Complaints

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I as well as many others have had issues with. Atlantis Pool & Spa. This is a company located in **********, **. Earlier this year we purchased a new home that had a hot tub. We were told by the sales agent that he thought the hot tub may have a leak. We asked this company to come out to give us an estimate to fix the hot tub that had a potential leak. They took a look at our equipment and told us that they really could not address the issue with the hot tub because it was not filled so they asked us to fill it and to call them the next day to let them know if it still looked like the water was leaking. We called them the next day and said yes it looks like there is a slow leak. They sent us an estimate not only for the leak that they did not know yet what was wrong with it but also an estimate for changing motors and other things we had not asked for. The estimate they sent was for 12k. We told them we decided to go in another direction and they sent us a bill for $590. They were there for 30 min and did not do any work. I now today received another bill with finance charges and threats for the bill to be sent to collections for $859.04. If you look at their ****** reviews there are several people who have had the same issue with this company. I just thought you should know that they are scamming people by telling them they will come out to give an estimate and not mentioning a fee then when you do not accept their estimate they are sending out exaggerated bills for coming out to give an estimate. We did have the hot tub fixed and paid $600 for the work and were not charged a fee for an estimate, they told us none of the other equipment needed to be repaired or replaced. I just think this company needs to stop doing this to people.

  Business response

  09/17/2024

  In response to the complaint against our company I want to state that we were at the home, and our technician performed a pressure test on the spa to determine where the leaks were.   We also educated the homeowner on their pool and spa systems for 2 hours since they were first time spa and pool owners.   The technician has copies of the text messages with the husband confirming that he received the estimate and they were interested in finding the leaks only, without any of the other recommended repairs (dated 1/1/24 at 2:15pm).  On January 10 the technician performed a pressure test and found that the equipment would not hold pressure and indicated that there was a leak on the filter top and on the shaft seal of the pump.  Our tech also noted that someone else had been chasing leaks with dye because there was a lot of silicone on the light conduit.   He recommended addressing leakage of the shell after the equipment leaks are addressed.  We gave them an estimate for the repair work and they went with another company.  On May 2, 2024 the husband sent a text message (copied to our tech) to ask his wife to send a check for the work that was done.  No payment has ever been paid, we have sent copies of the invoice numerous times and have added finance charges to the total due as well as a Collections Fee as this is the next step for us to collect the money due to us.   Just because we didn't fix any of the leaks (they had a relative there at the time that we found the leaks that likely did the repairs), we did still educate the homeowners as well as perform the pressure test.   We never do a site visit without charging a service call fee, as we have to pay our technicians.   I don't know any service company that work for free.   I believe that this is a case of the customer simply not wanting to pay for the work that was performed.  We have documentation of the text exchange with the husband and our technician.

• Initial Complaint

  12/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Came out to check our hot tub, the guy they sent, didnt even have tools and even asked to use our tools and walked around not being able to even get into the tub. Had to go to *********** Then said he couldnt fix it. Lol. Then sent an invoice for ****** and bogus hours!!! Then sent to a ****************** Total Ripoff!!!!!!! Seriously! So dishonest!

  Business response

  01/23/2023

  This is simply a disgruntled customer who doesn't want to pay their bill.   We tried to work with them and accept a lower payment and they weren't willing to do that.   Our tech was at their home, did the work requested and we've already paid him.   Sometimes hot tubs are so old that parts are not available but that doesn't mean we don't try.

  Customer response

  01/27/2023

   
  Complaint: 18640368
  
  I am rejecting this response because:
  

  When we first contacted Atlantis we were quoted on the phone for 150, for service call and agreed to that amount but were charged in additional for his tech being gone to ********** for over an hour, but right up the street, but regardless he should have had tools in the first place and not asked if we had any for him to borrow. He was also there a long time trying to figure out how to even open the control panel , walking around, on his phone. And we were charged for all of this- no work was done as stated by the owner. When we called to complain snout the bill, he agreed to charge for service call only which was not even what we originally agreed upon, it was more than the service call. Thank you for bringing it down but it is still not something we should be charged for in the first place and further attests to the dishonesty. We used them in 2020 and service call $95. Regardless, now he says service call is ******. Now he still wants ****** for what??!!! Sending an an appentis with no tools to show up and do nothing? Who in good conscience would pay this or even charge this??
  Sincerely,

  
  *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩