We (my 89-year-old father in law, wife and I) are enjoying our replacement spa; BUT, we would not recommend ProCare Pool & Spa because of lack of customer service provided by management. Below is a sequence of events that transpired between ProCare and us. A letter formatted slightly different was delivered on October 7, 2019 to ProCare management. You can make up your own mind as to whether you want to do business with them.
1. On/or about June 26, 2019 purchased Spa from ProCare Pool & Spa (paid full amount at that time).
2. June 28, 2019 Spa installed in downstairs bedroom
2a. ProCare installers removed downstairs back door (single door) and frame to bring spa into house and reinstalled
3. June 29, 2019 - spa leaking - and over the next week ProCare service rep came out and "repaired" leaks.
4. July 3, 2019, spa leaking again - we called office and was transferred to service tech on call - informed that they would be out on July 5, 2019.
5. July 5, 2019 - office closed.
6. On or about July 8, 2019 we went into ProCare office to find out what was going on (showed management pictures and movies of leak issue) and was told by ProCare owners that the spa would have to be brought into the store for troubleshooting and repair. At that time, ProCare management offered to install French Door (which would make getting spa in and out easier) as part of their service to compensate for issues we were having with spa. ProCare a would install, all we had to do is provide the door. Scheduled by ProCare management for July 20, 2019.
7. On or about July 21, 2019 ProCare team removed old door, took leaking spa back to office and partially installed French Doors. The outside area of the doors was completed; however, the inside area of the French Door (frame, walls, ceiling, etc.) has not been completed to date.
8. Aug 5, 2019 we went into office and was told by mgmt that they troubleshoot and repaired items and tested but still leaked. Mgmt stated that they talked with OEM and that spa would be replaced and would be delivered by late Aug - early Sept. Also told that the inside work on the door area (walls, frame, ceiling, etc.) would be finished when new spa installed.
9. Sept 9, 2019, we went to office and were told that the new spa should be here by the 18th of Sept.
10. Sept 18, 2019 we went to office and the spa arrived on the 17th - still on pallet and wrapped. Was told by Mgmt that they would test to make sure was not leaking.
11. Sept 20, 2019 we called ProCare to find out when spa was scheduled to be installed. We requested spa to be installed and door area finished as soon as possible. We were told that they would be out tomorrow to install and finish door.
12. Sept 21, 2019 at @ 0930 ProCare team arrived with spa - still in shipping packaging (testing had not been accomplished by ProCare). Team installed spa and left stating that they would be back to finish door area the first rainy day.
13. On or about Sept 23, 2019 we went to office and informed ProCare that spa was working as promised; however, door area was not completed, and the team said they would be back first rainy day to complete.
14. Sept 26, 2019 we went to office and brought pictures and movies of door area. ProCare took copies of pictures and movies.
15. Sept 28, 2019 it rained all day and ProCare did not show to complete door area.
16. Oct 3, 2019 called Mgmt and asked when they would be out to finalize the door area. Mgmt stated that he was in the field and would check schedules that night when he was back in the office and let us know.
17. Oct 4, 2019, we sent Mgmt two texts requesting info as to when he had scheduled the finalization of the door area.
18. Oct 5, 2019, I called ProCare office - no response.
19. Oct 5, 2019, I called and talked with Mgmt and he had not scheduled anyone to come out.
Status as of Oct 7, 2019:
1. New spa has been installed and is working correctly.
2. Door area finalization has not been completed (inside).
2a. 11 weeks since initial installation of French Doors and interior door area not completed;
2b. 3 plus weeks since spa installed (when inside door area was to be completed per ProCare mgmt);
2c. 2 plus weeks since last major workday rain (Sat. Sept 28, 2019).
We are requesting as of Oct 7, 2019:
1. By end of business Oct 10, 2019, ProCare Pool & Spa to provide us with time and date for French Door finalization.
2. Completion/finalization to be no later than Oct 20, 2019.
Please provide the requested information to my name and email address.
Please provide the requested information; otherwise, we will have to seek alternate methods to redress issue.
We had not received a reply as of Oct 15, 2019 so we went to the office and talked with the representative in the office. On our way home, we received a call from Mgmt,and we pulled over into a parking lot so that we could take the call. Mgmt said that they installed the spa and was not going to do anything else.
We have since contracted with another service read more
