Last October I hired Big Splash for weekly service for my NEW Bull Frog hot tub ($100/mth). The first month's bill on my credit card, there's an extra $170 charge from them. I inquired what this was for and finally after a couple of weeks I am told it's for a new filter. It's a NEW hot tub, it does not need a new filter. Finally, they say it was a mistake and they'd reimburse me.
In December, we were gone the first two weeks and Park City received a few inches of snow. I can see on my Ring Doorbell that they decide they should drive down my snow-covered driveway, nearly crashing into my garage! Once turned around you can see they are struggling to get back up the driveway, spinning out. Once we were back into town and the snow had melted you can see the 10' of scratches they left on our driveway. I sent the video of the vehicle and a pic of the scratches and said please do not drive down my driveway when there's snow on it. Also, I have not yet received my reimbursement for the filter. A week or so later I was told they'd have to send me a check ($141 check came in March. Still owed $30). Not a word about the scratches in my driveway.
We went out of town beginning of January, and as we all remember Park City got a lot of snow. Mid-January, we had the roof, deck and driveway cleared. The driveway stayed cleared until I left the first part of February.
I returned late April and discovered that my hot tub had grit on the sides and was murky and stunk! I emailed Big Splash letting them know it was murky and gritty and I wanted it fixed ASAP, reimbursed for April (since it was obviously it had not been serviced) and I want to be here when they do it, so please phone me. He phoned me about 30 minutes later and yelled at me!! Why didn't you clear your driveway or turn your driveway on? (Because we were gone!) Did you have your roof cleared? I am surprised you didn't have any issues (He's still yelling at me!) I said we did have our roof cleared, and the deck and driveway. He said, but we've had 14 feet (he said feet) of snow since February. I said WE did not have 14' of snow in our driveway. I can see via the Ring Doorbell. Oh, he says very sarcastically, you can gauge the depth of the snow from your Ring Doorbell? Ya I can I tell we didn't have 14 FEET of snow in the driveway (Park Meadows) AND we had someone checking our house. He claims they came every week....but because he couldn't drive down the driveway, they didn't service my hot tub, BUT YET, they still charged me. Not once did he complain about having to walk around the house in the snow to get to the hot tub, so what the big deal about my driveway was, I have no idea. Parking at the top of the driveway would have only added additional 15 feet at the most to get to the hot tub.
He then texted me undated pics claiming it was the week before (April 17th) that there was still snow in my plowed street and then a pic from the week before that and another one from the week before that, all undated. I in turn texted him a DATED pic (from Ring April 17th) of my neighbor walking down my driveway in her tennis shoes because there was NO snow in the driveway. I also let him know I no longer wanted them to service my hot tub and to remove my credit card from their files. He texted me:
"I don't want to lose you as a client But you must understand it's Ben the biggest snow year in utahs history"
What I DO understand is that I've been lied to and cheated. AND IF he didn't want to lose me as a client he would have come right over and made it right. It would be the RIGHT thing to do to come over, clean it and reimburse me for services NOT rendered.
Saturday afternoon my sister-in-law come over and helped me drain it and scrub it. It took more than 4 hours of us scrubbing whatever that gritty stuff there was on the sides and bottom and in the jets, etc. It would not just rinse off. Don't know if it's some chemical they put in that didn't dissolve or if it was something growing on it? I had to buy the "starters kit" and new filters as they stunk, so I'm now over $300 in supplies plus the monthly fees they've charged me...for doing nothing!! All to fix a problem THEY caused. I've also purchased a sweeper to get rid of the leftover grit but it's not picking up much of it. Sigh. Not very happy.
I'd think twice about using Big Splash to service your hot tub. read more
