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:03/13/2024

  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.

  Per the companies latest message. I received a phone call and email regarding my complaint. At this time, we are working to resolve the issues. I’d be happy to close out this message when the services are completed to mine and the companies standards. I appreciate the help and look forward to closing this out completely and moving forward with nothing but positive comments.

  . From their service call on December 13th they pulled out my filter and left it out. Since they were supposed to call me back for the rest of the service, I didn’t think leaving the filter out was an issue until I received a phone call 2 months later. They called two months later to collect payment. When I mentioned that I would be happy to pay for the service when all service we discussed was done and complete. **** who I was talking to said he had no information about them needing to come back. With this new information **** told me he would call me back the following day to get the leak fixed and the panel replaced and during this phone call I mentioned the filter being left out and if I could at least get a new one free of charge due to them removing it and never putting it back and **** said he could see what they could do. Once again no phone call until the weekend of 3/9/24 asking if they could come over to fix the issues the same day they called. I wasn’t home at the time the employee of ****r Billiards & Hot Tubs came but when I arrived I was asked to speak to **** on the employees phone. After speaking with **** again on the phone he said he sent me an email for an invoice but I never received an invoice per email. When **** asked about the invoice he said I had to sign it which I haven’t signed anything for any of this so called service. I agreed verbally over the phone to fix the leak and the panel. The employee at my home left and came back with materials and started working on the Hot Tub. I was told before the employee left that I needed to wait 2 days to let the fittings dry. While the employee was here he damaged my hot tub cover, the cover opener stand, and lost screws to the shell of the hot tub. My breaker box for the hot tub was left open and exposed to the elements, the filter was once again left out, and the existing control panel was left behind. On 3/12/24 I called Alkar to see if they would come back out to fill the hot tub and get it chemical ready. I also asked about the free filter. **** told me that he doesn’t see why I think I need a free filter. I once again explained to **** that their company is the one that took the filter out of the hot tub and never put it back and their company is the one that never called me back to finish the service. **** got upset with me and asked why I didn’t just put it back myself. After this I told them they have lost my business. After waiting the two days like I was instructed, on 3/13/24 I attempted to fill the hot tub only to find that it leaks more now. After taking it all apart I was able to see the low quality of work and the pictures attached will show just that. At this time I have received two different visits from Alkar Billiards. The first visit was 136.74 and the second I have not received the final bill but what I was shown was over 600.00.
  
  Alkar Billiards & Hot Tubs have failed to provide a satisfactory resolution. This lack of accountability and professionalism is deeply concerning and has eroded our trust in their ability to fulfill their obligations.
  
  In light of the above, I request that the Better Business Bureau intervene and facilitate a resolution to this matter. I seek that Alkar Billairds & Hot Tubs refund all services since December 1st and also pay for any damages they have caused while servicing my hot tub at **** ****** **** ******* *** ***** due to Alkar Billiards & Hot Tubs’ failure to fulfill their contractual obligations.
  
  I trust that the Better Business Bureau will take this complaint seriously and work towards a fair and expedient resolution. Thank you for your attention to this matter.
  
  Sincerely* ******* ******** ******************************
  ************

  

  Business Response

  Date: 04/03/2024

  We were able to connect with *** ******** today, April 3rd, via phone. There is still an outstanding leak and we are working with him directly to get an appointment scheduled and leak resolved. We are dedicated to fixing the hot tub to *** ********** satisfaction.