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A BBB Accredited Business since
BBB has determined that A-Tex Family Fun Center meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for A-Tex Family Fun Center include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Chris Secard, President
Swimming Pool Contractors, Dealers, Design Swimming Pool Equipment & Supplies Swimming Pool Service & Repair Billiard Equipment & Supplies Spas & Hot Tubs - Dealers Spas & Hot Tubs - Service & Repair Spas & Hot Tubs - Supplies & Parts
Alternate Business NamesA-Tex Family Fun Center, Inc
Industry TipsTips for avoiding a pool construction nightmare
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Additional Phone Numbers
- (512) 930-2839(Phone)
- (512) 863-2001 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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BBB Letter Grade Scale
Star Rating scale
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Problems with Product/Service
Read Complaint Details
Complaint: We purchased a Deminsion-1 hot tub from A-Tex Family Fun Center approximately 4 months ago. From the first day it was delivered and set up. There was a malfunction with one of the diverter valves. We called A-Tex Family Fun Center and reported the problem. ***** from the services department was very professional and ordered a new part and scheduled the maintenance. After the technician was out to our house and fixed it the defective part. We were told it was fixed and tested. Within days, the same problem happened. The valve broke and shot into the air. Again, I called Nancy, and she ordered all the parts that would be needed to ensure the defective part was replaced. When the technician came out to replace the entire valve, it was determined the plumbing had “over 30 joints that would need to be replaced” and A-Tex thought it would be best to have the entire hot tub replaced. That was about 6 weeks ago and we still are sitting with an empty hot tub in our yard. I have called A-Tex numerous times and also the manufacturer, Dimension-1. NOBODY can tell me when the hot tub is going to be replaced. We have a product that has not worked completely since the day we purchased it and we are now months into this process. Our backyard construction and landscaping has been put on hold because of this. Although this might be a manufacturer’s defect, A-Tex Family Fun Center was the retailor we purchased it from and a representative of Demension-1.
Desired Settlement: I want somebody who can take responsibility for this and has the ability to make the decisions to make it right. Either with a full refund, or an exact replacement plus partial refund. My customer satisfaction is at ZERO
Business Response: As Mr. ******* states, we attempted to fix the problem on his spa, but were unable to make the necessary repairs. Dimension One decided that in this instance, the best course of action would be to replace the spa. This situation very rarely occurs, but when it does, the decision to replace the spa is always made by the manufacturer, not A-Tex. At that point, the process is really out of our hands. Dimension One orders a new spa to be built at the factory, and when it is completed they arrange for it to be shipped to us. At that point, we can take over again and exchange the new spa for the defective one. This is what happened in Mr. *******'s case - Dimension One had a new spa built for him. It was completed and shipped last week, and we received it here at A-Tex today. We will be contacting Mr. ******* today and arranging to swap the spas out this week. We are sorry for the delays, but that is the time frame it took the manufacturer to process the warranty claim, build a new spa, and have it shipped to Austin. We have been in communication with Mr. ******* throughout this process, and we have always given him updates to the best of our ability. Unfortunately, while the spa was being built we were at the mercy of the manufacturer as to when it would be completed. As he states, he called Dimension One and was not able to get a definite completion date himself. That is the same situation we were in. We did take the extra step of having the factory representative for Dimension One, Mr. ****** *******, contact Mr. ******* directly to make sure he was being taken care of and to assure him that both A-Tex and Dimension One were doing their best to expedite the process. Having to replace a spa is an extremely rare situation, and we certainly understand Mr. *******'s frustrations. However, we do want to make it clear that A-Tex has done everything it could during this time to keep him informed and make an unfortunate situation go as smoothly as possible for everyone.
Business Response: We sincerely apologize for any communication errors that may have occurred. When Wulf Vance, the service manager, called Mr. ******* to set up delivery of the new spa, he offered him the choice of Tuesday or Thursday. As he states in his complaint, Mr. ******* thought he offered Tuesday or Wednesday. We should have reiterated the dates to make absolutely sure we were all on the same page. In any case, when we were told that it didn't matter when we came (as Mr. ******* states that he told us), we scheduled the delivery for Thursday. This too should have been clearly communicated, and we apologize if it was not. The replacement spa was delivered Thursday, the old spa was removed, and Mr. ******* now has a brand new functioning hot tub in his yard. In addition, as a gesture of goodwill Dimension One has sent Mr. ******* a "care package" containing various accessories for his spa. We hope that Mr. ******* enjoys his new spa for many years to come. In an effort to never have any communication problems arise again in our relationship, the owner of A-Tex *********** ****** invites Mr. ******* to contact him personally on his direct telephone line at ###-###-#### if he needs any assistance in the future.
Problems with Product/Service
Read Complaint Details
Complaint: I purchased an above ground pool from A-tex Family Fun Center in the spring of 2013. I immediately noticed that the pool was not installed properly. Someone from the service department, **** *****, came out and inspected the installation and agreed that it was not right and said he would have it fixed right away. The entire summer I chased him around. He would say he was coming out to fix it and something would come up. Illness in the family, had to go out of town, endless excuses. So now it is the winter of 2013-2014 and **** says it is not good weather for doing this work and we will be on his schedule for as soon as the weather is better. Springs comes and the phone chasing begins again. During this time I also called the store multiple times and stopped by the store multiple times to try to get some help. All I get is more promises to call, more promises to come out and fix it. In mid July 2015 I realize they are never coming to fix it. I have now lost 2 summers of this pool I paid over $8,000 for. My kids are now teenagers and are no longer interested. I call again and am assured they will "make it right". At this point looking at this pool in my yard makes me feel sick. Nothing will make it right for me. The only thing that will make it even bearable is for them to come and take it down and remove the sand. For this I am told I will have to pay them. I don't think I should have to pay to have the pool removed. As a matter of fact I think I should have my money refunded.
Desired Settlement: I think they should take the pool back and at least refund some of my money.
A-Tex does not dispute that there was a problem with the installation of the ********* pool. It is not a structural issue, and does not affect in any way their ability to use the pool. It is basically a divot underneath the pool liner, which creates a cosmetic defect. As they state, **** *****, our service department manager, came out and inspected the pool installation and agreed that repairs were necessary. A-Tex also does not dispute that there were some difficulties in scheduling the repairs. Mr. ***** did indeed have some family situations that caused him to cancel some appointments he made with the *******s. Another factor which complicated scheduling the repairs was the fact that the *******s wished to try to save as much water as possible from the pool when the repairs were done. We respected their wishes, as we were very aware of the severe drought situation in the area. But this did make scheduling the repairs more complicated, as special equipment would be needed to retain the water while we worked on the pool. Lastly, as they state in their complaint, Mr. ***** correctly pointed out that the fall/winter season would not be a desirable time to do the repairs, as the pool liner requires warm weather to be pliable so that it can be installed with the least possible wrinkles.
Business Response: In a good-faith effort to amicably resolve this dispute, I called and spoke with both Mr. and Mrs. ******* today, Friday February 20th. We have agreed that I will come out to their home sometime during the next few weeks to meet with them and personally inspect their pool. At that time, we will determine the proper course of action. I will be contacting the *******s next week to set a exact date and time. - ***** ******