Moved into house 8 months ago and were told by previous owners there were no issues with the tub. Hot tub was serviced for an OH malfuction during a Winter cold-snap and the technician removed the heating source we had placed below the tub, claiming that he had 'fixed' the issue. However, he had NOT fixed anything. The tub OH reading went again and because the technician had removed our precautionary heating source, the pipes froze, which then caused a major leak issue, a leak unlike anything I have EVER experienced before. Buds is claiming the pipes did not freeze but this is inaccurate. There were icicles hanging from the pipes and the pipes were frozen solid. We replaced the heating source and the pipes thawed back out by the time (a few days later) the Buds technician returned. I have since argued with Buds service staff for 2 months, while the owner has been on vacation, and they refused to take action saying it is up to the owner. In the meantime, a large pool of continually freezing water formed a lake under my deck. Temperatures rose and my basement flooded. The flooding is a direct result of the pool of frozen water underneath the hot tub. No where else in the basement are we experiencing flooding except for the area directly situated by the pool of water that formed as a result of the leaking hot tub pipes. Buds' owner returned from his vacation but he was very rude and dismissive, accusing me of not wanting to pay the bill. He also refused to cover the costs of fixing my hot tub leak, even though the leak is obviously a result of his technician not properly fixing our tub and then removing our heating source. When my partner went to Buds in person, the owner agreed to winterize the tub and we are awaiting a decision as to whether Buds will fix the damage done to the tub as a result of the technician removing the heat source and our pipes freezing.
- Approximate cost of services:
- $1.00
- Company Response
I believe that both parties have reacted in a heated and unprofessional manner. For this I apologize. I hope to help clarify the service that has occurred in efforts to move forward.
Your hot tub is 12 years old and is encased in a wooden deck. The only side accessible is the equipment area. Your hot tub has had a history of leaking issues.
Due to the extreme weather conditions this winter (average temperature for Dec & Jan -7 to -20), all hot tub calls were treated with the utmost urgency. For both calls Dec 31 and Jan 4, technicians were dispatched the very next business day. During both calls minor leaks were repaired, and the hot tub was left circulating and heating without error messages. At the second call the sensor was replaced. Further instructions were indicated on the work orders left at each visit. At no time did the hot tub freeze.
Jan 7 & 8, we called to follow up on the service as is our policy and to make sure everything was working. We did not receive a return call until Jan 16 wanting to discuss the cost of the repairs.
Jan 28, we called to follow up on the outstanding invoice and were notified that the tub was leaking. In the absence of the owner, the service department did not proceed with any further repairs due to the nature of the issues with the tub.
After all discussions, it was agreed that we would assist you in the repairs of your hot tub. It was concluded that the hot tub would have to come out of the deck to source the nature of the leaks and that this would have to be done in the spring due to the tub being frozen in place. The hot tub has been winterized and at this time you have not paid any amount towards any service.
The water is your basement was reported at the same time that many people had the same problem around February 20th. (Torrential rain coupled with frozen ground conditions.)
Please contact me to discuss the next steps.