• Report: #743334

Complaint Review: Quality Pool and Spa

  • Submitted: Tue, June 21, 2011
  • Updated: Mon, September 19, 2011

  • Reported By: Terri — Bountiful Utah United States of America
Quality Pool and Spa
267 W 2950 S Salt Lake City, Utah United States of America

Quality Pool and Spa Took my hot tub apart took the old parts and my money now wont return either and wont complete the repair. Salt Lake City , Utah

*REBUTTAL Owner of company: WOW !!!

*Author of original report: Far from "quality pool and spa"

*REBUTTAL Owner of company: VERY UNTRUE !!!!!

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I hired them to fix my hot tub. My hot tub is torn apart and he refuses
to come out and put it back together. I paid him and he wont refund.

I scheduled an appointment to fix my spa for 6/15 Derrick came and
started taking my hot tub apart he instructed my boyfriend how to take
it apart and dig out all the foam to get to the diverter valve, Derrick
broke the valve taking it apart then told me I needed a new one, he
broke the jets to my hot tub taking them out leaving peices sitting in
my spa and said he would be back with the parts.

 2 days later when I called for an update, his office staff was rude and then demanded a credit card
to pay for 2 service calls and parts totaling $388 I agreed to pay $253
and then would pay the 2nd service fee of $135 when my spa was back

 I called Derrick to discuss the poor customer service and I
was met with more poor customer service, Derrick has worked on this hot
tub for its entire life, no one else has ever worked on it (I'm told
this by the previous owners) When I spoke with  him he told me that I was
welcome to go with another spa company I told him I just wanted my hot tub repaired as soon as possible, this seemed to upset him he again stated I could find another company to do the work, I informed him that if he didnt make this
situation right I would file a bbb complaint, he told me if I did he
would retaliate in any manner necessary but he would not give me my
money or my parts back, I ended the call as I was too upset to drive and
carry on a heated discussion.

Derrick called me back later in the day
and left a message on my voice mail asking me to cal him as he had a proposition for me, I did and he
said that he spoke with his "corporate counsel" and they told him not to accomodate me in any way unless I signed a statement agreeing not to file a complaint
with the bbb, he said he was told  not give me the
parts I paid for nor my old parts I again ended the call as I was not
willing to sigh such a statement to get what I paid for.

I checked my bank account Monday morning only to find that he had taken the $253.00 out of my account
I called Derrick and advised him that I need  my old parts back and he said he would not
give them back, I asked for the name and phone number for his "corporate counsel" so my attorney could contact them he said "Sorry, Im not giving you that information, I reminded him that I have paid him for his services and the new parts he supposedly ordered he said  unless I paid him for the time it took him to find parts for my hot tub we were done.

Again I reminded him that he has been paid, he then stated that he refunded me at 9:30 am I told him there is no record of a refund on my bank account as I spoke with my bank and they tell me there is no record of a refund for any amount from Quality pool and spa, they say if they did refund it could take 10 days to show up in my account. 

 Derricks defense in all of this is that "its a 23 yr old spa" He knows everything about my hot tub as he has been the only person to work on it since it was delivered to the original owner 23 yrs ago.

I now have a broken hot tub on my patio and Im out $253.00 not to mention
the emotional streess this situation has caused.  I am now forced to find another company to come in and repair all the damages Derrick did to my hot tub. 

This report was posted on Ripoff Report on 06/21/2011 06:24 AM and is a permanent record located here: http://www.ripoffreport.com/r/Quality-Pool-and-Spa/Salt-Lake-City-Utah-84115/Quality-Pool-and-Spa-Took-my-hot-tub-apart-took-the-old-parts-and-my-money-now-wont-retur-743334. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 REBUTTAL Owner of company

WOW !!!

AUTHOR: owner - (United States of America)

The facts remain the same and we stand behind our decision 100% despite Terris threats and insults. It's too bad that there is not another company with the same 32 years of experience to know what parts Terri needs. We actually still have the parts (since they were special order) and have eaten the cost because Terri obviously didn't want to pay for them. We still make her the same offer....The parts are available, but only if you pay for them. I'm sure everyone else reading this understands that we can't stay in business by giving everything away. Terri has been issued a credit long ago and if need be, we will publish that information here for all to see. Hopefully she'll get her 20 yr. old spa repaired and use it to relieve some stress.
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#2 Author of original report

Far from "quality pool and spa"

AUTHOR: Ter - (United States of America)

Read my original complaint.  Their "service manager" is a biker thug that gets off on bullying people and when people don't give in to his bullying he cant handle it.  Then he sends his office help to do his dirty work.  What a prime example of a company that does shoddy work and then expects everyone to bow to their demands. Again if you want to get ripped off call Quality pool and spa. Enough said, enough with the threats to sue me. To this day my spa doesnt work and its because Derrick took crucial parts that he knew would render the spa inoperable.  Does it really  matter how much I paid for it ?
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#3 REBUTTAL Owner of company


AUTHOR: owner - (United States of America)

We received a call from this person who supposidly bought a 20 plus year ols spa from one of previous customers. We believe she paid less than $300 for the entire spa. Anyway, she got our number from the previous owner and called us for a "service call" as the jets were not working. We informed her of the hourly charge, she agreed and an appointment was sc heduled and met..on time. Upon diagnosis of the problem, it was determined that the jet inserts were missing crucial gaskets and extremely brittle due to age and oxidation. Also there was a valve leaking deep inside the cabinet that was totally spray foamed in. We informed the customer of two things. 1. the jet inserts needed to be replaced and have to be located due to their age and lack of availablity. She agreed. 2. The diverter valve inside the cabinet, covered with foam, would need gaskets as well. We informed her that we could continue digging out the valve at our regular rate OR as her boyfriend suggested...he could remove the foam and save her some money. OK. We then left after tha first hour visit in which she did NOT pay for but signed our work order since we were planning on returning with parts. It took multiple phone calls and e-mails, but we did locate the correct parts for her 20 plus year old spa and our office manager called to give her pricing and get a deposit to ordxer the materials. She gave us a credit card to order the parts and so we did. Then two days later she called and was apparently upset as our phones were buzy and she tried twice to see when the parts were coming. We immediately called her back and tols her the same thing we did the day we ordered them. The parts will be about a week to come in. Then later that night she called and left a HORRIBLE message stating that she wanted the spa fixed by tomorrow or she would slander our name all over town. Upon hearing this message our Service Manager called her immediately to see what was up. She screamed and yelled like a crazy person and there was no dialoge with her at all. Our office manager then called her back and stated that we wish no longer to do business with her. We immediated refunded her card for the parts and sent her the credit receipt. We still have the parts and will have to eat that cost since they were special order. This woman has contacted the BBB and her credit card company. Everyone has been in our favor. It's sad that these things happen. We have performed over 14,000 jobs since 1996 and have fewer than .0001% complaints. This is an OUTSTANDING record!!!!! which we are very proud of. We may consider, although unwanting, taking this person to court for spreading lies about our extremely good name. Thank you all for taking the time to read booth sides.
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