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Consumer Complaints

BBB Accredited Business since 09/13/2002

Hi-Tech Pool & Spa, LLC

Phone: (972) 270-3502

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BBB began including the text of consumer complaints and business responses in BBB Business Reviews on 07/01/2013 for complaints filed on 01/01/2013 and thereafter. This includes all complaints that meet our reporting guidelines and that are filed electronically. We also report on the resolution of the complaint, as determined by BBB.

Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
05/18/2015Problems with Product / Service | Read Complaint Details

Work left incomplete will not address the issue with his client.
This man gave me a quote. i paid him cash which he preferred and requested. I paid him 1/2 up front. I worked with his schedule in February. He completed the job while I was not at home. My wife paid him the balance. When I inspected the work I realized that he did not put any brace behind the shell and no where to attach the spa cover lifter. I call him and he acted like he did not remember me and told me to send him a picture of what I was talking about. I told him I did not mind paying him to come back out and finish the job. I then sent him several pictures. He did not respond and I have call 6 times and left messages. He will not even respond for a conversation. Very poor business communication and services. It was approximately $1400 of payments made to him. I just wanted his help in finishing and would have paid for his time.

Desired Settlement
Want him to be as good as he claimed and finish the job. He does not have the business ethics to even address this issue.

Business Response
Contact Name and Title: ********* ****
Contact Phone: XXXXXXXXXX
Contact Email: *****
the above costumer job was completed last october to his full satisfaction since we do not collect any last monies due from invoices until all has been inspected and okeyed by costumer to prevent completion problems. He also did not want a cover lifter since we quoted him on it and he said no.(ours attached like his old one to the top rail, see pic of old cabinet.
I was contacted by above costumer couple weeks ago that he had bought a cover lifter and he wanted us to install it. He acknowledge that we do not install equipment not supplied by us because we do not know where it comes from, if it works or not and then if there are issues with those parts we become responsible. WE DO NOT INSTALL other peoples equipment to prevent warranty issues. I told him, once again, that whom ever sold him the lifter should install it since there are many types of cover lifters in market that do not need to do anything to spa cabinet and others that attach to spa in many different ways.
His old cover lifter, before the cabinet was redone, was attached to the top rail which we redid his spa so it could done again the same way on top rail.
The spa frame was done on his spa to fit the synthetic wood panels he insisted on having put in spa and to be able to fit back in niche.
He never asked us to do brace and if he did, I would have told him that i would need cover lifter to measure where to put the brace, once again, every cover lifter is different and attaches differently to spas.There is no physical way to know where to put a brace on the spa for a cover lifter that needs screws unless the cover lifter is available at that time to know where screws would go. synthetic wood paneling cannot hold the weight. We redid cabinet and top rail so the original cover lifter could be reused if he wanted since he did not want to purchase ours which is attached like his old one on top rail of spa.
He has asked recently . repetedly to go and show him how to do it which I told him that i do not want to be responsible for any damages to spa now if needs to be moved.
Below is some of the conversations we had during project

"**** ***** <**********>
This does not include the cover which you quote at another $300. Does this include the lifter? "
(we quoted him on lifter then he said)
"I need to discuss timing with you as I can order a lift and cover to be delivered with no shipping and no taxes if I decide not to use yours. I will call you tomorrow and we can discuss the details. "
he declined our cover lifter and never ordered one to be put in while we were doing cabinet job.
he also tried to do this which we declined:
"*****, I am in Frisco. I spoke with you last week. You are going to call me this week when you are in the Frisco area and look at my Spa. I want to get a new cabinet for this spa. Below is my cell number so you will have record of the number. I will meet you at my house when you are avaliable. I also want to introduce you to a new spa cover and the man who makes it as you may want to re-sell this product. He said he is interested and if you are then I will hook you guys up together to discuss. Thanks."
attached is his invoice and picture of old cover lifter hooked to top rail.

Consumer Response
I called ***** back today and I explained I never expected him to place the brace behind the cabinet without me paying him more money after I discovered he did not originally place one there. My complaint is that he would not call me back or answer his phone. He would not comment on the job or tell me he had any issue. He now say he could not do the job. Ok. Why would he not call me and tell me this? He does not want this work. You, BBB are being used by him as a reference to obtain business. He claims he is in very good standing and no complaints. I have done business with your organization for over 30 years. You need to represent the truth about this mans services. His services are very poor and I made my decision to use him because of the reputation he claimed he had with BBB. I own three companies that use BBB. Yes, I am disappoint in all this.

Final Business Response
I had a conversation with Mr ***** on the 16 of april 2015 again. He called me and we talked. He still does not understand that his spa location(walls on 3 sides ) and type of cabinet he insisted on having cannot be taken apart without moving the spa out again and lifting the spa at least 4 feet again . The gap between the cabinet and the side of his niche is such that you cannot put a finger in between the panels and the niche walls. Panels cannot be removed or even moved .I told Mr ***** that what he wanted to do was not possible without moving spa out of its present location. He asked me if we could do the job the way he wanted and i said that we could not do it without moving spa out and raising it 4 feet. Mr ***** said he would find someone else. Mr ***** had taken to the internet starting on 31 march 2015 ,before any mediation had taken place, (4 april 2015)and started writing nasty reviews on yelp,yahoo,google plus and other places under his name and other peoples names ,before giving mediation a chance. A solution is to put same type of cover lifter he had to begin with. Not one given to him by a company that will not install it. He is choosing the hardest and most damaging avenue to put in a cover lifter on his spa. Once again , due to liability issues we do not install other peoples supplied equipment.
Once again i am including pictures of job and plainly can see old cover lifter was attached to toprail.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
What proposed resolution? He did not offer a resolution. I could not get a response from this man. Then he lied to you in his response.

So, I used another phone he did not recognize and I called him once again to try to reach a resolution. He was not happy it was me on the line.

First, I explained I would gladly pay him more money if he came back and completed the work. I was not asking for anything free. He said that the location of the cabinet made it impossible to put a 2x4 brace to hold a lifter on the cabinet if he did not raise the spa up on blocks and that he would not be responsible for the damage it would probably cause. I ask him why, if that is his position, would he not call me and explain that after I sent him the pictures by text and left him 8 voice mails about calling me regarding my problem? I also ask why did he not put the 2x4 brace behind the cabinet for a lift support the first time he work on the spa? He said no one ask him to put a bracing board for a lift on the spa and he was not doing the lift so he did not put a brace on the cabinet as it wasn't he responsibility. This is an example of the type of work he does. Not complete and not concerned for his client.

So, I called his competitor. He came out and looked at it and just laughed. He not only complete his work of the brace without any issue, he also hung the lift and had it done in 30 minutes. He said this man just did not want to deal with this issue so he ignored it and made it sound like a big deal. It was not. This competitor said he has had to follow him before on incomplete work and poor workmanship he has done.

I hope BBB will no longer continue to give this company the sterling endorsement that he claims you provide. I would not have even called him if he did not have the logo of BBB on his ads. And he uses that in his sales pitch.

I have been doing business in Dallas for 43 years. I have three businesses listed with BBB and I have always felt that BBB would do the right thing and make companies earn and maintain the rating that they put out to the consumer. I hope this is correct? This man not only did incomplete work, he refused to take any calls or even communicate about the issue. It appears since he could not get me to buy his cover and lifter, he would do this to my spa and then not discuss it with me.

All this man had to do was tell me no and not leave me hanging. Just communicate. He did poor work. He acts like he was instructed to provide that level of service when in fact, I let him recommend to me what we should do. Then he did an incomplete job and refused to call me. He actually hid for me on purpose. When he did the original work he was mad I did not want his cover and lifter so he decided to not put a brace under the cabinet to attach a cover or lifter as he thought no one else would be able to complete the work without lifting the spa up and charging me a lot of money and possibly damaging the spa.

I don't understand his attitude as I did not once offend or complain about to him. In fact I was not home most of the time he was there.

I will however make sure that my dealings with this company are made public via the internet. He has made excuses and false statements and has made it clear once he gets your money, he does not care what his clients think.

Industry Comparison| Chart

Spas & Hot Tubs - Service & Repair, Electric Equipment - Service & Repair, Swimming Pool Service & Repair, Contractor - Electrical

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