Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:22/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2020 we purchased a hot tub from Paramount Recreation. We registered the hot tub with the manufacturer. In January 2023, a hose started leaking. I read the warranty and repairs (parts and labour) were covered. I contacted the dealer to start the warranty/repair. I was told by M.H. that Paramount Rec. did not work with Clearwater Spa (Manufacturer) any longer. I contacted Clearwater spa and was told that Paramount Rec would be doing the warranty work. I followed up with Paramount Rec and M.H. stated that I would have to get the parts myself from Clearwater Spa. Paramount Rec would do the repair but I had to pay a $100.00 (plus GST) call out fee. I obtained the parts, agreed to pay the call out fee and scheduled the repair.
  
  On February 14 M.H. arrived and my credit card was immediately charged $157.50. I asked about the charge and was told that since two people attended I would have to pay more. Two issues: first, I did not agree to the additional charge. Second, this was a one person job (I oversaw the work). The fact M.H. brought a second person was his choice. Of note - I previously sent a video and photos of the issue so they were well aware it was a one person repair. I have attempted to resolve the issue and requested a refund of the difference. My requests have been ignored and I am seeking your assistance.

  Business Response

  Date: 28/02/2023

  During the COVID crisis Clearwater Spas suspended their relationship with all Vancouver Island dealers, and many of their Canadian dealers who were purchasing a lower volume from the factory at the time. As such we no longer deal with the manufacturer. As noted on the customers original bill of sale (which is signed by each customer) there is a standard trip charge for service requests after 30 days of ownership. Also the warranty is offered through the manufacturer and supported by the dealer, however a customer can chose to contact any pool and spa repair company to fix their spa. *** ***** requested service to his spa and obtained parts directly from Clearwater. We explained to him that there was a standard trip charge to be paid for the job, however our customer service rep misunderstood the issue. As per industry standards, any service job that required gluing, severing of line etc required two service techs. This is because glue needs to set, cure and seal properly and often needs two sets of hand. If plumbing is not held in place properly by two people the seal will not hold. Both our technicians held plumbing in place for glue to cure and *** ***** witnessed this. This is not the same as a simple pump replacement which can be done easily because of shut of valves and no gluing required. Our company made the trip to *** *****s home to find out that the parts sent by the factory were incorrect. At which point we used our own plumbing to fix the issue rather than leaving *** ***** to negotiate new parts through the factory directly, and pay another trip charge for us to come out again. Technically we should have billed for the use of our own parts but we did not. We fixed the leak, reinstalled his cover lifter, spent one hour on site and two hours travel time. We reached out to *** ***** to explain the misunderstanding on the billing and explain why there was an additional $50's billed for the work. He felt like the job shouldn't have taken two people to help rectify this we offered *** ***** a free filter for his spa valued at $60. He declined and wrote us a message thereafter telling us that he will be reporting us to the RCMP, the BBB and to Visa International for the additional $52.50 that we was billed. We do apologize for the miscommunication, and do still have the Free filter to offer *** *****. On a personal level this situation is extremely disheartening for a small business that has faced numerous challenges and increased costs of literally everything since COVID. We feel we have explained the reasoning for the change in billing, justified the need for two service techs, owned up to the miscommunication error on our part, and also chosen not to bill for parts of our own that we used. 
  
  
  

  Customer Answer

  Date: 28/02/2023

   I am rejecting this response because:
  
  
  The issue is the unauthorized amount charged to my credit card.  I was quoted and agreed to pay $100 plus GST for the repair. Without any consultation or explanation my credit card was charged more than the agreed amount. I was only alerted to the charge as I get real time banking updates. At no time did Paramount Recreation make any effort to contact me ahead of time to explain that I would be charged more. 
  

  Paramount Recreation are correct as I will contact the police to obtain a file number so I can provide my credit card company with information to assist in making a determination regarding my complaint that my credit card was charged without my authorization. 
  

  This issue is about changing me more than I agreed to and without my consent. If the additional charge is reversed and credited back, I would consider the matter dealt with. 
  

  Business Response

  Date: 02/03/2023

  We are sorry to hear that *** ***** is not satisfied with our response. As you can see above he states "M.H. arrived and my credit card was immediately charged $157.50." Upon seeing the charge on his credit card the customer asked M. about the additional $50 charge. M. and the accompanying technician explained that this was because the job required two techs. The customer responded that this is not what he was quoted, M. explained the miscommunication and the customer proceeded to allow the service techs into his backyard to complete the job. As such he gave consent to the charge. I apologize for not explaining this aspect earlier. As a team we have since met about this situation, and logged every phone call and point of contact with this customer. *** ***** contacted our company 4 different ways, through Facebook, Via e-mail, On M's Personal Cell phone (which is the number listed in the complaint) and the store phone line. There was an error made on our part when it came to communicating with him on one of the 4 channels. As a result we have chosen to change some procedures permanently. We will no longer be taking service call requests through Facebook. As of today we are choosing to adopt the same system as many other stores on the Island. Customers will have to log in to our website, pay for a call out fee for every spa that is over 30 days old. The call out fee will cover 30 mins of service with $100 billed for every hour thereafter. Many stores on the island have had to adapt this system because of issues like this. Unfortunately *** *****s situation has now changed that for all of our customers. By allowing our techs on to his property after discussing the price difference with them at the front door of his property, *** ***** did give consent. He could have refused service at that point but chose not to. Not allowing a small business the benefit of the doubt, and taking a $50 billing difference to this level is truly disheartening. We have contacted the manufacturer & visa to let them know about this situation as well. ****** **** *** ******* ************* ** ********************* ** ** **** ** ******* **** **** ******** ** **** ******