AAA Pool & Spa Service Inc

"The customer called our office telling us that they needed a motor and a pump seal. We ordered these parts per the customer's request and took them to the house to install them. The customer also needed a motor mounting bracket because the old one was rusted to the old motor and could not be taken off to install on the new motor. It was explained that we would need to order the mounting bracket and return. We charge for return trips because it costs us money to go back to the home. If the customer had told us that they also needed a motor mounting bracket, we would have brought that as well."

"AAA Pool & Spa regrets that we have any unsatisfied customers. Unfortunately, in this case, the member left out some of the details. Our original service call was initiated when the member called and said nothing on her spa worked. Her circulation pump and heater had failed. Without the pump running, Jeff was unable to test the entire spa. Upon replacing the motor, seal and heat element, Jeff found that the member also needed a new topside control, impeller and pressure switch. This is why there was a diffence in the initial estimate of $529.86 and the final cost of $875.30. The work order was completed on 10/26/10. On 11/27/10, the member sent a letter explaining that she had not paid because the blower still did not work. On 11/30/10, Jeff spoke with the member, reminding her that she had asked him to disconnect and not replace the malfunctioning blower on 7/29/09. This was why he did not replace it on this service call. The member told Jeff she would send payment at that time. On 12/11/10, the member sent a letter explaining that she had turned the spa off while on vacation for 10 days. the member is likely unaware that while she was gone, we had freezing temperatures every night during that period. AAA Pool & Spa does not recommend that a customer shut down a pool or spa during freezing weather. When she returned, she turned the spa on and found that, "The lights turn on on the power/control pad, but nothing else happens." Jeff returned to the house on 12/15/10 to inspect. The spa equipment was frozen solid and unable to move any water through the unit. Jeff left instructions explaining that we could not properly test the spa until it had thawed out. The member was not charged for this visit. Jeff also noted that the spa ran correctly for weeks without issue and that her initial bill was due. On 12/15/10, the member wrote a short letter expressing her frustration and sent us a partial payment, for just less than the total parts cost. Upon receipt, I (Brad) called the member to attempt to clarify the situation and to try to keep the member as a loyal customer. I also wanted to get full payment for the services Jeff had rendered, as I felt that would be fair. I explained that the current state of the spa was due to the freezing and that we would warranty any issues related to parts failures or labor related to the service call, but if freeze damage occurred, AAA Pool & Spa would not be responsible. This was not to her liking. During the conversation, I was unable to come to an agreement with the member, primarily because we could not agree to the chain of events that her letters had already stated. She did say she would pay the bill if no problems existed when the spa thawed out. We have yet to receive our final payment as of 1/19/11. Once the member hung up the phone on me, I realized it would not be a good idea to pursue the issue further at this time. When I found this scathing report, which I see as unfair, I was inclined to respond. I regret that we will be losing the member as a customer. I hope that she will reconsider later down the road and give us another chance. We will hold no grudges. AAA Pool & Spa warranties all parts we use, many for one year. We also warranty our labor for 30 days. We also expect payment at the time services are rendered."