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Pool Spa Help

Phone: (800) 766-5112 View Additional Phone Numbers 18098 State Highway 49, Nevada City, CA 95959 http://www.poolspahelp.com

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Pool Spa Help 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 16 factors. Get the details about the factors considered.

Factors that raised the rating for Pool Spa Help include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

1 Customer Review on Pool Spa Help
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 1
Negative Experience 0
Total Customer Reviews 1

Additional Information

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BBB file opened: June 11, 1996 Business started: 01/01/1982 in CA Business started locally: 01/01/1982
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Contractor's State License Board
9821 Business Park Drive, Sacramento CA 95827
http://www.cslb.ca.gov/
Phone Number: (800) 321-2752
The number is 609377.

Type of Entity

Sole Proprietorship

Business Management
Mr. Jon Love, Owner
Contact Information
Principal: Mr. Jon Love, Owner
Business Category

Spas & Hot Tubs - Supplies & Parts Internet Shopping Swimming Pool Equipment & Supplies

Alternate Business Names
Sierra Property Services
Industry Tips
Shopping Online, By Catalog, Mail, or Telephone

Customer Review Rating plus BBB Rating Summary

Pool Spa Help has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 18098 State Highway 49

    Nevada City, CA 95959

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Additional Phone Numbers

  • (530) 265-5563(Phone)
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Complaint Detail(s)

8/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We confidently proceeded with a rebuild of an aged redwood hot tub with this merchant because they specialize in this almost extinct service. Bolstered by their informational website and assurances that they'd be there for us through the process, we ordered a complete spa pak and new vinyl liner from them as well as all the install trim and accessories. Total spent approaches two thousand dollars. The liner arrived well before we were ready for it as every step in the process was slow to resolve and our efforts to get help from PSH were marginal... us slugging out most of the details ourselves with info we had to research. The expensive liner did not and does not fit properly by their own admission but after several pointless email exchanges wanting a replacement sent, we have been told to send it in at OUR expense for an evaluation at the factory to see if they made it according to THEIR specs based on our measurements. If it's determined they made it as their guidelines suggest, we are out the shipping both ways, the time related and will have to accept an inferior NEW liner. This is not our issue and yet we are being held responsible and punished for nothing that as yet has been pointed out to us as a mistake. Further, after all the coaching and support they advertise on their site and via phone related to do-it-yourself, they have now refused to give any info or tips on even how we are to remove it without damage for forwarding to the factory. We have been referred to their disclaimer as to that request. We are owed a new liner and should not have to jump through all the hoops unassisted by this vendor and tortured by their supplier. Thank you.

Desired Settlement: The faults and shortages of the defective piece have been thoroughly photographed and forwarded to the parties. We have re submitted all measurements for verification. They have admitted it fits badly at the mid tub perimeter but insist that if the factory messed up we have to do all the legwork to get it there and then trust a fair evaluation. We volunteered all services as to measurements we could submit from 1st liner but were flatly denied. We want a new liner promptly as good business.

Business Response:

The customer was given instructions for sending the liner back to the manufacturer.   If the liner was not made according to the measurements submitted by the customer, then it will be replaced at no charge.  We will also reimburse his shipping charge for returning the liner.  

If the liner is found to have been made to the measurements submitted by the customer, then the fault lies with the customer and there will be no replacement under warranty.

The emails exchanged between us are being forwarded to you by a separate email.


Consumer Response:

I am rejecting this response because:

These liners are not manufactured to the exact measurements provided by the customer. The manufacturer must take the customers measurements and project how much the liner will stretch according to their formula. The shortcomings our liner had are related to their interpretation.

After following the business' instructions, the liner was fully installed. It was found then that the mid-section of the liner was too small.  The business agreed that the liner was too small in the middle but the burden was placed on us (the customer) to fully UN-install the liner, box it for shipping and return to the manufacturer.  There was no discussion as to what would become of the returned liner if the manufacturer deemed it not their error nor was there any promise of a new liner.  The business practices of this company were less than satisfactory and left us with no solution.   

Business Response:

The customer’s allegations are unfounded. Please read the emails exchanged between us (previously submitted).

We are the reseller of this product and the warranty is offered by the manufacturer.

A copy of the specific warranty card furnished to this customer (serial #***********) is attached.

The manufacturer is requesting to have the liner returned before a replacement is offered.  It is their policy (per the warranty card) to see the product to determine where the alleged error was made since all their checkpoints indicate the liner was accurately made to the customer’s specifications.

The customer’s request that a replacement liner be made to the original specifications without the return of the first one would only invite a second ill-fitting liner.

All this customer is asked to do is return the liner to the manufacturer. It is a warranty issue.

 

Consumer Response: I am rejecting this response because:  The manufacturer may provide the warranty but warranties apply during the use of a product not when it is defective. We provided all measurements in good faith and should have received a liner that fit RIGHT when installed. What this complaint lacks in explanation is the fact that if we had completely disassembled the tub, removed the liner and shipped in back at our expense, we would only have been made a new one if the factory discovered it did not make the piece to THEIR specs (an interpretation of stretch). We are expected to be out commission for that length of time and pay all the return costs. Thats not warranty it's usury.

 
Being offered a piece of vinyl and glue to patch a new liner that did not and does not conform to the walls of your tub as it should, is pitiful compensation for the losing party. Update your instructions relating to how the holes the should be measured when fitting jets esp if the liner is going to be stretched to the limit in order to tighten them to the wall. As in our case the liner was extremely tight perimeter wise and cutting the holes as directed was a disaster. Also, master contractor suggested using teflon tape to seal the extended wall fittings. This is wrong and unfortunately for me, I did not find it out until far too late. Many, many testimonials and inquiries reinforce this opinion.  PVC manufacturers themselves do not recommend it!
 
I think the number of people engaged in rebuilding redwood hot tubs may have dwindled to the point of extinction as to liners being ordered. Something is wrong with the formula used to compute stretch by the manu and a dealer that doesn't stand up for his customers. When the submitted photos generated the "something is wrong, we've never had this happen before" comment, we the consumers should not have been penalized by the arduous and unfair return terms. 
 
It wouldn't have taken much to appease us but the immediate turn about in relations and instructions to dismantle our tub per contractor standards and refer to their disclaimer agreement was egregious in our opinion. 
 
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