Thonotosassa spa repair service resolves Land O' Lakes homeowner's problem

Thonotosassa spa repair service resolves Land O' Lakes homeowner's problem

Member complaint

I hired Crystal Clear Spa & Portable Hot Tub Service of Thonotosassa, Fla., to repair my spa jets and clean some stuck control buttons. They fixed the control panel, but after they made a couple of attempts to improve the jet strength, there was a little improvement, but not much. They told me it was the best they could get and recommended I purchase a new filter.

I did so, but it didn’t help. I called the manufacturer, and they diagnosed the problem as a bad motor. They replaced it, and now the jets work on full blast again. I asked Crystal Clear for a refund for their service call because they had failed to fix the problem. They refused because they had cleaned the panel. However, my primary problem had been the panel. I paid $125 for nothing and still had to pay another company to fix the problem Crystal Clear had told me could not be repaired.

I would like a $125 refund.

Chris Erigo-Backsman, Land O’ Lakes, Fla.

Provider response

When the customer called, he was promptly scheduled for our next available appointment. He said his main reason for calling our office was to set up a service call to “unstick” his control buttons, and also his jets were not operating well. We were on time for the scheduled appointment, and the first thing we noticed was that the spa was very low on water. We immediately added water, because the filter was sucking air. We advised him not to run the spa so low on water. We performed a full system analysis on the spa, that included checking the filter (which we cleaned), checking the pump and motor (which we operating to full capacity and not making any noise), and checking jets (which were cleaned and adjusted). After adjusting the jets, we asked the customer to check them. He told me and my technician that they were better. We suggested a new filter might help as well, as his filter was quite old. The customer was given a $50 discount off the original service call price, and this call also came with a 30-day warranty. He could have taken advantage of this warranty and called us back if he thought there was still a problem. We stand behind our service call 100 percent and all of the diagnostic and preventive service that were done. Certainly if the customer had needed a new motor, we would have gladly sold him one, as that’s how we make our profit on parts.

Don Richards, owner



Editor’s note: Crystal Clear offered a full refund, which the member accepted.

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