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.