ComplaintsforAqua Doc Pool & Spa

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hired aqua Doc ***** *********** to repair our hot tub. We were told we needed a part that cost $950 on June 5, 2024. We paid ***** *********** $950 cash to order the part needed. He never returned to fix the issue. Text a few times with excuses and did not show up on a few occasions when he was scheduled to.

  Business response

  07/30/2024

  We apologize for any misunderstanding or communication on our part with the customer. We got a call that Mr. ***** need someone to look at his hot tub, that he had no top side control, & couldn't control the pumps.  Brent went out to diagnose his tub, after spending a couple hours the diagnosis was he needed to replace the top side control.  The original top side control had shorted out some where.

  **** was quoted said price for a new top side control, he paid in full for the top side control.  Unexpectedly this hot tub has been a pain. Yes the part was ordered, when we received the part it was the wrong part. The customer was informed and everything was ok. We had to send part back and reorder to get the right part. The customer started throwing threats of calling the cops , pressing charges etc.

  We were doing everything in our power to keep the situation calm and get the correct part for the customer.

  We decided the customer is not one that we would want to do business with in the long run. The customer was refunded his $950 - $150 ( service call) = $750,  we charged his a service call but never bill or charged him labor. 

  He signed the original contract stating that he received $750 back and there shouldn't be anything else  we need to do for this customer.

  Thank you 

  Aqua Doc Pool & Spa

  Customer response

  07/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  03/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  February 3rd 2023, gave owner Brent $*** for new pump for hot tub. Never returned to install or give us the new pump to hire someone else. Has now stopped answering calls or texts. Made excuses and then just disappeared. Stole money out right.

  Business response

  03/24/2023

  Hello and sorry it took a minute getting back to you. I guess I am at a loss for words on this complaint. No disrespect to Danielle, I simply thought I had been keeping them in the loop. By saying them I have been speaking with her husband Zack and didn't realize that there was any sort of issue.

  
  

  The job in question was quoted $****** on the first of February, 2023. We generally ask for the cost of parts as a deposit to secure the job. Zack talking with Danielle via phone agreed and wrote us a check for half the amount. With all issues and any updates we have kept in touch with Zack completely, we were in route to there hot tub a few days ago and Zack informed us he was called out on an emergency and wouldn't be available and we needed to reschedule. 

  
  

  We are very sorry for any inconveniences that this might of cost anyone. We appreciate any feed back from the consumer so we may better ourselves and grow as a whole. As with all other companies in our industry we are running into the busy season and are trying to get everyone taken care of in a timely manner. 

  
  

  Brent ,

  
  

  ****** **** ****

  
  

  Aqua Doc Pool & Spa 

  
  

  *** ** **** ******

  
  

  ******* ****** ***** *****

  
  

  ************************

• Initial Complaint

  03/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We put a request out on ******** to fix our jets and Benni wrote back giving us Brent's phone number. The owner, Brent ************* and his partner ********, Benni ***** came out to look at our ******** whirlpool tub, said it needed a pump so he had us write him a check for his service call ($***) and for the pump ($***). He later told us after receiving 2 wrong pumps, that it didn't need a pump. We asked for a refund numerous times through many text messages, which only a few were answered, which we still have!! He then told us he would bring it out to the house! Then the excuses started, one after another. ******************************************************************************************* Another fact is, his company is not on ************, place is occupied by another company! I'm beginning to wonder if he has a company! He has had many different addresses and phone numbers, seem they change every year or so!! They are both a couple of ************ !! DO NOT HIRE THIS COMPANY!!!

*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. ↩