Hydrocare Pools & Spas, LLC

"This woman bought a piece of property and asked us to review the swimming pool to be rebuilt. The entire property was in very poor condition condition. We informed her that the pool needed close to $20,000 in repair. She stated to us that her insurance company was giving her a hard time because the pool did not have a cover on it and had to be covered as soon as possible since it was a safety issue. We quoted her a price of $1270 which included the cover, 15 water bags, all of our labor to remove all of the handrails and ladders on the pool, our labor to install the cover and fill the water bags, and , our residual cleanup time. This price was agreed to before and she gave us a deposit. We proceeded to do the work and then she refused to pay us. We have actually never met this woman face-to-face, whether she is African-American or not we have no way of knowing. It’s sad that people have to play the race card these days on issues such as this. We have done nothing wrong, and the fact that she gave us a deposit beforehand is proof that she approved the pricing."

"Yes, we were hired by this customer in April to troubleshoot and repair their hot tub, which was not working. The problem described was that the tub would not heat and the jets would not work. They also mentioned that they already had another company look at it but they didn't particularly like the company and thought maybe they were trying to overprice the job to them. We went out and troubleshot the tub and found that the jet pump was no good. We gave them a price and ordered the pump. Unfortunately, the distributor sent us the wrong voltage on the original pump and we had to replace it once again. We did this without any additional fees. Obviously it takes time to get a new pump so the job did take a little bit longer than expected After finalizing the job we received a call from them a short time later saying that the spa seemed to be leaking. Mind you this is a new problem and not related to our initial work. We assume that they thought that it was part of our original job. We explained to them that unfortunately our main business in the summer is swimming pools and it would be difficult for us to get back down to check on the leak but we will do our best. We recently did make it back to the job and found that there is a leak in the spa in a different part that is completely not related to the work we've already done. Now our dilemma is that we do not particularly think it is in our best interest to repair this leak when we have a customer putting out negative feedback online. We will be happy to go back, however, if there is a sign of good faith by the customer."

"The original call was for a broken skimmer and one area of broken plumbing. It turned out to be much more extensive. The spa had frozen and every manifold, a total of 6, plus a diverter jet, plus 3 unions around the equipment were cracked. Unfortunately these repairs were not evident until initial repairs were complete. It required many more return stops than expected and many more parts orders than expected. The repair definitely took longer than we wished but in the end we did fix the spa. We also did not charge any more than the original estimate so obviously this was not a profitable job. We in fact lost money. However we did consistently communicate with the homeowner to explain what the problems were. If the original problem was not presented as just two areas of concern the repair would have been done more expediently. We apologize for the delay but our main concern was the integrity of the job."

"We replaced this pump back in December. The homeowner did not want to fill the tub at that time. If we had we would have seen the leak while on site. Once she called with the leak we apologized and immediately scheduled a return visit. We found a union off the heater was loose. This was not part of our pump replacement, however we fixed the loose union and did not charge for our call. We cannot promise perfection but our warranty stands true even when not due to our work."