Complaints

This profile includes complaints for Lakeside Pools & Spas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lakeside Pools & Spas

  1770 Bath Rd Kingston, ON K7M 4Y2

• 

  Lakeside Pools & Spas

  Unit 8 225 Gore Rd Kingston, ON K7L 5H6

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:31/08/2022

  Type:Service or Repair 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.

  I sent an email characterizing my concerns. Provided below. They have double charged for "leaving the building" and "diagnosing the problem" when both of these tasks were completed during the 1hr service call (that was covered by the warrantee). The email contentions were confirmed. Email exchange on August 31st 2022. Email Sent Thank you. So to be clear, the warrantee covered the 1hr of service. Clearly, you cannot conduct service without leaving the office nor diagnosing the problem. So, the warrantee covers leaving the office for service but not diagnosis. This statement remains true even though the office was only left once. The diagnosis occurred within the 1hr already covered for service, and the same people conducted both diagnosis and service, so you are charging an hour of service and a separate charge for diagnosis although both happened within the same hour. By confirming the above, you are agreeing that you have charged twice for tasks implicit to the repair task within the same hour that was covered by the warrantee. ***** Email Response The warranty only covers service performed after the point of diagnosis. The warranty does not cover any portion of call outs or diagnoses. This is true across most businesses, similar to how your automotive warranty would not cover the initial inspection. The rate of $80 covers the Call Out and Diagnosis, and the first hour of labour is provided at a discounted rate. Additional hours are charged at $139/h.

  Business Response

  Date: 01/09/2022

  It is my opinion that this customer is unhappy with our handling of the repairs to his hot tub.

  Lakeside pools made several concessions in an effort to appease this customer however instead of appreciating our generosity, they continue to attempt to vilify our company's position.

  1. The warranty is with the manufacturer not Lakeside Pools.

  2. Lakeside pools works within the terms of the warranty program.

  3. Coast does not cover travel expenses, shipping of parts or admin expenses. Further they do not cover trips to diagnose problems.

  4. Lakeside pools does not carry all parts for all spas made during the past five years, therefore extra trips are necessary and chargeable.

  It Is very clear in the attached warranty that the manufacturer only covers the cost to remove and reinstall a part which is covered by warranty.

   

  "There will be no charge for parts or
  labor to repair the defect if the defect is determined to be covered under the terms and conditions of this written limited warranty, although providing access to affect the repair is the responsibility
  of the spa owner. You may be assessed reasonable repair person travel charges and administration fees."

  Customer Answer

  Date: 01/09/2022

  
  ********** ********
  
  I am rejecting this response because:

  
  

  The original invoice 4783 was for $184.19. This was charged after one or two (I can't remember exactly) promised service calls were unattended (although work was taken off to be home). A call was made on Friday, August 26th indicating that the repair would be on Monday. This appointment was also not attended. The repair folks showed up just after 1400hrs on August 30th unannounced. I was busy and could not attend to individuals who did the repair. The repair people were at my home for less then one hour. I spoke briefly to them and they said it was a minor repair. No diagnostic trip (other than the service call itself) was made. The original invoice included parts. Potentially the part needed to be picked-up, but it is unlikely that this cost extended to this price. When I wrote wondering if it was under warranty I received no explanation only an email with an invoice that was half the cost. When I asked (per pervious message) what the charges were for there was no explanation for why one trip had diagnostic charges (nor any of the specifics of costs provided in the response to my concern). 

  
  

  I provided an honest, direct, and professionally worded review and a one star rating on google. "Be careful with this business. Very nice people. However, we purchased a hot tub in 2021. It has broken multiple times. Twice when it was fixed (under warrantee) we were charged full price. This was only reverted when we complained. Only yesterday they came for 1hr, completed a minor repair (under warrantee), and proceeded to charge us for a "call out fee" and a "diagnosis fee". They came only once, fixed the problem in about 25 minutes. The call out nor the diagnosis occurred separate from fixing the problem". This message honestly reflected our experience and concerns.

  
  

  I was accused of commenting on the businesses integrity and was told that I was being disgusting. I was then told that "It's unfortunate for us that we made concessions to appease you. We should have just charged you accordingly and left it at that." I can only assume that this indicates that we should have been charged $184.94 for an invoice that included the parts and diagnosis charges. I do not think this fits with what is meant by what a "reasonable repair person travel charges and administration fee[s]", especially when the part was charged. See full transcript of response below.

  
  

  I have no choice but to continue working with this company until my warranty period is up. I do fear that there will be reprisals for indicating my concerns. I paid this invoice, and do not want a refund. I also want no concessions from this business. I will pay you the full fee (please send invoice). However, when I make others aware that you are charging for parts and $184.19 for a warranty service call, and provide a rating that I believe is reasonable, I would ask that you do not resort to public shaming. Rather, that you defend yourself with the facts, and defend how the costs for this service charge is reasonable.

  
  

  
  Sincerely,
  
  ***** ****

  
  

  ****, despite our efforts to appease you by removing call out fees and Reducing callout costs in half, you still feel that we deserve a one star review.
  Lakeside Pools is the only hot tub retailer that offers a 3 month valet service to assist at no charge.
  Hot tub manufacturers allow a small compensation for the time to take a part out and replace it only. They never cover travel time, trucks, gas, insurance, labour for two people, and all of the additional costs of running a sales and service business.
  It's unfortunate for us that we made concessions to appease you. We should have just charged you accordingly and left it at that.
  Your comment regarding our integrity is disgusting and uncalled for. We have never misled any customers with regards to warranty. The manufacturers warranty is in black and white for all to read.
  I'm proud of our sales and service team and their efforts to serve our customers.
  Your attempt to damage our reputation is unwarranted.