Complaints

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Feb 15th I had Re Spa come out to look at hot tub which was not working. Owner Lupine sent her ************** ****** to evaluate. Hot tub was full of water. ****** took mother board home & came back 2 days saying it was all working well so must be wiring. He look outside wire and went into my garage and took electric wire and tried to fix. He said must be from garage fuse box. Said he was not suppose to but would try to come back and try to fix. Dayton put heater in my hot tub so it wouldnt freeze. I never heard from him again. I have **************** Cameras all around house so every conversation is recorded. I called Re Spa, went to office who previous owner said owner on plane visiting daughter & to leave ************* would call me back. 2 weeks later my hot tub is leaking & I called & called & text & even went back to office which they locked. Its been over a month & half and still not Returned calls with me even texting Im concerned about no water in ********** still plugged in. My hot tub is now leaking because they never came back . I would have got an electrician if they told me too but still no return call till I left message AM saying I was filling complaint today. She finally text me that they would come take heater. She called me be accident & when I called back she said it was because I tried to get her employee to work without electric license. Well he already had & if she would have returned call I would have got a electrician in. She only returned call 1 1/2 month later after I sad ************************** hot tub leaking . She could have easily returned my calls & constant texts. I told her in the 1st phone call that my husband just passed & she was very kind then her business ghosted me & hot tub no longer in same condition as the way they left it. Motherboard was exposed this entire *********** never came back or returned phone calls & its their responsibility to fix leaks that accrued from negligence. I have all *************** videos

  Business response

  04/08/2022

  04/05/2022
  
  My name is **** and I am one of the owners of ReSpa Moving & Service LLC. 
  
  On Friday February 11th I received a phone call from ******* saying her hot tub would trip the breaker as soon as she turned it on and needed someone to come out and take a look at it. During that phone call she informed me that her husband has passed away 2 weeks before and she was trying to take care of things he would usually do. I scheduled ******* for Tuesday February 15th for my two service techs to come out and take a look; I also let her know that we are $75 an hour for diagnostic and all repairs. My two techs went out on the 15th and my lead tech called and left her a voicemail to let her know that he was on his way. Upon pulling into the driveway, she came outside shaking her head and either recording my employees or taking pictures of them. When my lead tech got out of the vehicle he asked if she was waiting for a hot tub repair and at that point, she put her phone away and changed how she was acting. After the techs were able to take a look through the tub, they could not find the cause of the breaker tripping. Our lead tech removed the control panel and brought it back to our warehouse for testing, which he informed the customer. Two days later my lead tech went back out to reinstall the control panel. He informed the customer that there were no issues with the control panel, and he took at look at the breakers to make sure they were the correct amperage for what she was trying to run. He then informed the customer that she would need an electrician because it was not an issue with the hot tub itself. He did leave a heater where the pump is located and let the customer know it was to hopefully prevent freezing since her tub was not currently running. The customer tried to get my lead tech to come out after hours and go around our company to fix the electrical issue she was having. He informed her that he is not licensed for electrical and would not be able to fix it and that he would not go around our company as he is a loyal employee. After this I let the customer know myself that there was nothing we could do, and we would not be back out because of her trying to get my employee to work around our company and her trying to get him to do electrical work. At the beginning of March, she came into our shop and talked to the previous owner and tried to get my lead techs cell phone number. She also informed the previous owner that she had cancelled the electrician she had scheduled because her tub was now leaking. Our previous owner informed her I was on vacation and that he could not give out employee phone numbers. ******* then continued to call my phone anywhere from 5-7 times a day many times without leaving a voicemail. I chose not to return her calls because I had already let her know we would not be able to continue work for her because of her behavior. She then called at the end of March to let me know we left a heater outside and that she was contacting the Better Business Bureau. I sent her a text message letting her know we would come pick up the heater. At this point she called me and proceeded to yell at me and told me we were not allowed on her property and that she had recorded my employees while they were at her house. I told her she was welcome to contact any one she would like but that her leak was not due to us, it was due to her tub not running because of an electrical issue. I eventually had to hang up the phone because she just continued to yell at me and not let me speak. 
  My techs left the tub in the condition they found it in. When they arrived the front panel of the tub was already removed and open and they left it that exact same way. The leaks on her tub are not from our negligence. They are from standing water in a non-working hot tub, and the hot tub was not working when she originally called our company. I told her on our very first phone call that with our temperatures dropping below freezing at night that she had the potential for freezing the tub which would lead to leaks. Our company also never charged her for anything we did because there was nothing we could fix, and I felt compassionate since her husband had just passed away.
  
  When ******* was texting me, she was texting our business line which does not receive text messages, therefore I never received a single text from her. When I finally texted her about the heater, I texted her from my personal cell.
  
  I also want to add, she stated my son and daughter, and I only have one daughter and she is only 12 months old and lives with me, so her information is not 100% accurate.
  

  
  

  Customer response

  04/18/2022

  The owner never called me back until I left message I was calling BBB.  
    Her son and worker showed up & when he did not come back like he said he would I went to the office & the previous owner said she was out of town visiting her daughter . He said she would return my call if I left message & gave me her business card. Told him I called this number several times and she never returned call. Yes I called several times a day and she only finally responded after last message saying I was calling BBB. 
      I have cameras around yhat worker knew & he did try to fix Electic and said he would come back. 
      If he was not coming back I would have got my own electrician.  Worker said he left tub exposed with heater in and he would be back. We spoke about the tub being exposed and its all on cameras & tapes explaining he would come back & tapes showing him working on Electric inside the garage & outside on tub panel. 
      Lupine never spoke to me about the heater or tub after worker left. She only sent him out & never spoke to me again & disregarded all calls until last message . And that if the same day I filed report like I told her I would . 
  

  
  

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