Business ProfileforSwimming Pool Services, Inc.

Scheduled SPS to look at the malfunctioning pool heater of my elderly parents swimming pool, for 8/3/22. The heater would start but then quickly shut off. Two technicians arrived. They spent a lot of time trying to diagnose the problem, including, I am told by office staff *****, calling a diagnosis center which is protocol, if they can not diagnose the issue themselves. We were told by SPS technicians the heater would need a brand new ************ at a cost of $1,200 plus installation. My parents declined to order the part. They were charged $300 for the diagnosis.When I discussed that my parents would not have a working heater this summer, with a friend of mine, my friend took a look at the heater and told me right away that the inlet and outlet hoses were hooked up backwards. Apparently this is a very basic troubleshooting point. It was overlooked by the "professionals" from Swimming Pool Services, that charged my parents $300 for their misdiagnosis. Once the hoses were switched the heater didn't shut off like it did before we called SPS, it worked great! It is still working great!Imagine if my folks would have spent $1200 plus installation for the new board and the heater still didn't work! And it would not have worked unless the inlet and outlet hoses were switched to the proper position.I made contact with SPS office staff on 8/4/22, 8/10/22 and 8/16/22 requesting a refund for the misdiagnosis. I was told by ***** who had consulted with the supervisor and then the owner, that because the technicians followed protocol, by calling the diagnostic 'hotline' that my folks would not be getting any kind of refund. What kind of integrity is that? It is not very responsible to be wrong but still take the money for the expert service you offer but the customer did not receive. I feel like they stole $300 from my elderly parents. My dad is 98 and my mom has vascular dementia.My mother paid by Credit card that I gave office staff over the phone.