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:10/24/2023

  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.

  My husband called A Pro to fix a leak in our hot tub. They said they had a wait list several weeks out and he added his name. Because they said it was going to be a while he decided to order the part and attempt the repair himself. A few days later someone from A Pro showed up unexpectedly at our house to look a the hot tub. I explained we weren't expecting them and had ordered a part. I showed him what we ordered and asked if it was complicated to install and should we have them come back? He said its easy, my husband could handle it. They then billed us ****** for not cancelling the appointment we never had. My husband agreed to pay the bill but asked that they come out and put the part in as he attempted but it was still leaking. They agreed, came out a few days later and said it was fixed. We added water and the leak still wasn't fixed so he called again, they agreed to come back and install a new union. The tech came back again the following week and did not install a new union, but attempted the same repair he had previously done, this time ruining the $400 part we had just purchased. My husband called again and asked for a refund or repair. The owner who had been speaking to was out and he was promised a call back. The owner called after 7pm that evening from a blocked number and said he would come out and look at it. My husband explained he was very frustrated and trying to remain calm to which the owner said "you'd better stay calm." He also refused to take responsibility for the damaged part. This conversation was on 10/20/23 and the owner said he would come out 10/24/23. He called my husband again on 10/23/23 and said he would come out that day instead between 3:30 and 4pm. My husband left work early to meet him at our house and he never showed up. He tried to call him twice and he never called back.

  Business Response

  Date: 10/25/2023

  We have tried to explain to the customer that he stripped the threads on the new heater pipe he installed himself, therefore a new union and gasket won't work and isn't the reason for the leak. The stripped heater pipe is the issue.

  We have been out to the customer's house three times to help with the issue and have only charged them one service fee of $179.  Normally, we would charge for every time we visit.  During one of the visits, we did replace the gasket on the union.  We knew that would not stop the leak because the new piping was stripped.  We tried to explain this to the customer, but he just kept saying that it needs a new union.

  Our hot tub technicians are trained in fixing all types of hot tubs and keep up with their continuing education credits every year.  We stand behind our diagnosis.

  Unfortunately, due to the actions and verbal abuse from the customer, we will no longer be servicing their hot tub.

  Customer Answer

  Date: 10/25/2023

   I am rejecting this response because

  The owner found the time to call my husband back after receiving my complaint. He continued to be rude and unwilling to accept any responsibility. He says in his response he knew it wasn't fixed but he called my husband after the 2nd visit and said it was fixed. He also suggested replacing the union after this 2nd call. He also conveniently glossed over the fact that he made an appointment with him earlier this week and did not show up or call him back. I have no desire to work with this business in the future, I simply want to be refunded as I paid for services I did not receive.