls, for him to return to remove the pump. My first concern was for his
safety; my second concern was that parts once installed cannot be re-sold as
new and lose their value.  Mr. [redacted] never said what the so called
"missing items" from his residence were; it’s hard to imagine someone
wanting anything since as you can see in the attached photo, the yard is filled
with broken, old stuff.  His claim as to not seeing [redacted] install
anything on his cameras is explainable by the fact that the repair was done
under the deck.  His complaint about [redacted] not taking all the parts from
the van at the start has no relevance.  It is completely normal for a tech
to return to their vehicle several times during a visit to bring out additional
items. 
 
    
 I never demanded "more" money from the [redacted]'s; I just simply
told them they need to pay for the part installed.  I never claimed
anyone "lied" and took full responsibility for the brief
misunderstanding on the filters, that I corrected.  The [redacted]’s were quoted
far less than what we could have quoted considering their yard is infested with
wasp,s and their home has bees nesting in the walls.  Our technician could
have demanded for them to exterminate before we perform work, but instead he
brought pest spray to protect himself at no extra cost, allowing himself to be
in danger for their repair.  The [redacted]’s were also out of our service range
by 16 miles.  We could have charged them our normal $5 per mile, but did not. 
 
    
I understood that the [redacted]'s repair was being financially approved through
their bank, and that purchasing the additional pump would mean requesting the
approval again and waiting to be rescheduled.  I tried to help by sending
their bank the adapted quote.  I've done everything I can to communicate
the plain and simple truth, but we will still be pursuing collections on what
is due.
Sincerely,
[redacted]
Service Manager
Richard's Total Backyard Solutions

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
There is not a single thing new in this statement. This is the very same pack of lies stated before.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  The statements are untruthful in every aspect.
 [redacted] moved around our yard suspiciously while holding a smart phone and speaking out loud in a manner not in any way associated with a spa repair. His movements and conduct were intended to instill fear and cause a terror-like feeling upon the elderly. [redacted] did nothing here at our premises other than attempt to obtain a large sum of money and take away our items without our consent. In the past these same people sent a man named "willy" here whom was found passed out drunk in our yard by law enforcement and tried to rob us. My wife and I were on guard because of willy and also because [redacted] lied about everything that happened here. 
 
 
Everything claimed in theit answer is just a made up story based upon lies of [redacted]. This company is using a fairy tale to falsely fabricate an excuse to keep their Revdex.com record clean. I intend to filed suit on the company and use my video taped evidence at trial.
 
 
 
Absolutely NO service was provided other than theft. We also regard the $169 taken as theft.
 
We also have confirmed information that [redacted] has a criminal background which might explain much of the problems..
[Provide details of why you are not satisfied with this resolution.]
Regards,