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Business Profile

Swimming Pools

Certified Pool and Spa

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Swimming Pools.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:11/22/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    We hired Certified ***** and Spa to winterize our swim spa. They represented that they knew how to do that. However, when we filled the swim spa with water in the spring, it leaked. The company tried to fix the leak repeatedly over the next six months and failed. Most recently, the repair man came and the next day. It was dry where the leak was. However, the water level had dropped almost a foot. I filled it up and the leak came back. I told certified that this indicates to me that the leak is somewhere up high and they agreed. However, they decided to drop their service to ***************, which included **, and in the process, informed us that, since it was dry for one day, the leak was fixed! What a crock! Please help if you can. We want the business to either fix the leak, or agree to reimburse us to have someone else fix it, which would be hot tub superstars because they are the designated repair for our brand of spa.

    Business Response

    Date: 12/05/2023

    The customer explained fairly well, although there are a couple key points that weren't correct. We caused leaks in the spa last year when we winterized the ******* spent over $1,000 fixing two leaks that we feel were likely caused by a this winterization. We make mistakes and take care of those mistakes, which is why we repaired the leaks at no cost to the customer. Having said that, after the final leak repair, the tub was no longer leaking from anything that would have been caused by a winterization. It is our opinion that the "current" leak was NOT caused by winterizing the spa, thus we did not offer to repair the current leak. Please note the regular service we performed on this spa and the current leak does not have anything to do with each other.

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