ComplaintsforWest Bend Fence/A-1 Pools, Inc.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a spa fall 21. It had a leak and was replaced March 22. Ive spent excess $ on water, hoses, and chemicals with zero compensation. I say the new spa leaks as well. Its losing as much water as before yet Im being told its evaporation or its not leaking because they cant see water inside or under unit. They placed tape inside. I asked if anyone was going to come out to see it before I filled it as it was showing the jets it was so low in a months time. Nobody is responding to this issue. Nobody cares. They say the chances of second spa leaking is slim? Yet they cant explain where all the spa water is going or why I have such great water loss. This warranty started over with the replacement spa, I was told, but nobody has called me back, including owner who repeatedly said he would. Im just fed up with calling, filling, adding extra chemicals. My salesman **** has left, and he was the only one who ever called me back. They should know exactly who I am, theyve been here enough. The replacement was placed off the cement slab, had to be emptied and refilled, on my dime as well. There was a waterfall leak found and sup replaced, which did nothing to stop the water loss. If you want or need receipts Ill find them. Disappointing for spending $8000. I could and should have taken my business elsewhere to be treated like this.

  

  Business response

  06/27/2022

  Customer *********************** received a new Sundance ****** on 11/2/21.  The spa was found to be leaking.  While the spa manufacturer wanted us to repair the spa, we went to great lengths negotiating with the manufacturer for a replacement as due to the nature of the leak and the fact that it was leaking essentially right away from the factory, we felt very strongly that the spa should be replaced, not repaired.
  A replacement spa was eventually manufactured and shipped.  Upon its arrival the customer was notified and a delivery date was set.  On 3/29/22 we drained and winterized the initial spa, disconnected the power, wrapped the old spa and removed it.  We then placed the new spa, unwrapped it, connected the power, filled and started the spa.  See attached order #******.
  The new spa was very slightly off the pad due to trying to line the power up to the entry point on the spa.  The customer pointed this out, the spa was then drained, moved over slightly and refilled.
  On day one the customer reported a leak.  That same day we dispatched a tech to investigate and put the manufacturer on notice of this complaint.  ***** the tech that started the spa, had hosed off the mud from the concrete around the spa.  What was observed was dampness of the concrete around the spa.  No active leak was observed.  It was Andys opinion that this was moisture from hosing off the deck around the spa.
  The dampness around the spa persisted, but we had much rain and cool conditions.  When things dried out and warmed up the dampness disappeared.  We are literally talking about 1/16 1/8 of damp concrete adjacent to the spa; no actual water.
  On 4/19/22 the customer contacted us to complain about the spa being cloudy, the ring at the entry point if the power being off and dampness immediately around her spa.  Please see order #****** for details and the techs notes/comments.  No leak was found.
  On 4/27/22 another service order was written to address the customers concerns.  Please see order #****** for the details of the concerns and the resulting tech notes /comments.  All four sides of the spa were removed, the entire spa was inspected and no leaks were found.
  The amount of water loss the customer describes is what would be expected for evaporation and loss of water from normal use.  That is based on what the customer describes,but she is unable or unwilling to measure from a piece of tape to more accurately measure.
  Most of these visits have not *** covered under warranty because no leak has been found.  Obviously, if there was a leak, we would want to identify it and repair it in order to be compensated from the manufacturer; we have not requested compensation from the customer.  Also our willingness to get the spa replaced for the leak that was found on the first spa should demonstrate our willingness to address any such problem.
  Since our visit on 4/27/22 we have not heard from this customer until receiving notice of this ******************** complaint.  We can come out again to look for a leak, but if none is found, we will need to start charging for these visits.ac

  Customer response

  06/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [No, I do not accept their response. I cannot trust A1 to speak the truth. I cannot trust them to not pass the buck onto me, the innocent customer, who just paid $8000 for a new working spa, and wants a new working spa without being called a "complainer". I find their claim to have fought for a new spa despicable and absurd! Why should I accept a defective spa? Why should I accept the responsibility for negligent installation of my replacement spa? The water and chemicals to try to correct the bacteria filled water? Funny I was told I was one of six customers who received a leaking spa, not I'm one of one or two? Which is it? I will not pay a service call to this company to have them miss something (as history has shown) and charge me for something I've not had working since I got it. No, I do not want to deal with this company any more. I would like a full refund AND compensation for all the added expenses I have incurred.

  See full response in attachment above, "DoNotAcceptBBB.pdf"]

  
  Regards,
  
  ***********************

  

  Business response

  07/18/2022

  A-1 Pools has offered to pay a 4th service visit at no charge to spend up to two hours on site removing all sides of the spa to thouroughly search again for any signs of a leak provide a date/time can be arranged so the customer and our company President can also be on site to ensure a satisfactory inspection can be completed.  If a leak is discovered, it will be promptly addressed as directed by the manufacturer warranty department.  The customer has so far refused this and demands that we pick up the spa and issue a full refund which is not an option we would approve.

  Customer response

  07/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [This past Thursday and Friday, *****, the business owner, argued with me via email, attempting to gaslight me by repeatedly stating theyve been out three times and didnt find a leak. Then argued on which visit the leak WAS found. Later argued that it wasnt a leak at all, but just a loose bolt. He talked in circles, skating around the actual facts. His own invoices indicate second leak found on second visit.
  
  
  Ive been inconvenienced for months, dealt with a slew of errors and failed service call processes by A1 (some complaints are noted on their invoices but confirmed on provided texts). I was never compensated for my inconvenience or expenses. ***** offered me a service call, but arrogantly dictated that he be compensated if (likely when) they fail to find the source of the leak/water loss (again). Theyve  been here more to correct their errors (his own invoices note they did something on every visit, ever a visit with "nothing found") than to service the water loss issue on a second spa, defective since day one, and under full warranty, but ***** wants to be compensated?
  
  
  ***** offered this latest BBB mentioned free service call after Ive stated multiple times thats its defective and Im not dealing a second defective spa that didnt last a week. Im not dealing with Jasons poor business practice of arguing with the customer, then denying theres a leak, gaslighting, to avoid a service call, WHILE UNDER WARRANTY. He doesnt listen, repeats false statements, its like talking to someone who doesnt have a clue whats going on, then comments caps wont change that a refund isnt an option. His offer has zero value when his service calls have only a 33% success rate at finding an issue, less if you consider that the spa is still losing water and they claim there isnt one simply because they are unable to locate it. A terrible success rate at spa installation, with zero quality control checks to ensure proper set up. So no, another service call on a second defective spa, with ***** dictating the show, is not a fair or reasonable option for any paying customer. 
  
  
  ***** ended our email conversation (included) stating theres nothing more he could do for me. Lets be very clear here hes done nothing but deliver two defective tubs, cost me a lot of time, chemicals, money,  and aggravation, by arguing with and gaslighting me, all while trying to get me to pay for service calls on a unit under a new full warranty. It would be laughable if it werent so pathetically sad how a business owner could treat his customer.
  
  
  I will settle for nothing less than a full refund and to never have to deal with ***** again, hes awful, personally and in business. Hes not interested in anything that costs him money, but wants me to let him keep my money. Thats not going to happen. Too many defects on a second unit, I want it gone!]
  
  Regards,
  
  ***********************

*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. ↩