Scarritt Spas & Hot Tubs

Mrs [redacted] pool was installed per manufacturer's specificationsUpon Mrs [redacted] request about concerns with her pool, I went and visited the site The pool side bows slightly I did not have an answer for her immediately, because I wanted to forward the pictures I took to the manufacturer for their opinion Their conclusion was either of twoOne, from our harsh winter, frost may have been a factorOr two, upon back filling around the pool by the [redacted] , the bow occurred I would agree with these two possibilities The pool is structurally sound The pleat in the liner may have been present from date of installI don't rememberLiner installations are not guaranteed to be wrinkle freeTo straighten the wall, the back filled material placed by the [redacted] will need to be removed The pool drained, and liner removed Wall support straightened or re-leveledA new liner installedThe pool refilled, and the back fill material replaced Unfortunately this problem was not a result from our installation We can remedy the problem, but it would be at the [redacted] expense

This response is the same as my letter to the [redacted] 's on November 3, Ms [redacted] , Invoice#***, dated 09/30/is validThis invoice is for additional time to address leaks found once the spa was filled and runningOn previous visit(s), if our technician had stayed to see the spa fill completely and test, they would have been there longer, hence incurring additional labor chargeYou did not want our technician to stay, so upon you completing the fill and running the spa, it had some minor leak(s)If they had stayed, we would have been able to address them at that timeHowever, since we had to return and address the leak(s), there are additional charges Thank you Additional information not in letter for history- Due to having hot tubs all over the state of Ct, some in RI, NY, and Mass, all service calls are put in routes to save clients paying travel08/15/14- 1st service call- check spa leak-found pump needing parts, heater corrodedRemoved pump for repair at shopHave to order parts Customer paid invoice09/15/14- route in area formed, returned with repaired pump, heater came in wrong(ordered wrong size), will reorder Customer paid invoice09/18/14- route in area formed, returned with the right heater, some labor would not be charged as courtesy for not having the right heater on 09/Technician was instructed first 1/hour on site was no charge, customer would be responsible to pay for completely filling and testingInstalled correct heater, not leaking at partial fill, customer does not want tech to stay to complete fill, 1.5hrs, discounted to 1hr as credit toward invoice #47886, dated 09/09/23/14- A special, not-in-route visit to address leaks and error code(disputed invoice #***, dated 09/30/14, includes visit on 09/and visit 09/23.) 09/visit included hours on site discounted to a total of $85.00(would have been 1.25hrs x $139.00= $plus tax.) Also, 1.75hrs of travel (1.75hrs x $= $plus tax) for not-in-route service call was also not charged as courtesy

We have explained the story of this hot tub repair as it happenedThe customer knew ahead of time we charge for each visitCredits and accommodations have been given where and when deserved and then someWe are standing behind our first response which states the factsThank you

Mrs*** pool was installed per manufacturer's specificationsUpon Mrs*** request about concerns with her pool, I went and visited the site The pool side bows slightly I did not have an answer for her immediately, because I wanted to forward the pictures I took to the
manufacturer for their opinion Their conclusion was either of twoOne, from our harsh winter, frost may have been a factorOr two, upon back filling around the pool by the ***, the bow occurred I would agree with these two possibilities The pool is structurally sound. The pleat in the liner may have been present from date of installI don't rememberLiner installations are not guaranteed to be wrinkle free.To straighten the wall, the back filled material placed by the *** will need to be removed The pool drained, and liner removed Wall support straightened or re-leveledA new liner installedThe pool refilled, and the back fill material replaced Unfortunately this problem was not a result from our installation We can remedy the problem, but it would be at the *** expense

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Mrs. [redacted] pool was installed per manufacturer's specifications. Upon Mrs. [redacted] request about concerns with her pool, I went and visited the site.  The pool side bows slightly.  I did not have an answer for her immediately, because I wanted to forward the pictures I took to the...

manufacturer for their opinion.  Their conclusion was either of two. One, from our harsh winter, frost may have been a factor. Or two, upon back filling around the pool by the [redacted], the bow occurred.  I would agree with these two possibilities.  The pool is structurally sound. 
The pleat in the liner may have been present from date of install. I don't remember. Liner installations are not guaranteed to be wrinkle free.
To straighten the wall, the back filled material placed by the [redacted] will need to be removed.  The pool drained, and liner removed.  Wall support straightened or re-leveled. A new liner installed. The pool refilled, and the back fill material replaced.  Unfortunately this problem was not a result from our installation.  We can remedy the problem, but it would be at the [redacted] expense.

This response is the same as my letter to the [redacted]'s on November 3, 2014.
Ms. [redacted],
        Invoice#[redacted], dated 09/30/14 is valid. This invoice is for additional time to address leaks found once the spa was filled and running. On previous visit(s),...

if our technician had stayed to see the spa fill completely and test, they would have been there longer, hence incurring additional labor charge. You did not want our technician to stay, so upon you completing the fill and running the spa, it had some minor leak(s). If they had stayed, we would have been able to address them at that time. However, since we had to return and address the leak(s), there are additional charges.
                                                                                                                   Thank you
Additional information not in letter for history-
Due to having hot tubs all over the state of Ct, some in RI, NY, and Mass, all service calls are put in routes to save clients paying travel.
08/15/14- 1st service call- check spa leak-found pump needing parts, heater corroded. Removed pump for repair at shop. Have to order parts.                        Customer paid invoice.
09/15/14- route in area formed, returned with repaired pump, heater came in wrong(ordered wrong size), will reorder.
               Customer paid invoice.
09/18/14- route in area formed, returned with the right heater, some labor would not be charged as courtesy for not having the right heater on                        09/15. Technician was instructed first 1/2 hour on site was no charge, customer would be responsible to pay for completely filling and                      testing. Installed correct heater, not leaking at partial fill, customer does not want tech to stay to complete fill, 1.5hrs, discounted to 1hr                    as credit toward invoice #47886, dated 09/15.
09/23/14- A special, not-in-route visit to address leaks and error code. (disputed invoice #[redacted], dated 09/30/14, includes visit on 09/18 and visit                  09/23.) 09/23 visit included 1.25 hours on site discounted to a total of $85.00(would have been 1.25hrs x $139.00= $173.75 plus tax.) 
               Also, 1.75hrs of travel (1.75hrs x $85.00 = $148.75 plus tax) for not-in-route service call was also not charged as courtesy.

Complaint: [redacted]
I am rejecting this response because:
Hot tub not repaired
correctly in the first place. When The tech was repairing the hot tub, he instructed me fill it
to the point where there was enough water to determine leaks.  He stated
no leaks; but he had trouble tightening unions. Then,said it was OK no troubles. Filled the
tub after service tech left; found ourselves in a worse condition than before the repair. 
When the tub was filled, the heater did not work, the error message on the
panel remained the same, and tub leaked. Called store to inform them of problem and that we had paid a total
of $843.95 for repair.  [redacted] Scarritt came back to repair the initial
problem.  First tech had wrong part, second repair tech did not install
the heater/parts correctly. [redacted] came back to fix the screw-up; then charged
again.  Company is charging us repeatedly for the same repair. 
[redacted] 11/5/2015
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:  Before [redacted] Scarritt came to our house he knew were dissatisfied as the repair process was negligent in providing service and parts; we called about the failure to repair the hot tub immediately after the repair man left and at that time  we were informed  no additional charges were to occur - and we had paid in full.   We were reassured  the repair would be made and no additional charges would be added. [redacted] came to fix the problem that we had already paid for knowing that there was not to be any additional charges and that he had to fix the problem as all previous repairs demonstrated negligence.  Our bill is paid in full and we are not be charged same problem that was not repaired correctly.
Sincerely,[redacted]

At this point, we are no longer going to pursue payment for this. Invoice #[redacted]. We are issuing a credit. You will no longer be billed for this. Thank you. [redacted] Scarritt

We have explained the story of this hot tub repair as it happened. The customer knew ahead of time we charge for each visit. Credits and accommodations have been given where and when deserved and then some. We are standing behind our first response which states the facts. Thank you.

At this point, we are no longer going to pursue payment for our invoice #[redacted] and its adjusting credit invoice#[redacted].  You will not receive any further invoicing from us. Thank [redacted]

Review: I purchased a [redacted] pool from Scarritt Spas & Hot Tubs in [redacted] in October 2013. I learned from a friend, after the fact, that there might be problems. When I relayed this information to Scarritts, I was told that they would bend over backwards to make me happy. The pool was installed in April 2014. There seemed to be no problem until fall. After the winter the problems have increased. The side of the pool opposite the strainer is no longer straight, there is a huge pleat in the liner on that side, and there is a channel on the base. I have had Scarritt look at it and he thinks it is nothing. I disagree. I have called them repeatedly and the last time he said he had no answers, no solutions.

Scarritt has moved their business back to [redacted] and it is difficult to communicate and get anything resolved.

I spent over $13,000.00 for this pool and I am not happy. I would expect Scarritt's to be ethical and true to their word. I would like it fixed at their expense.Desired Settlement: To have Scarritt come and fix the sides of the pool.

Business

Response:

Mrs. [redacted] pool was installed per manufacturer's specifications. Upon Mrs. [redacted] request about concerns with her pool, I went and visited the site. The pool side bows slightly. I did not have an answer for her immediately, because I wanted to forward the pictures I took to the manufacturer for their opinion. Their conclusion was either of two. One, from our harsh winter, frost may have been a factor. Or two, upon back filling around the pool by the [redacted], the bow occurred. I would agree with these two possibilities. The pool is structurally sound.

Review: I hired scarritt spas to do some work on my hot tub as it would not heat up. I explained the hot tub symptoms to a technician over the phone. The technician replaced a handful of parts on my hot tub, but after the parts were replaced, the hot tub still would not heat up. I called Scarritt spas and walked through some troubleshooting steps with no luck. At this point, I spoke with the owner of Scarritt spas and explained to him that the parts he replaced did not fix the issue I had with the hot tub-it still would not heat up. He explained to me that he would send someone back out to look at the hot tub but there would be additional charges. He also said that his technician tested the hot tub before he left my house and it worked fine so it must have been something I did. Well, that is impossible because I had the circuit breakers that powered the hot tub turned off while the technician was servicing the hot tub. Since there was no power, there is no way that the technician could have tested it. I told the owner that I wanted him to come back and remove the parts he installed and I would seek services elsewhere. He is now attempting to collect money from me for labor costs associated with installing the unnecessary parts initially along with removing them. I told him that I would not pay for these charges. He then threatened to "destroy my credit" if I did not pay. He was extremely condescending throughout the entire process. Now, he has sent my account to collections to attempt to collect. At no point did I sign a contract. There is no explanation on the company website that indicates that if a customer is unhappy with the service they are provided that they must still pay for labor costs.Desired Settlement: I want Scarrit spas to stop attempting to collect the $448 they claim I owe them for service labor. In my opinion, this is no different than a restaurant getting an order wrong. If you ordered a pizza and you received a sandwich, could the restaurant charge you for the labor that it costs to make the sandwich? Even though they provided you with a service, it wasn't a service that satisfied the need that prompted you to seek that restaurants services to begin with.

Business

Response:

At this point, we are no longer going to pursue payment for our invoice #[redacted] and its adjusting credit invoice#[redacted]. You will not receive any further invoicing from us. Thank [redacted]

Review: Our hot tub was not repaired correctly in the first place because the heater and parts were not properly installed by service tech. The hot tub was filled to the point when the tech said enough water was in it to determine leaks. When the tech ran the system he stated no leaks, but was having trouble tightening the unions on the heater. Customer stated to make sure the unions are tight so we will not have any leaks. The tech said no leaks --we are problem free. We then continued to fill the tub after Scarritt service tech left. Within hours after the tech left, we found ourselves in a worse condition than before the repair. When the tub was filled, the heater did not work, the error message on the panel remained the same, and the tub leaked. We called and spoke to Scarritt's store manager and told her about the problem and that we had already paid in full and expected the hot tub to work correctly. [redacted] Scarritt came back to repair the initial problem and has continued to send bills and letters for payment.

Unfortunately, the first repair person had the wrong heater, then the second repair tech did not install the heater/parts correctly.

To date we have paid a total of $843.95 for this one repair. We are paid in full.Desired Settlement: You have been paid in full and we should not be charged for work that was not performed correctly in the first place. Please stop sending us letters and invoices. Please send us a refund for the extremely long delay in time, poor service on more than one occasion, and the cost and time of communications, in addition to the aggravation you have caused us.

Business

Response:

This response is the same as my letter to the [redacted]'s on November 3, 2014.