Royal Spa

"(No Charge Service Call) Customer (male person) called us on 5/20/13 (Monday) to ask us to come do a repair on their Swim Spa. We arrived to do the service on 5/21/13 (Tuesday-the next day). When the customer called he was belligerent and used profanity on the phone with our service manager when scheduling the service call. We do not have record of who the "male person" is or what his name is. Our customer file only has (Member name removed) as the customer. When we arrived at the house we were met by (Member name removed) who was mean, belligerent and cursed at our service technician before he was able to even check the spa for trouble. Our technician proceed to check the spa and came to the realization that the power from the house was the problem and that the customer had a bad breaker. We are not licensed electricians and therefore unable to make that kind of repair. There was nothing wrong with the spa. The technician informed (Member name removed) of what he found. She went inside and call the male person who made the appointment who then called our technician on his cell phone while standing in (Member name removed) backyard. He cursed at our technician and informed my tech that he was a stupid idiot because he (the male person) already checked everything out and it could not be the breaker. Our tech called our senior service expert and went through everything on the spa again with him. Our senior expert came to exactly the same conclusion. My field tech knocked on the door and informed (Member name removed) that we were absolutely certain the failure was in the house breaker and not the spa itself and asked to collect the $125 fee for coming to the home. She used choice language again and said she would go get the “*!#@ money”. After 30 minutes had passed and she did not return outside, our tech knocked on the door again and asked for the service fee. She answered the door, called my tech more names and through a check for $125 on the ground. In the memo line of the check was written “Stupid Company”. The male customer called on 5/22/13 (Wednesday) and talked to our service manager to discuss what happened at the house. Our service manager informed the customer that we have “Voided” their check and mailed it back to them (ultimately, there was no charge for this service call). He also informed the customer that our employees do not deserve to be treated the way we had been treated, that it was obvious that Royal Spa was not going to be able to make them happy and that they should call a different service company in the future. The customer (male person) called back later that day and apologized for the way he and (Member name removed) had treated our people and to say that they were just mad and not really mad at us. The customer did not buy their Swim Spa from our facility. They have only used Royal Spa Factory Service in November 2012 for service prior to this recent appointment. We appreciate that they were frustrated but Royal Spa in Indianapolis had nothing to do with their issues and we only wanted to help."

"This review is very odd and concerning to me. Unless we are temporarily out of something, we carry all the chemicals to properly take care of any spa. It is possible to get different advice from different people since there is a certain amount of experience and preference that goes into formulating solutions for customer's chemistry problems. There are occasionally communication short-comings where what a customer perceives is the problem and how my employee interprets the customer's explanation can result in no improvement to the water quality too. I apologize for any confusion and invite Mr. Day to call me for a more complete chemistry education. And hopefully a more rewarding hot tub experience. Sincerely, Derek Cleveland 317-781-0828 ext: 18"