Complaints for A-Pro Pool & Spa in Lindstrom, MN

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
1	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

Customer Complaint

5/21/2021

Called pool service to come look at my in ground pool pump. Asked them if they knew about intelliflo pentair variable speed pool pumps, they said yes. Scheduled a Wednesday appointment for May 19th. Said they were going to call before arriving. No call, nothing on Wednesday. Ended up calling Thursday at 2. Meet him at my house. Said he was too backed Wednesday, I asked why no one called. I also asked if he knew how to adjust the RPM's on my pump. He said he was not familiar with this pump. He was at my house for approximately 5 minutes when I asked him to leave and I would call someone else who knew more about my pentair brand pump. He left. Then 2 minutes later I get a call from the owner of the business (aka dad of service tech) proceeding to use profanity on me several times. He said I am to never fxxxxing call them for service of ever fxxxxing come into their store ever again. VERY UNPROFESSIONAL. I asked him what I did wrong?? He said I was swearing at his service tech and yelling at him. This never happened and he wasn't even there. Then he proceeded to charge me 129.00 for a service fee, for doing nothing??? Except calling me and swearing at me 15- 20 times. This was my first time using a pro, NEVER AGAIN, WOW!!! Resolution Sought Refund my 129.00 service fee and apologize. Your a business owner. Act like one

Company Response

6/1/2021

We are very sorry the customer had a bad experience. We were not able to make it out on the day scheduled, so we went out the next day. We always tell our customers they are scheduled for a certain day, unless we fall behind or weather is bad, in which we will be there the following day. Our pool techs are well-versed and trained on Pentair products. That doesn't mean they know everything. When they run into issues, they have a personal contact at Pentair that they call. In this situation, our tech needed to contact Pentair. Which shouldn't be an issue at all. He would've fixed the customer's issue, given the chance. However, when our tech mentioned that he needed to call Pentair, the customer ran him off the job swearing and yelling at him. Our tech was not given the chance to explain anything to the customer. Our tech was actually set back by the language used and the aggressiveness of the customer. Our owner, Chad, did contact the customer after our tech called him and was shaken up. Chad tried to calm the customer down and could not, at which point told the customer we were going to charge his credit card for the $129 for going out to the call. We feel as though we are justified in charging the minimum charge of $129 because we did make it out to the customer and were in the process of trying to help him out. We have made a note on our end to not visit the customer again for the safety of our employees.

Customer Rebuttal

6/1/2021

After reading these lies by this business I'm amazed. Chad, you should be ashamed of yourself. Chad you know how our phone conversation went. If anyone needed calming down it was you. I only got 5 to 10 words in. You were swearing the whole time. You hung up on me. Remember??? This is not what happened at all when your son was at my house and he knows it. What a joke. This is nothing new from you or your business, word gets around in a small town. This isn't the first time you have reacted like this I hear... my 11 year old son was in my truck when you called, your conversation was heard by all over the speakers. You might want to rethink using your extensive profanity next time since you don't always know who can hear your conversation. Not everyone uses that type of language. I would expect more from a business

Company Final Response

6/9/2021

We sincerely apologize to the customer for the way he feels his issue was handled. We, of course, strive for our customer's satisfaction. As for responding to his rebuttal, we can continue to go back and forth. We feel as though we handled the situation in a professional manner.

Complaints and Resolutions

A-Pro Pool & Spa complaints