Requested Raft to Rafters come out to look at the light fixture in our pool, as it had taken on water, and would not work once dried out. We just purchased this home, and the previous owners used this company, so that's why I called them. The person who took my information said they would send someone out, but no other info was provided.
On the day they were scheduled to come out, it was raining pretty steadily, so I assumed they would call to reschedule. However, I looked out the window later to see someone at the pool, hovering over the light fixture I had already removed, standing under an umbrella. The person never came to the door; just let himself into the gated back yard, and into the pool house.
I went out to speak with the person, who stated that we had a bad GFI, and that he would need to replace that before further testing. He left, and returned sometime later, though I'm not sure exactly how long he was gone, because he never let me know he had come back. I only knew he was back by the fact that knocked on the door, so that he could let me know that the GFI was replaced, and that the fixture did, in fact, still work. It had stopped raining by this point, so he was able to dry and test the fixture.
While speaking with the guy, he stated that we needed a new seal, which I already knew, and explained to the person when I called. However, he said that someone would have to return the following day to replace the seal, as he didn't have one.
The following day, I got a knock on the door, where two men had come to replace the light fixture seal. I had to explain to them everything that had already happened, as they were apparently not filled in. After being there for some time, I went out to sit while they worked. While sitting, I noticed they had a white seal, rather than the black one the fixture already had (the old one was rotting and expanded). The men decided the seal was the wrong size, and so, decided to reuse the old one, but to reinforce it with silicone. Whatever, as I thought it must be common practice. As it was hot our, I went back in at this point.
After about 30 or so minutes, I looked out, and the men were gone, as was their van. No-one ever came to explain the fix, how much I would be charged, how I would be charged, etc.; they just up and left. I went out to test the light, as it was all out back together in the niche, and it came on just fine.
Last week, I received the bill in the mail, as I assumed I would. I was charged a standard $99 service call fee (not too bad), and $39.99 for the GFI (also not too bad, even though there's clearly a markup). No charges for seals or anything else, since they didn't replace that.
Yesterday evening, I went to use the pool, and light no longer worked, and the GFI was perpetually tripped. I pulled the fixture out, and it was about half full of water. This is three weeks after the guys fixed it, but may have gone out sooner, as I was away for a week, and this was the first time using it since being back.
Today, I called and explained the situation to the lady who answered the phone, and asked if I would be charged a separate service call fee. The woman said she's sure I would be charged, since the repair had lasted three weeks. WHAT?!
At this point I made sure to explain HOW the seal was repaired, and that I felt like a faulty repair was what caused the issue this time. The woman made sure to let me know that they don't EVER, under any circumstance, guarantee light fixture seals, once they break them open, as, to quote her "you just can't stop that water from getting in those fixtures," and then said that I should have been told that they don't guarantee seals. I explained that I received no information regarding the fix, the fees, how're when I would be billed, or what I would be billed for. I stated that I can see there being no guarantee if they open the seal and don't replace it with a new one, but that I had specifically asked them to replace my seal, which they didn't do, and instead used silicone. At this point the woman said she would look up my repair request, and speak with the owner, but was sure I'd have another service fee, and would call me back right after.
The woman called back about 20 minutes later to state that she spoke to the owner, and that he said I WOULD definitely incur another $99 service fee. I expressed my dissatisfaction, since their repair didn't hold. The woman then proceeded to tell me that their men only replaced my GFI, and did not service my light fixture, according to the service ticket. After explaining everything AGAIN, she said "Oh, I didn't know they were out a second time. None of that is noted in the ticket. I'll have to speak with the guys about it."
At this point I told the woman that I felt like I had paid them to do a job they didn't do correctly, and that I shouldn't have to pay a second time. I was again informed that they don't guarantee the seals, EVEN if they replace them, and I should have been told this. I did t feel like explaining again that I was never told this, so I didn't. She then asked if I wanted them to come out and replace the seal, to which I told her I'd do it myself, since it's cheaper for me to do what they couldn't in the first place.
So, in short, beware that this company does not guarantee their work in any way (their words, not mine), and will charge you again to come out and fix their own mistakes.
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