Quality Pool & Spa, Inc.

"So Sad that this bad review was left. The fact is that when we showed up to perform a service call on this 20+ yr. old spa....we found the wood skirting all ripped off, tools and parts strewn about the spa area as well as other house hold debris. We diagnosed the spa to have a burnt heating element which the customer had just replaced himself. We gave them a few different options and they agreed to purchase a new heater. To save time and money, the home owner performed the draining and the re-filling and start up of the spa as it did not have the isolation valves necessary to perform work without being empty. Subsequently the new heater was installed and the owner (son) did the start up after we left. Soon thereafter, the owner sent us picture of the heater "leaking"... but the leak was NOT on either of the 2 connections we made and included a new mark on the heater which was not there during installation. We informed the owner that we should send the heater back to the manufacturer as it had a warranty but he refused and insisted on a new heater and and for us to provide free labor (which is not covered by manufacturer nor was there a warrantable problem with our install). We would normally just eat the labor cost to keep client happy but they live very far away from our location and again the problem with the new heater was most likely caused by others. We have given the owner many option to remedy this situation and we agreed to cover the labor if it was warrantable...but he refuses. We have been in this business for close to 40 years with over 28,000 jobs completed and thousands of happy customers. So sad that we can work this out."

"Thank you so much guys. It'[Member Information Removed] just what we do and as always....our pleasure."

"We are sorry to hear that Mrs. [Member Name Removed] was unhappy but find it odd since we quit doing any work for her last year. It is always our mission to ensure that every single client is extremely happy with the work we do and believe that the customer is always right. However a good tip for other pool owners; if you have a contract for a pool company to provide maintenance once a week....Please review your contract. The maintenance tech is only there once a week and there may be items that the home owner must do or make other arrangements. It is imperative that any rain/snow water on the pool cover be pumped off prior to the day your maintenance tech shows up. It can take hours for the water to be pumped off and it's unfair to other clients that you're not ready as the tech has other pools to do as well. It is also dangerous to allow too much water to accumulate on the cover and could cause a lot of damage. When this happens to us, we always try to make accommodations for a return visit or authorize additional time but please do not demand that someone come back out the next day when you forgot to do what you agreed to do. We always try to teach our clients about the workings of their pool and would rather they know exactly what the processes are, how things work and what to expect...that [Member Information Removed], every one is happy and no surprises. We hope that Mrs. [Member Name Removed] will find what she's looking for and enjoy her pool and would offer any help that we can in the future."

"Thanks [Member Name Removed] and so sorry about the frustration. Covers for spas are custom built . Unfortunately, the cover needed for your spa was very unique with multiple pieces needed and our cover manufacture was not able to build the cover with the normal measurements given and they wanted a more "3-D" type plot plan. It is our policy that the home owner sign off on these odd shapes as they are unique, few of a kind and custom designed/built. We are so glad that we got it worked out and sorry for the extra hassle. As for filters, a lot of folks think there are just a few that are common but there are actually over 1000 different filter cartridges and unless we know the part number...we'd have to look at it first. We're glad that its up and running now and hope you have many years of enjoyment from the spa. Please let us know if there is anything at all we can do to help and sorry again about the frustration. We'll try harder to communicate these issues more in advance for future reference. Thank you."

"We are so this customer is unhappy. The fact is that they did not use us to close the pool the previous fall and it was extremely dirty when we came to open it. Some pools may require additional vists to get "swim ready" and we were not authorized to spend any more time on the job. The floating bottles in the pool looked to have compressed chlorine in them from whomever closed the pool...so our tech left them in the pool to aid in getting the sanitizer levels up. Unfortunately, whomever closed or previously maintained the pool did a poor job and repairs were also needed due to neglect...that time performing repairs could have been spent on additional cleaning. Hopefully someone will take a little better care of the pool in between openings and closings."