The Pool and Spa Center

Our company has reviewed this complain issued by *** *** in regards to the sale and service provided by our companyTo reduce costs of this project, *** chose to remove the water and liner in order for us to install the new replacement linerIn doing so, the PoolCrete shifted and caused a
slight change in the pool shapeThese issues can result due to ground water, unstable ground and the base used during constructionThis was an unforeseen issue and was only discovered on the day of the installAs the water was going into the pool our installation crew tried to smooth out the liner to the best of our ability as the pool shape was now smaller than the linerOur crew manager tried moving wrinkles from shallow end into the deeper areas to prevent people from feeling them*** was in constant contact with our company during each step of the selling and service process

Business states job is complete.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Even though they said I couldn't send the chemicals back they could refund my money, when a customer isn't satisfied thats the right thing to do.  I won't be using silk balance again even adding shock.  It messed up my spa and filter using it a couple of days.  I haven't paided off the bill with paypal, to them $200 isn't alot of money, to me $200 it is a lot to pay for a product I can't use.....and on fixed income making a house payment.
Regards,
[redacted]

Review: On 10/23/13 I ordered a heater board #[redacted] from this business. The following is everything I included in a letter to this business on 11/18/13. To: The Pool and Spa Center Regarding : Heater Board #[redacted] I ordered this heater board on 10/23/13 at the price of 119.46. When placed in the hot tub, this heater board short circuited out once the tub got up to temperature. I than called [redacted]'s who is located in [redacted]. He has been in contact with [redacted]. because they have told him the code shows the heater board as bad. He has put in 3 other heater boards which all short circuit out. [redacted]. is refunding him money for his boards because they have had some problems with the new board. At this time I would ask that I get my money refunded for this board, as it is a manufacture issue and not an installation issue. Thank you!!! Feel free to contact me at (Number went here). Do you have any of the old boards 74618? I also have [redacted]'s cell number if you would like to talk to him. (This was the content of the letter I sent.) I called this business on 12/3/13 at which time I was told the lady just had to get supervisor approval and I would get an email confirmation back. I received no email. I left a message once again for [redacted] on 12/10/13 with no follow up call from them. On 12/13/13 I talked to [redacted] once again who said she would once again talk to her supervisor and would email me by the end of the day. On this date she acknowledged that [redacted] had encountered some problems with the new heater boards. On 1/7/14 I once again called and left a message asking for this issue to be resolved and got no return call. All I am asking is that I be refunded the $119.46 which I originally paid for the heater board.Desired Settlement: Refund the $119.46

Business

Response:

We greatly apologize for the delay in this matter of getting the refund in a timely matter. I myself can guarantee this refund will be credited to his credit card within 24 hours of this response.

Review: I order liner and paid in full on May 22 2014 asked to have liner in by the middle of June made many calls was told a different story ever time . they [redacted] showed up on 7 11 2014 , had told us the 9 so my husband took the day off .they did not call to say they would not by there . The liner they put in is so bad it look like a wrinkled up shirt .and the cut line are bad . you can not walk in pool with out feeling bumps all over the bottom .Desired Settlement: to have the pool at I asked for.

Business

Response:

Our company has reviewed this complain issued by [redacted] in regards to the sale and service provided by our company. To reduce costs of this project, [redacted] chose to remove the water and liner in order for us to install the new replacement liner. In doing so, the PoolCrete shifted and caused a slight change in the pool shape. These issues can result due to ground water, unstable ground and the base used during construction. This was an unforeseen issue and was only discovered on the day of the install. As the water was going into the pool our installation crew tried to smooth out the liner to the best of our ability as the pool shape was now smaller than the liner. Our crew manager tried moving wrinkles from shallow end into the deeper areas to prevent people from feeling them. [redacted] was in constant contact with our company during each step of the selling and service process.

I am very dissatisfied with the customer service and technical skills demonstrated by this service provider. The worker they sent to open our pool was not adequately trained and was therefore unable to complete the task, leaving our pool unusable. After calling to complain they sent another person who was still unable to rectify the problem, so I contacted a different business. They responded promptly and fixed the problem in short order. Since I incurred that second expense I contacted the Pool and Spa Center's billing office to request a corresponding reduction in my bill, but they were unwilling to reduce the fee by more than a nominal amount.
As a result of my experience I will not be contacting them again.

Review: I order silkbalance and cleaner, and it only made my spa worse. It was suppose to balance the water and make it easier to take care of without using chemicals. I had to get service person to come. I would like to tell others silkbalance cost a lot of money and it not worth it. I ask for a sample before ordering and they had none. I had just changed the water in May, and when I used silkblance it messed up the water, my new filter I had just put in, it was 29.95 and I had to throw it away. I had to drain my spa and refill and put another new filter in spa. I tried to return the silkbalance and they said I couldn't because its chemicals. Before ordering and what is on website it said about silkblance to use it instead of chemicals.Health issue if water is messed up and can't be balanced out, that does make it an health issue.Desired Settlement: I got this through pay pal, I haven't paided it off and I can't use silkblance or cleaner because it messed up my spa. I'm suppose to change spa water every 4-6 months and I had to change it within the month. I want my money refunded in pay pal, total without filter is $214.94 with filter that got messed up total is $244.89. No one wants to get stuck with a bill over $200.00 for products that can't be used.

Business

Response:

We are very sorry to hear that you were unhappy with the product. Our website does list a return policy. Federal Law and store policy does not allow for the return of chemicals. It also lists on the that Silk Balance is not a Stand- Alone sanitizer and regular shocking will be needed along with SilkBalance. Our site also encourages that if you have any questions to contact us.

Consumer

Response:

I found this company to lack on product knowledge and the service dept is less than stellar. we needed a part for our heater made an apt to have the heater looked at. the service dept never showed up for the appt never called to cancel or reschedule. when we called again to find out why we got some excuse. when the service guy showed up he was very surly didn't have the part and left. after another round of phone calls we finally got the part installed. a+ rating?

Review: After ten years we recently purchased our second hot tub, choosing The Pool and Spa Center, the authorized Hot Springs Spa dealer for the Fox Valley. It was installed in July of 2012. We also purchased an enhanced sanitizing feature with a one-year warranty (full price $1199; our promotional price $599.50). This feature failed in December of 2012 and was replaced. In early May of 2013 the sanitizing feature was again not functioning and we noticed black residue in our hot tub.

Our complaint focuses on the service (or lack of service) we have received in the past 4 months since the problem was discovered. We have attempted to work directly with [redacted] to resolve this issue. This has been tremendously frustrating and time consuming, as illustrated by several of many, many examples we could provide:

• Many phone calls were not returned

• Face-to-face contacts were very difficult to arrange. On numerous occasions I would arrive at the store to speak with him, only to find him not there for our pre-arranged contact

• Despite my attempts to provide complete information, Mr. [redacted] did not appear to have an adequate grasp of our problem. On one occasion he did contact the manufacturer in our presence, but the water quality data he provided them was not current (approximately one year old), and the solution he finally suggested was one we had already tried, at his previous suggestion!

When it became clear to us that the sanitizing feature was not working and we were making no progress in diagnosing or correcting the problem, we requested our purchase price be refunded, citing two failures within the one year warranty period. Mr. [redacted] immediately deferred to the manufacturer, noting that we had received some benefit, and ignoring that this was our second failure during the warranty period. (The manufacturer’s written warranty does not indicate this is to be pro-rated.)

Throughout this process, The Pool and Spa Center, and specifically Mr. [redacted], has offered virtually nothing to resolve this issue. He has responded only when we have doggedly pursued this issue, and minimally at best, sometimes with outdated and incomplete information as previously noted. He has been a major hindrance to resolving this issue. Our request that our purchase price be refunded under the terms of the manufacturer’s warranty has not been honored. Just this morning the sanitizing feature was finally removed; we were told it would be sent to the manufacturer for examination. This could go on for months and months and months……

After two failures we are no longer interested in this feature. We only want our money back, and a dealer who services their products in a timely, responsible, and customer focused manner.Desired Settlement: Please honor that manufacturer's warranty and refund our purchase price ($599.50 + tax.)

Business

Response:

I have talked with the manufacturer and even emailed a copy of [redacted]'s complaint so they know her side of the story.

[redacted] is contacting her by next week to discuss the matter and resolve to [redacted]'s approval.

I signed a contract with [redacted] in Feb. 2011 to build an in ground pool for us. He was to start work in April 2011, and it would take 6-8 weeks to complete. Instead it took 4 months! We were lied to and did not get to use this $80,000.00 pool much the year it was built! There would be weeks that nothing was done! There were thousands of dollars of over runs which almost landed us in court. Since completion, we found that they did not put the lights in the pool that the contract called for, their electrician did not put the correct fuses in the control panel(and charged 3 times as much as he quoted) which make it difficult to determine we had a bad light, lied to us about the warranty when we had problems and did not install the cover correctly which caused the ropes to wear out after less then four years (they should last 7 years) which cost $1,100.00 to replace and install correctly. I have heard nothing but negative comments about this company and the owner [redacted] You would be foolish to have these folks build or service your pool. I just wonder what the next problem we will have due their poor work, and how much it will cost. Interestingly, the Revdex.com rates this company at A+, but the only comments are negative ones! How can that be, you ask? Well you must pay the Revdex.com to be member, and the Revdex.com is not going to give poor ratings to their members, this is where the Revdex.com gets their money!

Review: This company continually scheduled my pool install and didn't show, with out calling. They finally did install the pool weeks late. They forgot my heater and had me run to their store to get it, even though they had guys sitting around doing nothing. They blamed me for not reminding them of the heater even though I ordered it. They didn't order my ladder. I realized it in time and the girl in the store insisted that they let me borrow a ladder. After they left I went to vacuum my pool, only to find they didn't bring my vacuum or my owners manual for my pump. I have requested a print out of all they were suppose to bring me and for them to bring me those other products. They did not respond to my request.Desired Settlement: I would like a print out of all of the items I was to receive. I would like the items I ordered. I would like the owners manual for my pump. Compensation for my time and gas for having to go and get the heater they forgot.

Consumer

Response:

On Mon, Jul 20, 2015 at 8:44 PM, [redacted] wrote:Thank you for your help with the Pool and Spa Center. Yes, they have contacted me and finished the project to my satisfaction. I am happy with the final product, yet do not believe a customer should have to consistently check up on a company to get them to deliver all that is in the contract. This company has an A+ rating. I hope you will consider changing their rating so others don't have this same experience.

Review: Several months ago daughter and friend took 2 pool filters into store One to be repaired and have bypass valve installed and one to have cartridge placed. Gave written list of required services which clerk entered into computer. Made appointment to have pool opened week of 5/13 and they would bring filters and connect all pool plumbing including solar heaters for which they needed to supply correct fittings. I called before they were to come and verified the agreement. They did not come scheduled week and when they did come I was not notified in advance and was not here. They did not bring the Nature 2 Filter and had not installed the valve on the Perflex filter and used my existing fittings to connect the solar. Have since complained by telephone to 3 different employees including [redacted] and [redacted] who promised to arrange a return the following weeks and left an unreturned message message for the billing person(? [redacted]) While waiting have not been able to use poolDesired Settlement: To have valve installed , Perflex delivered and installed and all connections made properly. To be charged for only one service call and parts and labor and to have this done in early August

Business

Response:

This issue has been resolved. I also left a message with [redacted] at Revdex.com ###-###-####

The staff was very nice...when they had the time. The sale department is to say the least extremely understaffed during the summer months. Unanswered calls, unanswered emails. Very frustrating for us to recieve any type of communication from them in a timely manner. If I'm paying $5000 for a pool, it's necessary to have staff available to answer my questions. The face to face time we were allowed was spent with a sales rep who was so busy/overworked that I felt bad even asking the necessary questions.