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Paradise LeisureScapes (Regina)

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Reviews Paradise LeisureScapes (Regina)

Paradise LeisureScapes (Regina) Reviews (3)

Our hot tub was purchased Dec 2013.It has only been up and running for a total of 3 months of that time.They never return calls, never come out.Purchased our $13000 hot tub in December, had issues with it right off the hop. It took one month to get it working. When it was finally working, it ran from about mid jan until april, on and off. With little fixed we could do. But with a brand new hot tub, you wouldn't think you should have to deal with any of these. At this time, the control panal stopped working, which then caused the heater to stop. We called and told them and they said someone would call us back, didn't hear back for 2 weeks, we called again, leaving a message with front desk...they said we were on the list for service. We had to go in and get some supplies a week later, at this time we inquire again about when they would be out (one month had passed) they said oh we forgot to tell you that we had been pushed back and gave us another date. We were at home, waiting for them to show up on this date, and of course they didn't. Gave them one more week to contact us, and they didn't. So we then called again and it was like they had no idea what we were talking about. Said someone would call us back. That day they were in our town working on someone else's hot tub, why woudln't they stop in to see what parts were needed. Again no one called us. I called again and I said someone needs to cell me back by the end of the day (friday at 9am) didn't hear from them again. This went on for months. The first call placed in April, they finally show up July 10th (without notice or a phone call) to fix it when we are on our way out the door for summer holidays. Service guy phones us on our cells to tell us it is working. We return back home from holidays 12 days later...and hot tub IS NOT working. We call and tell them what is going on. She assures us someone will be out to get it working. It is now mid August and have heard nothing from them. So we have a $13 000 hot tub sitting in our back yard that is useless to us and the warranty is up in December. It total we have left about 12 messages, and each time we are promised someone will return our call. It has never once been returned...we have had to call back over and over again. And we are still stiting with a broken hot tub.[redacted] Desired SettlementWe want this hot tub fixed with the service we were promised. We have had this hot tub for 7 months and have only been able to use it a few months out of that. [redacted] If this isn't resolved we want them to take the hot tub back with a refund to us.Business Response Our Service Department is contacting Ms. [redacted] today (August 13th) to arrange a service call to repair the problem as requested.

Complaint[redacted] Nobody shows up for appointments, nobody available to take calls, hard to get a hold of anybody, nobody returns calls. My hot tub leaked. After many phone calls I finally had someone show up two weeks after the appointment they had set and again after a few more additional phone calls. The service guy left a mess (tape, foam bits, broken pen, cigarette butt on the ground and parts of the hot tub in the flower bed, scuff marks on the tub) and then did not even test the power on the tub or put it back in the same spot before he left. I find that the tub has no power and call them to come back. Their service guy comes back out to test and proclaims that something is wrong with the house power and that I will need to get an electrician to check it. Electrician comes and it is just an extra breaker for the tub that got switched off or flipped when they were doing their service. Electrician says Paradise should have known to check - I get charged an extra service call by the electrician[redacted]. I documented the whole thing and sent it to the president of the company ([redacted]) - he has someone else call me back with the amount of the bill - no warranty(which they should of told me up front) and not even an apology for the poor service. They will not send me an bill of the charges- said they would send me a copy after I paid them. They have now called several times wanting my credit card information over the phone. [redacted]Desired SettlementI want an invoice that shows what I am being charged for - not just a phone call and a demand for my credit card number. [redacted]Business Response Paradise will provide Mr. [redacted] with a detailed invoice as requested. Management did review the work order and the customer email sent the week of September 15, 2014. In that email Mr. [redacted] provided his estimation of total labour hours and that estimation was confirmed with our records. A courtesy discount was applied to that amount ($100) as a gesture in consideration of Mr. [redacted]'s discontent with the service level he was provided. The amount presented to Mr. [redacted] on September 18, 2014 reflects all of the above considerations and Paradise was led to believe that Mr. [redacted] was going to pay this amount. Management has left a message with Mr. [redacted] at 8:50 am on Oct 3, 2014 to arrange the exchange of information and payment.

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At about the end of June 2014 I called Paradise LeisureScapes because my hot tub was making a funny sound. I was told that they would have the service department call me back but that it sounded like a baring. I was also told it would be covered under warranty and I would only have to pay for mileage and I was to drain my hot tub. I received no call back. I called them back July 3rd and told them I had already called in and asked to speak to the service department and was told they would have to call me back. I still received no call back. I called back several more times after this. The service manager finally called me back towards the end of august. I told him I had been calling since the end of June and I needed a pump fixed and was told it was probably a baring. I also told him that I was told it was covered under warranty. He in turn told me he would check on the warranty and let me know. he set up a service date and I said their service person could not come out before 2:00 because I own my own business and could not meet them before that. The service person was at my house and gone before I got home and fixed nothing. The second time he came out I had my dad meet him because he was again too early and he said the tub needed to be filled. He proceeded to fill the hot tub before fixing the hot tub. The wrong pump was fixed. I then received a phone call about a week later, expecting them to be setting up a date to fix the right pump and they were calling with a bill over $1500.00. I expressed my dissatisfaction with their service and how everything was handled. Not only had they told me everything would be covered under warranty but they didn't even fix the right pump. I have called to talk to the service manager and was told they would get him to call me back and I have not received a call back. I have not paid their bill. [redacted]Desired Settlement[redacted] They told me it was covered under warranty and they should be honoring that.Business Response We received the initial call from the customer on July 3/14 with the first service call completed on July 8/14. While there may have been a discussion with our Service Coordinator at the time of booking regarding the possibility of warranty coverage or clarification of coverage period, we have no record of any guarantees or confirmations. We were given a credit card for method of payment to confirm consent from the custmer for performing a service visit at their expense. The customer has a copy of the written warranty which accompanies the spa at the time of purchase and can access the terms of the manufacturers warranty at their discretion. The warranty coverage period for the customers jet pump specifically is three years, and their coverage period expired before the call date as indicated by their spa serial number. Based on the work orders, there was an indication that the customer would be available on the days the calls were booked to discuss the issues with the technician on-site. The initial call was unable to be completed in it's entirety as the spa had to be moved to be accessed adequately for the repair which required the customer to be present; the customer was absent and unable to be reached at that time. The second visit was on Sept. 8/14 to address the replacement of the faulty jet pump. Our records indicate that during that visit, it was diagnosed that both of the two pumps installed in the spa were in need of service and our technician communicated with the customer at that time about the need to repair the main pump required for heating and circulation as well as jet operation as a priority over the second pump. Following that discussion, the faulty primary pump was removed and replaced. During that visit, there was also a jet fitting and light lenses repaired on the spa. As such, only the primary pump was changed and the last indication we have received was that the customer would give us direction of whether or not to repair or replace the second pump as well. Aside of the confusion regarding warranty coverage, there is no supporting correspondence to prove that there were any guarantees for Paradise LeisureScapes to cover the customers spa components outside of the published warranty coverage period listed in the spa owners manual. To this date there has been no payment or efforts on the customers behalf to have compensation rendered for services performed and products installed in the customers spa. We would be willing to discuss a discount to the outstanding invoice balance in lieu of the confusion the customer experienced, but feel that full compensation for a new pump, other parts as indicated on the invoice, travel charges, and technician charges to be waived in their entirety is unreasonable given the circumstances. It should also be noted that the customer acknowledged and signed a "spa expectation form" from Paradise LeisureScapes at the time of purchase of the spa on May 6/11 which clearly indicates that: "Customers will not be charged for any parts or labor to perform repairs covered within the terms of the manufacturers warranty. Spas installed more than 20km outside of the city of Regina will be charged travel costs. Please see the written warranties provided by each manufacturer for further details" I hope the customer will bear their responsibility in this scenario and provide us with the terms to come to a reasonable outcome for both parties. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)When I called the first time I specifically asked about the warranty and if the pump would be covered under warranty. I have an email from a few weeks earlier regarding the lights in my hot tub where a Paradise Leisurescapes Employee has told me that I do still have warranty and that I would only have to pay for mileage on a service call. When I called to have my pump looked at I specifically noted that the technician could not come before 2:00pm as I would not be available before then. The technician was at my house and gone and never attempted to reach me before I was able to be at my home. I called to set up another service date and again specified that the technician could not come before 2:00pm. He called on his way out from Regina and would once again arrive before 2:00pm. I had to make arrangements for someone else to meet him at my home as I was extremely specific that I was not available before 2:00pm. There was no discussion about both pumps being replaced. The technician asked me which pump needed to be replaced on the phone. I said I wasn't sure but I thought it was the left one. I was incorrect. I wasn't even at my home when this occurred. [redacted] After the technician changed out the pump and turned the tub on he realized it was the other pump that needed to be changed. He told me the one that he changed had been leaking anyway. He did not have a pump with him to change the original one I had called about. He said they were different pumpsFinal Business Response As originally stated, the customer has the extent and period of warranty coverage terms in their purchase documentation. We do not have any correspondence indicating to the customer that their spa was covered under warranty for the service of the jet pump. If the customer feels they have proof of communication indicating we will provide coverage under warranty for their service work, I invite the customer to please come forward with such evidence to our company through e-mail or other such means for us to act upon. As previously mentioned, if there has been a misunderstanding presented by an employee of ours regarding warranty coverage, we sincerely apologize for the inconvenience. Although, our employees verbal reference to any potential coverage of warranty still does not trump the actual warranty terms as described in the manufacturer's Owner's Manual. For this reason I ask that the customer bear their portion of responsibility in this circumstance and propose that we move forward with a discount to the portion of the outstanding balance of the pump in lieu of the inconvenience. There also remains an outstanding balance including a jet fixture, lighting component, mileage, and labor that is above and beyond the pump portion of the work completed. As referenced in the last message, the customer acknowledged and endorsed a "customer expectation form" accepting their responsibility in accordance with the terms of the manufacturers warranty. More specifically, what is not covered. We propose that the customer accept a 50% discount in the price of the pump that has been replaced and settle up with the remaining outstanding balance that is not applicable under warranty coverage. If the customer would like, we will also offer to replace the second pump as well as mileage and labor at 50% off in an effort to make amends and move forward. [redacted]

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Description: Spas & Hot Tubs - Dealers, Spas & Hot Tubs - Service & Repair, Furniture - Outdoor, Fireplaces, Billiard Equipment & Supplies, Barbecue

Address: 1250 Osler Street, Regina, Saskatchewan, Canada, S4R 1W5

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