Complaints

This profile includes complaints for Quad Cities Automatic Pools Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Quad Cities Automatic Pools Inc

  1021 State St Bettendorf, IA 52722-4855

  
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  Quad Cities Automatic Pools Inc

  431 S 6th Ave De Witt, IA 52742-9440

  

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:08/04/2022

  Type:Sales and Advertising 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 ordered on February 23rd a 7 person, 40 jet square hot tub item #****** model #Model 4L SM order #********* from lowes.com. On March 22, 2022 our spa got delivered. We had everything set up and the delivery men were great. We fill the hot tub and ran into a small issue with the wiring. I called the company QCA spa and after dealing with a complicated technician I was able to get assistance and resolve the issue. The spa tub ran well for a little under two weeks. The entire left side jets (which is a separate motor) got weak. With me having such a unpleasant first experience my husband decided to call this time. They thought it might be a bad diverter so they sent a new. With no resolution they sent out a technician. At this point the control panel also started to become faulty and not turn on with the first (second, third or fourth) try. On June 11th the technician arrived at 12 midnight. He said he didnt know what was wrong with it. I have been consistently contacting the company with no resolution. They have not sent another technician. They often dont even respond to my emails any more. The spa still has multiple months of the first year warranty.

  

  Business Response

  Date: 08/09/2022

  Our apologies for the inconvenience and long drawn-out nature of our service. QCA Spas is a manufacturer in ****, the customer bought the hot tub online from Lowes in ****. We do NOT physically have a location in **** so there have been several reasons why we are having a hard time finding a service tech to work on their hot tub. When the customer initially called in, we had an issue with a fairly new tech support employee who was rude to the customer on the phone. That employee was disciplined accordingly. The customer complained of weak pressure coming from the left side so another tech support employee thought maybe they had a bad air control valve. Our tech support employee tried to walk the customer through the simple installation of the air control valve, but they insisted we send out a plumber or spa tech to do the replacement. We contacted Buckeye Spas. They are a third party that are not affiliated with QCA Spas but have done work for us in the past.  According to the rep at Buckeye Spas he set up an appointment with the customer and the customer forgot about it. Buckeye Spas are over an hour away from the customer. When Buckeye Spas showed up the customer wasnt home, the rep from Buckeye Spas was able to get a hold of them and asked the customer what they wanted to do, and the customer asked if the rep would come out at 11pm. The rep from Buckeye Spas went to the customers house at 11 pm and found the tub was 100% operational. The customer complained about the control panel taking 5 or 6 times to work. The rep for Buckeye Spas was able to get it to work instantly and claimed that the customer had very long fingernails and was using her fingernails to push down the buttons not the weight of her finger which was why the control panel didnt appear to be working. According to our rep with Buckeye Spas this upset the customer and she pulled her phone out and got very upset and demanded he leave her property and followed him out to his vehicle while recording him the whole way. The technician refused to ever go out and work with this customer again. The customers version of the story was much different, the customer claimed that the technician said, this is what you get when you buy a hot tub online. The customer then sent QCA Spas some videos of the Lack of water pressure. Based on the videos it appears as if the tub is working perfectly. The customer acknowledged that its difficult to see the lack of pressure in the video. We offered to find another technician to come and look at the hot tub. Weve contacted three service techs, 2 of which refused to look at the tub because they only work on tubs they sell. We are waiting on a response from a third tech that the customer helped us find. Based on all of the evidence weve acquired we believe the tub is working. We have responded to every email the customer has sent. We are still actively trying to find a service tech to take a second look at the tub. The issue we are running into is that it is pool season and this is the busy season for spa techs and plumbers. If a second technician goes out there and says the hot tub is running fine then we would expect the customer to pay for both service calls. At this point in time we have covered all of the service costs. If the customer found a spa tech or plumber on their own we would be willing to work with them as well.