Complaints

• Initial Complaint

  21/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June of 2023 I called ***** because hot tub was leaking a bit. I booked a service call with a time window, as I advised them I wanted to be present for any required service.On the day of service I came home before the time window and waited. After the window expired I telephoned ***** and they told me the technician had already been there and replaced the pump!I asked how he could do this as the 240volt breaker would need to be shut off for any service to be done, which was one reason I wanted to be present, and why they performed the service without my being preset for authorization.I was advised the technician had tripped the breaker himself. I asked why they would do that as it is not safe to do this - especially in an older home like ours. An electrician would know this. The tub was still leaking at about the same rate as before. They explained they would probably have to take this old tub apart to fix the leak. I explained it would probably be too expensive, which is another reason I had wanted to be present to make a decision.I refused to pay the invoice they sent and told them I didn't authorize the work as I was not present. I advised them I wanted my pump back and they could take the new one.Since that time ***** has dunned me numerous times for payment and I have refused to do so based on the fact it was not authorized.Since then they have sent it to a collection agency who claims I authorized the work when I asked for a service call, even though I had asked to be present for the service so I could make a decision about ******* effect ***** performed a service without my EXPRESS Authorization.I find this completely reprehensible as the previous owner would probably have accepted their mistake and corrected it immediately. I most likely would have spent any unspent repair charges on a new tub from ****** stands now the collection agency will be putting something on my credit file.I would like it removed without payment.

  Customer response

  22/11/2024

  No Warranty was provided.

  Business response

  25/11/2024

  We gave the customer a window of time when we would arrive at his home. His appointment was booked on June 1st 2023 at 10 am. Our tech arrived at the customers home at 9:45 am and was there for an hour. The customer was not there when our tech arrived but nowhere in his work order was there a request that he be there for the service. If he was so concerned about being there for the service call, then he should have been at home during that time frame. Our tech did not trip the breaker on purpose, the tub tripped as he was assessing it, which happens with hot tubs if there is moisture near the pumps or electrical components, or if the breaker is weak. It is part of the electrical code to have a hot tub's GFCI breaker outside and accessible but this customer doesn't have a GFCI breaker installed for his hot tub. In hindsight, we should not have provided service as this is not a safe electrical installation. His claim that we installed a new pump is false. We replaced his old pump with a refurbished pump. He claims that he told us to come and collect the pump that we installed but that request was never made by the customer. I have looked over our emails and our notes in his workorder, but did not find that request. He did in fact email us saying that the tub was still leaking and we returned to his home on June 7th 2023 to repair that leak. we did not charge him for the second service call. He did not make a request at that time asking us to remove the pump. This customer evaded every phone call made to him and did not respond to any of our emails or voicemails. If he had requested that we come and collect the pump we installed, we would have done so and there would have been a resolution. When we invoice our customers, we inform them that if payment is not made within 90 days, their information will be sent to our collection agency. This customer was well aware of this but did not take the proper steps to prevent that from happening.

  Business response

  02/12/2024

  We gave the customer a window of time when we would arrive at his home. His appointment was booked on June 1st 2023 at 10 am. Our tech arrived at the customers home at 9:45 am and was there for an hour. The customer was not there when our tech arrived but nowhere in his work order was there a request that he be there for the service. If he was so concerned about being there for the service call, then he should have been at home during that time frame. Our tech did not trip the breaker on purpose, the tub tripped as he was assessing it, which happens with hot tubs if there is moisture near the pumps or electrical components, or if the breaker is weak. It is part of the electrical code to have a hot tub's GFCI breaker outside and accessible but this customer doesn't have a GFCI breaker installed for his hot tub. In hindsight, we should not have provided service as this is not a safe electrical installation. His claim that we installed a new pump is false. We replaced his old pump with a refurbished pump. He claims that he told us to come and collect the pump that we installed but that request was never made by the customer. I have looked over our emails and our notes in his workorder, but did not find that request. He did in fact email us saying that the tub was still leaking and we returned to his home on June 7th 2023 to repair that leak. we did not charge him for the second service call. He did not make a request at that time asking us to remove the pump. This customer evaded every phone call made to him and did not respond to any of our emails or voicemails. If he had requested that we come and collect the pump we installed, we would have done so and there would have been a resolution. When we invoice our customers, we inform them that if payment is not made within 90 days, their information will be sent to our collection agency. This customer was well aware of this but did not take the proper steps to prevent that from happening.

  Customer response

  04/12/2024

   
  Complaint: 22588400
  
  I am rejecting this response because: Thank you for forwarding R&D's response.
  
  By their own admission the service they performed was unsafe!
  
  (I researched this and the tub was installed well before the outside breaker box was code, so it was grandfathered, but I never got a call)
  
  Unfortunately I never recorded the multiple telephone conversations in June and later. I thought this was a trustworthy long-standing supplier, but I was dealing with unknown new owners.
  
  The email interactions occurred after the verbal ones were unsuccessful. So they can claim whatever they want as fact as can I. There will be no resolution there.
  
  The fact remains they (self- admittedly) performed a service unsafely without advising me until after the service was done.
  
  If they can't forgo these charges over a blatant disregard for the integrity of my home and their employees safety,  it will go to the credit bureau and I will still refuse to pay it.
  
  If that's the case I will continue to point out this failure of basic lack of ethics to anyone looking to them for service.
  
  I am also looking into filing a complaint with the ************************** and any associations or societies related to giving reliability, credibility ratings to this type of company.
  
  Please feel free to forward this to R &D.
  
  Sincerely,
  
  ****** *********

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