Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service call made on 3/27/24 for our Marquis Spirit hot tub not working. Estimate written to choose between two different circuit boards to render problem. Estimate also given for labor time to install new circuit board was 30 minutes to 1 hour. On 4/9/24 over the phone I ordered & made a deposit of $300 for board #1 with estimate priced at $596.58. Deposit of $300.00 was cashed on 4/17/24 by Kings Pools and Spas. Installed circuit board on 4/25/24 took over 2.5 hours to install. I was informed later that day that the board was manufacturer faulty. Company reordered a new circuit board. Same service technician installed new board on 6/15/24. Phone call was received informing us the first installation was not manufacturer faulty it is now the pump causing the issue of hot tub not heating. I requested explanation for the process to remove the newly installed circuit board & refund our deposit. The service technician explained I would need to finish payment of 1st board installed including labor costs and in addition payment of a new pump and installation to make tub function. I requested a phone call from the owner. Call was never received until I called back on 6/17/24. The owner stated I needed to complete payment & installation of 1st board and a refund was not yet possible. I asked for an appointment to have the second board removed from our hot tub. Owner stated it was already taken off by technician. A 220 electric line to our hot tub was left uncapped. Permission was not granted to come on our property to have the 2nd circuit board removed. I do not know what day or time this was done. Conversation ended informing me I can receive a refund if and after the circuit board is resold. The current state of our hot tub is leaking/draining, inside tub cracked and parts missing including a control panel & sticker we purchased new on 4/18/2022 for $281.55. Nor does the tub have a circuit board (not the original one, the 1st one nor the most recent one installed).

  Business Response

  Date: 06/28/2024

  Response to BBB for ***** ***** 
  

  Her address is  
  

  On 3/27/24 1, Austin B**** and Logan R**** went to Mrs. ******' house for a call stating "Spa not heating". Upon arrival, Mrs ***** met us and asked if there was anything we needed. She showed us power to the spa and that was it. We went through troubleshooting with our knowledge and called our Professional techs at Horizon Spa. Upon talking to the tech and troubleshooting, we found no power coming off of the board going to the motor. We gave her a quote on a new pack and gave her pricing. Also I stated that, with her doing this, I cannot guarantee any other additional issues will occur after the install. The total due that day for troubleshooting. She wrote us a check for $127.20, which covered the service call that day. She called back in on 4/9/24 and made a payment of $300, which was for us to order the pack. and cover the shipping. 
  

  The pack arrived and we went to install the new pack on 4/25/24. When we installed it, we ran into issues with the install. The total time was 2.5 hours but we discounted our time there because we ran into issues and had to contact Horizon again. Upon investigation, Horizon and myself found the new board in the spa was faulty. We warrantied a new pack in. No payment was made that day on service or remainder of the pack. Due to customer leaving their home on 6/15/24, I returned to install the new warranty pack. When I installed the new pack, we ran into an issue where pump 1 would not turn on. We found good voltage coming off the new board, but the motor would not operate or function as it should. I called Mrs. ***** informed her about the findings. I gave her pricing on the new motor, she said " We were on the edge of even doing this, if we knew it was going to be more we would not have done it." I told her I understand but the motor could have been what made the old board and the new board go bad. I stated if she didn't want to move forward with a new pump she owes her remaining balance for the rest of the board and the discounted labor time from 4/25/24. She refused to pay, stating she wants her money back. Upon talking to my boss, he stated to take the pack off. Being on our service slips where she signed it states all property is owned by Kings until paid in full. In this process I never left her property. So I returned to the spa and took the pack assembly back off. Pulled the disconnected, put wire nuts on power wires coming into the spa, and left with the pack. Mrs ***** stated old parts missing including sticker, control panel, that were purchased in 2022. Those parts came with the new pack. So when the new pack was installed, we removed it to dispose of the old parts, since she bought a whole new pack. There were no cracks when the pack was installed and removed. Leak was from slice valves not 100% holding which customer stated she did not want fixed being it is not a major issue. 
  

  Austin B**** 
  Kings Pool and Spa 
  Service Technician