ComplaintsforWater City Pool & Spa, LLC

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/11/24 we purchased a South Seas 748 B Artesian spa from Water City with the delivery and set up on 4/23/24. I contacted **** (our salesmen) on 4/25/24 with the following issues. 2 of the pillows kept coming off, Pump 2 wouldn't stay on the high air flow, a jet on the top left of far right corner doesn't turn/adjust and the waterfall doesn't function properly, since this initial conversation another jet has fallen off when trying to adjust. I was told they have pillows in stock and would be able to exchange those and the other things the tech would have to go over. I informed him that we were going on vacation and asked if they would please contact my daughter because she would be the one home. I contacted them again on or about the 6th of May and was told they are very busy and would be out as soon as they could. No contact from them until I reached out again to the owner on 5/16/24 explaining my issues. I hadn't heard anything again from them until I called on 5/28/24 and asked them to come and pick up the spa because if we are having this much trouble getting them to fix things that are not working properly immediately after the sale what is going to happen when the weather gets colder and something breaks. I feel their customer service is not worth the headache it is causing. With each attempt at getting this fixed they make more excuses.

  

  Business response

  09/19/2024

  Hello,

  We are aware of this issue, but it has been resolved to our knowledge. Water City Pool and *********** team was originally told by the home owner to not come fix any issues they just wanted the tub picked up. Later they changed their mind and wanted the tub fixed so the service tech was to this property on 5/31/24. On 5/31/24 the issues were addressed. At that time the tech could have and was willing to replace the air toggle, but the tub would have had to be drained and moved out to access that part of the tub. The customer did not want this done at the time, so they were told to call when they wanted to or had the tub drained, since the drive is an hour for our tech, he wanted to make sure it was ready to go. Water City has not received that phone call to the techs knowledge. As noted in the emails  the customer attached, the pump was not faulty, it was misunderstood how it worked.

   

  Since being on property the customer has received a refund of $1,074.25 on 8/20/24. The attached sales order will show cost wise, Water City Pool and Spa lost out on a lot more than the issues were worth.

   

  Warranties on Artesian Spas are done through the manufacture. Any Artesian dealer/service center could have been contacted to process the warranty if our timeline did not meet the customers satisfaction. 

  Customer response

  10/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  My first thought about their response is why should i have to find another dealer to fix the problems when we bought the unit from them. When the tech was at our home to make the toggle switch repair it was his suggestion that we wait until the tub needs to be drained as we just got the water all adjusted for use. One October 11th we called because the tub started leaking so we knew it needed to be serviced. We were told someone would be out within the week. I asked to be notified when they would be coming so we could rearrange our schedule so one of us could be there. We did not hear anything until I called them on the 17th or 18th when again I was told the tech would be out. On Monday the 21st i called again because i need to know when they will be out and I was told they would be reaching out to the tech and would get back to me. I still have not heard anything from them and it is now the 23rd. I did reach out to the tech myself and he told me he should be out Thursday or Friday of this week but he has to go by what the office tells him.

  
  

  I have also been in contact with the manufacturer and until everything is resolved I am not ready to close this case.

  
  Regards,
  
  **** *******

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a NEW Artesian South Seas 748 B, Ultralift and Raypack Heat pump (pool heater) for my inground pool. Total was $14,758.78 from Water City Pool and Spas.All was delivered about 30 days later after my patio was installed for the spa and had the electric installed by the electrician they recommended. When the water was put in the spa there was a large leak, I called Water City that day and talked to **** who sent out the tech a few days later. **** the Tech found there was a factory defect in the filter housing. **** came back at the end of June to put silicone around to try and stop the leak (looks terrible, I bought and expect new condition) and said they had to get the part since it now a warranty issue even though the spa should be replaced since it is a factory defect and the insulation in the tub will be destroyed doing the repair. Said couldn't install the rest (coverlift and Spa training) till spa is fixed.At he same trip at the end of June **** the Tech came out with 3 helpers they placed the pool heater into position and said he would be back that Saturday 7/2 to install the heater which was part on my purchase and they would just bill me for the time it took to plumb in the lines. July 2nd was a no show with nothing since.I have called multiple times and talked to **** (If they answer) ,she says she needs to get information and will call back, she never does. I have been in the store a few times to try and get help, they tell me no one is there to help me. Again today, I call and get the machine as so many times before and leave a message. I don't expect a call back, they never have called back from a message or when they say they will.Today is 9/22 and I sit without use of my $15k purchase. With freezing temps around the corner, further damage will occur due to Water City not taking care of their customers like myself.

  

  Business response

  12/08/2022

  The original temporary repair was until we received the part to replace the entire filter canister. Once the part was received the spa was repaired under warranty.

  Customer response

  12/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Pool City was out on November 1st to replace a filter part, still not fixed.  When replacing the part they removed all the insulation on the side and didn't replace the full insulation and is now at risk of freezing.  The Hot tub is now in worse condition due to their employees.  Like my original complaint stated, this was a brand new hot tub purchase that was delivered with factory issues and expect it replaced in perfect working condition will all the insulation which was a feature I chose them for at the time and NO LEAKS like this has from day 1.  I have made many attempts to talk with them with no responses.  The people who answer if not just a machine say they need to leave a message.  They have made no attempt to finish the heater work which was also part of my complaint.
  
  Regards,
  
  ***********************

• Initial Complaint

  07/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered a pool from Water City pool & spa. **** said we would be sixth or seventh in line to get the pool in spring of 2020. That time came and went. Then I called wondering where our pool was. **** said he couldn't get the parts due to covid. We understood and waited patiently for the pool. We called towards the end of summer to check the status of our pool. Then **** called and said they have the pool and they could install it in the fall or first thing in the spring of 2021. I then went in Sept 16, 2020 and paid $3,100 down, more than half of the pool for spring installation. They told me I would be 1st in line for spring installation. We patiently waited till June 2021. We called about our pool. Finally the middle-end of July 2021 they installed our pool with a cracked filter. Filter was under warrantee and would be installed when it came in. We took him for his word and paid the rest of the bill $2800 in cash. We then received another bill for $270. They said the water cost more and I said ok but we are to have 3% off for paying in cash. I finally ended up paying $85.59 more. I called a couple times in May 2022 about our cracked filter. They said our cracked filter was in and would be installed that week. Not installed so I called the store and they said he was busy and I should call his cell phone which said he was not taking calls to text him. I did that and got no response. On June 29th I complained in store that it has taken over a year to replace the filter and it has been 2yrs and my pool still not completed. Very next day owner came and replaced my filter with old filter that does not work. He stole a brand new pressure gage I had bought and replaced with a broke one. Also took the hose off our pool and replaced with an old leaky one to that I should never come to his store and complain. Now for the rest of this year our pool will be too dirty to use. We fulfilled our part of the contract now he should fulfill his end.

  

  Business response

  07/21/2022

  Anything that was on order in 2020 was greatly delayed due to Doughboys production and raw materials. Water City received the pool and liner in April of 2021 and according to the signed agreement dates ********* project went in accordingly to other projects in line. Water City has worked very hard to monitor and **** through these unprecedented times of delays and shortages to still provide to our customers.

  
  Although Water City did receive that part to replace the damaged part on the filter, they replaced the whole filter with a brand new one out of the box as that was a quicker fix. Also, when Water City Pools arrived on site there as a hose spraying 10 ft into the air, so they replaced the leaking hose for the customer. All this was done at no charge due to the warranty.  

  
  Water City would like to respond further, but there is a lot of misinformation on the complaint to sort through. All in all, the project was done according to the agreement and the warranty part was replaced with a brand new filter.

  Customer response

  07/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ************************* To answer his response. We under stood 2020 was a rough time put we are in 2022 now. It has been over a year to fix the filter that was cracked. He also called us in August of 2020 and told us all the parts were in. They gave us the option of then or the spring of 2021. We payed for doughboy sequel 1 2021 and he replaced it with a junk model ********** that does not even hold the de powder in the filter. It ends up at the bottom of our pool. The hose did not have any leakes. It was a new 3ft hose and he replaced it with a 10ft old hose. The pressure gage is one I bought in the spring and he replaced it wit a broken one with no plastic cover. I would like to know what disinformation he is talking about.***** was home when he replaced the parts and there was no water spraying in the air.

  

  Business response

  07/26/2022

  ******** is still only taking orders periodically throughout the year to date and many other parts are still hard to come by, so unfortunately this industry as not seen an uptick in supply chain issues. If there is confusion on the timing of the project, again Water City works hard to stay true to the install list based on agreement sign dates and the ********** went in accordingly.

  The part number ********** is a Doughboy Sequel I filter and Water City pools does not carry 10 foot hoses. A new 8 foot hose and pressure gauge would have come in the box with the new filter. If the new replacement filter is having issues Water City has not heard from the customer in that regards to rectify the issue. 

  If you visit ********'s website (https://doughboypools.com ) you will see that D.E. filters are not available. Also, attached is a filters page from the Doughboy dealers book to show that the indicated part number is in fact a Sequel I filter which has been the same for 25 plus years.

  Customer response

  07/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17519470 and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Once again *************************** is trying to blame ********'s supply issue for his actions.  The parts, that we waited patiently for 10 months, were at Water City Pool & Spa when I called in the beginning of May.  Water City Pool & Spa said they would be out that week to fix the filter, but they did not show.  I called the next week and once again they said it would get fixed that week.  Did not happen.  Nobody called or showed up to fix the filter until I went into the store at the end of June and complained.  The very next day **** came out and replaced my filter, pressure gauge, and line with old and broken parts. I called **** that day and told him the pressure gauge he installed was broke.  **** said he would be right out to replace that. He never came.  Then I noticed all of the DE powder at the bottom of the pool. That's when I realized he gave me a junk filter also.  I tried to reach him numerous times and I even stopped in the store and was told **** and **** were unavailable.  I told them to have him call me.  I got no response.  I just replaced the hose and measured the old one, it was 9ft.  If **** was unable to get a new filter then where did he get the one to replace mine.  If a new filter comes with an 8ft hose and a pressure gauge, then obviously the broke gauge and 9ft hose he gave us did not come out of a new box with a new filter.  He keeps coming up with excuses for his actions.  This is all an unfortunate situation that could have been avoided had he provided the service when he said he would, but instead he seems to retaliate against anyone who comes into his store and complains about his customer service.

  
  Regards,
  
  *************************

  
  

  
  

  Customer response

  08/12/2022

  We have purchased a new filter . The pool filter he replaced ours with did not work as a result our pool was fithy. So we had no choice put to purchase a new filter from someone else. Water city pool and spay can reimburse us for the the new filter we purchased from them and never recieved. The first one we received from them was cracked and the second one was junk. We paid them $486. 54
  

  

  Business response

  10/24/2022

  Water City Pool and Spa would be happy to refund the price of the filter when the customer returns the filter to the store. 

*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. ↩