Our pool hasn't been connecting to the control panel on the app. We are unable to turn our spa on to heat. My husband called the customer support number for our pool equipment manufacturer, Pentair. He did some troubleshooting with them to try & figure out what was going on. They let him know there is an issue with the connection and he would need to have someone come out to repair it. They recommended Leslie 's pools.
When making the appointment he was told a price & made sure to confirm that it was the full repair amount. They told him yes, $45 was for the trip &!the rest was for the repair.
We had a 5 hour window, which is disrespectful of peoples time. An hour or two should be sufficient. No one should be expected to give half their day waiting around, especially on a weekday. The timeframe was from 12 to 5. Instead of doing other things I needed to do I had to wait for them to arrive at 3:30.
When the tech was in route to our home, my husband spoke with him on the phone & explained exactly what was going on, and how he had spoke with customer support at Pentair. We were under the impression our equipment would be repaired as he was told.
When the technician arrived, I noticed him on the phone with Pentair just as my husband had already done. Same conversation. They let him know they were unable to establish a connection with our protocol adapter. It was not connecting to Wi-Fi therefore they were not able to connect to it. Which obviously my husband had already established with them prior.
The service representative on the phone then told the technician at my home that he would need to connect the adapter to a Windows computer to be able to troubleshoot it. I believe he said reprogram or reset. The technician asked me if I had a Windows computer, which I do not. We have Mac. How are you going to come to my home to repair something & then expect me to have the equipment to do so? You are the repair tech. If a specific type of computer/laptop is required to fix my equipment, bring it. My husband told them originally what the issue was. This is his job to know how to fix. It should've been apparent what could have been wrong & the proper equipment should have been brought after my husband explained what was going on and what we were told by customer service to begin with . At this point, he's trying to get off the phone with customer service because he has established we don't have a Windows computer and his job here is done. He was just going to leave it at that with no solution. Just that we would need to order a new $600 piece of equipment without even trying the remedy that could be done over the phone. I don't know about you, but I'm not willing to spend $600 when it could be an easy reconnection thing with the computer as the customer service representative suggested we try first. But he was just going to give up, collect my money & be on his way.
As he was trying to end the call, I personally had to speak up and grab the attention of the customer service representative to ask them if they recommend we should go ahead and try this troubleshoot fix with the computer before purchasing this new piece of equipment. They said yes, definitely.
OK, so I guess we're on our own? The phone call ends and he tells me he's going to go to the truck to write our invoice. He charges me $175. The full trip & repair fee. For being at my house for 30 minutes, having the same conversation on the phone that my husband had & told him about prior. Doing nothing. Fixing nothing.
I had to run because at this point I was late to pick up my daughter from school due to his inconvenient arrival time. My husband then called him right away to try and explain that we should not have been charged the full price because nothing was fixed & he was only at our house for 30 minutes on the phone. No repairs were made. He said he would speak to his boss, & that was it. We've heard nothing since then.
At this point, we are extremely disappointed with Leslie's pools. We feel we have been taken advantage of & that the tech did nothing at all & didn't care. He didn't listen to the things my husband told him before coming or he would have known and been able to proceed with actually fixing our equipment. He did not show up prepared to even try.
$175 is not a small amount of money to just throw out the window for nothing. We feel that's what we've done. We feel taken advantage of & like Leslie is a carelessly run business. I am a Realtor in town & I do quite a bit of business. I give recommendations every day. This is not how you do business & I'll be sure to let my clients and community know. I rave about excellent service but also about service like this...Hopefully the owner/management can make this situation right but as of now I'll leave my very poor experience right here so others can be aware to steer clear. read more