We live 4 miles away and needed a hot…
We live 4 miles away and needed a hot tub repair ! £80 plus vat to tootle along so £96 then £104 to fit an element that’s lasted 30 days !! £200 for 30 days & Sean isn’t interested in taking a look but will happily take your money right?? We all want a happy life & good service ?? Not here unfortunately
*** where you went wrong is by totally washing your hands of the problem ***
As I’m in business myself I understand more than most operating costs,
I more importantly understand that If we carry out work it must have some guarantee? At least let us take a look as a way of trying to appease the situation but a NO wasn’t the reply I was looking for. The heated element must have a warranty from your supplier? Was it fitted with care as they are fragile? We dunno bcos you wouldn’t look hence the relevant review.
Reply from Mrhottubs
Following your one-star review:Tootle!
On January 16th, 2024, at precisely 10:44 AM, I received communication from Kiren, your partner, concerning a malfunctioning hot tub that was failing to heat. Despite our usual policy of not servicing Blue Whale brand hot tubs due to their specific parts requirements, I committed to evaluating the issue, recognising your challenges in securing technical assistance.
On January 17th, our technical team embarked from Rotherham at 9:50 AM towards your residence in Edenthorpe to perform a diagnostic evaluation. We arrived at 10:33 AM and concluded our preliminary inspection by 11:02 AM. This involved the disassembly of the hot tub’s main access panel and the control box to inspect for any anomalies that could contribute to the heating malfunction. We conducted a thorough voltage verification on the main electrical supply to the control box and the heating element’s electrical feed, confirming a stable input of 237 volts, indicating no issue at the electrical supply level.
Following this, at 12:00 PM on January 17th, upon further consultation with your partner, I relayed our findings, which showed an uninterrupted power supply to the critical components and normal water circulation without any visible defects. However, I observed the system was operating on a 'sleep cycle' setting, potentially hindering it from reaching the desired temperature. After adjusting the settings to 'standard mode,' I suggested the issue might be resolved by this correction, recommending close monitoring going forward.
Later that day, at 5:03 PM, Kiren reported the persistent nature of the heating issue. Notably, all services provided up to this point were at no charge.
By January 22nd, at 1:28 PM, we dispatched two technicians to further investigate the heating issue. This involved a comprehensive electrical assessment of the heating mechanism and the water circulation pump's operation. Our focus turned to the heating element after initial inspections hinted at a potential fault. Upon disassembling the heating element from its housing, it became evident that the element had suffered damage due to dry-boiling. A replacement of the heating element was conducted, followed by a series of tests confirming the system’s operational status before departing at 2:55 PM. In a subsequent detailed discussion with Kiren, I explained the likelihood of the issue being related either to the control pack or the circulation pump, potentially causing the heating element to overheat due to interrupted water flow while still energised. We mutually agreed to observe the heating functionality over the following days to confirm the resolution.
An invoice for our services was issued on January 25th at 2:51 PM.
Upon receiving a call from you, Dean, on January 27th, expressing concerns over the service charge, we made an adjustment, reducing the total to £165.83 plus VAT as a gesture of goodwill.
Today, at 10:25 AM, following an inquiry from Kiren about an email from you which I had yet to review, the recurrence of the heating issue was reported. I reiterated the potential diagnostic conclusions previously discussed, emphasising the difficulty in sourcing parts for Blue Whale hot tubs and suggesting consultation with your original supplier for further assistance.
Our business incurs various operational costs, including staff salaries, vehicle maintenance, insurance, and taxes, necessitating a call-out charge. Given the technical expertise, time investment exceeding 2.6 hours, and multiple engagements undertaken on your behalf without finding a lasting solution, all amidst challenges in parts availability for your specific hot tub model, our service fee of £103.33 reflects not just the operational costs incurred but also the technical insight and effort deployed to assist when others might not have.
This level of dedication and technical service, we believe, is not accurately represented by a one-star review.