AQUA PROS POOLS & SPAS INC

"As owner of Aqua Pros, I listened to the member's complaint. First of all, he has a spa from an out of town vendor that sells factory direct. We service all manufacturers' products. In this case, we did NOT have a special wrench to remove the screws to acccess the cabinet and equipment. We returned to find the cause of the tripping breaker to be a bad heater element. Replaced the element and got paid for our services. As sometimes happens, the element failed soon after our replacement. We returned and replaced the element with a new element. We charged for the labor, but not for the element, since the parts suppliers only warrantee the product. When the member complained I agreed to remove the labor charges for the warranty trip, since the part failed in under 30 days. Soon after, his high limit switch on the heater housing failed and had to be replaced. One (heater element) had nothing to do with the other (pressure switch) in this case. Its quite possible that bad water chemistry led to his problems. In any case we acted fair, responsibly and are disappointed the member was dissatisfied. I do not know what else i could have done, other than to give him service for free. In almost 30 years of serving the public I do not know how this could have been resolved differently."

"$200 was the price of performing an opening. The reason one inlet was left covered is because it was inactive. By inactive, it was for a future pool cleaner and NOT for any operating part of the system at the time. The test we performed that called for the large addition of Chlorine shock showed that the water had a large quantity of organic contaminant that created a Chlorine Demand. A chlorine demand requires special testing equipment that NOT ALL Pool Stores/businesses have. It is possible to clear up a demand with other chemicals, and once we performed the test, they took their printed test results to another dealer, they mentioned 13 bags of shock and some other chemicals. My guess is they used some other chemicals, or did not wait long enough to find out if the Cl Demand was resolved."