Raft To Rafters Pool & Spa Inc.

They attempted to overcharge for chemical treatments that I specifically requested not be done. When I opened up the pool in the Spring, I was missing multiple pieces of pump/pool equipment from the storage box that was clearly laid out during the closing and used by the staff to collect/store the remaining parts. Initial calls and emails to the company and owner reporting this were ignored. Followup calls I made the next day were answered by a front desk representative and then redirected to voicemail. Ultimately, I was contacted by a service manager who informed me that "it was not worth arguing about" and I could pickup the parts if I could be onsite at their store in the next 45 minutes before he was leaving for the day.

They tool a look at the light and determined that it needed to be re-sealed and put back in with a new gasket. They brought a gasket out and the gasket did not fit so they used the original gasket and put a bunch of sealer-type stuff in around it. It worked for about two or three weeks and then we noticed it stopped working. It had filled up with water and it shorted back out. When we called them they said we were going to have to pay an entirely new service charge and they don't guarantee anything with seals. We told them it that was ridiculous and that it only had been three weeks. We told them they did not fix it good enough to last more than three weeks. We were not happy with that at all and I don't think we will use them again. I think they had a $90 trip charge and then charged for some materials. I think the two guys that worked on it were punctual and acted like they really cared about the work they were doing. The problem was the overall company's response to things.

Oct. 8, 2014:  Softub Motor dropped off to Raft to Rafters (R To R) business for repair. I was advised that repair would be completed when time allowed as swimming pools were a priority. 

Dec.11, 2014: Phone Call from R To R that motor needs a new board, R To R is out of boards, and manufacturer will not make new ones until late December, so informed that repair should be done in early January.  I ok R To R to order a new board and to install it in my Softub motor.

Feb. 7, 2015:  Replacement of needed Board is complete and I pay R To R for repair $556.21 plus tax and I purchase Softtub chemicals for a total Visa Billing of $623.20. I ask about warranty and am informed that warranty info will be emailed to me. (Warranty info has never been received).

March 2015: Weather breaks and we fill tub and install motor. Motor runs constantly in an attempt to reach (what should be 104 degrees).  Motor does not heat over 98 degrees. Phone conversations with R To R.  Advised by R To R that I probably got a defective board from the manufacturer. R To R states that they have boards in stock so this replacement of defective board should not take as long as original repair. Verbally given a turn around time of 1 -2 weeks.

April 11, 2015: Softub Motor dropped off to R To R for replacement of manufacturer defective board that R To R installed. Now, contrary to what I was told on the phone in March) I'm told that my motor was again, not a priority and that they would do it when they could "get around to it", but they were busy with swimming pools and that was the priority. 

April 25, 2015(Saturday)  Phone call  to R To R. I'm told that it's Customer Appreciation Day and they can't speak to me because they are busy, but they would call me on Monday April 27th.

April 27, 2015: I wait virtually all day for a call that never comes.  Call to R To R at 4:30 p.m. (prior to their closing time of 5:00 p.m.). I'm told that it is too late in the day to speak with anyone about this matter, but that I would receive a return phone call "tomorrow".  "Tomorrow" never came and I have not received a return phone call from R To R.

May 15, 2015 Email to owner [email protected] of R To R.  No response. 

May 20, 2015 Initially spoke with Angie's list consultant and initial negative rating given Raft To Rafters. Angie's list consultant states that usually business will respond to negative rating.   

May 26, 2015 2nd email to owner [email protected] of R To R. as no response to May 15th email and no response to May 20th writing of Angie's list negative rating.  

May 27, 2015 Out of desperation to figure out what might be happening at Raft To Rafters, I check their Facebook page and discover that they have given erroneous pool water test results to customers due to faulty testing equipment. They advise their pool customers to email them at [email protected]. It appears that they are concerned and want to make it right with their pool customers. 

May 28, 2015 Email to [email protected] since I obtained this address from Facebook and hope that perhaps they will want to make it right with this customer. No response to email received this date.

 I realize that manufacturer defects happen and I received a manufacturer defective board. I don't blame R To R for that.

I understand the swimming pool business and the crazy "busyness"  that occurs during the swimming pool closing and opening seasons (both of which have occurred since I initially dropped off my Softub motor for repair back in October 2014). 

I am not a demanding customer with any business and have never been with Raft To Rafters.  This is evidenced by the this write-up, my relentless attempts to elicit a response from Raft To Rafters, and the timeline that I have endured.   

 I am very frustrated that Raft To Rafters will not communicate with me about the status of the needed repair.

I worry that the new boards they had in stock in March will be depleted and they will (once again) tell me that I need to wait for a late December production by the manufacturer for a new (hopefully this time functioning) board.  

 I am dissatisfied with the attitude that this issue is not a priority; even though they have had my $623.20 since February 7, 2015. 

I'm concerned that in addition to my money, they are in possession of my Softub motor which contains a manufacturer defective board which they installed.  One would think that Raft To Rafters would want to re-inventory that defective board and return it to the manufacturer for refund of their money, install a working board in my motor, and finish this transaction. 

I have waited since October 8, 2014 to receive a functioning Softub motor from Raft To Rafters. Raft To Rafters has been in receipt of my Visa Payment of $623.20  since February 7, 2015.

Due to a lack of communication from Raft To Rafters since April 11, 2015, I have no evidence that Raft To Rafters intends to complete this transaction or when they intend to complete it.   

 My preference for resolution of this issue is for my Softub motor to be returned to me in working order as soon as possible.

Ok. They did damage my pool cover and not mention it. Have used both main pool company's in Columbus and they are pretty much the same.

They never called in advance of when they were supposed to show up-- just showed up on our patio without calling.  My husband is on disability so we told them to call us once they found out what the cost would be for the project but they never told us the price and just billed us after coming out.  The hot tub is still not working currently and they are not willing to work with us.  They said they would have to charge us a service fee just to come back out to look at it.

My experience with them has gone well. Their price is competitive.

They are always very courteous and knowledgeable.  I will use them again in the future.

They always arrive during the time frame they say and we really don't have to leave to many instructions since they know our pool and what needs to be done.