Complaints

• Initial Complaint

  04/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Just in Time Pool and Spa was at my home to diagnose and repair my hot tub on January 18, 2023. When the tech was here the tech diagnosed my spa and mentioned that my board from my spa was bad and that would also cost anywhere from $1500-$2500 to replace. The error I was receiving on my hot tub was an "open flow switch" error. He then proceeded to say that I needed to change the connection from a 50 amp connection to a 60amp connection to the hot tub. Which the ****** says it can run on both so he was wrong. he also said I needed to upgrade my electric panel to my house from a 100amp service to a 200amp service. Now take it into consideration he is NOT an electrician. He came back on Jan 25 2023 and closed my spa and charged me $250 I followed his advice because I trusted his recommendation as a spa professional. I received two estimates from two companies and paid $475 for a service charge and also a load test total for both after closing my spa. The electricians mentioned I was below my 80% threshold and 200amp service was not needed. I called just in time pools and no answer but they did text me. I reached out to open my tub and come change the board and I would pay. their response via text was "I spoke to the owner regarding this. unfortunately there is not much more I am able to do. we are short staffed and I just found out we are not doing residential work any longer." I then reached out to another spa company and when they arrived he knew right away it was a "Flow Switch part" that need to be changed all in all the repair was done in 30 minutes and charged me $187.05 to get my spa in working condition. the fraudulent recommendation just in time pools would of cost me upwards of $7000.00. This company provided horrible customer ********************** denied a call from a manager or owner and also refuses to provide a refund for something that should not have been done. I have tried to work with them and they refuse to contact me or assist me.

  Business response

  04/20/2023

  The customer's home electrical system is undersized. We will not take on the liability. 

  Customer response

  04/21/2023

   
  Complaint: 19937656
  
  I am rejecting this response because the spa technician that was here is not a certified licensed or bonded electrician. The tech did not even see the electric panel or open it. We took your advice to have an electrician come check out our panel since he mentioned that 100amp was not enough to power my house and hot tub. However I had two union certified license and bonded electricians do two LOAD tests for my electric and check everything out with my service. The result was that I am only consuming under 40% of my total available power of the 100amp service. Anything above 80% you would need to upgrade I am well below that amount. My house is a single family ranch home with **** Square Feet no basement or second level 100amp service is well beyond sufficient to support my house and add ons including the hot tub. Let's not keep making excuses and take responsibility that you tried to commit unjustified work to make more money and take advantage of customers.
  
  Sincerely,
  
  *********************

  Business response

  05/05/2023

  We are not willing to take on the liability due to the electrical issues

  Customer response

  05/08/2023

   
  Complaint: 19937656
  
  I am rejecting this response because:

  Once again there is no electrical issue. So you are just making up an excuse. You are not an electrician we had actual electricians out here and they all said we have no issue. So we need a different answer then the same one you keep stating and we are no asking for you to come out and do any work that would make you responsible and liable for any work. we are requesting our money back for closing the hot tub when there was never an electrical issue to begin with and it was a simple flow switch that needed to be changed that took a whole 15 minutes to do the job. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I worked with the company to install a new pool safety cover on a newly installed paver patio. During the process I had a number of conversations on what type of cover and ended up not purchasing the cover through them but did hire them to install. Part of the discussion was the types of anchors that come standard with the cover. He informed me that they would swap out the anchors for ones designed to be used with paver patios as the cover only come with concrete anchors. The paver a dry set (floating) so the anchors need to go through the pavers into the ground. He spent time to explain what needs to be done for a proper install. I reminded them of this before they came out to install and they acknowledged. I was home the day of installation and we noticed they the were using the 3 inch concrete anchors. I called right away to address it. They asked to let them finish and they would come out and install the correct ones. They again texted a week later that they were on order. Then said they would charge me $600 to replace the ones that they improperly installed. So now Im stuck because it is an improper install. It creates a dangerous environment in my back yard, if someone steps on the pool cover this winter it will likely dislodge the pavers and pull them into the pool. They threatened to send me to collections if I didnt pay but they did not properly install the safety cover. What am I supposed to do? I need the pool properly secured for the winter. I told them Im happy to pay I full when the work is completed properly. They were hired to properly install a safety cover and the install they does meet proper installation.

  Business response

  12/06/2022

  The customer chose to supply their own cover rather than purchase from **, so the technicians installed everything that was provided.  It was later found that the customer wanted for us to supply paver anchors, so we offered to return and install them.  We explained that each anchor would be around $20, and there would be no charge for the additional trip or installation. The customer has continued to decline our offer. 

  Customer response

  12/07/2022

   
  Complaint: 18469842
  
  I am rejecting this response because:

  I addressed using the correct anchors prior to install and that request was acknowledged prior to any one coming out and now they are charging more. They were going to take the concrete anchors in exchange for the paver anchors but now they used the wrong ones I assume when they take them out they cant be reused.  As a company that installs pool covers I expected them to do a proper install and not try to blame me as the consumer for cutting corners.  The biggest concern, I need agreement that they will cover repairs for any damage they do removing  the ones they improperly installed.  Also simple internet search shows they are $10each retail.  I need a firm cost for what additional they are now charging.  They were hired to install a safety cover,  it is not installed in a way that provides safety.  Why would they intentionally install something improperly? They should have addressed this prior to cutting holes in my new patio, I had agreement from them.  Now instead of fixing their mistake they want to charge more and are harassing me with collections rather than addressing it.  

  
  Sincerely,
  
  *******************************

  Business response

  12/08/2022

  As it has been stated many times, we are not charging anything more to return and install the paver anchors. The cost will be exactly the same as it would have been if the paver anchors are what was installed originally. The installation of the paver anchors now is a simple swap, where we will remove the concrete anchors and place the paver anchors in the same exact location. Regarding the paver anchor cost, it will vary depending on the length of the anchor, so what is being found online is not necessarily what we are providing.  
  

   

   

  Customer response

  12/10/2022

   
  Complaint: 18469842
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  I have asked and not received what specific anchors will be used.  My concern is they intentionally used ones that were not suitable for the job they were hired for.  I addressed this prior to them coming out so they should have not proceeded and addressed this prior to cutting into my new patio and  putting me in the position to demand a higher cost to do the job accurately. I have since called other companies and explained what I need, they already charged a higher rate than the maket. I simply want it done properly and I need an agreement that they accept responsibility for any damage they do correcting the installation. I fear that if I let them on my property again they will *** carelessly or intentionally damage it.  Either they intentionally set out to defraud me or they do not know how to do at proper installation.  Both are very concerning.  
  

  1. I need a full written detailed explanation of how you will remove the improper work. As well as a complete scope of work

  2.  What specific anchors you will use. 

  3. Full acceptance of responsibility for damage done correcting the improper installation. 
  
  4. Retracting me from collections immediately  (as you havent even finished the work) 
  

   

  as Ive stated repeatedly I ei pay them when the job is complete,  you cant come here do an improper installation and demand payment because I caught you on shady business practice.  

  Business response

  12/12/2022

  All requests will be fulfilled.

*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. ↩