Suntek Pools & Spas

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.The owner Bob is nice, reasonable and really interested in keeping his customers happy and his...

business going so I'll continue to use their services going forward. 
Sincerely,
[redacted]

Review: They left me, a woman alone with 3 childrn, in 90 degree heat for 11 days with a green pool, everyday telling me to wait until it clears. It never did, I had to buy chemicals, shock, etc. with my own $ and it cleared up overnight. I let it go, after sending before and after pictures, and a service team showed up early in the morning, I was sleeping, didnt ring the bell, claimed to shock pool and vacuum but didnt. the pool again was turning green. I realized that the scam is if they show up early, most likely the customer doesnt see no shock, algae killer, alkaline, nothing was added. so at the 3rd visit I went outside, saw more algea and called Suntek. They hung up on me 5x, gave no explanation except the menwere here 28 minutes so they vacuumed. well it takes an hr. to vacuum my pool and leaves were in the shallow end, water turning green after I paid for my own chemicals, shocked it 2 days and got it clean. The scam is their servicemen obviously keep the chemicals, expensive chemicals, and when the client is not watching them they make out a phony report and leave. I am going to fight this last service-I did better on my own. Total smarmy people who dont answer the phone, offer help, offer to come right back and fix it, offer to come the nexr day and shock it in front of me-nothing. they just kept hanging up and they have my credit card. Of course I'm going to have my credit card co. dispute the charges, I took pictures each time of my pool before they came and after, the next day. Not a real pool servicing co.Suntek. The scam is keeping the expensive chemicals, servicing your pool when youre not around-and then charging your credit card. I saw similar complaints on their website, Facebook, someone should close them down. I got so frustrated I called THE POOL DR-a real co. who clears your pool in hrs.and cancelled Suntek. But they will charge me for services and chemicals not given.Desired Settlement: I'd like to speak to the owner but he has people hiding him of course.I'd like my $ refunded, its been 90 degrees for 2 weeks and because I hired Suntek my kids and I couldnt use the pool on the hottest days of the year so far. An apology would be nice, but not really fair. refunding my $ will be nice, but the bottom line is because theyre not a real co., they cheat the public, my kids and I couldnt use the pool to cool off for 11 days. Close that co. or please investigate them-and their supply room which always stays the same. One serviceman who I watched, Devon, was nice and cleared my pool 1 week. that was it, the rest of the time I was given the runaround. They took my pool cover and never told me if it could be repaired, no mention of it, nobody heard about it. bottom line, they steal and fraud the public.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.The owner Bob is nice, reasonable and really interested in keeping his customers happy and his business going so I'll continue to use their services going forward.

Sincerely,

Review: Contract / delivery / customer service issuesWe purchased the spa from this company. The price was high for the product but we were receiving what we knew would be valuable services. i.e coordination electrician and concrete work and installation. Which they did not provide. Without these services I could have just ordered the spa online for a much cheaper price. Having a local store for this purchase should have been a benefit, but as you will see, it was a curse.The company contract reads in part: 6. You should not expected to receive and merchandise or service that is not listed on your contract. No verbal agreements or promises will be recognized in regard to this contract. Any changes or agreements must be in writing. Delivery was a disaster. Garbage was left on the floor.. I guess the garbage cans that were there are for show. The company left a hazard with the garbage. They never made an attempt to clean up the mess. . When I called the store about delivery they said read the contract we do not do that. It is my problem. The company expects the purchaser to be able to lift the spa and install the parts. Then the company suggest that I can schedule an appointment to install parts in ten day. My contract said Delivery and installation. The problem is that these parts must be installed under the spa for they can not be installed. They schedule an appoint to attempt to fix the delivery issues for the first thing the next day the same time the say was being installed (Which they should have known since they were in charge of the coordination) But they did not show I called the store any they said you are # 7 or 8. They would be there by 4 maybe. We had someone else install the parts (Timing was important for the safe installation of the spa cover to avoid have someone drown from not having the cover installed)The company does not return emails about predelivery The company claims you did not get them. The company puts them in spam and no one looks at them. I called and left messages about predelivery no response. The spa cover lifter that the owner showed us is not the one that was delivered. The company failed to coordinate electrician and concrete work. If the company did we would not as many problems as we do. The contract called for the company to coordinate these service. The company failed to cover / protect / exercise due care when they drag the spa across the patio which has inflicted property damage to the new patio. I guess we were underinformed again That is how the companies employees describe the customer.I have no idea how the company is going to correct these problems. We requested to speak to the attorney for the company, but they have refused. The owner has been rude to my family when we visited his store to review the items on the contract. He has used mutual clients as a weapon to damage my business .I have requested that he say away from my family and property.We have ask for a certificate of insurance they have refused.They think that can do what ever they want and it is ok. We get mad at them for the causing us problems and they say dont yell at us. What do they expect? All the above issues was written into the contract that they did not honor.I would also appreciate that he writes the angielist review to describe my customer experience with his store.Desired Settlement: I am not sure yet - it depends on the Manufactures options on this matter. There are warranty issues and service issues. We do not trust the store - that is why we request to speak to the attorney.

We expect to be made whole for the trouble and problems caused by this company. Including and limited to cost of spa and related costs, Lack of use, time to repair damages cause to the property, as well as time spend and cost in removal and reinstalation of new equipment, setup company for spa, time spend in looking for new equipment again and any legal fee that could be incured for this or other processes etc. etc. I would like to know how this is a A+ rated company? In additon, I would like him to write the online review of his company that can be posted on the WEB based on my experiences with his company (This would be his optunity to show the world how he is going to fix the way he does business in the future - If not I can write it.) We still need to get his insurance certificates to file a claim with his insurance company - which he refuses to provide.

Thanks

Business

Response:

[redacted],

Fortunately in over two decades in business I have never come across a customer as unique as [redacted]. All correspondence have been with [redacted] even though [redacted] is the actual purchaser. Most of this case can be understood by reading the email exchanges between [redacted] and I [which I will include with this correspondence) however I will highlight all communications and give you a timeline below for ease of reading...

• 6/**/13 - Purchase of Hot Tub 6/**/13

• 7/**/13 - Delivery of Hot Tub 7/**/13

• 7/**/13 - Customer complains of packaging material left at jobsite and that cover lifter was delivered but not installed.

o Customer was informed that even though we do not remove packaging material from the yard we would send someone the next day to address the situation. [redacted] also stated that his cover lifter and umbrella was not assembled. He was told that assembly was not stated on his contract however in the interest of goodwill we will assemble them for him. He demanded 1" stop in the morning 7/**/13. He was told that we would do the best to accommodate that request. As it turned out the way we route our trucks out he was not first stop but later in the day. Our electrician was also coming by to hook up the electric to the Hot Tub that day. The electrician who arrived earlier in the day than our truck assembled the cover lifter and umbrella for him as a favor to us so that [redacted] would be happy. Surprisingly this did not make [redacted] happy.

• [redacted] later complained of marks on his pavers allegedly made by our delivery company on his pavers. He was told that we use a third party delivery company and that they would be more than happy to assess the damage and do what needs to do to make it right as they are fully insured. [redacted] will not allow anyone to view the damage at his home. He continues to ask for Suntek's insurance information even though he has been informed on three occasions that he needs to speak with our delivery company.

• After being harassed via emails over the Fourth of July Holiday weekend by [redacted] I decided, that do to his irrational behavior I would refund him his wife's money and take the Hot Tub

back. Again he could have his marked pavers addressed by my delivery company. All I asked in return was that [redacted] takes the high road and not litigate this matter or contact agencies such as yourself. Obviously he chose the other road. Subsequently I have now retracted my offer to take the Hot Tub back.

• In closing cannot help this man if he continues to display unreasonable and/or irrational behavior. I cannot address any issues if I am not allowed on the property and have to speak through attorneys. I am still more than willing to resolve any issues the [redacted]'s may have. At this point we are attempting to resolve these issues the [redacted]'s Attorney.

Sincerely,

Business

Response:

As stated in multiple prior correspondence....

Suntek Pools and Spas will be more than happy to provide any warranty service that may be needed on the Hot Tub purchased by [redacted]. The only stipulation is that [redacted] cease his offensive assault on Suntek Pools and Spas via the Revdex.com, Dunn & Bradstreet and all other agencies.

Suntek Pools & Spas uses a third party delivery company to deliver our Hot Tubs. The delivery company will be more than happy to address the damage [redacted] may have incurred to his pavers in his yard. The delivery company needs to see the damage before contacting their insurance company.

To arrange any of the above...[redacted] needs to do contact our office directly and we will happily arrange whatever he needs.

Thank You

President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved becau

Nothing has changed - We do not Trust thjis company. We do not want to deal with this company in the future. We have indicated what we require in prior emails - Nothing we requested has been addressed. We have the right to post any comments we want. I would suggest that he read the contract - both sides. How has he lived up to what is expected by his membership in the Revdex.com. (see his prior emails) Where was customer service when we purchased / delivered the SPA. His staff indicates that were are underinformed. We do not wish to be underinformed in the future.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,