ComplaintsforAgean Bath and Spa

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They told me that a specific part on the hot tub was broken and repaired it and the hot tub was still not functioning tested the part they pulled out which worked fine told him I wanted my original part back in there and that they need to come back and fix what’s really wrong with the hot tub when they came back out they messed with it some got it to turn on and then said it was because they fixed the original issue in the beginning I told him no because after they originally left after the first repair it still didn’t work and I wasn’t going to spend $600 on a part that didn’t need to be replaced yet. Long story short the owner Chris kept telling me that my original issue was fixed with the original visit which it clearly wasn’t and I have an on camera. Then proceeded to charge me an additional service fee and labor for the second time they came out and did nothing and then said they fixed it with the first visit.

  Business response

  07/10/2022

  Customer called into Agean after attempting to work on his hot tub himself. Customer purchased a house that had a Agean hot tub. Customer was quoted trip charge rate, hourly charge, and approximate cost of component- pump. The customer stated the pump was bad. Customer had tub drained and slice valves down. Customer stated relay on board clicking but pump not turned on. Agean came and replaced a pump. Customer paid for a trip charge, labor, and a new pump. After service customer called and stated the pump was not working. Agean set up a second service call and came out and turned the breaker on and the pump started right up. The customer stated when he turned the breaker on, it only had 120 volts showing on the topside. Hot tub requires 220V to operate. Customer stated he must have a board or electric issue. Agean agrees that he possibly has a bad breaker or circuit board. Customer asked us to see if his old pump worked. When we plugged the old pump in it worked. Customer requested us to reinstall his old pump. Initially we charged a trip charge, labor, and for a pump. On the second trip we charged a trip charge, labor to reinstall the pump, and a filter customer requested. We refunded 100% of the new pump cost and did not charge him to reinstall his old pump. 

  We made two trips to the customers house from West Chester, Ohio to Kentucky. We installed, removed, and reinstalled a pump. We did not charge to reinstall his pump. We advised the customer he is likely having an electric or board problem. Customer said to charge both service calls but he would not use us again. We are happy to provide the audio of customer agreeing to this.

  We would love to do more but with gas prices, Agean driving almost an hour each way, customer notified of our trip charges and hourly rate we feel that we are justified in the charges. 

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