Spa Tech

"The price quoted was the price aggraded on and the price charged. A deposit was charged. We do not keep credit cards on file so we needed to ring the remainder. Her spa was put in an area that would not let the techs work on it unless emptied and moved. When the pre install check on where the spa would be we told the customer that we needed to access all four sides if it needed service. The manufacture pays us for the repairs under warranty, however, empting the water, disconnecting the electric and moving the spa out, back in and reconnecting the electric and filling the water must be paid for. A maxxus spa takes about 2-3 hours to fill. It takes 2-3 people to move it out and if parts are needed to be ordered, those people must come back to move it back. Transporting them to the job and back is not paid for by the manufacture either. We moved the spa out with 2 people but needed to come back with extra labor due to the location. We wore told the only day we could do the work was Wed and when we went on Wed. she was not home and told us her day off that week was Thu. She told us to leave our spa rollers under her spa so we did not need to put them under the spa when we came back. Then she told us she did not want to pay for the work and she would not let us get our rollers back. Her demeanor was not pleasant from the first day and she was upset with us for the leak. We did not make the spa and we would have worked with the customer on the cost but she did not want to pay anything. At that time we did not charge the customer for any labor after we moved the spa and found the leak. Nor did we put a workers lean on the house for the work done or for the rollers that she would not let us get back."

"I personally did not get any notice from the customer or the BBB about this issue. Our techs do an average of about 5-8 jobs a day. We will give a window however the customer does not need to be home. A customer can call us to see if we are going to keep that window at any time. However, if we are at the first house for 2 hours over time for a larger issue and we call 6 people to tell them we will be late, then the next job that is set up for 3 hours only takes 30 minutes, everyone must be called back. When customers change plans and are going out then must rush home it is worse than not calling. Also to call 5 or six customers could take 20-30 minutes and will put us even farther behind. As for the cost of the trip charge, we will match the price of another company. However our parts prices are usually cheaper as we are the service center for the spa co."

"$2000 was paid over 3 years for drain and cleans, monthly maintenance, supplies, and repairs to motors etc. and leak repairs. Yes she had many issues over the years and she called us to fix them, and we did. She was just upset she had to pay for the repairs as the spa was out of warranty. In 2008 we had new people in the office and as techs. I apologize for any inconvenience for that time, as far as cost, we are usually cheaper than our competitors, give a longer warranty and do not have a trip charge if called back for a second issue within 30days. Our techs have G.P.S. in the trucks and never need to ask for directions. If the G.P.S. fails, our phones have them. We have phone chargers in the trucks and the techs can call the office person on call for directions. Also, Aug. 2008 we did a drain and clean, Sep. maintenance, and replaced supplies that wore never paid for. We did not go out in Oct. As she was a long time customer, for customer satisfaction when she did not pay, we wrote the bill off and did not charge her."

"We had issues with employees in the past. This was 2009. We have come a long way and although no one is perfect, we do try. Our records indicate this spa is a 1995 cameo. A spa could have several leaks and not noticed until it starts leaking a lot. If a leak is found and repaired, to spend time looking for another when everything is wet does not make sense and could cost more to the customer. We repair what we see and if another issue pops up we do not charge to go back, only for the additional work. As with any company if office staff is sick or on vacation, issues may pop up due to lack of communication or personnel. I apologies for any issues with calls and assure you we have gotten better over the years"