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Complaint Details
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Initial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
April 25 hired to fix swim spa leak April 27 came and diagnosed the problem April 29 replaced parts April 30 replaced other parts May 1 paid in full since leaving town and not goi g to be home when job was complete. May 10 new pump leaking May 11 no show May 12 no shomay 13 no show, sent pictures of Large leak.May 13 to 20 said was coming no showed no call No show no response till May 23 then again no show May 29, will come tomorrowno show no call May 31 No show no responsejob not finished not responding to calls texts or mails
Business response
09/06/2024
I am writing in response to a claim recently brought to my attention regarding services provided to repair an in-ground swim spa for the client commencing on April 23. I believe there has been a misunderstanding or miscommunication regarding the events and outcomes of the service provided, and I wish to clarify the situation and present the facts as they occurred.
1. **Service Initiation and Partial Payment**: On April 23, the client contracted my services for the repair of their in-ground swim spa. To begin work, a partial payment was made, covering only the cost of the necessary equipment. This payment and agreement signifies the client's acknowledgment and acceptance of the service terms.
2. **Equipment Installation and Initial Repair**: Upon receipt of the partial payment, I returned three days later, equipped with all the required parts, barring one underground pump, which was scheduled for installation the following Wednesday. All procured equipment was installed timely, except for the last pump which required an additional visit.
3. **Client Instructions and Ensuing Issue**: After installation, I explicitly advised the client against filling the swim spa to avoid compromising the integrity of the repairs, particularly before the final equipment piece was installed. Contrary to this guidance, the swim spa was filled by the client, resulting in a leak within one of the newly repaired lines. This premature action directly contradicted my professional advice and resulted in additional, unplanned service requirements to address the subsequent leak.
4. **Resolution and Final Payment**: Despite the setback caused by the early filling of the swim spa, I committed to resolving the new issue promptly. I returned to the site, successfully repaired the leak, and ensured the swim spa was fully functional. Following this, the client rendered the final payment, signifying the completion and satisfaction of the service rendered.
5. **Documentation and Evidence of Service**: To corroborate the quality and completion of the repair services provided, I have maintained thorough documentation, including before and after photographs of the swim spa. These documents clearly illustrate the successful repair and functionality of the swim spa post-service.
In light of these facts, I firmly believe that the claim made by the client does not accurately reflect the circumstances or the quality of service rendered. My priority has always been to provide high-quality, professional service to my clients, guided by transparency and integrity.
Should there be any further inquiries or a need for additional documentation, please do not hesitate to contact me directly.
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.
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