They don't care about their customer
Hi I called due to an error service on my hot tub. They sent a really nice technician, but he was not able to do anything. They still charged me close to $200, and when I called to get this invoice reduced, Wes (manager for hot tub) refused to reduce the price. After buying a pool and a spa from them they are not able to reduce the price of a service charge. They don't care at all about their customer. Well guess what, they just loss one!
- Approximate cost of services:
- $1.00
- Company Response
Dear Homestars readers:
On behalf of Mermaid Pools, I'd like to respond to Julie's posting. I regret this customer has been frustrated with our service. However, there are always at least two sides to a story so I'd like to present Mermaid's side. This customer called us because of an error code on the control panel of the spa. We trouble shot this message and confirmed with the customer the spa was working well, even though the error message appeared. The customer asked for a technician to be sent. She was fully advised of the cost involving the service call and travel. Mermaid’s service fees, much like other pool and spa businesses, are set according to zones. At the time of scheduling the appointment, the customer was indeed advised of the cost of a service call and travel. The appointment was set and she asked to be called one hour in advance of the technician arriving, which we did. Mermaid’s technician attended the customer’s spa; the breaker was reset, and the sensors and components were checked. He determined the pressure switch was loose and subsequently tightened it. To date, we have not been notified by the customer of any other problem. It's unfortunate Julie did not have a good experience, but we have thousands of customers who purchase our products and services every year and the vast majority are happy, as evidenced by other positive reviews on this site.
Thanks for reading,
Chris, Mermaid Pools and Spas