ComplaintsforHydro Heaven

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10-5-23 Rick came over to our home to look at our hot tub. He was there not even 5 mins and he told us we just needed a new filter. He charged us $59.40.On 10-5-23 we purchased a new filter for our hot tub for $57.11 and installed it. This still did not fix the problem. We texted Rick that the problem was not fixed. Rick came back out and was here about 1 hr and took apart our hot tub said he may have damaged the circuit board while doing so and that we needed a new heating system. ( i have a text screen shot to prove him stating he may have broken something). He told "he'd take care of us" and put in the heater. On 10-21-23 we bought a new heating system for $415.24 and texted Rick to request he put it in.On 11-5-23 Rick came out and put in our new heating system. He was here about 1 hr and charged us $100. When he left he said everything was in working order. We turned on the hot tub spa and filled it up with water. After we went to check on the hot tub spa we noticed it was smoking and very hot. We turned it off right away and texted Rick. On 11-7-23- Rick came over and was here about 10 mins. Stated he found the owners manual for the heating system online and he originally wired it in correctly. He then wired it correctly and left. On 11-8-23 We texted Rick to let him know our hot tub was not holding the temp He gave us some things to reset in the settings and it started keeping temp. We keep getting a FLO error. We texted Rick on 11-16-23 about it. He stated he had no idea and maybe our pump was failing. We then stated if the pump was failing that it may have something to do with the hot tub spa smoking when he wired it incorrectly the 1st time when we put our heating system in. He did not respond. We texted Rick again on 11-18-23 stating we'd like a response to our prior text. He responded that if we only let the hot tub spa run for a few mins the incorrect wiring would not have damaged the pump. We told him it ran for over an hr. He did not respond.

  Business response

  11/20/2023

  I have attached a log of all communications with the customer and my attempts to correct the issues the customer is having. Today canceled my visit repair or replace the faulty pump at my cost.   I have text messages to and from the customer to support my attachment.  

  Customer response

  11/21/2023

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

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